DHL Express

Review: DHL has denied my claim for failure to provide the service they promised saying I did not file a dispute in time. I repeatedly tried to contact DHL to dispute my bill within their time frame for entering a dispute. I was not able to dispute it online. Their system said I did not have the proper authority . I called and emailed my DHL representative, Clement A[redacted] numerous times within the 30-days and emailed Erica C[redacted]from DHL as soon as she contacted me on 11/24/15. Erica did not respond until 12/28/15. At first Clement said he was trying to help but once he admitted his mistake he stopped returning my calls. It is not my fault that an "official" dispute was not filed in time. I filled out the shipping paperwork at Clement's direction and he assured me that the package would arrive within a week. He even called me to tell me it had arrived in [redacted]nitially. At that time he did not inform me that I needed to find a third-party agent to clear the package through customs. I finally called DHL's 800 number. Even then it was only on the SECOND call to the 800 number that anyone told me that DHL was not authorized to clear personal effects in [redacted] and that I would have to hire a third-party agent. They couldn't even provide me with a list of agents. All they told me to do was call DHL [redacted] which was no use. The package was never delivered as promised to [redacted] I finally got someone to send me a dispute form and did file it within 30-days of my 17 year old daughter going to [redacted] and getting it. She had to make two trips to get the package.Desired Settlement: I was assured by my DHL rep, Clement that I would not be billed until the package was delivered to my daughter in [redacted] It never was delivered to [redacted] AND DHL billed me even though the package was still in customs. All through no fault of my own. I did everything as directed by Clement A[redacted] I would like DHL to credit the $134.97 shipping charge. It cost me $150 in customs storage fees, the cost of two trips from [redacted] to [redacted] with time missed from school and other activities and many emails and phone calls to finally get the package released from [redacted] customs. I would also like DHL to train their so called "experts" as Clement called himself so issues like this do not happen to other people.

Business

Response:

January 17, 2016

Revdex.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 DHL Sales representative, Clement A[redacted] at [redacted] ext. 4[redacted] to further discuss her refund request with reference to shipment number [redacted]. Our records indicate that Clement A[redacted] is working on this issue for resolution for the customer.

Once again DHL appreciates the opportunity to research and address our customer’s concerns.

Sincerely,

Tara G[redacted]

DHL Office of the President

Review: DHL wrongfully charged me duty charges and even though I provided the proof of return as they asked, they didn't withdraw charges, instead they forwarded it to collection agency.

I purchased item on March 19 on Internet shop [redacted] located in France, it was delivered by DHL. when I received the item I found it was damaged and returned it on March 30 using seller's prepaid label ([redacted]) . On march 28 I received a bill from DHL for custom duties for $93.35 (invoice # [redacted]). I immediately called DHL and informed them that item was returned and asked to cancel duty charges. DHL representative on the phone told me to send proof of return to email address [redacted]

which I did right away on April 2 (copy of email can be provided). Here are the links for the proof of return that I included in email

1) return shipping label provided by the seller (not to be disclosed here)

2) tracking for this return [redacted]) picture of the package

Today on June 9, I got a letter from collection agency for the unpaid bill from DHL for $93.35 due May 30 for DHL duties.

Why didn't DHL do anything about cancelling duty charges even though all the required proof was timely provided? Instead they forwarded it to collection agency [redacted]. I have horrible experience with DHL, it's not the first time they try to wrongfully collect duties, in previous case they charged duties on imported loose gemstones which is against US custom regulation, and after one month of calling and emailing I managed to solve it.

This time I'm ready to go to court, it's unbelievable how they handle duty billing.Desired Settlement: DHL has to look at the proof of return that I provided to them and withdraw duty charges for returned item. Immediately they should contact collection agency [redacted] and withdraw their claim. As well all information submitted to credit ratings agencies should be reversed. They need to send me confirmation emails about it. Also they owe me an apology for this misconduct and potential damage of my credit rating.

Business

Response:

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

DHL has reviewed this matter with the local billing management team and has taken appropriate action to prevent this from happening in the future. We filed dispute # [redacted] to have the charges credited and also notified [redacted] to cease all collections with our customer.

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,

Review: I was on a business trip in Frankfurt Germany and decided to mail a package to Finland. I saw the DHL sign at the airport and decided to post using DHL service. I requested the fastest delivery and told the DHL lady who spoke English to help me fill the form since it was all in German. She showed me how to fill it and I was charged 67.80 Euro for 2 day service. I took my flight and came back to the United States. Two days later, the package arrived at my door. I was so frustrated and called customer service for help. They hung up on me several times and told me I had to pay to mail the package to Finland. Also, they said the package was mailed from Finland to me. The agents will not even listen to me. All they kept asking was for me to pay to have it shipped to Finland. I received no help. I was frustrated to a point were I went to [redacted] and mailed my package. The tracking number was [redacted]. In fact everything is in German. If that is not the correct tracking number, please try [redacted]Desired Settlement: I need a refund of my money or free International shipment of my next package.

Business

Response:

March 01, 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:

· Receipt for the charges that were paid for international shipping.

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 setup an account with DHL to do all my international shipping. They give me a spread sheet that supposedly has all my discounted shipping rates to every country they are willing to deliver for me. After I integrate all their shipping rates with my website for my customers to get an accurate cost on their shipping, they charge me almost $30-$40 extra when I make the shipping labels with there company. Not only that, on my first package out, I pay extra to have the package signed for by the person's name on the shipping label to confirmed they actually received the package. About a month later, I have a charge-back from credit card company stating the customer never received any package from my company or from DHL. I return asked DHL for confirmation on delivering the package, it's not that they didn't get confirmation, they just delivered a $500 package and just let anybody sign for it. So in the end I lost out on merchandise at a $500 value and the overcharged me on the shipping, and had the nerve to turn it in to collections for nonpayment.Desired Settlement: Refund on my deliver fee and I want them to uphold the cost they gave me when I started my account with them. I still have the spreadsheet on file and I know they do as well, because I spoke with my DHL agent recently and he quoted back to me the pricing that was on the spreadsheet. And since they sent me account to collections for nonpayment I want a full refund on the merchandise they sent to whoever they sent it to with the wrong signature confirmation.

Business

Response:

October 18,2014 BetterBusiness Bureau [redacted]RE: Complaint ID#: [redacted]

DHLappreciates being given the opportunity to research and address our customer'sconcerns. Please adviseour customer that further details are needed in order to provide resolution. Thedetails needed may include but are not limited to: · DHLtracking number Upon receiptof more information, DHL can proceed accordingly with this complaint. Once againplease extend our sincere apologies to our customer regarding this unfortunateincident. Should you have any questions or comments, do not hesitate to contactme. Sincerely,

[redacted]rDHL Office ofthe 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,

Review: The service of DHL is super bad and absurd. It has been more than a week for me to get my package which is usually only take 3 days. Once they come, they never try to contact me and leave any notice on my front door but just go away. All the updates will take more than 24 hours to affect, and they never work in weekend. I called them again and again, nobody can tell me how to get my package but just tell me I have to wait till the morning. Even though I asked them to help me put a note to leave my stuff at front door, they are proved they did not do that for me. I feel so hard to bear these courier again and again... I am just wondering If the package service cannot be done in time, why should we pay for a high price and wait endlessly. my stuffs are stored in DHL storage even longer than on its way. They never attempt to contact with consumer even they claim they did...

Last Thursday when I firstly talk to DHL representativeS, they refuse to solve my problem but keep telling me my status will update automatically and I can definitely get my stuff after weekend. However, this has been proved as a joke too. And they never give me any other possible option to help me get my parcel faster. Yesterday they delayed my package again, which is so important and make people frustrating, but they are never punished. It is really unfair and unsatisfied.Desired Settlement: an official apologize rather than apologize in phone

Business

Response:

February 3 2016 Revdex.com 4428 North 12th Street Phoenix, AZ 85014 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, Mark L[redacted] DHL Office of the President

Consumer

Response:

My tracking number is [redacted], which has been delivered yesterday! I file this complaint just wanna make sure I won't meet this kind of situation again...Even though I know DHL must have many packages to deal with everyday. However, I don't think they put enough effort to make sure everybody get their stuff on time.

Business

Response:

February 5 2016 Revdex.com 4428 North 12th Street Phoenix, AZ 85014 Case Number - [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. Please let Huang He know that DHL will investigate this matter internally to prevent these types of situations in the future. Also please be advised the experience was certainly not indicative of the high service standards our customers deserve and expect. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Mark L[redacted] DHL Office of the President

Review: I sent a package through DHL on Wednesday, October 21st from Chicago,IL to Albania,Tirana. The package was supposed to be delivered on Friday ,October 23rd. It never made it on Friday. I paid $119 expecting it will be delivered on time. The shipment arrived at incorrect destination and to be more comprehensive at a different continent. The package was processed for clearance at Delhi, India on Saturday October 24th and as of today Monday ,2nd of November 2015 is still at Delhi,India waiting to be send at the correct destination. I called DHL numerous times. Spoke to different DHL representatives and supervisors and noone seem to know what is going on and why the package is not redirected yet to the correct destination. Furthermore on the 31st of October DHL updated the shipment status as "sent to correct location". That was once again misleading and untrue as the following Monday, 2nd of November DHL has told me the package is still in Delhi, India and was not sent to correct destination for unknown reasons. The package contains important legal documentation meant for the US Embassy in Albania with confidential personal information and was extremely urgent to make it to Albania by 23rd of October. A family of four is dependent on the contents of this package and the frustration of not delivering it on time is immense. This is completely unacceptable and beyond disappointing .DHL has not only angered me but also put other people live's in distress. My whole experience with DHL is very unpleasant and I would never use them again or recommend their services. I am utterly disappointed with DHL's customer service and deeply regret investing my money, time and nerves on a company that obviously does not know how to do business.Desired Settlement: Compensation for my nerves ,invested time and money. Delivering the shipment if they are competent enough to know where Europe is on the map and apologizing to my relatives for the distress and worry they have caused.