DHL Express

June 21, 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 confirm that DHL Waybill [redacted] was returned to the shipper, [redacted] in China under DHL Waybill [redacted] on April 6, 2016. The shipper was notified when the shipment arrived into Shanghai gateway on April 11, 2016 and was made aware that this was a return shipment for DHL Waybill [redacted]
 
The shipment is still on hold with customs in China and can be cleared if the shipper hires a broker for clearance.   
 
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,
 
Jennifer B[redacted]
DHL Office of the President
Tell us why here...

My brother, [redacted], contacted the DHL office in Iraq and they told him that DHL record indicated that the package has been delivered and they didn't refund him and also didn't follow up with him. We don't have a poof of delivery and DHL cannot find the notice and that will not help us to reissue the official documents.

December 20, 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. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely,Michelle Ti[redacted]DHL Office of the President

 

[redacted]DHL appreciates being given the opportunity to research and address our customer's concerns.  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 the DHL airway bill documentation and/or at the following link:  [redacted]  DHL has reviewed this request again and concluded the following:  In regards to Airway Bill # [redacted]:  The request is for consequential damages and therefore it is excluded per the DHL Terms and Conditions.   Based on the foregoing the request for compensation is denied.  The shipment is currently held by customs in United States Customs and is outside of DHL’s control.   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

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]

December 30,2014 BetterBusiness Bureau [redacted]RE: Complaint ID [redacted]– [redacted]DHLappreciates being given the opportunity to research and address our...

customer'sconcerns. We sincerely apologize for the delivery service issues our customerrecently incurred with DHL.  Our recordsindicate that the shipment AWB [redacted] was delivered on December 1, 2014.  We have researched our customer’s concern andplease know that DHL has conducted a follow up investigation.  After extensive research and recoveryattempts, we have not been able to recover our customer’s shipment from thedelivery address.   We urge ourcustomer to contact the shipper in order to proceed with the claimsprocess.     Once againDHL would like to apologize for the service issues involved. Should you haveany further questions regarding this matter, please do not hesitate to contactme at your convenience.   Sincerely, [redacted]

[redacted]DHL Office ofthe President

July 8, 2016

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Revdex.com 4428 North 12th Street Phoenix, AZ 85014 RE: Case # [redacted] – [redacted]
 
DHL appreciates being given the opportunity to research and address our customer's concerns.
 
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.
 
Since the shipment was tendered and paid for at a third party retail store, Postal Annex #[redacted], any request for a refund would need to be filed with them directly.
 
The above mentioned shipment was delayed by the [redacted] and has now been returned under DHL AWB [redacted]. The shipment was delivered on July 6th and signed by *. [redacted].
 
Once again please extend our sincere apologies to our customer regarding this unfortunate incident.
 
Sincerely,
Tara G[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:

 

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·        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

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 shipper has followed up with the claims department and they rejected the claim - stating that the delivery was authorized for delivery without signature.  The claims department has not acknowledge the failure to deliver the package as per the surveillance video and phone records.  

Regards,

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.

Hello. The DHL tracking number is  [redacted]
After repeated research on [redacted], [redacted], sending messages and asking neighbors, I discovered that the "[redacted] family that signed for my package lives in building 12 which is on the complete opposite side of my large apartment complex ([redacted]. I am  in building 24. Therefore, the mail courier wasn't even close to my apartment. They told me their substitute courier that day "did not recall" where he left the package and refused to try to retrieve it for me.

Review: This is a complaint against DHL. My original complaint was filed against [redacted] had used DHL for the delivery of two Tandoor Ovens that I had bought. The DHL Waybill Number for this shipment was [redacted].I had used [redacted] who uses DHL etc to deliver International packages on Feb 4th, 2010. I had requested shipment of a package to [redacted]. I was reassured by [redacted]) that the package would be delivered door to door from [redacted] to [redacted] and that Customs Clearance would be done by DHL. The lists of complaints from my side are:1. The articles were not delivered to [redacted]. Instead they were delivered to [redacted] and left there by DHL. According to my contract and original agreement, [redacted] via DHL was supposed to deliver door to door and clear customs. 2. The delivery to even [redacted] took 7 days when original contract schedule said delivery to [redacted] would be within 3-4 days.3. Only reason I chose [redacted](via DHL) was so that my package got delivered door to door and customs clearance would be done by DHL. I had quotes for delivery to [redacted] via cargo plane from [redacted] and [redacted] for around $650. 4. Once DHL left the package in [redacted], I spent about US $3000 to clear customs, pay for Customs warehouse in [redacted] and for shipment from [redacted] to [redacted] also charged me an additional amount of $622.04 on 4/18 without my knowledge or without any prior authorization. [redacted] is saying that DHL charged an additional amount because the package was over the weight that was declared during shipping.DesiredSettlementID: Other (requires explanation)Desired Settlement: DesiredSettlementID: Other (requires explanation)

DesiredSettlementID: Other (requires explanation)1. A refund of approximately $1000.00 from the original shipment charge of $1661.08. This is only fair since if the cargo was shipped only to [redacted] without any customs clearance, [redacted] and [redacted] had quoted me approximately about $650.00 to ship the cargo to [redacted] and with no customs clearance.2. Remove the additional charge of $622.04 billed to my credit card on 4/18 for a transaction o

Business

Response:

September 5, 2013

Revdex.com

4428 North 12th Street

Phoenix, AZ 85014

RE: [redacted] - Case#: [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 their shipping experience with DHL (DHL Waybill [redacted]).

Our records indicate that the shipment #[redacted] arrived in (GDL) [redacted] gateway on February 10, 2010 and was turned over to the receiver’s broker on February 12, 2010, per the authorization letter from the receiver of the shipment. After reviewing all the details of the claim, it was determined it would not qualify for a service guarantee due to the heavyweight nature of the shipment.

Regretfully at this time DHL has determined to not be responsible for the issues that contributed to the delay and as such we are unable to reimburse our customer for any charges incurred with the delivery or transportation of this shipment.

Should you have any further questions regarding this matter, please do not hesitate to contact me at your convenience.

Sincerely,

DHL Office of the President

Review: I purchased a package from your company and have yet to receive it. I was supposed to have already received my package yesterday but when called the USPS they said that they never received a package and that they have no record of it in the system. This was supposed to be a Christmas gift and was supposed to be expedited. I am not pleased with this series of events and would like to obtain what I ordered before Christmas.Desired Settlement: I want the package that I purchased to be in my possession.

Business

Response:

December 20, 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. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely,Michelle Ti[redacted]DHL Office of the President

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. I was contacted about the issue and found a resolution. I thank DHL for their time and effort.

Review: Hello I placed a order with a company. According to the DHL's website my package was due to be delivered on Monday, March 23, 2015. After not receiving my package by 7:30 pm I contacted the company and was told that the driver was still out and I should receive my package by 8:00 pm. I called back at 8:30 because I had still not received my package and again was told that the driver was still out. This time I was told that there had been no deliveries in my area yet so the driver must of been running behind but not to worry because my package would arrive before the nights ends. I was due to catch a 6:25 am flight in which I missed because the items that I am still waiting for were needed for my trip. I woke up the next day, Tuesday, March 24th, still no package. At this point I went on the DHL's website again and to my surprise the system is now stating that the package was delivered and signed for by myself at 4:45 the day previous which was March 23rd. I again called the company in which they stated that the driver was off today and they would contact me when they were able to get in contact with him. After 5 hours I received a call telling me that the driver was contacted and stated that he delivered the package to my house and that there was nothing else they could do for me that I had to contact the company in which I placed the order. Problem is I sat in my home all day waiting for this package. Their system showed that as of 8:30 that night I had not received my package so if I had not received my package at 8:30 that night how is it that the night day it says that I actually signed for it at 4:45. I am not in a position to lose money. That order was over $100 in merchandise that I did not receive and no one is even trying to correct the error. Why would I be told to file a complaint with the company in which I purchased? They did their job by sending the order. My purchase was in the hands of DHL so they are the ones who are responsible. They paid DHL to deliver a package and they didnt. They said they dont have my signature but it appears that the driver typed it in manual but if he delivered it to me why would I not sign it myself? Thats because he never brought it to my home. I wouldn't want people like this representing my company. I'm not sure what he did with my package but he did not bring it to my home. Now I missed my flight, I still dont have my package, and DHL representatives could care less. Their attitude towards this issue shows a great lack of customer service or care.Desired Settlement: Personal I would like my order in which I paid for delivered to my home and the representatives that stole my merchandise and the ones who called being rude and ignorant written up or even fired. The level of customer service I received was and still is disheartening. I would like for the deliver him self to come look me in my face and tell me eye to eye that he came to my house. He won't be able to because he never came.

Business

Response:

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

Review: I was home waiting for a package the entire day and the delivery person did not ring the door bell to my residence, instead opting to leave a note stating that they "would try again" the following day. My wife came home to state that she saw a DHL truck leaving around the corner as she came home. I told her I did not hear a thing (and our home is small).I immediately called DHL dealing with 2 women at this office location:DHL Authorized Shipping CenterAddress: [redacted] called at 10:39AM PST and called again at 10:58AM PST.I'll keep this description relatively short as I would like to explain in more detail via phone call. I will also admit that I was pretty amped up on the call in terms of energy, but at no time did I use profanities or verbally personally attack the people on the phones, but between the 2 gals I dealt with on the phone who were very short, rude and unaccommodating (along with the delivery person NOT ringing the door bell so that I could hear), I am at a loss for words and I still do not have my package.Desired Settlement: I would like a call from a division manager or general manager who oversees the [redacted] location so that front facing and front line services are improved for not only myself but for others who, unfortunately, choose to use DHL.Currently, I have asked the supplier of this shipment to cease using DHL as a service.

Business

Response:

March 28, 2014 Revdex.com [redacted]RE: Complaint ID [redacted] – [redacted]DHL appreciates being given the opportunity to research and address our customer's concerns. DHL has researched this matter. We appreciate your 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 based off of your points below. Our records indicate the shipment was delivered on March 20 at 3:55pm. 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

Review: Without any previous invoices o calls, DHL has sent a bill for $80.73 to a collections agency. When I call DHL to confirm the validity of this collections claim I ask for proof of charges, and they tell me they can't provide but that the charges are import duty/taxes fees standard by US Customs paid by DHL on my behalf for a item transported by them. As to remove my name from the collections account I paid immediately this bill despite the fact that I don't have any guarantee that DHL has paid this duty taxes.Desired Settlement: I would like an apology for sending this account to a collections agency without any previous billing that could have been upon delivery, later as a statement or as a phone call. Also, I want DHL to prove they have paid US Customs the amount they say they have paid on my behalf

Business

Response:

October 23, 2013

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 incurred with DHL.

We have researched our customer’s concern regarding the invoice for duties and taxes. Our customer in the US is responsible for duty and tax charges per the air waybill. The invoice is sent to our customer by United States Postal Service when the duty/tax charge is under $200.00. The duty invoice is forwarded to the collection agency ([redacted]) on the 61st day if payment is not made. The collection agency contacts the customer by phone and also by mail advising of past due invoice.

Our customer requested proof that DHL had paid US Customs on their behalf. DHL Express (USA), Inc. is an Express Operating Carrier under the term defined in Customs Federal Regulation (19 CFR), part 128..1(a). Due to the nature of our business, [redacted] allows our company to file consolidated “manifest” entries for release of goods where the value is less than $2500.00 in entered value.

Payment of duty and taxes is made under these conditions are executed under one ACH Duty Statement and is paid under DHLE’s Federal Identification number. This ACH Statement contains the sensitive information of other consignees included in the complete manifest, and in respect of 19 CFR 111.24, we must not provide this confidential information in whole. Therefore, shipments of low value cleared under manifest conditions and paid under DHLE’s own ACH Statement do not yield an independent ACH Statement.”

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

Review: in January of 2015, my mum shipped me 2 glass figurines from the UK.

because they were glass, the shipper DHL refused to cover the shipment under insurance.

the items arrived damaged

original estimated value was $768.05

damaged value is $170

they are billing me for the import tax based off of the original value.

I have tried to file a damage claim, but even with providing all the information I was told I needed the claim was denied for the following reason

'Under 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.

While we requested that the DHL office in the United Kingdom, along with the billed to party, authorize us to settle the claim with you, the consignee, we were not able to obtain the necessary authorization. This release was not available because the account holder requested the claim be processed on their end. Based on the foregoing, your claim is denied.'

no the bill is close to collections and will affect more than my credit

I was told I could file a appeal through DHL, but that would cost $75

why should I have to pay more money for something I didn't do, and have done everything that was asked of me to file a damage claimDesired Settlement: I am happy to pay the import tax for the value of the items as they stand now, as there is no way to get the repaired and back to original value.

I would like them to adjust the invoice to reflect the current value.

Business

Response:

DHL appreciates being given the opportunity to research and address our customer's concerns. We have reviewed this shipment, Awb# [redacted]. The Customs duty and taxes were assessed in the amount of $62.30. US customs does not allow the entry paperwork to be modified and resubmitted in cases where damage has occurred.We sincerely apologize for the delivery service issues our customer recently incurred with DHL and we have waived the $62.30 as a goodwill gesture. Our customer can disregard the duty and tax invoice that was received for this shipment.Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely,[redacted]DHL Office of the President

Consumer

Response:

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,

Review: I have a packaged shipped via DHL from The Gambia(w/Africa). DHL Express promised a 3 day delivery and fee was very costy, package departed from location on Thursday 03/12 and was due for delivery on Tuesday but it has been 3 days since and am not able to receive package.

on expected date I tracked package and It say carrier attempted delivery and I was not home (which I doubt very much because I was home at the written time) spoke to customer service and I was advice to redirect the delivery top my office which I was hoping if so I wouldn't miss but the same thing happened for another 2 days.

I called customer service to see how best they can help me to get the package since its already 3 days late and I've paid for Express service. to my surprise the representative was very rude and hung up on me. [her words exactly: there is nothing we can do about it, our courier will be out tomorrow for another attempt" ]Desired Settlement: I want my package delivered asap and since I didn't get express service I am asking for a refund, because [redacted] could have done a better job at a 8 day delivery.

Business

Response:

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

Review: I [redacted] made a purchase at DHL in [redacted] on 07/10/2014. I posted a few paper to[redacted] They weighed my papers and told me total amount that will cost to send them. I accepted the amount and was charged for the amount of $54.47. A few weeks later I received a mail that I need to pay an extra $38.04 in addition to what I paid already. I called the DHL customer services and they told me to send them an email with my bank statement showing that I paid the $54.47 and it was their mistake and I had to ignore the letter. I thought that they took care of everything and the mistake which was made by their customer service. today I received another email that I still have to pay $38.04. I am not willing to pay for their irresponsibility and not updating their data and keep sending the customers bills which was already solved. Please help me stop them from sending false charges. Thank you [redacted]Desired Settlement: Updating my data on their system and stop the extra charges of $38.04.

Business

Response:

September 20, 2014

RE: Complaint ID [redacted] – [redacted]

DHL appreciates being given the opportunity to research and address our customer's concerns.

DHL is researching this matter. We appreciate the feedback and have brought this to the attention of our Billing Management Team for review. I will let you know as soon as new information is available.

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

The worst customer service experience that I've ever had was with DHL. My package was coming from Canada to Philadelphia and the seller required a signature upon delivery because it was expensive. After checking the tracking number and seeing that my package had been delivered days before while I wasn't home, I was confused to see that it was nowhere to be found. The signature delivery confirmation included the initials "SDA" which do not belong to anyone in my apartment building. I called DHL to find out what was going on, and they started an "investigation" because apparently SDA stands for Secure Delivery Area (DHL also lied and said that the seller of my product authorized that the package could be left on my porch without a signature). The driver signed for the package and left it on my porch because I apparently live in an SDA. This is clearly not the case because my package was stolen off of my porch and my neighbor said she has had packages stolen off our porch as well. This is completely unacceptable; if the person who the package belongs to is not home to provide a signature for the delivery, it should be taken to the post office. I thought this was common sense.

After multiple frustrating email exchanges with DHL and the seller, I finally got a refund from the seller who was equally frustrated with DHL's lack of competency. I feel that DHL should have refunded me for the product that was lost/stolen due to their negligence because it was no fault of the seller. I asked DHL multiple times for a reimbursement refund due to their negligence but they refused since the package was "delivered". This is childish behavior and shows that they can't take responsibility for their actions.