DHL Express

July 1, 2016

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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.
 
On behalf of DHL Express, please accept my sincere apologies and I appreciate the opportunity to get involved in helping to resolve this matter. As the shipment was sent through DHL Express to the customer located in Canada, I have contacted Management within DHL Canada and will ensure that someone follows up with the customer locally.
 
Once again please extend our sincere apologies to our customer regarding this unfortunate incident.
 
 
Sincerely,
 
Michelle T[redacted]
DHL Office of the President
Tell us why here...

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.My shipping # [redacted].my complain # [redacted]

Regards,

Revdex.com 4428 North 12th Street Phoenix, AZ 85014 

[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.  As the shipment was lacking contact information for both the shipper and receiver the shipment was returned.  Additionally, there were no charges that were assessed for the returned shipment. At this time we cannot remove any charges as there are none to be found. Once again please accept our sincerest apologies for any inconvenience this may cause. 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 frustrations our customer encountered regarding the shipping experience with DHL Waybill [redacted].Local DHL Management was provided all the details...

regarding the incorrect delivery and was recovered and delivered correctly to our customer.  Corrective action will be taken regarding this case.Once again DHL would like to apologize for the service issues involved.  All necessary actions will be taken to ensure that these types of service failures do not happen.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 frustrations our customer encountered regarding the shipping experience with DHL Waybill [redacted].

Our customer did go to [redacted] to ship and all shipping costs were paid to that company, not to DHL Expres.  This location would be responsible for providing any refunds to our customer. 

Post Net holds the claim rights with DHL and currently has a claim in process for the Loss.  We ask that our customer follow up with [redacted] to confirm the status of the claim and any refund that may be due.

Once again DHL would like to apologize for the service issues involved.

Sincerely,

[redacted]

DHL Office of the President

June 14, 2016
 
Revdex.com 4428 North 12th Street Phoenix, AZ 85014 RE: Complaint ID [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].
 
Our records indicate that this shipment was recovered and delivered to the local 7-Eleven convenient store at [redacted]. The store manager has confirmed that this shipment was picked up by the customer on June 9, 2016.
 
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.
 
The shipment was billed to the shipper; we would suggest our customer contact the shipper to file a claim on the shipment or request a replacement.
 
Once again DHL would like to apologize for the service issues involved.
 
Sincerely,
 
Jennifer B[redacted]
DHL Office of the President

My in laws sent a package from overseas to my new address in Florida- see attached. I have talked to numerous people who have told me that I am wrong and then finally after 5 days of calling and sending multiple emails to include the attached which no one seemed to have read some guy named Cris Manzano called me and asked me to send him the picture again because none of the systems talk to each other and he couldn't pull up the email string I was referring to, even though there is a reference number to it. I have been trying to convince is at DHL for 5 days that the computer is wrong, because none would be willing to open the attachments that I sentWhat do you, after days of pulling my hair because everyone says I am wrong even though I am physically looking at the shipping label. He said yeah you are right he believes a 3PL to DHL had a miscommunication...but its not DHL's fault because you aren't accountable for your 3PL partners. Since I am no longer in SC, my realtor went out of her way to grab it so that it wont be stolen or lost because no one lives at the house it was sent to. I asked DH; to pick it up at the realtors office, but they said they cant because "they did what they were supposed to". My dilemma is do I leave it on my patio and hope nothing happens to it or none of my neighbors grab it to keep it secure? Do I have my realtor go out of her way to drop it off over 40 minutes from her office? Or can DHL own the fact they are wrong and its their partnership that messed up and pick up the package from my realtors office and send it to the address it was supposed to g to (of course they wont, they put the burden back onto me)?I give up I will now work with my realtor and have someone like Fed-Ex pick it up and  send it to me, taking the burden and paying the final trip. I will not accept any resolution which does not include the Fed-Ex shipping bill and compensation for having to deal with this company. DHL-[redacted].

March 16, 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]   Your experience was certainly not indicative of the high service standards our customers deserve and expect.    Our Management Team in the Ontario area has been contacted for assistance to contact you and discuss delivery options. We will be addressing your concerns with the customer service agents that you interacted with and proper action will be taken.   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 please extend our sincere apologies to our customer regarding this unfortunate incident.   Sincerely,   Daniela D. M[redacted] DHL Office of the President

March 17, 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. DHL Express has reviewed the matter and concludes that the payment of 36USD has been applied to Waybill [redacted] attached to invoice [redacted] which has been paid in full. This payment is not for the unpaid invoice [redacted] which is attached to Waybill [redacted]. The charge for this invoice is 36USD as well. Please understand that these charges are valid and still remain due. If our customer has any further questions regarding this case, please do not hesitate to contact our billing team for support. Once again DHL appreciates the opportunity to research and address our customer’s concerns. Sincerely, Jennifer B[redacted] DHL Office of the President

December 14, 2015Revdex.com 4428 North 12th Street Phoenix, AZ 85014RE: Complaint ID [redacted] – [redacted]DHL appreciates being given the opportunity to research and address our customer's concerns. On behalf of DHL’s CEO office, thank you for your inquiry regarding shipment #[redacted]. DHL has researched this matter; the shipment did encounter a one day delay due to a technical issue. For any further concerns we kindly ask our customer to contact the shipper directly.  The delay was an uncontrollable occurrence which is not covered under DHL’s terms and conditions. We do sincerely apologize for any inconvenience this may have caused. We do sincerely apologize for any inconvenience this may be causing. Sincerely,[redacted]DHL Office of the President

As the attachment which is the reply from the sender shows, in their system my order has been completed and there is nothing they can do now. In another word, they won't make a claim as DHL said since their system doesn't allow to. And I do believe this is not the sender or mymistake, DHL should take care of it and make the refund.

February 5 2016   Revdex.com 4428 North 12th Street Phoenix, AZ 85014     Case Number - [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 incurred with DHL.   Please let Huang He know that DHL will investigate this matter internally to prevent these types of situations in the future.  Also please be advised the experience was certainly not indicative of the high service standards our customers deserve and expect.   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 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 your 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.  Once again please extend our sincere apologies to our customer for any inconvenience. Sincerely,[redacted]DHL Office of the President

October 18, 2016   Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014   RE: Complaint ID # [redacted] – [redacted]   DHL appreciates being given the opportunity to research and address our customer's concerns.   I would like to apologize to our customer for the inconvenience cause by the return of shipment # [redacted]. Our research has determined that the shipment was returned as the medication has restrictions on importing into the UK. Since the payment for this shipment was paid to a DHL Authorized Shipping Center and not to DHL directly, our customer will need contact the store that the shipment was placed from, to receive any refund that may be due. Per the receipt information, our customer will need to contact [redacted] at [redacted]   Once again please extend our sincere apologies to our customer regarding this unfortunate incident.       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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

DHL USA seems want to pass on the case to DHL Hong Kong for them to investigate. However, the cause of this problem originated in the U.S. DHL Hong Kong has already been contacted for this problem by the shipper, but DHL Hong Kong replied they could not ship back the product free of charge without DHL USA's permission, admitting that the U.S. made the mistake in this case. Also, DHL Hong Kong has already charged the shipper 9623.36 Hong Kong Dollar for the return shipment from the U.S. to Hong Kong. DHL needs to remove this unreasonable charge since DHL USA created this problem causing product returned without shipper's consent.

Regards,

August 4, 2016    

font-family: Arial, sans-serif;">Revdex.com 4428 North 12th Street Phoenix, AZ 85014 RE: [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]   The delay in delivering this package was the result of Duty & Taxes assessed by the U.S. Customs and Border Protection which must be paid before the delivery may occur.   Once the payment is made, delivery usually occurs the next business day.    Per Mr. Alhakim’s feedback, he paid the Duty & Taxes at 9:25 PM local time on August 3, 2016 but the DHL delivery station had already closed for the day.  The package was delivered to Mr. Alhakim’s leasing office on August 4, 2016 at 11:00 AM local time.   With regard to the request for a refund, Mr. Alhakim would need to reach out to his shipper in Germany as they hold the claim rights to the shipment and any compensation would have to come from them.      Sincerely,     John G[redacted] DHL Office of the President

The Fraud Affidavit was filled out.  The response that we were given was that it was denied because of previous relationship.  I did NOT have a relationship with the the people who used my account and had packages picked up in other states.  In the years I have done business with DHL the only packages that have been sent by me were picked up at my address in Carrollton Georgia.  As in my letter to Revdex.com, I did pay two invoices that I should not have paid(oversight on my part due to very busy season) and am asking for the refund for those two invoices. [redacted] and [redacted].  I am also asking that the invoice [redacted] that they are trying to collect be credited to my account.  DHL has not tried to resolve the situation due to the fact that my account number was used without my authorization and they pickup up in other states without my permission.  
It is unreasonable for them to say: " Any person who has knowledge of and makes use of your account number is deemed to enter a contract with DHL on your behalf as an agent.  DHL contacted my first that their may be a fraud problem with my account.  They also closed my account due to fraud without my knowledge.

February 9, 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] Your experience was certainly not indicative of the high service standards our customers deserve and expect.  Our Management Team in the Rochester area have been contacted for assistance with redelivering your shipment. 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 please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Daniela D. M[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 recovered from the wrong delivery location and redelivered correctly on July 10 2015. It was signed for by our customers daughter at 13:30, at address [redacted] in Newark as request by our customer.Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely,[redacted]DHL Office of the President

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]To the

At this time, I have not been contacted by DHL Express regarding complaint ID...

[redacted]  Thank you for your help.

Regards,

Raul Rivera