DHL Express

Review: I have an unresolved case with DHL (I can provide the case number if needed).

You may contact the following DHL employee who was assigned to handle the above case:

Kennith D. G[redacted]

Dispute Analyst

Dispute Resolution Support

Deutsche Post DHL

Customer Finance Support Center [redacted]

Phone: [redacted]

Essentially, I paid DHL $36 to pay in full the "DHL Duties, Taxes and Fees for my delivery". I can provide my waybill and invoice number if needed. DHL then illegally sold the debt to a debt collection agency which has contacted me demanding payment. I am asking DHL to resolve this matter with the debt collection agency, since it was their illegal action that caused this issue. DHL has admitted that I paid the bill, but they are unwilling to resolve this issue with the debt collector. Moreover, Mr. Kennith G[redacted] has acted unprofessionally in handling my case by 1) not replying to my contacts in a timely manner and 2) not responding directly to my request that DHL resolve this issue with the debt collector . It is my belief that he and DHL are purposefully obfuscating in the hope that my complaint will go away. $36 is not a large sum of money but I feel that DHL has acted in bad faith by taking my money and then selling the debt. Either they or the collection agency owns my debt--the both cannot. I am asking for your help in resolving this issue.Desired Settlement: DHL contact the debt collector and have the collector cease their claim to the debt, OR DHL refunds my money so that I may pay the debt collector. One or the other is entitled to my debt, not both. The collection agency is[redacted]. Phone [redacted]

Thank you for your time and attention.

Business

Response:

March 17, 2016 Revdex.com 4428 North 12th Street Phoenix, AZ 85014 RE: Complaint ID [redacted] – [redacted] DHL appreciates being given the opportunity to research and address our customer's concerns. DHL Express has reviewed the matter and concludes that the payment of 36USD has been applied to Waybill [redacted] attached to invoice [redacted] which has been paid in full. This payment is not for the unpaid invoice [redacted] which is attached to Waybill [redacted]. The charge for this invoice is 36USD as well. Please understand that these charges are valid and still remain due. If our customer has any further questions regarding this case, please do not hesitate to contact our billing team for support. Once again DHL appreciates the opportunity to research and address our customer’s concerns. Sincerely, Jennifer B[redacted] DHL Office of the President

Review: I had a package delivered by DHL but not to my correct address as it written. Someone else I do not know had signed that for me, meanwhile, the signature is unreadable. I had contacted DHL customer service as soon as I noticed that the package was signed by someone else, probably one hour after it is shown delivered. I was home all the afternoon to wait for the delivery but that was all I got. At first, they told me they will send the driver back to trace the package and try to recover it. They told me that they will give me a phone back before 5pm next business day. However, I did not get any call that day, so I called the customer service around 330pm to see if the package has been recovered. Then they provided me with the extension of the agent that will help me specifically with this issue, they told me that she will call me back before 5pm with more details, also I could contact her freely to see what is going on. However, I did not get any call from the agent, so I called her around 5pm but she was offline. Then I simply transfer to one of her colleagues, that man told me the package is on its way being recovered, and is highly possible to be redelivered by 8pm that day. He asked me to stay at home or leave a note on door. In case not to lose the package, I chose to stay at home, while no one came. Since the agent asked me to leave a voice mail if I have received the package as scheduled, I chose to also leave a message to tell her that I still did not get my package back. While today she still did not call me back at noon, so I called her again to see if there is any further information. Again, she was always unable to pick up my phone and her colleague told me that she was busy helping others. Well, I just talked to that man and he told me that the station in Seattle still does not send them any further information. He told me that the specific agent will have more details about the case and she will call me back soon. Later today, I got a phone call from the agent, but she still told me they had no idea where the package went, and they were trying to recovery it, they need to wait the response from the local station. She told me that she will call back by tomorrow 5pm about the investigation result. However, on Thursday they told me they will present the result by Friday, on Friday they told me they will at least get some information about the package by the end of Monday, and now on Monday they told me nothing new on the tracing process and I still have to wait till Tuesday. It seems like fooling me around. So I asked her, what if I still do not get any response tomorrow? Guess what she said, waiting. Looks like that I need to keep waiting and they did nothing to get my package back. I believe the package would be easier to find on the first several days, and as time passed by, it is more likely that the package would not be traced back. I am so disappointed with the service that they provided, and how they promised me was not consistent with their action. The agent just told me it will be at most two business day to recover the package, but now it is already two business days and they still have none information about the package. I doubt that they already lost my package and was unable to recover it, but in order to not to take the responsibility, they just lied to me that they were still working on the process and they were trying. I did not see any sincerity or effort they had paid into searching my package. This issue already cost me a lot of time and energy. My daily schedule was also being interrupted. So I just decide to write this complaint to see if it will make DHL go through my issue more efficiently.Desired Settlement: All I want now is the recovery of the package and the redelivery to my correct address AS SOON AS POSSIBLE.

Also, I would like to get the final investigation result and I need to know the exact date that they will at least have some results or resolution, NOT keep delaying the notification date.

If the package was not able to recover, I need to know the specific details about what happened and what did they ACTUALLY do in the past days.

Business

Response:

RE: Complaint ID [redacted] – [redacted]DHL appreciates being given the opportunity to research and address our customer's concerns regarding shipment number [redacted]. We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL.Local DHL Management was provided all the details regarding the incorrect delivery and they have recovered the shipment from the incorrect location. The shipment was correctly delivered on April 28 at 5:57pm, signed for by *. [redacted].This experience was certainly not indicative of the high service standards our customers deserve and expect. 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 thank our customer for bringing this to our attention.Sincerely,[redacted]DHL Office of the President

Review: The box we received with our merchandise order had been crushed, the side totally hanging by a piece of tape. The steel encasement was bent.

When the delivery person brought our order which was paid for in full to our manufacturer, the box was crushed and the side torn off hanging by a piece of tape. This box was encased in a steel frame which was severely bent. Parts were also missing. We have filed a claim which was on September 9, 2013, claim #[redacted]. We have taken an abundance of pictures if you need them.

We immediately called DHL, ###-###-#### and have spoken with [redacted],[redacted] along with many others. All they can say is they are sorry. We have had no concern whatsoever and we are requesting a refund upon which we were told would be max of $100, this is not acceptable. We paid $1,235 which included shipping.Desired Settlement: We are seeking a refund, as the merchandise is useless.

Thank you for your prompt attention to this matter.

Sincerely,

Business

Response:

November 4, 2013

Revdex.com

4428 North 12th Street

Phoenix, AZ 85014

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 delivered on September 9, 2013 at 10:52 signed for by [redacted]. The shipper in Hong Kong has reported that the shipment was damaged upon delivery. The shipper has filed a claim since they are the account holder and hold the rights to the claim. After reviewing all the details of the claim, it was determined it would not qualify for a refund due to inadequate packaging.

Regretfully at this time DHL has determined to not be responsible for the issues that contributed to the damage 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

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.

Thank you for your response, however, DHL is responsible for our full refund, as the packaging couldn't have been any better. As stated in our original complaint filed, the goods were wrapped in bubble wrap and taped securely put in a large box which was securely put together, along with the box being encased in a welded steel frame. We kept it all in case someone needs to come and look at it. The steel frame was severely bent and the one side of the box was torn off, consequently some of the merchandise fell out as it was not complete and what was there was severely damaged. Please check into this, as DHL is very sorry but it was their negligence and carelessness that caused this total loss of ours. Our customer will be sueing us if this is not resolved quickly and we have been more than patient with DHL, they are wanting no responsibility, when in fact it is their full responsibility to give a full refund due to their carelessness.

Thank you.

Regards,

Business

Response:

November 15, 2013

Revdex.com

4428 North 12th Street

Phoenix, AZ 85014

RE: [redacted] - ID#: [redacted]

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

We have researched our customer’s concern regarding the refund for the damaged goods. This shipment was found to have inadequate packaging; in addition, the requestor is not the billing party and does not own the rights to the claim.

Considering the circumstances surrounding this shipment DHL would be willing to offer a one-time goodwill gesture of $300.00 USD as this is the value of the goods listed on the Customs Invoice. Please let us know if the customer agrees to this final settlement.

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.

As discussed today, December 3, 2013 by a second phone call, regarding a check in the amount of $300.00 that DHL agreed to pay for damaged goods that they delivered. We accepted this offer on November 18,2013 and have not received the $300.00 check as of today. We did receive a phone call last week from the Revdex.com verifying our mailing address, which DHL should have had.

Please assist us in the matter.

Thank you.

###-###-####

I ordered a package which contained electronic devices.... the zip code on the package was incorrect so I contacted them to update the shipping zip code spoke with a rep who updated the information and stated I would get my package the following day and provided me with a new tracking number. The next morning I went online to track my package and I notice it was showing that it was not in transit to be delivered to me so I quickly called DHL spoke with a rep who stated she would contact the facility where my package is at and make sure they have the correct address and assured me that I would get my package first thing Tuesday morning. Tuesday morning came and my package was never delivered check online and it was still saying the same thing so I called I was told by a rep my package was delivered and the time it was delivered I explain to them if your reading the notes around the time your driver stated I signed for my package I was on the phone with a rep talking about my package being delivered to me Tuesday they never came to my house I was home all day with my new born baby... I have been calling them for a week about my package only for them to tell me they cant do anything for if the driver said it was delivered then it was delivered call my shipper the agents from that point on was very rude inconsiderate and showed no remorse or sympathy.This was my first time using there services and its my last I would not recommend them the Miami Fl station center as the worst reputation and their drivers have been known for stealing clients packages because they know the company will not investigate or do anything to retrieve their customers package. I had an incident like this with [redacted] and it was resolved in 3 days driver delivered to wrong home and they did everything to get me my package [redacted] and [redacted] best service ever I would never recommend DHL Express!!!!!!

Review: Reference:[redacted]

The following problems started when I entered my product shipping info. The info was entered correctly in the computer but when the receipt was generated it was missing information. I called customer service only for them to have no record of my file after giving them my confirmation number. I had to give them my waybill the customer service agent and manger was very rude when handling my call. A second call was placed again with another rude agent who entered the shipping info wrong.

Only when I called repeatedly was the address reentered correctly anothet. I was told I have a call back on Friday end of business day by a customer specialist only to get a call back 3 business days later on the 28 named Dennis. He was helpful but failed to respond to my needs and told me I will be build what I was quote 94.16 but will see a drop with a 15% percent deduction for 1st time purchaser online.

April 28 a bill of over 226.98 was deducted from my account. I was quote a price of 94.16 The customer service agent all he can say that is a billing issue contact another time. I asked him can you tell me why the charges were made he had no clue.

This has been one bad experience after another I am very angry with the rudeness and customer service and lack of proper billing. The only person who really was considerate was the 1 customer service rep and the delivery man.Desired Settlement: A refund or a discount of some sort to my package.

Business

Response:

May 07, 2015Revdex.com 4428 North 12th Street Phoenix, AZ 85014RE: Complaint ID [redacted]DHL appreciates being given the opportunity to research and address our customer's concerns 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 the 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. We have issued a onetime goodwill credit bringing the amount owed to $94.16 in honor of the rate quote that was received.Once again please extend our sincere apologies to our customer for any inconvenience. Sincerely,Michelle T[redacted]DHL Office of the President

Review: There decline to deliver my package and didn't get back to me after I complain, called and email them.

on 6/24, I received a notice that DHL have a package for me, reschedule via cell phone for Tuesday 6/30.

On 6/30 they claimed that the package has been delivered, when I get home and was nothing delivered , I called and told them that there is nothing received. Customer service Rep. said the driver left it in lease office, Just happen that my building doesn't have lease office or any office, it is a 6 Apts building and the only one was in this building in this day is my wife. I called several times and file a complain # [redacted].

I have beend contact with them and customer service specialist Called [redacted] from AZ office, who email me once and called me on Friday 7/10, to tell me that the driver who drop my package is in vacation and should be back by Monday 7/13.

I called and email him twice after that he didnt answer.Desired Settlement: This Package had a legal and original deeds and contract and my only proof of ownership, am I supposed to fly all way overseas to TRY to replace it?

I need my package, that is all

I need compensation for all the time that I waited and spent it on phone and email this company for this shipping.

I need cover of the lose for the time that has been wasted.

Business

Response:

DHL appreciates being given the opportunity to research and address our customer's concerns. Please advise our customer that further details are needed in order to provide resolution. The details needed may include but are not limited to:· DHL tracking number Upon receipt of more information, DHL can proceed accordingly with this complaint. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely,[redacted]DHL Office of the President

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

Regards,

Review: DHL expresss waybill [redacted]. Destination address: [redacted]. Package was supposed deliver on Friday June 19. Up to June 24, it is still not delivered. I called DHL about 20 times. They gave no answer when the package will be delivered. I'm suspecting DHL actually lost the package, yet using package got stuck in customs as excuse. Why package stuck in customs? Why after June 18 at 22:07, the package's number was not scanned anymore? They told me the package is now in the US. How come their tracking info never showed the package was ever on the flight from Hong Kong to the US? It can get to another country without ever getting on a flight? Each time I call, different rep would give me a different answer. Some would say the package is still in Hong Kong. Some would say it is in the US. Each time their case specialist called and only gave me info I can see online myself. IT DOES NOT HELP! They are not trying to solve problem, but reporting their slow movement to me. I can see it myself online!Desired Settlement: Please find my package and deliver it

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 June 06/26/2015 at 1:05 pm. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, [redacted]DHL Office of the President

Review: Authorized DHL dealer in Denver gave mis-information and provided wrong instructions which resulted in late delivery and taxes and duty.

I used a local DHL authorized merchant to ship a large letter package from Denver to Canada on May 8, 2013 (Tracking Number [redacted]). I specifically asked the merchant if I needed to indicate that the $25 value package needed any notion that it was a gift - unlike its competitors DHL shipping forms do not have check boxes to state what the contents of a package are - e.g. gift, commercial sample, etc. The merchant told me that it was not necessary to denote the package as a gift. A delivery date of May 9, 2013 was promised. The package was held up in Canadian customs because the package did not specify that it was a gift; as a result duties and fees in the amount of $19.60 were assessed on the $25 value package; and delivery did not occur until May 13th when the recipient had to pay the duties and taxes assessed in order to accept delivery. It is noteworthy that while I disagreed with the duty and fee assessment I wanted to cover the cost and later dispute the charges - I did not want the recipient to have to pay. DHL refused to take payment from me to cover those fees. I have been told by various DHL customer service reps that someone will get back to me with follow-up information, however either no one does, or they call at times other than those promised. I have tried to work with DHL reps ([redacted]) multiple times to rectify the situation however they insist this is a problem that should be addressed by the third-party merchant, who in turn insists that it should be addressed by DHL.Desired Settlement: $60.41 shipping fee as well as $19.50 duty and taxes assessed as a result of improper instruction by a DHL authorized representative.

Business

Response:

September 12, 2013

Revdex.com

4428 North 12th Street

Phoenix, AZ 85014

RE: Case # [redacted] – [redacted]

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

We have researched our customer’s concern and our records indicate that the customer spoke with [redacted] from the Office of the President, and a check for 80.00USD was sent to her on May 23, 2013. If our customer has not received this settlement amount, please have her contact [redacted] so he can review and have the check reissued.

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,

Alfred Andrade

DHL Office of the President

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution was be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: $633 INTERNATIONAL EXPRESS DELIVERY HAS NOT ARRIVED. WE PAID $184.80 FOR IT TO BE SHIPPED VIA DHL. TRACKING INDICATES ITEM ARRIVED FROM PAKISTAN TO GRAND RAPIDS MICHIGAN IN 3 DAYS. IT HAS NOT BEEN DELIVERED AFTER 5 DAYS SUBSEQUENT TO ARRIVAL IN GRAND RAPIDS. WE HAVE CALLED DHL EVERY DAY WITH THE EXPLANATION THAT THE PACKAGE IS ON THE TRUCK AND OUT FOR DELIVERY EACH DAY SINCE. IT APPEARS THAT EITHER THEY HAVE LOST THE PACKAGE OR IT HAS BEEN STOLEN, AS NO FURTHER TRACKING IS EVIDENT ONLINE EITHER. CUSTOMER SERVICE IS OF NO HELP. WE HAVE NO IDEA WHAT TO DO OR WHOM TO CALL FROM THIS POINT FORWARD SHORT OF THE POLICE.Desired Settlement: PLEASE REFUND FOR LOSS OF SHIPMENT

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 June 5, 2015 at 9:32 PM and was signed for by [redacted]. The Local Management Team has reached out to the customer to confirm the delivery and was advised there had been some misunderstanding regarding the delivery detailOnce again please extend our sincere apologies to our customer regarding this delivery issue. Sincerely,[redacted]DHL Office of the President

Review: Tracking info indicates a package was signed for. I didn't receive, sign for or authorize that it be left without signature.

On 20 April, a package with tracking number [redacted] indicated that it was delivered but it wasn't at my home. The package was valued at $333.80. I contacted DHL and they told me that I had authorized the package to be left without signature. I never authorized this and they could not provide me any documentation that proved this allegation. After several days of investigation, DHL responded that I they could not confirm that the package was left at my address. On 1 May, DHL informed me that I needed to contact the seller (in China) to request that they file a claim. The seller refuses to file a claim because tracking information indicates that the package was delivered. On 1 May, after I received the email from DHL regarding this tracking number, a package with a different tracking number, [redacted], was also delivered to the incorrect person. Fortunately, they got a signature and I could tell from the tracking information that the item was delivered in Charlotte, NC instead of Columbia, SC. This package was eventually delivered to me on 5 May, but I've lost out on $333.80 for the first package because the seller in China refuses to file a claim since the tracking information says delivered.

I have contacted DHL headquarters by email and placed phone calls on 2 different days, but I have not received a return phone call or a response to my email.

Since the DHL here in the US is aware of everything regarding this package, and the subsequent misdelivery supports my claim that I didn't receive the first package, I feel the DHL in the US should take responsibility and refund me the value of the package.Desired Settlement: Since the DHL here in the US is aware of everything regarding this package, and the subsequent misdelivery supports my claim that I didn't receive the first package, I feel the DHL in the US should take responsibility and refund me the value of the package.

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 customers concern and at this time we have determined that delivery occurred on April 20, 2015 at 1:31pm.Regretfully, we understand that our customer is not in possession of the shipment. Please know that DHL has conducted a follow up investigation with the delivery courier and 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 thank you for bringing this to our attention. We kindly ask our customer to contact the shipper for a replacement item and/or file a loss claim for the shipment. We have alerted DHL Hong Kong with the details surrounding this situation and have asked that they contact the shipper to explain the details regarding this matter. 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 am not satisfied with this solution because since the DHL here is fully aware of the situation, it should not be up to the shipper to file a claim. I am the one that is out of the money that was paid for the items - not the shipper. Why can I not file a claim here.

Regards,

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 have confirmed that the claim was filed by in Hong Kong by the Shipper. The shipper has already received the outcome of the claim. DHL does apologize however the details of the claim are confidential records, and can only be discussed by the shipper. Please have our customer contact their shipper regarding the claim and further refunds.Once again DHL would like to apologize for the service issues involved.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 received the attached response from the shipper. It indicates that they did not file a claim.

Regards,

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 confirmed that the claim was in fact filed by the account holder/bill to party [redacted] located in Hong Kong. The account holder has already received the final resolution of the claim. DHL 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,[redacted]DHL Office of the President

DHL quoted me on the phone a charge of $ 480.00 to ship a certain merchandise to Dubai. They informed me that by doing in the Internet they would give a 15 % off.

Two days later after receiving payment from my client in Dubai, suddenly the cost is $ 883.00.

Called them and they said that : Prices can change !!!

Now either I have to return the money to my client and lose the sale or pay $ 400.00 from my pocket.

I had innumerable problems with their administration before but never nothing of this sort

Prescribed medicines were sent internationally with prescription included through DHL and was promised to reach within certain time. Another week or more of delay in receiving critical medicines due to paperwork which could have been told before sending including passport, ssn, address of manufacturer, copy of prescription (told to get another one since original was in package), rude indifferent officials at #[redacted]. Cancelled package. DHL has been the same incompetent company for the last 15 years, I guess somethings never change.

Review: DHL notice says DHL delivered my private personal legal documents to my neighbor.

I never gave DHL authorization to deliver my private personal legal documents to my neighbor. DHL delivery driver was lazy and made only 1 attempt to deliver and then dumped my private personal legal documents to my neighbor who does not answer door or phone for the last 3 months. I gave my fiancee in Philippines the $50 DHL fee to send me her documents via express 5 day service for $50. DHL failed. Documents are lost. I called DHL multiple times and it is a robot recording that leads to no where!

Settlement: DHL pay the $50 to resend documents from Philippines and another $20 for the bus fare for fiancee to travel the 100 miles to DHL to resend documents.Desired Settlement: DHL pay the $50 to resend documents from Philippines and another $20 for the bus fare for fiancee to travel the 100 miles to DHL to resend documents.

Business

Response:

DHL appreciates being given the opportunity to research and address our customer's concerns. Please advise our customer that further details are needed in order to provide resolution. The details needed may include but are not limited to:DHL tracking number Upon receipt of more information, DHL can proceed accordingly with this complaint. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely,[redacted]DHL Office of the President

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.CUSTOMER PAYS DHL FOR 3 TO MAKE 3 DELIVERY ATTEMPTS. DHL DRIVER IS LAZY AND DELIVERS TO NEIGHBOR ON FIRST DELIVERY. THIS IS VIOLATION OF MY PRIVACY GIVING MY PERSONAL DOCUMENTS TO NEIGHBOR. DHL SHOULD TERMINATE DRIVER WHO IS LAZY!

Regards,

Business

Response:

DHL appreciates being given the opportunity to research and address our customer's concerns. Please advise our customer that further details are needed in order to provide resolution. The details needed may include but are not limited to:DHL tracking number Upon receipt of more information, DHL can proceed accordingly with this complaint. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely,[redacted]DHL Office of the President

Review: I ordered a package from a british company, and the package was supposed to be delivered through DHL Express.

Last Thursday I looked at their website for my package tracking number ([redacted]) and saw that it was delivered, but upon arriving home I saw that I did not receive any package.

I called DHL and the representative on the phone told me that the package was mis-delivered and that the courier had already picked it up from the wrong address and that I should receive it tomorrow. She also said I should be able to see on their website the updated status of the package and when the it is being redelivered.

I did not get the package the following day, and upon calling them again I was told that the package was actually still at the wrong address and was not picked up to begin with, which means that the first representative blatantly lied. The representative with whom I spoke then, told me that the package will be picked up on Monday and redelivered.

Today, on Monday, I called them this morning to make sure that this is actually going to happen. After wasting more than 30 minutes on the phone with DHL, I was told that they contacted the courier and that they'll get back to me later that day.

They did follow up and got back to me, but I missed their call. When I called them back, and recounted my tale for the fourth time, the representative had no news to tell me and he also did not see any change or update about my package being picked up from its wrong location and being redelivered.Desired Settlement: The business should make the effort to contact me via phone or text/email if I am not available by phone, instead of me having to call them and waste more of my time because of their mistake. They should also make an effort to fix their mistake and redeliver the package immediately. Last, they should check who was the first representative I've spoken with and handle with the fact that she is misleading costumers and giving them false information.

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].I can assure you that we will review this matter internally to prevent these types of situations in the future. We always seek areas of opportunity to improve our customer experience and thank you for bringing this to our attention.The shipment was billed to the shipper; we would suggest our customer contact the shipper to file a claim on the shipment or request a replacement. Once again DHL would like to apologize for the service issues involved.Sincerely,[redacted]DHL Office of the President

Review: I ORDERED SOME HAIR THAT CAME FROM ACROSS SEAS FROM [redacted], THE CARRIER THAT THEY USE IS DHL. DHL CAME TO DELIVER THE PACKAGE ON THURSDAY SEPT. 4TH AROUND 11AM. THE NOTE THAT WAS LEFT ON THE DOOR WAS TO SIGN IF YOU WANT THE PACKAGE TO BE LEFT AT THE DOOR ON FRIDAY SEPT. 5TH WHICH I SIGNED BECAUSE I WAS ON THAT FRIDAY. I WENT OUT THURSDAY NIGHT AND WHEN I CAME HOME I NOTICED THAT THE NOTE WASNT ON MY DOOR ANTMORE. THE NEXT MORNING WHEN I CALLED DHL THEY SAID THAT THE THE DHL CAME BACK THURSDAY NIGHT AT 7:45PM AND LEFT THE PACKAGE ON THE PORCH OUT OF COURTESY. BUT THAT NOT WHAT THE NOTICE I SIGNED STATED, I ONLY SIGNED THE NOTICE BECAUSE I NEW I WOULD BE OFF ON FRIDAY AND WOULD BE HOME. I MAD A CLAIM WITH DHL AND THEY SAID SOMEONE WOULD CALL ME BACK WITHIN 4HRS NO ONE CALLED SO I CALLED THEM BACK. I WAS TOLD THAT [redacted] WOULD CALL ME BACK IN 20MINS AND NEVER CALLED SO I CALLED BACK AND TALKED TO A SUPERVISOR WHO TOLD ME THAT THE INVESTIGATION NEVER TOOK PLACE.I TALK TO [redacted] TODAY ONLY FOR HER TO ASK ME MORE QUESTIONS AND TELL ME THAT SHE HAS TO ASK THE CARRIER AND GET BACK WITH ME. I TOLD HER NO MATTER WHAT THEY ARE IN THE ROOM BECAUSE THEY WERE SUPPOSE TO COME BACK ON FRIDAY AND NOT THURSDAY NIGHT.

Product_Or_Service: [redacted] EXTENSIONS

Order_Number: [redacted] Account_Number:[redacted]Desired Settlement: DesiredSettlementID: Refund

IM WILLING TO A REFUND OR REPLACEMENT.

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].

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

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.

Regards,

Review: I've purchased an item from an Italy website and I've never receive the package. I got the information frome the website says the package has already been deliveried but the signature is not even my name. I tried to connect the develiy company which is DHL and they spent more than 2 weeks to tell me they can't find the package. Since DHL asked me to wait for such long time, the website told me this order has already been completed long time ago so then couldn't make a refund and even nor the credit card company.Desired Settlement: 300 US Dollar and apologize to me. I will provide the receipt of the item in my package.

Business

Response:

February 24 2016 Revdex.com 4428 North 12th Street Phoenix, AZ 85014 RE: Case # 11148207– Luyang Z[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. DHL Express has reviewed the customer’s concern and is unable to determine the delivery location of her package from January 18th. An ascertain letter is attached explaining this and how the customer may file a lost claim with the shipper. Please see the attached. 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, Mark L[redacted] DHL Office of the President

Consumer

Response:

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

Business

Response:

February 26 2016 Revdex.com 4428 North 12th Street Phoenix, AZ 85014 RE: Case # [redacted]– Luyang Z[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. From my review our customer’s package was updated in our tracking systems as delivered on January 18th 2016. According to our records the DHL customer service department was not contacted about the issue well over two weeks after the (mis) delivery took place. I sincerely apologize the matter was delayed further by not obtaining updates about our customer’s package in a timely manner but unfortunately this does not negate the fact a lost claim will need to be initiated by the bill to party in Italy. I would be more than happy to provide a letter of explanation if our customer feels this will help resolve her issue with the shipper. 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, Mark L[redacted] DHL Office of the President

DHL quotes you a rate, then decides to charge 50% more than the estimate. Then they don't invoice you for the difference. Finally, they call you three months later threatening to send your account to collections.

DHL quotations are not real. They scam you in selecting them, by providing lower quotes, but then jack up the price 50%.

Review: My first shipment through DHL was a total disappointment and as well as the subsequent ones. I'm extremely tired of these issues and this prompt me to come on board here to complain about this problems. My first shipment via DHL was two items, I only received one with the second item missing inside the box the packages comes with. The box has been tampered with before delivering it to me. I filed complain to their customer care but they ended up siphoning my complain between their staffs and I needed up losing item. However, since then any item I had ship through DHL its been held beyond the delivery dates probably because of the previous inquiry that I filed with company uncovering some bad activities of their staffs. I have vowed never to ship their service again for my shipment but my client doesn't use any shipping company aside DHL due to their business schedules. Now, I have my items been held in their office not releasing it for delivery without any reasonable reason or issue for this. I'm not shipping banned or prohibited items so I cant understand why the keep holding my items for several days sometimes up to month for no reasons. I hereby seeks for the assistance of their head office over this issue to look into this issues.Desired Settlement: I want their head office in USA to check why they keep holding my items beyond the delivery dates scheduled on their website as this has been happening several times now then do something about it. I can be reach via email or over the phone. Thanks!

Business

Response:

RE: Case # [redacted] - [redacted]DHL appreciates being given the opportunity to research and address our customer's concerns. We sincerely apologize for the service issues our customer recently incurred with DHL. Unfortunately we do not have enough information to proceed with researching the case. 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 Shipment waybill number(s) Shipper/Recipient information.Upon receipt of more information, DHL can proceed accordingly with this complaint. Once again please accept our apologies for the issues involved. Sincerely,[redacted]DHL Office of the President

Review: [redacted] - was dishonest about delivery attempt. Stated that he was denied access. I was home. Lived in the building for over 15 years. [redacted], and even DHL delivers packages to the building without EVER being denied "access to the building.Desired Settlement: I want a credit for this transaction. I paid shipping directly to the company who mailed me package, so you can credit me directly.

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 January 07, 2015 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 incident. Sincerely,[redacted]DHL Office of the President

Review: I have been waiting on package. Waybill#[redacted]Please deliver my package. This has to be the worst delivery experience, I get shipments from [redacted] everyday yet DHL can't seem to leave one package.Desired Settlement: I need my package!

Business

Response:

October 9,

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.

Our records

indicate that the shipment was temporarily lost but was located. The shipment

delivered October 1, 2013 at 11:05 am.

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