Last week, I went to DHL main office in Kampala to pick up a parcel of audiology equipment that had arrived from Italy in mid April. DHL had completely lost track of the package for two weeks, which is why I ended up going to pick it up at the end of the month. To my shock, I was informed that I needed to pay $500 "storage fee" for 10 days for a single 14-kg box. I didn't want to pay, for three reasons:
Because it's unconscionable and exorbitant;
Because, even though DHL Uganda does charge a storage fee after 3 days of a parcel's arrival, they were the ones responsible for losing my parcel for two weeks; and
Because they had grossly miscalculated (over-calculated) the "storage fees" in the first place.
I escalated the matter to the branch manager (Francis). He acknowledged the errors on DHL's part but refused to waive the storage fee. He offered a compromise: I pay only half the storage fee, because the system won't allow him to cut it any more than that. Said his hands are tied.
When I refused to pay, he refused to release my parcel.
Now, due to DHL UG's incompetence in losing my parcel, I was already dealing with extremely angry clients, so I angrily and reluctantly paid.
However, I don't want to let this go. I want to escalate this, with email and written proof (including proof of miscalculation of fees), to a DHL office beyond Uganda. How do I do this? Is it at all possible?
I am sure I am not the only one who has had their parcel in essence ransomed by DHL Uganda.