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Failed delivery

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DHL Woodside NY
New York
United States
DHL New York. During the snow storm a day ago, I waited in front of our building lobby from 5pm to 630pm to ensure that when DHL comes I will be able to receive my shipment.
Around 606pm the same night, while I was waiting, I received a failed delivery notice stating that "Delivery attempted; recipient not home." I immediately called DHL customer support about the matter since I was literally standing in front of the lobby. The size of the lobby was not that big (as in 3 meters x 5 meters and the entrance door leading to the door bell was no wider than 3 meters x 2 meters approx.)
The DHL supervisor called me the following day stating that he believes what his driver told him that there was an attempted delivery made and that a notice was even posted where the door bell was.
A simple apology from DHL due to the undelivered shipment due to the snow storm should have been sufficient and no other excuses.
The building super intendent was also plowing the snow in front of the building the entire time and no DHL ever approached him as well.

I had to rent a car to get my shipment from DHL facility in Woodside NY due to lost of confidence and trust with DHL.
Note: A simple apology …is that too hard to make?
Complaint comments Comments (25) Complaint country United States Complaint category Other


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N  11th of Sep, 2008 by    0 Votes
I Bought an Halogen Oven from JML Who unfortunately uses DHL for delivery.

First attempt to deliver, could not find my house, although I have given my FULL address to JML. The post office and other deliveries have been made without problems.

Next day, second attempt, not turned up, according to the DHL tracking website, he has been and no answer and have left a card. Door bell working and not sounded, no card left, clearly this idiot has attempted to deliver my oven to the wrong address. I will never use DHL again nor will I buy from any company which uses them as delivery.

Because of this pathetic driver, JML lost me as a customer, I cancelled my order, and I am not getting my oven. I have taken 2 days off work for this.
A  13th of Nov, 2008 by    0 Votes
DHL Ashton

How on earth can this company run a world wide service when they can't even deliver a parcel a few miles down the road from their depot?

Today I have waited in for my parcel that I have been tracking, on my last check it said the driver had been, nobody in and a card had been left -all lies I'm afraid.

I immediately checked behind my door for the card which was non existent so then I went on the journey of trying to get through to someone who actually knows what they're doing, I have spent over 30 minutes ringing all manner of numbers that each one gave me and of course each on said it was the wrong department, eventually I did get through so someone who said he would arrange delivery for tomorrow afternoon, if this actually happens God only knows. Somehow I don't think it will.
The only good thing I can say about the firm are the actual telephone staff who were very polite if not all that helpful as all they did was give me yet another wrong telephone number.
N  3rd of Jul, 2009 by    0 Votes
exactly the same experience.. amazing !!!

they are a bunch of clowns..

no telephone number to contact them on their website..

u call a central number and they say nothing to do with us..

the number they gave me was wrong..

and in all this they have meant to have been and dropped a while you were out card.. to a business address that is open from 7am-6pm..

A  29th of Jul, 2009 by    0 Votes
I am experiencing the same thing at the moment.
I bought goods from Direct Sports and they have been handed to Ashton Home Delivery apparently on behalf of DHL. I have been tracking my parcel for two days now and they have given all sorts of wrong information on the tracking page. They claim to have been here and nobody was at home, and today they claim that no one was at home to receive a card. First off, I took two days off work to make sure that someone would be at home to receive the parcel, so I have been at home all the time. Secondly, said card are usually left in your latter box even if there's no one at home.
The service leaves a lot to be desired and I am not operating with DHL or any company that uses DHL services.
a disgrace indeed!
A  23rd of Oct, 2009 by    0 Votes
Looks like im in the same boat. I too took two days off and according to the online tracking and call centre, they tried to deliver the parcel last night at 8.30 pm .. funnily enough I just happened to be looking out my front window waitng for the driver between 8-9 pm . Why do they insist on lieing like this to their customers as if we are complete idiots and dont know what we are talking about. My parcel also came to Ashton Depot and is a very expensive mobile phone which i need before monday as I leave the country for a month. My worst fear is that its been stolen as I found out today from the call centre that DHL@Home uses people who have completley seperate daytime jobs nad just work for DHL in the evenings. Doestnt sound like very good business practice to me. Stay away from DHL and anyone who uses them to deliver goods.
N  30th of Oct, 2009 by    0 Votes
I'm also in the same boat. Man I hate Ashton Home Delivery. After several no-shows, their claims that I wasn't home (and of course false claims of leaving "no one home" cards) and calls to DHL I managed to get Ashton Home Delivery's direct telephone number: 0844 248 0528.. Only that it didn't help anything since after about 20 minutes of waiting in the queue I was bluntly hung up on. Well, I tried again and again after 20 minutes of waiting someone just hung up :(

I can't believe DHL is so crappy in England! There never were any problems in Germany with DHL.
A  3rd of Dec, 2009 by    0 Votes
I missed a DHL@Home delivery monday, no contact number on the card, no delivery tuesday.called the automated number tuesday evening with next available date being thursday.

On Thursday i had the feeling it wasnt going to happen so on the website phoned the customer service number and apparently the parcel is waiting for me at the depot 25 miles away at Ashton.!!!.

The guy was very apologetic and promised delivery for tomorrow.

I guess i wownt be using DHL again,
A  4th of Dec, 2009 by    0 Votes
What can I say, DHL are doing exactly the same thing with me. Having stayed in between 8am-5pm, they did not show up and the tacker said "Delivery Address Inadequate" which is a bare-faced lie.

DHL are really poor.
A  22nd of Dec, 2009 by    0 Votes
I too have a "Held - Inadequate Address" situation ongoing...
I got the tracking number from the sender yesterday and after I had seen the status I called the number to see what the problem was. Bearing in mind this is an 0844 number and it costs me 20p/min...
Spent 6 mins on the phone yesterday... Synopsis of the conversation:

We do not have a house number.
If you look at the address it is for a Marina, I live on a boat.
So how do we find you?
The clue is in the name... It's a large area of water sat next to the second line of the address!
Oh.. Yes.. It will go out tomorrow and the driver will call when they get there.
Great, Thank You

I checked the website again this morning around 09:30 and the status was still "Held - Inadequate Address" so back on the phone again to see what was happening.
The 0844 number gets connected as soon as you dial but you then go into an internal network so although you hear a phone ringing it is actually being charged!!!
Tried a couple of times but the call got dropped after 30 Sec each time so I called the head office number 01332816960 (a real number so part of my free minutes) explained what was happening, and they agreed to transfere me to the local depot.
After 15mins of them trying I was finally put through, explained my concirns, was told they would contact the local depot again, and also told to call back if I had not hbeen called back by midday. Also given a Ref No to use if I had to call back.

I checked the status again on the website at midday and it had changed...

Updated today at 11:45 "Held - Inadequate Address" !!!

Back on phone 6 mins this time to have a DORK tell me they have a backlog due to the weather and it will go out when they can do it... AAGGHHHHH

I am now waiting for a call back from his supervisor (at my request). If they don't call back I shall be straight on the phone to head office again with a threat of misreprisentation of goods or services offered...
N  23rd of Dec, 2009 by    0 Votes
I have just put my story about DHL's Ashton Delivery Centre here: http://real-deal-blog.com/2009/12/23/ashton-service-centre-dhl/
A  15th of Jan, 2010 by    0 Votes
is this place open on a saturday??? im having the same problem! help!
A  15th of Apr, 2010 by    0 Votes
found this after googling having failed to persuade DHL call centre to give me Ashton's number.

waited in all day and was within 30ft of front door from 6.45am to 11pm - no parcel. i have 5 dogs and a heap of chickens - every single one of which gets rather loud if anyone comes through the front gate.

checked the tracking link again - was showing 'out for delivery' all day yesterday to c.10pm, but this morning had changed to say it was signed for at 6pm last night... not here it wasn't! god only knows where it is!
A  8th of Sep, 2010 by    0 Votes
It is true - DHL are ghastly - I was ouor on Monday so followed the instructions on the card to rebook my delivery for today. I took the day off and waited all day. Eventually I called DHL and they said they had not got my requested for redelivery - confirmed that Ii have had their emila confirmation and was told that service is only available for over seas delivery - advised that it was the instruction on the card left and was told by DHL it is an automated message and does not go anywhere - I could understand them getting it wrong if I had asked them to make my dinner - but they are supposed to deliver a parcel - apparently that is their business - wont be buying from a company that uses DHL again - what a rotten service.
A  9th of Nov, 2010 by    0 Votes
I had the problem with "Unable to locate" despite having a full address available to them. Funny everyone else doesn't seem to have a problem delivering to use, even DHL in the past. I reckon they didn't bother because of the rain. Disgraceful service.
A  21st of Dec, 2010 by    0 Votes
snap i had the same problem with dhl... i try track my parcel with the track number i have, , every time i ring they dont know where it is and the parcel been missin for a week ... when the parcel arrived its been open and the stuff in side was taken out and when i rung up striaght away they said we still tryin locate your parcel, , which bit wired i said i have it with me but i have a empty box... told me someone will call me straight away im still waitin ... this company i will never use again they not only poor service also take goods off u and take your delivery money even when ur goods missin...
A  25th of Dec, 2010 by    0 Votes
worst service from DHL, today 12/24 I waited for 6 hours and the driver never delivered my item and he/she even lied to the station that he/she had stopped by at 4:47pm and told them that we are closed!! I was waiting for 6 hours and called at least 6 times from 12 - 5 pm to make sure that the driver will come. DHL agents told me the item will be delivered by 5pm absolutely, when it turned sour, they are playing game and tried to use the fake report from the driver. If the driver stopped by, there should be a stick or pad letf on door. I was in the office and kept the warehouse's door open and was not able to help my family on xmas. Worst service and I am not going to use DHL any more!! So bad even under this economy!!!
A  4th of Jan, 2011 by    0 Votes
DHL are a nightmare. I apparently 'missed' my delivery today at 2.10pm. . .which would be entirely believable if it weren't for the fact no card was left and none of my neighbours have seen a DHL van in the area today! I only found out my delivery was in limbo because I called Carphone Warehouse, who kindly provided me with a reference number as the lack of a card from the mystery DHL driver meant I had no details. Upon finally getting through to the company after a 10 minute wait, I was informed I could either collect my delivery from the depot (I don't drive, and a taxi would cost around £30 there and back - necessary since my parcel is too big for me to carry on the bus) OR they could MAYBE rearrange delivery for within another 2 days. . . the delay being because I had called after 4. When I pointed out I would have called sooner if I had a card that showed a delivery was attempted, they claimed that was not their responsibility. O, and apparently the fact no DHL van was sited by my neighbours was mere coincidence with the fact the card was not left. The woman was rude and unhelpful, and kept saying it was my fault since I wasn't in. . .but there is no card to prove they even attempted delivery! Pretty certain delivery has not been attempted. And lack of a card means I had trouble convincing them to even talk to me. No way am I asking them to redeliver. I shall have to find some way to get there and personally retrieve my parcel. On the same day, the store my boyfriend works for received a delivery from DHL that was supposed to go to a customer's address. When they pointed out in store that the address was not the store one, the guy refused to take the delivery back and stated it would be their responsibility to have it moved again (ie pay more money!). . .BUT it was clearly the wrong address! I can't believe a company can get away with this, and also put words like 'reputable' on their website. Makes me sick. I will never ever willingly use their company.
N  1st of Jun, 2011 by    0 Votes
to the manager of dhl in london i am writing this to complain because i didnt get my delivery more than 10 days
and i called to the office many times but unfortunatly every member of your staff were telling me different store.

now i am really getting fed up and i spent alot of money for this.

can you please kindly make investigation regarding why my delivery has not deliver?

idris suleiman

65 beckett house lingham st sw9 9dn
thank you
A  8th of Jun, 2011 by    0 Votes
Sometime there are some lazy staff who think they are the clever ones. I had an interesting experience when I received a heavy package and the DHL staff did not delivered it to me, I guess he was afraid of damaging his spine. When I tracked my package I found "delivery attempt, recipient not at home"... and I knew it was a lie. I went DHL immediately and the DHL courier guy couldn't possibly arrived first than me, but my package was there. He said he rang the bell and no one was in. Liar. Actually this trick is quite old already.
I had an arguing with them cos I hate stupid liars. NOW I have another package and it has arrived, but they are inserted the data on the tracking system. I guess it is a pay back, probably they will get in trouble with me.
A  8th of Jun, 2011 by    0 Votes
Despite these complaint here I have to say DHL is still one of the best. This does not mean they are very good, it mean that other are way terrible. In the terrible one' list we have Royal Mail International (I should say Royal Snail International) which takes 45 days to deliver a package to South East Asia, not in the middle of the jungle, but to Singapore, Macao for example. I know cases like this. Jules Verne took 80 days around the world by balloon in the 19th century... today Royal Mail takes 45 days to travel half world.
We put in the same list USPS, and Parcel Force (Parcel Farse) which is quite famous, but not for the good reasons.

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