Essential medical supplies still on hold in customs after documentation sent numerous times
I have ordered two shipments of essential medical supplies at the beginning of May 2020. Due to delays, these items only arrived in South Africa in the last week of May (so much for express service).

These are essential medical supplies that are exempt from customs duty and VAT (I have sent the relevant ITAC exemption certificates to the DHL customs clearing address several times).

One can maybe understand the delay due to the current global situation and demand. However, the goods have been stuck in customs for over a week now. I have phoned DHL several times to inquire why. Each time I am told to send customs documentation which I have done repeatedly but to no avail. I have been given the email address of the agent dealing with my shipments, but this person either does not read emails or simply ignores them.

DHL is supposed to strive for excellence and express service. Anything but. Just endless frustration and administrative issues. 