DHL process and polices state time of delivery is not guaranteed.
This is the response from a DHL Express Agent who confirms that DHL delivery time is not guaranteed, so what are we paying for? While there was no real commitment to have the issues resolved until we the client started calling and emailing asking for the parcel. Does that mean DHL will sit with a parcel indefinitely until the client asks for it and only explain what could be the delay after the client had spoken to 3 agents and sent 40 emails cc'd 11 agents? Is this good customer service? and then demand R4000 payment just to teach the client the lesson of "delivery is not guaranteed". If a parcel is incorrectly marked than the collector should not have taken the parcel and parcel delivery was delayed due to poor customer service and communication.

Thank you for query regarding delayed shipment on waybill  ********** 801
Thank you for taking my call, please find email below stating the delay in delivery.
Please note the waybill has been marked as non-hazardous however the actual shipment was marked as “DRY ICE” of which caused the whole delay.
Shipment not claimed for dry ice is to be returned to the shipper as dangerous goods however this one here was not but correspondence with shipper was done as for the 16.01.2019 to the 30.01.2019, shipper had not responded in regards to the revised form to be completed.
The 05.02.2019 our customer services received the form requested from shipper confirming this was non-hazardous.
Matter was then resolved and shipment reinstated to move and arrived in South Africa the 12 of Feb.2019
The clearance process was done only to find there we documents (ID) that were required and shipment was later delivered as of the 28.02.2019.
Shipment was delayed due to incorrect marking and documents required from sender and receiver.
DHL process and polices state time of delivery is not guaranteed.
The above mentioned waybill remains due for payment.
Nelly  Mkhabela
Query Handling Administrator, DHL  Express South Africa
DHL International (Pty) Ltd t/a DHL Express
Cnr Van Acht & Fabriek Streets
Isando
Johannesburg, 1600
South Africa