Terrible service from DHL

Absolutely terrible service. I went to DHL an outlet on 16/01/2019. I booked and paid for the import of goods from the US. I have been told that goods will be here on Friday 18/01/2019. I stopped at the branch on Friday 18/01/2019 to find out if everything is in order and my package is on the way. I have been informed that they tracked the shipment and goods will be delivered later same afternoon or the latest on Monday morning to branch. I couldn't make it into a branch on Monday, but according to them goods should be there and waiting for me to pick up. But when I come home, I had an e-mail from my business partners in the US that my goods are still at their warehouse and nobody pick them up yet. So I sent E-mail to DHL they couldn't explain why goods weren't collected. Lady at till check they records and she says there is nothing written, so she doesn't know what happens. Anyhow, they start a chase delivery and goods arrived in SA Friday 25/01/2019. They send me the mail that I need to pay VAT and duty fees, which I paid on Friday from my FNB account to their FNB account, to not create any delays. Now Monday afternoon I am sitting in my office and sending numerous e-mail to Lungile Dlamini (DHL ZA), with a question to update me on the status of the shipment. No reply to my mail yet. I sent the first e-mail at 08:05 morning. That is absolutely not acceptable. My client is chasing me as they are in immediate needs of the goods and I am not able to give them a straight answer because I do not have single communication from DHL representative. This was the first time I used them and I am definitely sure that was last time. If that should be German precision and quality, I am sorry for them.