Dhl International
DHL fails to deliver on time as promised

My friend from Germany is staying with me. Her debit card was damaged and so we arranged to get another one urgently. On Tuesday it was collected by DHL it in Cologne, and we were promised delivery by Thursday at 12pm. (An EXPRESS international shipment) We paid a huge amount of money for this service (nearly R 1 500) but we thought that DHL was a reliable company.

Today it is Saturday and there is still no sign of the card. As it turns out it is sitting in the Spartan office and, when I phoned the call centre today, I was told by the agent that if I had phoned earlier, I could have arranged to collect it there this morning. But no-one bothered to notify us and now the depot is closed until Tuesday because of public holidays

This is a very poor show. We have paid a massive amount of money for an urgent service that certainly has not been delivered in the promised time. Yes, I am aware of the public holiday factor, but DHL could have called us this morning and informed us that it was there. Surely the onus is not on the client to follow up with the depot?

And surely we are entitled to some reimbursement as DHL has definitely not provided an EXPRESS service?

Company: Dhl International
Country: South Africa
City: Spartan

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