DHL Express

Review: On 5/16, I entrust [redacted] (Guangzhou) Co., Ltd to ship 4 cases of pens and false eyelashes from Guangzhou, China to Clackamas OR, USA. [redacted] sent products to [redacted] in Hong Kong and entrust them to contact DHL for pickup and delivery. The Waybill Number is [redacted]. When the packages arrived to Los Angeles, I received a voicemail on 5/21 that DHL required further documentation. I called back, the import customer service specialist, [redacted] answered the phone, and she said she needs additional documents in order to clear customs. She emailed me the list of documents needed immediately after we got off the phone. On 5/22, [redacted] from DHL followed up and emailed me additional information, according to her email, I needed to email them back all the required documents by the end of business day 5/27. On 5/23, I received another email from [redacted], he said they will - “continue to monitor my reply and set a callback for 5/27 by 5pm my time [PST]”. The deadline is still 5/27. On 5/26, I emailed [redacted] and cc’d both [redacted] and [redacted] all the required documents (I am able to provide emails if necessary). On 5/27 5PM, I received a phone message from [redacted] that they did not receive my documents and the packages will be returned. Because it was after business hours when I heard this message, the Return Department was already closed. Therefore, I spoke with DHL’s customer service and they would not put a red flag on the package to stop it from returning. They said if it’s DHL’s fault then they will ship us back the packages for free. On 5/28, I called [redacted] multiple times and she did not pick up the phone. I left her several messages and received no reply. I emailed her and asked her what happened; she finally acknowledged that she did indeed receive the documents on Monday 5/26. However, the agents have processed those packages for return and “There’s nothing further that can be done.” I called [redacted] immediately; she said she would help me file a complaint, so once [redacted] receives the packages, they can send them back to us. I contacted my shipper immediately, and they notified me the Return Waybill Number is [redacted]. However, when [redacted] tried to file a claim for re-shipping the packages, DHL Hong Kong said they couldn’t re-ship the products because they did not see such a complaint from DHL USA.

1) The import customer specialist was untruthful that they did not receive my documents.

2) The import customer specialist failed to uphold her promise that she would help me file a complaint and that the shipper could send the packages back to us.

3) They will not send my packages back for free and have charged my Hong Kong shipper 9623.36 Hong Kong Dollar, equivalent to 1336.57 US Dollar for the return fee.

I request you please review my case and have DHL USA communicate with DHL Hong Kong to send my products back.

Thank you

[redacted]Desired Settlement: DHL ship back my 4 packages free of charge to Clackamas OR, USA.

Business

Response:

DHL appreciates being given the opportunity to research and address our customer's concerns. We sincerely apologize for the service issues involved with this shipment (#[redacted]).

The shipper holds the claim rights for this shipment and DHL Hong Kong has been contacted to review this case with the shipper in order to research if a goodwill gesture can be offered to return the shipment free of charge.

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. We urge our customer to contact the shipper directly for further information regarding this matter.

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,

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.

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,

Business

Response:

DHL appreciates being given the opportunity to research and address our customer's concerns. We sincerely apologize for the service issues involved with this shipment (#[redacted]).

The shipper has been notified of this matter and holds the claim rights for this shipment.

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. We urge our customer to contact the shipper directly for further information regarding this matter.

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,

DHL Office of the President

Review: DHL is calling me to say they have a package for me from [redacted]. I am expecting a package from [redacted]. They are saying they cannot process this package until I give them my social security number. They are saying this is a customs requirement. I called Customs and they say this is NOT their policy. I have not given my social security number to them and am afraid to do so because I am concerned about identity theft.Desired Settlement: I would like DHL to ship my package to me without my having to disclose my social security number.

Business

Response:

July 19, 2013 Revdex.com [redacted]RE: Complaint ID [redacted] – [redacted]DHL appreciates being giventhe opportunity to research and address our customer's concerns. Please advise our customer thatfurther details are needed in order to provide resolution. The details neededmay include but are not limited to: DHL trackingnumber Upon receipt of moreinformation, DHL can proceed accordingly with this complaint Once again please extend oursincere apologies to our customer regarding this unfortunate incident. Shouldyou have any questions or comments, do not hesitate to contact me. Sincerely,[redacted]DHL Office of the President

Review: I am being harassed by DHL. I shipped a gift to my sister in Switzerland for the holidays. The local DHL facility did not require that I open an account before shipping. The gift was successfully delivered to my sister but about a week later she received a hefty invoice for customs/ duties charges and was treated harshly by DHL. She called me very upset. I told her I would contact DHL AND TAKE CARE OF THE FEES. I have called, DHL, they stated that I could not be responsible for the customs fees and that my poor sister needed to pay them. I keep saying it is not her responsibility but mine. They just won't let me pay the fees and keep harassing me and my sister and sending me emails. Why do you deliver the gift before notifying us of the duties and custom fees? DHL IS EVEN REFUSING TO LET ME PAY OVER THE PHONE. According to the rep that keeps emailing me, I am obligated now to create an account for them to be able to send me a bill. I have her my address, phone number, asked to let me pay over the phone or send me a bill in the mail but they are now forcing me to create an account. Why did not u do that in the first place. I am so fed up with your process. DHL MUST DO BETTER THAN THIS. Stop harassing me DHL ExpressDesired Settlement: DHL Express Tracking#[redacted] Let me pay or Stop harassing me. I did not have to create a DHL ACCOUNT TO SHIP WHY DO I HAVE TO GO THROUGH THIS NOW?

Business

Response:

RE: Complaint ID#: [redacted] – [redacted]DHL appreciates being given the opportunity to research and address our customer's concerns. We value the feedback and have brought this to the attention of our Billing 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 Clearing & Collection office has been in contact with our customer and is making payment arrangements to settle the duty and taxes. It is my understanding that our customer has agreed to make the payment by bank transfer.Please extend our sincere apologies to our customer for the inconvenience with the service issues involvedSincerely,[redacted]DHL Office of the President

Review: Twice within the last month this courier has claimed to deliver a package and falsely signed the receipt of package when no authorized recipient did.

Twice within the last month I was supposed to receive a package from this courier for a product ordered from online merchant [redacted]. The tracking numbers in both cases are: [redacted] for a shipment SUPPOSEDLY delivered on Dec. 16th and [redacted] SUPPOSEDLY delivered yesterday. In the case of the both packages, I was home at the correct apartment during the delivery window, and the driver NEVER made an attempt to reach my apartment. In the first case, package was supposedly signed for by my leasing office, with no specific name listed, and I have verified with the manager of the apt. complex that they do NOT sign for packages they receive. I never authorized DHL to leave my package with my leasing office and never gave consent, either with signature, email, or telephone to allow this. This package was signature required, and the deliverer never actually received an authorized signature or waiver of signature receipt. In the second instance, not only did the delivery person SUPPOSEDLY deliver the package to the leasing office, again without my waiver of signature, and again, without acutally obtaining a signature, he also delivered it to the wrong leasing office. I reside in NORTHSIDE, not PARKSIDE. Also, I already did check with the parkside complex, and they also will not sign for packages. This is twice within one month that this courier service has failed to deliver a package, and then forged a signature of receipt when that isn't possible given the policies of the leasing office(s). I can provide signed forms from these businesses to confirm this assertation. I did contact this company after the first package was lost, and all they did was claim, again, that the package was in fact received and signed for when that is impossible given the business practices of my apt. complex and that they never received waiver of signature requirement from me. They have lost my goos twice and have not shown any accountability on their part.Desired Settlement: I want the delivery person in question reprimanded and/or sanctioned, refund given to the online merchant, and adhere to their advertised practices of obtaining a VALID signature for each future delivery to me and obtaining it from me personally unless I GIVE CONSENT NOT TO.

Review: On October 11, 2013 I sent off a package to [redacted] in the Bahamas to my famliy as they were staying there that week. Federal Express was only able to deliver the package on the 18th. My family was leaving on the 18th I chose DHl since DHL they said that they could deliver the package to the Reefs on the 15th. I called the hotel on the 15th, 16th and 17th inquiring about the package. When they still had not received the package on the 17th I called the Intown Buisness Center in Atlanta (the buisness that shipped my package via DHL)and asked that they have the package returned since it was obviously not arriving on the contracted date. The following day, the 18th, DHL delivered the package to the hotel at 5:18 PM. My family was already back in America by that time. Needless to say at this point I have a $50 gift somewhere in the Bahamas and I've spend $150 to send it to a specif recipicant at a time which did not happen.Desired Settlement: I want to be refunded for the $150 that I paid for shipping and I want the package shipped back to me. I chose this service over another because they siad that they could execute shipping to a hotel in the Bahamas by a certain date. They failed to do that. They did not olny fail to execute the service that I have paid them for, but they have my property also. I want it back.

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. We have researched our customer’s concern and we were able to obtain permission from Bahamas Customs Department to return the goods. The shipment was returned Free of Charge to the customer on November 18th, 2013 under new Tracking Airway Bill #[redacted]. Considering the circumstances surrounding this shipment DHL would be willing to offer a one-time goodwill gesture of $150.00 USD to cover the cost of the original shipping. Please let us know if the customer agrees to this final settlement. If they agree, please have them provide full name and address to send the check to. 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 me at your convenience. Sincerely, [redacted]DHL Office of the President

Consumer

Response:

DHL has asked me for some personal information to resolve my complaint with a refund via a check. Am I supposed to give this information to you or directly to DHL?

Review: My problem began on June 15, 2015 concerning a shipment from China, via DHL Express (China & US), with the TRACKING # OF [redacted], THAT WAS DAMAGED BY DHL EXPRESS DURING TRANSIT TO MY RESIDENCE. THE PROBLEM BEGAN WITH NON-DELIVERY OF A CAMERA THAT WAS ORDERED & SCHEDULED TO BE DELIVERED ON 6/15/15. DRIVER LIED AND NOTED HE ATTEMPTED TO DELIVER PKG BUT NO ONE WAS AT HOME. I CONTACTED THE MAIN OFFICE VIA EMAIL ON 6/15/15, INFORMED THEM OF THE LIE & DEMANDED MY SHIPMENT BE DELIVERED ON 6/1715 EARLY AM. THE PKG WAS DELIVERED BUT DAMAGED. I IMMEDIATELY CONTACTED THE EXECUTIVE OFFICES OF DHL ONCE AGAIN REGARDING THE DAMAGED PKG. THE MATTER WAS RESEARCHED, THE COMPANY DID FIND OUT THE COURIER HAD LIED ABOUT THE ATTEMPTED DELIVERY, CONTACTED ME ON WHAT TO DO ABOUT DAMAGED CAMERA. INFORMED THEM I WANTED DHL TO RETURN IT AND I WOULD REQUEST REFUND FROM COMPANY BECAUSE THEY WERE GETTING THE CAMERA BACK. THAT WAS DONE. DHL ADMITTED THE DAMAGE WAS THEIR FAULT, PICKED UP THE DAMAGED PKG ON 6/19/15 AND RETURNED IT TO THE SHIPPER'S RENO NEVADA SHIPPING SITE FOR FURTHER HANDLING. OK, ON JUNE 16 I GET A CALL FROM DHL EXPRESS FROM A GENTLEMAN AT PHONE #[redacted] ON MY CELL PHONE AT 12:45 PM RE THE DAMAGE COMPLAINT THAT WAS FILED. THE GENTLEMAN DID NOT LEAVE A MESSAGE. ON 6/23/15, THE SELLER HAD REFUNDED MY PAYPAL ACCT FOR THE RETURN OF THE CAMERA. THE SHIPPER HAD THE CAMERA BACK AND I HAD MY MONEY BACK. NOW ON 6/24/15 I GET ANOTHER PHONE CALL FROM DHL EXPRESS, YOUNG WOMAN LEFT VOICE MAIL AT 11:10 AM. SHE CALLED FROM [redacted] AND ASK THAT I CONTACT THEM BACK REGARDING THE DAMAGE COMPLAINT BECAUSE THEY WANTED PHOTOS OF THE DAMAGE. SHE TOLD ME TO CALL [redacted]. I CALLED BACK AND SPOKE WITH A GENTLEMAN THAT DAY. I DID NOT TAKE DOWN HIS NAME BECAUSE DID NOT SEE THE POINT SINCE HE WAS PLACING EVERYTHING I TOLD HIM IN THE SYSTEM. I COULD HEAR HIM TYPING. HE TOLD ME THEY WANTED TO GET INFORMATION REGARDING THE CLAIM AND CONTACT THE SHIPPER. HE SAID "WE ARE GOING TO SETTLE THINGS WITH THE SHIPPER AND MAKE SURE EVERYTHING IS TAKEN CARE OF". AT THAT POINT WE DISCUSSED THE DAMAGED CAMERA. I ASKED HIM ABOUT A REPLACEMENT AND HE SAID OF COURSE, WE WILL CERTAINLY DISCUSS THAT WITH THE SHIPPER WHEN WE CONTACT THEM AND WE WANT YOU TO BE SATISFIED TOO. THIS IS WHAT I WAS TOLD. DHL TOLD ME THEY WOULD GET A REPLACEMENT CAMERA TO ME WHEN THEY CONTACT THE SHIPPER AND I BELIEVED THEIR LIES!!!! ON 6/29/15 I WAS CONTACTED BY THE SAME GENTLEMAN WHO CALLED ON 6/16/15. HE CALLED AT 10:56 AM FROM [redacted]. I CALLED HIM BACK, DISCUSSED THE DAMAGE OF THE CAMERA AND HE REQUESTED I SEND PHOTOS OF THE DAMAGE THAT I HAD VIA EMAIL TO [redacted]. AND I DID SO ON THE SAME DATE, 6/29/15 AT 1:04 PM. AFTER I SENT THE PHOTOS, I GET ANOTHER PHONE CALL FROM DHL EXPRESS AND THIS TIME FROM A CAROLINA [redacted] AT 12:14 PM FROM PHONE #[redacted]. SHE LEFT A MESSAGE FOR ME TO CALL HER BACK ON [redacted]. I CALLED HER BACK AND AGAIN SPOKE WITH A GUY WHO IF I AM NOT MISTAKEN TOLD ME HIS NAME WAS JORGE. WE DISCUSSED THE DAMAGE REPORT WITH ME, REQUESTED I SEND PHOTOS ONCE AGAIN OF THE DAMAGE BUT THIS TIME TO MS. [redacted] AT HER EMAIL ADDRESS OF [redacted]. DURING THE PHONE CALL I ONCE AGAIN INQUIRED ABOUT THE REPLACEMENT CAMERA AND WAS ONCE AGAIN TOLD DHL WOULD TAKE CARE OF IT. HE VERIFIED THE EMAIL ADDRESS WITH ME AND THEN WE HUNG UP. I IMMEDIATELY SENT THE PHOTOS TO MS. [redacted] AT 1:09 PM. NOW THIS IS JULY AND I STILL HAVE NOT RECEIVED THE REPLACEMENT CAMERA I WAS TOLD WOULD BE HANDLED BY DHL AND THE SHIPPER. I CONTACTED DHL ONCE AGAIN ON 7/22/15 ABOUT THE CAMERA AND SPOKE TO A GENTLEMAN WHO CLAIMED HE WAS A SUPERVISOR AFTER SPEAKING WITH A YOUNG LADY. HE TOLD ME IT REALLY WAS NOT DHL'S POLICY TO CONTACT SHIPPERS ABOUT REPLACEMENTS AFTER THEY SEND MONIES TO THE SHIPPERS BUT HE WOULD MAKE AN EXCEPTION AND THEN CALL ME BACK THIS WEEK REGARDING THE STATUS. NOW THE SHIPPER HAS THE CAMERA AND YOU SENT THEM MONEY!!!! I CALLED DHL EXPRESS TODAY, 7/29/15 AND SPEAK WITH A LIAR BY THE NAME OF ANNA WHO CLAIMED TO BE A SUPERVISOR AND WAS TOLD THERE IS NOTHING IN THEY SYSTEM AT ALL ABOUT ANY OF MY CONVERSATIONS WITH DHL EXCEPT NOTES ABOUT YOUR OFFICE CALLING ME. THERE IS NOTHING IN THE SYSTEM ABOUT ME CALLING YOUR OFFICES AT ALL AND NO DISCUSSION ABOUT DHL CONTACTING THE SHIPPER ABOUT A REPLACEMENT CAMERA. TOTAL LIE!!!!!! IF I HAD NOT CALL BACK I WOULD NOT HAVE RECEIVED ANY INFORMATION ABOUT PHOTOS TO BE SENT TO MS. [redacted], CONTACTING DHL ABOUT A REPLACEMENT CAMERA NOR PROVIDING INFORMATION FOR DHL TO CONTACT THE SHIPPER ABOUT THE DAMAGE!!!!Desired Settlement: I WANT THAT LYING DHL EXPRESS TO CONTACT THAT SHIPPER THAT HAS THE CAMERA AND THE MONEY SINCE THEY DECIDED TO PAY THEM, HAVE THEM SEND THAT REPLACEMENT CAMERA AS THEY TOLD ME THEY WOULD DO, AND PROVIDE ME WITH TRACKING INFORMATION AS SOON AS THE PACKAGE IS IN ROUTE. I AM NOT LETTING THEM GET AWAY WITH THIS!!!! THEY SHOULD HAVE RECORDINGS OF EACH CONVERSATION AND DO NOT ERASE THEM NOR LIE AND SAY YOU DO NOT KEEP THEM!!! I WANT THAT REPLACEMENT CAMERA AND I WILL CONTINUE COMPLAINING UNTIL IT IS RECEIVED.

Business

Response:

August 03, 2015Revdex.com [redacted]RE: Complaint ID [redacted] – [redacted]DHL appreciates being given the opportunity to research and address our customer's concerns. We sincerely apologize for the service issues involved with this shipment #[redacted]. The damage claim on this shipment was completed by the shipper in China, and a resolution for the claim was provided to the shipper. Please have our customer contact their shipper to request a refund or replacement shipment as DHL has already completed a claim regarding this shipment.I can assure you that we have reviewed this matter internally to prevent these types of situations in the future. We always seek areas of opportunity to improve our customer experience and appreciate this being brought to our attention.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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I CONTACTED THE SHIPPER (LIGHT IN THE BOX) WHO INFORMED ME DHL PAID THEM FOR THE DAMAGE BUT DID NOT MENTION ANYTHING TO THEM ABOUT A REPLACEMENT CAMERA. WHEN I CONTACTED DHL EXPRESS I WAS TOLD I WOULD RECEIVE A REPLACEMENT CAMERA. I AM TRYING TO FIGURE OUT HOW THEY WOULD SEND MONEY TO THE COMPANY AND IT WAS MY PRODUCT THEY DAMAGED! THE COMPANY NOW HAS THE MONEY AND THE CAMERA!!DHL EXPRESS PROMISED ME A REPLACEMENT CAMERA AND THAT IS WHAT I WANT A REPLACEMENT CAMERA. I HAD TO TAKE THE INITIATIVE TO GET MY MONEY BACK FROM LIGHT IN THE BOX BUT I AM STILL WITHOUT MY CAMERA BECAUSE DHL EXPRESS DAMAGED IT. IF YOU DAMAGE SOMETHING THAT BELONGS TO A CUSTOMER TO SETTLE WITH THE CUSTOMER AND THAT WAS NOT DONE. I WAS TOLD BY DHL THAT WOULD BE DONE BUT THEY HAVE YET TO DO IT AND CONSTANTLY HAVE TOLD ME ONE LIE AFTER ANOTHER. I WANT DHL EXPRESS TO TAKE OWNERSHIP OF WHAT THEY DID TO MY PRODUCT, REPLACE IT AS THEY STATED THEY WOULD BECAUSE I AM NOT GOING AWAY.

Regards,

Review: Recently shipped a box to the Netherlands, though DHL ,talk to chase sales rep. was quoted price of 205.00to ship box to the nertherlands, recivied bill for 605.00 there are in shiping business, this is all there due,paid bill of 205.00 which was quoted, feb. 12. now they want other 400.00 for there crapy service.Desired Settlement: balance not due.

Business

Response:

DHL appreciates being given the opportunity to research and address our customer's concerns. Please note that DHL provides rate quotes based on the information that is provided to the customer service representative or entered on our website. There may be additional charges based on the dimensions of the box, not on actual weight, because the amount of space the container occupies on the plane could be filled with heavier shipments. The shipment is invoiced at whichever weight is the greatest.Our records show that the actual weight was 25lbs which would have been billed at around $205.00. However the dimensional weight was greater than the actual weight and therefore the rate that was charged is for 105lbs at around $400. 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

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.Good day, it seems like you should be talking to your own people about how to charge rates, why would anyone not on drugs pay 605.00 to ship a 495.00 item, if your people have a clue how to charge people, I would have NOT USED YOUR SERVICE, I was told by your people 3 times 205.00 to ship, you don't get it, your people QUOTED this price, not me, your people the people that you pay, you do not want to except the fact that your people screwed up on price, lets face it DHL does not know how to use it's own systems, I already knew I didn't, your passing the buck, you failed at doing your job, am sure the from letter you sent me, has gone out to many people, also if my credit turns out to be a issue here, ill pay bill, and will go to small claims court, then you can send your suits over to Michigan for a few days, lets face it, your not very good at what you do, it's time to do the right thing, pass the buck to the little guy, and move on,

Regards,[redacted]

Business

Response:

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

Review: On Aug, 12, 2014, we transported three boxes of cellphone cases from [redacted], China to [redacted], MI.

We have received those boxes on Aug, 15th, 2014, but all three boxes were watered, and all the cellphone cases were damaged. We tried to issue a claim right after the day we received those watered boxes to DHL, but DHL shifted responsibilities between their USA and Hong Kong branch. We also tried to issue a complaint on DHL Compliments and Complaints webpage, however we have never heard from DHL so far.Desired Settlement: We believe DHL should compensate our lost, including shipping cost and our product damages.

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. 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. Our records indicate that the damage claim for shipment number [redacted] was completed and a settlement was paid to the shipper in compliance with our terms and conditions. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely,[redacted]DHL Office of the President

Review: This is the third time when DHL charges me incorrect amount for duty charges in one year.

I purchased the bag from French online shop [redacted] and it was delivered from France to Baltimore, MD by DHL. On 12/8/2014 I got the bill from DHL for duty charges (invoice #[redacted]).

The rate and the amount were wrong (20% instead of 9%, which totaled $380.27). I called DHL immediately and their representative told me that I can file a dispute, which I did (case #[redacted]). She also told me that it was a wrong code and DHL will charge me $75 if I want to change the code (!!!) because maybe the the shop that I bought from submitted incorrect code or they didn't submit code and "custom assigned code themselves". Actually DHL agent is supposed to do this and they did another mistake.

I'm not going to pay $75 for another DHL billing mistake. The shop DID NOT submit incorrect code, in fact they don't submit any codes for delivery of consumer goods to individual customers, that's the way they shipped many packages to me. They use DHL that is supposed to do custom clearance and I as a customer paid delivery charges that include it. Why DHL asks me for correct codes etc, why I as a customer need to know it for them and why do I need to pay additional $75 for their mistakes? The most unprofessional practice ever.Desired Settlement: I need to have the billing mistake corrected (from 20% to 9%) before 30-day billing dispute deadline and have corrected bill sent me by mail and also get email confirmation for that. It should be done free of charge (correcting their mistake shouldn't cost me $75).

I would like to get an apology for another DHL mistake (third case of incorrect billing in one year).

Business

Response:

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. After further research, the DHL Waybill number [redacted] (invoice #[redacted]), a dispute was submitted to US Customs to revise the HTS code used to clear the shipment. The revision resulted in a reduction of duty charges. Invoice [redacted] has been cleared with an internal DHL credit. The revised charges have been billed on invoice [redacted] with a revised duty charge of $167.76.The correction was completed free of charge without the processing fee of $75.00. Once again DHL would like to apologize for the service issues involved. Sincerely,[redacted]DHL Office ofthe President

Review: DHL acct # [redacted], this account is for [redacted] in the area of Denver, CO. We are [redacted], Inc. in Pueblo, CO. We have never used DHL, we do highway construction and do not use shipping companies as we do not have a need. We received an invoice from DHL in the mail that had [redacted] crossed out and our name and address was hand written. Now we are receiving invoices regular for foreign shipments of computer parts and our company name and address are on the invoices permanently now along with the name of the correct contact at [redacted]. I have spoke with DHL about 10 times and they have made it perfectly clear that in there opinion this is our invoice and we are there customer. I have explained over and over that we are not there customer there has been an internal error and if they would check further they would find out that none of our information will match there records. They said I would have to close the account even though it is not mine so they faxed me the forms to do so. The affidavit that they had me fill out says that I swear I have the authority to close this account and that I am an officer or authorized person for the company. I explained that I felt uncomfortable doing that because I am not there customer and this is going to cause problems for there real customer. They told me to fill it out anyway and they would close the account. I did fill out this paperwork and include a detailed letter explaining again that we are not there customer and I again gave them the information for the real customer. The account is not closed and we are still receiving invoices from DHL. I cant understand why they will not resolve. We have never done business with DHL and never will. We do not ship anything and do not have a need. If they would research further they could easily find out with our information that we are not a customer. But they refuse to help they just keep saying that our name and address have been put in there system so apparently we owe for these invoices. They do not have any personal information of ours that I assume would have been needed to open this account originally, but they keep insisting that they cant do anything because our name and address somehow ended up in there system.Desired Settlement: I would like them to correct there error immediately.

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 invoices being sent to them incorrectly. DHL understands the frustration this has caused our customer. We have addressed this issue with our billing management team to ensure this does not happen again in the future. Once again please extend our sincere apologies to our customer regarding this unfortunate error. Should you have any questions or comments, do not hesitate to contact me. Sincerely, [redacted]DHL Office of the President

Review: DHL failed to deliver package to my business. They mistakenly delivered to another business and was not able to recover package. Now they are unwilling to compensate for their mistake.Desired Settlement: To be compensated for the value of undelivered goods

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. Sincerely,[redacted]DHL Office of the President

Review: The driver never attempted to deliver my package and falsified information about doing so, that is just the start of my troubles for today with dhl. I attempted to call DHL at approximately 2 p.m. As soon as the posting showed online that the driver attempted to deliver my package. I was told by the representative that they would contact the driver and attempt to deliver the package. That was the first of EIGHT PHONE CALLS MAKE EVERY HOUR that I made to Dhl with only one return phone (i was told on 3 different occasions by supervisors that I would get a call back and never did) made at 6 p.m. by a supervisor who said that they would again attempt to deliver my package. at approximately 7:30p.m. The supervisor for the [redacted] office named [redacted] called me and alerted me that he could not deliver my package and that it would be attempted to deliver the next day which is unreasonable and unacceptable. I NEEDED THE PACKAGE TODAY, WHICH IS WHY I PAID FOR EXPRESS DELIVERY!!!!! The driver never once came to my door to attempt to deliver the package - I literally looked outside my window all day and watch every single car and truck that drove by not once did I see a DHL truck , not once did I see anybody drive slowly like they were looking for an address to deliver a package! there was no call tag left because nobody came to deliver my package and the driver lied about doing so. I am beyond upset about this situation not only is it the falsification of information but it is the inability to deliver a package that I paid to have delivered today! I paid for express global shipping (which is not cheap), I STAYED HOE FROM WORK AND MISSED A WHOLE DAYS WORTH OF PAY IN ORDER TO RECEIVE THIS PACKAGE AND I HAVE NOTHING TO SHOW BUT A HEADACHE!! I have many packages delivered from [redacted] and [redacted] almost every single day and never had a problem like this at all. This goes to show bad company business, it goes to show that DHL does not care about their customers, and also goes to show that DHL as a company employes dishonest people , and tries to make a sucker out of their customers - this is something that I will not stand for and is something that I will not accept at all.Desired Settlement: I want to be refunded the cost of the shipment. I was told by the supervisor [redacted] that the only person who could be refunded is the shipper and that is not acceptable. I am the one who had to go through all the hassle of this lie, I am the one who missed a whole days worth of pay to receive this package. If you can only refund the seller than I want a gift card n the amount of the shipment and the amount of a days pay in order to use towards a future shipment for my loss.

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. Should you have any questions or comments, do not hesitate to contact me.

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.

the tracking number is [redacted]. I have received the package as of 11/29/14 at 3pm. The night before the night shift manager asured me that if he could not get it to me that day 11/28 I would get it the next day by 12pm which did not happen. When I called the next day after 12pm he told the asking manager "I must have been mistaken" and that the package would not get to me by then. So this is the icing on the ccake with the lies from your company. To top everything off that happened the day before, he had a very insulting attitude and assured me that his driver(just by his drivers word) did in fact come when I know that he did nothing of the sort. Thank you for insulting me one last time. What is your resolution to this ongoing issue with dishonesty and failure to deliver on time now twice.....

Regards,

Business

Response:

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

On behalf of DHL Express, please extend our sincere apologies for any inconvenience. 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.

Sincerely,

DHL Office of the President

Review: My father in-law shipped me my iPad from [redacted] Egypt to here in [redacted] Ohio, when I received the iPad it was bent and shattered form being wrapped so tight in DHL yellow packing tape. I advised DHL of this and told them I wanted 300 dollars for my iPad that was broke they said well we will only give you 27 for it, now in Egypt the service man at dhl told him oh write cheap price to not have to pay high tax on it when it comes to the states. This is not acceptable for a company to do this. I am very unhappy with their service and I don't feel that I should have to accept 27 dollars for an iPad that cost more than that since it is non repairable. I have picture which I sent to them , both the inner and out screens are broke and frame is bent and parts are falling out. I want them to make right what has happened.Desired Settlement: I am only asking for the compensation of 300 for something that retails at 600 I feel that that is fair. or replaced it altogether, either way it will not replace the thing in the ipad I lost that were of value and importance to me.

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. Should you have any questions or comments, do not hesitate to contact me.

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.Tracking number is [redacted]. All what Igot from them check amount of 27 dolar and they refused to replace my broken ipad or pay thr value of it.Thank youRegards,[redacted]

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:

· Proof of value or receipt for the damaged iPad 32GB.

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 paid extra for DHL Express for faster delivery option. I received a text from DHL on Sunday evening, September 6, 2015 notifying me that they would be delivering my package yesterday, September 7, 2015 (Labor Day) and to go to their website to schedule the delivery. I went to the website and confirmed the delivery date and also selected the check box to not require a signature. I also wrote a note with special instructions to leave the package on the doorstep. The package was not delivered on Monday, nor even attempted. I went in on Tuesday morning to check the delivery status and it showed that the package was on a truck for delivery today. I sat in the front room right by the front door waiting for the package to arrive. There was no knock nor doorbell or anything. About 3pm I went out to check on the mail only to find that they had left a sticker stating that they had attempted to deliver. Now they are saying they will attempt tomorrow. Tomorrow is the day I would have received the package anyway, without paying the extra charges. When I asked customer service she just explained that they couldn't help me and that I would have to get the shipper to refund the shipping charges.Desired Settlement: I paid $54.37 for expedited shipping. This obviously did not happen, so I would like a refund of this shipping amount paid.

Business

Response:

September 9, 2015 Better[redacted] Phoenix, AZ 85014[redacted] DHLappreciates being given the opportunity to research and address our customer'sconcerns. We sincerely apologize for the delivery service issues our customerincurred with DHL. We haveresearched our customer’s concerns regarding the automated notification, the deliveryattempt and the request for a refund of the shipping charges. The matter has been thoroughly reviewed forany areas of opportunity and appropriate action has been taken. Under the DHLTerms and Conditions of Carriage, the rights and responsibility for cargoclaims belong to one of two parties: the shipper or the Bill To accountholder. The shipping costs for this package were paid for by the shipper,and billed to the shipper’s account in Hong Kong. Our customer would need to contact theirshipper and request a refund of the shipping costs, as they hold the rights tothe shipment. Once againDHL would like to apologize for the service issues involved.Sincerely,

[redacted]DHL ExecutiveResponse and Customer Care

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.I understand the response, but it is a blatant shirking of responsibility. I waited by the door for the package but the driver never knocked or rang the bell. The note was left without any real attempt at delivery.

Regards,

Business

Response:

October 26,

2015RevDex.com 4428 North

12th Street Phoenix, AZ

85014

[redacted] DHL sincerely

apologizes for the delivery service issues our customer experienced. The matter

has been thoroughly reviewed based on the feedback provided by the customer and

appropriate action has been taken to prevent such occurrences in the future.With regard

to compensation, the DHL Terms and Conditions of Carriage govern all shipments

that travel through our network. Under

DHL policy, the rights and responsibility for cargo claims belong to one of two

parties: the shipper or the Bill To account holder. The shipping costs for this package were paid

to DHL by the shipper using the shipper’s account in Hong Kong. Our customer would need to contact their shipper

to request a refund of the shipping costs, as the shipper is the one who

contracted with DHL to carry the goods. Once again DHL

would like to apologize for the service issues involved.Sincerely,

[redacted]DHL Executive Response and

Customer Care

Review: I bought something from China and they sent me the wrong item. It was shipped from China through DHL. I returned the item on October 13, 2014. I paid $323.84 for shipping. The same box was returned to me on November 20, 2014 without any explanation as to why they could not complete the delivery to China. They sent me a letter in January 2015 stating that I owe them $36.10. I called to find out what the letter was about and they told me that it was something that I bought from China when it was the same box that they could not deliver to China. They wanted me to pay the $36.10 and open a case to get refunded. On March 10, 2015 I sent them a letter explaining the situation and I did not hear from them until now. I wouldn't mind paying the $36.10 but if you add $36.10 plus $323.84 the total is $360.90. I was wondering why they don't deduct the $36.10 and they send me the difference. I don't know why they have to open a new case when they can just deduct the $36.10 and send me the difference which is $287.74.Desired Settlement: I would like a refund in the amount of $287.74.

Consumer

Response:

[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

Business

Response:

October 05, 2015 Revdex.com 4428 North 12th Street Phoenix, AZ 85014RE: Case #[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. Unfortunately, DHL would not be able to credit or refund any freight charges as the shipment could not be delivered due to a bad address. The shipment did not have any contact information for the shipper which resulted in the parcel being returned. Once again please accept our sincerest apologies for any inconvenience this may cause. 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I used the same address and the same box that was picked up in China from DHL. I used the same company and address information to return it. I do not understand how that is the wrong address. The box was picked up and made the delivery. I am also upset that the box was held in China for a month without letting me know what was going on. I also want to know if I am still being charged $36.10.

Regards,

Business

Response:

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

Review: My complaint is in direct result of the unprofessional service provided by the [redacted], NY office. My packages was held by their carrier for several days without any attempt of delivery, I have called several times to be told my package will be delivered the next to not receive this package. I paid for delivery service for this package to be delivered to me no late thank December 23th, 2014. however I was told my pack would be delivered and still have not received my package.Desired Settlement: 42.00

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 the shipment was delivered on December 14 at 6:18pm.Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely,[redacted]DHL Office of the President

Review: My package was supposed to be delivered on Tuesday and they failed to communicate with me the status of my package after I called 4 times in one day and got 4 different responses! No one has returned my call after I have called another 2 times and I was promised a callback and I still haven't been contacted and I haven't received my package which I needed yesterday! My tracking number is [redacted] and I just want my package! This company has handled the situation very unprofessionally!! And I'm not happy and will never use this service carrier again!Desired Settlement: I just want my package and to be communicated and

A refund on my shipping

Business

Response:

DHL appreciates being given the opportunity to research and address our customer's concerns. Our records indicate that the shipment was delivered on December 18th at 7:15pm. There were some weather delays in the area causing the delivery to be delayed. This would not qualify for a service failure refund in this case. However, as a onetime goodwill gesture, DHL would be willing to offer a partial refund of the transportation costs. Please provide a copy of the shipping charges and confirm the mailing address. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Should you have any questions or comments, do not hesitate to contact me. Sincerely, [redacted]DHL Office of the President

Review: I was supposed to receive a package from DHL on Friday December 6th. And I waited for my package until 3pm. Once I checked my tracking online it said for me to call DHL. So when I did they said that the carrier said my address was incorrect. So I verified my address to the representive and it was the same address on file. At that point she told me that my package would be delivered again on Monday. I expressed to her that that was not going to work for me. I needed that package today because the person purchasing what I ordered overseas needed it before they left town on Saturday. She said there was nothing she could do. I asked to speak with her manager. I got on the phone with the supervisor and I explained, she put me on hold for a few minutes. She then told me that they would come back to redeliver. At this point I left my home, I drove back to my house as she told me that I needed to leave a signed note with the tracking number in order for him to leave it. I also gave her my direct line to call me and the door code so I could personally buzz up the guy. Around 8pm I come home to no package. I called DHL again to see if I can just pick it up, and they said no they are now closed. So the lady I talked to previously told me what I needed to hear to get me off the phone, and the unprofessionalism from this company has been horrifying. I was told that "this is holiday season and it's hard to deliver all the packages" I was so disturbed, I have never felt so put off by a company. No one seemed to care at all, all they could say was I'm sorry is there anything else I can do for you today? The building I live in is HUGE and it sits right on the corner. There is NO way he could miss it! So for him to say that I gave the wrong address is proposterous! I'm sure he had a huge work load and did not want to go through the process of buzzing the managers code which is printed on the outside door to bring my package up. Now I am out of money and time. Which both I cannot afford to lose or waste.

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like a refund of the money I was lost because of the negligence of DHL. In totald it was $365. If the carrier would have come to my home as he was supposed to, my client would have received the "goods" . Now I am out of the money and prolonged business with this individual because I did not deliver what was promised. All and all "bad business" I have done a lot to try and build my business. I should not have to suffer this loss because s

Business

Response:

December 14, 2013

Revdex.com

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

Our records indicate that the shipment #[redacted] was collected from the service center on December 11, 2013 at 4:21pm, signed for by [redacted]. The cause for delay was an incorrect address listed on the waybill. The address listed was [redacted]. However the correct address was [redacted]. After reviewing all the details, it has been determined that Ms. [redacted] would not be eligible refund due to the address error.

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.

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: DHL has not only opened an account under my name without ANY authorization or consent, but are now charging me a duty fee which was NOT authorized.DHL didn't even deliver the product, and there was no signature obtained.DHL services were NEVER agreed to. DHL has no authority to open accounts and request payment for services NEVER requested or agreed to. And now, DHL is attempting to send the unauthorized account to collections!

Product_Or_Service: Shoes

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

A better understanding of what's considered "fair" business practice would be appreciated. Having a complaint/fine levied against DHL for such poor practices would be appreciated. It would also be nice to have this illegal attempt to collect money via a collections company for an account that was never authorized would be helpful. This practice seems predatory to say the least, and certainly illegal.

Business

Response:

September 3, 2013

Revdex.com

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: The above company is collecting import/export duties from customers along with payment deferment for items ordered online from Europe. The items are not for resale but for private use, in this case the item was a swim suit ordered from [redacted].[redacted]. At time of purchase shipping was paid, and no mention of the above charges was made. If estimation of charges was mentioned and made, I, as the customer, would have chosen a different type of shipment that does not involve extra charges accrued with the delivery from DHL express.Desired Settlement: Company needs to change practice and if customer chooses its services, needs to make an immediate estimation of fees, including duty taxes, processing fees, bond fees, etc. Company, in this case DHL, to reimburse the amount of $ 59.98

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. 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 as requested by DHL am providing tracking and invoice #'s. Invoice # [redacted]Tracking #[redacted]I await for your response.

Regards,