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Lack of communication, clueless staff, inconsistent tracking

DHL Express usually works well, but why now that there’s an issue are they so terrible at dealing with it? I have some questions:1) If there was going to be a customs hold, why did they wait 1 week to notify me, when the items were sent on a 2-3 day service2) Why when I checked the tracking several times daily was there no indication that there was going to be a customs hold - Just ‘clearance update’ with the parcels showing in Heathrow, then in East Midlands, then Stansted, then 2 pcs back in Heathrow, then 3 in East Midlands… so on and so forth 3) When I called to speak to a customer service, there was no mention of customs hold. I was told I’d get a call within a certain timeframe - Which didn’t happen.4) I went to DHL Slough hub directly, spoke to the agent there that said “even if 6 items from your shipment are here, I can’t let you have them” makes no sense whatsoever. Also, “oh, the tracking says clearance event - Not sure what that means just check back tomorrow”. Instead of following it up and looking into the issue to ascertain that there would be a customs issue.5) A week later, after checking the tracking several times per day there is an update that says DHL customs department will get in touch? Why now? Why at all?Overall, the issue here is the lack of communication and seemingly clueless staff and inconsistent tracking - Being that I spoke to a rep over the phone and in person at DHL slough and got absolutely no information. The tracking also didn’t show any useful information until several days later after holding the parcels and showing them in different locations.

Date of experience: Dec 03, 2025