Dhl International
Ongoing customs refund

I received a gift from the Netherlands and the sender settled the customs and duties. This was CLEARLY indicated on the parcel. After inquiring why the parcel took over 10 days to be delivered to Pretoria, DHL claimed that it was still up for clearance at customs. (At this stage the parcel had been at customs for over 10 days). DHL also claimed that they didn't have my contact details... Details clearly indicated on the parcel as well as noted by DHL in the Netherlands.

Upon asking why I, the receiver, have to pay duties, DHL South Africa claimed they never received instruction that the sender had already paid the duties. So I payed the R 2476, 08 due, just to get my parcel. After delivery, I phoned DHL again, who this time confirmed that the sender had already paid the duties in question. I immediately applied for a refund, but it takes 5-6 days to get the money back! This is insane, seeing that it was DHL's mistake! And after sending two e-mails for an update, I still have no reply.

Company: Dhl International
Country: South Africa
City: Johannesburg

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