1 reviews | Active since Jan 2012
Shocking Service & Wrongful Interference with Goods
<p>I placed an order from the well-known and reputable international online store iHerb (http://za.iherb.com/) with DHL Express shipping on August 8 2016, as I usually do for the same items just about every month. I received my standard estimated arrival time e-mail from iHerb & DHL of 11 August 2016. </p> <p>When the package arrived in Cape Town on August 11, we were informed that the order requires an MCC permit from DHL Express, Cape Town. I e-mailed her that same day explaining that there must be a misuderstanding as I've received those same order items multiple times without any issues whatsoever. </p> <p>Three days later, after receiving no reply, I phoned Lydia on 15 August explaining the situation and she requested that I send her an e-mail with the tracking numbers of my previous orders where the items came through as well as information on one of the items. I did as she asked and sent out the e-mail that same day. Three more days later, after receiving no response, I sent a follow up e-mail on August 18 asking whether she's received my previous e-mail. </p> <p>Another day later, after yet again receiving no response, I decided to phone her today on 19 August. I was asked for my tracking number and told that she was currently busy with another call, to which I rep**** that I don't mind holding. It was then said that it is going to be a long call (I got the sense that she was avoiding my call) and was told that she'll phone me back ASAP and the operator took down my contact information. </p> <p>It is now four hours later, almost two weeks after placing my order; eight days after it has arrived at DHL Cape Town; and I still haven't recieved my order of items I've gotten multiple times in the past or a phone call / reply to my e-mails. As a loyal user of DHL shipping, it is sad to see how the comapny has droppped their standards in recent times. Unacceptable really, and should this issue not be resolved I will be forced to take this up with the top management of DHL SA, DHL USA and take legal action against the company if neccisary.</p>
Dear Louis,
Thank you for notifying us about your recent experience with DHL.
We value your feedback regarding our agents and apologize that your experience did not meet your expectations.
Please be advised that this issue is being investigated and will be addressed accordingly with the responsible personnel. Kindy be advised that I am also looking into the clearance delay and I will contact you again with feedback.
Regards,
Charmaine Ram
Customer Care Executive Office
Dear Louis,
Thank you for notifying us about your recent experience with DHL.
We value your feedback regarding our agents and apologize that your experience did not meet your expectations.
Please be advised that this issue is being investigated and will be addressed accordingly with the responsible personnel. Kindy be advised that I am also looking into the clearance delay and I will contact you again with feedback.
Regards,
Charmaine Ram
Customer Care Executive Office
Just to provide an update regarding the issue, I received an e-mail from DHL on Friday, 19 August afternoon from an ISPN / Imports - Team Leader whom stated they have resolved the issue and that I have to pay in an extra R447.14 for "Duty, VAT and Disembur*****t Fee" to DHL for the customs clearing process (it is worth noting that at 50% of the total order amount, which was R896.21, this is quite an excissive extra charge for importing products don't you think). However as it was deemed a neccisity, I then proceeded to make EFT payment as instructed and forwarded my proof of payment to DHL.
Later that evening I received a call from a Robert Marshall, Customer Service Manager at DHL Express South Africa whom extended an apology for the delay in service, as well as a rather determined attempt at motivating his personal view that we should be thankful that customs are so thorough in this country as there are drugs and other dargerous goods being stopped by them daily. Upon my follow up question, asking him which item in my order it was that the MCC permit is required for. He said that it was the Biotin (Vitamin B7) in the multivitamin I ordered that requires a permit from the MCC (Medicines Control Council)...
To put things into perspective here, my exact items ordered are:
1) A Multi-Vitamin/Nutrient - http://za.iherb.com/Life-Extension-Life-Extension-Mix-Capsules-100-Capsules/67026
2) Ginkgo Biloba - http://za.iherb.com/Nature-s-Way-Ginkgold-Memory-Concentration-60-mg-150-Tablets/4225
3) Eurycoma Longifolia - http://za.iherb.com/Advance-Physician-Formulas-Inc-Tongkat-Ali-200-mg-60-Capsules/54567
These are all 100% natural, comonly sold health supplements that are even available in South Africa (although at unreliable quality standards, hence importing them). These items have come through without any issues in the past, and are from the the safest and most reliable companies in international supplement manufacturing.
Moving on to Saturday morning August 20, where I received an e-mail from the ISPN Supervisor (Customs Affairs Cape Town) that they received a rejection from customs (Code 4) and that my order has been detained by Port Health. He stated that there is not much he can do and that Port Health is not open for him to enquire and confirm the reason for the detain. So, after paying an extra 50% of total order value in customs charges, they detained my order without reason...
Just to provide an update regarding the issue, I received an e-mail from DHL on Friday, 19 August afternoon from an ISPN / Imports - Team Leader whom stated they have resolved the issue and that I have to pay in an extra R447.14 for "Duty, VAT and Disembur*****t Fee" to DHL for the customs clearing process (it is worth noting that at 50% of the total order amount, which was R896.21, this is quite an excissive extra charge for importing products don't you think). However as it was deemed a neccisity, I then proceeded to make EFT payment as instructed and forwarded my proof of payment to DHL.
Later that evening I received a call from a Robert Marshall, Customer Service Manager at DHL Express South Africa whom extended an apology for the delay in service, as well as a rather determined attempt at motivating his personal view that we should be thankful that customs are so thorough in this country as there are drugs and other dargerous goods being stopped by them daily. Upon my follow up question, asking him which item in my order it was that the MCC permit is required for. He said that it was the Biotin (Vitamin B7) in the multivitamin I ordered that requires a permit from the MCC (Medicines Control Council)...
To put things into perspective here, my exact items ordered are:
1) A Multi-Vitamin/Nutrient - http://za.iherb.com/Life-Extension-Life-Extension-Mix-Capsules-100-Capsules/67026
2) Ginkgo Biloba - http://za.iherb.com/Nature-s-Way-Ginkgold-Memory-Concentration-60-mg-150-Tablets/4225
3) Eurycoma Longifolia - http://za.iherb.com/Advance-Physician-Formulas-Inc-Tongkat-Ali-200-mg-60-Capsules/54567
These are all 100% natural, comonly sold health supplements that are even available in South Africa (although at unreliable quality standards, hence importing them). These items have come through without any issues in the past, and are from the the safest and most reliable companies in international supplement manufacturing.
Moving on to Saturday morning August 20, where I received an e-mail from the ISPN Supervisor (Customs Affairs Cape Town) that they received a rejection from customs (Code 4) and that my order has been detained by Port Health. He stated that there is not much he can do and that Port Health is not open for him to enquire and confirm the reason for the detain. So, after paying an extra 50% of total order value in customs charges, they detained my order without reason...
Good morning Louis,
I do again apologise for all the inconvenience the delay of your shipment has caused.
As discussed, your shipment was stopped by Customs and then detained by Port Health for inspection. Customs officials randomly stop a selection of shipments for inspection and yours was one of them. Once the inspection has been completed a report of the events and findings is sent our Stops Department and if there are no additional requirements needed then the shipment is released. Should Customs require further information then the receiver is requested to provide the information or documents. The documents then are submitted to Customs and if there are any discrepancies found then penalties are imposed if none are found the shipment gets released for delivery.
It is with pleasure that I confirm that your shipment has been released and will be delivered this afternoon.
Kind regards
Charmaine Ram
Customer Care Executive.
Good morning Louis,
I do again apologise for all the inconvenience the delay of your shipment has caused.
As discussed, your shipment was stopped by Customs and then detained by Port Health for inspection. Customs officials randomly stop a selection of shipments for inspection and yours was one of them. Once the inspection has been completed a report of the events and findings is sent our Stops Department and if there are no additional requirements needed then the shipment is released. Should Customs require further information then the receiver is requested to provide the information or documents. The documents then are submitted to Customs and if there are any discrepancies found then penalties are imposed if none are found the shipment gets released for delivery.
It is with pleasure that I confirm that your shipment has been released and will be delivered this afternoon.
Kind regards
Charmaine Ram
Customer Care Executive.
10 days since arrival in Cape Town, allot of unnecisary time and energy spent later, and my package has finally been delivered this afternoon on 22 August.
All of this could of been avoided, as in my very first e-mail to Lydia Shokgolo (whose unresponsivness led to this escalation), I stated explicitely that there must be some kind of mistake, that there are no MCC permits required for this order and to kindly take the matter up with their Customs Affairs department, whereupon I received no response.
I would like to thank Nemalan Govender (ISPN / Imports - Team Leader) and Charmaine Ram (Customer Care Executive) especially for their quick response, constant updates, and part played in resolving the issue, I've decided to convert this complaint as the situation was adressed and resolved in a timely and effective manner.
10 days since arrival in Cape Town, allot of unnecisary time and energy spent later, and my package has finally been delivered this afternoon on 22 August.
All of this could of been avoided, as in my very first e-mail to Lydia Shokgolo (whose unresponsivness led to this escalation), I stated explicitely that there must be some kind of mistake, that there are no MCC permits required for this order and to kindly take the matter up with their Customs Affairs department, whereupon I received no response.
I would like to thank Nemalan Govender (ISPN / Imports - Team Leader) and Charmaine Ram (Customer Care Executive) especially for their quick response, constant updates, and part played in resolving the issue, I've decided to convert this complaint as the situation was adressed and resolved in a timely and effective manner.