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business delivery / seriously late delivery incompetent staff, disfunctional office in Ibiza

1 Isles Baleares, EspagneIbiza, United States
Contact information:
Phone: +34 971 80 55 66

Dear Sirs

Re: Tracking number [protected] (discovered today 03 December 2008 @ 13.41hrs

I understand that DHL requires an address for delivery purposes.

I understand that DHL does not deliver to PO Box addresses, but you need an address!

I live on an island where 85% percent of all residential addresses are post office box addresses and as such and all other times the BO Box address along with phone contact details have been provided. Many other clients living on Ibiza will relate the same.

One would think that an intelligent DHL office on receipt of a package, will call the recipient and arrange for delivery of the package at a convenient location for both parties. Quite logical and a reasonable solution.

An intelligent office would leave a comprehensible message for the recipient on the numbers provided as well as the package tracking number for future easy reference.

In this instance no tracking number was not provided.

I have now been waiting for & 7 DAYS for an important business package that should have been delivered to my home within a maximum of 48 hours.

Someone in Ibiza (but not I now understand the DHL office) left an incomprehensible message from someone claiming to be delivering for DHL. The mobile telephone number provided is (+[protected]. No package reference number or other details were provided.

The security issue of someone who informs me that he does not really work for DHL but has my contact details concerns me greatly and should concern you as it is a legal breach of customer confidentiality and privacy act.

I called the number provided (+[protected] ) last week to arrange delivery and at no time have I been given a reference number for the package. I was informed that the reference number was unknown. I was also informed today by the person answering this mobile number as follows; " I do not not work for DHL and only makes occasional deliveries and therefore cannot help, call [protected] (your Madrid office)

Today I have made 7 phone calls to your Madrid office over the past 1 hour trying to find an intelligent person who was able to understand that there is a package that is urgently required to be delivered and that unfortunately no tracking number is known. Having been cut off by 5 DHL personnel I eventually encounter and intelligent who understood that the package could tracked using the information that we had, name origin and destination and she did indeed find the tracking number.

I explained to this person that I wanted to lodge a complaint as this situation had happened on 4 previous occasions with DHL. Complaint reference: 3859352 was given and I was further informed that someone called Alicia would call me within the hour.

Alicia (after sales department) has just called and said to me 5 times "I don't know, I don't know I can't help you"

Patience is something I have been blessed with but now I am seriously out of patience and suggest that you organise your company to deliver my package, you have a legal obligation. I have made a reasonable request that the package be delivered by 15:00 today. I have been informed that this is not possible and that I COULD POSSIBLY receive it tomorrow afternoon!

You are a service company and unfortunately your partners??? in Ibiza appear not to know this and your staff in Madrid I suggest require to be retrained.

Your business is reliant and will be sustained on the back of customer loyalty and satisfaction, I respectfully suggest that you revisit your service standards and perhaps look into the activities of your operations and activities in Ibiza.

I would appreciate someone call me urgently as I require a guarantee that my package will be with me by 15:00 this day.

Your truly

Anne Downer

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