D H L Customs Brokerage Ltd (Express) Reviews (1)
After much back and forth they refuse to deal with my complaint and have closed the file without trying to resolve the issue.
I ordered items to be shipped from the USA on December 13 that was to be shipped by DHL. On December 15 the package was shipped and I was given tracking number [redacted] to follow its progress. On December 18 at 15:05 an attempted delivery was made and not successful and a notice was left at my house. It was ticked as a final delivery notice and I was instructed to contact the website to find out where the package was. This is where my nightmare begins. It took me until December 20 at 12:21 to confirm where it was and how I could pick it up. I made multiple phone calls to DHL and [redacted] before I was finally directed to [redacted]. No one could tell me where the package was or how I could get it. The package had disappeared from the tracking system. On the morning of December 20 the package finally showed back on the tracking system but was back dated to December 19. I was given an address of the depot so I went to go pick it up. The depot had moved, I went to the address on the moved sign to find out it didn't exist. I called in again and was told the package was in Red Deer AB (over 3 hours away from me) waiting for me to pick it up as I had requested that. By this time I was now almost 45 minutes late for work. I was then transferred to [redacted] again and was told that an error was made and it wasn't in Red Deer it was in Lethbridge but they didn't know the correct address of the depot so he gave me the phone number. When I called it the number was not in service. I called back again and was told someone would get back to me. I was an hour late for work. At 12:21 on December 20 a representative from the local [redacted] depot called to confirm the package was in and gave me the correct address. I then had to miss another 45 minutes to work to go pick up the package that I had paid $85 to have done for me. I am not at all happy; I find this customer service to be unacceptable I was am requesting to be refunded for the $85 worth of shipping I paid. I am out at least 2 hours worth of work due to driving around to find the depot and pick of the package and phone calls during work hours.
I have had numerous emails go back and forth and they refuse to acknowledge my complaint and say I have the package it's done file is closed. This is not acceptable to me. I have asked to talk to a manager but that request has been refused as well.