1 reviews | Active since Sept 2009
No reply - EVER!
*** was stopped by customs 21 June. The documents requested were submitted the same day. Follow up emails were sent to Carmelita and on the 28th she finally advised that the specific customs officer did not do the inspection etc. as she stopped the parcel and then went on leave but they also want to see a Paypal Statement. I sent this to her immediately and asked for it to please get priority on Monday 1 July. I sent about 6 emails on Monday with no response. On Tuesday she finally rep**** saying she is waiting for a memo from them and I will get feedback today. Again 6 emails were sent with no response. The reason given on Monday is that the origin of the goods were not as declared which is impossible as everything is made, sourced and sent from China and we will prove this if need be but tomorrow is Thursday and I need my goods by this weekend. I reply and provide documents within minutes but get ignored for an entire day. We have been importing for 5 years with DHL and stopped using you for exactly this reason 6 months ago, this just reminds me again why we switched couriers
Thank you for writing to us and for bringing this matter to our attention.
On behalf of DHL Express, I would like to apologize for the undoubted inconvenience caused by the clearance delay of the above mentioned shipment.
I have received your complaint and I am looking into it. Please allow me to investigate the matter and get it resolved for you.
You can expect an update from me no later than 10H30 today.
Once again, I regret any inconvenience caused by this incident.
We can assure you that Jed Michaletos, our DHL Express Managing Director personally reads all correspondence sent to the Straight to the Top executive customer care team and details of this correspondence is discussed amongst the Senior Management team at DHL Express to ensure we are focusing on continuous improvement areas within our business so that we can deliver on our promise of “Excellence. Simply Delivered.”
Kindest regards.Avery VisagieCustomer Care Executive
Best regards,
Thank you for writing to us and for bringing this matter to our attention.
On behalf of DHL Express, I would like to apologize for the undoubted inconvenience caused by the clearance delay of the above mentioned shipment.
I have received your complaint and I am looking into it. Please allow me to investigate the matter and get it resolved for you.
You can expect an update from me no later than 10H30 today.
Once again, I regret any inconvenience caused by this incident.
We can assure you that Jed Michaletos, our DHL Express Managing Director personally reads all correspondence sent to the Straight to the Top executive customer care team and details of this correspondence is discussed amongst the Senior Management team at DHL Express to ensure we are focusing on continuous improvement areas within our business so that we can deliver on our promise of “Excellence. Simply Delivered.”
Kindest regards.Avery VisagieCustomer Care Executive
Best regards,