Poor Communications - Poor Service

Taken me just short of 4 hours to speak to someone - customs delayed, and tariff charge was incorrect, but they also overcharged on the value as associated to the applicable tarriff product (I just paid otherwise held to ransom with further delays). Make matters worse, urgent delivery promised today I was told I should probably collect? Why am I collecting when I am paying for your service to deliver to me, and this is like the forth time an international delivery I have had to collect personally. Last 3 years DHL service has sadly deteriorated!!!