DHL Express

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

[redacted]May 03, 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....

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. Sincerely,Michelle T[redacted]DHL Office of the President

October 29, 2014

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

DHL appreciates being given the opportunity to research and address our customer’s concerns regarding DHL waybill [redacted].

 

We have researched our customer’s concern regarding compensation for the inconvenience caused.  Unfortunately per DHL’s Terms and Conditions of...

Carriage, DHL does not reimburse for consequential losses.

 

The claim rights for this shipment belong to the shipper-account holder in China.  The shipper would need to contact their local DHL office to request any refund that may be due.

 

We have reviewed this matter internally to identify 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 any inconvenience involved.

 

 

Sincerely,

 

DHL Office of the President

I now have used DHL for the first and last time. From the beginning my international shipment went wrong. First the documents that I had to print for the package and driver were e-mailed to me but when I went to print them the page had expired. I called DHL and even called the head office in Bonn, Germany. No one could access my shipping documents (which were generated and sent by DHL) and after 2 hours on the telephone I was assured that the driver would bring the documents with him. He did not. He showed up, filled out an airbill, took the package and left. Later that evening he phoned me to tell me that he was missing documents (which was known from the outset) and that he could not ship my package.

Calling customer service cost me a lot of time and money. In Europe, the DHL office actually CHARGES customers for calling in. Now, a day later, I am told that my package will be returned to me tomorrow (I have to wait all day for this to occur) and hope that the package is intact and that I will get a full refund.

I will never, NEVER, use this company again. The customer service people were unhelpful and not interested in performing any customer service functions for this new customer who is now a lost customer.

The shipper provided, on three different occasions, the Letter of Authorization requested. DHL continued to deny they received the Letter of Authorization.

March 28, 2014 Revdex.com [redacted]

RE: Complaint ID [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, [redacted]DHL Office of the President

I can never trust this business to follow up my case.I am the owner of this package and the attachment shows that they agreed that this package belonged to me.You can see their
management offered $25 Fuel card!!!
Their office in Iran did not accept to receive any complaint because they claimed that the package was lost in Canada.So,the DHL leaders in Canada are responsible for this mismanagement
and must pay full compensation to me.

June 18, 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 frustrations our customer encountered regarding the shipping experience with DHL Waybill [redacted].   I understand Ms. [redacted] frustration regarding this matter and sincerely apologize for the inconvenience she experienced.  According to our information her shipment was delivered to the address listed on the airway bill. Per the service agreement DHL has with the shipper (bill to party) her shipment was left at the front door of her residence without obtaining a signature release. All attempts to recover the package were unfortunately unsuccessful. To resolve this matter in the most expeditious fashion Ms. [redacted] is to contact our claims department using the below link. Please add the letters, SDA, in the description of contents field alerting our claims department of the circumstances surrounding this delivery. http://www.dhl-usa.com/en/express/resource_center/claims.html. Once again please extend our sincere apologies to our customer regarding this unfortunate incident.   Sincerely,   Mark L[redacted] DHL Office of the President

DHL appreciates being given the opportunity to research and address our customer's concerns.  Our records indicate that the shipment was delivered on December 18th at 7:15pm.  There were some weather delays in the area causing the delivery to be delayed.  This would not...

qualify for a service failure refund in this case.  However, as a onetime goodwill gesture, DHL would be willing to offer a partial refund of the transportation costs.  Please provide a copy of the shipping charges and confirm the mailing address. 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 8, 2016     Revdex.com   4428 North 12th Street   Phoenix, AZ 85014       RE: Case # [redacted] – [redacted]       DHL sincerely apologizes for the delivery and customer service issues our customer experienced.   The matter has been thoroughly reviewed based on the feedback provided by the customer and appropriate action has been taken to prevent such occurrences in the future.   With regard to compensation, the shipper in the United Kingdom contracted with DHL Express to carry the goods and paid for the shipping charges using their DHL account number.  They hold the rights to the shipment and any compensation that may be due would be paid to the shipper.  The customer paid the shipper for shipping the package and therefore must contact the shipper for a refund.   Once again DHL would like to apologize for the service issues involved.   Sincerely, John G[redacted]
 DHL Executive Response and Customer Care

October 27, 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 Invoice number [redacted] Our records indicate that Invoice number [redacted] is for duty/tax payment on an inbound shipment sent to Mr. **. The invoice will need to paid as this was a charge assessed by US customs. I did confirm that the invoice was mailed on October 19th. I am sorry Mr. ** did not receive the invoice prior to the payment date. Maybe a delay was incurred via the local mail. Mr. ** may also contact our billing department directly at [redacted] if he would like to further inquire about this custom invoice. Once again DHL appreciates the opportunity to research and address our customer’s concerns. Sincerely,[redacted]DHL Office of the President

The custom bill clearly states 5.3% duty rate on $357.88 purchase which equals to $18.97.
 
DHL adds $11 "payment deferment" on top which is completely fraudulent custom charge.

I've attached the only 2 supporting documents I have. I don't know the actual tracking number, but the invoice is what I received from DHL first, I know they can find out the tracking # from this invoice because when I called upon receiving this letter, they had all the details. Please let me know if anything else is needed.Thank you,[redacted]

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 would like to know if each DHL outlet operates independently. The reasons are that the tracking of the package was done via the DHL webpage and all the complaints were to DHL headquarters. How come then for the refund I have to deal with the outlet I drop the package? If this is the policy then I will do it with a copy of the response I received from DHL.

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.

I am not satisfied with this solution because since the DHL here is fully aware of the situation, it should not be up to the shipper to file a claim.  I am the one that is out of the money that was paid for the items - not the shipper.  Why can I not file a claim here. 

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 31 2014 at 3:07pm.Once again please extend our sincere apologies to our customer regarding this unfortunateincident. Sincerely,[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. The tracking number is as follows DHL [redacted]. The package was finally delivered on April 22, six days after being turned over to the delivery courier. I asked the delivery driver if my house was actually that hard to find and he said no. The driver stated it was common to bad address packages that were further out when they had a heavy delivery schedule.

Regards,

DHL appreciates being given the opportunity to research and address our customer’s concerns. We 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 China. Normally 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]DHL Office of the President

August 29, 2016     Revdex.com 4428 North 12th Street Phoenix, AZ 85014 RE: ID#:...

[redacted] – [redacted]   DHL appreciates being given the opportunity to research and address our customer's concerns. We sincerely apologize for the Customs issues our customer recently experienced with shipping to Ethiopia.   As part of the [redacted] Attorney General’s inquiry I reviewed the file and provided them with a detailed explanation.  The shipment was held by Ethiopian Customs as they required the receiver to obtain a permit/permission from the government to import this item.  The receiver was unable to obtain the permit and the shipper requested return of the goods.  Repeated requests to obtain a Letter of Authorization from the shipper to present to Ethiopian Customs went unanswered.  Given the time that has elapsed since Customs detained the shipment retrieving it is no longer an option.   Compensation, in this case, is not available per DHL’s Terms and Conditions of Carriage as the delay was the result of a Customs issue and the paperwork required by Customs was never provided by the shipper or receiver.   Once again please extend our sincere apologies to our customer regarding the Customs issue. Sincerely,     John G[redacted] Office of the President DHL Express