Complaint Rating:

Company information:
DHL
San Francisco, California
United States
dhl.com

DHL IS THEFT!!! I shipped my Gibson Guitar via DHL on 12-04-2007. Their driver came to pick it up but the weird thing was he took my guitar and left nothing for me to track and left. I called their costumer service to find out where is the guitar. GUESS WHAT, THE DRIVER REPORTED that he DID NOT PICK UP ANYTHING!! could you believe that!?

Then I called everyday to their CS service, and their representative always says: Oh, there will be somebody call you back in an hour..." BUT NO ONE REALLY CALLED ME BACK!!

The most ridiculous part is everytime they would tell me without the "TRACKING NUMBER", they could not do anything about it. WTF, the driver just did NOT give me one!!

IS not it a simple logic problem?

Ok, then i still keep calling and emailing them. Someday, a guy named KEITH replied:

2007/12/18, DHL Customer Service <CustomerService AT dhl.com>:



Dear Yu-jing Wang,



Thank you for contacting DHL.



We sincerely apologize for the inconvenience caused. Our records indicate that the shipment was lost in transit due to DHL handling errors. However, I request you to contact the shipper who is the authorized person to file a loss claim.



If I can be of further assistance, please advise.



Thank you for using DHL.



Keith

DHL Express

Customer Service

OK. good news isn't it?

THen i faxed my claim form to their claim department. No response AT ALL.

SO I call the claim department. Very funny,

they told me without the TRACKING NUMBER, they will just throw away my claim form.

WTF, then I explain this whole thing again.

But the guy is like a machine and repeating:"i am sorry, without a waybill number, theres nothing i can do. Please contact our costumer service".

I was so upset and i emailed to the KEITH guy who sent the claim form for me. I asked him to help me explain this issue to their claim department. here is what he replied:

"

On Dec 29, 2007 11:56 AM, DHL Customer Service < CustomerService AT dhl.com> wrote:



Dear Yu-jing Wang,



Thank you for your reply.



We sincerely apologize for the inconvenience caused. Unfortunately, I am unable to pull up the information you have provided, please get back to us with a valid tracking number of your shipment so that I can assist you better in this regard.

If I can be of further assistance, please advise.

Thank you for using DHL.

Keih

DHL Express

Customer Service

WTF! is it some kind of a joke?

everything is just back to the BEGINNING.

GUess i will lost the 969 dollar GIBSON GUITAR forever!!