DHL Express

October 29, 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 Invoice number [redacted] Our records indicate that Invoice number [redacted] is for duty/tax payment on an inbound shipment sent to Mr. **. The invoice will need to paid as this was a charge assessed by US customs. I did confirm that the invoice was mailed on October 19th. I am sorry Mr. ** did not receive the invoice prior to the payment date. Maybe a delay was incurred via the local mail. Mr. ** may also contact our billing department directly at [redacted] if he would like to further inquire about this custom invoice. I have confirmed that the $11.00 is a DHL fee that is charged because DHL will pay the custom duty/tax fees upfront.  We will collect this fee later from the customer, which is why this charge is on the duty/tax bill the customer received. Once again DHL appreciates the opportunity to research and address our customer’s concerns. Sincerely,[redacted]DHL Office of the President

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

Their response is a lie. My invoice number for me paying Barlin delivery that billed for DHL is    [redacted] for $17.56My invoice number for [redacted] is       [redacted] for $24.00I paid for the shipping directly to the shipping company.

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 June 5, 2015 at 9:32 PM and was signed for by [redacted]. The Local Management Team has reached out to the customer to confirm the delivery and was advised there had been some misunderstanding regarding the delivery detailOnce again please extend our sincere apologies to our customer regarding this delivery issue. Sincerely,[redacted]DHL Office of the President

January 11, 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 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,   Mark L[redacted] DHL Office of the President

June 6, 2016     Revdex.com 4428 North 12th Street Phoenix, AZ 85014 RE: [redacted]- Case # [redacted]  DHL appreciates being given the opportunity to research and address our customer’s concerns.   We sincerely apologize for the frustrations our customer...

encountered regarding the shipping experience with DHL Waybill [redacted].   Local DHL Management was provided all the details regarding the delivery issue and subsequent interaction with station personnel.  Additionally, the Customer Service management team has been engaged to review this as well and I can assure you that appropriate action will be taken to prevent these issues in the future.   Under the DHL Terms and Conditions of Carriage, 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 for by the shipper, and billed to the shipper’s account in the United Kingdom.  Our customer would need to contact their shipper and request a refund of the shipping costs as they hold the rights to the shipment.    Once again DHL would like to apologize for the service issues involved.    Sincerely,John G[redacted] DHL Office of the President

February 1, 2017 Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014 RE: Complaint ID # [redacted] Once again, 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 our research department issued the documentation requested by our customer on January 23, 2017 and our customer has confirmed receipt of letter.Again, please extend our sincere apologies to our customer regarding this unfortunate incident.  Sincerely, John G[redacted]DHL Office of the President

Here is the information DHL wantedDHL eCommerce #: [redacted]Customer Confirmation: [redacted]Delivery by [redacted]: [redacted]DHL says it is Maryland, but [redacted] says it is in St. Louis awaiting item.  I had a similar issue with UPS Mail Innovations recently where they said our package was at our local post office waiting for us to pick it up.  Then when you look at the tracking information for [redacted] it says they never received it.  It ended up being that [redacted] was telling the truth and they never did receive it.  I had the company that I got the package from resend it again without using USP Mail Innovations.  This is basically the same thing happening again only this time it is with DHL and [redacted].  If [redacted] says that it is waiting for DHL to give it to them since October 27, 2016 4:51AM Central then I believe [redacted] and that tells me that the post office system does not have it which tells me it is los.What is DHL going to do to find it.

August 21, 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 request to re-bill the waybills provided has been...

completed under dispute [redacted].  The customer was notified this morning that this has been completed.   Once again please extend our sincere apologies to our customer regarding this unfortunate incident.   Sincerely,   Michelle T[redacted] DHL Office of the President

September 11th, 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.   We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL Waybill [redacted].  Our records indicate that this package was delivered on September 5th 2017 at 3:55 PM local time and left at the address per the shipper’s authorization. According to the initial Revdex.com complaint filed our customer is claiming non delivery of her package. In this case our customer may file a lost claim in the US rather than having to work directly with her vendor. Please go to the below link to complete the lost claim form. Please include your shipping charges and proof of payment. Also please include in the description of contents field ‘SDA Shipment’. This will alert the claims agent to the service opted by the shipper. [redacted]   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, Mark L[redacted] DHL Office of the President

I think its absolutely RIDICULOUS that they make empty apologies with absolutely NO resolution. Really? Here go and fill out another form in which will lead to nothing and so sorry? That's it? That's outrageous. I will not stop here, I will take this matter to the very end.  Nobody attempted to to do the right thing and try to locate my package. And on top of that, DHL STILL refuses to take responsibility and to handle the matter themselves in a quickly manner. Instead they make ME have to go through all of the hassle of filling out forms and contacting people, for what? For the same outcome I received when I spent 3 weeks contacting DHL? A message left on my phone stating 'we did all we could do and the matter is now closed'. Shame on you!

[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.]
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.and my DHL tracking number is [redacted]
Regards,
[redacted]

August 25, 2017   Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014   RE: Complaint ID 1[redacted] DHL appreciates being given the opportunity to research and address our customer's concerns.   Please advise our customer that further details are needed in...

order to provide resolution. The details needed may include but are not limited to:   ·       10-digit DHL Express 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,   Mark L[redacted] DHL Office of the President

DHL appreciates being given the opportunity to research and address our customer's concerns. DHL has researched this matter.  We appreciate the feedback and have brought this to the attention of our Local Management Team for review.  We will certainly use...

this information to improve our customer experience and have already taken steps to enhance our process.Our records indicate the shipment was delivered on December 24 at 5:49pm.Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely,[redacted]
[redacted]DHL Office ofthe President

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 14 at 6:18pm.Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely,[redacted]
[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 delivery service issues our customer recently incurred with DHL. Our records indicate that the claim for shipment number [redacted] &[redacted] was completed and a settlement was paid in compliance with our terms and conditions.  Our management team has carefully reviewed this request and the final decision remains as the original outcome.  Once again please extend our sincere apologies to our customer regarding this unfortunate incident.

December 9th, 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. 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 Express 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

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 receiptof...

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 ofthe President

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 customers experience.Our contractual obligation is with the bill to party, in this case [redacted]. Since the shipment was tendered and paid for at this location, 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

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.   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 Express 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,   Mark L[redacted] DHL Office of the President