DHL Express

DHL appreciates being given the opportunity to research and address our customer's concernsWe sincerely apologize for the delivery service issues our customer recently incurred with DHL Our records indicate that shipment number *** was delivered on December 4th at
3:01pm, signed for by ***. 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 involvedShould you have any further questions regarding this matter, please do not hesitate to contact DHL.Sincerely, *** ***DHL Office of the President

DHL appreciates being given the opportunity to research and address our customer’s concernsWe sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL Waybill ***.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 replacementOnce again DHL would like to apologize for the service issues involved.Sincerely,*** ***DHL Office of the President

RE: Case # *** - *** ***DHL appreciates being given the opportunity to research and address our customer's concernsWe sincerely apologize for the service issues our customer recently incurred with DHLUnfortunately we do not have enough information to proceed with
researching the casePlease advise our customer that further details are needed in order to provide resolutionThe details needed may include but are not limited to:DHL Shipment waybill number(s) Shipper/Recipient information.Upon receipt of more information, DHL can proceed accordingly with this complaintOnce again please accept our apologies for the issues involvedSincerely,*** ***DHL Office of the President

DHL appreciates being given the opportunity to research and address our customer's concernsDHL 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 January 07, at 4:16pm.Our customer can contact the shipper the shipper to file for a service failure refund since the shipper is the account holder and holds the claim rights. Once again please extend our sincere apologies to our customer regarding this unfortunate incidentSincerely,*** ***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 ***
Under DHL policy the rights and
responsibility for cargo claims belong to the account holderOur records indicate the claim rights of this shipment belong to *** ***Normally it is up to this party to file any claim with their local DHL officeWith this information in mind, we are unable to settle this claim directly with our customer
We are currently researching the claim details with *** ***. Once all details are reviewed, we 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
Once again DHL would like to apologize for the service issues involved
Sincerely,
*** ***
DHL Office of the President

DHL appreciates being given the opportunity to research and address our customer's concernsWe sincerely apologize for the delivery service issues our customer recently incurred with DHLUnder DHL's claim policy, the rights and responsibility for cargo claims belong to one of two parties: the shipper, or, in certain cases, the biparty or DHL account holderNormally it is up to this party to file any claim with their local DHL office.With this in mind, we must respectfully direct our customer to either the shipper or the party from whom you made shipping arrangements for any compensation you may be dueIf, after you contact them, the party who owns the claim rights wishes to transfer the claim to our customer, please have that party sign a document on letterhead or provide other documentation of their request and forward it to our claims departmentPlease ensure it includes their contact information.If the release is received we will then reopen the claim for further evaluation, subject always to the Terms and Conditions of Carriage as noted on the back of our air waybill. Without this release from the owner of the claim rights, we do have to deny the claim at this time.Once again please extend our sincere apologies to our customer regarding this unfortunate incidentSincerely,*** ***DHL Office of the President

DHL appreciates being given the opportunity to research and address our customer's concernsWe appreciate the feedback and have brought this to the attention of our Billing Management Team for review. We have submitted a dispute under case number *** to have the
cost reduced by $600.00. We spoke with our customer and advised of our actionsThe account cannot be closed until payment has been made for the outstanding invoices It is my understanding that our customer has agreed to make payment after the case is resolved.Once again please extend our sincere apologies to our customer regarding this unfortunate incidentSincerely,*** ***DHL Office of the President

DHL appreciates being given the opportunity to research and address our customer's concernsWe sincerely apologize for the delivery service issues our customer recently incurred with DHLWe have confirmed that the claim was in fact filed by the account holder/bill to party *** *** *** *** located in Hong Kong. The account holder has already received the final resolution of the claimDHL does apologize again however the specific details of the claim are confidential records, and can only be discussed with the bill to party. We kindly encourage our customer continue working with the supplier regarding the claim and any further refunds.Once again DHL would like to apologize for the service issues involved.Sincerely,*** ***DHL Office of the President

DHL appreciates being given the opportunity to research and address our customer's concerns. DHL has researched this matter We appreciate the feedback and have brought this to the attention of our Local Management Team for review We will certainly use this information to improve our customer experience and have already taken steps to enhance our process.Our records indicate the shipment was delivered on December at 3:07pm.Once again please extend our sincere apologies to our customer regarding this unfortunateincident. Sincerely,*** ***DHL Office of the President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I received the attached response from the shipper It indicates that they did not file a claim
Regards,
*** ***

***,As answer to complaint, I submit copy of service order that customer refused to pay and a letter sent to Ms*** where we made a very generous offer I will extend that offer through 1/31/as a courtesy Obviously the customer/s did understand just what the charges were, and
agreed to them before we sent a mechanic to their home

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The reason given by DHL Express is disingenuous at bestI in fact did create a user account (user name ***) and intially attempted to use this account to enter the shipping data, but DHL's system would not let me continue after I entered the destination countryI even called DHL Express Customer Service (at 1-***-***-***) twice and on both occassions was told that I would not be able to enter the information as the destination country was considered a 'high fraud' countryI even tried to explain that the package was going to my mother (who has traveled there), who I was certain wasn't trying to defraud me (obviously), but I was told there was no choiceDHL Express directed me to the *** in *** ** as their Authorized Shipping CenterThis is the ONLY option I was provided
So to summarize:
I did register and attempt to use my own personal account to ship the package, but DHL Express would not let me;
DHL Express sent me to their Authorized Shipping Center as the ONLY option available to me;
As a result, the package was shipped from the Authorized Shipping Center;
So to say that the reason DHL Express cannot work with me is that I used the ONLY option they provided me when they specifically denied me the ability to use the account I had created is (I repeat) disingenuous and cannot be construed by any reasonable person as "in good faith"
Additionally, as stated in the initial complaint description, the staff at their Authorized Shipping Center explained only that Package Value Protection was for damage to the contents of my package in transit; the idea of DHL Express shipping staff absconding with the entire package was not described as part of the insurance!
I have attempted to deal with DHL Express in good faith, but it seems that DHL Express is attempting every trick in the book to wiggle out of the fact that they did not provide the service they were paid to (ship my package to the destination), are either incompetent enough to be literally losing packages in shipment (or have dishonest staff that are helping with that), do not take responsibility when their Authorized Shipment Centers provide incomplete or incorrect information, or when their "customer service" staff clearly use promises (please see original complaint) regarding their efforts at researching or following up with an issue on the DHL Express side, and simply want to get away with mediocre service and shoddy behaviorThis isn't just immoral, it's bad business
It seems nowadays, the only way to get large companies to take the customer seriously is to put their bad behavior on social media and let the world see what they are doingIt's a shame that companies will not take responsibility when they mess upI expect better from DHL Express, and I am not resting until you do the right thing: You accepted a package for shipping, you lost the package, you need to re-imburse me for the value of the items you lostIt's that simple
Regards,
*** ***

DHL appreciates being given the opportunity to research and address our customer's concernsPlease advise our customer that further details are needed in order to provide resolutionThe details needed may include but are not limited to: DHL tracking
number Upon receipt of more information, DHL can proceed accordingly with this complaintOnce again please extend our sincere apologies to our customer regarding this unfortunate incidentShould you have any questions or comments, do not hesitate to contact meSincerely,*** *** DHL Office of the President

DHL appreciates being given the opportunity to research and address our customer's concernsWe sincerely apologize for the delivery service issues our customer recently incurred with DHLWe have researched our customer’s concern and please know that DHL has conducted
a follow up investigation. After extensive searches of our Service Centers, including warehouses, docks, vehicles and lost and found facilities, we have not been able to locate our customer’s shipment Unfortunately, the shipment has been declared lost. We urge our customer to contact the shipper to file a loss claim with DHL Mexico for the shipment Once again please extend our sincere apologies to our customer regarding this unfortunate incidentSincerely,*** ***DHL Office of the President

May 13, 2015 RevDex.com North 12th Street Phoenix, AZ 85014 RE: Case Number - *** * *** * ***DHL appreciates being given the opportunity to research and address our customer'sconcernsWe sincerely apologize for the delivery service issues
our customer recently incurred with DHL Under DHL's claim policy, the rights and responsibility for cargo claims belong to one oftwo parties: the shipper, or, in certain cases, the biparty or DHL account holderNormally it is up to this partyto file any claim with their local DHL office. With this in mind, we must respectfully direct our customer to either the shipper or theparty from whom you made shipping arrangements for any compensation you may bedue. If, after you contact them, theparty who owns the claim rights wishes to transfer the claim to our customer,please have that party sign a document on letterhead or provide otherdocumentation of their request and forward it to our claims departmentPleaseensure it includes their contact information. If the release is received we will then reopen the claim for further evaluation,subject always to the Terms and Conditions of Carriage as noted on the back ofour air waybill. Without this release from the owner of the claim rights, we do have to deny the claim at this time.Once again please extend our sincere apologies to our customer regarding this unfortunate incident Sincerely, Mark L***DHL Office ofthe 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 ***
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
Once again DHL would like to apologize for the service issues involved
Sincerely,
*** ***
DHL Office of the President

February 23, 2017   Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014   RE: Complaint ID # [redacted] – Mr. [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.   We have confirmed delivery was completed February 21, 2017. The shipper in Hong Kong has already begun an inquiry for a refund of the charges. Our customer will need to reach out to their shipper regarding the issue and any refund or replacement would come from the shipper.   Once again please extend our sincere apologies to our customer regarding this unfortunate incident.       Sincerely,   Ken B[redacted] DHL Office of the President

June 7, 2017   Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014   RE: Complaint ID # 12163349 – Sophia D   DHL appreciates being given the opportunity to research and address our customer's concerns.   DHL tracking number[redacted]   Thank you for your recent request for a service refund of the above referenced shipment. DHL conducts business in accordance with its standard Service Guarantee.  These conditions can be found at our website, www.dhl-usa. com. Per section J.6 of our Service Guarantee states that the guarantee does not apply to late delivery due to causes beyond DHL's control. customs delays, (ii) customs inspections (including non DHL broker delays). Our records show that the shipment was delivered late due to a delay in Customs. Based on the foregoing, your request for a refund has been declined.   Once again please extend our sincere apologies to our customer regarding this unfortunate incident.   Sincerely,   Mark L[redacted] DHL Office of the President

My waybill number is [redacted]My concern is that DHL has demonstrated zero regard for protecting my personal identifying information.  How many people have unwittingly sent DHL their SSN through unencrytped email?  Everyone single one is a gross mishandling of sensitive information.  How was my information provided to the US Customs office?  Was it also sent through unencrypted email?

August 10, 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]   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 Shipper, [redacted] GROUP, for any refund or replacement. This goes in accordance with our Terms and Conditions in which the shipper is agreeing to upon completing the waybill for the shipment.   We are showing that [redacted] GROUP paid DHL directly with their account number. Therefore, the customer, [redacted], paid the shipper directly.   Once again please extend our sincere apologies to our customer regarding this unfortunate incident.   Sincerely,   Daniela D. M[redacted] DHL Office of the President