DHL Express

July 19,  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.   DHL regrets to inform Ms. [redacted] that all attempts to recover her package have been unsuccessful. As per our terms and conditions of carriage the claim rights belong to the bill where by a lost claim will need to be filed.   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

I effectively paid for shipping on this item because it was billed back to me by the seller.  The business, much like their previous interaction, is trying to use semantics to cast blame and responsibility on others when they have full ability to attempt to at least rectify the situation as much as able after the fact.  They now want me to contact the seller, who has no details about the problems with the shipment, to file a claim through their UK branch, who did not have any part in the delivery process.  Why will won't the company directly involved actual deal with the issue at hand?
I want to thank the Revdex.com for their assistance in this matter.  Regards,

December 16, 2015Revdex.com 4428 North 12th Street Phoenix, AZ 85014RE: Complaint ID [redacted]– [redacted]DHL has completed a follow up investigation and have reviewed this matter internally to prevent these types of situations in the future. ...

We always seek areas of opportunity to improve our customer’s experience.Our contractual obligation is with the bill to party, in this case Chain Reaction Cycles. Any request for a refund would need to be filed with them directly.          Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely,[redacted]DHL Office of the President

DHL appreciates being given the opportunity to research and address our customer's concerns. DHL 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 June 5, 2015 at 9:32 PM and was signed for by [redacted]. The Local Management Team has reached out to the customer to confirm the delivery and was advised there had been some misunderstanding regarding the delivery detailOnce again please extend our sincere apologies to our customer regarding this delivery issue. Sincerely,[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 incident. Sincerely,[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 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. Sincerely,[redacted]DHL Office of the President

DHL appreciates being given the opportunity to research and address our customer's concerns regarding shipment number [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 normal 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 concerns. Sincerely,[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 delivery service issues our customer recently incurred with DHL.  
Our records indicate that shipment number [redacted] was delivered on December...

4th at 3:01pm, signed for by [redacted].  DHL has received the Service Failure claim and it is currently being processed.  Once completed our claims department will reach out to our customer with the resolution This experience was certainly not indicative of the high service standards our customers deserve and expect.  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. Should you have any further questions regarding this matter, please do not hesitate to contact DHL.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.

Regards,

July 3, 2016
 
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.
 
As the shipment was sent through DHL Express to the customer located in Canada, the local office in Canada will be able to better address this at 1-855-DHL-SHIP (###-###-####), Outside of Canada call: ###-###-####, or try http://international.dhl.ca/en/contact_center/contact_express/forms/other_inquir...⇄ /> Once again please extend our sincere apologies to our customer regarding this unfortunate incident.
Sincerely,
Michelle T[redacted]
DHL Office of the President

Their response is a lie. My invoice number for me paying Barlin delivery that billed for DHL is    [redacted] for $17.56My invoice number for [redacted]       S[redacted] for $24.00I paid for the shipping directly to the shipping company.

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,

DHL appreciates being given the opportunity to research and address our customer's concerns. DHL 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 24 at 5:49pm.Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely,[redacted]

[redacted]DHL Office ofthe President

[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

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,

[redacted]

DHL Office of the President

A dhl é uma ótima empresa de envio a melhor mais seu funcionários são inúteis eu tento abrir uma conta com a dhl no Brasil e dizem que só abrem para empresas sem exceção então eu ligo para dhl us preencho uma proposta pois tenho uma empresa em começo no us e hoje liguei para saber se a conta foi aprovada me perguntaram o telefone e eu disse o telefone meu no Brasil e ele me disse que tinha que ser um telefone dos Estados Unidos mais quando eu preenchi a proposta eles nao falaram isso é o atendente me mandou ligar para dhl Brasil mais eu preenchi no Estados Unidos péssimo atendimento eu pensei em realizar uma queixa mais vou deixar passar vou apenas dar uma qualificação neutra obrigado

DHL received a package with the correct address June 15. They did not attempt to contact me - they just noted on the website "holding package". When I called them on June 17 to ask them why they were holding the package - they said it was a bad address and they could not deliver it. When I asked them what address was on the package, I confirmed the address on the package was the correct address. They told me on June 17 they would deliver the package on June 20. I told them that was unacceptable, I needed the package on June 17. They said there was nothing they could do - they would deliver the package on June 20. One June 20, I received an email saying they would deliver the package on June 21. I called and asked them why they could not deliver the package on June 20. I was told they did not get notification in time for delivery on June 20. This is the most incompetent company I have ever encountered. They have no sense of customer service. I will NEVER use them or recommend them. I will be surprised if they follow through and deliver the package on June 21 (tomorrow).

March 3, 2016 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. We sincerely apologize for the delivery service issues our customer recently incurred with DHL. Under DHL policy the rights and responsibility for cargo claims belong to one of two parties: the shipper, or the Bill To account holder as they contracted with DHL to carry the goods.  The customer will need to reach out to the vendor from whom they purchased the goods for any refund or replacement. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, John G[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.

I CONTACTED THE SHIPPER (LIGHT IN THE BOX) WHO INFORMED ME DHL PAID THEM FOR THE DAMAGE BUT DID NOT MENTION ANYTHING TO THEM ABOUT A REPLACEMENT CAMERA.  WHEN I CONTACTED DHL EXPRESS I WAS TOLD I WOULD RECEIVE A REPLACEMENT CAMERA.  I AM TRYING TO FIGURE OUT HOW THEY WOULD SEND MONEY TO THE COMPANY AND IT WAS MY PRODUCT THEY DAMAGED!  THE COMPANY NOW HAS THE MONEY AND THE CAMERA!!DHL EXPRESS PROMISED ME A REPLACEMENT CAMERA AND THAT IS WHAT I WANT A REPLACEMENT CAMERA.  I HAD TO TAKE THE INITIATIVE TO GET MY MONEY BACK FROM LIGHT IN THE BOX BUT I AM STILL WITHOUT MY CAMERA BECAUSE DHL EXPRESS DAMAGED IT.  IF YOU DAMAGE SOMETHING THAT BELONGS TO A CUSTOMER TO SETTLE WITH THE CUSTOMER AND THAT WAS NOT DONE.  I WAS TOLD BY DHL THAT WOULD BE DONE BUT THEY HAVE YET TO DO IT AND CONSTANTLY HAVE TOLD ME ONE LIE AFTER ANOTHER.  I WANT DHL EXPRESS TO TAKE OWNERSHIP OF WHAT THEY DID TO MY PRODUCT, REPLACE IT AS THEY STATED THEY WOULD BECAUSE I AM NOT GOING AWAY.

Regards,

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. Sincerely,[redacted]DHL Office of the President