RN
Ryan N
1 reviews | Active since Jul 2011
11 Oct 2022, 12:13
Paid for premium express, DHL shipped as standard local post
I paid premium express for a package sent from Berlin to South Africa, and I've been tracking it on DHL since then, but now that its in South Africa, DHL now says it was never an express or premium delivery and that it was sent through another company, not DHL, and that it had been sent via the local post office, or atleast this is what Sade told me.
I then phone and they say it was sent via ecommerce instead, I was then transferred to Femi who says that it wasn't sent via ecommerce but just standard letter post.
The tracking website Buhle sent me, clearly says DHL shipping is logging the updates, while telling me DHL is not managing the package.
Then Femi says that its been handed off to a private courier instead, where it is we're unsure besides it being in Cape Town.
I have my receipt, that I got, while at a DHL shop, in Berlin, stating Premium express 5kg. Which should of taken 5 to 8 working days. I sent it on the 16th September. its the 11th of October now.
The long and short of it is, I was sold their premium service, and instead of providing that, they sent it via the standard post and despite having proof I paid for the premium service, they're telling me that doesn't matter because they didn't provide it to me in the first place.
Helpful (0)
Replies (10)0
Replies (10)
DHL Express's replyOfficial
11 Oct 2022, 13:57Dear Ryan,
Thank you for your post and for bringing this matter to our attention.
We apologize for any inconvenience this matter may have caused and assure you of our best efforts to rectify the matter as soon as possible.
We acknowledge the receipt of your complaint and are attending to this. We assure you of our best services at all times and will revert to you within the next 2 hours.
Kind regards and thank you.
Avery Visagie
DHL Customer Care Department ZA | DHL Express
Thank you for your post and for bringing this matter to our attention.
We apologize for any inconvenience this matter may have caused and assure you of our best efforts to rectify the matter as soon as possible.
We acknowledge the receipt of your complaint and are attending to this. We assure you of our best services at all times and will revert to you within the next 2 hours.
Kind regards and thank you.
Avery Visagie
DHL Customer Care Department ZA | DHL Express
DHL Express's reply11 Oct 2022, 13:57
Official
Dear Ryan,
Thank you for your post and for bringing this matter to our attention.
We apologize for any inconvenience this matter may have caused and assure you of our best efforts to rectify the matter as soon as possible.
We acknowledge the receipt of your complaint and are attending to this. We assure you of our best services at all times and will revert to you within the next 2 hours.
Kind regards and thank you.
Avery Visagie
DHL Customer Care Department ZA | DHL Express
Thank you for your post and for bringing this matter to our attention.
We apologize for any inconvenience this matter may have caused and assure you of our best efforts to rectify the matter as soon as possible.
We acknowledge the receipt of your complaint and are attending to this. We assure you of our best services at all times and will revert to you within the next 2 hours.
Kind regards and thank you.
Avery Visagie
DHL Customer Care Department ZA | DHL Express
RN
Ryan N's updateReviewer Update
12 Oct 2022, 08:53An update:
The Premium Express service I paid over 70 Euros(~R1240) for, from a DHL shop, after filling in DHL forms, and receiving a DHL tracking number.
According to DHL, was actually just a front that hands off packages to local post offices, despite the DHL labeling everywhere, apparently its not DHL.
This express package was sent on the 16th September, with 5 to 8 business days expected.
Its the 12th of November and no one has any idea where it is other than some where in the Western Cape and at the SA post office, which one, where and what happened to it is not DHL's responsibility according to Avery & Sade
The Premium Express service I paid over 70 Euros(~R1240) for, from a DHL shop, after filling in DHL forms, and receiving a DHL tracking number.
According to DHL, was actually just a front that hands off packages to local post offices, despite the DHL labeling everywhere, apparently its not DHL.
This express package was sent on the 16th September, with 5 to 8 business days expected.
Its the 12th of November and no one has any idea where it is other than some where in the Western Cape and at the SA post office, which one, where and what happened to it is not DHL's responsibility according to Avery & Sade
RN
Ryan N's update12 Oct 2022, 08:53
Reviewer Update
An update:
The Premium Express service I paid over 70 Euros(~R1240) for, from a DHL shop, after filling in DHL forms, and receiving a DHL tracking number.
According to DHL, was actually just a front that hands off packages to local post offices, despite the DHL labeling everywhere, apparently its not DHL.
This express package was sent on the 16th September, with 5 to 8 business days expected.
Its the 12th of November and no one has any idea where it is other than some where in the Western Cape and at the SA post office, which one, where and what happened to it is not DHL's responsibility according to Avery & Sade
The Premium Express service I paid over 70 Euros(~R1240) for, from a DHL shop, after filling in DHL forms, and receiving a DHL tracking number.
According to DHL, was actually just a front that hands off packages to local post offices, despite the DHL labeling everywhere, apparently its not DHL.
This express package was sent on the 16th September, with 5 to 8 business days expected.
Its the 12th of November and no one has any idea where it is other than some where in the Western Cape and at the SA post office, which one, where and what happened to it is not DHL's responsibility according to Avery & Sade
DHL Express's replyOfficial
12 Oct 2022, 10:08Dear Ryan
Thank you for your feedback. Please note that we are not arguing that this shipment is coming through DHL. However, it is coming through a different entity of DHL which is Deutshe Post - DHL PAKET shipments, also known as e-commerce. I would be happy to assist you if you had a ten-digit tracking number for DHL express, but in your case, you would have to contact the Post Office call centre as per the e-mail I sent you. My apologies for the inconvenience caused throughout the process. I await your response via e-mail.
Thank you for your feedback. Please note that we are not arguing that this shipment is coming through DHL. However, it is coming through a different entity of DHL which is Deutshe Post - DHL PAKET shipments, also known as e-commerce. I would be happy to assist you if you had a ten-digit tracking number for DHL express, but in your case, you would have to contact the Post Office call centre as per the e-mail I sent you. My apologies for the inconvenience caused throughout the process. I await your response via e-mail.
Kind Regards,
Sade Eiman
Customer Care Executive ZA ZA | DHL Express
DHL International (Pty) Ltd t/a DHL Express
DHL House
Fabriek & Van Acht Rd, Isando
1600, Gauteng
South Africa
DHL Express's reply12 Oct 2022, 10:08
Official
Dear Ryan
Thank you for your feedback. Please note that we are not arguing that this shipment is coming through DHL. However, it is coming through a different entity of DHL which is Deutshe Post - DHL PAKET shipments, also known as e-commerce. I would be happy to assist you if you had a ten-digit tracking number for DHL express, but in your case, you would have to contact the Post Office call centre as per the e-mail I sent you. My apologies for the inconvenience caused throughout the process. I await your response via e-mail.
Thank you for your feedback. Please note that we are not arguing that this shipment is coming through DHL. However, it is coming through a different entity of DHL which is Deutshe Post - DHL PAKET shipments, also known as e-commerce. I would be happy to assist you if you had a ten-digit tracking number for DHL express, but in your case, you would have to contact the Post Office call centre as per the e-mail I sent you. My apologies for the inconvenience caused throughout the process. I await your response via e-mail.
Kind Regards,
Sade Eiman
Customer Care Executive ZA ZA | DHL Express
DHL International (Pty) Ltd t/a DHL Express
DHL House
Fabriek & Van Acht Rd, Isando
1600, Gauteng
South Africa
RN
Ryan N's updateReviewer Update
12 Oct 2022, 15:29I went to a DHL store in Germany, where I paid for premium express. DHL is on the receipts, the tracking number is on DHL's website.
How is it that this DHL's international premium express, some how doesn't involve DHL's courier services?
And what did I even pay for if it was just sent through standard mail?
https://goo.gl/maps/jkUNSMQuvBYqYier9
How is it that this DHL's international premium express, some how doesn't involve DHL's courier services?
And what did I even pay for if it was just sent through standard mail?
https://goo.gl/maps/jkUNSMQuvBYqYier9
RN
Ryan N's update12 Oct 2022, 15:29
Reviewer Update
I went to a DHL store in Germany, where I paid for premium express. DHL is on the receipts, the tracking number is on DHL's website.
How is it that this DHL's international premium express, some how doesn't involve DHL's courier services?
And what did I even pay for if it was just sent through standard mail?
https://goo.gl/maps/jkUNSMQuvBYqYier9
How is it that this DHL's international premium express, some how doesn't involve DHL's courier services?
And what did I even pay for if it was just sent through standard mail?
https://goo.gl/maps/jkUNSMQuvBYqYier9
RN
Ryan N's updateReviewer Update
12 Oct 2022, 15:40https://www.dhl.de/en/privatkunden/pakete-versenden/online-frankieren.html?type=ShipmentEditorProductSelection
Apparently this express international shipping isnt DHL international express shipping
Apparently this express international shipping isnt DHL international express shipping
RN
Ryan N's update12 Oct 2022, 15:40
Reviewer Update
https://www.dhl.de/en/privatkunden/pakete-versenden/online-frankieren.html?type=ShipmentEditorProductSelection
Apparently this express international shipping isnt DHL international express shipping
Apparently this express international shipping isnt DHL international express shipping
RN
Ryan N's updateReviewer Update
13 Oct 2022, 10:11The service is called DHL Paket, and is available on the DHL website.
And if you request customer service for that product, I was sent to DHL international.
All my updates on the DHL tracking site, had Deutsche Post - DHL Paket as the entity recording activity.
The only time global mail has ever been mentioned, is when DHL is trying to say they're not responsible for my package being lost after sending it with an express product from DHL's own website, through a DHL shop.
And if you request customer service for that product, I was sent to DHL international.
All my updates on the DHL tracking site, had Deutsche Post - DHL Paket as the entity recording activity.
The only time global mail has ever been mentioned, is when DHL is trying to say they're not responsible for my package being lost after sending it with an express product from DHL's own website, through a DHL shop.
RN
Ryan N's update13 Oct 2022, 10:11
Reviewer Update
The service is called DHL Paket, and is available on the DHL website.
And if you request customer service for that product, I was sent to DHL international.
All my updates on the DHL tracking site, had Deutsche Post - DHL Paket as the entity recording activity.
The only time global mail has ever been mentioned, is when DHL is trying to say they're not responsible for my package being lost after sending it with an express product from DHL's own website, through a DHL shop.
And if you request customer service for that product, I was sent to DHL international.
All my updates on the DHL tracking site, had Deutsche Post - DHL Paket as the entity recording activity.
The only time global mail has ever been mentioned, is when DHL is trying to say they're not responsible for my package being lost after sending it with an express product from DHL's own website, through a DHL shop.
DHL Express's replyOfficial
13 Oct 2022, 10:19Dear Ryan,
This is absolutely not a case of trying to shift blame. Kindly refer to my email to you. It reads, it is a product offered by DHL Paket / Deutsche Post and not DHL Express. These are all DHL subsidiaries and operate independently. You are now liaising with DHL Express and your shipment is not moving on the Express Network but via the German Postal Service to the South African Postal Service.
Regards
Avery Visagie
Customer Care Department
This is absolutely not a case of trying to shift blame. Kindly refer to my email to you. It reads, it is a product offered by DHL Paket / Deutsche Post and not DHL Express. These are all DHL subsidiaries and operate independently. You are now liaising with DHL Express and your shipment is not moving on the Express Network but via the German Postal Service to the South African Postal Service.
Regards
Avery Visagie
Customer Care Department
DHL Express's reply13 Oct 2022, 10:19
Official
Dear Ryan,
This is absolutely not a case of trying to shift blame. Kindly refer to my email to you. It reads, it is a product offered by DHL Paket / Deutsche Post and not DHL Express. These are all DHL subsidiaries and operate independently. You are now liaising with DHL Express and your shipment is not moving on the Express Network but via the German Postal Service to the South African Postal Service.
Regards
Avery Visagie
Customer Care Department
This is absolutely not a case of trying to shift blame. Kindly refer to my email to you. It reads, it is a product offered by DHL Paket / Deutsche Post and not DHL Express. These are all DHL subsidiaries and operate independently. You are now liaising with DHL Express and your shipment is not moving on the Express Network but via the German Postal Service to the South African Postal Service.
Regards
Avery Visagie
Customer Care Department
RN
Ryan N's updateReviewer Update
13 Oct 2022, 11:51Then kindly furnish me with the support details for this DHL service
RN
Ryan N's update13 Oct 2022, 11:51
Reviewer Update
Then kindly furnish me with the support details for this DHL service
DHL Express's replyOfficial
13 Oct 2022, 12:48Dear Ryan,
These shipments are handed over to the Local Postal Services in each country to handle the delivery. You need to contact the Post office on either *** or by phone on ***, quote your tracking number. The consultant will be able to provide you with the delivery information required to confirm when you can expect receipt of your shipment. Alternatively contact your Merchant or Supplier from which you've purchased your goods they in turn will have to assist.
Regards.
Avery Visagie
Customer Care Executive
These shipments are handed over to the Local Postal Services in each country to handle the delivery. You need to contact the Post office on either *** or by phone on ***, quote your tracking number. The consultant will be able to provide you with the delivery information required to confirm when you can expect receipt of your shipment. Alternatively contact your Merchant or Supplier from which you've purchased your goods they in turn will have to assist.
Regards.
Avery Visagie
Customer Care Executive
DHL Express's reply13 Oct 2022, 12:48
Official
Dear Ryan,
These shipments are handed over to the Local Postal Services in each country to handle the delivery. You need to contact the Post office on either *** or by phone on ***, quote your tracking number. The consultant will be able to provide you with the delivery information required to confirm when you can expect receipt of your shipment. Alternatively contact your Merchant or Supplier from which you've purchased your goods they in turn will have to assist.
Regards.
Avery Visagie
Customer Care Executive
These shipments are handed over to the Local Postal Services in each country to handle the delivery. You need to contact the Post office on either *** or by phone on ***, quote your tracking number. The consultant will be able to provide you with the delivery information required to confirm when you can expect receipt of your shipment. Alternatively contact your Merchant or Supplier from which you've purchased your goods they in turn will have to assist.
Regards.
Avery Visagie
Customer Care Executive
RN
Ryan N's updateReviewer Update
13 Oct 2022, 13:31I sent the goods myself, from Germany, then arrived in South Africa to collect, as I've said several times.
So there's no support channel from DHL for this product?
So there's no support channel from DHL for this product?
RN
Ryan N's update13 Oct 2022, 13:31
Reviewer Update
I sent the goods myself, from Germany, then arrived in South Africa to collect, as I've said several times.
So there's no support channel from DHL for this product?
So there's no support channel from DHL for this product?