I made a mistake and said that my issue had been resolved with DHLIt has not. The tracking number for DHL w** *** I also have a recorded message from them saying it was left in the lobby with a cameraThere is no camera. This case is still open.Thank you so much
[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 would be satisfactory, because I have already received the product before the anticipated date of
Regards,
*** ***
Date: February 17, 2017 Revdex.com E Missouri AvePhoenix, AZ RE: Complaint ID #*** * *** *** DHL appreciates being given the opportunity to address your concernsEvery matter of this nature is taken very seriously and investigated thoroughly to ensure corrective measures are taken to avoid future instances. DHL’s contractual obligation is with the shipperUnfortunately we are unable to extend a refund to Mr*** and would suggest that he contact the Shipper of the goods to request his money to be refunded Once again please extend our sincere apologies to our customer regarding this unfortunate incident Sincerely, Tara G***DHL Office of the President
August 4, Revdex.com North 12th Street Phoenix, 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 *** The delay in delivering this package was the result of Duty & Taxes assessed by the U.SCustoms and Border Protection which must be paid before the delivery may occur. Once the payment is made, delivery usually occurs the next business day. Per MrAlhakim’s feedback, he paid the Duty & Taxes at 9:PM local time on August 3, but the DHL delivery station had already closed for the day. The package was delivered to MrAlhakim’s leasing office on August 4, at 11:AM local time With regard to the request for a refund, MrAlhakim would need to reach out to his shipper in Germany as they hold the claim rights to the shipment and any compensation would have to come from them. Sincerely, John G*** DHL Office of the President
In regards to the response below, they refuse to discuss the matter with a person in a position of authority. Billing has been notified as well as their claims dept that we are refutting the charges based on the case presentedAs of today, no-one has contacted us to resolve the matter. We expect a billing adjustmentWe have presented all the details as outlined to you and they will not return our calls to discuss or resolve. The person who took the claim at DHL is Andrew at *** *** ***. He is aware that we are not paying this bill and he is suppose to contact us to resolve. He and the company as of today has not. Regards, *** ** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** ***system.com
I effectively paid for shipping on this item because it was billed back to me by the seller. The business, much like their previous interaction, is trying to use semantics to cast blame and responsibility on others when they have full ability to attempt to at least rectify the situation as much as able after the fact. They now want me to contact the seller, who has no details about the problems with the shipment, to file a claim through their UK branch, who did not have any part in the delivery process. Why will won't the company directly involved actual deal with the issue at hand?I want to thank the Revdex.com for their assistance in this matter. Regards,*** ***
July 27, Revdex.com East Missouri Avenue Phoenix, AZ RE: Complaint ID * *** *** *** DHL appreciates being given the opportunity to research and address our customer’s concerns and sincerely apologizes for the inconvenience causedDHL Czech Republic was contacted on behalf of our customer informing them that the package under the DHL tracking number *** was never received by Mr***The request was made to reach out to the shipper directly and provide them with this information in order to initiate a lost claim According to the response received the shipper was alerted to the lost shipment but Mr*** must contact the shipper directlyIf there are further concerns to report please let us know as soon as possible Once again please extend our sincere apologies to our customer regarding this unfortunate incident Sincerely, Mark L*** Kind Regards, DHL Office of the President
May 1, 2017 Revdex.com E Missouri AvePhoenix, AZ RE: Complaint ID # *** *** * *** DHL appreciates being given the opportunity to research and address our customer's concerns Per our research, we have confirmed delivering Ms***s
shipment to her home at *** *** *** and leaving it under the matt, which was at the front doorWe have spoken with MsFord and she did confirm locating her package Once again please extend our sincere apologies to our customer regarding this unfortunate incident Sincerely, Tara G***DHL Office of the President
May 26, Revdex.com E Missouri AvePhoenix, AZ RE: Complaint ID # *** * *** *** DHL appreciates being given the opportunity to research and address our customer's concerns I have received our customers request for
reimbursement. DHL conducts business in accordance with its Terms and Conditions of CarriageThese Terms and Conditions govern all of the shipments that travel through our network. Unfortunately, consequential damages for lost revenue, travel expenses or time off work are not covered Once again please extend our sincere apologies to our customer regarding this unfortunate incident Sincerely, Mark L*** DHL Office of the President
February 8, Revdex.com East Missouri AvePhoenix, AZ RE: *** *** - Case # *** DHL appreciates being given the opportunity to research and address our customer’s concerns Once again, we sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL Waybill *** and any miscommunication that occurred The facts are as previously statedU.SCustoms and Border Protection (***) had a hold in place on December 13, when the shipment arrived in our main sort facility in Cincinnati. The package inadvertently moved to our Dallas facility and had to be returned to Cincinnati for *** to complete a physical exam of the contentsOnce *** released the shipment, it was returned to DHL Express and the delivery was completed on January 3, The response from the *** Senior Public Information Officer only makes a general supposition as to what occurred with this specific shipment, followed by a blanket statement as to the clearance process and a standard disclaimer DHL Express submits all shipments to *** for clearance in advance of their arrival to speed the movement of the large amount of goods imported to the U.Son a daily basis. Most are cleared in this manner and move seamlessly through without delay but *** reserves the right to stop and inspect Any shipment, even after a preliminary release has been given. DHL Express did err in allowing the shipment to move without clearance but did not fail to file for customs entry as was suggested Once again DHL would like to apologize for any inconvenience. Sincerely, John G*** DHL Office of the President
There's to much money and also if the guy came to our house to pick up a package then why didn't they drop it off in the first place, then the driver called the manager and the the manager said that the package has been delivered to the house near the school, if they knew were the package was why didn't they just get when we kept calling them, they also lie about who the manager/supervisor is alsoWe spoke to someone and told them to transfer us to a supervisor/manager and they did and then couple days after we call again and someone told us that person is not a manager or supervisor
July 21, Revdex.com East Missouri Avenue Phoenix, AZ RE: Complaint 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 6738604106. Our records indicate that this package was successfully delivered on June 26, at 7:PM local time to the address the shipper entered on the DHL Airway BillAs requested by our customer the package was to left at his apartment door, unit # 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 move 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 your shipper in China as they contracted with DHL to carry the goodsYou will need to contact your shipper regarding and refund or replacement A copy of the terms and conditions is available at *** We always seek areas of opportunity to improve our customer experience and appreciate the customer bringing this to our attention. Sincerely, Mark L*** DHL Office of the President
Dear Revdex.com,Please see letter attached with explanation. We always seek areas of opportunity to improve our customer experience and thank you for bringing this to our attention.Shelby R*** DHL again appreciates being given the opportunity to address your concernsEvery matter of this nature is taken very seriously and investigated thoroughly to ensure corrective measures are taken to avoid future instances.Please see timeline below where the customer was advised properly with what was needed for clearanceTeresa has been advised the same by all the agents that due to the contents of the shipment being labeled as “medical goods” that Peruvian Customs needing additional documentation in order to have the shipment releasedOn March 14th Teresa was advised that DHL Peru was requesting the following; Letter of clarify to change consignee name, Commercial invoice detailing correct consignee name, and Full description of goodsThat documentation was provided on the 17th to PeruOn the 20th Peru came back stating that the documents were incorrectShe did not put the consignee name correctlyThe name needed to state *** *** *** ***E.On the 21st Peru came back stating the documents were incorrect again, the shipper had put her own name in as the contact person field when the shipper is not able to use their own contact information for an Import into another countryPeru provided the exact documents that needed to be filled out for clearance which was emailed to Teresa on the 22ndTeresa came back and stated the name needed to be *** *** *** and provided a photo of the consignee IDThis was provided to Peru’s Imports department for clearanceOn the 27th Peru came back and stated that the letter needed to be physically signed for customs purposesTeresa was advised and stated that she wanted the shipment to be returned back to herPeru submitted the request to return the shipment to customs which they ultimately denied due to the shipment already being deemed as abandoned per Peruvian Customs.Teresa then escalated this to our CEO Greg H*** where it was assigned to an Executive Response Agent on April 3rdTeresa was advised that due to the contents being noted as a Medicine on the shipping documents further documentation was required and that DHL makes every effort to comply with any applicable local and federal laws and regulations. Unfortunately in this case the shipment required additional documentation requested by Peruvian Customs. Due to the uncontrollable nature of the matter, DHL is unable to assume liability for the delay.Once again please extend our sincere apologies to our customer regarding this unfortunate incidentOur customer’s experience was certainly not indicative of the high service standards our customers deserve and expect. Shelby R***Executive Response and Social Customer CareExecutive Response and Social Customer Care
February 15, Revdex.com E Missouri AvePhoenix, AZ RE: Complaint 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 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, Danish Ali, for any refund or replacementThis goes in accordance with our Terms and Conditions in which the shipper is agreeing to upon completing the waybill for the shipment Unfortunately, consequential damages for travel, lost revenue, etcare not covered under the Terms and Conditions. A copy of the terms and conditions is available at www.dhl-usa.com Once again please extend our sincere apologies to our customer regarding this unfortunate incident Sincerely, Mark L*** DHL Office of the President
** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
I will not subject myself to another useless phone call in which I get no resultsThey make you feel as if you are the one at faultAll we desire is the monies to be reimbursed
February 22, Revdex.com E Missouri AvePhoenix, AZ RE: Complaint 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 *** It has been confirmed that our customer’s package has been mis delivered and all attempts to recover it has been unsuccessfulDHL urges our customer to contact their shipper as soon as possible to initiate a lost claim Once again please extend our sincere apologies to our customer regarding this unfortunate incident Sincerely, Mark L*** DHL Office of the President
May 26, Revdex.com E Missouri AvePhoenix, AZ RE: Complaint ID * *** * *** * DHL appreciates being given the opportunity to research and address our customer's concerns I have received our customers request for
reimbursement. DHL conducts business in accordance with its Terms and Conditions of CarriageThese Terms and Conditions govern all of the shipments that travel through our network. Unfortunately, consequential damages for lost revenue, travel expenses or time off work are not covered Once again please extend our sincere apologies to our customer regarding this unfortunate incident Sincerely, Mark L*** DHL Office of the President
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.I would like to know if each DHL outlet operates independentlyThe reasons are that the tracking of the package was done via the DHL webpage and all the complaints were to DHL headquartersHow come then for the refund I have to deal with the outlet I drop the package? If this is the policy then I will do it with a copy of the response I received from DHL
Regards,
*** *** ***
I made a mistake and said that my issue had been resolved with DHLIt has not. The tracking number for DHL w** *** I also have a recorded message from them saying it was left in the lobby with a cameraThere is no camera. This case is still open.Thank you so much
[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 would be satisfactory, because I have already received the product before the anticipated date of
Regards,
*** ***
Date: February 17, 2017 Revdex.com E Missouri AvePhoenix, AZ RE: Complaint ID #*** * *** *** DHL appreciates being given the opportunity to address your concernsEvery matter of this nature is taken very seriously and investigated thoroughly to ensure corrective measures are taken to avoid future instances. DHL’s contractual obligation is with the shipperUnfortunately we are unable to extend a refund to Mr*** and would suggest that he contact the Shipper of the goods to request his money to be refunded Once again please extend our sincere apologies to our customer regarding this unfortunate incident Sincerely, Tara G***DHL Office of the President
August 4, Revdex.com North 12th Street Phoenix, 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 *** The delay in delivering this package was the result of Duty & Taxes assessed by the U.SCustoms and Border Protection which must be paid before the delivery may occur. Once the payment is made, delivery usually occurs the next business day. Per MrAlhakim’s feedback, he paid the Duty & Taxes at 9:PM local time on August 3, but the DHL delivery station had already closed for the day. The package was delivered to MrAlhakim’s leasing office on August 4, at 11:AM local time With regard to the request for a refund, MrAlhakim would need to reach out to his shipper in Germany as they hold the claim rights to the shipment and any compensation would have to come from them. Sincerely, John G*** DHL Office of the President
In regards to the response below, they refuse to discuss the matter with a person in a position of authority. Billing has been notified as well as their claims dept that we are refutting the charges based on the case presentedAs of today, no-one has contacted us to resolve the matter. We expect a billing adjustmentWe have presented all the details as outlined to you and they will not return our calls to discuss or resolve. The person who took the claim at DHL is Andrew at *** *** ***. He is aware that we are not paying this bill and he is suppose to contact us to resolve. He and the company as of today has not. Regards, *** ** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** ***system.com
I effectively paid for shipping on this item because it was billed back to me by the seller. The business, much like their previous interaction, is trying to use semantics to cast blame and responsibility on others when they have full ability to attempt to at least rectify the situation as much as able after the fact. They now want me to contact the seller, who has no details about the problems with the shipment, to file a claim through their UK branch, who did not have any part in the delivery process. Why will won't the company directly involved actual deal with the issue at hand?I want to thank the Revdex.com for their assistance in this matter. Regards,*** ***
July 27, Revdex.com East Missouri Avenue Phoenix, AZ RE: Complaint ID * *** *** *** DHL appreciates being given the opportunity to research and address our customer’s concerns and sincerely apologizes for the inconvenience causedDHL Czech Republic was contacted on behalf of our customer informing them that the package under the DHL tracking number *** was never received by Mr***The request was made to reach out to the shipper directly and provide them with this information in order to initiate a lost claim According to the response received the shipper was alerted to the lost shipment but Mr*** must contact the shipper directlyIf there are further concerns to report please let us know as soon as possible Once again please extend our sincere apologies to our customer regarding this unfortunate incident Sincerely, Mark L*** Kind Regards, DHL Office of the President
May 1, 2017 Revdex.com E Missouri AvePhoenix, AZ RE: Complaint ID # *** *** * *** DHL appreciates being given the opportunity to research and address our customer's concerns Per our research, we have confirmed delivering Ms***s
shipment to her home at *** *** *** and leaving it under the matt, which was at the front doorWe have spoken with MsFord and she did confirm locating her package Once again please extend our sincere apologies to our customer regarding this unfortunate incident Sincerely, Tara G***DHL Office of the President
May 26, Revdex.com E Missouri AvePhoenix, AZ RE: Complaint ID # *** * *** *** DHL appreciates being given the opportunity to research and address our customer's concerns I have received our customers request for
reimbursement. DHL conducts business in accordance with its Terms and Conditions of CarriageThese Terms and Conditions govern all of the shipments that travel through our network. Unfortunately, consequential damages for lost revenue, travel expenses or time off work are not covered Once again please extend our sincere apologies to our customer regarding this unfortunate incident Sincerely, Mark L*** DHL Office of the President
February 8, Revdex.com East Missouri AvePhoenix, AZ RE: *** *** - Case # *** DHL appreciates being given the opportunity to research and address our customer’s concerns Once again, we sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL Waybill *** and any miscommunication that occurred The facts are as previously statedU.SCustoms and Border Protection (***) had a hold in place on December 13, when the shipment arrived in our main sort facility in Cincinnati. The package inadvertently moved to our Dallas facility and had to be returned to Cincinnati for *** to complete a physical exam of the contentsOnce *** released the shipment, it was returned to DHL Express and the delivery was completed on January 3, The response from the *** Senior Public Information Officer only makes a general supposition as to what occurred with this specific shipment, followed by a blanket statement as to the clearance process and a standard disclaimer DHL Express submits all shipments to *** for clearance in advance of their arrival to speed the movement of the large amount of goods imported to the U.Son a daily basis. Most are cleared in this manner and move seamlessly through without delay but *** reserves the right to stop and inspect Any shipment, even after a preliminary release has been given. DHL Express did err in allowing the shipment to move without clearance but did not fail to file for customs entry as was suggested Once again DHL would like to apologize for any inconvenience. Sincerely, John G*** DHL Office of the President
There's to much money and also if the guy came to our house to pick up a package then why didn't they drop it off in the first place, then the driver called the manager and the the manager said that the package has been delivered to the house near the school, if they knew were the package was why didn't they just get when we kept calling them, they also lie about who the manager/supervisor is alsoWe spoke to someone and told them to transfer us to a supervisor/manager and they did and then couple days after we call again and someone told us that person is not a manager or supervisor
The apology has fixed nothing Now what? Too many business apologize and fix nothing just to close the case It is not happening here
July 21, Revdex.com East Missouri Avenue Phoenix, AZ RE: Complaint 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 6738604106. Our records indicate that this package was successfully delivered on June 26, at 7:PM local time to the address the shipper entered on the DHL Airway BillAs requested by our customer the package was to left at his apartment door, unit # 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 move 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 your shipper in China as they contracted with DHL to carry the goodsYou will need to contact your shipper regarding and refund or replacement A copy of the terms and conditions is available at *** We always seek areas of opportunity to improve our customer experience and appreciate the customer bringing this to our attention. Sincerely, Mark L*** DHL Office of the President
Dear Revdex.com,Please see letter attached with explanation. We always seek areas of opportunity to improve our customer experience and thank you for bringing this to our attention.Shelby R*** DHL again appreciates being given the opportunity to address your concernsEvery matter of this nature is taken very seriously and investigated thoroughly to ensure corrective measures are taken to avoid future instances.Please see timeline below where the customer was advised properly with what was needed for clearanceTeresa has been advised the same by all the agents that due to the contents of the shipment being labeled as “medical goods” that Peruvian Customs needing additional documentation in order to have the shipment releasedOn March 14th Teresa was advised that DHL Peru was requesting the following; Letter of clarify to change consignee name, Commercial invoice detailing correct consignee name, and Full description of goodsThat documentation was provided on the 17th to PeruOn the 20th Peru came back stating that the documents were incorrectShe did not put the consignee name correctlyThe name needed to state *** *** *** ***E.On the 21st Peru came back stating the documents were incorrect again, the shipper had put her own name in as the contact person field when the shipper is not able to use their own contact information for an Import into another countryPeru provided the exact documents that needed to be filled out for clearance which was emailed to Teresa on the 22ndTeresa came back and stated the name needed to be *** *** *** and provided a photo of the consignee IDThis was provided to Peru’s Imports department for clearanceOn the 27th Peru came back and stated that the letter needed to be physically signed for customs purposesTeresa was advised and stated that she wanted the shipment to be returned back to herPeru submitted the request to return the shipment to customs which they ultimately denied due to the shipment already being deemed as abandoned per Peruvian Customs.Teresa then escalated this to our CEO Greg H*** where it was assigned to an Executive Response Agent on April 3rdTeresa was advised that due to the contents being noted as a Medicine on the shipping documents further documentation was required and that DHL makes every effort to comply with any applicable local and federal laws and regulations. Unfortunately in this case the shipment required additional documentation requested by Peruvian Customs. Due to the uncontrollable nature of the matter, DHL is unable to assume liability for the delay.Once again please extend our sincere apologies to our customer regarding this unfortunate incidentOur customer’s experience was certainly not indicative of the high service standards our customers deserve and expect. Shelby R***Executive Response and Social Customer CareExecutive Response and Social Customer Care
February 15, Revdex.com E Missouri AvePhoenix, AZ RE: Complaint 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 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, Danish Ali, for any refund or replacementThis goes in accordance with our Terms and Conditions in which the shipper is agreeing to upon completing the waybill for the shipment Unfortunately, consequential damages for travel, lost revenue, etcare not covered under the Terms and Conditions. A copy of the terms and conditions is available at www.dhl-usa.com Once again please extend our sincere apologies to our customer regarding this unfortunate incident Sincerely, Mark L*** DHL Office of the President
** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
I will not subject myself to another useless phone call in which I get no resultsThey make you feel as if you are the one at faultAll we desire is the monies to be reimbursed
February 22, Revdex.com E Missouri AvePhoenix, AZ RE: Complaint 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 *** It has been confirmed that our customer’s package has been mis delivered and all attempts to recover it has been unsuccessfulDHL urges our customer to contact their shipper as soon as possible to initiate a lost claim Once again please extend our sincere apologies to our customer regarding this unfortunate incident Sincerely, Mark L*** DHL Office of the President
May 26, Revdex.com E Missouri AvePhoenix, AZ RE: Complaint ID * *** * *** * DHL appreciates being given the opportunity to research and address our customer's concerns I have received our customers request for
reimbursement. DHL conducts business in accordance with its Terms and Conditions of CarriageThese Terms and Conditions govern all of the shipments that travel through our network. Unfortunately, consequential damages for lost revenue, travel expenses or time off work are not covered Once again please extend our sincere apologies to our customer regarding this unfortunate incident Sincerely, Mark L*** DHL Office of the President
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.I would like to know if each DHL outlet operates independentlyThe reasons are that the tracking of the package was done via the DHL webpage and all the complaints were to DHL headquartersHow come then for the refund I have to deal with the outlet I drop the package? If this is the policy then I will do it with a copy of the response I received from DHL
Regards,
*** *** ***