Poor Service

Item: DHL Express
Rating: 1

I have been getting no assistance from DHL I have been requesting for feedback and am told they will call me soon and send me and email. non of that happens I was not even notified my parcel has been stopped at customs. I was told to phone at 11 am which I did then they said they will contact me now, then nothing again till I phone again . I've asked for the manager or Khutso but are never available . I'm extremely unhappy as I pay a lot of money for this service but it looks like I have to update myself if something goes wrong as my order is stuck at customs . I also had another parcel request to be returned to sender where no update was given about this. this is shocking for the price I paid and for speedy delivery for all I care you guys can do what you want now and ill just bad mouth you from no on.

Helpful (0)

Replies (2)

DHL Express's replyOfficial

03 Jun 2019, 18:11

Dear Lion, Thank you for contacting DHL Express. I apologise if your recent interaction with us has not been as seamless as we would have wanted it to be . As it currently stands, both your shipment have been detained by another division of Customs for Port Health clearance . Port Health Services monitors and evaluates all foodstuffs, cosmetics, disinfectants, hazardous substances and medicines entering South Africa and controls and monitors the possible entering of all serious contagious diseases into the country . Due to your parcel containing medication – Port health has detained it for Port Health clearance . This process can take 3-5 working days . In as much as we endeavour for positive Customer experience’s , we do not control the Customs clearance process. This process is controlled and regulated by government officials in each country . In the interim , I have requested for an update regarding the clearance status of your shipments and will be sure to revert with additional feedback tomorrow . 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

DHL Express's reply03 Jun 2019, 18:11

Official

DHL Express's replyOfficial

05 Jun 2019, 13:24

Dear Lion,

Adding on to our previous communication - please note that the consignment was successfully retrieved for delivery . Due to area of delivery being noted as "outlaying " - delivery can be expected tomorrow .

Best Regards,
Ms Buhle.S

DHL Express's reply05 Jun 2019, 13:24

Official