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
June 14, 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. We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL Waybill [redacted]. Our records indicate that this shipment was recovered and delivered to the local 7-Eleven convenient store at [redacted]. The store manager has confirmed that this shipment was picked up by the customer on June 9, 2016. 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. The shipment was billed to the shipper; we would suggest our customer contact the shipper to file a claim on the shipment or request a replacement. Once again DHL would like to apologize for the service issues involved. Sincerely, Jennifer B[redacted] DHL Office of the President
June 6, 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. A number of pieces of our customer’s shipment were delayed due to a customs inspection at our Los Angeles Gateway. 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. (i) customs delays, (ii) customs inspections (including non DHL broker delays), After reviewing there was a claim initiated and determined that some of the pieces did not meet our standard transit time. Therefore, a refund of the transportation charges was warranted for these pieces. Further request for compensation for the shipping charges was reviewed and denied by the claims manager. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Mark L[redacted] DHL Office of the President
June 23, 2017 Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014 RE: [redacted] [redacted] DHL appreciates being given the opportunity to research and address our customer's concerns. Our customer is currently working with our Executive Team...
in regard to his concerns outlined in his letter to the Revdex.com. We are in the process of investigating this matter and will be providing a full update as soon as it has been completed. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Mark L[redacted] DHL Office of the President
December 13, 2017 Revdex.com 1010 E. Missouri Ave Phoenix, AZ 85014 RE: [redacted] [redacted] [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 in the [redacted] [redacted] area was provided all the details regarding the incorrect delivery and the package was recovered and delivered correctly to our customer. Corrective action will be taken regarding this case to prevent similar occurrences in the future. 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 in the future. Sincerely, John G[redacted] DHL Office of the President
September 9, 2015 Better[redacted]
[redacted] Phoenix, AZ 85014[redacted] [redacted] [redacted] DHLappreciates being given the opportunity to research and address our customer'sconcerns. We sincerely apologize for the delivery service issues our...
customerincurred with DHL. We haveresearched our customer’s concerns regarding the automated notification, the deliveryattempt and the request for a refund of the shipping charges. The matter has been thoroughly reviewed forany areas of opportunity and appropriate action has been taken. Under the DHLTerms and Conditions of Carriage, the rights and responsibility for cargoclaims belong to one of two parties: the shipper or the Bill To accountholder. The shipping costs for this package were paid for by the shipper,and billed to the shipper’s account in Hong Kong. Our customer would need to contact theirshipper and request a refund of the shipping costs, as they hold the rights tothe shipment. Once againDHL would like to apologize for the service issues involved.Sincerely,
[redacted]DHL ExecutiveResponse and Customer Care
January 5, 2017 Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014 RE: Complaint ID # 11911200 – [redacted] DHL appreciates being given the opportunity to research and address our customer's concerns. After reviewing the shipment details, it was determined...
that the shipment is currently undergoing the Customs clearance process. The receiver has been contacted by their local DHL to assist with the clearance, as their involvement is required to complete the final delivery. Customs is requiring the receiver’s tax registry code for formal clearance. We strongly suggest that you allow the receiver to continue working with their local DHL for clearance. In addition, we show that you are currently working with a research specialists in regards to the delay. Please continue to work with them directly as they will continue to keep you updated. We apologize for the service the receiver has received and will take your feedback to address these concerns with the management team in Côte d’Ivoire. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Daniela M[redacted] DHL Office of the President
[redacted] [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
DHL appreciates being given the opportunity to research and address our customer's concerns. After reviewing this case further I have noted that our claims department has been in contact with our customer and will assist with her claim request. It is policy for all lost or damage claim requests that proof of purchase and value is provided in order to complete the claims process. The required documents can be a store receipt or a credit card statement showing proof of value and purchase. If the customer is in possession of these documents she can contact her claims agent directly. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Mark L[redacted] DHL Office of the President
November 12th 2016 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 would like to apologize to our customer for the...
inconvenience this has caused. Our team is currently looking into her concerns in regard to the reported missed pickups. Once the research has been completed an update will be provided.Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely,Mark L[redacted]DHL Office of the President
I have to put into your notice that my problem/issue against DHL Express has not been resolved . When day before yesterday I received the reply from the business at that point I accepted their reply becuase at that point I was still waiting for the response from them and didn’t know that if I will click the option I accept their response my problem will assumed as solved but it has been not solved at this point .I claim DHL Express $ 3500 and as proof I submitted all the receipts that showed that all my items in the lost package are very expensive and I cannot accept the claim of $ 456 against that.So I am requesting Revdex.com to send the message on my behalf to resolve and accept my claim. Already at this point I am extremely upset with the service of DHL for mishandling the package n then the my loss so I am very disturbed .Regards ,[redacted]
February 17, 2016
Revdex.com 4428 North 12th Street Phoenix, AZ 85014RE: [redacted] [redacted]
DHL appreciates being given the opportunity to research and address our customer's concerns.
DHL has researched this matter. We appreciate the feedback and...
have brought this to the attention of our Local Management Team for review. We will certainly use this information to improve our customer experience and have already taken steps to enhance our process.
Our records indicate the shipment was delivered on February 17, 2016 at 11:13am to the correct address of 180 Riverside Blvd.
Our customer can contact the shipper the shipper to file for a service failure refund since the shipper is the account holder and holds the claim rights. Once again please extend our sincere apologies to our customer regarding this unfortunate incident.
Sincerely,
Tara G[redacted]
DHL Office of the President
[redacted] [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I am sending the supporting documents of my claim. These documents include the original claim opened with DHL, the tracking number of the package and other supporting documents to back up my claim.
Regards,
[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...
incorrect delivery and was recovered and delivered correctly to our customer. Corrective action will be taken regarding this case.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,[redacted]DHL Office of the President
July 7, 2016 Revdex.com 4428 North 12th Street Phoenix, AZ 85014 RE: Case # [redacted] – [redacted] Please let me start by thanking you for taking the time to share your experience with us. Upon investigation of Ms. [redacted]’s concerns it appears this...
shipment was billed to a 3rd party, InXpress, who has been contracted by Kawa Capital Management to ship their packages. The InXpress Support Office can be contacted at ###-###-####, for any assistance needed. We would like to suggest that Ms. [redacted] contact InXpress directly regarding compensation. Please accept our sincere apologies for any inconvenience caused. Every matter of this nature is taken very seriously and investigated thoroughly to ensure our customer’s receive a fair and reasonable outcome. Sincerely, Tara G[redacted]DHL Office of the President
February 3 2016 Revdex.com 4428 North 12th Street Phoenix, AZ 85014 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. Should you have any questions or comments, do not hesitate to contact me. Sincerely, Mark L[redacted] DHL Office of the President
November 24, 2017 Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014 RE: Complaint ID:[redacted] – Ms. [redacted] DHL appreciates being given the opportunity to address your concerns. On behalf of DHL Express please accept my sincere apologies for any inconvenience. Your experience was certainly not indicative of the high service standards our customers deserve and expect. I can assure you that we will review this matter internally to prevent these types of situations in the future. We always seek areas of opportunity to improve our customer experience and thank you for bringing this to our attention.Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Shelby R[redacted] DHL Office of the President
December 14, 2015Revdex.com 4428 North 12th Street Phoenix, AZ 85014RE: Complaint ID [redacted] – [redacted]DHL appreciates being given the opportunity to research and address our customer's concerns. On behalf of DHL’s CEO office, thank you for your inquiry regarding shipment #[redacted]. DHL has researched this matter; the shipment did encounter a one day delay due to a technical issue. For any further concerns we kindly ask our customer to contact the shipper directly. The delay was an uncontrollable occurrence which is not covered under DHL’s terms and conditions. We do sincerely apologize for any inconvenience this may have caused. We do sincerely apologize for any inconvenience this may be causing. Sincerely,[redacted]DHL Office of the President
April 24, 2017 Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014 DHL appreciates being given the opportunity to address your concerns. Every matter of this nature is taken very seriously and investigated thoroughly to ensure corrective measures are taken to avoid future...
instances. Through our investigation it has been determined that Mr. [redacted] has requested to have the shipment returned to sender as the shipment was not delivered on April 21st, when he was available. If the customer would like to instead have this shipment to be delivered on Friday when he will be home that can be arranged. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Shelby R[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
June 14, 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. We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL Waybill [redacted]. Our records indicate that this shipment was recovered and delivered to the local 7-Eleven convenient store at [redacted]. The store manager has confirmed that this shipment was picked up by the customer on June 9, 2016. 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. The shipment was billed to the shipper; we would suggest our customer contact the shipper to file a claim on the shipment or request a replacement. Once again DHL would like to apologize for the service issues involved. Sincerely, Jennifer B[redacted] DHL Office of the President
June 6, 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. A number of pieces of our customer’s shipment were delayed due to a customs inspection at our Los Angeles Gateway. 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. (i) customs delays, (ii) customs inspections (including non DHL broker delays), After reviewing there was a claim initiated and determined that some of the pieces did not meet our standard transit time. Therefore, a refund of the transportation charges was warranted for these pieces. Further request for compensation for the shipping charges was reviewed and denied by the claims manager. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Mark L[redacted] DHL Office of the President
June 23, 2017 Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014 RE: [redacted] [redacted] DHL appreciates being given the opportunity to research and address our customer's concerns. Our customer is currently working with our Executive Team...
in regard to his concerns outlined in his letter to the Revdex.com. We are in the process of investigating this matter and will be providing a full update as soon as it has been completed. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Mark L[redacted] DHL Office of the President
December 13, 2017 Revdex.com 1010 E. Missouri Ave Phoenix, AZ 85014 RE: [redacted] [redacted] [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 in the [redacted] [redacted] area was provided all the details regarding the incorrect delivery and the package was recovered and delivered correctly to our customer. Corrective action will be taken regarding this case to prevent similar occurrences in the future. 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 in the future. Sincerely, John G[redacted] DHL Office of the President
September 9, 2015 Better[redacted]
[redacted] Phoenix, AZ 85014[redacted] [redacted] [redacted] DHLappreciates being given the opportunity to research and address our customer'sconcerns. We sincerely apologize for the delivery service issues our...
customerincurred with DHL. We haveresearched our customer’s concerns regarding the automated notification, the deliveryattempt and the request for a refund of the shipping charges. The matter has been thoroughly reviewed forany areas of opportunity and appropriate action has been taken. Under the DHLTerms and Conditions of Carriage, the rights and responsibility for cargoclaims belong to one of two parties: the shipper or the Bill To accountholder. The shipping costs for this package were paid for by the shipper,and billed to the shipper’s account in Hong Kong. Our customer would need to contact theirshipper and request a refund of the shipping costs, as they hold the rights tothe shipment. Once againDHL would like to apologize for the service issues involved.Sincerely,
[redacted]DHL ExecutiveResponse and Customer Care
Invoice is attached to assist in determining the deficiency.
January 5, 2017 Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014 RE: Complaint ID # 11911200 – [redacted] DHL appreciates being given the opportunity to research and address our customer's concerns. After reviewing the shipment details, it was determined...
that the shipment is currently undergoing the Customs clearance process. The receiver has been contacted by their local DHL to assist with the clearance, as their involvement is required to complete the final delivery. Customs is requiring the receiver’s tax registry code for formal clearance. We strongly suggest that you allow the receiver to continue working with their local DHL for clearance. In addition, we show that you are currently working with a research specialists in regards to the delay. Please continue to work with them directly as they will continue to keep you updated. We apologize for the service the receiver has received and will take your feedback to address these concerns with the management team in Côte d’Ivoire. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Daniela M[redacted] DHL Office of the President
[redacted] [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
DHL appreciates being given the opportunity to research and address our customer's concerns. After reviewing this case further I have noted that our claims department has been in contact with our customer and will assist with her claim request. It is policy for all lost or damage claim requests that proof of purchase and value is provided in order to complete the claims process. The required documents can be a store receipt or a credit card statement showing proof of value and purchase. If the customer is in possession of these documents she can contact her claims agent directly. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Mark L[redacted] DHL Office of the President
November 12th 2016 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 would like to apologize to our customer for the...
inconvenience this has caused. Our team is currently looking into her concerns in regard to the reported missed pickups. Once the research has been completed an update will be provided.Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely,Mark L[redacted]DHL Office of the President
I have to put into your notice that my problem/issue against DHL Express has not been resolved . When day before yesterday I received the reply from the business at that point I accepted their reply becuase at that point I was still waiting for the response from them and didn’t know that if I will click the option I accept their response my problem will assumed as solved but it has been not solved at this point .I claim DHL Express $ 3500 and as proof I submitted all the receipts that showed that all my items in the lost package are very expensive and I cannot accept the claim of $ 456 against that.So I am requesting Revdex.com to send the message on my behalf to resolve and accept my claim. Already at this point I am extremely upset with the service of DHL for mishandling the package n then the my loss so I am very disturbed .Regards ,[redacted]
February 17, 2016
Revdex.com 4428 North 12th Street Phoenix, AZ 85014RE: [redacted] [redacted]
DHL appreciates being given the opportunity to research and address our customer's concerns.
DHL has researched this matter. We appreciate the feedback and...
have brought this to the attention of our Local Management Team for review. We will certainly use this information to improve our customer experience and have already taken steps to enhance our process.
Our records indicate the shipment was delivered on February 17, 2016 at 11:13am to the correct address of 180 Riverside Blvd.
Our customer can contact the shipper the shipper to file for a service failure refund since the shipper is the account holder and holds the claim rights. Once again please extend our sincere apologies to our customer regarding this unfortunate incident.
Sincerely,
Tara G[redacted]
DHL Office of the President
[redacted] [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I am sending the supporting documents of my claim. These documents include the original claim opened with DHL, the tracking number of the package and other supporting documents to back up my claim.
Regards,
[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...
incorrect delivery and was recovered and delivered correctly to our customer. Corrective action will be taken regarding this case.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,[redacted]DHL Office of the President
July 7, 2016 Revdex.com 4428 North 12th Street Phoenix, AZ 85014 RE: Case # [redacted] – [redacted] Please let me start by thanking you for taking the time to share your experience with us. Upon investigation of Ms. [redacted]’s concerns it appears this...
shipment was billed to a 3rd party, InXpress, who has been contracted by Kawa Capital Management to ship their packages. The InXpress Support Office can be contacted at ###-###-####, for any assistance needed. We would like to suggest that Ms. [redacted] contact InXpress directly regarding compensation. Please accept our sincere apologies for any inconvenience caused. Every matter of this nature is taken very seriously and investigated thoroughly to ensure our customer’s receive a fair and reasonable outcome. Sincerely, Tara G[redacted]DHL Office of the President
February 3 2016 Revdex.com 4428 North 12th Street Phoenix, AZ 85014 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. Should you have any questions or comments, do not hesitate to contact me. Sincerely, Mark L[redacted] DHL Office of the President
November 24, 2017 Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014 RE: Complaint ID:[redacted] – Ms. [redacted] DHL appreciates being given the opportunity to address your concerns. On behalf of DHL Express please accept my sincere apologies for any inconvenience. Your experience was certainly not indicative of the high service standards our customers deserve and expect. I can assure you that we will review this matter internally to prevent these types of situations in the future. We always seek areas of opportunity to improve our customer experience and thank you for bringing this to our attention.Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Shelby R[redacted] DHL Office of the President
December 14, 2015Revdex.com 4428 North 12th Street Phoenix, AZ 85014RE: Complaint ID [redacted] – [redacted]DHL appreciates being given the opportunity to research and address our customer's concerns. On behalf of DHL’s CEO office, thank you for your inquiry regarding shipment #[redacted]. DHL has researched this matter; the shipment did encounter a one day delay due to a technical issue. For any further concerns we kindly ask our customer to contact the shipper directly. The delay was an uncontrollable occurrence which is not covered under DHL’s terms and conditions. We do sincerely apologize for any inconvenience this may have caused. We do sincerely apologize for any inconvenience this may be causing. Sincerely,[redacted]DHL Office of the President
April 24, 2017 Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014 DHL appreciates being given the opportunity to address your concerns. Every matter of this nature is taken very seriously and investigated thoroughly to ensure corrective measures are taken to avoid future...
instances. Through our investigation it has been determined that Mr. [redacted] has requested to have the shipment returned to sender as the shipment was not delivered on April 21st, when he was available. If the customer would like to instead have this shipment to be delivered on Friday when he will be home that can be arranged. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Shelby R[redacted] DHL Office of the President