I placed an order for two bottles of the same whiskey. One from another vendor for myself. And the other from The Whiskey Exchange with instructions to send to my friend in Australia as a Christmas gift ( it worked out cheaper to post via TWE) The point being due to covid my friend is is alone this Christmas unable to get back with friends and family for over a year and this was intended to be a Christmas day zoom call drink with some nice identical whiskey. The order was placed on the 7th Dec so there was enough time. F/Fwd into last week of Christmas when item should arrive and tracking information is showing that item needs shipper to clarify questions regarding item with courier DHL .I called The Whiskey Exchange (TWE) who said they would call DHL and get back to me. Nobody replied to me that day and so pressed for time with a Christmas delivery I called the following day to find out what the issue was. A female this time tells me after checking my tracking info at her side that it was ok nothing to worry about that it was only my friend who had to pay the duty at his end . I actually said 'Are you sure?' As it did specify on the tracking page the shipper had to clarify information. But what can I do but take the shippers word as I'm a third party to DHL and cannot give them information myself which i found out myself my checking with them. I messaged my friend to inform him breaking any surprise that there was a package waiting for him to clear the duty. He said DHL had left a message regarding a package to contact them. He then messaged me back shortly later saying DHL needed JUST two questions answered which did indeed required the shipper to answer and which the shipper should have dealt with upon the TWO requests to do so It was nothing to do with DUTY at this stage. The two items of information DHL required were 1: How many items were there inside container. And 2: What was the alcohol percentage. Now the window of the time has now passed for the Christmas day . It didn't arrive on Christmas day due to this avoidable error. And not only that. There is NO surprise with the info I (believed) had to give my friend which I didn't need to give after all as this was the very info required by DHL from the shipper NOT the recipient. The shipper had this information to give and was requested. But when you've now told your friend the contents are 70ml and the alcohol content is 40% the idea of a surprise is lost entirely. He knows it and I know it . ALL very much avoidable. I paid £103.79 in total for a 'SURPRISE' Christmas day gift for a best friend who's alone on Christmas day seen no family or friends in over a year and wanted to share a drink on Zoom. Customer care here did not simply fall short they ruined a surprise and made a Christmas day gift simply a 'for no reason' gift. Thanks for capping off a great Year TWE .I'll remember to avoid you next order.
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