DHL appreciates being given the opportunity to research and address our customer's concernsThis experience was certainly not indicative of the high service standards our customers deserve and expect. 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 customer’s experience.Since the shipment was tendered and paid for at a third party retail store, *** ***, any request for a refund would need to be filed with them directlyOnce again, please extend our sincere apologies to our customer regarding this unfortunate incident Sincerely, *** ***DHL Office of the President
Below is the last response I received from an agent regarding this issue: I apologize for the inconvenience; this is not typical of DHL services. DHL prides itself on providing service excellence and timely deliveriesI am very sorry that we did not meet your expectationsI would be more than happy to assist you with any concerns regarding your shipment. Unfortunately; this shipment was paid by the shipper; therefore, your claim must be addressed with the country of originPlease contact the shipper in case of any further inquiries. ------ Your representatives continue to have the same stance as beforeI still am being met with refusal to provide any sort of true resolution from this division of DHLThey insist I speak to an international branch, but that branch is requesting from me some sort of proof that DHL has not upheld their end of the service agreement
I have talked to many of your represenatives and went to the DHL office in which the packages are shipped fromThe guy there smugly told me that because the GPS showed that he was in the areaThat there was nothing he can do because as far as he is concerned the package was deliveredI then told him that no one by the description and the name that the driver provided to him lives in my householdI offered to show him a picture of my familyHe then said for all he knowThe picture could be photo shoppedLike I'm going to take time out of my day when I could be sleepingBc I work overnight to Photoshop a picture to take to DHLTracking #*** They should pay the seller to replace my item
The custom bill clearly states 5.3% duty rate on $purchase which equals to $18.97. DHL adds $"payment deferment" on top which is completely fraudulent custom charge
October 05, 2015 Revdex.com North 12th Street Phoenix, AZ 85014RE: Case #*** * *** *** DHL appreciates being given the opportunity to research and address our customer's concernsWe sincerely apologize for the billing issue our customer recently incurred with DHL Unfortunately, DHL would not be able to credit or refund any freight charges as the shipment could not be delivered due to a bad addressThe shipment did not have any contact information for the shipper which resulted in the parcel being returned Once again please accept our sincerest apologies for any inconvenience this may causeSincerely,
*** ***DHL Office of the President
December 15, Revdex.com East Missouri AvePhoenix, AZ RE: *** * *** * *** *** 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 *** Our records indicate that the shipment was delayed departing Hong Kong for the U.Sdue to heavy shipping volume arriving in our main sorting facility in Cincinnati on December 8, 2017, the expected delivery dateThe shipment was not released from U.SCustoms until December 10, Local DHL Management was provided all the details regarding the customer’s feedback and confirmed that the transport vehicle moving shipments from Cincinnati was involved in a crash enroute to the Flint, MI area and did not arrive until late on December 11, 2017. This unfortunately meant the delivery was not completed until December 12, 2017. Once again DHL would like to apologize for the service issues involved. Sincerely, John G*** DHL Office of the President
October 16th 2017 Revdex.com East Missouri Avenue Phoenix, AZ RE: ID#: *** *** *** *** 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 *** Under international law, liability of air cargo carriers (such as DHL) for cargo loss and damage is limitedIn this case, the applicable law is outlined in the Montreal ConventionUnder this international treaty, maximum carrier liability is Special Drawing Rights (“SDR”) per kilogram of lost/damaged itemsAn SDR is an artificial currency unit maintained by the International Monetary fund for use in certain international transactions such as cargo claimsIn effect, the formula used is (Weight in kilograms X SDR value X 19)DHL’s liability is governed and limited by this formula. With a current SDR value of (as found on www.imf.org) and a weight of pounds indicated for the claimed item, Once again please extend our sincere apologies to our customer regarding this issue I responded to Ms*** this morning. There is no negotiation in this matter. The customer has already been issued a check for the full amount allowed under DHL’s Terms and Conditions of Carriage. I explained to her the process to dispute this with the Claims Team but it is unlikely that the outcome will change. Please let me know if you have any questions. Kind Regards, John *** Sincerely, Michelle *** Office of the President DHL Express
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
[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 *** and find that this resolution is satisfactory to me. I was contacted about the issue and found a resolutionI thank DHL for their time and effort
DHL does not seem to understand that it is not just the delay in delivery that has made me so dissatisfied. It is the entire method in which the matter was handled. I am not just looking for my package. I'm looking for a real apology and for some changes in DHL's policies and procedures to rectify this situation so that other customers are not equally disrespected and inconvenienced. I have attached my last communication by email with MsM***. It outlines the changes in procedure that are required to make DHL truly responsive to customers' needs. I remain entirely dissatisfied with DHL's, but I have no interest in continuing to communicate with them in this forum or any other
I was never advised of this requirements before sending my packageAnd I would have been able to provide the requested paperwork if DHL did not take this long to establish comunication between DHLperu, peruvian customs and meNow I can not proved the paperwork from a doctor because my uncle leg has been amputated and the dressings are not needed any moreI need my package return to me or my money back
May 16, Revdex.com E Missouri AvePhoenix, AZ RE: Complaint ID # *** * *** *** DHL appreciates being given the opportunity to research and address our customer's concerns I received confirmation that our customer,
through our auto notification system, on May 8th at 6:46am authorized the courier to leave the package at her front doorReviewing further our GPS system shows the courier was at the correct location at the time of deliveryThe incident with our courier has been reported to the appropriate management team who will take corrective action to avoid these types of customer concernsI am very sorry that our customer did not receive her package in time for her event over the weekendAs all research into this matter has been completed a lost claim will need to be initiated with the company our customer ordered her item from Once again please extend our sincere apologies to our customer regarding this unfortunate incidentSincerely, Mark L*** DHL Office of the President
July 5, Revdex.com East Missouri Avenue Phoenix, AZ RE: *** *** * *** * *** DHL appreciates being given the opportunity to research and address our customer's concernsWe sincerely apologize for the service issues our customer
recently incurred with DHL Airway Bill # Our records indicate that the package was tendered to DHL on June 27, 2017. Due to a handling error, the shipment was temporarily lost and extensive searches were conducted to locate it. The shipment was located in our main hub in Cincinnati on July 6, and is now moving toward its final destination Once again please extend our sincere apologies to our customer regarding this issueSincerely, John G*** Office of the President DHL Express
its sad that DHL refuses to take responsibility for lost packagesI will be forced to let everyone on social media know about the lack of care and customer service DHL has
October 16, 2015 Revdex.com North 12th Street Phoenix, AZ 85014RE: ID#* *** * *** *** DHL appreciates being given the opportunity to research and address our customer's concernsWe sincerely apologize for the service issues our customer recently incurred with DHL I have reached out to DHL Canada and they will contact Ms*** as soon as possible with an update Once again please extend our sincere apologies to our customer regarding this delivery issue.Sincerely, *** ***Office of the PresidentDHL Express
With this respond, it looks like DHL did not even look into our claim?! We have never asked for a refund of consequential damages for lost revenue, travel expenses or time off workWe simply asked for a credit note or at least a discount on the invoices with service failure - partial shipments, late deliveries, etcIf you order express service and you DHL is failing to provide that service due to a service failure - which we have the proof it is - then you should be credited for the shipping costsThat’s what the agreement says
I do not accept the response back from DHLDHL response back to Revdex.com is for me to go through InExpress, well I did, first by phone and then they gave the results by email Please see the email conversation attached Well I sent my next shipment with FEDEX to the same location and it arrived on time, what Fedex showed me is the date it arrivedI use DHL on a monthly basis and this is my first complaint in since when I first started sipping with DHL and I get a very generic response that won't fix the problem
The Fraud Affidavit was filled out The response that we were given was that it was denied because of previous relationship I did NOT have a relationship with the the people who used my account and had packages picked up in other states In the years I have done business with DHL the only packages that have been sent by me were picked up at my address in Carrollton Georgia As in my letter to Revdex.com, I did pay two invoices that I should not have paid(oversight on my part due to very busy season) and am asking for the refund for those two invoices*** *** and *** I am also asking that the invoice *** that they are trying to collect be credited to my account DHL has not tried to resolve the situation due to the fact that my account number was used without my authorization and they pickup up in other states without my permission It is unreasonable for them to say: " Any person who has knowledge of and makes use of your account number is deemed to enter a contract with DHL on your behalf as an agent DHL contacted my first that their may be a fraud problem with my account They also closed my account due to fraud without my knowledge
December 14, Revdex.com EMissouri Ave Phoenix, AZ RE: *** * *** - Case # *** Once again, we sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL Waybill The DHL Management Team in the San Diego area has acknowledged the handling error that caused this shipment to be misdelivered. Corrective action has been taken to prevent similar occurrences in the future however; the specific details are proprietary and cannot be discussed Again DHL would like to apologize for the service issues involved. Sincerely, John G*** DHL Office of the President
December 30, Revdex.com East Missouri AvePhoenix, AZ RE: Ethel Poulos - Case # *** 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 ***The shipment was stopped by German Customs requiring clarification on the documentation sent with the shipment and additional details required from the receiver before the shipment could be released and delivered Our records indicate that both the Billing and Claims departments are currently working on this issue for our customer. They will each handle the matter within their respective areas of responsibility. Should our customer dispute the outcome of either the billing issue or claims issue, the dispute may be lodged with those teams directly 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. A copy of the terms and conditions is available at *** Sincerely, John G*** DHL Office of the President
DHL appreciates being given the opportunity to research and address our customer's concernsThis experience was certainly not indicative of the high service standards our customers deserve and expect. 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 customer’s experience.Since the shipment was tendered and paid for at a third party retail store, *** ***, any request for a refund would need to be filed with them directlyOnce again, please extend our sincere apologies to our customer regarding this unfortunate incident Sincerely, *** ***DHL Office of the President
Below is the last response I received from an agent regarding this issue: I apologize for the inconvenience; this is not typical of DHL services. DHL prides itself on providing service excellence and timely deliveriesI am very sorry that we did not meet your expectationsI would be more than happy to assist you with any concerns regarding your shipment. Unfortunately; this shipment was paid by the shipper; therefore, your claim must be addressed with the country of originPlease contact the shipper in case of any further inquiries. ------ Your representatives continue to have the same stance as beforeI still am being met with refusal to provide any sort of true resolution from this division of DHLThey insist I speak to an international branch, but that branch is requesting from me some sort of proof that DHL has not upheld their end of the service agreement
I have talked to many of your represenatives and went to the DHL office in which the packages are shipped fromThe guy there smugly told me that because the GPS showed that he was in the areaThat there was nothing he can do because as far as he is concerned the package was deliveredI then told him that no one by the description and the name that the driver provided to him lives in my householdI offered to show him a picture of my familyHe then said for all he knowThe picture could be photo shoppedLike I'm going to take time out of my day when I could be sleepingBc I work overnight to Photoshop a picture to take to DHLTracking #*** They should pay the seller to replace my item
The custom bill clearly states 5.3% duty rate on $purchase which equals to $18.97. DHL adds $"payment deferment" on top which is completely fraudulent custom charge
October 05, 2015 Revdex.com North 12th Street Phoenix, AZ 85014RE: Case #*** * *** *** DHL appreciates being given the opportunity to research and address our customer's concernsWe sincerely apologize for the billing issue our customer recently incurred with DHL Unfortunately, DHL would not be able to credit or refund any freight charges as the shipment could not be delivered due to a bad addressThe shipment did not have any contact information for the shipper which resulted in the parcel being returned Once again please accept our sincerest apologies for any inconvenience this may causeSincerely,
*** ***DHL Office of the President
December 15, Revdex.com East Missouri AvePhoenix, AZ RE: *** * *** * *** *** 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 *** Our records indicate that the shipment was delayed departing Hong Kong for the U.Sdue to heavy shipping volume arriving in our main sorting facility in Cincinnati on December 8, 2017, the expected delivery dateThe shipment was not released from U.SCustoms until December 10, Local DHL Management was provided all the details regarding the customer’s feedback and confirmed that the transport vehicle moving shipments from Cincinnati was involved in a crash enroute to the Flint, MI area and did not arrive until late on December 11, 2017. This unfortunately meant the delivery was not completed until December 12, 2017. Once again DHL would like to apologize for the service issues involved. Sincerely, John G*** DHL Office of the President
October 16th 2017 Revdex.com East Missouri Avenue Phoenix, AZ RE: ID#: *** *** *** *** 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 *** Under international law, liability of air cargo carriers (such as DHL) for cargo loss and damage is limitedIn this case, the applicable law is outlined in the Montreal ConventionUnder this international treaty, maximum carrier liability is Special Drawing Rights (“SDR”) per kilogram of lost/damaged itemsAn SDR is an artificial currency unit maintained by the International Monetary fund for use in certain international transactions such as cargo claimsIn effect, the formula used is (Weight in kilograms X SDR value X 19)DHL’s liability is governed and limited by this formula. With a current SDR value of (as found on www.imf.org) and a weight of pounds indicated for the claimed item, Once again please extend our sincere apologies to our customer regarding this issue I responded to Ms*** this morning. There is no negotiation in this matter. The customer has already been issued a check for the full amount allowed under DHL’s Terms and Conditions of Carriage. I explained to her the process to dispute this with the Claims Team but it is unlikely that the outcome will change. Please let me know if you have any questions. Kind Regards, John *** Sincerely, Michelle *** Office of the President DHL Express
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
[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 *** and find that this resolution is satisfactory to me. I was contacted about the issue and found a resolutionI thank DHL for their time and effort
DHL does not seem to understand that it is not just the delay in delivery that has made me so dissatisfied. It is the entire method in which the matter was handled. I am not just looking for my package. I'm looking for a real apology and for some changes in DHL's policies and procedures to rectify this situation so that other customers are not equally disrespected and inconvenienced. I have attached my last communication by email with MsM***. It outlines the changes in procedure that are required to make DHL truly responsive to customers' needs. I remain entirely dissatisfied with DHL's, but I have no interest in continuing to communicate with them in this forum or any other
I was never advised of this requirements before sending my packageAnd I would have been able to provide the requested paperwork if DHL did not take this long to establish comunication between DHLperu, peruvian customs and meNow I can not proved the paperwork from a doctor because my uncle leg has been amputated and the dressings are not needed any moreI need my package return to me or my money back
May 16, Revdex.com E Missouri AvePhoenix, AZ RE: Complaint ID # *** * *** *** DHL appreciates being given the opportunity to research and address our customer's concerns I received confirmation that our customer,
through our auto notification system, on May 8th at 6:46am authorized the courier to leave the package at her front doorReviewing further our GPS system shows the courier was at the correct location at the time of deliveryThe incident with our courier has been reported to the appropriate management team who will take corrective action to avoid these types of customer concernsI am very sorry that our customer did not receive her package in time for her event over the weekendAs all research into this matter has been completed a lost claim will need to be initiated with the company our customer ordered her item from Once again please extend our sincere apologies to our customer regarding this unfortunate incidentSincerely, Mark L*** DHL Office of the President
July 5, Revdex.com East Missouri Avenue Phoenix, AZ RE: *** *** * *** * *** DHL appreciates being given the opportunity to research and address our customer's concernsWe sincerely apologize for the service issues our customer
recently incurred with DHL Airway Bill # Our records indicate that the package was tendered to DHL on June 27, 2017. Due to a handling error, the shipment was temporarily lost and extensive searches were conducted to locate it. The shipment was located in our main hub in Cincinnati on July 6, and is now moving toward its final destination Once again please extend our sincere apologies to our customer regarding this issueSincerely, John G*** Office of the President DHL Express
its sad that DHL refuses to take responsibility for lost packagesI will be forced to let everyone on social media know about the lack of care and customer service DHL has
October 16, 2015 Revdex.com North 12th Street Phoenix, AZ 85014RE: ID#* *** * *** *** DHL appreciates being given the opportunity to research and address our customer's concernsWe sincerely apologize for the service issues our customer recently incurred with DHL I have reached out to DHL Canada and they will contact Ms*** as soon as possible with an update Once again please extend our sincere apologies to our customer regarding this delivery issue.Sincerely, *** ***Office of the PresidentDHL Express
With this respond, it looks like DHL did not even look into our claim?! We have never asked for a refund of consequential damages for lost revenue, travel expenses or time off workWe simply asked for a credit note or at least a discount on the invoices with service failure - partial shipments, late deliveries, etcIf you order express service and you DHL is failing to provide that service due to a service failure - which we have the proof it is - then you should be credited for the shipping costsThat’s what the agreement says
I do not accept the response back from DHLDHL response back to Revdex.com is for me to go through InExpress, well I did, first by phone and then they gave the results by email Please see the email conversation attached Well I sent my next shipment with FEDEX to the same location and it arrived on time, what Fedex showed me is the date it arrivedI use DHL on a monthly basis and this is my first complaint in since when I first started sipping with DHL and I get a very generic response that won't fix the problem
The Fraud Affidavit was filled out The response that we were given was that it was denied because of previous relationship I did NOT have a relationship with the the people who used my account and had packages picked up in other states In the years I have done business with DHL the only packages that have been sent by me were picked up at my address in Carrollton Georgia As in my letter to Revdex.com, I did pay two invoices that I should not have paid(oversight on my part due to very busy season) and am asking for the refund for those two invoices*** *** and *** I am also asking that the invoice *** that they are trying to collect be credited to my account DHL has not tried to resolve the situation due to the fact that my account number was used without my authorization and they pickup up in other states without my permission It is unreasonable for them to say: " Any person who has knowledge of and makes use of your account number is deemed to enter a contract with DHL on your behalf as an agent DHL contacted my first that their may be a fraud problem with my account They also closed my account due to fraud without my knowledge
December 14, Revdex.com EMissouri Ave Phoenix, AZ RE: *** * *** - Case # *** Once again, we sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL Waybill The DHL Management Team in the San Diego area has acknowledged the handling error that caused this shipment to be misdelivered. Corrective action has been taken to prevent similar occurrences in the future however; the specific details are proprietary and cannot be discussed Again DHL would like to apologize for the service issues involved. Sincerely, John G*** DHL Office of the President
December 30, Revdex.com East Missouri AvePhoenix, AZ RE: Ethel Poulos - Case # *** 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 ***The shipment was stopped by German Customs requiring clarification on the documentation sent with the shipment and additional details required from the receiver before the shipment could be released and delivered Our records indicate that both the Billing and Claims departments are currently working on this issue for our customer. They will each handle the matter within their respective areas of responsibility. Should our customer dispute the outcome of either the billing issue or claims issue, the dispute may be lodged with those teams directly 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. A copy of the terms and conditions is available at *** Sincerely, John G*** DHL Office of the President