Outraged Customer still awaiting reply
<p>I wanted to send a gift box with a few iteams to South Africa, after paying £49.99 for delivery from the UK my sister in law gets an amazing invoice stating she needs to pay a further R446.48 (+-£25). Firstly I was not informed of any extra costs that may be involved in the shipping and secondly I have sent an email to which I did not receive any reply and have resent a further one. The delivery and fees on these little items are costing me more than double the gift price!!! This is ridiculous... for the amount that they charge on delivery it should be included or atleast correct information given to you by the people dealing with the services in representation for DHL.</p> <p>I will never recommend DHL to anyone nor will I use the company again!!!</p> <p> </p> <p>Yours truly:</p> <p>Outraged customer still awaiting reply!</p>
Dear Annalisa,
Please accept my sincerest apologies regarding the manner in which this matter has been handled.
I understand that this incident has been of great disappointment to you I can assure you that this matter has in no way been taken lightly and will be receiving the full attention it rightfully deserves.
In as much as we endeavor for positive customer experiences we do not control the customs clearance process, the import tax is billed according to the tariff codes percentage regulated by government authorities in each country . Unfortunately due to the contents of your parcel, clothing (40-45%tax) , and chocolates – (these are considered as luxury items , and therefore attract higher import tax .) –hence , the high Customs tax your sister in law has had to pay for her freight.
The transit times quoted on our shipments is dependent on customs clearance and the customs authorities in the country. DHL acts as an broker between yourself and Customs , to ensure that the correct Customs invoice is forwarded out to the client and ensure payment of these goods , -DHL , by law cannot proceed with delivery of any freight until Customs has provided us with a release of your goods . The parcel is currently delayed in Customs , awaiting Customs payment .
I understand that this incident has been of great disappointment to you and I assure you that this matter has not been taken lightly and is in no way reflective of the level of service that DHL Express prides itself in.
Please find below my contact details should you require to get in contact with me to discuss the matter in detail.
Kind Regards,
Ms Buhle.Sekoboane
Customer Care Executive – Executive office
Dear Annalisa,
Please accept my sincerest apologies regarding the manner in which this matter has been handled.
I understand that this incident has been of great disappointment to you I can assure you that this matter has in no way been taken lightly and will be receiving the full attention it rightfully deserves.
In as much as we endeavor for positive customer experiences we do not control the customs clearance process, the import tax is billed according to the tariff codes percentage regulated by government authorities in each country . Unfortunately due to the contents of your parcel, clothing (40-45%tax) , and chocolates – (these are considered as luxury items , and therefore attract higher import tax .) –hence , the high Customs tax your sister in law has had to pay for her freight.
The transit times quoted on our shipments is dependent on customs clearance and the customs authorities in the country. DHL acts as an broker between yourself and Customs , to ensure that the correct Customs invoice is forwarded out to the client and ensure payment of these goods , -DHL , by law cannot proceed with delivery of any freight until Customs has provided us with a release of your goods . The parcel is currently delayed in Customs , awaiting Customs payment .
I understand that this incident has been of great disappointment to you and I assure you that this matter has not been taken lightly and is in no way reflective of the level of service that DHL Express prides itself in.
Please find below my contact details should you require to get in contact with me to discuss the matter in detail.
Kind Regards,
Ms Buhle.Sekoboane
Customer Care Executive – Executive office