Complaint Rating:

Company information:
DHL
Birmingham, Alabama
United States

(Sorry - this is long because I am still upset)
DHL's computerized system used at Mailboxes Etc. does not indicate that 2 day ground delivery will take longer, will not include weekends and is not guaranteed.
My package was dropped off on Wed morning 10/15/08, apparently not picked up until Thurs. and tracking stopped on when departing Atlanta at 2:02am Friday morning 10/17, the day I had wanted it delivered to Rhinebeck, NY. When that status had not changed by the end of Friday I contacted MBE who could only direct me to DHL. The first person told me there was no 2 day guarantee on ground deliveries and that they were closed until Monday.
When I call DHL on Sat. morning I was put on hold for over 5 minutes because they could not locate the number I gave them.
MBE had been in touch in the meantime explaining that the computerized system they leased indicated 2 day DHL ground delivery was guaranteed. When I attempted to check tracking online the tracking number gave an error (my computer remembered the number that had worked earlier; it had just disappeared from the system). I called 1-800-CALLDHL and was told that their records confirmed my last sighting of departing Atlanta at 2:02am Friday and said it had been scanned in at Allentown PA at 6:48pm on Fri. 10/17 and was scheduled for delivery tomorrow (Sun). This was after she told me they were closed until Monday. She told me it had been scanned 3 more times while in Allentown - 9:19pm and 9:21pm on 10/17, and at 4:17am on Sat. 10/18. When I asked about the number of PA scans she said that I wouldn't understands - not something a disgruntled customer wants to hear. When I rhetorically asked why anyone would use DHL given they didn't guarantee their 2 day deliveries and in fact promised only that would take up to 6 business days, she suggested because it was cheaper...I repliedthat I didn't consider $30 cheap and could have mailed it USPS for less and gotten it there by now.

I asked for a number at the Allentown facility to lodge a complaint and asked he to also send them one on my behalf. The number I called directed me back to the 1-800 number for complaints but offered an option to report missing work. I left a voicemail giving my name, number and reporting my missing work - along with the tracking number.

It's too late to fix the mess they've made and leaving that message made me feel only a little better. I strongly urged MBE to drop DHL from their options and pursue getting the refund they offered me out of them.

I strongly urge you to look elsewhere for your shipping needs - it isn't worth whatever savings they claim - time is money too.