DHL Express

September 6, 2016   Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014   RE: Complaint ID # [redacted] – [redacted] Once again, DHL appreciates being given the opportunity to research and address our customer's concerns. Below is a recap of the events surrounding his shipment (DHL AWB #[redacted]):  
The shipment was dropped off at The UPS Store #2105 (DHL Authorized Shipping Center) on January 19, 2016 and the DASC used their DHL account to pay DHL for the shipment. Shipment was tendered to DHL on January 19, 2016 and it arrived in Addis Ababa, Ethiopia on January 22, 2016.  It was subsequently stopped by Customs for inspection and held awaiting a required import license that the receiver was unable / unwilling to obtain from the government. The shipment was transferred to a Customs warehouse on February 21, 2016 when it had not been cleared. Four separate requests for assistance were opened by Mr. [redacted] (January 30th, February 8th, April 12th, and April 25th).  On each, Mr. [redacted] had requested that the package be returned and that he be refunded. He was repeatedly advised what documents and information would be necessary to properly request the return of the package from Ethiopian Customs but no documentation was received and each time the files were closed. On May 18, 2016 Mr. [redacted] called claiming that the documents were sent but not to the agent working the file. He then hung up and no further assistance was requested.
  DHL conducts business in accordance with its Terms and Conditions of Carriage which govern all of the shipments that travel through our network. In this case, the claim rights belong to The UPS Store as they contracted with DHL to carry the goods.   Once again please extend our sincere apologies to our customer regarding this unfortunate incident.   Sincerely,   Daniela M[redacted] DHL Office of the President

April 15, 2014

 

Revdex.com

4428 North 12th Street

Phoenix, AZ 85014

RE: Complaint ID [redacted] – [redacted]

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 resolution. The 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 incident. Should you have any questions or comments, do not hesitate to contact me.

 

Sincerely,

 

DHL Office of the President

February 24 2016 Revdex.com 4428 North 12th Street...

Phoenix, AZ 85014 RE: Case # 11148207– Luyang Z[redacted] DHL appreciates being given the opportunity to research and address our customer's concerns. We sincerely apologize for the delivery service issues our customer recently incurred with DHL. DHL Express has reviewed the customer’s concern and is unable to determine the delivery location of her package from January 18th. An ascertain letter is attached explaining this and how the customer may file a lost claim with the shipper. Please see the attached. Once again DHL would like to apologize for the service issues involved. Should you have any further questions regarding this matter, please do not hesitate to contact me at your convenience. Sincerely,
Mark L[redacted] DHL Office of the President

February 26 2016 Revdex.com 4428 North 12th Street Phoenix, AZ 85014RE: Case # [redacted]– Luyang Z[redacted] DHL appreciates being given the opportunity to research and address our customer's concerns. We sincerely apologize for the delivery service issues our customer recently incurred with DHL. From my review our customer’s package was updated in our tracking systems as delivered on January 18th 2016. According to our records the DHL customer service department was not contacted about the issue well over two weeks after the (mis) delivery took place. I sincerely apologize the matter was delayed further by not obtaining updates about our customer’s package in a timely manner but unfortunately  this does not negate the fact a lost claim will need to be initiated by the bill to party in Italy. I would be more than happy to provide a letter of explanation if our customer feels this will help resolve her issue with the shipper.   Once again DHL would like to apologize for the service issues involved. Should you have any further questions regarding this matter, please do not hesitate to contact me at your convenience. Sincerely, Mark L[redacted] DHL Office of the President

October 6, 2015  Revdex.com [redacted]

RE: ID#: [redacted] DHL appreciates being given the opportunity to research and address our customer's concerns. We sincerely apologize for the service...

issues our customer recently incurred with DHL.  Ms. [redacted] is actually located in Canada. The DHL Management team in Canada has been contacted and our colleagues have reached out to address his concerns.   Once again please extend our sincere apologies to our customer regarding this delivery issue.Sincerely, [redacted]Office of the PresidentDHL Express

October 16, 2015  Revdex.com 4428 North 12th Street Phoenix, AZ 85014RE: ID#[redacted] DHL appreciates being given the opportunity to research and address our customer's concerns. We sincerely apologize for the service issues our customer recently incurred with DHL.  I have reached out to DHL Canada and they will contact Ms. [redacted] as soon as possible with an update.  Once again please extend our sincere apologies to our customer regarding this delivery issue.Sincerely, [redacted]Office of the PresidentDHL Express

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,

RE: Case # 10717509 – [redacted] DHL appreciates being given the opportunity to research and address our customer's concerns. We sincerely apologize for the service issues our customer recently incurred with DHL.  Unfortunately we do not have enough information to...

proceed with researching the case. Please advise our customer that further details are needed in order to provide resolution. The details needed may include but are not limited to: DHL Shipment waybill number(s) Upon receipt of more information, DHL can proceed accordingly with this complaint.  Once again please accept our apologies for the issues involved. Sincerely,  [redacted]DHL Office of the President

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.[redacted] Watson, your DHL Customer Service Rep, lacked the ability to sufficiently do the job in which she was hired.  Due to such incompetence, our products DID NOT arrive at the tradeshow in time.  Therefore, [redacted] was unable to present our products to our clients and potential clients at our most important show of the year.  If this is sufficient cause to warrant a refund on shipping costs, I don't know what is.Going forward, DHL will no longer be our carrier of choice for our Corporate Headquarters in [redacted].  And I, as the primary shipper for our US locations, will NEVER use DHL again.Take a look at all the negative feedback and complaints on the Revdex.com.  I am not the first nor will I be the last to log a complaint against them.DHL....you should be ashamed!

Regards,

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.

The reason given by DHL Express is disingenuous at best. I in fact did create a user account (user name [redacted]) and intially attempted to use this account to enter the shipping data, but DHL's system would not let me continue after I entered the destination country. I even called DHL Express Customer Service (at 1-[redacted]) twice and on both occassions was told that I would not be able to enter the information as the destination country was considered a 'high fraud' country. I even tried to explain that the package was going to my mother (who has traveled there), who I was certain wasn't trying to defraud me (obviously), but I was told there was no choice. DHL Express directed me to the [redacted] in [redacted] as their Authorized Shipping Center. This is the ONLY option I was provided.

So to summarize:

1. I did register and attempt to use my own personal account to ship the package, but DHL Express would not let me;

2. DHL Express sent me to their Authorized Shipping Center as the ONLY option available to me;

3. As a result, the package was shipped from the Authorized Shipping Center;

So to say that the reason DHL Express cannot work with me is that I used the ONLY option they provided me when they specifically denied me the ability to use the account I had created is (I repeat) disingenuous and cannot be construed by any reasonable person as "in good faith".

Additionally, as stated in the initial complaint description, the staff at their Authorized Shipping Center explained only that Package Value Protection was for damage to the contents of my package in transit; the idea of DHL Express shipping staff absconding with the entire package was not described as part of the insurance!

I have attempted to deal with DHL Express in good faith, but it seems that DHL Express is attempting every trick in the book to wiggle out of the fact that they did not provide the service they were paid to (ship my package to the destination), are either incompetent enough to be literally losing packages in shipment (or have dishonest staff that are helping with that), do not take responsibility when their Authorized Shipment Centers provide incomplete or incorrect information, or when their "customer service" staff clearly use false promises (please see original complaint) regarding their efforts at researching or following up with an issue on the DHL Express side, and simply want to get away with mediocre service and shoddy behavior. This isn't just immoral, it's bad business.

It seems nowadays, the only way to get large companies to take the customer seriously is to put their bad behavior on social media and let the world see what they are doing. It's a shame that companies will not take responsibility when they mess up. I expect better from DHL Express, and I am not resting until you do the right thing: You accepted a package for shipping, you lost the package, you need to re-imburse me for the value of the items you lost. It's that simple. Regards,

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.Tracking number is [redacted]. All what Igot from them check amount of 27 dolar and they refused to replace my broken ipad or pay thr value of it.Thank youRegards,[redacted]

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]).

The shipper has been notified of this matter and holds the claim rights for this shipment.

DHL in good faith is attempting to resolve this situation for our customer within our standard procedures.  At this time we consider the matter settled with the Revdex.com.  We urge our customer to contact the shipper directly for further information regarding this matter.

I apologize for any difficulties which our customer may have experienced.  Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Should you have any questions or comments, do not hesitate to contact me.

Sincerely,

[redacted]

DHL Office of the President

June 3, 2016   Revdex.com 4428 North 12th Street Phoenix, AZ 85014Complaint ID # [redacted]– [redacted] 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 resolution. The details needed may include but are not limited to:   I have re-checked all of the tracking systems available and have determined the DHL tracking number provided [redacted] is either invalid or the product ordered has not been tendered to DHL for transport.   The customer is best served by contacting Amazon directly to obtain information about his order he placed on April 27th.   Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Should you have any questions or comments, do not hesitate to contact me.   Sincerely,   Mark L[redacted] DHL Office of the President

On Tue, Mar 25, 2014 at 3:49 PM, [redacted] <[redacted]> wrote:3/22/14To: Revdex.com[redacted]  [redacted]Re:  Complaint ID#[redacted]Lasher Pool Service[redacted]...

 **  [redacted]CC: [redacted]CC: [redacted]It is unfortunate that the customer felt they needed to make a formal complaint with the Revdex.com since rights to service were released as requested.I paid a substantial amount  to service this account  approximately 10-11 months worth of full service was the price (bought it from [redacted]) and therefore have done everything I can to retain the customer in hopes of keeping them as a long time client.  The seller of a pool service route signs a non compete agreement to help keep the value of the purchase in tact. Service WAS released per the customers request.However, please note:  Purchase date listed on complaint 6/1/13.  I bought it 8/15/13 and the problem listed says 7/1/13.   The first call received was about the backwash pipe which I had my assistant there with me and we do not believe it was left open.  In the interest of keeping the client , the first month free was offered for September $90 value.To reply to the comments on bad advice, no advice or questions had ever been asked therefore, none had ever been given.  No repairs or major maintenance was ever required.  The client never notified me that they were dissatisfied with the service in the 7 months that I did the pool.  I did not  act vindictively nor given  any bad advice.   The client randomly called on a Sunday (service is on Thursday), and cancelled.  If they were unhappy all that time, why no phone call or email within the 7 months?  The service included cleaning and chemicals which was provided every service day without absence.Sincerely,[redacted]

RE: Case # [redacted] - [redacted]Once again DHL appreciates being given the opportunity to research and address our customer's concerns. We sincerely apologize for the service issues involved with this account (#[redacted]).  The dispute on the account is still pending,...

however is being actively worked by the DHL Billing Team. Billing Management is also assisting regarding this dispute. Once all details are reviewed, the Billing Team will reach out to the customer regarding the resolution.DHL in good faith is attempting to resolve this situation for our customer within our standard procedures. At this time we consider the matter settled with the Revdex.com. Sincerely, [redacted]DHL Office of President

October 05, 2015  Revdex.com 4428 North 12th Street Phoenix, AZ 85014RE: Case #[redacted] DHL appreciates being given the opportunity to research and address our customer's concerns. We sincerely apologize for the billing issue our customer recently incurred with DHL.  Unfortunately, DHL would not be able to credit or refund any freight charges as the shipment could not be delivered due to a bad address. The shipment did not have any contact information for the shipper which resulted in the parcel being returned.   Once again please accept our sincerest apologies for any inconvenience this may cause. Sincerely,  

[redacted]DHL Office of the President

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.This letter is to clarify our position with regard to DHL’s treatment of our claim and that such refund was for the insurance premium and not for our claims made under the policy.     DHL’s payment was insufficient in relation to the claims made for the insurance policies we purchased.  We feel that they are unfairly and unreasonably hiding behind the transposed waybill numbers to avoid making payment.    We would have appreciated consideration by DHL of the fact that two shipments were made in tandem and we purchased insurance on both shipments at the same time.  Both shipments had damaged goods when they arrived and we filed both insurance claims at the same time, at a time when I was dealing with a very serious illness.  Instead of the it treatment we are receiving from DHL that they feel they made adequate payment, I would have appreciated at least a response that said “you may very well have screwed up the waybill numbers when you submitted these claims, but we don’t care.”  Thank you for your time and attention to our issue.  

Regards,[redacted]

I do not accept the response back from DHL. DHL response back to Revdex.com is for me to go through InExpress, well I did, first by phone and then they gave the results by email.  Please see the email conversation attached.   Well I sent my next shipment with FEDEX to the same location and it arrived on time, what Fedex showed me is the date it arrived. I use DHL on a monthly basis and this is my first complaint in since 2011 when I first started sipping with DHL and I get a very generic response that won't fix the problem.

May 07, 2015Revdex.com 4428 North 12th Street Phoenix, AZ 85014RE: Complaint ID [redacted]DHL appreciates being given the opportunity to research and address our customer's concerns regarding AWB # [redacted].Please...

note that DHL conducts business in accordance with its Terms and Conditions of Carriage. These Terms and Conditions govern the shipment that is the subject of the request.  These Terms and Conditions are found on our website at the following link: [redacted]Weights and DimensionsTransportation charges for the shipment may be based on the greater of customer designated weight, the actual or dimensional weight or a default weight where appropriate. We may reweigh or measure any shipment at any time and make appropriate corrections on shipping and billing documents. If you fail to record the weight of the shipment on the waybill at time of tender, we may at our discretion apply a default weight.I apologize for any difficulties which our customer may have experienced.  We have issued a onetime goodwill credit bringing the amount owed to $94.16 in honor of the rate quote that was received.Once again please extend our sincere apologies to our customer for any inconvenience. Sincerely,Michelle T[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,