Germany - 53113
8 Marta street, 14, 127083, Moscow
I just used DHL Services to send a suitcase from Paris to my friends in Barcelona who were leaving for a cruise. They needed their suitcase with their clothes. DHL promised the suitcase would be there and could be picked up by Friday, the 19th of October. I sent the suitcase on the 15th. It took me a whole day trying to get the phone number and the address of where the suitcase could be picked up. It was promised for Friday. People on the phone in Madrid were extremely rude, and refused to deliver any information about their Barcelona office, saying that they were not to answer any international phone calls. The people in France had no address for their Barcelona office. A dozen e-mails were exchanged, always automatic, please call the same number in Spain. Many times they hung in my face. Finally when my friends went to pick up their suitcase in Barcelona, DHL was closed during their office hours. When the Cruiser's concierge tried to have the suitcase delivered on the boat, after a three hour negotiation DHL flatly refused and hung up in their face. My friends were forced to go on the cruise without their suitcase. After paying 211€ for a failed service and extremely rude communication, I think I should be reimbursed.
I had DHL ship a painting to my home in India (I am a british expat). It was shipped in a very sturdy container. The painting cost me 700 USD , a price which is well documented. The DHL delivery person delivered the painting exposed, on a motorbike while it was raining heavily. It was ruined.
After a very long and stressful process of emails not being responded to and attempts to fob me off completely, they have admitted their failings and offered 100 USD compensation. This despite the fact that they deviated completely from their own standard practices and failed absolutely to deliver as per the standards they set themselves and promise to us as customers. This is, to anybody with even a faint grasp of ethics, is totally unacceptable.
Their response sadly shows how utterly irrelevant we are as customers to these huge faceless companies. If I was responsible for damaging a customers goods through woeful neglect and complete deviation from the quality of service I had promised to that customer, I would have the decency to pay them for the damage my actions had caused. Not so DHL.
The sad thing is that the stress of having your shipment destroyed through incompetence is small compared to the stress of trying to be compensated or even recognized by the company that did it. The response simply adds insult to Injury. This is an awful company to be done wrong by.
DHL (Domestic Delivery) - Rochester, NY
I never use DHL unless it is the only option, as with Dell - I really wish they would change providers. Besides the fact that DHL's customer service is lacking, such as an obvious absence of care, and a rude demeanor, their actual delivery people are ridiculously lazy. We have the same delivery driver at my apartment building for all DHL deliveries. That being the case, you would think he would understand the intercom system that is used to get to any of the apartments. Yet every time I have a DHL delivery, I look up the tracking number to see that the driver claimed that "Consignee premises closed. Will attempt again next business day." I was here, all day, just like every other time they claim I am not here. When calling customer service to explain, yet again, that I should not have to call to cause a stink every time I have a DHL delivery, I was informed that I should "put the driver on the spot and ask him why he cannot figure out how to deliver to me." Way to throw off any responsibility there.
I HATE DHL.
I have received goods from abroad via DHL for the last year as unfortunately they are the preferred carrier for our suppliers. All barring one occasion DHL have sent an invoice which has been duly paid using their bank transmission slips that accompany each invoice. Problem is their own payment system takes weeks and weeks to clear through their maze of departments and each and every time I receive threatening letters from them, once I have had the credit line stopped and have been threatened with the same every other time. When you get hold of someone to complain they give the same apology and promise to investigate and nothing more is heard and they remove the credit block. They then tell you that it is better to use a debit card to pay the bills as their own forms take too long to clear. They are a joke but it is not so funny when they ruin your credit history through their sheer incompetence.
Following parcel number [protected] a tv from dixons was to be delivered on 27th august. Took a day off work and constantly tracked their online service. At 4.30 to my shock it said delivery attempted but no-one was in and card left. This is not true as i was in all day and no card was left. Tried to get in touch with dhl customer service but as far as i know this is non-existent as no-one answered the call just kept playing boring music for over an hour and was then cut off. Got in touch with dixons who had a word with dhl and had it rebooked for the Friday. Rang dixons on friday afternoon to find out that this was not booked and logged by themselves. And was promised redelivery for Following Monday. Phoned Monday afternoon at dixons for them to say that the delivery guy from dhl left without taking the parcel an absolute joke, Now they do not know when they will redeliver. Would never use dixons or any company that use dhl for their delivery method. It seems from the thread that there are very similar complaints about false attempted delivery from dhl.
A package was being sent to me from Austin (about 4 hours away). We live in a very rural area, DHL delivers in this area only on Tues. and Thurs. (btw.. UPS delivers daily, except Sun.). On Tuesday, 8/7/07 the driver was given delivery instructions by our Post Master (she even offered to call me). Instead of waiting for her to call me, the driver said that was OK and left. Not attempting at all to deliver the package, he returned to San Antonio. On THURS I called and gave the "customer service" additional instructions... but had "missed the truck". I called to complain and was routed to a supervisor. They had the driver call and offer to meet me 40 miles away.. oh, and he said our Post Master did not give him directions... but that we are located outside of his route anyway!!!???
About 2:30 pm EST August 9, 2007, my wife heard our dogs barking outside and then one screamed. She ran outside to find a yellow DHL Truck and a driver with a "who me, what, I didn't do nothing" look on his face. She went to our little black and white Rat Terrier "Harley" who was howling in pain on the side of the drive. She ran inside to get keys and purse to drive her to the Vet's returning outside she found Harley was still and upon picking her up found blood on the other side. There was nothing to do now. We have talked to DHL Express who said "accidents happen every day". The DHL Truck and driver belong to another company, Jordanaire, I believe, but I still need to get the spelling. I received a voice mail apology from the contractors boss. DHL admitted that if their driver had hit our house and done property damage they would not be responsible.
I Googled "DHL Driver complaints" while waiting to talk to the Sub Contractor and found another dog killed complaint against DHL from May in Colorado. So I searched Driver complaints against FedEx and UPS who deliver to us all the time. None found.
DHL is not responsible to you while on your property and is sheltered all the while driving in yellow DHL trucks.
I had the misfortune to have to deal with this crappy service. I had some transcripts overnighted to me and after two days the packaged never showed. I contacted the sender and got the tracking number. It turns out they tried to deliver but never left a signature card so how was I to know. I contacted DHL and they assured me it would be delivered on the third day, so I had someone waiting all day. DHL never made an attempt to deliver. The first lie. So, on Saturday they tell me it will be delivered before noon. The second lie. I made over six phone calls to DHL and not once would they allow me to talk to a supervisor. They shouldn't be allowed to do business.
I was really very unhappy and upset with the kind of service DHL is providing to there customer. I will make...
I send some important time sensitive document to overseas on July 5th. DHL representative assured me they are going to be there by July 9th. On July 9th, I received a call that the documents did not arrive. I checked on-line and it seemed that the document were delayed in the clearance center. I called DHL and I asked the rep. about the delay and why they gave a promise that they can not keep.The rep said that the customs delay is out of their had. I replied that since it is their business, they know about the delays and how long it will last, so they should warn the customers and they should not give the promise that they can not keep. The representative was adamant and he told me that they deliver it within three days and any delay in transit is not calculated to the time frame.
I requested the documents to be returned since pass the time was useless and I had to find some other way to get these documents to my sister. The rep. told me that they can not return the document to me via express service. It has to be ground. I could not believe that I spend $52.00 for express service, overseas delivery and not only I did not receive it, DHL could not deliver back my document via express mail.
This company is fraud and I will never use them. At work, we used DHL at one point and we had so many problems that we changed it to UPS. Whoever has founded DHL, need to read these messages and get in touch with reality. Consumers like me are the innocent bystandard and sometimes they need time sensitive documents to be delivered and if the company can not deliver, it needs to close its door. The company is so greedy that it could not deliver back my document in time to me. They said it takes as much as 21 days for me to get back the document and the envelop needed to be returned from OHIO to Houston. I hope and wish DHL go out of business.
Companies like DHL will go down. Look what happened with ENRON. They got greedy. The same fait is waiting for DHL. The final point is the company is fraud and a sham...
I mailed two packages from Texas to myself in the Yucatan of Mexico so I wouldn't have to lug them through the airports. The rest is noted below in my travel blog. Now a LOT of people can see my complaint. And DHL (in the US with English) won't even acknowledge me anymore!) (I had tee shirts printed for my coworkers that cost me $140.00 and the other box is my own (used) clothing.)
The following from my blog to readers / friends:
Not so sure I'll endorse DHL anymore. Remember I had told y'all that I had mailed two boxes (totalling 22 lbs) to myself from Texas to the tune of $339.00 US dollars. The boxes got to Merida before my plane did, but I still haven't gotten them! 9 days now. They are holding them hostage for taxes. Now want $490.00 US more! $4900.00 pesos! The US DHL office is now ignoring me too so I haven't gotten resolution. Will probably have them returned to Beaumont but don't know since states won't answer. Will update y'all when there is a solution. Attorney and I have appointment on Tuesday with Immigration - may have him take me to Customs to find out about the country's Code of Conduct because I feel this is extortion.
I have previously posted a complaint for DHL Latvia. It is now somewhat resolved, I believe in their opinion;...
- DHL staff in Riga Latvia provided us with bad information and the DHL customer service over the weekend was not helpful.
They told us when we called DHL Brussels that they would take some action to request a re routing of a package; but, apparently they did nothing.
We operate a tourist office in Riga Latvia, one of our clients went to Berlin for only the weekend but forgot to take some special medication with them.
We telephone the Riga DHL office whom we have an open account with.
We ask if they would deliver this medicine to the clients hotel in Berlin on Saturday if we shipped on Friday.
The answer was yes.
We completed the DHL Shipping request using the DHL online system.
There was a special box for Saturday delivery and we selected this option.
When the shipping label was printed SATURDAY delivery was clearly printed on the label.
We would NOT have shipped the medicine if we had know it would NOT be delivered on Saturday.
The package arrived at DHL's sort facility in Brussels on Friday night and there it sat for the weekend.
When we called DHL USA late Saturday night for advice, they gave us the number for the DHL Customer service in Brussels and told us they would start a "file record" to re-route the package back to Riga instead of delivering it to the hotel in Berlin.
We have made numerous telephone calls to various DHL offices in Brussels, Berlin and Riga Latvia.
Each time, we have to start from the beginning, like they don't know anything about this problem.
The customer service people are NOT friendly, NOT helpful and do NOT seemed to be concerned.
As we speak, the problem is not resolved.
DHL Latvia wants a signed letter from us guaranteeing that we will pay for the shipment before they re-route back to Riga.
I find their service and attitude to be UNACCEPTABLE.
My account will be closed and I will not intend to use their services any longer.
Mike Johnson, General Manager,
Patricia Tourist Office, Riga Latvia
On May 4th of this year a DHL Driver (The Fleet Inc.) delivered a package to my home on 486 Hyland Drive, Castle Rock, Colorado. I live in Castle Pines Village, a private gated community. As the driver was leaving my driveway she ran over my 4 month old puppy. Both my 13 year old son and I witnessed this event and tried to stop the driver. The incident started when I opened my front door right after the Driver had rang the door bell and left the package. My dog followed her to her van as I opened the door. I immediately called the dog (at this point the Driver is less than 15 to 25 feet away.) The driver ignored my repeated calls to her and the puppy as she was returning from my front porch to her an. During this time the puppy was barking at her and I am yelling at her and the dog and she looked down to acknowledge the dog. She had left her van running (against DHL policy) so that when she got in her vehicle she was able to back up quickly and carelessly out of my driveway. I chased after the Driver and yelled at her to stop, but she kept backing out of my driveway. As she left the driveway and pulled away (I continued calling her) she stopped to look over her dashboard, then pulled forward and hit my dog. I then ran and picked up the dog and she stopped about 30 to 50 feet down the road and returned to my house as my son and I prepared to take the dog to hospital where it died. I called DHL the afternoon of May 4th to report that my dog had been hit and killed and her boss Terry (last name unknown) said she had reported it and said she saw the dog prior to leaving my driveway. In later calls to DHL, the company has accepted no responsibility and will not acknowledge my concern about their lack of safety when leaving a driveway or driving in a private residential area.
My brother recently posted 90 DVD'S which was his personal collection from the UK to Suriname as he was emigrating here.
Total cost was 68 GBP ($135) Personal used items do not carry an import tax burden as I and many friends know having imported many personal items in the past. The DHL guy turns up at my house in his personal vehicle in the evening demanding $900 import tax! After being told to whistle he then managed to "get us a discount" - $450. We agreed thinking we would pay and then send the items back out the country and claim the tax back. No chance he turned up with the box without a single piece of paperwork! He was then sent away to get the paperwork and upon return arrived with a handwritten scrawl on an unofficial piece of paper. He then admitted that there is no official import tax on the item and that "people have to eat" and so we will have to pay! Calling the local office we were told that it is a customs issue and that is Suriname but when challenged that if that was the case we would have to clear the items ourselves and would get official documentation ( I import items for 6 companies weekly) I was asked - "do you want the things or not?". I am going to bury these thieves or at least the local office.
I was supposed to receive 4 packages on 1/23, and today is 1/25, I still haven't got anything! I contact DHL 3 times, gave them my tracking #, and still no one know where my package is!!! First I talked to a person named Tanya; she said they must have the address label wrong, so she issued me a set of new tracking #.
The next day I called and they said the package will be arrived at 2-5pm, which didn’t. So I talked to another person named Debra, she said she can't track the packages but will found out what happened and will give me a call back later, which didn't. So today I try to contact them again because it's 6 pm and still don't have my packages. Someone name Ericka answered the phone with the worst attitude in the world, and saying that I should keep waiting and see what happen next week!!! I am now still waiting for my packages, and don’t know what to do!!! What kind of service is that?
*update* Today is 1/30 and I still don't have my package. Called DHL, they still don't know where the package is; have to contact the shipper (online store) to credit back on my account!!! Since the items that I purchased online is on sale, I am not able to get them anymore!
I am a distributor and we use DHL as our Logistics carrier. I sent two packages out on Wednesday Dec 13, 2006. One to a company in state ground service and the other 2nd day in New Jersey. Instate delivery always is a next day turn around or so I thought. I got a call from my customer on Friday saying she has not received per package. When I tracked the package it showed that the package was in the town of delivery on the 14th (next day) but when I called to confirm delivery the tracking agent said that the package would not be delivered till Tuesday Dec 19th. She said since the package was sent ground there is no guarantee on the package. So I had to go to the post office and ship out another package next day service. So I lost another shipping charge and also the product involved. Now since the package shipped ground service there was no guarantee now what about the other package I shipped 2nd day air. That has a guarantee right. Well maybe with another carrier than DHL. The other package that was supposed to arrive on Friday. Everything was good until I got a call from my customer on Tuesday Dec 19th stating she has not received her package. Once again I proceeded to track the package. The package was in the delivery destination on the 15th like it was supposed to be but once again was not delivered. So much for the guarantee. And if you are looking for any help from the people on the phone or any of the customer service people good luck you’ll have a quicker time finding the Holy Grail. DHL has to be one of the worst carriers I have ever used. I think when they send me the bill I’ll send the payment through DHL.
This Company is a joke. They managed to provide a tracking number, then loose my item. Then they told me it...
I ordered a Nintendo Wii for a friend's birthday, but learned immediately after placing the order that I'd entered his old address rather then his current one.
Since I selected one day delivery, I was not able to change the address with Amazon until the tracking number was issued by the shipper.
The next day, I contacted Amazon and gave them all the correct information so that they could fax an authorization to DHL to re-route the package. Since I received a confirmation email from amazon that this was completed and my package was now re-routed, I assumed everything was fine until my friend did not receive his gift. Tracking the package with DHL, I learned they twice attempted to deliver to the wrong address, then Amazon ordered the item returned as undeliverable. At no point did anyone at either company attempt to contact me or the addressee at either phone number that was on file with them both.
Though DHL confirmed that they had the address correction in their files from Amazon, they claimed they never received the official authorization from Amazon. Amazon blamed DHL and DHL blamed Amazon. On the third day, a representative from DHL looked into my problem and promised that my package would be intercepted and returned to New York overnight for redelivery. I emailed my friend and explained that his package would be delayed a few days before it would make it back to him. Four hours later, a different representative from DHL called me and told me that it would not be possible to intercept the package and I was out of luck.
I called Amazon and spoke to two different people at an “offshore” call center who did not understand the problems I was explaining. When I asked if Amazon could just resend my package when it was received, it was explained that this would not be possible and my package would automatically be restocked.
The technicians explained that I could order a Nintendo Wii right now to replace the returned item, but I would have to purchase it from one of Amazon’s “partner” sellers at a cost of over six hundred dollars. I explained that I’d paid $250 for the Wii directly from Amazon and had performed every reasonable step necessary to ensure my gift was delivered. Paying a $350 markup to rectify a problem that could not be solved by Amazon was not an acceptable remedy for their errors. The supervisor I spoke with said that there was nothing he could do and thanked me for my business.
The end result is that my gift is automatically going to be restocked when Amazon receives it and I have the "opportunity" to re-order the item when it comes back in stock. Being that there are international shortages of this particular product, I will not have the opportunity to reorder the same item and it is now weeks since my friends birthday has passed. I still have not been credited for my returned order and I still have not received any explanation from Amazons customer service.
For six years, I have been a loyal and frequent customer of Amazon. I have spent hours building wish lists, reviewing items, and providing them with tons of valuable marketing data. After my experience, I can say with certainty that I will never use Amazon or DHL ever again.
The lack of accountability on all parties is unacceptable.
Vehicle documentation shipped from Automobile Dealership in Huntsville, AL to Savannah, Tn on 06 October 2006 - never arrived at my home. Dealership checked with DHL and they say that they delivered the package on 09 October 2006. We were at home the entire day - the package was not delivered. We checked with all the neighbors - no one had the package or saw DHL in the neighborhood. Fellow consumers,
do not use DHL!!!!! The dealership is trying to get information from them but they keep insisting that they delivered the package. To where? To whom?