DHL Express

Review: I called DHL to let them know that the bell to my apartment that in is the front of my building is broken and gave them my home number to call so I can buzz them in the building. I was told that was fine and they put that on my file. I got an text letting me know that delivery would be on Monday. I have a back injury so I am home all day. So when the package did not come I track the package and found out that an attempt was made. Text gave me the tracking number. No notice was left on my building by the bell or any where else. So I called and the driver told them that I was not home. So I called again on Tuesday and again the driver put that he made an attempt, that I was not home and again no notice left. I spoke to a supervisor who promise me that delivery would e made on 12/24/14. The third day the same situation and I called again. They told that they would put in a complaint about the driver, which they should have done on my first phone call to them. The driver is lying to the company about coming and leaving notice on my door. So I don't even know if they have my product which cost my $132 and was a Christmas gift. I want my headphone or the full value of the headphone.Desired Settlement: I would like my headphone and the exact headphone that I bought or the full value of my which is $132

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,[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.

Tracking number [redacted]

Regards,

Nicole Taylor

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.On 12/30 I called to find why 2 representive said on 2 different days that they would attemp delivery on 12/29/14 and 12/30/14, but tracking the packages states that it is on hold. When I spoke to the young lady she was rude and short and stated that it will stay on hold no attempt will be made. Tracking number for DHL [redacted]. So I went back to the days where they said them attempt to deliver on 12/22/14 attempt deliver according to their tracking page at 14:20. I accepted a [redacted] package on 12/22/14 @ 14:04pm and on 12/24/14 was their next attempt according to their page at16:05pm I accepted a package from [redacted] at 12:53pm. As I told them on every phone call that I have made, I have a back injury. So I am home all day. No notice was ever left by DHL on the front of my building. And the only phone call that DHL ever made to me 12/26/14 from this ###-###-#### I miss the call. She left no name, but stated at this point 3 attempt were made that I would have redirect or pick up my package. So I called back to let them know that with my back injury those 2 option would not work for me. That is when I was told that attempt would be made on that Monday. Because redirect the package would not work since I am the only one who could sign for the package as proof that I received the package. According to the young lady I spoke with. Since DHL has made the decision not to delivery my package, what other resolution is there for me to have my packaged delivered to me.Regards,[redacted]

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 31 2014 at 3:07pm.Once again please extend our sincere apologies to our customer regarding this unfortunateincident. Sincerely,[redacted]DHL Office of the President

Review: DHL Express admit receiving then losing my package, but they refuse to re-imburse me for the cost of the contents even with proof.

Waybill: [redacted] Wednesday, August 27, 2014 at 1:19 PM Origin Service Area: [redacted] - DALLAS - USA Destination Service Area: NAIROBI - NAIROBI - KENYA

This package was put together and sealed at an authorized DHL agent location in [redacted] to be shipped to my mother who has traveled to Kenya. The authorized agent explained a feature to insure the package value against damage caused during shipping, which I did, for the sum of $211.

DHL has acknowledged receiving the package at tehir [redacted] location on August 27th.

My receipt says the package should have been delivered to the destination in Nairobi, KE on Tuesday, September 2nd.

The package has never been delivered. In fact, according to DHL_EXPRESSes tracking system, it has never gone anywhere since it was scanned in at their Minneapolis plant.

DHL didn't even have the courtesy to contact me about any issue when a problem was discovered with the shipmemnt. The proprietor at the authorized collection point just happened to be tracking other packages shipped from his location and noticed that my package had not moved by Sep 4th, 2 days after the package should already have been delivered. He contacted DHL Express and they told him they would investigate and get back to him by "the end of the day", which he then called and told me. They in fact did not call either him or I back at all. I called DHL Express on Friday September 5th and was told that a lady named [redacted] was looking into it and the agent I was speaking with would follow up and get back to me "by the end of the day". There was no call-back on that day either. I called again on Tuesday, September 9th and was told by the same; with the same result. Still no call-back. Interestingly, this particular agent did say that their Minneapolis office said the package was not there and had been forwarded to the Cincinnati office which is their main facility, for international shipping. So at this point, I believe that means they at least knew it had gotten to Cincinnati. He again said that '[redacted]' was working on tracing it, and I would get a call-back "by the end of the day". (a common theme it seems at DHL Express)

Having not received the promised call (yet again) the day before, I called DHL Express back on Wednesday, and insisted on speaking with a supervisor or manager. At this point I was very upset obviously. I explained to the manager when she came on that:

1. I paid $165.00 to ship a package using DHL Express and a full 2 weeks later the package had not been delivered; which is a clear breach or our contract;

2. I keep being told that the package is being researched and I will be called back, but it's turned out to be a lie every time;

3. I've heard several stories when I've called including that the package "missed a scan", "probably dropped off the conveyor into a corner" in your Minneapolis facility, "is no longer at Minneapolis and has been sent to the Cincinati facility", "maybe it's reached its final destination in Kenya and just not showing in the system"...etc!

The manager said that it seemed the package was lost and I should file a claim. I said I would provide the actual receipts fo the phone and covers which had just been purchased two weeks prior and expect DHL Express to re-imburse me for the purchase and shipping costs. But the manager said DHL Express will only cover the insured damage value ($211), rather than the full value of the package contents. This is unacceptable. As I explained previously, the authorized agent said the insurance was for damage to contents during shipping; not if DHL Express simply lost it.

DHL Express has dealt with this issue in a callous and unfeeling way for a pad service and I am appalled they can remain in business with this sort of mediocre service and attitude!

To be clear, if the package were damDesired Settlement: As I explained, the authorized agent said the insurance was for damage to contents during shipping; not if DHL Express simply lost it.

DHL Express has dealt with this issue in a callous and unfeeling way for a pad service and I am appalled they can remain in business with this sort of mediocre service and attitude!

To be clear, if the package were damaged, that's one thing; but they completely LOST the package! Resolution: DHL Express must reimburse for the full replacement cost of the conte

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].

Under DHL policy the rights and responsibility for cargo claims belong to the account holder. Our records indicate the claim rights of this shipment belong to [redacted]. Normally it is up to this party to file any claim with their local DHL office. With this information in mind, we are unable to settle this claim directly with our customer.

We are currently researching the claim details with [redacted]. Once all details are reviewed, we will reach out to the customer regarding the resolution.

DHL in good faith is attempting to resolve this situation for our customer within our standard procedures. At this time we consider the matter settled with the Revdex.com.

Once again DHL would like to apologize for the service issues involved.

Sincerely,

DHL Office of the President

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The reason given by DHL Express is disingenuous at best. I in fact did create a user account (user name [redacted]) and intially attempted to use this account to enter the shipping data, but DHL's system would not let me continue after I entered the destination country. I even called DHL Express Customer Service (at 1-[redacted]) twice and on both occassions was told that I would not be able to enter the information as the destination country was considered a 'high fraud' country. I even tried to explain that the package was going to my mother (who has traveled there), who I was certain wasn't trying to defraud me (obviously), but I was told there was no choice. DHL Express directed me to the [redacted] in [redacted] as their Authorized Shipping Center. This is the ONLY option I was provided.

So to summarize:

1. I did register and attempt to use my own personal account to ship the package, but DHL Express would not let me;

2. DHL Express sent me to their Authorized Shipping Center as the ONLY option available to me;

3. As a result, the package was shipped from the Authorized Shipping Center;

So to say that the reason DHL Express cannot work with me is that I used the ONLY option they provided me when they specifically denied me the ability to use the account I had created is (I repeat) disingenuous and cannot be construed by any reasonable person as "in good faith".

Additionally, as stated in the initial complaint description, the staff at their Authorized Shipping Center explained only that Package Value Protection was for damage to the contents of my package in transit; the idea of DHL Express shipping staff absconding with the entire package was not described as part of the insurance!

I have attempted to deal with DHL Express in good faith, but it seems that DHL Express is attempting every trick in the book to wiggle out of the fact that they did not provide the service they were paid to (ship my package to the destination), are either incompetent enough to be literally losing packages in shipment (or have dishonest staff that are helping with that), do not take responsibility when their Authorized Shipment Centers provide incomplete or incorrect information, or when their "customer service" staff clearly use false promises (please see original complaint) regarding their efforts at researching or following up with an issue on the DHL Express side, and simply want to get away with mediocre service and shoddy behavior. This isn't just immoral, it's bad business.

It seems nowadays, the only way to get large companies to take the customer seriously is to put their bad behavior on social media and let the world see what they are doing. It's a shame that companies will not take responsibility when they mess up. I expect better from DHL Express, and I am not resting until you do the right thing: You accepted a package for shipping, you lost the package, you need to re-imburse me for the value of the items you lost. It's that simple.

Regards,

Business

Response:

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

We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL Waybill [redacted].

Our customer did go to [redacted] to ship and all shipping costs were paid to that company, not to DHL Expres. This location would be responsible for providing any refunds to our customer.

Post Net holds the claim rights with DHL and currently has a claim in process for the Loss. We ask that our customer follow up with [redacted] to confirm the status of the claim and any refund that may be due.

Once again DHL would like to apologize for the service issues involved.

Sincerely,

DHL Office of the President

Review: I was promised a package within 2-6 days coming throuch DHL. My package never arrived and its been over 10 days. DhL has not been able to give me an answer as to where my package is or why it hasn't arrived. They say they pride themselves in having the fastest delivery service and they don'tDesired Settlement: I would just like some answers as to what happened

Business

Response:

April 25, 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. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Should you have any questions or comments, do not hesitate to contact me. Sincerely, [redacted]DHL Office of the President

Review: On 3/11/16 DHL made a delivery attempt at 12:15 P.M. The carrier left a yellow contract for me to sign if I wanted my package left unattended the next delivery attempt on 3/14/16. The contract leaves DHL not liable for stolen/lost merchandise. On 3/14/16 a FINAL delivery attempt was made at 1:22 P.M. I sent an email to DHL regarding the delivery attempts and the lack of any way to request a pick up from the website which the yellow contracts specifically state can be requested this way. They could not without an account number. I stated this fact and attached a print screen to show this is not possible on the website. The email contact is listed below.

Julianna

Certified International Specialist, Customer Care

DHL Express

I contacted Lotus at the above DHL Express phone number and she put a request pick up in for me at about 10:10 A.M. on 3/15/16 and called the Ontario, CA station to verify that my package was with the carrier and would be redelivered today 3/15/16 because it was already with the carrier. Lotus stated that the driver would be in my zip code at between 12-3 P.M. and that the request would not take effect until 24-48 hours later. I decided to come home and wait for the rescheduled delivery even though yesterday, 3/14/16 the contract stated it was a final delivery. Lotus also stated that a request could not be done online for the receivers, but only the shippers. This point was not mentioned in the email w/Julianna listed above. I also sent an email on 3/14/16 after the missed delivery requesting the Ontario, CA management contact me. They refused.

On 3/15/16 at about 1:07 P.M. I called the 800 number once again to verify redelivery today on 3/15/16. I spoke w/ Walter who stated my package was redirected back to the station and would be available for p/u after 7 P.M. The office closes at 6:00 P.M. I asked Walter to call the Ontario station along w/his manager Corey.Desired Settlement: Continued from above. Both Walter and Corey refused to call the Ontario station. Corey refused to put his manager Frankie O[redacted] They stated my package was redirected back to the Ontario station for p/u. I received an email from Julianna on 3/15/16 about 11:00 A.M. stating my package was with the driver for redelivery.

At this point, I really could care less if the package gets shipped back to Turkey. I do intend to continue my complaints about the terrible service, customer service, and DHL corporation standards/protocols. The phone number listed for the Ontario station is unlisted for customers. NO CUSTOMER is required to sign any contract w/DHL for delivery. No customer. DHL is holding my package hostage. There also seems to be a lack of communication w/in the organization among their staff. My complaints will continue...

Business

Response:

March 16, 2016 Revdex.com 4428 North 12th Street Phoenix, AZ 85014 RE: Complaint ID [redacted] – [redacted] DHL appreciates being given the opportunity to research and address our customer's concerns. We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL Waybill [redacted] Your experience was certainly not indicative of the high service standards our customers deserve and expect. Our Management Team in the Ontario area has been contacted for assistance to contact you and discuss delivery options. We will be addressing your concerns with the customer service agents that you interacted with and proper action will be taken. I can assure you that we will review this matter internally to prevent these types of situations in the future. We always seek areas of opportunity to improve our customer experience and thank you for bringing this to our attention. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Daniela D. M[redacted] DHL Office of the President

Consumer

Response:

The apology has fixed nothing. Now what? Too many business apologize and fix nothing just to close the case. It is not happening here.

Business

Response:

March 17, 2016 Revdex.com 4428 North 12th Street Phoenix, AZ 85014 RE: Complaint ID [redacted] – [redacted] Once again please extend our sincere apologies to our customer regarding this unfortunate incident. The customer’s experience was certainly not indicative of the high service standards our customers deserve and expect. We have requested for a customer service supervisor to follow up with Ms. Maravilla directly, along with the station management to discuss delivery options. Under DHL policy the rights and responsibility for cargo claims belong to one of two parties: the shipper, or - if the shipment is billed to an Import Express account - the account holder. Unfortunately, our records indicate the claim rights of this shipment belong to the shipper in Turkey, if the customer would like to proceed with a claim, they would need to contact their shipper for any type of reimbursement. 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. Sincerely, Daniela D. M[redacted] DHL Office of the President

Review: I placed an order with Chain Reaction Chain Reaction Cycles in the UK. The order was due to be delivered last Thursday (December 10th). On the day the order was to be delivered, I received a text stating that I needed to pay an additional $65 for import duties. I paid the fee shortly thereafter to avoid any delayed processing. I expressed my frustration and concern to customer support, who assured me my order would be released since they had received payment. The order status was still showing on hold Friday, even 24 hours after making the payment. I went to extra measures, making multiple trips to my house to check for the package, and even left a note on the door with the waybill # and signature. Weekend goes by, still nothing. Monday, 12/14, I received a text from DHL stating my package would arrive by the end of the day. Once again, I left a note, made a few trips, still nothing. So now I am still waiting, going on 6 days since my package was due to arrive. The most frustrating part is I actually received a text falsely claiming that my order would be delivered today!!!

-----Original Message-----

From: [redacted]@gmail.com]

Sent: Monday, Dec 14 2015 8:44PM

To: [email protected] [[email protected]]

Subject: Tracking

So I still have not received my shipment, that was due to arrive last Thursday. I paid the $65 fee shortly after being notified, and yet my delivery has now been somehow postponed 3 full business days. I have been inconvenienced to say the least, as I work full time and have constantly been heading by my house during business hours to check for my shipment.today in fact, at 9:30 AM EST, I received a text notification saying the package would be delivered by the end of the day. This is the worst experience I have had with any carrier, and I will be making a formal complaint to the corporate office. This is absolutely ridiculous...Any idea when my package will actually arrive?Desired Settlement: I feel that due to the opportunity cost, lost productivity, and frustration I have experienced due to the incompetence of this business, the $65 fee I paid to DHL, and any other delivery fees should be waived.

Business

Response:

December 16, 2015Revdex.com 4428 North 12th Street Phoenix, AZ 85014RE: Complaint ID [redacted]DHL has completed a follow up investigation and have reviewed this matter internally to prevent these types of situations in the future. We always seek areas of opportunity to improve our customer’s experience.Our contractual obligation is with the bill to party, in this case Chain Reaction Cycles. Any request for a refund would need to be filed with them directly. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely,[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 ordered a package from a vendor in China.The Chinese vendor mailed the package to the wrong address.I got ahold of DHL customer service and had the package rerouted to the correct address.The result of my inquiry with customer service was to place the package on hold from the 23rd of august to the 28th of august. The package was still delivered to the wrong address.Somebody random at that address signed for the package.The signature box on DHL's confirmed signature website has a picture of the person's signature who signed. Signing a name that isn't mine.The website still says at this time [redacted] signed for it. The first letter of the signature is obviously an 'R' and not a 'J.'I am in california and can prove I was in california at the delivery time. Meaning I absolutely did not sign for it.I emailed DHL and was told DHL would call me. I never got the call. (I could have missed it) I called DHL directly and the representative told me DHL would do nothing except file a complaing saying the correct name was not displayed on the website.Which makes no sense what-so-ever.

Product_Or_Service: 10.2 inch laptop PC with custom logoDesired Settlement: DesiredSettlementID: Replacement

I would be happy with one of these three outcomes.DHL to retrieve the package and deliver its unharmed and unused contents to the correct address.DHL to order a new item from the vendor and have it delivered to my correct address using its delivery services or an alternate delivery service.DHL to refund the cost of the package to include shipping to me in order for me to order the item again from the vendor and ensure it is delivered to the correct address.

Business

Response:

September 17, 2013

Revdex.com

4428 North 12th Street

Phoenix, AZ 85014

RE: Complaint ID [redacted] – [redacted]

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

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

· DHL tracking number

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

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

Sincerely,

DHL Office of the President

Consumer

Response:

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

Regards,

I received an invoice from this business with questionable charges. I have tried to contact them twice and after waiting for 10 minutes each time I was disconnected.

The invoice has a due date of 1/06/14, but I did not actually receive it in the mail until 1/17/14.

Review: My family in [redacted] sent a package through DHL to [redacted] many days ago and the DHL charged us quite a lot for the delivery. However, after several days, I still didin't get any packages. Then I went to the official website of DHL, and found that this package was already delivered on the 12.01. And then I called the DHL service, and after about a week, the DHL agent told me that it was delivered to the location on the package at about 8:00 pm on 12.01 by their carrier. But everyone was home at that time on that day, We didn't get any package delivered. Their explain is not true. The package is very important and expensive. I require DHL to deliver the package to me in time.And the package shipment track number is [redacted].

Product_Or_Service: worldwide delivery serviceDesired Settlement: DesiredSettlementID: Other (requires explanation)

I require DHL express to find the package and send it to me as soon as possible.

Business

Response:

December 30,2014 BetterBusiness Bureau [redacted]RE: Complaint ID [redacted]DHLappreciates being given the opportunity to research and address our customer'sconcerns. We sincerely apologize for the delivery service issues our customerrecently incurred with DHL. Our recordsindicate that the shipment AWB [redacted] was delivered on December 1, 2014. We have researched our customer’s concern andplease know that DHL has conducted a follow up investigation. After extensive research and recoveryattempts, we have not been able to recover our customer’s shipment from thedelivery address. We urge ourcustomer to contact the shipper in order to proceed with the claimsprocess. Once againDHL would like to apologize for the service issues involved. Should you haveany further questions regarding this matter, please do not hesitate to contactme at your convenience. Sincerely, [redacted]DHL Office ofthe President

Review: This is now the third time in a row that shipments have been partially delivered to us. The shipments instead get sent to [redacted] where they are signed for by someone who does not work for us. The labels clearly have our name and addresses on them along with our tracking info. We have about 20 large packages delivered to us a month from the same supplier and the DHL man knows us well. Of the last two shipments, one was permanently lost and we are still dealing with that issue. The last shipment we finally received our package but it was one month late. The value of the packages range anywhere from $2,000-$8,000 each. The value of the product is also time sensitive since they are screens for new phones. The value of these products fluctuates rapidly. Timely shipment is important and that is why we decided to use DHL for our international shipments. a "[redacted]" signed for our last order. I do not understand why DHL can not compare the name of the receiver to the package when it is delivered. We can not wait another month for them to "find" these two mis delivered boxes. There is also still one package gone and no one knows where it is. When trying to contact the DHL branch to discuss this with them, moments after the partial shipment, they told me the [redacted] branch does not have telephones, and there is no way to contact them. I tried to do so to avoid exactly what has happened since it has happened with our past two shipments as well. I was told I would be called back two days in a row within a timeframe, and was not. As a small business, DHL alone is destroying us. We are unable to do our business, losing clients, who are weekly repeat customers of $1,000 plus, and have no product to sell. We are also paying for these shipments to which we get no reimbursement when they are lost or mis delivered. I am at a point where DHL is the sole cause to our business failing and I am considering a lawsuit for negligence to do the services I paid for. I want our packages found ASAP, a refund on the cost of our shipping, as well as some resolution for this not happening any more.Desired Settlement: I don't know. These are terrible practices. I want them to repair whatever issue that is continually causing this problem. I would also like a refund for these shipments, my last shipments where this issue occurred, for my packages to be found, as well as some sort of compensation for the damages you have caused my business

Business

Response:

On Tue, Mar 25, 2014 at 3:49 PM, [redacted] <[redacted]> wrote:3/22/14To: Revdex.com[redacted]Re: Complaint ID#[redacted]Lasher Pool Service[redacted]CC: [redacted]CC: [redacted]It is unfortunate that the customer felt they needed to make a formal complaint with the Revdex.com since rights to service were released as requested.I paid a substantial amount to service this account approximately 10-11 months worth of full service was the price (bought it from [redacted]) and therefore have done everything I can to retain the customer in hopes of keeping them as a long time client. The seller of a pool service route signs a non compete agreement to help keep the value of the purchase in tact. Service WAS released per the customers request.However, please note: Purchase date listed on complaint 6/1/13. I bought it 8/15/13 and the problem listed says 7/1/13. The first call received was about the backwash pipe which I had my assistant there with me and we do not believe it was left open. In the interest of keeping the client , the first month free was offered for September $90 value.To reply to the comments on bad advice, no advice or questions had ever been asked therefore, none had ever been given. No repairs or major maintenance was ever required. The client never notified me that they were dissatisfied with the service in the 7 months that I did the pool. I did not act vindictively nor given any bad advice. The client randomly called on a Sunday (service is on Thursday), and cancelled. If they were unhappy all that time, why no phone call or email within the 7 months? The service included cleaning and chemicals which was provided every service day without absence.Sincerely,[redacted]

Review: the package was never delivered even when we paid premium money for the service. When I called customer service, they said the delivery was attemped (no, I was waiting at home the whole day, no one came) then the next day I called, they said that the package will be redelivered, which was not again. I called and spoke to the supervior, and the supervior MADE PROMISE to have the packaged delivered the next day (3 days passed) AGAIN, the package is not being delivered. WHERE IS MY PACKAGE? IS IT EVER GOING TO BE DELIVERED?Desired Settlement: apology letter from reginal office, and make sure other consumers don't have to suffer from this again.

Business

Response:

March 22, 2014 Revdex.com [redacted]RE: Complaint ID [redacted]DHL appreciates being given the opportunity to research and address our customer's concerns. Please advise our customer that further details are needed in order to provide resolution. The details needed may include but are not limited to: · DHL tracking number Upon receipt of more information, DHL can proceed accordingly with this complaint. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Should you have any questions or comments, do not hesitate to contact me. Sincerely, [redacted]DHL Office of the President

Review: DHL delivered the package [redacted] to the wrong address. If I had to guess they delivered it to [redacted]

We put in a complaint on 2/11/16 about the missing package. They never called back on 2/12 when they said they would. It takes 5 minutes to call the local office or driver to collect the package from the wrong address.Desired Settlement: I would like a refund of the shipping as now the package is more than a week late.

Business

Response:

February 17, 2016

Revdex.com 4428 North 12th Street Phoenix, AZ 85014RE: [redacted]

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 February 17, 2016 at 11:13am to the correct address of 180 Riverside Blvd.

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,

Tara G[redacted]

DHL Office of the President

Consumer

Response:

I am not contacting the shipping company. Your company has already cost me enough wasted time and energy. Why was the package lost for more than a week? Why do I have to make multiple phone calls to get the issue resolved?

Business

Response:

February 23, 2016

Revdex.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.

I have reached out directly to Mr. [redacted] in an attempt to further assist him regarding a final settlement from DHL.

At this time I do not have resolution as I am waiting on a reply from Mr. [redacted]. Once I have received a reply, we will attempt to resolve this matter.

Sincerely,

Tara G[redacted]

DHL Office of the President

I purchased a gold plated statue from Nepal (value $322). The seller arranged for DHL Express to deliver it (approx. $55). The package was tracked to the 'local service center' in Portland. Then I received a Proof of Delivery (POD) notification that the package had been delivered and signed for by myself. At the time, I was in a different state, yet the courier claims a man answering to my name opened the door and signed for it as me. The signature is a scrawl, not resembling any legible name and certainly not resembling my signature. No one was in my house except my young son who said no one delivered a package or knocked on the door. I reported the incident to DHL Express HQ in Arizona. They took 4 business days to investigate and said that the driver stated he delivered it to my address, a man answered the door, answered to my name and signed for the package. This has to be a lie because no one delivered anything to my address. The outcome: my word against the couriers. DHL's response: 'Sorry for the inconvenience'. And that's it. If I want to get a refund for the shipping I have to ask the seller to apply at the local office in Nepal.

Absolutely awful response. I've never experienced anything like this with [redacted]. They always get the right address and get a proper signature or leave a note and take it back to their headquarters for pick up. DHL's courier has lied and my package is now stolen / missing.

I filed a Police Report and notified all the [redacted] shops in the area. But basically I am appalled at DHL's service. Total loss: $380.

Review: This company does not follow directions. They keep sending my package at the wrong times & days, even though I schedule them for another. They give misinformation and do not follow through with phone calls. They dont call when they arrive, nor do they give a time window of which the costumers should be looking for their belongings. They take too long to investigate as well as being rude to customers when they speak. The most professional person I spoke with thus far is a manager who's name I can & will expose if need be. However, mostly everyone I've dealt with so far has bad customer service. I wish I had an option to choose another competitor. At this point I would & will never use them by choice.Desired Settlement: Receive my stuff asap. Better customer service. An apology. And promises of improvement for ALL in the very near future. Also, my stuff is being shipped from BWI location.

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].Local DHL Management was provided all the details regarding the incorrect delivery and was recovered and delivered correctly to our customer. Corrective action will be taken regarding this case.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 failures do not happen.Sincerely,[redacted]DHL Office of the President

Review: On January 9, 2015 I've called DHL to mail a documento to Cochabamba, Bolivia. The employee came, I gave him the envelope. He took information from my Debit Card, from [redacted] Bank and ready to go. The package was with my daughter on January 15, 2015. Once she has received I destroyed copy of the guide and billing.Weeks later, I had DHL phone calls since they couldn't take the money from my account. I remember having seen the amount charged on my bank. I went to the statement and certainly, the amount was not there now. I've called DHL to make the payment with no success. They asked me once and again the guide/receipt number and I don't have it anymore. I have called probably 5 times. Any CSR transferred me from here to there to no avail since any of them need such number.Finally, I think I have had a collections call that I didn't reply yet. I prefer to make a claim with your institution.It's not that I paid late, or decided not to pay. Any time I had called to pay in order to ammend some bank/DHL mistake -I don't know what happened-, they couldn't assist me if I didn't give such guide number. Please, help me out. Thank you for your attention.[redacted]

Product_Or_Service: Mailing documentation

Order_Number: unknown

Account_Number: unknownDesired Settlement: DesiredSettlementID: Other (requires explanation)

I want to call DHL and being able to make the payment. Somewhere they have to have the reference of that bill/guide to allow me finally paying. Thank you.PS:Please note I have changed my address since then.

Business

Response:

April 14, 2015Revdex.com 4428 North 12th Street Phoenix, AZ 85014RE: Complaint ID [redacted] – [redacted]DHL appreciates being given the opportunity to research and address our customer's concerns regarding shipment number [redacted]. Our customer can contact our billing office at [redacted] to discuss payment option with reference to shipment number [redacted] or invoice number [redacted]. I have attached both documents if needed for reference. Once again DHL appreciates the opportunity to research and address our customer’s concerns. Sincerely,Michelle TicknorDHL Office of the President

Review: I bought a nike soccer jersey and some socks over the mail from [redacted]. They were delivered to me in a ripped bag from shipment, but was largely ok. There were no other notices on the packaging. I received a notice in the mail today that I owe $69.76 in customs taxes. I did not ever agree to pay customs taxes, nor did I agree to pay a $6.50 deferral fee. Had I known the customs taxes were going to be so high I would have refused the package. To me, the failure to notify me of impending customs duty is a bait and switch and I shouldn't have to pay these extra charges which should have been collected at delivery. I've purchased things from abroad before and the carrier has always held it until the proper taxes have been paid, and I certainly didn't authorize DHL to just leave the package and bill me later.

I also think the valuation of the package is incorrect. It was too high and inaccurate.Desired Settlement: I shouldn't have to pay the duty that was charged after the fact. Not being notified at the time of package delivery is a deceptive business practice.

Business

Response:

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 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. At this time, DHL cannot refund duties and taxes as those were not assessed by DHL but the government. Sincerely,[redacted]DHL Office of the President

Review: On June 10, 2013, I went to the DHL Office to mail a package with three phones, and two cases, which all together weighed 3.00 lbs. The lady behind the counter told me that if I paid with cash it would cost more than if I paid with a credit card, which made the cost $96.51. That was all that was discussed with me.

A few days later, when my son went to retrieve the package, he was told that he needed to pay 18,000 Haiti Gourde (HTG), which converted to approximately more than $400.00. I was never told that I would have to pay additional taxes when the package reached Haitian soil. I was never made aware of this until my son called me, and I called DHL customer service and they told me that when the package reached Haiti, there would be additional taxes.

I told them that I couldn’t afford to pay that much more money on top of what I’d already paid, so I asked them to ship it back to me. When I went to the DHL Office to retrieve my package, and I held it in my hands. It felt lighter than before, so I decided that it was better for me to open while still at the DHL Office. Upon first opening the package, it was clear that there was only one phone. So I asked for the supervisor, and when I explained my case he told me that he couldn’t help me, but called customer service for me.

When I spoke to customer service they told me to file a claim, and to send my request in to the claim department. At which point I was told to wait 14 days for my request to be processed. After fourteen days I received an e-mail telling me that I would receive the shipping money, $130.17 in a check, and in the e-mail there was an attachment containing DHL’s Liability per DHL’s Terms and Conditions of carriage. In the e-mail, there was no mention of my phone, or continuing efforts to retrieve them.Desired Settlement: I think their responsibility is to send me back a refund of the lost phones.

Business

Response:

September 30, 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. 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 do a onetime goodwill gesture of $96.15USD. Please have our customer respond and to provide his full name and mailing address.

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

Sincerely,

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. My current address is [redacted]. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I have had many mishaps with this delivery service. They have delivered my packages to wrong locations, lost packages, etc. I have had the honest customer call me to say they have my package. This company does not care about its customers or the drivers do not know what they are doing, but packages are constantly lost. I have ordered from many vendors and my packages constantly lost by this delivery service.

Review: I made a purchase through Groupon for an offer they had available ($5.00 for 5 wall calendars through [redacted]) I followed the instructions and got the final product made and ordered. [redacted] uses DHL Express for delivery of their products. I used one Groupon voucher at first and for some reason missed the delivery attempt I called them and they assured me they would try again the next day. The next day came and I arranged to make sure I was home for the delivery. 7:00pm (EST) arrived and I was preparing my 5 month old special needs son and my family for our evening getting ready for bed routine. I FINALLY got my son to sleep after approximately an hour of trying. 9:00pm while my son is asleep on me and my wife and I are getting our last meal of the day in, we get a loud obnoxious banging on my front door. It was the DHL Driver. Due to his unnecessary banging on my door, my son was woke up. At a later date, I then purchased 3 more of the groupon offers, utilizing 2 of the 3 I reordered my original product to match the needs and requirements of the voucher. I recieved my shipping info and awaited today. I made myself available for delivery all day. At approximately 2:05pm EST I receive a text message the delivery attempt was made and unsuccessful. I then immediately contact DHL customer service where the rep was VERY unhelpful and then asking for a manager, where she too was VERY unhelpful I was informed that there is nothing that can be done to deliver my product today. I am sitting within 25 feet of my front door where I have been since early this morning. having my son nap on my couch to assure I wouldn't miss the knock. I was told that I cant even pick up my package because by the time the truck got back to the wearhouse it would be closed for pick up and that the station would NOT resend the driver today the best they could do was attempt again tomorrow. I wont be home tomorrow as my special needs son has appointments all day.Desired Settlement: Id like my package delivered and at a reasonable time. Id like the drivers to knock on my door (or better yet USE MY DOOR BELL) with some respect and consideration and Id like the customer service department to be a little more helpful in trying to resolve this matter.

Business

Response:

February 9, 2016 Revdex.com 4428 North 12th Street Phoenix, AZ 85014 RE: Complaint ID [redacted] – [redacted] DHL appreciates being given the opportunity to research and address our customer's concerns. We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL Waybill [redacted] Your experience was certainly not indicative of the high service standards our customers deserve and expect. Our Management Team in the Rochester area have been contacted for assistance with redelivering your shipment. I can assure you that we will review this matter internally to prevent these types of situations in the future. We always seek areas of opportunity to improve our customer experience and thank you for bringing this to our attention. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Daniela D. M[redacted] DHL Office of the President

I will never use DHL again. I only used this because the company in China only gave me this option. DHL is unbelievably terrible and a poor excuse for a delivery company! Use UPS!

A package was to be delivered today. The slip was signed and left on the door (in fact it has been on the door for 2 days). I called DHL this afternoon to track the package for it's pending delivery scheduled for today. Unfortunately I had an incorrect number. When I called, they said that they HAD to have that number and that there is no other way to look up a package. Seriously? You are a package delivery company! There has to be another way. I know that there is, because 2 days ago I had the same problem when I set up today's delivery and the gentleman found the package based on the zip code. Apparently today the employee and shift manager aren't trained on alternate tracking practices.

I finally located the correct number and called them back. They said that the driver was there at 11:38am. I said no he wasn't because I was here at 11:38 this morning and he wasn't here. It's interesting that there wasn't another note saying that he had been buy..don't you think? They did contact the driver (surprised they knew how to contact him) and they said he would try again. Before I hung up, I told the lady at the distribution center in Denver to make sure he actually comes to the door to make a successful delivery...afterall they are a delivery company!

Review: A bout a month ago I ordered some items through a website that shipped through DHL. I paid extra to have the items arrive within 7-8 days, but these items never arrived. After looking at the DHL tracking assistance I noticed that my package have been eventually shipped to [redacted] after about 10 days, after that it stayed in [redacted] for about two weeks and I was told by a notice on the tracking assistance to call DHL to confirm my address. I confirmed address with DHL and expected the package to arrive later on in the following weeks, but it never did. So on the 29th of January 2014, I again checked with DHL tracking assistance to see where my package was. Their tracking assistant said that they had delivered the package in that I had signed for it but this is not possible because I was not home during the time that they said they delivered the package. I called DHL express's customer service line to inquire on where my package maybe and as soon as I had explained my situation to the customer service representative she placed me on hold. I was on hold for extended amount of time and The customer service representative told me that in fact my package had never been delivered so I asked her why it said that I had signed for it and not the package has been delivered, she told me she wasn't sure. Next I asked her where the package was, again she said she didn't know. She said that they had used a third party to deliver the package to [redacted] because they did not have any hubs up north, I told her okay, where can I go to pick up the package. And she told me that she did not know because she did not know which third-party was giving the package to deliver to me. I asked her why they didn't know and she just said that they were not given that information, which sounds a little bit ridiculous to me. I don't understand how you can give someone you don't know, and have no record of anything to deliver.. After this conversation I asked the representative if I should just expect the package never to arrive she replied by saying yes and that she was sorry. She gave no explanation as to why they didn't know where the package was or who they had given it to her why it stayed in [redacted] for two weeks without moving. The representative was extremely nice but all in all the service was terrible and ridiculous for any business to run this way, I don't know how you could tell someone they should expect something never to arrive, and this is the worst service I've ever received from any company in my entire life.Desired Settlement: My desired outcome is I would like a phone call from someone in the company explaining why this happened, how this happened, and how they are going to prevent it later on. I would like the package to be found and delivered to my address, I would also like a refund of my shipping charges every cent. I do not want any other compensation from DHL because it isn't probably worth much.

Business

Response:

February 05, 2014 Revdex.com [redacted]RE: Complaint ID [redacted] – [redacted]DHL appreciates being given the opportunity to research and address our customer's concerns. DHL has reviewed this matter with the local management team and has take appropriate action to prevent this from happening in the future. Delivery arrangements have been made for Saturday February 08, 2014 according to our customer’s request. The address that this shipment was originally mailed to is our customer’s old address. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Should you have any questions or comments, do not hesitate to contact me. Sincerely, [redacted]DHL Office of the President