DHL Express

September 6, 2016   Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014   RE: Complaint ID # [redacted] – [redacted] Once again, DHL appreciates being given the opportunity to research and address our customer's concerns. Below is a recap of the events surrounding his shipment (DHL AWB #[redacted]):   The shipment was dropped off at The UPS Store #2105 (DHL Authorized Shipping Center) on January 19, 2016 and the DASC used their DHL account to pay DHL for the shipment. Shipment was tendered to DHL on January 19, 2016 and it arrived in Addis Ababa, Ethiopia on January 22, 2016.  It was subsequently stopped by Customs for inspection and held awaiting a required import license that the receiver was unable / unwilling to obtain from the government. The shipment was transferred to a Customs warehouse on February 21, 2016 when it had not been cleared. Four separate requests for assistance were opened by Mr. [redacted] (January 30th, February 8th, April 12th, and April 25th).  On each, Mr. [redacted] had requested that the package be returned and that he be refunded. He was repeatedly advised what documents and information would be necessary to properly request the return of the package from Ethiopian Customs but no documentation was received and each time the files were closed. On May 18, 2016 Mr. [redacted] called claiming that the documents were sent but not to the agent working the file. He then hung up and no further assistance was requested.   DHL conducts business in accordance with its Terms and Conditions of Carriage which govern all of the shipments that travel through our network. In this case, the claim rights belong to The UPS Store as they contracted with DHL to carry the goods.   Once again please extend our sincere apologies to our customer regarding this unfortunate incident.   Sincerely,   Daniela M[redacted] DHL Office of the President

June 7, 2016 Revdex.com 4428 North 12th Street Phoenix, AZ 85014
[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,   Jennifer B[redacted] DHL Office of the President

October 26,
2015RevDex.com 4428 North
12th Street Phoenix, AZ
85014
[redacted] DHL sincerely
apologizes for the delivery service issues our customer experienced. The matter
has been thoroughly reviewed based on the feedback provided by the customer and
appropriate action has been taken to prevent such occurrences in the future.With regard
to compensation, the DHL Terms and Conditions of Carriage govern all shipments
that travel through our network.  Under
DHL policy, the rights and responsibility for cargo claims belong to one of two
parties: the shipper or the Bill To account holder.  The shipping costs for this package were paid
to DHL by the shipper using the shipper’s account in Hong Kong.  Our customer would need to contact their shipper
to request a refund of the shipping costs, as the shipper is the one who
contracted with DHL to carry the goods.  Once again DHL
would like to apologize for the service issues involved.Sincerely,
[redacted]DHL Executive Response and
Customer Care

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

September 19th, 2017   Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014   RE: Complaint ID # [redacted] DHL appreciates being given the opportunity to research and address our customer's concerns.   I have contacted management within DHL India and will have someone follow up with you to discuss the details.   Once again please extend our sincere apologies to our customer regarding this unfortunate incident.       Sincerely,   Shelby R[redacted] DHL Office of the President

DHL appreciates being given the opportunity to research and address our customer's concerns. Please note that DHL provides rate quotes based on the information that is provided to the customer service representative or entered on our website.  There may be additional charges...

based on the dimensions of the box, not on actual weight, because the amount of space the container occupies on the plane could be filled with heavier shipments.  The shipment is invoiced at whichever weight is the greatest.Our records show that the actual weight was 25lbs which would have been billed at around $205.00.  However the dimensional weight was greater than the actual weight and therefore the rate that was charged is for 105lbs at around $400.  I apologize for any difficulties which our customer may have experienced.  Once again please extend our sincere apologies to our customer for any inconvenience. Sincerely,[redacted]DHL Office of the President

March 3, 2016 Revdex.com 4428 North 12th Street Phoenix, AZ 85014 RE: Complaint ID [redacted]
DHL appreciates being given the opportunity to research and address our customer's concerns. We sincerely apologize for the delivery service issues our customer recently...

incurred with DHL. 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 vendor from whom they purchased the goods for any refund or replacement. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, John G[redacted] DHL Office of the President

July 7, 2016  Revdex.com 4428 North 12th Street Phoenix, AZ 85014 RE: Case # [redacted] – [redacted]  Please let me start by thanking you for taking the time to share your experience with us.   Upon investigation of Ms. [redacted]’s concerns it appears this...

shipment was billed to a 3rd party, InXpress, who has been contracted by Kawa Capital Management to ship their packages. The InXpress Support Office can be contacted at ###-###-####, for any assistance needed. We would like to suggest that Ms. [redacted] contact InXpress directly regarding compensation.  Please accept our sincere apologies for any inconvenience caused.  Every matter of this nature is taken very seriously and investigated thoroughly to ensure our customer’s receive a fair and reasonable outcome. Sincerely, Tara G[redacted]DHL Office of the President

Date Sent: 9/6/2017 5:13:46 PMThis is not an acceptance of the business' response but I am simply providing the information they asked for to look into the matter further. I cannot find another way to respond without clicking "Accept Business Response" which I want to make abundantly clear at...

present I do not.The tracking number they are asking for is as follows:[redacted]I look forward to hearing from them to see how they proceed.

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

would love to work it out with company, but I am skeptical! I already dealt with a supervisor looking for items that didn't call back when he said he would that dragged it ou 10 days or more, and I have also already filed a complaint through dhl express website and it was closed before the supervisor could get back to me!! but the email about claim was asking for receipt and obviously since I sent myself a package of souveniers from a mexican mercado there were no reciept for tequila decanter and the "hotel california" beer mug was and extra cost on food bill after drinking beer in it!! I feel that dhl express caused the mistake that caused my items to be stolen or dhl express employees stole my items. I reported incident to local police and after officer examined the box that had been opened and retaped by dhl and then opened and retaped over that so either scenario could be true but after he spoke with person who signed and opened package at wrong address the officer feels it was dhl employees! so i'd truely like to work it out but the mistake was theirs and they should fix it by making me whole and paying for my missing items. the tracking or waybill # [redacted]

May 18, 2017   Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014   RE: Complaint ID # [redacted]  DHL sincerely apologizes that the customer did not received her package.   With regard to compensation, the DHL Terms and Conditions of Carriage govern all shipments that travel through our network.  Under DHL policy, the rights and responsibility for cargo claims belong to one of two parties: the shipper or the bill to account holder.  The shipping costs for this package were paid to DHL by the shipper using the shipper’s account in China.  Our customer would need to contact their shipper to request a refund of the shipping costs or to file a claim for loss, as the shipper is the one who contracted with DHL to carry the goods.    Once again DHL would like to apologize for the service issues involved. Sincerely,   Mark L[redacted] DHL Office of the President

October 29th, 2016   Revdex.com 1010 E Missouri Ave Phoenix, AZ 85014   Complaint ID # [redacted] – [redacted] DHL appreciates being given the opportunity to research and address our customer's concerns.   Per my review the customer’s package is transiting through our eCommerce network with a scheduled delivery date of November 1st. Below is the contact information to our eCommerce customer service department who can best answer any questions regarding the status of the package:  Phone: 8[redacted] Website: [redacted]   Thank you for allowing DHL Express the opportunity to assist our customer regarding her eCommerce package.   Sincerely,   Mark L[redacted] DHL Office of the President

I appreciate the response from the business. Unfortunately, after submitting the original Revdex.com complaint, I contacted DHL several more times to attempt to resolve the issue. I have received conflicting information (depending on who I speak with) regarding what can and can't be done with the package.For example, I was initially told on Friday that the package could be routed to a different address. When I learned that the business could only deliver between 10am and 6pm EST, when I'm at work, I requested that they forward it to my wife's address. DHL then informed me that package is unable to be routed to a different address, contrary to what they told me originally.DHL also told me that they are unable to return to sender without permission from the business, and that if I requested to return to sender, the package might sit idly in the center, without ever being returned. It is unclear to me whether returning the sender would guarantee that the item is actually shipped back to the sender.If DHL can return the item to sender as soon as possible, and provide a tracking number showing that the item is in route to the sender, and is deliver the item back to the sender in a prompt and successful manner, I would be completely satisfied. Unfortunately, it is unclear to me what the business can or cannot do, and whether they are unable to guarantee their services.

July 9, 2016  Revdex.com  4428 North 12th Street Phoenix, AZ 85014 Case # [redacted] – [redacted]   DHL appreciates being given the opportunity to research and address our customer's concerns.   In order to complete the claim process, the bill to party, Postal Annex #[redacted] can contact our customer service department at ###-###-####. Our customer service team will assist in getting that process started.   Once again please extend our sincere apologies to our customer regarding this unfortunate incident.   Sincerely, Mark L[redacted]DHL Office of the President

November 12th 2016 Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014   RE: Complaint ID # [redacted] – [redacted] DHL appreciates being given the opportunity to research and address our customer's concerns. I would like to apologize to our customer for the...

inconvenience this has caused. Our team is currently looking into her concerns in regard to the reported missed pickups. Once the research has been completed an update will be provided.Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely,Mark L[redacted]DHL Office of the President

May 07, 2015Revdex.com 4428 North 12th Street Phoenix, AZ 85014RE: Complaint ID [redacted]DHL appreciates being given the opportunity to research and address our customer's concerns regarding AWB # [redacted].Please note that DHL conducts business...

in accordance with its Terms and Conditions of Carriage. These Terms and Conditions govern the shipment that is the subject of the request.  These Terms and Conditions are found on our website at the following link: [redacted]Weights and DimensionsTransportation charges for the shipment may be based on the greater of customer designated weight, the actual or dimensional weight or a default weight where appropriate. We may reweigh or measure any shipment at any time and make appropriate corrections on shipping and billing documents. If you fail to record the weight of the shipment on the waybill at time of tender, we may at our discretion apply a default weight.I apologize for any difficulties which our customer may have experienced.  We have issued a onetime goodwill credit bringing the amount owed to $94.16 in honor of the rate quote that was received.Once again please extend our sincere apologies to our customer for any inconvenience. Sincerely,Michelle T[redacted]DHL Office of the President

January 9, 2017   Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014 RE: Complaint ID # [redacted] – [redacted] DHL appreciates being given the opportunity to research and address our customer's concerns.   Once again please extend our sincere apologies to our customer regarding this unfortunate incident.   As DHL Hong Kong is still conducting their investigation for the claims process, we would be required to hold until that investigation is completed for the claim to proceed.   Please have the shipper, LOUISA P[redacted], contact their local DHL to obtain a progress report on the investigation and continuous updates. Once the investigation is complete, then the shipper will be able to file the claim for reimbursement with their local DHL.       Sincerely,   Daniela D. M[redacted] DHL Office of the President

December 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. On behalf of DHL’s CEO office, thank you for your inquiry regarding shipment #[redacted]. DHL has researched this matter; the shipment did encounter a one day delay due to a technical issue. For any further concerns we kindly ask our customer to contact the shipper directly.  The delay was an uncontrollable occurrence which is not covered under DHL’s terms and conditions. We do sincerely apologize for any inconvenience this may have caused. We do sincerely apologize for any inconvenience this may be causing. Sincerely,[redacted]DHL Office of the President

June 28, 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 (AWB # [redacted] is not showing up as a valid 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, Michelle T[redacted]DHL Office of the President