DHL Express

Initial Business Response / [redacted] (1000, 10, 2016/09/30) */ From: Colt B [redacted] (DHL US) (mailto: [redacted] @dhl.com) Sent: Friday, September 30, 5:PM To: [redacted] ; gso.administrative Subject: RE: Case # [redacted] : Miss [redacted] ***, I've spoke with Miss [redacted] and we've resolved this issue regarding her shipmentShe did receive her package and thanked us for checking up with herIf there is any additional information that you need to resolve this case, please let us know Have a blessed day! Thanks, Colt B [redacted] Field Service Agent - GSO DHL Express [redacted] Greensboro, NC USA Main + [redacted] Fax + [redacted] @dhl.com www.dhl.com This message is from DHL and may contain confidential business informationIt is intended solely for the use of the individual to whom it is addressedIf you are not the intended recipient please contact the sender and delete this message and anyattachment from your systemUnauthorized publication, use,dissemination, forwarding, printing or copying of this E-Mail and its attachments is strictly prohibited GOGREEN - Climate Protection with DHL: Please consider your environmental responsibility before printing this E-Mail

DHL appreciates being given the opportunity to research and address our customer's concernsWe sincerely apologize for the delivery service issues our customer incurred with DHLWe have researched our customer’s concerns regarding the delayed delivery and the request for a refund for the inconvenience causedLocal DHL Management was provided all the details regarding the delivery issue and has researched with the driver The shipping costs of this shipment were paid for by the shipper, and billed to the shipper’s account in ChinaOur customer would need to contact their shipper and request a refund of the shipping costs, as they hold the rights to the shipmentUnfortunately, per DHL’s Terms and Conditions of Carriage, DHL does not reimburse for consequential losses.Once again DHL would like to apologize for the service issues involved.Sincerely, [redacted] DHL ExecutiveResponse and Customer Care

DHL appreciates being given the opportunity to research and address our customer's concerns regarding shipment number [redacted] [redacted] and the [redacted] requested specific information in order to proceed with the customs formal entry Unfortunately all of the requested information was not provided within the deadline that is set by Customs Officials, and the shipment was ordered to return to the origin.The information that was requested is within the customs procedures and DHL is unable to interject or intercede with any customs regulatory processes and clearance time frames.Once again DHL appreciates the opportunity to research and address our customer’s concernsSincerely, [redacted] DHL Office of the President

DHL appreciates being given the opportunity to research and address our customer's concerns We sincerely apologize for the service issues involved with this shipment (# [redacted] ).DHL has researched this matter We appreciate the feedback and have brought this to the attention of our Management Team for review We will certainly use this information to improve our customer experience and have already taken steps to enhance our process.Our customer has initiated a claim that is still pending, however is being actively worked by the claims team Once all details are reviewed, the claims group will reach out to the customer regarding theresolution.DHL in good faith is attempting to resolve this situation for our customer within our standard procedures Once again please extend our sincere apologies to our customer regarding this unfortunate incidentSincerely, [redacted] [redacted] DHL Office of the President

RE: Complaint ID [redacted] – [redacted] ***DHL appreciates being given the opportunity to research and address our customer's concernsPlease advise our customer that further details are needed in order to provide resolutionThe details needed may include but are not limited to:· DHL tracking number Upon receipt of more information, DHL can proceed accordingly with this complaintOnce again please extend our sincere apologies to our customer regarding this unfortunate incidentSincerely, [redacted] [redacted] DHL Office of the President

DHL appreciates being given the opportunity to research and address our customer's concernsDHL has researched this matter We appreciate the feedback and have brought this to the attention of our Local Management Team for review We will certainly use this information to improve our customer experience and have already taken steps to enhance our process.Our records indicate the shipment was delivered on December at 6:18pm.Once again please extend our sincere apologies to our customer regarding this unfortunate incidentSincerely, [redacted] DHL Office of the President

DHL appreciates being given the opportunity to research and address our customer's concernsPlease advise our customer that further details are needed in order to provide resolutionThe details needed may include but are not limited to:· DHL tracking Number · DHL Invoice NumberUpon receipt of more information, DHL can proceed accordingly with this complaintSincerely, [redacted] [redacted] DHL Office of the President

RE: Complaint ID [redacted] – [redacted] DHL appreciates being given the opportunity to research and address our customer's concernsPlease advise our customer that further details are needed in order to provide resolutionThe details needed may include but are not limited to:· DHL tracking Number Upon receipt of more information, DHL can proceed accordingly with this complaintSincerely, [redacted] [redacted] DHL Office of the President

DHL appreciates being given the opportunity to research and address our customer's concernsWe sincerely apologize for the delivery service issues our customer recently incurred with DHLWe have researched our customers concern and at this time we have determined that delivery occurred on April 20, at 1:31pm.Regretfully, we understand that our customer is not in possession of the shipment Please know that DHL has conducted a follow up investigation with the delivery courier and can assure you that we have reviewed this matter internally to prevent these types of situations in the future We always seek areas of opportunity to improve our customer experience and thank you for bringing this to our attentionWe kindly ask our customer to contact the shipper for a replacement item and/or file a loss claim for the shipment We have alerted DHL Hong Kong with the details surrounding this situation and have asked that they contact the shipper to explain the details regarding this matterOnce again please extend our sincere apologies to our customer regarding this unfortunate incidentSincerely, [redacted] [redacted] DHL Office of the President

My tracking number was [redacted] [redacted] ***

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Tracking number [redacted] Regards, Nicole Taylor

[redacted] : I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, Sudhir Kolli

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Good day, it seems like you should be talking to your own people about how to charge rates, why would anyone not on drugs pay to ship a item, if your people have a clue how to charge people, I would have NOT USED YOUR SERVICE, I was told by your people times to ship, you don't get it, your people QUOTED this price, not me, your people the people that you pay, you do not want to except the fact that your people screwed up on price, lets face it DHL does not know how to use it's own systems, I already knew I didn't, your passing the buck, you failed at doing your job, am sure the from letter you sent me, has gone out to many people, also if my credit turns out to be a issue here, ill pay bill, and will go to small claims court, then you can send your suits over to Michigan for a few days, lets face it, your not very good at what you do, it's time to do the right thing, pass the buck to the little guy, and move on, Regards, [redacted] ***

DHL appreciates being given the opportunity to research and address our customer's concernsWe sincerely apologize for the delivery service issues our customer recently incurred with DHLOur records indicate that the claim for shipment number [redacted] & [redacted] was completed and a settlement was paid in compliance with our terms and conditions Our management team has carefully reviewed this request and the final decision remains as the original outcome Once again please extend our sincere apologies to our customer regarding this unfortunate incident

DHL appreciates being given the opportunity to research and address our customer's concernsWe sincerely apologize for the delivery service issues our customer recently incurred with DHLUnder DHL policy the rights and responsibility for cargo claims belong to one of two parties: the shipper, or - if the shipment is billed to an Import Express account - the account holder Our records indicate that the damage claim for shipment number [redacted] was completed and a settlement was paid to the shipper in compliance with our terms and conditions Once again please extend our sincere apologies to our customer regarding this unfortunate incidentSincerely, [redacted] DHL Office of the President

DHL appreciates being given the opportunity to research and address our customer’s concernsWe sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL Waybill [redacted] .Our records indicate that the shipment was delivered on October 21st at 4:04pm Under DHL policy the rights and responsibility for cargo claims belong to the account holder Our records indicate the claim rights of this shipment belong to the shipper in ChinaNormally it is up to this party to file any claim with their local DHL office With this information in mind, we are unable to settle this claim directly with our customer.I can assure you that we will review this matter internally to prevent these types of situations in the future We always seek areas of opportunity to improve our customer experience and thank you for bringing this to our attention.Once again DHL would like to apologize for the service issues involved Sincerely, [redacted] [redacted] DHL Office of the President

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I gave every ounce of personal information the 'company' asked for and was ignoredI'm not going to sacrifice my first born to get a *Word Rejected [redacted] package Regards, [redacted]

DHL appreciates being given the opportunity to research and address our customer's concerns regarding shipment number [redacted] .Our records indicate that the shipment was placed on hold by [redacted] [redacted] for a formal entryThis government agency did request additional information before the entry could be completedOur customer was unable to provide all of the information requested within the allowed time frame of days after arrival in the US.The deadline was reached and customs ordered the shipment to be returned to originThe return tracking number [redacted] was returned to the sender on April 6th and was signed for by Mr [redacted] Our customer would need to contact the sender directly to request any refund that may be due since the sender holds the claim rights with DHL.Once again DHL appreciates the opportunity to research and address our customer’s concernsSincerely, [redacted] [redacted] DHL Office of the President

DHL appreciates being given the opportunity to research and address our customer's concerns Please advise our customer that further details are needed in order to provide resolutionThe details needed may include but are not limited to: DHL tracking number Upon receipt of more information, DHL can proceed accordingly with this complaint Once again please extend our sincere apologies to our customer regarding this unfortunate incidentShould you have any questions or comments, do not hesitate to contact me Sincerely, [redacted] [redacted] DHL Office of the President

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]