No Sympathy or urgency.

Item: DHL Express
Rating: 1
Author: Mynard P

Absolutely terrible service, no interest in any form of urgency. I will not recommend this courier to anyone and will make sure I take every opportunity on social media to spread the word about the total lack of care from this business.

I have paid for an Express service at a highly elevated rate, taking into account that there would be customs clearance involved. Nonetheless they promised to have a shipment in Kenya by the 2nd of January which would have had 3 days customs clearance and be ready for me by the 5th or 6th of January.

It only got delivered on the 7th of January, putting it into the Customs process which is now causing me additional costs to sit in Kenya and wait before I can depart.

Every time you call you get a new excuse and a new promise to escalate, only to find out at the next call that nothing has been done. This company is an absolute Joke and I am surprised that they are actually still in business with the amount of bad reviews I read online.

Be sure that my voice will add to those bad reviews wherever I can

Tracking Number: ***

Helpful (0)

Replies (1)

DHL Express's replyOfficial

13 Jan 2020, 11:47

Good day Mynard Preez, Thank you for posting to DHL Express. We apologise if your recent interaction with us has not been as seamless as we would have wanted it to be . I assure you that DHL aspires to provide it’s customer’s with the best level of Service . In as much as we endeavour for positive Customer experiences , we do not control the Customs clearance process . We do not control the Customs clearance process. This process is controlled and regulated by government officials in each country . Due to the below amendment in Customs clearance in Kenya, -there is currently a backlog with the Customs clearance process in Kenya . SITUATION:The Kenya Revenue Authority has without prior notice and with immediate effect mandated 100% customs physical verification of all non-doc shipments (regardless of the value) at all clearance operators and courier operators at Jomo Kenyatta International Airport effective Tuesday I fully understand your reservations at making use of DHL Express in future and we are aware that Shipping into Africa may have its challenges, but we at DHL Express take great pride in insuring our customers have a satisfying experience every time they use our services A direct e-mail has been sent to you with my direct details on it . Please feel free to contact me directly should additional assistance required and I will gladly assist

Kind Regards,Ms Buhle Sekoboane
Customer Care Executive Office DHL Express – South Africa

DHL Express's reply13 Jan 2020, 11:47

Official