AM
Anam M
1 reviews | Active since Feb 2020
12 Feb 2026, 16:28
Systemic Failure – Shipment Stuck, No Timeline, No Accountability
This has been one of the most frustrating courier experiences I’ve encountered.
My DHL Express shipment was scheduled for delivery on 10 February. That date was missed, and the estimated delivery date has now been completely removed from the tracking system.
The parcel has been stuck in customs for over 72 hours with zero movement, and no penalty has even been issued. During a call with a DHL representative, I was informed that there is a backlog within their customs department and that this week will likely end without delivery. I was further advised that even early next week may pass without progress. In other words, there is no timeline.
A customer should not suffer indefinite delays because of internal operational backlogs. Removing the delivery date instead of providing clarity reflects a serious breakdown in process, communication, and accountability.
DHL Express positions itself as a premium logistics provider. This experience reflects the opposite. At this stage, I am requesting urgent intervention and a confirmed delivery timeline.
Helpful (0)
Replies (4)0
Replies (4)
DHL Express's replyOfficial
16 Feb 2026, 13:08Dear Anam
We appreciate your bringing this issue to our attention.
Please accept our apologies for any inconvenience caused. We are committed to resolving the matter promptly and have already engaged the appropriate department. Rest assured, we are dedicated to providing you with our finest services at all times and will follow up with you within the next two hours.
Kind Regards,
Customer Care Team ZA | DHL Express ZA | DHL Express
DHL International Pty Ltd t/a DHL Express
Waterfall Logistics Precinct,
Pretoria Main Road,
Waterfall City,
Midrand, 2090
Gauteng
South Africa
***
We appreciate your bringing this issue to our attention.
Please accept our apologies for any inconvenience caused. We are committed to resolving the matter promptly and have already engaged the appropriate department. Rest assured, we are dedicated to providing you with our finest services at all times and will follow up with you within the next two hours.
Kind Regards,
Customer Care Team ZA | DHL Express ZA | DHL Express
DHL International Pty Ltd t/a DHL Express
Waterfall Logistics Precinct,
Pretoria Main Road,
Waterfall City,
Midrand, 2090
Gauteng
South Africa
***
DHL Express's reply16 Feb 2026, 13:08
Official
Dear Anam
We appreciate your bringing this issue to our attention.
Please accept our apologies for any inconvenience caused. We are committed to resolving the matter promptly and have already engaged the appropriate department. Rest assured, we are dedicated to providing you with our finest services at all times and will follow up with you within the next two hours.
Kind Regards,
Customer Care Team ZA | DHL Express ZA | DHL Express
DHL International Pty Ltd t/a DHL Express
Waterfall Logistics Precinct,
Pretoria Main Road,
Waterfall City,
Midrand, 2090
Gauteng
South Africa
***
We appreciate your bringing this issue to our attention.
Please accept our apologies for any inconvenience caused. We are committed to resolving the matter promptly and have already engaged the appropriate department. Rest assured, we are dedicated to providing you with our finest services at all times and will follow up with you within the next two hours.
Kind Regards,
Customer Care Team ZA | DHL Express ZA | DHL Express
DHL International Pty Ltd t/a DHL Express
Waterfall Logistics Precinct,
Pretoria Main Road,
Waterfall City,
Midrand, 2090
Gauteng
South Africa
***
AM
Anam M's updateReviewer Update
18 Feb 2026, 11:35Hi good morning,
it’s now 2 days later , 44 hours after the 2 hours you will promised of follow up, and my shipment is stuck in the same place since the 6th of February no progress as all.
it’s now 2 days later , 44 hours after the 2 hours you will promised of follow up, and my shipment is stuck in the same place since the 6th of February no progress as all.
AM
Anam M's update18 Feb 2026, 11:35
Reviewer Update
Hi good morning,
it’s now 2 days later , 44 hours after the 2 hours you will promised of follow up, and my shipment is stuck in the same place since the 6th of February no progress as all.
it’s now 2 days later , 44 hours after the 2 hours you will promised of follow up, and my shipment is stuck in the same place since the 6th of February no progress as all.
DHL Express's replyOfficial
18 Feb 2026, 11:54Dear Anam,
I sincerely apologize for the manner in which this has been handled.
Please note your case has been escalated to a senior for urgent attention; she will contact you for updates.
Kind Regards,
Customer Care Team ZA | DHL Express ZA | DHL Express
DHL International Pty Ltd t/a DHL Express
Waterfall Logistics Precinct,
Pretoria Main Road,
Waterfall City,
Midrand, 2090
Gauteng
South Africa
***
I sincerely apologize for the manner in which this has been handled.
Please note your case has been escalated to a senior for urgent attention; she will contact you for updates.
Kind Regards,
Customer Care Team ZA | DHL Express ZA | DHL Express
DHL International Pty Ltd t/a DHL Express
Waterfall Logistics Precinct,
Pretoria Main Road,
Waterfall City,
Midrand, 2090
Gauteng
South Africa
***
DHL Express's reply18 Feb 2026, 11:54
Official
Dear Anam,
I sincerely apologize for the manner in which this has been handled.
Please note your case has been escalated to a senior for urgent attention; she will contact you for updates.
Kind Regards,
Customer Care Team ZA | DHL Express ZA | DHL Express
DHL International Pty Ltd t/a DHL Express
Waterfall Logistics Precinct,
Pretoria Main Road,
Waterfall City,
Midrand, 2090
Gauteng
South Africa
***
I sincerely apologize for the manner in which this has been handled.
Please note your case has been escalated to a senior for urgent attention; she will contact you for updates.
Kind Regards,
Customer Care Team ZA | DHL Express ZA | DHL Express
DHL International Pty Ltd t/a DHL Express
Waterfall Logistics Precinct,
Pretoria Main Road,
Waterfall City,
Midrand, 2090
Gauteng
South Africa
***
AM
Anam M's updateReviewer Update
23 Feb 2026, 18:28Good evening
I don’t even know how else to explain how much this situation is affecting me at this point.
The reason I bought this phone which is the shipment is because my current one is already failing. It’s glitching, switching off unexpectedly, and giving me constant problems. I genuinely don’t think it will even last until Friday. If it stops working, I will have no way to track the shipment, receive delivery notifications, or even communicate properly, and I don’t have an alternative number.
This is now impacting my work as well. I rely on my phone for my clocking system, daily communication, and even something as basic as my alarm to wake up in the morning. Without it, my routine and my responsibilities are directly affected.
This shipment is not a luxury purchase. It was meant to solve a problem I was already dealing with. Instead, the delay has made my life more stressful and complicated.
I truly appreciate the escalations that have been done so far, but I feel helpless right now. I don’t know what else can be done, but I urgently need this matter prioritised. This delay is no longer just inconvenient, it is affecting my day to day life. It has now already been 3 weeks.
Please, if there is any possible way to speed this up, I am asking for your assistance.
Kind regards,Anam
I don’t even know how else to explain how much this situation is affecting me at this point.
The reason I bought this phone which is the shipment is because my current one is already failing. It’s glitching, switching off unexpectedly, and giving me constant problems. I genuinely don’t think it will even last until Friday. If it stops working, I will have no way to track the shipment, receive delivery notifications, or even communicate properly, and I don’t have an alternative number.
This is now impacting my work as well. I rely on my phone for my clocking system, daily communication, and even something as basic as my alarm to wake up in the morning. Without it, my routine and my responsibilities are directly affected.
This shipment is not a luxury purchase. It was meant to solve a problem I was already dealing with. Instead, the delay has made my life more stressful and complicated.
I truly appreciate the escalations that have been done so far, but I feel helpless right now. I don’t know what else can be done, but I urgently need this matter prioritised. This delay is no longer just inconvenient, it is affecting my day to day life. It has now already been 3 weeks.
Please, if there is any possible way to speed this up, I am asking for your assistance.
Kind regards,Anam
AM
Anam M's update23 Feb 2026, 18:28
Reviewer Update
Good evening
I don’t even know how else to explain how much this situation is affecting me at this point.
The reason I bought this phone which is the shipment is because my current one is already failing. It’s glitching, switching off unexpectedly, and giving me constant problems. I genuinely don’t think it will even last until Friday. If it stops working, I will have no way to track the shipment, receive delivery notifications, or even communicate properly, and I don’t have an alternative number.
This is now impacting my work as well. I rely on my phone for my clocking system, daily communication, and even something as basic as my alarm to wake up in the morning. Without it, my routine and my responsibilities are directly affected.
This shipment is not a luxury purchase. It was meant to solve a problem I was already dealing with. Instead, the delay has made my life more stressful and complicated.
I truly appreciate the escalations that have been done so far, but I feel helpless right now. I don’t know what else can be done, but I urgently need this matter prioritised. This delay is no longer just inconvenient, it is affecting my day to day life. It has now already been 3 weeks.
Please, if there is any possible way to speed this up, I am asking for your assistance.
Kind regards,Anam
I don’t even know how else to explain how much this situation is affecting me at this point.
The reason I bought this phone which is the shipment is because my current one is already failing. It’s glitching, switching off unexpectedly, and giving me constant problems. I genuinely don’t think it will even last until Friday. If it stops working, I will have no way to track the shipment, receive delivery notifications, or even communicate properly, and I don’t have an alternative number.
This is now impacting my work as well. I rely on my phone for my clocking system, daily communication, and even something as basic as my alarm to wake up in the morning. Without it, my routine and my responsibilities are directly affected.
This shipment is not a luxury purchase. It was meant to solve a problem I was already dealing with. Instead, the delay has made my life more stressful and complicated.
I truly appreciate the escalations that have been done so far, but I feel helpless right now. I don’t know what else can be done, but I urgently need this matter prioritised. This delay is no longer just inconvenient, it is affecting my day to day life. It has now already been 3 weeks.
Please, if there is any possible way to speed this up, I am asking for your assistance.
Kind regards,Anam