DHL Express

February 1, 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.   Ms. P[redacted], from our billing team, has contacted Ms. [redacted] for resolution. Ms. [redacted] advised DHL that her boss said that everything was ok. Ms. P[redacted] advised Ms. [redacted] to contact her if there are any further issues.   Once again please extend our sincere apologies to our customer regarding this unfortunate incident.   Sincerely,   Tara G[redacted] DHL Office of the President

November 27,
2015RevDex.com 4428 North 12th Street Phoenix, AZ 85014Complaint ID [redacted]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 assessed by the US 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.  Should you
have any questions or comments, do not hesitate to contact me. Sincerely,[redacted]DHL Office of
the President

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 your 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.  Once again please extend our sincere apologies to our customer for any inconvenience. Sincerely,[redacted]DHL Office of the President

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

This 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.

DHL appreciates being given the opportunity to research and address our customer's concerns regarding shipment number [redacted].Our records indicate that the shipment was placed on hold by [redacted] for a formal entry. This government agency did request...

additional information before the entry could be completed. Our customer was unable to provide all of the information requested within the allowed time frame of 10 days after arrival in the US.The deadline was reached and customs ordered the shipment to be returned to origin. The return tracking number [redacted] was returned to the sender on April 6th 2015 and was signed for by Mr. [redacted]. Our customer would need to contact the sender directly to request any refund that may be due since the sender holds the claim rights with DHL.Once again DHL appreciates the opportunity to research and address our customer’s concerns. Sincerely,[redacted]DHL Office of the President

February 28, 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]    Local DHL Management was provided all the details regarding the delivery issues.  They will thoroughly review this with the personnel involved and appropriate action will be taken to prevent this in the future. They have also reached out to our customer directly to discuss the options for returning the package to the sender.  Our customer has their direct phone number to contact if additional assistance is needed.   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,   Michelle T[redacted] DHL Office of the President

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.
Regards,
[redacted]

June 2, 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.   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 Warehouse paid DHL directly with their account number. Therefore, the customer, [redacted], paid the shipper directly.   In addition, please note that DHL UK has an active claim in progress.   Once again please extend our sincere apologies to our customer regarding this unfortunate incident.     Sincerely,   Mark L[redacted] DHL Office of the President

Thank you for the reply.  My complaint pertains to what I had already been told by a DHL representative that the claim would not be paid because of inclement weather.  There was no weather problems in Minnesota on the day of delivery aside from light rain.  Tracking showed the package in Minnesota and on the truck for delivery on the morning of the scheduled delivery. I also provided tracking information from [redacted] who delivered us packages on the same day.  I would ask the Revdex.com to leave this case open until DHL makes a final decision on this claim. Thank you.[redacted]

DHL appreciates being given the opportunity to research and address our customer's concerns.  We sincerely apologize for the service issues involved with this shipment (#[redacted]).DHL has researched this matter.  We appreciate the feedback and have brought this...

to the attention of our 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 customer has initiated a claim that is still pending, however is being actively worked by the claims team.  Once all details are reviewed, the claims group will reach out to the customer regarding theresolution.DHL in good faith is attempting to resolve this situation for our customer within our standard procedures.  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 incurred with DHL. We have researched our customer’s concerns regarding the delayed delivery and the request for a...

refund for the inconvenience caused. Local DHL Management was provided all the details regarding the delivery issue and has researched with the driver.  The shipping costs of this shipment were paid for by the shipper, and billed to the shipper’s account in China. Our customer would need to contact their shipper and request a refund of the shipping costs, as they hold the rights to the shipment. Unfortunately, per DHL’s Terms and Conditions of Carriage, DHL does not reimburse for consequential losses.Once again DHL would like to apologize for the service issues involved.Sincerely,[redacted]DHL ExecutiveResponse and Customer Care

December 30, 2016     Revdex.com 1010 East Missouri Ave. Phoenix, AZ 85014 RE: [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 our research department is currently working on this issue for our customer.  Local DHL Management was provided all the details regarding the customer’s feedback and confirmed that the package was properly delivered to the address on the shipping label.  If our customer is unable to locate the package they will need to reach out to their shipper regarding any refund or replacement.   DHL conducts business in accordance with its Terms and Conditions of Carriage and these Terms and Conditions govern all of the 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.  In this case, the claim rights belong to the shipper in the United Kingdom  as they contracted with DHL to carry the goods.   Once again DHL would like to apologize for the service issues involved.      Sincerely,     John G[redacted] DHL Office of the President

Thank you Mr. Mark L[redacted].While I appreciate your response, it has already been 15 days since the incident, and I still have not received an update or a resolution from DHL.Until a proper resolution is offered - either the missing package is found and delivered or the cost of the product refunded, I do not accept the response to resolve the complaint.

RE: Complaint ID [redacted] – [redacted]DHL appreciates being given the opportunity to research and address our customer's concerns regarding shipment number [redacted]. We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL.Local DHL Management...

was provided all the details regarding the incorrect delivery and they have recovered the shipment from the incorrect location.  The shipment was correctly delivered on April 28 at 5:57pm, signed for by *. [redacted].This experience was certainly not indicative of the high service standards our customers deserve and expect.  I can assure you that we have reviewed 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 our customer for bringing this to our attention.Sincerely,[redacted]DHL Office of the President

May 24, 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.   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

June 11, 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.   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, Michelle T[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 does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
They are lying. They did in fact send a letter after I sent them a registered letter. We do not owe them we understand them fully. They are just trying to get us to pay them for what we already told them and Wayne told me to trust him and it would not be thr pump. Then he sent his worker and tried to charge us 400 dollars for what we already told him. So we will be taking them to court as we see they are not an honest company. And will never call there for service again.

August 29, 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.   All emails at DHL Express are highly protected.  Our customer also has the option of calling one of our customer contact agents or a representative at main US call center to provide the information by phone.  Once received, we create an importer specific Customer Master File where the number is turned into code. We do not require the information a second time (as long as the information matches what is provided on the invoice), as it is protected in our Customs database.   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. We sincerely apologize for the delivery service issues our customer recently incurred with DHL. We have researched our customers concern and at this time we have determined...

that delivery occurred on April 20, 2015 at 1:31pm.Regretfully, we understand that our customer is not in possession of the shipment.  Please know that DHL has conducted a follow up investigation with the delivery courier and can assure you that we have reviewed 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. We kindly ask our customer to contact the shipper for a replacement item and/or file a loss claim for the shipment.  We have alerted DHL Hong Kong with the details surrounding this situation and have asked that they contact the shipper to explain the details regarding this matter. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely,[redacted]DHL Office of the President