June 5, 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. 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
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
February 23, 2017 Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014 RE: Complaint ID # [redacted] – Mr. [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. We have confirmed delivery was completed February 21, 2017. The shipper in Hong Kong has already begun an inquiry for a refund of the charges. Our customer will need to reach out to their shipper regarding the issue and any refund or replacement would come from the shipper. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Ken B[redacted] DHL Office of the President
November 23,
2015RevDex.com 4428 North 12th Street Phoenix, AZ 85014Complaint 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: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
June 2, 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] 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
Dear Revdex.com,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] The customer was advised what was needed in order to release the...
shipment; Customs in Peru was requesting documentation in order to release the shipment as it was medical goods. The customer has also brought this to the attention of our CEO. We have already addressed her concerns directly and consider this matter closed. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Shelby R[redacted]Executive Response and Social Customer Care
June 7, 2017 Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014 RE: Complaint ID # 12163349 – Sophia D DHL appreciates being given the opportunity to research and address our customer's concerns. DHL tracking number[redacted] Thank you for your recent request for a service refund of the above referenced shipment. DHL conducts business in accordance with its standard Service Guarantee. These conditions can be found at our website, www.dhl-usa. com. Per section J.6 of our Service Guarantee states that the guarantee does not apply to late delivery due to causes beyond DHL's control. customs delays, (ii) customs inspections (including non DHL broker delays). Our records show that the shipment was delivered late due to a delay in Customs. Based on the foregoing, your request for a refund has been declined. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Mark L[redacted] DHL Office of the President
June 5, 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. Per my review the expected date of delivery was listed for December 29, 2016. Our customer’s shipment was delayed due to security and customs inspections in China and the US. Your claim file was carefully reviewed by the DHL claims department supervisor, Robert Nielsen and per 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 was denied. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Mark L[redacted] DHL Office of the President
January 25, 2018 Revdex.com 1010 East Missouri Ave. 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] and any miscommunication that occurred. After review, our records indicate that the shipment was recalled by U.S. Customs and Border Protection ([redacted]) for a physical exam of the contents after it had arrived in our Dallas service center. These types of inspections are typically to ensure compliance with U.S. Trademark Regulations and do not require any additional paperwork from DHL Express. This situation is beyond DHL’s control. Once [redacted] released the shipment, it was returned to DHL Express and the delivery was completed on January 3, 2018. With regard to the request for a refund, 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 China as they contracted with DHL to carry the goods. The customer will need to contact the shipper and any refund would have to come from the shipper directly. Once again DHL would like to apologize for any inconvenience. Sincerely, John G[redacted] DHL Office of the President
We do not accept the response as we are the receiver the goods. We have paid for the shipment to the shipper. While one can appreciate DHL wanting to stand by terms and conditions which would be to the shipper, DHL an reimburse the shipper. But since we are not the shipper under the terms and conditions, we are still the damaged party. If not for DHL negligence, deception, and willfully misleading to us for an entire day, we would not have been damaged. After number phone calls and website updates, DHL did claim the delivery was guaranteed for delivery. If DHL wants to stand behind terms and conditions, as the receiver we never signed that agreement and not bound to those policies. We were damaged by the deception of DHL on the status of the delivery. Why would any party wait until 15 Minutes before midnight and 7 hours after the fact to offer the truth on the status of the parcel. A simple courtesy at anytime during the day or the next 7 hours, DHL could have corrected the oversight but instead chose to drive up air cost with deception. The Receiver of the Goods was the party damaged by adding additional many hours and support awaiting the shipment. DHL claimed their drivers delivery all hours of the night and the delivery was coming and to please wait. And we waited! While this may be a training issue fir DHL associates, the fact occurred with little to no regard to the time and resources of the receiver is egregious with complete lack of conscience to outcome of the guaranteed delivery. We expect to be remunerated for our undue expenses. Thank YouTim D[redacted]
Good Morning , This does not directly involve the US and our colleagues in India have been made aware of the situation. They attempted to make contact with the receiver multiple times to provide the necessary documentation to clear the shipment and did not receive a response. Please let me know if you have any questions. Kind Regards,
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.
The claim is not handled professionally. Recipient did not receive the package, and I have attached the chargeback from the recipient's credit card. The insurance I paid for to DHL is to protect me in case the package is not delivered. I do not know who signed the package, and it looks like it was delivered several time to different addresses (I did not authorize any address change). I request again that DHL properly address this loss. I am your customer, and you are responsible for packages I ship through you.
April 2, 2018 Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014 RE: Complaint ID # [redacted] [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 10 digit 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, Shelby R[redacted] DHL Office of the President
March 14, 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 4732434932. Local DHL Management will be contacting our customer to discuss arrangements to return the package back to the sender free of charge. 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
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 06/26/2015 at 1:05 pm. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, [redacted]DHL Office of the President
[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 11021575, 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]
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
Here is the information DHL wantedDHL eCommerce #: [redacted]Customer Confirmation: [redacted]Delivery by [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.
June 5, 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. 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
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
February 23, 2017 Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014 RE: Complaint ID # [redacted] – Mr. [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. We have confirmed delivery was completed February 21, 2017. The shipper in Hong Kong has already begun an inquiry for a refund of the charges. Our customer will need to reach out to their shipper regarding the issue and any refund or replacement would come from the shipper. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Ken B[redacted] DHL Office of the President
November 23,
2015RevDex.com 4428 North 12th Street Phoenix, AZ 85014Complaint 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: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
June 2, 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] 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
Dear Revdex.com,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] The customer was advised what was needed in order to release the...
shipment; Customs in Peru was requesting documentation in order to release the shipment as it was medical goods. The customer has also brought this to the attention of our CEO. We have already addressed her concerns directly and consider this matter closed. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Shelby R[redacted]Executive Response and Social Customer Care
June 7, 2017 Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014 RE: Complaint ID # 12163349 – Sophia D DHL appreciates being given the opportunity to research and address our customer's concerns. DHL tracking number[redacted] Thank you for your recent request for a service refund of the above referenced shipment. DHL conducts business in accordance with its standard Service Guarantee. These conditions can be found at our website, www.dhl-usa. com. Per section J.6 of our Service Guarantee states that the guarantee does not apply to late delivery due to causes beyond DHL's control. customs delays, (ii) customs inspections (including non DHL broker delays). Our records show that the shipment was delivered late due to a delay in Customs. Based on the foregoing, your request for a refund has been declined. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Mark L[redacted] DHL Office of the President
June 5, 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. Per my review the expected date of delivery was listed for December 29, 2016. Our customer’s shipment was delayed due to security and customs inspections in China and the US. Your claim file was carefully reviewed by the DHL claims department supervisor, Robert Nielsen and per 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 was denied. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Mark L[redacted] DHL Office of the President
January 25, 2018 Revdex.com 1010 East Missouri Ave. 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] and any miscommunication that occurred. After review, our records indicate that the shipment was recalled by U.S. Customs and Border Protection ([redacted]) for a physical exam of the contents after it had arrived in our Dallas service center. These types of inspections are typically to ensure compliance with U.S. Trademark Regulations and do not require any additional paperwork from DHL Express. This situation is beyond DHL’s control. Once [redacted] released the shipment, it was returned to DHL Express and the delivery was completed on January 3, 2018. With regard to the request for a refund, 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 China as they contracted with DHL to carry the goods. The customer will need to contact the shipper and any refund would have to come from the shipper directly. Once again DHL would like to apologize for any inconvenience. Sincerely, John G[redacted] DHL Office of the President
We do not accept the response as we are the receiver the goods. We have paid for the shipment to the shipper. While one can appreciate DHL wanting to stand by terms and conditions which would be to the shipper, DHL an reimburse the shipper. But since we are not the shipper under the terms and conditions, we are still the damaged party. If not for DHL negligence, deception, and willfully misleading to us for an entire day, we would not have been damaged. After number phone calls and website updates, DHL did claim the delivery was guaranteed for delivery. If DHL wants to stand behind terms and conditions, as the receiver we never signed that agreement and not bound to those policies. We were damaged by the deception of DHL on the status of the delivery. Why would any party wait until 15 Minutes before midnight and 7 hours after the fact to offer the truth on the status of the parcel. A simple courtesy at anytime during the day or the next 7 hours, DHL could have corrected the oversight but instead chose to drive up air cost with deception. The Receiver of the Goods was the party damaged by adding additional many hours and support awaiting the shipment. DHL claimed their drivers delivery all hours of the night and the delivery was coming and to please wait. And we waited! While this may be a training issue fir DHL associates, the fact occurred with little to no regard to the time and resources of the receiver is egregious with complete lack of conscience to outcome of the guaranteed delivery. We expect to be remunerated for our undue expenses. Thank YouTim D[redacted]
Good Morning , This does not directly involve the US and our colleagues in India have been made aware of the situation. They attempted to make contact with the receiver multiple times to provide the necessary documentation to clear the shipment and did not receive a response. Please let me know if you have any questions. Kind Regards,
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.
The claim is not handled professionally. Recipient did not receive the package, and I have attached the chargeback from the recipient's credit card. The insurance I paid for to DHL is to protect me in case the package is not delivered. I do not know who signed the package, and it looks like it was delivered several time to different addresses (I did not authorize any address change). I request again that DHL properly address this loss. I am your customer, and you are responsible for packages I ship through you.
Hi, The way bill number is [redacted]. And the status of it, as of today Dec.9, is still awaiting customer to pick up. thanks
April 2, 2018 Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014 RE: Complaint ID # [redacted] [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 10 digit 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, Shelby R[redacted] DHL Office of the President
March 14, 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 4732434932. Local DHL Management will be contacting our customer to discuss arrangements to return the package back to the sender free of charge. 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
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 06/26/2015 at 1:05 pm. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, [redacted]DHL Office of the President
[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 11021575, 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]
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
Here is the information DHL wantedDHL eCommerce #: [redacted]Customer Confirmation: [redacted]Delivery by [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.