Not really related to this thread, since it is about DHL, but since there is high concentration of importers here I'd thought I'd post here as a heads up.
@DeeinSouthAfrica I saw a post of yours long ago also about DHL incorrectly declaring an item's value. Last year, I also had a similar experience where the same two ladies you mentioned also used a value different to the value on the invoice (allegedly they used the export declarations' value instead of the invoice value) on the SARS declaration, but also forwarded the invoice to Customs with the correct value. Customs picked up on it and fined DHL, which DHL promptly passed on to us. The package is still in the state warehouse after a year, since DHL refuses to admit fault.
I had another bad experience with DHL Cape Town recently. A manufacturer in China has produced samples for us for approval and sent it on using DHL, since they have a DHL Express branch close to them. I didn't pay it much mind, although given my past experience with DHL's clearance staff in Cape Town, I should have asked them to send it to our AGS address rather.
Shortly after the package arrived in South Africa, we forwarded DHL all the necessary information to prove the package is a commercial sample. The package was stuck in "Customs Clearance" for almost two weeks now. After a week, I followed up with DHL Cape Town daily and was each time told that the documents have been forwarded and that customs is very busy, and there is a backlog at customs and they will follow up and call me back.
Yesterday, I decided I had enough and found an email address for customs (CBCU) in CPT and asked them what is taking so long. I received a reply minutes from a customs official stating that they had requested documentation the day after the package arrived and are still waiting on DHL to submit documentation. The customs lady even attached the email to DHL. I sent her directly the documents I submitted to DHL and the package was cleared a few hours later. For two weeks, DHL did nothing, even though they told me they followed up every time.
I flipped my **** at DHL and managed to get a hold of the MD and explained the issue, but I don't expect much of an investigation.
I know DHL does loads of packages, and 90% of the time there is no issue. But my problem is that when an issue arises, the customer has to go to such lengths to sort it out. Being lied to and told that the documents were submitted and they followed up, it's just not on. Note, that my experience here is solely based on the Cape Town branch of DHL's clearance team, not the company in general. If your customs clearance takes longer than 3 days for no obvious reason, follow up with the authorities. I was told by someone else that DHL tried to pass the state warehousing fee on to them because their clearance staff took longer than 3 weeks to do the clearance and he had no choice but to pay.
