1 reviews | Active since Mar 2011
The worst service EVER!
I am disgusted by DHL express, the worst service experience I have ever had. My package arrived in South Africa 4 weeks ago and I still have not received it. Gugu from DHL has been calling me for over 3 weeks now with the same story, that customs was conducting an inspection and then my package will be delivered to me in 24 hours. The same lady then emails me an import duty and tax invoice yesterday without even explaining what the fees are related to, the fees were more than twice the amount I paid for my product. I requested all correspondence regarding my shipment and nothing has been sent to me. DHL has failed me as a customer. When I asked to speak to senior management they refused.
Dear Elaine,
Thank you for writing to us and for bringing the matter to our attention.
Please accept my sincere apology for the way we have handled your shipment. I did receive your complaint and looking into it.
Kindly allow me some time to investigate the matter and try to resolve it for you as quickly as possible. In regards to shipments stopped by customs, DHL does not have any control over the time it takes for customs to inspect and issue a release. The process can take anything from 24 to 48 hours and sometimes longer. I am really sorry that the information conveyed did not clearly state this.
Once again, I regret the undoubted inconvenience and undue frustration caused by this incident.
Please expect an email from me shortly.
Kind regards.
Avery Visagie
Customer Care Executive
Dear Elaine,
Thank you for writing to us and for bringing the matter to our attention.
Please accept my sincere apology for the way we have handled your shipment. I did receive your complaint and looking into it.
Kindly allow me some time to investigate the matter and try to resolve it for you as quickly as possible. In regards to shipments stopped by customs, DHL does not have any control over the time it takes for customs to inspect and issue a release. The process can take anything from 24 to 48 hours and sometimes longer. I am really sorry that the information conveyed did not clearly state this.
Once again, I regret the undoubted inconvenience and undue frustration caused by this incident.
Please expect an email from me shortly.
Kind regards.
Avery Visagie
Customer Care Executive