Worst Courier/ Customer Service Ever - DO NOT USE DHL

I have a parcel that I shipped from the US and paid a significant amount of money for transport. As per the tracking page on the DHL website, this parcel was expected to be delivered on Monday (28/12/2020).

On Monday (28/12/2020), I phoned DHL to enquire about the status of my parcel. I was informed that it will be delivered during the day, but they could not give me an estimated time. I therefore cleared my schedule for the day so that I could be at home to take delivery.

At 16:00 (28/12/2020), I phoned DHL to follow-up. I was informed that the parcel was handed over to RAM Couriers (a third party) and it will not be delivered on the day. They could not give me an estimated date but informed me that this is usually completed by 12:00pm the next day. I had wasted a day waiting for DHL and therefore, I let me feelings known to the DHL operator. He promised to escalate this to his management and try to see if he could still arrange delivery for Monday. I was promised a call back within 30minutes.

At 17:00 (28/12/2020), I phoned DHL to follow-up because I did not receive a call back. I spoke to an operator named Mzwandile. He told me that the parcel will not be delivered today and that he will follow up with RAM Couriers and give me feedback early in the morning. I asked to speak to a supervisor, but he said that there were none available.

At 9:00 (29/12/2020), I phoned DHL because I did not receive feedback. I was informed by the operator that they are having trouble contacting RAM Couriers and therefore they will email them. I will be provided with feedback within an hour.

At 10:00 (29/12/2020, I phoned DHL very upset because I did not receive feedback. I was informed by the operator (Peace Maluleke) that the item was not booked in by RAM Couriers therefore he cannot provide feedback. He mentioned that he was waiting for feedback from his Isando branch and will revert. I asked to speak to a supervisor but he did not put me through to one.

At 11:00 (29/12/2020), Peace Maluleke called me back (the first operator to do so). He informed me that the parcel was at RAM Couriers and not yet booked in. He was still trying to arrange for delivery today and will provide me with feedback.

At 16:00 (29/12/2020) I phoned DHL to follow-up because I received no feedback from Peace Maluleke. I spoke to an operator named Katherine. She stated that Peace had sent an email to Isando and was still waiting for feedback. She promised to phone me back by today with feedback. This was not done.

Some points to note: 1. I have still not received my parcel. I have no idea where it actually is and do not know when it will arrive. It took a quicker period for the parcel to come from US to SA then it will take to be delivered locally to my residence, this surely does not make sense. I believe the problem here is purely the DHL South Africa Team. 2. There were seven calls with DHL (6 of my account) and no one was able to resolve my issue or provide me with meaningful feedback even though I clearly expressed my frustration. Only one operator had the courtesy to return a call to me as promised. 3. I paid a large some of money to DHL and yet without my permission they handed over my parcel to a third party (RAM Couriers) and they do not know the status of my parcel. I find this very unprofessional. To note, I also tried contacting RAM Couriers but their lines are busy. 4. DHL seem to not be taking ownership of my parcel and do not take their customers seriously. 5. I requested to also pick-up my parcel, but they said I could not. 6. I asked for a refund for local transport, but I did not receive feedback.

I expect to receive no response or resolution from DHL based on the pathetic service I have received thus far. My intention in writing this review is to make this known to future customers to not use DHL unless you would like to receive a similar level of service.