Dhl International
Failure to process goods through customs timeously

This is unfortunately not the first time with bad service finger pointing between DHL and SA Customs, but DHL is the company I am paying DEARLY to ship and clear my goods for express international service but can sit on average 5-14 days still unresolved.

The most current situation is with my order which arrived approx. 8AM 27 Aug 2013. I only receive a payment notification 27 Aug 2013 19:31. Payment is done the next morning and receipt is confirmed by DHL by 28 Aug 2013 14:05.

I am then notified by Jaco Bester form DHL on 29 Aug 2013 approx. 14:00 that the goods have been stopped for random customs inspection and has been booked in on 30 Aug 2013.

When I call on 30 Aug 2013, I was told by Jason Joseph (DHL) that it has not been inspected and would be booked in for Saturday, 31 Aug 2013 to be inspected by customs.

I call for follow up on 2 Sept 2013 and am told by Jason that it is not yet inspected by customs. I called Nandi Hlatshwayo (DHL) who previously worked with some of my shipments and she said it was not booked in for inspection. She booked it in and it got inspected on 3 Sept 2013. Still awaiting release.

I don't understand why DHL takes so long and has no escalation

Company: Dhl International
Country: South Africa
City: OR Tambo, JHB

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