Ordered a product from a company in the US and it's been stuck on "Arrived at Customs" at Heathrow Airport since the 28th February. So at the time of writing this, that is over 9 weeks now. Which is insane, since I ordered from them before and have not had this issue.
I have contacted the vendor, DHL Global eCommerce and even HMRC to no avail. The product in question is clothes, branded gym clothes which I paid a lot for. The parcel weighs approximately 17lb.
HMRC have basically said that it is DHL's responsibility the package makes it through customs for the duties to be calculated etc. I haven't received any form of communication regarding a Customs charge.
Contacting the right department has been an absolute nightmare, the DHL website and its subgroups do not tell me who I can contact to get this resolved. The complaints form is on the Spanish site so I can file one there, all the lines I've tried only do tracking and when I try and even get some information of who to contact, I get hung up on. I don't yell or anything as I've worked on their end before.
Anyone have any advice on what I should do cause I literally can't do anything. Thanks