[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.
March 17, 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. DHL Express has reviewed the matter and concludes that the payment of 36USD...
has been applied to Waybill [redacted] attached to invoice [redacted] which has been paid in full. This payment is not for the unpaid invoice [redacted] which is attached to Waybill [redacted]. The charge for this invoice is 36USD as well. Please understand that these charges are valid and still remain due. If our customer has any further questions regarding this case, please do not hesitate to contact our billing team for support. Once again DHL appreciates the opportunity to research and address our customer’s concerns. Sincerely, Jennifer B[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
February 24 2016 Revdex.com 4428 North 12th Street Phoenix, AZ 85014 RE: Case # 11148207– Luyang Z[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. DHL Express has reviewed the customer’s concern and is unable to determine the delivery location of her package from January 18th. An ascertain letter is attached explaining this and how the customer may file a lost claim with the shipper. Please see the attached. Once again DHL would like to apologize for the service issues involved. Should you have any further questions regarding this matter, please do not hesitate to contact me at your convenience. Sincerely, Mark L[redacted] DHL Office of the President
June 8, 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. DHL tracking number: [redacted] Per my review the expected date of delivery was listed for December 22, 2016. Our customer’s shipment was delayed due to security and customs inspections in China and the US. On December 21, 2016 the delivery date was changed to December 27th by the recipient. 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. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Mark Loomis DHL Office of the President
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
January 13, 2017 Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014
[redacted] [redacted] DHL appreciates being given the opportunity to research and address our customer's concerns. Per our research we found that our courier delivered...
the shipment to an incorrect apartment complex. We have recovered this shipment and the package has now been delivered to the correct apartment complex. The shipment was delivered to the leasing office on January 11, 2017. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Tara G[redacted]DHL Office of the President
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
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
My waybill number is [redacted] [redacted]My concern is that DHL has demonstrated zero regard for protecting my personal identifying information. How many people have unwittingly sent DHL their SSN through unencrytped email? Everyone single one is a gross mishandling of sensitive information. How was my information provided to the US Customs office? Was it also sent through unencrypted email?
November 6, 2017 Revdex.com 1010 East Missouri Avenue 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 this package was successfully delivered on November 2, 2017 at 2:42 PM local time and was signed for by [redacted] Your feedback has been forwarded to the DHL Management Team in the Washington, DC area and I can assure you that this matter will be thoroughly reviewed internally to prevent these types of situations in the future. We always seek areas of opportunity to improve our customer experience and appreciate the customer bringing this to our attention. Sincerely, John G[redacted] DHL Office of the President
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 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
November 29, 2016 Revdex.com [redacted]
[redacted] RE: Complaint ID [redacted] [redacted] DHL appreciates being given the opportunity to research and address our customer's concerns. On behalf of DHL Express, please accept my sincere...
apologies and thank you for bringing this to our attention. I will review and provide an update to our customer as soon as it becomes available to me. Also I have asked our tracking team to close their research file as I will be conducting a full investigation into this matter. Once again please accept our apologies for the issues involved. Sincerely, Mark L[redacted] DHL Office of the President
May 18, 2017 Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014 RE: Complaint ID # [redacted] [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
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
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
[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.
March 17, 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. DHL Express has reviewed the matter and concludes that the payment of 36USD...
has been applied to Waybill [redacted] attached to invoice [redacted] which has been paid in full. This payment is not for the unpaid invoice [redacted] which is attached to Waybill [redacted]. The charge for this invoice is 36USD as well. Please understand that these charges are valid and still remain due. If our customer has any further questions regarding this case, please do not hesitate to contact our billing team for support. Once again DHL appreciates the opportunity to research and address our customer’s concerns. Sincerely, Jennifer B[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
February 24 2016 Revdex.com 4428 North 12th Street Phoenix, AZ 85014 RE: Case # 11148207– Luyang Z[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. DHL Express has reviewed the customer’s concern and is unable to determine the delivery location of her package from January 18th. An ascertain letter is attached explaining this and how the customer may file a lost claim with the shipper. Please see the attached. Once again DHL would like to apologize for the service issues involved. Should you have any further questions regarding this matter, please do not hesitate to contact me at your convenience. Sincerely, Mark L[redacted] DHL Office of the President
June 8, 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. DHL tracking number: [redacted] Per my review the expected date of delivery was listed for December 22, 2016. Our customer’s shipment was delayed due to security and customs inspections in China and the US. On December 21, 2016 the delivery date was changed to December 27th by the recipient. 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. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Mark Loomis DHL Office of the President
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
Yes, someone from DHL has "reached out" to me by leaving me a voicemail. And, I have called and left messages twice, with NO response back.
January 13, 2017 Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014
[redacted] [redacted] DHL appreciates being given the opportunity to research and address our customer's concerns. Per our research we found that our courier delivered...
the shipment to an incorrect apartment complex. We have recovered this shipment and the package has now been delivered to the correct apartment complex. The shipment was delivered to the leasing office on January 11, 2017. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Tara G[redacted]DHL Office of the President
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
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
My waybill number is [redacted] [redacted]My concern is that DHL has demonstrated zero regard for protecting my personal identifying information. How many people have unwittingly sent DHL their SSN through unencrytped email? Everyone single one is a gross mishandling of sensitive information. How was my information provided to the US Customs office? Was it also sent through unencrypted email?
November 6, 2017 Revdex.com 1010 East Missouri Avenue 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 this package was successfully delivered on November 2, 2017 at 2:42 PM local time and was signed for by [redacted] Your feedback has been forwarded to the DHL Management Team in the Washington, DC area and I can assure you that this matter will be thoroughly reviewed internally to prevent these types of situations in the future. We always seek areas of opportunity to improve our customer experience and appreciate the customer bringing this to our attention. Sincerely, John G[redacted] DHL Office of the President
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 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
November 29, 2016 Revdex.com [redacted]
[redacted] RE: Complaint ID [redacted] [redacted] DHL appreciates being given the opportunity to research and address our customer's concerns. On behalf of DHL Express, please accept my sincere...
apologies and thank you for bringing this to our attention. I will review and provide an update to our customer as soon as it becomes available to me. Also I have asked our tracking team to close their research file as I will be conducting a full investigation into this matter. Once again please accept our apologies for the issues involved. Sincerely, Mark L[redacted] DHL Office of the President
May 18, 2017 Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014 RE: Complaint ID # [redacted] [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
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
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