Terrible service, complete lack of communication

I wish I had seen the other reviews prior to ordering from an online retailer. It turns out that shipping was done via DHL Express. Although the call centre staff are quite friendly and try to assist, there are clearly some disconnect as no status updates are forthcoming.

This is a fairly low value item that is not available locally hence it was ordered from the US. Customs & shipping was paid upon order completion.

* Parcel arrived in South Africa on 1 August 2019 and was promptly flagged for customs inspection. * Only upon contacting the call centre on 6 August 2019 was I informed of this and asked to submit supporting documentation, which was done immediately * Contacted the call centre again on 13 August as no status updates were forthcoming. The staff were unable to provide me with an update, I also received no phone call (promised) from assigned customs officer. * Contacted the call centre again on 20 August 2019 as no status updates are forthcoming, assigned customs officer's phone goes unanswered.