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Brian T

1 reviews | Active since Oct 2018

18 Dec 2018, 09:15

Poor communication and customer service

I called DHL (41 Derrick Road Spartan) on Friday afternoon to confirm if they're open on Saturdays to collect my visa documents ,i spoke to a lady she confirmed they're open till 12.I got there on Saturday morning the gates were closed ,but the were people working inside and as per the security guard from QUATRO Security who didn't want to give me his name told me the branch is not open ,he couldn't provide us with a valid reason why they were closed after they confirmed they're open till 12.I asked him to ask one of the employees (Vincent Qaba) who was apparently on duty to come and explain to us whats really happening .He (Vincent ) told the security he cannot come outside hes very busy we must go and come back on Tuesday. I'am furious and disappointed as i missed my flight to New York on Sunday evening because i couldn't get my Visa documents from your rude and *********** staff.I need this resolved ASAP.

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Replies (1)
DHL Express
DHL Express's reply18 Dec 2018, 11:46
Official
Dear Brian, Thank you for contacting DHL Express. We apologise for the undoubted inconvenience this matter has caused you . Please note that Spartan’s Holiday trading hours have been on  display  at the reception for the past 2 weeks. During normal trading hours,  the Spartan depot is open till 12:00  on Saturdays, but due to the public holiday on the 16 December 2018, the depot was closed for normal Saturday collections as DHL is not fully operational on Public Holidays . (Kindly refer to our terms & Conditions of carriage stipulated on DHL awb ) . The documents arrived at our depot on the morning of the 14 December 2018 , -receiver was notified of arrival that very morning to ensure that should they be critically needed, provision can be made by receiver to ensure that the documentation is collected on Friday .  As it currently stands , the documentation is currently at our Spartan depot awaiting your collection . Should additional assistance be required, please feel free to contact me and I will gladly assist .  Ms Buhle Sekoboane
Customer Care Executive Office DHL Express – South Africa
DHL House
Cnr: Fabriek and Van Acht Streets
Isando, Gauteng, 1600