UNACCEPTABLE CUSTOMER SERVICE

After ordering from the UAE, I received one email from DHL on 19/09/2017 confirming that my order was on its way. I have used DHL before and within 5 to 7 business days my parcels were delivered at my door. This time however, it took me calling the service center every day and wasting my airtime for over a week only to get no feed back on what's going on. On Monday this week I called in again for the last time and was told that my shipment hasn't moved from the warehouse as yet, this has been 13 days and still, and I was told that my shipment was scheduled for delivery on that Monday. I requested the agent gather the correct information and call me back urgently. My call was not returned as I had expected. So on Tuesday morning I was sick of calling and holding on for 30 or more minutes, so I complained via the website which by the way gives a very vague update of the progress of your shipment. Only then did I receive a call from a DHL agent who gave me an excuse about a new system which caused hiccups and that my ID number is outstanding, which I had given to the agent I chatted to on Monday. I was furious and requested a manager call me back and a query be opened in this regard. I was told I would receive a call within 2 hours, which turned into 5 hours. After chatting to a manager and explaining my frustration I was assured that things would run smoothly and no hickups, that DHL would reimburse me for the release fee after I had paid the customs and import duties and she also confirmed the new system migration causing a backlog. I was told she would get onto my case immediately and email me the details etc. Till today I have not received the email. Yesterday I received another call from DHL requesting MY ID NUMBER AGAIN!!!! This got me fuming and I asked the agent to track the communication between myself and DHL in the past few days and find the manager I chatted to and find out what the hell is going on. Still waiting on someone to call and ask me for the same thing again...pathetic service and lack of integrity from such a world renowned company! Way to keep your company's name up high!!!!!