1 reviews | Active since May 2018
Unprofessional Service - DHL is a disgrace
After sending my daughter a parcel to Italy via DHL on the 2nd May and after paying R2900.00 for the parcel to leave SA. I am now having to deal with unpleasant Customer Services Agents that promise to help me but to no avail. They are so rude, have no telephone manners (who give them training)?
Ayanda Mahlangu, who started off so friendly and after agreeing to to help me, doesn't return calls and when I escalated it to her Supervisor, Sebastian he failed to call me back today at 12 noon. So I escalated this to DHL Head Office, of which their CEO is apparently on leave, they don't have anyone in his absence. Nevertheless I spoke to Mariska, who was really nice and said she would assist me: NOW I AM STILL WAITING FOR DHL TO CALL ME All I am asking for, is too pay the Customs Duties owed from here in SA, as my daughter who is only 19 years old doesn't have the 60 Euro's to pay for the parcel when they deliver it to her . The contents of the parcel is SA sweets, Ouma rucks (of which I was told I could send) small birthday gifts and VERY old summer clothing. Parcel is not even worth R 1000.00
Can't believe I am been ignored and not assisted, when all I am asking for is HELP!! Think a drive in my car to DHL Head Office needs to be arranged and also I am going to spread this all over Social Media...... to get attention and for my parcel to be delivered to my daughter.
Dear Lee-Anne,
Thank you for contacting DHL Express.
I must apologise regarding the manner in which this matter has been handled, and assure you that the matter has not been taken lightly and is in no way reflective of the level of service that DHL Express prides itself in.
I’ve looked into your case and whilst we are more than happy to assist you with paying Italy Customs duties here in South Africa, we are restricted by Customs regulations in Italy . Our office’s in Italy has advised us that due to shipment containing food stuff, it then had to undergo sanitary inspection and sanitary fees ( EUR 36.6) were charged. Unfortunately this Sanitary fees amount can only be paid by the receiver and cannot be billed back to us here in South Africa .
The best way to ensure clearance of this shipment – Our Italy office’s have advised to rather send funds directly to your daughter so she can pay Customs to have shipment cleared for delivery. In as much as we endeavor for positive Customer experiences, DHL does not control the Customs clearance process . The process and regulated and controlled by government officials in each country , DHL has no choice but to abide .
Please find my direct contact details below should you need to get in contact with me .
Best Regards,
Ms Buhle Sekoboane
Customer Care Executive Office
DHL Express – South Africa
DHL House
Cnr: Fabriek and Van Acht Streets
Isando, Gauteng, 1600
Dear Lee-Anne,
Thank you for contacting DHL Express.
I must apologise regarding the manner in which this matter has been handled, and assure you that the matter has not been taken lightly and is in no way reflective of the level of service that DHL Express prides itself in.
I’ve looked into your case and whilst we are more than happy to assist you with paying Italy Customs duties here in South Africa, we are restricted by Customs regulations in Italy . Our office’s in Italy has advised us that due to shipment containing food stuff, it then had to undergo sanitary inspection and sanitary fees ( EUR 36.6) were charged. Unfortunately this Sanitary fees amount can only be paid by the receiver and cannot be billed back to us here in South Africa .
The best way to ensure clearance of this shipment – Our Italy office’s have advised to rather send funds directly to your daughter so she can pay Customs to have shipment cleared for delivery. In as much as we endeavor for positive Customer experiences, DHL does not control the Customs clearance process . The process and regulated and controlled by government officials in each country , DHL has no choice but to abide .
Please find my direct contact details below should you need to get in contact with me .
Best Regards,
Ms Buhle Sekoboane
Customer Care Executive Office
DHL Express – South Africa
DHL House
Cnr: Fabriek and Van Acht Streets
Isando, Gauteng, 1600