DHL Express

Review: On or around the begining of Dec 2013, I went to the DHL office to ship some documents to my friend in Nairobi Kenya. After all of the paper work was completed, I was informed that for packages to Kenya, that they could only accept cash and or a money order, and that no form of plastic payments were accepted. I returned to the office within 20 mins to an half hour later and paid for the shipment with a money order. Just prior to Christmas I had received a letter that I never paid for this shipment and I needed to address this. I called the phone number included in the mail, left a message, which was never returned. Then heard nothing more. Two weeks ago I received a letter from a collection agency stating that I never paid. I attemted to resolve this with the collection agency and was unable. I made calls to DHL who simply refused to listen to me and stated that unless I could provide proof I owed the money. I asked how they would have shipped my package without any form of payment, and of course this too they could not answer, and would not listent when I was telling them this this is an error on their behalf. They just simply refused to listen.Desired Settlement: I would like them to aknowledge that I did pay, and that I do not owe them any money. I would like them to withdraw their demands to the collection agency, and to show me proof of that. I think that an apology would be in order as well.

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

Review: this complaint is dealing with a package that was order Dhl claimed that on 6/22/15 it was delivered DHL nor the PO have resolved nor the PO nothing



Waybill: [redacted]

Signed for by: [redacted] Get Signature Proof of Delivery Monday, June 22, 2015 at 11:21 Origin Service Area: [redacted] - [redacted] - [redacted] Destination Service Area: ELIZABETH, NJ - NEWARK - USA

The PO in newrk where I pay for this box has drop the ball along with DHL only one employee has been trying to help me this is really unaccepctable and it seems like noone cares followup isn't a major concern from either company

1 Piece

[redacted] Online package ordered from Name Code Qty Each Options

--------------------------------------------------------------------------------...⇄ />
Contrast Printed Tunic wB6932 1 64.95 Select Size/Color = XL/Blue Eclipse

Flared Bamboo Blend Skirt wT7803 1 64.95 Select Size/Color = XL/Dove Grey

Bamboo Blend Andalib wB6652 1 69.95 Select Size/Color = XL/Chateau Gray

Tunic

Ruffled Panel Tunic wB7441 1 64.95 Select Size/Color = XL/Enchanted

Forest

Hi-Low Tunic wB7221 1 74.95 Select Size/Color = XL/Black

Hi-Low Tunic wB7221 1 74.95 Select Size/Color = XL/Dove Grey

Flared Tunic wB7231 1 64.95 Select Size/Color = XL/Black

24-Gore Godet Skirt wT8701 1 64.95 Select Size/Color = XL/Black

Subtotal 544.60

Coupon discount -95.93

(new20june)

Subtotal 448.67Desired Settlement: Delivery by the end of this business day have been more than patient my flight leaves at 1000am on 7/3/15

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 recovered from the wrong delivery location and redelivered correctly on July 10 2015. It was signed for by our customers daughter at 13:30, at address [redacted] in Newark as request by our customer.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.

Regards,

Business

Response:

DHL appreciates being given the opportunity to research and address our customer's concerns. Our records indicate the shipment was recovered from the wrong delivery location and redelivered correctly on July 10 2015. It was signed for by [redacted] at 13:30, at address [redacted] in Newark as request by our customer.Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely,[redacted]DHL Office of the President

Review: My package arrived in mo on monday and was suppose to be delivered on Wednesday. Each day I have called and I have been told that my package will be delivered that following day but that has failed to happen. They keep putting my shipment on hold I called and asked why and they gave me no reason. They said that they deliver to my are every other day but still it has been three days and no package. They have my package but they are clearly not moving it even though they repeatedly keep saying they will deliver my package.Desired Settlement: DesiredSettlementID: No settlement requested - for

This could be resolved by simply deliver my package like they are suppose to do.

Business

Response:

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

Review: My brother shipped to me all my family official documents from Iraq ([redacted]) via DHL Express Worldwide service. I have moved to adjacent apartment in the same floor (from APT 201 to 204) and called DHL to inform them about my address change about an hour before the delivery. I put a notice on my previous apartment door saying 'Dear DHL, I have moved from apartment 201 to apartment 204, please give me a call at [redacted]'. DHL left the package on my previous door without signature and I lost the package. The online status changed to 'Delivered, Signed by MANIFEST'. I checked my previous apartment 10 minutes before and after the delivery and there was maintenance team working on the old apartment. I checked with the leasing office and they told me that the team didn't find any package. Our expectation was they will return the package to the local office and update the online status and call us or try to send the package again. I called DHL again and they told me that the assume that the notice is an authorization to leave the package on the door. I asked DHL to provide me with a copy of the notice that they find and they told me that they are going to send me a copy of that notice and the didn't send any. We filed a complain in DHL website and they told us that they told me that they are sorry about losing the package but didn't do anything to us. In order to reissue these documents, my entire family need to travel to Iraq which will cost us thousands of dollars in addition to the risk of the security situation in Iraq as we are U.S Citizens.Desired Settlement: First of all, we need an official document from DHL in order to help us reissue the documents. we need the letter to state that DHL didn't delivered the package to us with our signature and they did there best to recover the package and they failed to do so.

Second, we need DHL to refund us with an amount that cover all our travel expenses and other expenses to reissue the lost documents.

Business

Response:

March 16, 2016Revdex.com 4428 North 12th Street Phoenix, AZ 85014 RE: Complaint ID [redacted] – [redacted] DHL appreciates being given the opportunity to research and address our customer's concerns. We sincerely apologize for the delivery service issues our customer recently incurred with DHL. Under DHL policy the rights and responsibility for cargo claims belong to one of two parties: the shipper, or the Bill To account holder as they contracted with DHL to carry the goods. The customer will need to reach out to the Shipper, [redacted], for any refund or replacement.Unfortunately, DHL is unable to locate a copy of the notice. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely,Tara G[redacted]DHL Office of the President

Consumer

Response:

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

Business

Response:

March 24, 2016Revdex.com 4428 North 12th Street Phoenix, AZ 85014 RE: Complaint ID [redacted] – [redacted] DHL appreciates being given the opportunity to research and address our customer's concerns. We sincerely apologize for the delivery service issues our customer recently incurred with DHL. Under DHL policy the rights and responsibility for cargo claims belong to one of two parties: the shipper, or the Bill To account holder as they contracted with DHL to carry the goods. The customer will need to reach out to the Shipper, [redacted], for any refund or replacement.Unfortunately, DHL is unable to locate a copy of the notice. I have further researched the situation with our DHL office in Iraq and they would be more than happy to assist the Shipper with compensation. I have been asked to have Mr. [redacted] have his brother, Mr. [redacted], contact DHL Iraq because the phone is always shut off. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely,Tara G[redacted]DHL Office of the President

Review: I purchased three (3) items of clothing from Urban Outfitters in April 2015 and received the items from DHL a few days after the online purchase (mid April). In August 2015 (four months after receipt of the items) I receive an invoice from DHL requesting 130$ for shipping and duty. Part of my concern is that unfortunately these fees were not mentioned to me at the time of the order nor were they mentioned at the time of delivery. I would not have kept theses items knowing that I would need to spend an additional $130 in taxes (which is more than half of what my order cost) several months later, now I cannot return the item because it has surpassed the allowable return time.

It doesn't seem honest to have a business process where the goods are paid for, and 4 months later the recipient is charged an additional 50%, this also contradicts the Urban Outfitters terms of the taxes and duty charges.

"Although charges are not always incurred...Payment of any duties and taxes is the responsibility of the recipient and these fees are collected at the time of delivery."

I was never given the opportunity to refuse this extra charge at the time of receipt of the goods and now it appears as though I am being forced to pay this as I cannot return the items that I have worn during the last 4 months.

I have contacted DHL several times by phone and email and I keep getting passed around. I have not been given a specific person to deal with so my case seems to be getting lost and not advancing. When I email them I receive an automated response saying that my case will be assessed within 24-48 hours, and weeks go by without a response to this matter. I would like to have this sorted out as I do not want this to go to collections or to have it affect my credit rating. However I feel that my case is not being taken seriously and that I have been given the biggest run around for the last month trying to sort out this issue.Desired Settlement: I would like for this charge from DHL to be waived as I do not feel it is fair to have a charge sent months later, well after the good have been delivered without warning of such charge coming. I am now not eligible to return the items because the return policy is 30 days.

Business

Response:

October 6, 2015 Revdex.com [redacted]

RE: ID#: [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. Ms. [redacted] is actually located in Canada. The DHL Management team in Canada has been contacted and our colleagues have reached out to address his concerns. Once again please extend our sincere apologies to our customer regarding this delivery issue.Sincerely, [redacted]Office of the PresidentDHL Express

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.

At this time they have not provided me with any proposed action, I was told that they would need too look internally to review my case and see if the charges could be waived. I am still waiting to hear back.

Regards,

Business

Response:

October 16, 2015 Revdex.com 4428 North 12th Street Phoenix, AZ 85014RE: ID#[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. I have reached out to DHL Canada and they will contact Ms. [redacted] as soon as possible with an update. Once again please extend our sincere apologies to our customer regarding this delivery issue.Sincerely, [redacted]Office of the PresidentDHL Express

Review: I ordered a package that was having difficulty in customs. I gave them all the personal information they requested and even had the manufacturer give them the needed information. They ignored my emails and were extremely rude on the phone and sent my package back to the manufacturer without my permission. I feel like this company is a complete scam.Desired Settlement: I would like a full refund of the purchase as well as the shipping charges I paid for.

Business

Response:

DHL appreciates being given the opportunity to research and address our customer's concerns regarding shipment number [redacted].Our records indicate that the shipment was placed on hold by [redacted] for a formal entry. This government agency did request additional information before the entry could be completed. Our customer was unable to provide all of the information requested within the allowed time frame of 10 days after arrival in the US.The deadline was reached and customs ordered the shipment to be returned to origin. The return tracking number [redacted] was returned to the sender on April 6th 2015 and was signed for by Mr. [redacted]. Our customer would need to contact the sender directly to request any refund that may be due since the sender holds the claim rights with DHL.Once again DHL appreciates the opportunity to research and address our customer’s concerns. 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 gave every ounce of personal information the 'company' asked for and was ignored. I'm not going to sacrifice my first born to get a *Word Rejected* package.

Regards,

Business

Response:

DHL appreciates being given the opportunity to research and address our customer's concerns regarding shipment number [redacted].[redacted] and the [redacted] requested specific information in order to proceed with the customs formal entry. Unfortunately all of the requested information was not provided within the deadline that is set by Customs Officials, and the shipment was ordered to return to the origin.The information that was requested is within the normal customs procedures and DHL is unable to interject or intercede with any customs regulatory processes and clearance time frames.Once again DHL appreciates the opportunity to research and address our customer’s concerns. Sincerely,[redacted]DHL Office of the President

Review: Having used DHL Express years ago for delivery of items from the UK, I was expecting the same quality I had previously experienced. Boy, was I wrong. Something has obviously DRASTICALLY changed with this company, because the service was horrible, and customer support was even more infuriating. My package was "scheduled to be delivered" on a Wednesday at about 1 PM. Online tracking said it was with the courier for delivery in my metropolitan area at 11 AM. By 9 PM, I had seen no updates to the tracking, nor had my package arrived, so I called customer service. This ended up being a HUGE waste of my time. Although the representative was polite, it was obvious she couldn't tell me one thing about why my package wasn't delivered. First she said it was because of a snowstorm in [redacted]. Then, when I responded by asking how that could possibly affect a package that was apparently on a truck for delivery in Atlanta that morning, her story started falling apart. After a lot of back and forth, she told me that she was in a call center 2500 miles away from me, so there was no way she could know what happened with my package. When I pointed out that this fact made her job completely redundant, she backed off that story, too. She said that my package was never technically out for delivery, which made me question why DHL is lying to customers on their online tracking system, as she also mentioned something about how what I could see "doesn't show everything." All in all, the entire fiasco made me even more upset about not having my package, because I never got one single decent answer about WHY my package had not been delivered and, further, why the tracking information hadn't been updated. (It still shows "Scheduled for delivery" for a time long passed.) I appreciate that DHL is providing jobs, but if their customer service isn't able to answer a single question about a delivery, I think their money could be better spent on improvement of services.Desired Settlement: Firstly, my package better be delivered tomorrow, or I will be making further calls, complaints, etc. As for the reason of actually writing this complaint, it is my foolish hope that DHL will examine their policies (especially related to package inquiries and customer service) and start being more transparent with their customers.

Business

Response:

RE: [redacted] – Case [redacted]DHL appreciates being given the opportunity to research and address our customer’s concerns. We sincerely apologize for the frustrations our customer encountered regarding the delivery of DHL Waybill [redacted].Our records indicate that the shipment did arrive late into the DHL [redacted] station due to weather delays at the DHL Main Hub in [redacted] on Wednesday February 18th. Unfortunately did not make it out for delivery. The shipment did go out for delivery the next business day, Thursday February 19th. We will address with the Customer Service management the inaccurate and different information that was provided during the phone call made to DHL by our customer. Sincerely,[redacted]DHL Office of the President

Review: I sent a package via express mail on Sunday,January 26, 2014, and I paid for it to arrive at it's destination by Wednesday,January 29, 2014. The package arrived by courier a few minutes after quitting time (8pm)on Friday, January 31st. I emailed customer service earlier that week and again that day, and my mother also spoke with a DHL supervisor on the phone that morning, and we were assured, and even given a specific time that the delivery person would arrive for sure at a specific time after being delayed for 2 days. However, this was not the case, he was very late, and as a result, we were stuck in the house waiting for our package to arrive, which was supposed to be guaranteed for delivery almost 3 days earlier . Basically, they kept giving us the run around. Telling us things that weren't true.Desired Settlement: I would like some kind of compensation for DHL misleading me and my family, and for the great inconvenience they caused us for those two extra days. A free shipment would be fine, and if not, then a formal letter of apology on DHL letterhead would work.

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 their shipping experience with DHL (DHL Waybill [redacted]). Our records indicate that the shipment #[redacted] was sent with a delivery commitment for January 30, 2014. The shipment arrived at the destination Service Center in [redacted] on January 29th and was placed on hold due to bad weather conditions. The shipment was sent out for delivery on January 30 and delivery could not be completed due to bad weather conditions. The shipment was delivered on January 31 at 8:00 pm, signed by [redacted]. After reviewing all the details, it was determined that this shipment would not qualify for a service guarantee refund due to the uncontrollable weather delays during transit. Regretfully at this time DHL has determined to not be responsible for the issues that contributed to the delay and as such we are unable to reimburse our customer for any charges incurred with the delivery or transportation of this shipment. Should you have any further questions regarding this matter, please do not hesitate to contact me at your convenience. Sincerely,[redacted]DHL Office of the President

Review: A package sent from [redacted] to [redacted] was never delivered

On July 23, 2013, a package was sent from [redacted] to [redacted] containing 2 letters and $300.00 US in cash for a very important concern to a family member, but it was never delivered. The DHL tracking # is [redacted]. Addressed to [redacted]. When I called the office in [redacted], I was told that it went to [redacted], it was scanned and the money was stolen.They did not even deliver the letters. That money was needed urgently to pay for something very important for a for a very sick person. At least they could have delivered the letters.Desired Settlement: I seek the return of the 300.00 us dollars and the $50.00 that I paid to mail the package

Business

Response:

September 17, 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. Our claims department has researched and based on our final review we have concluded the following:

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 [redacted] account - the account holder.

Unfortunately, our records indicate the claim rights of this shipment belong to [redacted], if you should wish to proceed with this claim, we must have written authorization in the form of a signed statement of release from the account holder on their company letterhead. This document will serve as a release of claim rights to you.

For your convenience a loss claim form can be accessed from our website [redacted] or by calling our customer service center at ###-###-####.

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 made their first attempt to deliver a package on Dec 9th. The package was shipped to me from Chennai, India. Tracking/Waybill # for that package is: [redacted]. I noticed the door tag when come back from out of country trip and filed a request for re-delivery of the package ASAP using DHL's web site. They have a feature where you can request for this type of request. As per my request the package was supposed to be delivered on the Dec 18th and it was never delivered. I called DHL on Fri about this and they promised to deliver it on Mon. It did not happen. When I called on Mon to find out they said it will be delivered on Tue and that did not happen either.Desired Settlement: I just want my package to be delivered ASAP as they have been promising for many days.

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 24 at 5:49pm.Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely,[redacted]DHL Office ofthe President

Consumer

Response:

[redacted]:

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

Regards,

Sudhir Kolli

Review: MY FAMILY SEND DOCUMENTS (BIRTH CERTIFICATE ID"S PASSPORTS ECT) FROM MEXICO USE THIS COMPANY DHL ON FEBRUARY 20 AND THIS COMPANY DELIVERY TO MY HOUSE DIFERENT DOCUMENT IM RETURNET AND MAKE COMPLAIM THE COMPANY AGAIN RESEND ANOTHER PACKAGE WHIT ANOTHER DOCUMENTS , TODAY MARCH 05 THE COMPANY CLOSED THE CASE AND SAID TAKE MY MONEY BACK . WHAT HAPEN MY DOCUMENTS HE SAID IF SOMEBODY RETURNED HE RESEND TO ME. BUT I THING IS IMPOSIBLE AFTER 3 WEEKDesired Settlement: HOW ONE BIG GLOBAL COMPANY WORK WHIT IRRESPONSABILITY WHIT SOME DOCUMENTS VERY VERY IMPORTANS MY FAMY WANT TAKE LONG TIME TO REPLACE AGAIN AND PAID FOR THAT AND THIS COMPANY ONLY RETURNED THE SHIPMENT AND ONE SORRY THAT ALL , I DONT THINK SO, WE NEED MORE RESPONSABILYTY FOR THIS COMPANY AND PAID FOR DAMAGES AND PERJUICES,

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 please know that DHL has conducted a follow up investigation. After extensive searches of our Service Centers, including warehouses, docks, vehicles and lost and found facilities, we have not been able to locate our customer’s shipment. Unfortunately, the shipment has been declared lost. We urge our customer to contact the shipper to file a loss claim with DHL Mexico for the shipment. Once again please extend our sincere apologies to our customer regarding this unfortunate 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.im ready contact to mexico office those said don t have any responsibility the only have responsibility is on usa . dhl usa want respond for all expenses due for this shipment , im lost to many government documents cost a lot time to buy a gain and dhl said only we apologize I don t think so.

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. Under DHL's claim policy, the rights and responsibility for cargo claims belong to one of two parties: the shipper, or, in certain cases, the bill-to party or DHL account holder. Normally it is up to this party to file any claim with their local DHL office.With this in mind, we must respectfully direct our customer to either the shipper or the party from whom you made shipping arrangements for any compensation you may be due. If, after you contact them, the party who owns the claim rights wishes to transfer the claim to our customer, please have that party sign a document on letterhead or provide other documentation of their request and forward it to our claims department. Please ensure it includes their contact information.If the release is received we will then reopen the claim for further evaluation, subject always to the Terms and Conditions of Carriage as noted on the back of our air waybill. Without this release from the owner of the claim rights, we do have to deny the claim at this time.Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely,[redacted]DHL Office of the President

Review: In closed is a copy of the email sent to DHL's [email protected]. This contact email was given to me by Gale one of the many DHL representatives I spoke. I still have not received a response via email with the necessary conformation. I need for them to update their website to reflected that the package was refused. I also need for them to send me an email conformation confirming that they currently have possession of the package at one of their facilities. The email also needs to reflect that the package was refused.

To whom this may concern,

I'm emailing you interference to tracking number [redacted] That tracking number needs to be updated immediately, so the "refused package" information is reflected on the dhl website. I also need for you to email me a copy of something stating that this package was refused. Your driver committed a fraudulent act by claiming that this item was delivered when it was clearly refused. I've spoken to multiple dhl representative to include Megan, and Gale about this issue. They did not help me, nor did they offer any real solutions. I'm extremely disappointed in dhl's operational procedures. Your company has caused me hassle and headaches, because one of your driver's decided to be dishonest and scan this package in as delivered. I need for this issue to be resolved on Monday 1/25/16, by the close of business, or this matter will be escalated to higher level of authority.

Disgruntled customer,Desired Settlement: I need for them to update their website to reflected that the package was refused. I also need for them to send me an email conformation confirming that they currently have possession of the package at one of their facilities. The email also needs to reflect that the package was refused.

Business

Response:

January 28, 2016 Revdex.com 4428 North 12th Street Phoenix, AZ 85014 RE: [redacted] - Case # [redacted] DHL appreciates being given the opportunity to research and address our customer’s concerns. We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL Waybill [redacted] Local DHL Management has confirmed that the shipment is on hold after being refused and the shipper has been contacted for instructions. They have reviewed all the details regarding the incorrect delivery on the part of the courier and appropriate action has been taken. The DHL website also reflects the hold status on the shipment and has been updated daily. Once again DHL would like to apologize for the service issues involved. All necessary actions will be taken to ensure that these types of service issues do not happen. Sincerely, John G[redacted] DHL Office of the President

Review: I own and operate a small business out of Mesa Arizona. We have been in business since 2011. From time to time we order parts made overseas. About a year ago we made a new order from a vendor in China. The company was not able to set up shipping so we set up an account with DHL so we could get a shipping quote. We found that quotes from DHL where about twice that of their competitors. Unfortunately the order was shipped by the vendor using DHL because of a miscommunication. This miscommunication cost me an extra $600 in shipping charges. I contacted DHL to see what they could do. I was informed by them that because the shipment had already taken place they couldn't help me. "If I had only contacted them prior to the shipment to get a better quote". This of course frustrated me. We paid the bill in full and then instructed them to close the account so that this would not happen again. I was informed by the representative that the account had been closed.

Now just over a year has passed and we made an order from the same vendor in China. This issue with DHL had happened so long ago and I thought that the account had been closed, however the vendor used the same account to ship this latest order. DHL accepted the order on our "closed" account. Not only did they accept the order, they once again over charged me by about $600! I complained to them again and they told me that the account manager had changed and they had no record of the account closure request. They also told me again that they could do nothing about the exorbitant charges now that the shipment has taken place. "If I had only contacted them prior to the shipment to get a better quote". I explained that this shipment should not have happened because the account was closed over a year ago. However they have no record of me asking that the account be closed.Desired Settlement: I want the account closed. I want the shipping charges to be reduced by $600.

Business

Response:

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

Review: Driver [redacted] lied about delivering a package to an address that he absolutely didn't deliver too. Refused to return the package.

I ordered a package from another country in which I gave the address of a very close friend's home. Due to foreseen circumstances I was unable to make it to the destination. I put in two redirect request the day before. By website and by phone. As a courtesy my friend left a note on the door for the driver. He however DID NOT leave the package instead he stuck a note on the door. The second day I received an alert that the package had been delivered. I immediately phoned my friend who was at the doctor with her child and asked if the driver had delivered a package. She stated that she was just getting home and that there were no packages or notes left on or at either door or garage at her home. I called DHL spoke with [redacted] (call center sup) she took a message and forwarded it to Greensboro facility. I got a call back from [redacted] (supervisor) during the day we communicated back and forth for hours trying to resolve the issue. [redacted] stated that he spoke with the driver and the driver said he delivered the packaged to [redacted], The house had white shutters, the neighbors had a white vehicle in the yard, and the lady that signed for it was short in stature short hair and sign [redacted]. Everything that he advised was completely wrong and his story had many holes in it. The address that it should have been delivered to should have been a Georgia address because it was redirected. The original address is [redacted], there are no shutters on this house, it's a corner house, the only neighbor she has is on the opposite side of where he said the neighbor lived, also the neighbor doesn't have a white vehicle nor was it a white vehicle in her yard today and the young lady that lives at this address has medium to long length hair. Next the manager [redacted] asked the driver to go back to the home where the driver dropped the package and retrieve it. The driver said he knocked and knocked and no one answered. This is also not true because I was sitting on the phone with my friend the entire time. No one came to her home. [redacted] the supervisor requested the driver go back to the home and call him once he arrived. Finally the driver arrived at her home of [redacted]. He lied and told his supervisor that she was the woman that signed..she advised him "no I have never seen you before today..she said he immediately ran off after that got into his truck and left. The manager asked if that was the same house and if it had shutters. The house doesn't have shutters. I have wasted my time, my money, and my patience with this company. If this employee [redacted] steal from me there's no telling whom else he's stolen from. The company is trying to pin it to my friend. I know definitely my friend doesn't have the package..we are best friends but our lifestyles are different she would have absolutely no need for my package. [redacted] pulled the signature, again another lie from driver, because it says it was signed by a "[redacted]". I am not [redacted], she is not [redacted]. Who's [redacted]? Your driver? This has no only ruined my day but my week and weekend. It has prohibited me from attending necessary functions scheduled for the weekend. I would like for this to go on record hopefully this [redacted] prevent theft from anyone else packages at DHL.Desired Settlement: I am seeking full replacement of my order from DHL with over night delivery. Plus monetary compensation of $75 due to their negligence I am unable to attend my functions this weekend. I am also asking for the driver [redacted] to be given a polygraph.

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:

The company is requesting my waybill tracking number which is [redacted]. Also I wanted to advise that I spoke with [redacted] and he was able to tell me what was inside of my package. I would like to know how does anyone know what is inside of packages. Was it written on the package? and with so many deliveries coming through DHL how would he know what was in a particular package? Please advise. The company whom I made the purchase was advised that the package was delivered to my sister's house..It was NOT! and I would appreciate if the lies stop now! DHL left a response but no number to contact her..([redacted]).

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.

Our records indicate that the shipment AWB [redacted] was delivered on April 26, 2014 to [redacted] as listed on the waybill. We have researched our customer’s concern and please know that DHL has conducted a follow up investigation. After extensive research and recovery attempts, we have not been able to recover our customer’s shipment from the delivery address.

We urge our customer to proceed with the claims process.

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

Review: I purchased a motorcycle exhaust via internet two months ago and made immediate payment to include shipping costs. The business I made the purchase from chose DHL to ship and made no mention of any additional fees. Two months later I received a customs duty invoice from DHL for 20.62. I have made purchases online from all over the world and never had this happen. I don't understand why I am being billed the extra fee when I already paid, not to mention the fact that I did not choose the shipper and nothing was stated up front about any extra fees that could be charged.Desired Settlement: This is extortion to offer a product and/or service and then ask for additional fees afterward. How can I be responsible for these fees when this was never stated up front from the business and I did not choose the shipper? I also need to understand if someone can make these fees up and hold you responsible by turning them into debt collections. Additionally, how do we prevent this from happening to other unsuspecting victims? Looking online there are other complaints for the same thing.

Business

Response:

November 23,

2015RevDex.com 4428 North 12th Street Phoenix, AZ 85014Complaint ID 1[redacted]DHL

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

concerns. Please advise

our customer that further details are needed in order to provide resolution. The

details needed may include but are not limited to:DHL tracking number Upon receipt

of more information, DHL can proceed accordingly with this complaint. Once again

please extend our sincere apologies to our customer regarding this unfortunate

incident. Sincerely,

[redacted]DHL Office of

the President

Consumer

Response:

Invoice is attached to assist in determining the deficiency.

Business

Response:

November 27,

2015RevDex.com 4428 North 12th Street Phoenix, AZ 85014Complaint ID [redacted]DHL

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

concerns. It is

unfortunate that our customer was not provided details regarding Customs

fee’s. The extra charges that were

assessed on the shipment were from assessed by the US Government officials and

not DHL. Duties and taxes can be

assessed when importing any material of value to another country. This is to regulate all types of the material

into the country. Should you

have any questions or comments, do not hesitate to contact me. Sincerely,[redacted]DHL Office of

the President

I shipped documents to Ecuador in August. After a month, our customer was surprised he didn't receive the documents. I called DHL to have more information. The customer service representative told me that the customer has moved and that they were not able to reach him... so they destroyed the documents! They had all our information, but did not contact us to let us know about it. Hopefully, our customer has a relative that was a former DHL manager in [redacted], and after some phone calls they found out that the package has not been destroyed! Worst customer service ever. We won't use DHL again.

Review: DHL express failed to deliver my products, I have called them on numerous occasions and all efforts were futile. On the 26 March 2014 my package was delivered to and signed by someone ([redacted] ) who I don't know. Everyday I call I was given the same excuse which is they would try to retrieve my package and have it delivered to me and that they would call and update me... They have done none of the following. It is really unfair to me that I have worked tremendously hard to earn my money and they handle my package so carelessly.. This shows lack of professionalism for a company who claims that they are trustworthy and a very good courier service.Desired Settlement: I would like to have my package delivered to me or would like to receive a refund.

Business

Response:

April 15, 2014

Revdex.com

4428 North 12th Street

Phoenix, AZ 85014

RE: Complaint ID [redacted] – [redacted]

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

Please advise our customer that further details are needed in order to provide resolution. The details needed may include but are not limited to:

· DHL tracking number

Upon receipt of more information, DHL can proceed accordingly with this complaint.

Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Should you have any questions or comments, do not hesitate to contact me.

Sincerely,

DHL Office of the President

Review: I purchased an item from Jack's in [redacted] which was shipped by DHL. It arrived broken. Jack's initiated the claim for me and then I had to submit additional information to support this claim. Despite repeated attempts to contact DHL both by my and Jack's, DHL has ignored these attempts.Desired Settlement: I want a full refund of the product.

Business

Response:

January 19, 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. 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, Daniela ** M[redacted] DHL Office of the President

Consumer

Response:

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

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

Regards,

Review: I paid $191.00 to send a Christmas package to Germany. DHL in [redacted] held the package for 2 weeks before delivering and charging an extra 49 Euros.

I paid $191.00 to send a Christmas package from Seaside, CA to [redacted], Germany on 12-16-14. I was promised a 12-18-14 delivery date. The package (Tracking # [redacted]) arrived in [redacted] on 12-18-14, where it was held for two weeks before being delivered on 1-2-15, well past Christmas. I was in contact with representatives in both America and Germany on several occasions. I personally made two phone calls to Germany, where I complied with all their requests. They asked for email address and phone number of my daughter. My daughter never received a phone call nor an email. On 12-30-14, my daughter informed me that the reason for the hold was that I had used my daughters' initials instead of their full names. It still took another 4 days to deliver. When the package arrived at my daughters' doorstep, they were required to pay an extra 49 Euros. Absolutely absurd!Desired Settlement: I would like to receive a refund for services and the extra fee that was charged to the recipient. $191.00 and 49 Euros.

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]).DHL has researched this matter. We appreciate the feedback and have brought this to the attention of our 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 customer has initiated a claim that is still pending, however is being actively worked by the claims team. Once all details are reviewed, the claims group will reach out to the customer regarding theresolution.DHL in good faith is attempting to resolve this situation for our customer within our standard procedures. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely,[redacted]DHL Office of the President

Consumer

Response:

[redacted]:

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

Regards,

Review: Ok I send a shipment on May 28, 2014 and it got on hold in the US Customs for 4 days, but they finally released it on June 03, 2014 and after that I called DHL to ask when will the shipment in somalia, they told me it was gonna be on, June 07, 2014, then I waited there was no update saturday, and I was keep telling my buyer to wait, but now I offered him %50 back on the shipment, if it doesnt get in somalia by monday which was June 09, 2014, because DHL told me it was gonna be in somalia at that date, and it still didnt get there so now I promised %50 back to my costumer and I want that back from DHL I hope they fix their services in the futureDesired Settlement: Deliver On Time,

Business

Response:

June 9, 2014 Revdex.com [redacted]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. Should you have any questions or comments, do not hesitate to contact me. Sincerely, [redacted]DHL Office of the President

Business

Response:

June 16, 2014 Revdex.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 delivery service issues our customer incurred with DHL. We have researched our customer’s concern regarding the refund for the inconvenience caused and considering the circumstances surrounding this shipment DHL would be willing to offer a onetime goodwill voucher for $100.00 USD. Our customer may send the voucher with the invoice to be credited. 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

Consumer

Response:

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

Regards,