1 reviews | Active since Feb 2018
Worst ever correspondence and feedback regarding parcel status and correcting mistakes that DHL made themselves.
Worst ever correspondence and feedback regarding parcel status and correcting mistakes that DHL made themselves. Incredibly poor service especially by Howard Leine in the VOC department- ignoring emails and phone calls.
Initially I was invoiced incorrectly by DHL for my duty and tax upon the parcel arriving in South Africa. Since then I've been in discussion with them to amend the invoice which was eventually finalized yesterday(3 weeks after lodging a complaint) and then payed on the same day.
During this time I was never informed that the parcel will be sent back to the shipper even though I had been in contact with them up till yesterday.
Then after paying the duty and taxes invoice I saw on the shipment tracker that it has now been sent back to the shipper.
Since the parcel arrived in South Africa I had never ignored messages or phone calls and I never held up the process of the parcel being delivered.
The initial mistake by DHL to incorrectly invoice my account and then withholding the parcel and returning it to the shipper without my knowledge is unacceptable.
I have numerous emails to prove my correspondence with them. Everything in the parcel was meant to be used this coming weekend and now I'm sitting with nothing 4 weeks after placing my order and having paid shipping, duties and taxes amounting to more than the actual parcel's value.
They have now said that I have to contact the shipper for further details.
Dear Marais,
Thank you for posting to DHL Express.
I am sorry to learn of the inconvenience this matter has caused you –The Account holder , which is the shipper instructed for this shipment to be returned back to them .
We have attempted to request for a reason for the instruction and we have been informed that this is directly between the Account holder and yourself . In as much as we endeavor for positive Customer experience’s , the legally binding transit contract is between DHL Express and the Account holder . The direct instruction to return this shipment was provided, in writing by the Account holder and the request was carried out as instructed.
The consignment has been returned , under DHL awb : ***, for additional information regarding this instruction , please contact you Shipper directly and they will be able to further assist.
Should additional clarification be required, please do not hesitate to contact me on the details below .
Best Regards,
Customer Care Executive Office
DHL House
Cnr: Fabriek and Van Acht Streets
Isando, Gauteng, 1600
Dear Marais,
Thank you for posting to DHL Express.
I am sorry to learn of the inconvenience this matter has caused you –The Account holder , which is the shipper instructed for this shipment to be returned back to them .
We have attempted to request for a reason for the instruction and we have been informed that this is directly between the Account holder and yourself . In as much as we endeavor for positive Customer experience’s , the legally binding transit contract is between DHL Express and the Account holder . The direct instruction to return this shipment was provided, in writing by the Account holder and the request was carried out as instructed.
The consignment has been returned , under DHL awb : ***, for additional information regarding this instruction , please contact you Shipper directly and they will be able to further assist.
Should additional clarification be required, please do not hesitate to contact me on the details below .
Best Regards,
Customer Care Executive Office
DHL House
Cnr: Fabriek and Van Acht Streets
Isando, Gauteng, 1600