Terrible DHL Experience

I ordered a parcel of face shields from USA and in order to ensure delivery I checked with DHL if they are operating during the Covid19 pandemic. They ensured that they are via this tweet: https://twitter.com/DHLAfrica/status/***?s=20

My parcel arrived in South Africa on the 5th of April. I immediately contacted DHL Africa for delivery. As per the norm they requested documents to clear customs. I sent through proof of invoice, payment and bank statement as requested on the 8th of April and asked for urgent delivery. I was the told that my items would only be delivered after lockdown? When I appealed this I was told I must prove I am an essential service provider in order to get my face shields. I disputed this and was then told I had to pay a customs penalty due to my invoice not matching what is printed on the package. I explained to DHL that I did not print the delivery on the package and I have already sent my invoice as well as bank statement showing the amount paid.

Now, on a package worth $15, which I had already paid over R500 shipping (this package is 5 face scarfs and weighs less than 1kg) I was then advised that in order to clear the package I must pay R1700 which included a R800 processing fee to DHL? I again disputed this (so now around R1300 to deliver 5 face scarfs) and was told sorry that is what is needed to be paid or my package will be destroyed.

Now these are a unique design face shield so I paid the amount and sent through proof of payment on the 30th of April and was assured customs clearance will take place within 3-4 working days. Now, 5 working days later, I have not had any update on the DHL tracking website. My package still shows I must contact DHL and whenever I do I am told I need to wait.

This is terrible service from what I believed is a top shipping company. I used DHL in order to have a smooth delivery process but the experience has been anything but this.

I only write this review here now in the hope that I can get further assistance from a DHL representative who is willing to assist.

Thank you.