DHL Express

I called the sales department of DHL for help tracking a package. I had concerns that the particular facility where my package was sent to was closed. The facility was listed as "closed" online, the number associated with the facility was disconnected. I called the sales department of DHL for clarification. I spoke to a representative from the express DHL department named [redacted]. I really don't appreciate how she handled the situation, Her tone of voice was extremely unprofessional and challenging at times. I felt like she represented the DHL in a negative way from a customer service standpoint and I will NOT be using DHL services again. I am extremely disappointed about the unprofessionalism handling the situation. When I call a company with a problem I expect a professional demeanor and solutions to my problems. Not a challenging threatening demeanor and excuses like "I'm sorry but the only address I have is the one on the website".

I ordered a package from [redacted] on October 29, 2014. From November 7-11 the package was sent from Reno, NV to Union City, CA, then to Des Plaines, IL for shipping to local [redacted]. Today is November 15 and the package still has not been sent to [redacted].

I called DHL support and was told they have no information and I should expect the package by November 21st. When I asked why it was not sent to [redacted] yet, I was told that they don't know but packages are sorted by priority and I should receive it by 11/21. She also said ground shipping "is their slowest shipping" and I should just wait for it to come.

Why does it take 5 days to send a small package to [redacted]?

The original shipping date I was given was 11/12, 2 weeks after I ordered the package. I want a refund for all shipping costs and my package delivered by tomorrow 11/16.

I watched the status of my package go from on vehicle to failed attempt to deliver while sitting on the porch.I figured it was so an error. I called and pedro I wasnt waiting and I wasnt home thats why I didnt get it.I know tjis is incorrect I have no reason to lie he said I'll get it monday that it's just a wIg. My child graduates today from colIege .I have cancer that wig is everything. I'm so shocked with the lack of concern and empathy And options I blame dhl for its hiring and training process. I asked for options can the driver reroute to me .no can the driver take the package to dhl so I can pick it up...no dhl treated me like a dog a carrier company like this should not exist .with the most recent round of chemotherapy and radiation I have no hair on my entire body the wig would have hid the fact that I have no hair ,eyebrows ,or eyelashes . There is nothing that can be done to resolve this situation but hopefully it will help someone else. The graduation has started the weird looks and stares has sent me to the bathroom 2x in tears my daughter still loves me but she won't post any pictures of me online I payed for college out of my pocket and can't get a picture posted online because of my appearance

Review: Dhl service is the worst. My package was suppose to arrive on Monday. And I called just to be informed that it was shipped to the wrong facility but not to worry because it would arrive Tuesday the next day. So here it is Tuesday and I called to see where my package was and it's still sitting at a shipping facility. I was told that if I wanted it I could travel over 4 hours to retrieve it. What? Are they serious? This is terrible your company made the mistake of shipping it to the wrong facility and u want me to travel 4+ hours to correct your mistake and u are not attempting to send it to my address. This is unacceptable and I will never ever use this company again. I have a business to run and they have no reserve about making sure that they meet the customers needs. At all I paid over $70 to have a package arrive at my home on time and it's sitting at a facility. I would like a total refund.Desired Settlement: A refund for services because it wasn't my fault that they sent it to the wrong facility.

Business

Response:

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

Review: I had a package that was scheduled for delivery and it never showed up. Every day for a week I got the runaround. I was told the delivery guy dropped it at the wrong address and someone else signed for it that wasn't me. I also was told that the delivery guy attempted to retrieve the package but by then it was lost. DHL said it wasn't there and it was not their problem or responsibility to refund my money, I should just consider it lost and get in touch with the seller. I totally disagree for the simple fact the seller did there job, they listed my correct address, they got my package from A to B all the way up to the point of a DHL location one city over from where I live and suddenly once it arrives in my city it magically becomes lost. One whole week has passed of the manager telling me absolutely nothing. This is a huge extreme mess up on their part and instead of taking responsibility like a mature adult they won't to hide behind the excuse that my package was lost. I strongly believe who ever signed for my package not only kept it but never came back to the door for the DHL delivery guy to retrieve it. So now I've paid for my package to be signed for by a stranger, for the stranger to keep my package for free, lost my money, and lost my package. This is the most unprofessional thing I've ever been through and for them to not have anything to say about the matter only makes it worst. This very thing has happened to four of my friends in under 2 months.Desired Settlement: At the moment I have no choice but to either go through the seller or my bank for a refund. My seller is located in Singapore and I've had more constant contact with them than a company that is located in the United States called DHL.

Review: DHL is invoicing for items already paid. We've received 1 email stating that our account was past due and headed to collections, however have yet to receive a formal invoice via mail. Upon speaking with a representative at ###-###-####. We found that they possibly had the wrong address and the rep stated it wasn't DHL's problem.Desired Settlement: Billing adjustment, apology, terminate/ close our account over this matter. We've dealt with Fedex, UPS, and various other freight forwarders, none who are as disorganized as DHL.

Business

Response:

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

Consumer

Response:

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.Still no resolution, they've requested a copy of the check. Which I'll have to verify with my bank. Due to my business traveling I won't be in the office until the end of the week. I've never encountered this problem with the other carriers.Regards,[redacted]

Business

Response:

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. The Billing Team is currently working directly with 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

Review: On Wednesday September 24th a DHL representative (driver) came to my location and picked up a package going to [redacted], he was in a rush and was distracted by several personal calls. I explain I was told he would have airway bills for me because this was a new account and customer service rep at call center said he would. Arriving with only 3-4 airway bills and one being damage I began to fill out the bill. But the driver was in a rush and when I explain the shipment and value and request for info and on the insurance he took the airway and started writing on it, then he said where is the invoice and I said did not know I needed one so leave it and I will schedule for later date, he said just make one so I said I can write it down and cost of each item and I did. After looking at the written account of items he said it was good and put it inside the package. I noticed he put down 1 package at 20 lbs. and I know from shipment that amount was incorrect, so I called DHL customer service and the rep called the distribution center and said bring back the package because I told her of this incorrect weight and the airway bill did not have the insurance added; I heard her say bring she will tell them to bring the package back but the manager at the location said no they're going to fill it out and ship it. The package is now stuck in customs overseas because of DHL errors and the date is now 10/02/14 and I do not know if I will get my items deliver or return DHL is now telling me may take 90 days for the return of my items. Lately, I have been communicating with [redacted] at DHL and I have sent new created invoice and letter to**. [redacted] at customs in [redacted]. And now still awaiting don't know when I will get the items back to reship to my wife.Desired Settlement: Reship items back to destination free not on my account. And the delay warrants 1 future shipment free of charge for DHL has a fidciary duty to do no harm to the public which is the consumer.

Business

Response:

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 to the intended recipient on October 4th at 11:07. We have reviewed this shipment, and I currently do see that the Service claim was approved for the amount of $291.27. As a gratuitous, I would like to offer the customer an additional goodwill voucher of $50.00 to use towards the cost of a future 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 DHL would like to apologize for the service issues involved.

Sincerely,

DHL Office of the President

Review: Items arrived broken

Items were damaged in transport. I am the recipient and reject being bound to their terms of service for damage as I am not a party to their contract with the shipper, but rather I am a 3rd party beneficiary of the contract and not bound to its terms. My action sounds in tort for negligence, not in contract. Thus, I need not be in privity to make a claim and need not be bound to their terms.Desired Settlement: You broke 3 of 6 glasses of a custom-made whiskey set including a decanter. A replacement set must be commissioned as individual replacement glasses will not match the custom color. Dhl will also have to ship the items from Egypt to the US at no charge.

Business

Response:

March 3, 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 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

Consumer

Response:

unfortunately, my claim sounds in tort, not contract. Therefore, I am not bound by your terms of service. If you fail to take reasonable steps to resolve the matter, all available remedies at law and in equity will be considered.

Business

Response:

March 4, 2016 Revdex.com 4428 North 12th Street Phoenix, AZ 85014 RE: [redacted] DHL has attempted in good faith to resolve this situation for our customer within our standard procedures by providing him with the proper channel for his replacement / reimbursement request. As it appears legal action may now be forthcoming, the below is DHL’s registered agent for the state of California: DHL Express (USA) Inc. CT Corporation System 818 W. Seventh St., 2nd Fl Los Angeles, CA 90017 213 627-8252 At this time we consider the matter settled with the Revdex.com. Sincerely, John G[redacted] DHL Office of President

Review: I ordered a phone on [redacted] I was told that the package my phone was in had been delivered to my door on January 8th. However, it was not. The picture DHL provided as signature for the package was not a picture of my door. I have called numerous times and was told it was re-delivered to the correct address on January 13th. Again, it was not. They can not provide a signature for that delivery. I have called numerous times to avail in fixing the issue. Most of the customer service reps have been rude and unhelpful. No one can tell me where my package is or where it was actually delivered. I have been told to contact Dwayne and have left voicemails for him at DHL. He has not returned my call.

Clearly DHL has no interest in fixing their mistakes. I need the package with my phone in it. Despite the fact that I shouldn't need a reason to get the phone I paid for and DHL lost, I need it in case of an emergency. For example, if my wife who is home with our newborn needed to get ahold of me now she can't, or if one of my older 3 kids need to get ahold of me they can't, or if during these winter months in wisconsin I have car troubles I can't call for help. DHL clearly doesn't seem to care and they have no urgency in obtaining my missing package and bringing it to meDesired Settlement: I want my package delivered immediately. As well as, a formal apology.

Business

Response:

January 18, 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. DHL has fully researched this matter. We appreciate the feedback and have brought this to the attention of our Local Management Team to review in order to prevent similar situations in the future. Our records indicate the shipment was recovered from the wrong delivery location and delivered directly to our customer on January 15 at 2:54pm. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Michelle T[redacted] DHL Office of the President

I was waiting for my package to be delivered and I received a notice on my door stating that they tried to deliver my package and that they would try again the next business day.This happened on Monday 4/27.Tuesday came along and nothing. I tried tracking my package online but it said it was delivered on Monday and signed by a person I did not know. I called them right away but they were closed. So I called today and I was told that it was delivered to the leasing office. The leasing office does not having anyone by the name of the signer that works there. Once I told DHL this they sent the driver back to redeliver the package.The driver then called me and told me that my package was not in the original packaging because it was delivered to someone else and that person thought the package was for him . I asked the customer service representative if it was standard practice to just leave a package with anyone able to sign even if it was not at the delivery address. She said that they leave packages with a neighbor if the neighbor knows them..... I'm not sure what kind of business practice that is? If a package requires a signature then shouldn't they need my signature to leave it with a neighbor? and clearly my neighbor was not told that the package wasn't for him. Plus I have no clue who this person even is. Leaving my package with a complete stranger in my apartment complex and claiming the package was successfully delivered is the most ridiculous thing I have ever heard of. This is the worst delivery experience I have ever had and I will never use DHL again.

I received an invoice for duty taxes on Saturday, 6/14/2014, with a due date of 6/16/2014. When I called customer service, I was rudely informed that it was still my responsibility to pay the bill ON TIME, despite the fact that there was physically no way for me to do so. The invoice was created on 6/9/2014, which is only a week for them to create the invoice, send it to me, be received by me, me to write a check, and for them to receive a check. This seems very unusual and dishonest.

Review: The seller in which I brought my item from informed me, I would receive it on Wednesday 8/6/14. But, on Tuesday the website I purchased off from sent me a email on 8/5/14 stating my item should of been delivered. I came home from work the same day no package didn't think nothing too much about it. Until, I came home from work on Wednesday still I have not received my package. I became a little worried, I wrote down my tracking number and went to DHL.com. Entered my tracking number [redacted] to my surprise my package was delivered on 8/5/14 and someone by the name of N [redacted] signed for my package. I was and still very upset DHL is not taking my issue seriously they told me to wait someone will call me back. I don't have time to wait the more I wait my package could be long gone. And yes, someone was home all day on tuesday who I trust and have no use to the item I brought.Desired Settlement: I want my package by 8/8/14 or my full refund back

Business

Response:

DHL appreciates being given the opportunity to research and address our customer's concerns. We sincerely apologize for any inconveniences caused to our customer. After researching Waybill [redacted] that was sent on August 4, 2014 it was determined from our records the shipment did deliver to our customers neighboron August 5, 2014, sighed for by *. [redacted]. According to the trace file that was completed our customer confirmed receiving the shipment from the neighbor on August 7. Once again DHL would like to apologize for any inconvenience. Sincerely,[redacted]DHL Office of the President

Review: Our shipment sits in [redacted] since February 18th, we paid for door to door delivery. No person at DHL has been able to help us get our $4,000.00 worth of products delivered. Our business was established in 2007, we never have a problem with UPS, this is our second fiasco with DHL. If you want to know what the problem is , call us, we are tired of wasting our time explaining.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Deliver our products! To the correct address !

Business

Response:

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

Review: I ordered a package to be sent within 3-5 business days from [redacted]. I have spent 4 days back and forth trying to have my package delivered.

I ordered a package to be sent within 3-5 business days from [redacted]. I have spent 4 days back and forth trying to have my package delivered. I was told there was an attempt on the 8th and 9th, but I only saw one form stating an attempt on the 9th placed on the outside of my condo mail room door. [redacted] all are able to deliver to my door, but DHL made no effort to accomodate the housing situation. I signed the back of the form and called to be told that my package is on hold. NO efforts were made to call me. I then gave permission on the phone to leave the package at my gate. They stated they were turned away by condo staff. I then attempted to have it delivered to my work site. I was told it would be delivered in the morning. Now it is 3 pm, and I have been on the phone with a rude staff member for 25 minutes wherein she became angry with my and hung up while I was waiting to see if they can locate the driver and my package. This is 4 days past the delivery window that I paid EXTRA to have express service.Desired Settlement: I want my shipping fee refunded. I have wasted more time tracking down my package and been treated rudely over and over by DHL staff

Business

Response:

July 16, 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.

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

Review: I live in a fairly new neighborhood but it shows up clearly on [redacted] even though some old systems don't recognize it. Anyhow DHL HAS NEVER had a problem delivering to this neighborhood in the past my past delivery from them was in the last summer on TWO different occasions. I guess they switched drivers for my area now because I've had this happen with THREE different packages the first two I got so fed up I had to drive down to Baltimore to pick up which is a long drive from where I live. This time the driver after receiving many complaints about how they refused to even address the issue that they were getting lost and falsifying that they showed up (WHEN CLEARLY I CAN SEE WHO COMES IN AND OUT OF MY NEIGHBORHOOD BASED ON HOW THE PROPERTY IS POSITIONED) and constantly hitting the 'address information needed' button decided to just skip my package all together. He didn't even bother to try delivering it today instead it still says on tracking 'With delivery courier' meaning he has no intention of trying to deliver it because I guess it's 'too hard' right whatever. DHL lets him get away with everyday just making him try again tomorrow, I should of BEEN had that package on Monday and now its Wednesday night gonna be another fail Thursday. This is my LAST TIME USING DHL FOREVER [redacted] AND [redacted] CAN GET IT RIGHT AND DON'T HAVE LAZY DRIVERS WHY CAN'T DHL? EVEN THE USPS IS WINNING.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want my delivery not the next day when he screws up again or ignores me but I want them to make him stay out on his shift until he delivers it or have the entire hub come and deliver it to me because it is pure laziness. If its delivery why should I have to come all the way from a far off town to a distant to pick up my package when I asked for delivery it was already hard getting down to the hub the first time. It's been a waste of money so

Business

Response:

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 that shipment number 3397562416 was delivered on March 26, 2015 at 3:52pm.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,

I ordered a package, which was shipped internationally from China. The package was shipped with DHL Shipping. The first package was sent back to the sender Nov 10th because of an incorrect zip code. It was severely damaged and the unit was broken. The seller corrected the zip code and shipped a replacement but I gave a post office address out of ignorance. After that, I tried calling DHL to give the my actual address but every time I call they hang up on me. Then I decided to fill out a re-delivery form online but I tried to call again to ask them to check to see if this package is damaged and they still hang up on me. That is very rude and it is causing the transaction with the seller to be really drawn out. This is also running up my phone bill.

Review: We have a commercial account with DHL, we send an Air Freight shipment on 21 November to our facility in UK. DHL was unable to deliver on time and never confirmed a delivery date. Bad practice by DHL not to give confirm delivery date. First I thought that shipment had been lost but after making several calls to DHL customer line they told me that crates are not lost but sitting at East Midlands- UK. I also file a lost claim since crate had not been delivered and effecting our daily business.

I want crates to be delivered ASAP and refund all shipping charges.Desired Settlement: I want crates to be delivered ASAP and refund all shipping charges.

Business

Response:

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 contacted DHL want to open an account with them, so I can send my goods to China with some discount rate. A DHL sells contacted me get some information and gave me some rate that I can get. I told him that I will take some time to compare with other companies rate and service first. finally, I decide to open an account with DHL, and I was planning to ship some goods with DHL as soon as the account set up. this was at May 1st, and DHL sells promised my account will be set up at May 6th the lastest. the reason I choose DHL is I want send my goods fast. that's 5days from the date I want to ship my goods. normally I use USPS priority send to china, it only take 7-10days. but the DHL sells told me he will try to speed things up maybe I can have my account on Friday which is May 2nd. so, I decide to wait and use DHL for this shipment, because my customer want the goods fast. which it turned out to be the dumbest decision! then I start chasing this sells, which he is always be away from his dest never answers my call! from Friday, Monday, Tuesday, I got answer is Tuesday is the normal time I can have my account, this sells can not speed things up to get my account set up. then from Tuesday, he start to tell me that DHL have some internal problem, I may have it tomorrow. so I waited another two days before I can not wait any longer and shipped my goods with other carrier.during this time, he never contacted me, and I had to call him several times a day to leave massage chasing him, he never answers the phone. My customer is angry with the delay, and I probably lost his business forever. Now it is Friday May 9th, I still not have my account set up! well, I don't need it anymore, how can I trust a company like this to ship my goods with!!!!

Review: In september 2014 I ordered a product from "[redacted]" and I paid all the expenses for this product including delivery charges. DHL express delivered the product to my house without any problems or conditions.In October 2014 DHL send me an invoice for customs duty in the amount of $30.80. I strogly beleive that I am not responsible for this produt. So I did not paid it. DHl now asking the collection agency to collect the money. I did not sign anything to agreed to pay this customs duty and when I ordered the product did not mention anything about the customs duty.[redacted] is chose to DHL to deliver the product not me.ThanksPlease helpThanks[redacted]Desired Settlement: to cancel the invoice

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 · DHL invoice numberUpon 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: My name is [redacted] and I manage [redacted] in downtown Sacramento. We provide a mailbox service and one of our customer who has a mailbox here was supposed to receive a DHL package on August 11, 2014, tracking number [redacted]. We never received that packaged but I was informed by our customer that when he tracked it online it said it was delivered and signed for by me. The only people who work at this location are myself from 8:30 am til 5:30 pm or one of my two bosses who come in to help in the afternoon. When we finally received proof of the signature at the end of August I opened the email and immediately knew that the signature they had on file was not mine when the proof of delivery said SStockton. I am a Notary Public for the State of California and have been signing the exact same way for over 5 years. I have proof of my signature from the Secretary of State, [redacted], and I can also obtain proof from [redacted] or all the other delivery companies that come into this store. I have spoken to [redacted] the Executive Response and Customer Care for DHL and multiple people at the 1-800 line. Every time I have spoken with someone from DHL they have refused to give me the name of the delivery driver and they have also refused to give me any information in regard to the case of forgery and us not receiving the package. I will include the DHL proof of delivery, proof of my signature from the Secretary of State, and proof of my signature from a delivery from [redacted].Desired Settlement: I want the driver to be reprimanded for his actions and I want an explanation of why we did not receive the package and why he forged my signature. I also want a settlement on my part because this has caused me so much stress and now I will have to take off work to see my doctor.

Business

Response:

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

Consumer

Response:

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.

Something needs to be done about the fraud on DHLs part. My signature was forged with out my permission. And I have multiple documents to prove what my signature actually looks like. No one at DHL has contacted me and every email I have sent in the past couple days appears to just be ignored.

Regards,