DHL Express review: Lost package

This is my first time have a lost package with DHL and the customer service is horrible. My package shown arrived in Jacksonville, FL on 8/3/23 and I reach out on 8/15/23 to find out why it has been over a 10 days period and the tracking still show in Jacksonville location. What kind of a logistic system that the package does not show a finished delivery yet no one responsible to reach out to the recipient to find out. After I reached out, the person handle my case is Samantha and her extension is x53127. She texted me the first time on 8/16/23 with her extension to call back. I tried to call her back several times and every time Robert at extension x54308 picked up. For the next 3 days, Robert kept promising me that the team is tracking and let me know the progress and unless I called no one reach out to me.

I tried to call Samantha again no luck after the 5th times with her extension and all I get from Robert's excuses for her is she is too busy to pick up my call. I asked Robert to connect me with her supervisor. Monica, the supervisor called me while I was at work and left me a text to call her back at [protected] with no extension number. I tried to called back and not one know her name and there was no last name either. I called the other service number [protected] but no one know either. What kind of an organization is this? From the top to the bottom, no one taking any accountability whatsoever. Today, Samantha finally messaged me Not call by the way to tell me that the package cannot be found and that she will close the file. She tell me to reach out to the shipper for further assistance. If she was my employee, today would have been her last day. The only reason why a business is still in existence is for the customer. Over 250,000 employees at DHL would have to seek employment else where and here you have a customer service that doesn't care about the customer concern for their package.

I can see this is going on with USPS because it's a US government based where the employee and the manager doesn't really care. But this is publicly trade company like UPS and FedEx. You should be more responsible and has better accountability. I checked the Better Business Bureau and it's sad to see that DHL only have 1 star with over 800+ complaints. I guess why I'm not surprise.