We required an EMERGENCY courier service for a document to be shipped to Norway on Friday, 23 August 2013. We specifically chose DHL as they promised that it would be delivered in Norway on Monday, 26 August 2013.
We logged the EMERGENCY call and made payment early Friday morning.By 17:00 the courier had still not arrived for collection saying they got lost. Could they not have called for directions (considering that it is an EMERGENCY shipment!)???
The parcel was collected on Monday, 26 August 2013 by the third party RAM Couriers to be handed over to the Pretoria DHL branch for shipment. According to DHL the branch sent it back to RAM because they queried the delivery address. We were trying to follow up on the parcel everyday with no feedback on where it is, until yesterday when they realized it has not even been handed over and had not even left the country yet!!!
When there is any query on a parcel, do they not phone the customer to resolve it???
There seems to be no regard to the sense of urgency and no pro-active service from DHL. Not once was I handed over to a manager that could manage the crisis situation. This has resulted in dire consequences for the recipient.
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