March 3, 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 delivery service issues our customer recently...
incurred with DHL. 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 vendor from whom they purchased the goods for any refund or replacement. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, John G[redacted] DHL Office of the President
March 15, 2018 Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014 RE: Complaint ID # [redacted] DHL appreciates being given the opportunity to research and address our customer's concerns. We sincerely apologize for the frustrations our customer...
encountered regarding the shipping experience with DHL Waybill [redacted]. Under DHL policy the rights and responsibility for cargo claims belong to one of two parties: the shipper, or the Bill To account holder as they contracted with DHL to carry the goods. The customer will need to reach out to the Shipper, T DAXI ELECTRONICS TECHNOLOGY LTD, 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 T DAXI ELECTRONICS TECHNOLOGY LTD paid DHL directly with their account number. Therefore, the customer, Mr. [redacted], paid the shipper directly. In addition, please note that DHL Hong Kong is still proceeding with their investigation for the claims process. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Shelby R[redacted] DHL Office of the President
February 26 2016 Revdex.com 4428 North 12th Street Phoenix, AZ 85014 RE: Case # [redacted]– 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. From my review our customer’s package was updated in our tracking systems as delivered on January 18th 2016. According to our records the DHL customer service department was not contacted about the issue well over two weeks after the (mis) delivery took place. I sincerely apologize the matter was delayed further by not obtaining updates about our customer’s package in a timely manner but unfortunately this does not negate the fact a lost claim will need to be initiated by the bill to party in Italy. I would be more than happy to provide a letter of explanation if our customer feels this will help resolve her issue with the shipper. 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
Thank you Mr. Mark L[redacted].While I appreciate your response, it has already been 15 days since the incident, and I still have not received an update or a resolution from DHL.Until a proper resolution is offered - either the missing package is found and delivered or the cost of the product refunded, I do not accept the response to resolve the complaint.
[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]
September 12, 2016 Revdex.com 1010 East Missouri Ave. Phoenix, AZ 85014 RE: [redacted] DHL appreciates being given the opportunity to research and address our customer’s concerns. We sincerely apologize for the frustrations...
our customer encountered regarding the shipping experience with DHL Waybill [redacted]. Local DHL Management was provided all the details regarding the customer’s feedback and confirmed that the package was properly delivered but may have been moved during the inclement weather. They will review this matter with all personnel to ensure similar situations are avoided in the future. 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 Malaysia as they contracted with DHL to carry the goods. The customer will need to contact their shipper regarding any refund or replacement. Once again DHL would like to apologize for the service issues involved. Sincerely, John G[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 recovered from the wrong delivery location and redelivered correctly on July 10 2015. It was signed for by our customers daughter at 13:30, at address [redacted] [redacted] in Newark as request by our customer.Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely,[redacted] [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]
January 27, 2017 Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014 RE: Complaint ID #[redacted] [redacted] DHL appreciates being given the opportunity to research and address our customer's concerns. Please have Ms. [redacted] reach out to our Billing team at...
[redacted] and ask for Ms.Kari P[redacted]. Ms. P[redacted] will further assist Ms. [redacted] with her billing dispute to provide resolution. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Tara G[redacted]DHL Office of the President
While the package was delivered. It was miss delivered and opened by the person who received it. It had sensitive materials inside that were also opened by a stranger who had not signed an NDA with my company.I was never advised of this being the case. You can appreciate from the packaging that it was attempted to be covered up by placing another delivery label on the original one from the package which is rather shocking. A simple brushed off apology and a promise feels like a quick bandaid being ripped to make this all go away. I want some ownership and accountability.
October 2, 2017 Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014
[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] 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 [redacted] paid DHL directly with their account number. Therefore, the customer, Carol Barone, paid the shipper directly. In addition, please note that DHL China is currently proceeding with their investigation. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Shelby R[redacted] DHL Office of the President
I am not contacting the shipping company. Your company has already cost me enough wasted time and energy. Why was the package lost for more than a week? Why do I have to make multiple phone calls to get the issue resolved?
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[redacted] Watson, your DHL Customer Service Rep, lacked the ability to sufficiently do the job in which she was hired. Due to such incompetence, our products DID NOT arrive at the tradeshow in time. Therefore, [redacted] was unable to present our products to our clients and potential clients at our most important show of the year. If this is sufficient cause to warrant a refund on shipping costs, I don't know what is.Going forward, DHL will no longer be our carrier of choice for our Corporate Headquarters in [redacted]. And I, as the primary shipper for our US locations, will NEVER use DHL again.Take a look at all the negative feedback and complaints on the Revdex.com. I am not the first nor will I be the last to log a complaint against them.DHL....you should be ashamed!
Regards,
[redacted]
June 7, 2016 Revdex.com 4428 North 12th Street Phoenix, AZ 85014
[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, Jennifer B[redacted] DHL Office of the President
December 29, 2017 Revdex.com 1010 East Missouri Ave. Phoenix, AZ 85014RE: [redacted] - Case #[redacted]DHL sincerely apologizes for the frustrations our customer encountered regarding the shipping experience with DHL Waybill [redacted]. There was no mention of repackaging or damage to the contents in the original feedback only a request for refund of the shipping charges. Regardless, the customer will need to contact the shipper in Pakistan regarding the damage and refund issues as, mentioned previously, they hold the claim rights to the shipment and any compensation to the customer would have to come from the shipper. Once again DHL would like to apologize for any inconvenience. Sincerely, John G[redacted]DHL Office of the President
October 6, 2015 Revdex.com [redacted]
[redacted]
RE: ID#: [redacted] [redacted] DHL appreciates being given the opportunity to research and address our customer's concerns. We sincerely apologize for the service issues our customer recently...
incurred with DHL. Ms. [redacted] is actually located in Canada. The DHL Management team in Canada has been contacted and our colleagues have reached out to address his concerns. Once again please extend our sincere apologies to our customer regarding this delivery issue.Sincerely, [redacted]Office of the PresidentDHL Express
May 4, 2017 Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014 RE: Complaint ID #[redacted] [redacted] DHL appreciates being given the opportunity to research and address our customer's concerns. Please accept our apologies, it seems we communicated incorrectly regarding delivery of this shipment. Our courier spoke with Ms. [redacted]’s roommate who confirmed Ms. [redacted] received her shipment. Mr. Stephen R[redacted], Supervisor for DHL in Philadelphia, has attempted to contact Ms. [redacted], however was only able to leave a message and has not spoken with her directly. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Tara G[redacted]DHL Office of the President
My in laws sent a package from overseas to my new address in Florida- see attached. I have talked to numerous people who have told me that I am wrong and then finally after 5 days of calling and sending multiple emails to include the attached which no one seemed to have read some guy named Cris Manzano called me and asked me to send him the picture again because none of the systems talk to each other and he couldn't pull up the email string I was referring to, even though there is a reference number to it. I have been trying to convince is at DHL for 5 days that the computer is wrong, because none would be willing to open the attachments that I sentWhat do you, after days of pulling my hair because everyone says I am wrong even though I am physically looking at the shipping label. He said yeah you are right he believes a 3PL to DHL had a miscommunication...but its not DHL's fault because you aren't accountable for your 3PL partners. Since I am no longer in SC, my realtor went out of her way to grab it so that it wont be stolen or lost because no one lives at the house it was sent to. I asked DH; to pick it up at the realtors office, but they said they cant because "they did what they were supposed to". My dilemma is do I leave it on my patio and hope nothing happens to it or none of my neighbors grab it to keep it secure? Do I have my realtor go out of her way to drop it off over 40 minutes from her office? Or can DHL own the fact they are wrong and its their partnership that messed up and pick up the package from my realtors office and send it to the address it was supposed to g to (of course they wont, they put the burden back onto me)?I give up I will now work with my realtor and have someone like Fed-Ex pick it up and send it to me, taking the burden and paying the final trip. I will not accept any resolution which does not include the Fed-Ex shipping bill and compensation for having to deal with this company. DHL-[redacted].
July 9, 2016 Revdex.com 4428 North 12th Street Phoenix, AZ 85014 Case # [redacted] – [redacted] DHL appreciates being given the opportunity to research and address our customer's concerns. In order to complete the claim process, the bill to party, Postal Annex #[redacted] can contact our customer service department at ###-###-####. Our customer service team will assist in getting that process started. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Mark L[redacted]DHL Office of the President
March 3, 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 delivery service issues our customer recently...
incurred with DHL. 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 vendor from whom they purchased the goods for any refund or replacement. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, John G[redacted] DHL Office of the President
March 15, 2018 Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014 RE: Complaint ID # [redacted] DHL appreciates being given the opportunity to research and address our customer's concerns. We sincerely apologize for the frustrations our customer...
encountered regarding the shipping experience with DHL Waybill [redacted]. Under DHL policy the rights and responsibility for cargo claims belong to one of two parties: the shipper, or the Bill To account holder as they contracted with DHL to carry the goods. The customer will need to reach out to the Shipper, T DAXI ELECTRONICS TECHNOLOGY LTD, 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 T DAXI ELECTRONICS TECHNOLOGY LTD paid DHL directly with their account number. Therefore, the customer, Mr. [redacted], paid the shipper directly. In addition, please note that DHL Hong Kong is still proceeding with their investigation for the claims process. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Shelby R[redacted] DHL Office of the President
February 26 2016 Revdex.com 4428 North 12th Street Phoenix, AZ 85014 RE: Case # [redacted]– 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. From my review our customer’s package was updated in our tracking systems as delivered on January 18th 2016. According to our records the DHL customer service department was not contacted about the issue well over two weeks after the (mis) delivery took place. I sincerely apologize the matter was delayed further by not obtaining updates about our customer’s package in a timely manner but unfortunately this does not negate the fact a lost claim will need to be initiated by the bill to party in Italy. I would be more than happy to provide a letter of explanation if our customer feels this will help resolve her issue with the shipper. 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
I can only except the response when I am called by the President of the company and get to speak with him.
Thank you Mr. Mark L[redacted].While I appreciate your response, it has already been 15 days since the incident, and I still have not received an update or a resolution from DHL.Until a proper resolution is offered - either the missing package is found and delivered or the cost of the product refunded, I do not accept the response to resolve the complaint.
[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]
September 12, 2016 Revdex.com 1010 East Missouri Ave. Phoenix, AZ 85014 RE: [redacted] DHL appreciates being given the opportunity to research and address our customer’s concerns. We sincerely apologize for the frustrations...
our customer encountered regarding the shipping experience with DHL Waybill [redacted]. Local DHL Management was provided all the details regarding the customer’s feedback and confirmed that the package was properly delivered but may have been moved during the inclement weather. They will review this matter with all personnel to ensure similar situations are avoided in the future. 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 Malaysia as they contracted with DHL to carry the goods. The customer will need to contact their shipper regarding any refund or replacement. Once again DHL would like to apologize for the service issues involved. Sincerely, John G[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 recovered from the wrong delivery location and redelivered correctly on July 10 2015. It was signed for by our customers daughter at 13:30, at address [redacted] [redacted] in Newark as request by our customer.Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely,[redacted] [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]
January 27, 2017 Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014 RE: Complaint ID #[redacted] [redacted] DHL appreciates being given the opportunity to research and address our customer's concerns. Please have Ms. [redacted] reach out to our Billing team at...
[redacted] and ask for Ms.Kari P[redacted]. Ms. P[redacted] will further assist Ms. [redacted] with her billing dispute to provide resolution. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Tara G[redacted]DHL Office of the President
While the package was delivered. It was miss delivered and opened by the person who received it. It had sensitive materials inside that were also opened by a stranger who had not signed an NDA with my company.I was never advised of this being the case. You can appreciate from the packaging that it was attempted to be covered up by placing another delivery label on the original one from the package which is rather shocking. A simple brushed off apology and a promise feels like a quick bandaid being ripped to make this all go away. I want some ownership and accountability.
October 2, 2017 Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014
[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] 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 [redacted] paid DHL directly with their account number. Therefore, the customer, Carol Barone, paid the shipper directly. In addition, please note that DHL China is currently proceeding with their investigation. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Shelby R[redacted] DHL Office of the President
I am not contacting the shipping company. Your company has already cost me enough wasted time and energy. Why was the package lost for more than a week? Why do I have to make multiple phone calls to get the issue resolved?
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[redacted] Watson, your DHL Customer Service Rep, lacked the ability to sufficiently do the job in which she was hired. Due to such incompetence, our products DID NOT arrive at the tradeshow in time. Therefore, [redacted] was unable to present our products to our clients and potential clients at our most important show of the year. If this is sufficient cause to warrant a refund on shipping costs, I don't know what is.Going forward, DHL will no longer be our carrier of choice for our Corporate Headquarters in [redacted]. And I, as the primary shipper for our US locations, will NEVER use DHL again.Take a look at all the negative feedback and complaints on the Revdex.com. I am not the first nor will I be the last to log a complaint against them.DHL....you should be ashamed!
Regards,
[redacted]
June 7, 2016 Revdex.com 4428 North 12th Street Phoenix, AZ 85014
[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, Jennifer B[redacted] DHL Office of the President
December 29, 2017 Revdex.com 1010 East Missouri Ave. Phoenix, AZ 85014RE: [redacted] - Case #[redacted]DHL sincerely apologizes for the frustrations our customer encountered regarding the shipping experience with DHL Waybill [redacted]. There was no mention of repackaging or damage to the contents in the original feedback only a request for refund of the shipping charges. Regardless, the customer will need to contact the shipper in Pakistan regarding the damage and refund issues as, mentioned previously, they hold the claim rights to the shipment and any compensation to the customer would have to come from the shipper. Once again DHL would like to apologize for any inconvenience. Sincerely, John G[redacted]DHL Office of the President
October 6, 2015 Revdex.com [redacted]
[redacted]
RE: ID#: [redacted] [redacted] DHL appreciates being given the opportunity to research and address our customer's concerns. We sincerely apologize for the service issues our customer recently...
incurred with DHL. Ms. [redacted] is actually located in Canada. The DHL Management team in Canada has been contacted and our colleagues have reached out to address his concerns. Once again please extend our sincere apologies to our customer regarding this delivery issue.Sincerely, [redacted]Office of the PresidentDHL Express
May 4, 2017 Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014 RE: Complaint ID #[redacted] [redacted] DHL appreciates being given the opportunity to research and address our customer's concerns. Please accept our apologies, it seems we communicated incorrectly regarding delivery of this shipment. Our courier spoke with Ms. [redacted]’s roommate who confirmed Ms. [redacted] received her shipment. Mr. Stephen R[redacted], Supervisor for DHL in Philadelphia, has attempted to contact Ms. [redacted], however was only able to leave a message and has not spoken with her directly. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Tara G[redacted]DHL Office of the President
My in laws sent a package from overseas to my new address in Florida- see attached. I have talked to numerous people who have told me that I am wrong and then finally after 5 days of calling and sending multiple emails to include the attached which no one seemed to have read some guy named Cris Manzano called me and asked me to send him the picture again because none of the systems talk to each other and he couldn't pull up the email string I was referring to, even though there is a reference number to it. I have been trying to convince i
s at DHL for 5 days that the computer is wrong, because none would be willing to open the attachments that I sentWhat do you, after days of pulling my hair because everyone says I am wrong even though I am physically looking at the shipping label. He said yeah you are right he believes a 3PL to DHL had a miscommunication...but its not DHL's fault because you aren't accountable for your 3PL partners. Since I am no longer in SC, my realtor went out of her way to grab it so that it wont be stolen or lost because no one lives at the house it was sent to. I asked DH; to pick it up at the realtors office, but they said they cant because "they did what they were supposed to". My dilemma is do I leave it on my patio and hope nothing happens to it or none of my neighbors grab it to keep it secure? Do I have my realtor go out of her way to drop it off over 40 minutes from her office? Or can DHL own the fact they are wrong and its their partnership that messed up and pick up the package from my realtors office and send it to the address it was supposed to g to (of course they wont, they put the burden back onto me)?I give up I will now work with my realtor and have someone like Fed-Ex pick it up and send it to me, taking the burden and paying the final trip. I will not accept any resolution which does not include the Fed-Ex shipping bill and compensation for having to deal with this company. DHL-[redacted].
July 9, 2016 Revdex.com 4428 North 12th Street Phoenix, AZ 85014 Case # [redacted] – [redacted] DHL appreciates being given the opportunity to research and address our customer's concerns. In order to complete the claim process, the bill to party, Postal Annex #[redacted] can contact our customer service department at ###-###-####. Our customer service team will assist in getting that process started. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Mark L[redacted]DHL Office of the President