Shocking Service !

My package arrived in JNB on Wednesday, 22 August (from Hong Kong). Following all the processes, I should have received the package by Friday, 24 August. I was not contacted by anyone from DHL, when the package arrived. As I was expecting this package, I logged on to track it and then proceeded to give them a call early Thursday morning. I was asked to provide my ID number and email address as there was customs duties and taxes to the value of R347.48 to be paid. Received the invoice and payment link on Thursday, 23 August at 08:44 and proceeded to pay immediately. Payment done on Thursday, 23 August at 08:58.

I called DHL a few hours later to check on progress and whether they had received payment. Was advised payment received, but the package was stopped by Port Health for physical inspection. I was assured, the inspection would be done on Thursday afternoon around 16:00.

Friday morning, 24 August, I followed up once again with DHL, spoke to a lady named Brenda and was advised that the package was booked for an inspection on Friday afternoon, 24 August at 16:00. Once again, this did not happen and received no updates from DHL.

This brings me to Monday, 27 August, I waited for the DHL customs office to open so I could chat to Brenda, as I had spoken to her on Friday. She assured me (after speaking to someone in Port Health - I held on the line whilst she did this) that they would inspect the package between 10 - 11 am yesterday morning. That never happened.

I then sent an email to Buhle Sekoboane from the Customer Care Executive Office at 11:10 on Monday, 27 August. And once again - no response !

I proceeded to email Brenda at 12:05, Monday, 27 August, as clearly my telephone calls seem to fall on deaf ears. Received a reply from Brenda at 15:52 as follows:

" We are still waiting on port health, they delayed most of our shipment from last week Thursday as they Didn’t come to inspect, I’m hopeful that we will get positive feedback today. " I checked the status on the website this morning, Tuesday 28 August 07:30 and once again no inspection has been done on the package. I cannot understand how it take more than 3 days for Port Health to inspect 1 box. This is not a container / huge shipment, so it boggles my mind that a simple inspection can take this long.

As nobody seems to be interested in following this through, I will be emailing your Customer Services manager shortly and will also email your DHL International team, as I think they need to be made aware of the lack of good customer service that we consistently have to accept from DHL SA. This is UNACCEPTABLE !