DHL Express

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

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

April 26, 2017 Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014   DHL appreciates being given the opportunity to address your concerns. We sincerely apologize for the frustrations our customer encountered regarding the shipping experience. The shipment is being returned to [redacted] via tracking number [redacted]. The estimated delivery date is for April 28th pending customs clearance. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Shelby R[redacted] DHL Office of the President

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.

[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,
[redacted]

[redacted]
Revdex.com:
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,
[redacted]

March 7, 2017   Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014   RE: Complaint ID # [redacted] – Mr. [redacted]   DHL again appreciates being given the opportunity to address the concerns. Every matter of this nature is taken very seriously and investigated thoroughly to ensure corrective measures are taken to avoid future instances.   DHL’s contractual obligation is with the shipper. Unfortunately we are unable to extend a refund to Mr. Meinhardt directly and would suggest that he contact the Shipper of the goods to request his money to be refunded.   Please extend our sincere apologies once again to our customer regarding this unfortunate incident.       Sincerely,   Ken Bu[redacted] DHL Office of the President

Revdex.com:
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.
No I am not happy simply because they refund the shipping payment but not they buyers part of having to wait for a product that didn't get to us on the date they said it would and I had to make my customer wait a week longer which resulted to losing my customer and know when upon receiving the product it did not work properly. So no I am absolutely appalled by this and I want my money back! This is not right nor is it good business atheics!
Regards,
[redacted]

October 2, 2017   Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014
[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]   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. This goes in accordance with our Terms and Conditions in which the shipper is agreeing to upon completing the waybill for the shipment.   We are showing that [redacted] paid DHL directly with their account number. Therefore, the customer, Carol Barone, paid the shipper directly.   In addition, please note that DHL China is currently proceeding with their investigation.   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. 
On behalf of DHL Express, please extend our sincere apologies for any inconvenience. This experience was certainly not indicative of the high service standards our customers deserve and expect.  
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 DHL would like to apologize for the service issues involved. 
Sincerely,
[redacted]
DHL Office of the President

February 26, 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.   Please advise our customer that tracking number [redacted] was sent with another business unit, DHL Global Mail and further details should be addressed by them directly. I have contacted Management within DHL Global Mail/eCommerce and will ensure that someone follows up with the customer as soon as possible.   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,   Daniela D. M[redacted] DHL Office of the President

Revdex.com: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.Still no resolution, they've requested a copy of the check. Which I'll have to verify with my bank. Due to my business traveling I won't be in the office until the end of the week. I've never encountered this problem with the other carriers.Regards,[redacted]

April 21, 2017   Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014   RE: Complaint ID #[redacted] – [redacted] DHL appreciates being given the opportunity to address your concerns. Every matter of this nature is taken very seriously and investigated thoroughly to ensure...

corrective measures are taken to avoid future instances. Through our investigation it has been determined there was a handling error on the side of our courier which caused a delay in delivery of Ms. [redacted] package. Reviewing the case further it was advised by Ms. [redacted] the courier successfully delivered the package to her work address on April 19th. Once again please extend our sincere apologies to our customer regarding this unfortunate incident.  Sincerely, Mark L[redacted] DHL Office of the President

May 24, 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 received our customers request for reimbursement.  DHL conducts business in accordance with its Terms and Conditions of Carriage. These Terms and Conditions govern all of the shipments that travel through our network.  Unfortunately, consequential damages for lost revenue, travel expenses or time off work are not covered.   Once again please extend our sincere apologies to our customer regarding this unfortunate incident.     Sincerely,   Mark L[redacted] DHL Office of the President

Revdex.com:
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 tracking number is  [redacted]. I have received the package as of 11/29/14 at 3pm. The night before the night shift manager asured me that if he could not get it to me that day 11/28 I would get it the next day by 12pm which did not happen. When I called the next day after 12pm he told the asking manager "I must have been mistaken" and that the package would not get to me by then. So this is the icing on the ccake with the lies from your company. To top everything off that happened the day before, he had a very insulting attitude and assured me that his driver(just by his drivers word)  did in fact come when I know that he did nothing of the sort. Thank you for insulting me one last time. What is your resolution to this ongoing issue with dishonesty and failure to deliver on time now twice.....
Regards,
[redacted]

June 5, 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.   The shipment was delayed due to security and customs inspections in China and in the US. Once the shipment had completed its inspections and arrived at the destination facility it was placed out for delivery.  Section J.6 of our Service Guarantee states that the guarantee does not apply to late delivery due to causes beyond DHL's control including, without limitation (i) customs delays.   Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely,   Mark L[redacted] DHL Office of the President

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

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 records indicate that the...

shipment was delivered to the intended recipient on October 4th at 11:07.  We have reviewed this shipment, and I currently do see that the Service claim was approved for the amount of $291.27.  As a gratuitous, I would like to offer the customer an additional goodwill voucher of $50.00 to use towards the cost of a future 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 DHL would like to apologize for the service issues involved.
Sincerely,
[redacted]
DHL Office of the President

January 27, 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.  Please have Ms. [redacted] reach out to our Billing team at...

[redacted] and ask for Ms.Kari P[redacted]. Ms. P[redacted] will further assist Ms. [redacted] with her billing dispute to provide resolution.  Once again please extend our sincere apologies to our customer regarding this unfortunate incident.  Sincerely, Tara G[redacted]DHL Office of the President

Mr. L[redacted]s non-substantive response only re-enforces the original complaint, and further demonstrates DHL's complete lack of concern for its customer.  The original complaint was that DHL failed to deliver the package, failed to take the signed signature card from the door (where DHL claims the package was delivered), and was offered indisputable evidence in the form of video footage from the security camera, which DHL declined to review. DHL's response to this complaint is simply "the package was left at his apartment door, unit #210", as though Mr. L[redacted] didn't even read my original complaint.   If DHL actually delivered the package, why didn't the driver take the signature card from the door?  If DHL can show me the signed signature card or any evidence they actually delivered the package, this would satisfy my complaint.  DHL will not be able to provide any such evidence because I still have the signature card in my possession, and I have reviewed the security footage and know with 100% certainty that the driver did not enter or leave the building within 30 minutes of delivering the package.Mr L[redacted] also responds "Under DHL policy the rights and responsibility for cargo claims belong to one of two parties: the shipper or the Bill To account holder.  In this case, the claim rights belong to your shipper in China as they contracted with DHL to carry the goods. You will need to contact your shipper regarding and refund or replacement. "  Obviously Mr. L[redacted] should work on his copy-and-paste skills because my package didn't even come from China.  The shipper is from the Czech Republic, as Mr. L[redacted] would know if he actually looked it up.  And if Mr. L[redacted] had read my original complaint, he would know that I already did contact the shipper to file the claim, DHL has spoken to the shipper about this, and DHL rejected the shipper's claim.  All very embarrassing for DHL.  Regards,Jason