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JL
Jp L

1 reviews | Active since Dec 2018

24 Apr 2019, 16:11

Poor service DHL express door to door

We are in the process of applying for my wife's british passport and have untill the 6th May 2019 to submit all our documents in the UK then our application will expire. We requested a quote online from dhl express for door to door delivery. The response was quick from Duduzile Nkosi up untill we made the payment of R1070 on monday 22 April 2019. After that i received no response or help from Duduzile Nkosi. I phoned on Tuesday and was told that the package would be picked up on Tuesday and then couriered. They did not come on tuesday. Today the 24th april 2019 we've been phoning sinve this morning to ensure that they would pick up the package today. We were told multiple times that the package would be picked up today but nothing! We were told by one person that the order was received late yesterday that's why it wasn't delivered and that it would be delivered today. Another person told us that they should have picked up the package yesterday and it was not updated after that. We have requested call backs and got none, we requested a refund but got no answer. One person wo told us the package would be picked up today and to follow up after 3, his name is Tsepo and the reference number he gave me is 23/097670.

The place of pick-up is Lamberts bay, 8130, Western cape.

These documents needs to be delivered urgently.

0
Replies (4)
JL
Jp L's update24 Apr 2019, 16:32
Reviewer Update
The issue was sorted
DHL Express
DHL Express's reply24 Apr 2019, 18:41
Official
Dear Jp ,
 
Thank you for contacting DHL Express .
 
We apologise if your recent interaction with us has not been as seamless as we would have wanted it to be .
 
Due to collection area defined as “outlaying “ , we use the Services of a Third party to collect in this area. The collection was handed over to our subcontractor for the 23/04/2019 – but were informed area serviced Tuesday’s & Thursdays .
 
We have escalated the matter internally to the Senior management at RAM – I have been assured collection will take place tomorrow .
 
I have also forwarded you an e-mail with my direct details should you need to contact me .
 
I will be in contact again tomorrow to confirm collection arrangments .
 
Best Regards,
Ms Buhle Sekoboane
Customer Care Executive Office
 
DHL Express – South Africa
DHL House
Cnr: Fabriek and Van Acht Streets
Isando, Gauteng, 1600
 
 
JL
Jp L's update24 Apr 2019, 18:51
Reviewer Update
Hello, Thank you for the response, RAM courier arrived after 4 and collected the package.
JL
Jp L's update02 May 2019, 14:10
Reviewer Update
So now we are told that the package won't be delivered today. Our deadline is next week monday. The package was sent to the wrong address yesterday to Southampton and was then resent to the correct place and is now in east Midlands. Even though we gave the correct postal code. You were phoned and no we're told the package would be delivered next week. Are you guys purposefully *****ing this up? The package is through customs already, what is the problem?