DHL Express India — delayed and irresponsible customer service

Address:

Bangalore, Karnataka

We had a sample package (2sqft), which came from italy to bangalore on 15th september, 2017 (At 2:00am). The package was supposed to teach us on 9th september, 2017 but because the name of the company was not mentioned correctly, dhl asked us to get the invoice changed and we obliged. The invoice was revised and was sent to them immediately as asked. I kept calling the customer service every single day for any update.

We had a meeting on 16th september, 2017 in the morning for which we required the package without which the meeting would have been a failure.
Finally i get a call from dhl custom clearance from a lady called gayathri (+91 [protected]) telling me that the clearance is done and the same would be reaching us on friday (15th september, 2017) but it was delayed. I called up the customer service for any updates and right after 3 hours, i get a call from the above mentioned number, gayathri telling me that their officer in the airport wasn't available at the right time so we will be receiving the package on saturday (16th september, 2017) before 11:00 am. How could they not inform us this on thursday evening about the delay?. The customer service is of no help except for putting the call on hold and got this mail from dal clearance team.

Dear customer,
We have received documents / clarifications required for the shipment processing and bill of entry is being filed for the shipment. Shipment is expected to be cleared from customs within 2 working days subject to no further queries from customs'. Track your shipment: email the airway bill number as the subject to [protected]@dhl.com sms “dhl track ” to 53456 visit www.dhl.co.in

Please be informed customs permitted to file the shipment with revised invoice. Shipment documents processed for bill of entry filing under duty. Shipment clearance may expected to complete in 24-48 hours, subject to no additional queries raised by customs and shipment not marked for examination.

Thanks & regards,

Shekar
Clearance support agent

Dhl express (India) pvt ltd,
Plot no: 137, cargo terminal iii,
Bangalore international airport,
Bangalore – 560300

After all the drama, we decided we will self collect it and got the address from both gayathri and customer service in yashwanthpur centre. And gayathri asked us to be at the centre at 7:30pm on 15th sep, 2017 for collection with required documents. This is the mail i got from customer service explaining the process for self collectiondear customer,

Please note the requirement for self-collection that will be needed at the service station

Your companies authorization letter on the letter head
Id proofs of the person coming for self-collection, kyc & duty amount


Regards,
Joslin gonsalves
Contact center executive

Dhl express (India) pvt. Ltd.
Silver utopia, 5th to 8th floor
Cardinal gracious road,
Off andheri chakala road
Andheri (East)
Mumbai 400099
Maharashtra, india
Fax: +[protected]
Dhl toll free no:[protected] /[protected]
www.dhl.com

Now, my person goes to yahwanthpur centre at 8:00 pm on 15th sep, 2017 and they tell him that there is a delay in the airport because of which it did not leave the airport. How irresponsible of custom clearance team and the customer service in informing me this. My person had to travel 15km to get to the centre and was asked to wait till 12:00 am (16th sep, 2017). Is that fair?
And at 12:00am (16th sep, 20170 they inform him that he has to go to madiwala centre to collect at 2:00am (16th sep, 2017). This kind of behaviour and misinforming their customers is just not done. Dhl does not provide any service on time. Nor do they provide any updates that are correct.