Our experience seems to echo many others. We paid nearly 1,000 Euros for a shipment from Sweden to the UK, and it has now been delayed by two weeks due to the company not sending the completed customs paperwork to their customs department. Despite reaching out twice to inquire about the delay, no action was taken. On 20th November, the shipment was collected, with an estimated delivery date of 4th December. On 24th November, the company requested I complete customs paperwork, which I returned within two hours. The next day, I was asked to revise the paperwork, which I did within an hour. By 28th November, I inquired why it was still in customs according to tracking, and was told there was nothing more to do as customs had not cleared it. By 1st December, there was still no progress. I contacted them again, only to be told the same thing. On 5th December, I reached out to the customs department directly, only to find out they had never received the paperwork from the company, so I sent it directly to them. On 8th December, I received confirmation that the shipment was finally approved to leave Sweden after being stuck for two weeks. By 11th December, there was still no tracking update. When I asked what was happening, I was told it might be delivered on 16th December, but with no guarantees. If the delay was due to their error, why was my delivery not prioritized? It seems every shipment is facing delays. I am extremely disappointed that my concerns were not addressed during my previous inquiries. As a small business owner, having a large amount of stock stuck in customs for weeks is financially devastating. Unlike larger corporations, I cannot absorb these mistakes. They need to improve their service and pay attention to customer requests.
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