RH
Raeesa H
1 reviews | Active since Dec 2015
28 Dec 2015, 17:35
Still waiting for nov parcel
Dhl being such a huge company still has my parcel for almost 2 months now. When one pays for express one expects service. I was given the excuse that its the festive season and customs is short staffed but how is this possible when my parcel was here on the 14th november.aparantly documents were sent to control border unit on the 2nd dec but i still havnt heard anything from them. Documents resent today and file goes from one person to the next. Definately the last time i will be utilising dhl. Rather support another company. Responses have been copy and paste responses- how unprofessional
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DHL Express's replyOfficial
29 Dec 2015, 10:10Hello Cons1305,
Dear Raeesa,
I'm really sorry about the frustration that you have been experiencing with the delay of the clearance of your parcel.
You're absolutely right: when one pays for an express service, it should not take this long for a parcel to be delivered . In as much as we endeavor for positive customer experiences we do not control the customs clearance process. The transit times quoted on our shipments is dependent on customs clearance and the customs authorities in the country.
I have forwarded you an e-mail with the latest update on your case, kindly confirm if received ?
I have also been informed that you were contacted and updated accordingly .
We are working closely with Customs on your case , and are following up with them daily to ensure that this parcel is cleared.
All the paperwork has been submitted.
I will update you as soon as I have received feedback.
Thank you & kind regards,
_____________________________________________________________
Ms Buhle.Sekoboane
Customer Care Executive - Executive office | DHL Express
Dear Raeesa,
I'm really sorry about the frustration that you have been experiencing with the delay of the clearance of your parcel.
You're absolutely right: when one pays for an express service, it should not take this long for a parcel to be delivered . In as much as we endeavor for positive customer experiences we do not control the customs clearance process. The transit times quoted on our shipments is dependent on customs clearance and the customs authorities in the country.
I have forwarded you an e-mail with the latest update on your case, kindly confirm if received ?
I have also been informed that you were contacted and updated accordingly .
We are working closely with Customs on your case , and are following up with them daily to ensure that this parcel is cleared.
All the paperwork has been submitted.
I will update you as soon as I have received feedback.
Thank you & kind regards,
_____________________________________________________________
Ms Buhle.Sekoboane
Customer Care Executive - Executive office | DHL Express
DHL Express's reply29 Dec 2015, 10:10
Official
Hello Cons1305,
Dear Raeesa,
I'm really sorry about the frustration that you have been experiencing with the delay of the clearance of your parcel.
You're absolutely right: when one pays for an express service, it should not take this long for a parcel to be delivered . In as much as we endeavor for positive customer experiences we do not control the customs clearance process. The transit times quoted on our shipments is dependent on customs clearance and the customs authorities in the country.
I have forwarded you an e-mail with the latest update on your case, kindly confirm if received ?
I have also been informed that you were contacted and updated accordingly .
We are working closely with Customs on your case , and are following up with them daily to ensure that this parcel is cleared.
All the paperwork has been submitted.
I will update you as soon as I have received feedback.
Thank you & kind regards,
_____________________________________________________________
Ms Buhle.Sekoboane
Customer Care Executive - Executive office | DHL Express
Dear Raeesa,
I'm really sorry about the frustration that you have been experiencing with the delay of the clearance of your parcel.
You're absolutely right: when one pays for an express service, it should not take this long for a parcel to be delivered . In as much as we endeavor for positive customer experiences we do not control the customs clearance process. The transit times quoted on our shipments is dependent on customs clearance and the customs authorities in the country.
I have forwarded you an e-mail with the latest update on your case, kindly confirm if received ?
I have also been informed that you were contacted and updated accordingly .
We are working closely with Customs on your case , and are following up with them daily to ensure that this parcel is cleared.
All the paperwork has been submitted.
I will update you as soon as I have received feedback.
Thank you & kind regards,
_____________________________________________________________
Ms Buhle.Sekoboane
Customer Care Executive - Executive office | DHL Express