4 days after my shipment arrived in JHB and I decided to contact DHL to find out what the delay was.
It's a good thing I did too. THEY LINKED MY SHIPMENT TO AN UNRELATED CUSTOMER ON THEIR SYSTEM WITH A SIMILAR NAME.
For days, they were waiting for this other customer to make the VAT payment. I spoke to the call centre first thing this morning and gave them all the correct details in order to send me the invoice.
An hour later, still no invoice, so I called again - told they are having system issues. I asked for a manager - they are all in meetings. I asked them to confirm my details AND THEY STILL HAD THE INCORRECT CUSTOMER'S INFO.
I eventually had someone named Vicky Sibiya call me back and to her credit, she understood the problem and tried to assist speedily. Eventually I received the correct invoice and I made payment within minutes. I was told that the payment clearance was the last step before delivery. 3hrs later, and they still have not cleared the payment (it was done from the same bank).
Each day that DHL has delayed has cost me R1, 000 . If it does not arrive today, that's R5, 000 lost due to their error. I expect reimbursement of Shipping and Disbursement fees.
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