A shipment sent out from the U.S. on the 22nd December has been here in New Zealand since the 26th and waiting for customs to clear it.
I called DHL every morning to be told a different story. "Our broker in Wellington is on holiday until next week" (really, so no one in New Zealand's capital is receiving parcels coming from overseas?), or "The shipment came unmanifested, our fault, but we asked for the papers to be faxed already", through "The sender did not provide us with documents, we have called them to ask for those", and other lame excuses.
The fact is that something I needed here before my trip to Las Vegas is not going to arrive. And the DHL service people are not helping at all. They provide mixed information, wrong information and all sorts of excuses.
Is there anyone reading this that can actually reach for someone clued up at DHL New Zealand?
Note that until now I had never had a problem or reason to complain about DHL services, and always used them for my courier needs. But I think I will simply have to shift to FedEx or some other alternative.
UPDATE: manage to get the sender to contact DHL in the U.S., and as expected, it was all clear. So the problem is here. I called DHL again and this time someone actually found out more about this, including the fact import duties are paid, and this is all that needed to be known. They are now sending this to a broker for release from customs - but if I want this before I go to Las Vegas I have to go and collect from their warehouse. No delivery...
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