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Zanele M

1 reviews | Active since Feb 2018

14 Jul 2025, 11:35

Parcel on Hold for Over a Week – No Support!

I am extremely disappointed with the poor service I’ve received from DHL. My parcel has been on hold for over a week with no proper updates or assistance. I was told to fill in an ITAC form even though the item is for personal use, not for resale. I completed the form, yet the status remains unchanged.

This delay has not only been frustrating, but it has also affected my ability to work – I’ve already lost income due to this unnecessary hold-up. I have reached out multiple times but have received no clear explanation or urgency in resolving the issue.

DHL is supposed to be a reliable courier service, but this experience has been nothing short of stressful and disappointing. I hope this matter is resolved urgently, as this level of service is unacceptable.

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Replies (6)
DHL Express
DHL Express's reply14 Jul 2025, 15:55
Official
Dear Zanele

 We appreciate your bringing this issue to our attention. Please accept our apologies for any inconvenience caused. We are committed to resolving the matter promptly and have already engaged the appropriate department. Rest assured, we are dedicated to providing you with our finest services at all times and will follow up with you tomorrow before 10:00. 

 Please feel free to contact me should you require further assistance  Kind Regards,  DHL International Pty Ltd t/a DHL Express Waterfall Logistics Precinct, Pretoria Main Road, Waterfall City, Midrand, 2090 Gauteng South Africa   
ZM
Zanele M's update14 Jul 2025, 16:08
Reviewer Update
Thank you for your response.

However, I must express my disappointment that I had to escalate the matter this far just to receive acknowledgment. I have written several emails to Tebogo Ntlebi and Lindiwe Tshabalala, and unfortunately, I was completely ignored—no response, no feedback. That kind of silence is not only unprofessional but also incredibly frustrating, especially when I am simply seeking support on a matter that directly affects my ability to work.

I will be awaiting the promised follow-up communication by 10:00 AM tomorrow as indicated. I trust it will contain meaningful feedback and not another generic apology.

Please ensure that this matter is treated with the urgency and seriousness it deserves.

Kind regards,
Zanele Matshoba
DHL Express
DHL Express's reply14 Jul 2025, 16:12
Official
Dear Zanele

Thank you for your response. Please accept my sincere apologies for the manner in which your query has been handled. You have come straight to the top and we will assist you to the best of our ability. 

 Please feel free to contact me should you require further assistance  Kind Regards,  Customer Care Team ZA | DHL Express  DHL International Pty Ltd t/a DHL Express Waterfall Logistics Precinct, Pretoria Main Road, Waterfall City, Midrand, 2090 Gauteng South Africa   
ZM
Zanele M's update14 Jul 2025, 16:17
Reviewer Update
Dear DHL Customer Care Team,

Thank you for your kind response and for taking the time to acknowledge my concerns.

I appreciate that the matter has now been escalated, and I’m hopeful that it will be resolved soon. I will wait for the follow-up communication promised by 10:00 AM tomorrow and trust it will provide clarity regarding the current shipment exception status.

Thank you again for your support and for assisting me through this process.

Warm regards,
Zanele Matshoba
DHL Express
DHL Express's reply14 Jul 2025, 17:25
Official
Dear Zanele

You are most welcome; the imports team is already flagged to assist you tomorrow. 


Please feel free to contact me should you require further assistance Kind Regards,
Customer Care Executive ZA | DHL Express DHL International Pty Ltd t/a DHL Express Waterfall Logistics Precinct,Pretoria Main Road,Waterfall City,Midrand, 2090GautengSouth Africa  
ZM
Zanele M's update14 Jul 2025, 17:28
Reviewer Update
Hi there,

Thank you for your prompt response and for flagging my matter with the imports team.

I appreciate the support and will await their assistance tomorrow. Should I need anything further, I will be sure to reach out.

Kind regards,
Zanele Matshoba