FRESNO, CALIFORNIA -- I ordered several items to come from China, they use DHL express service and my first shipment I sent to a friend & arrived FAST, early actually & no problems! Then, my 2nd package I sent to my new apartment, it had already been delayed from China so I was eager for it to arrive. I was trying to track it pretty regularly and finally it arrived in California and was sent with the courier service from Stockton to my town which is VERY CLOSE.
That night, wondering what happen I got an email saying it was delivered and I requested a copy of the signature conformation. They emailed it to me but it was blank! no signature! The next day I filed a complaint and requested another copy signature & it had one! So since I was expecting 3 more packages to arrive, I was determined to know there was no way to miss them. I invited several friends over to have an out door brunch and get together while I waited for the next package. Wouldn't you guess that evening almost 8pm I tracked it & it said delivered once again! & trust me from 11:30am until close to 8pm there was no absence of any 2 people outside at any given time!
I requested yet another signature and guess what it has the same signature as the other one that showed up a day after it lies saying it was delivered! I sent copies to DHL I have spoke to customer service, emailed them, filed their lost package claims and all they say is someone will contact me! yet all I get is an automated response through email saying someone will contact me! What is their problem? my address is verified and ups dropped of 6 packages in 5 days without an issue! And the worst part is i have 2 more packages still to be delivered! UGHHHHHHH!!!
I have never had more disgust and feelings of rage over something as much as i do for DHL! I will never, ever deliberately use DHL again!
OK... I had bought the cosplay authentic outfit for my son (shipped from overseas from China) because he like to wear the anime clothes in public sometime (not the crazy ones, some can be wore as regular clothes (ex naruto jacket, anime fans know what I'm taking about).
Well they were to deliver it. I checked online and it was with the carrier. Was home all day, checked computer it said they tried and no one was home. Called the 1888 to return. They said oh they tried and no one was home. I told them I was home all day and they didn't even leave a slip. I even told them to ring the buzzer for 2g and the intercom works. They said the next day they would ship it. Again the next day the same thing happened... no slip, no ringing of the buzzer marked they tried no one home. I even called them about 3 times to see if they had the right address.. they did.
(FYI - I live in a building and my uncle works for the US post office and he tells me because I live in a building in Jamaica n.y they get will get nervous and will not deliver and scan the person not home. I don't live even in a bad neighborhood, but it is mostly minorities but still....) Third time they didn't even send it with the carrier next day because I tracked it online. So it called and switched the address to my uncles job. This made me go online and look at reviews... I was shocked of the service others have got.... bad bad bad. I did get my package but I had to go through too much.
UPS.. no problem. US postal... no problems. They deliver to my building ALL THE TIME (if I'm not home for delivery they leave a slip). I was close to have to find a way to get to the airport to pick it up because the carriers I think judged, lied and didn't want to do their jobs.
DHL makes the process of receiving your package a confusing, time wasting exercise; their representatives really do not know what they are doing and have no respect for clients' time. I will never again use their service and will never recommend them to anyone. The level of incompetence of the DHL Brampton (Canada) office in particular and the service in Canada is unparalleled for being abysmally bad.
DHL advised me on their website via tracking that the package which I ordered from the USA was to arrive on a certain date. I stayed at home and waited all that day. The package never arrived. I called Customer Service and was attended to by a woman with a very contemptuous tone, who told me that the package was with Canada Customs and that I would have to provide them with a Power of Attorney if I wanted them to clear the package for me.
Of course I wanted the package cleared through customs – how else was it going to get to me? Did they think that I paid for it to remain there and not come to my house? If I had not called DHL, what would have happened to my package – more delays? Later in the evening of that same day, I received an e-mail from another female representative from DHL indicating that I needed to give them a Power of Attorney for them to clear the package through customs for me. I completed the PoA form and sent it back to the e-mail address to which I was directed.
At the close of business on the next day, there was still no update on the tracking information – which still stated that, at the end of that day, DHL “needed information” from me and that someone would call me. No one called. No package arrived. I called DHL again. The representative told me that this was an issue for the “Brokerage” department and that she would transfer me to them. Bear in mind that this is the same person to whom I sent to PoA.
The person from brokerage told me that the first representative never received the PoA despite the fact that I had confirmation e-mail from them stating that they had received my e-mail. They then tried to excuse their incompetence by drawing an artificial distinction between the person who sent the e-mail and the intended recipient when in fact the same person had the brokerage e-mail address in their e-mail signature. I still have not received the package and no updates were placed in tracking two days later. Ended up having to call the company which shipped the package in the USA to explain that I did not receive package.
In the future, use a carrier pigeon. Walk over. Take a cab. Deliver the package yourself but NEVER USE DHL- the higher fees charged by another courier service will save you the time and money which you would otherwise have wasted in using DHL.
CANADA -- On a recent trip to India, we purchased 3 carpets which we arranged, through the shop, to be shipped home. After we returned home, we were notified that the shipment arrived in the country and required customs clearance. We provided credit card information to a DHL representative to clear the carpets on our behalf. A few days later we checked the website to determine the status of our shipment and were surprised to see that DHL was indicating that they had been delivered and that no signature was required; BUT, we received nothing!
We DHL over the course of 2 weeks and when we were able to connect with someone we were told that they were investigating and needed to talk with their driver. After a week and a half of chasing DHL, they told us they checked with their driver who claimed that he did make the delivery. We asked for some evidence that this was the case - a paper or electronic trail of the driver's routing that day, anything. To which we received an e-mail restating that they had indeed delivered the package and that they were now leaving it up to the shippers in India to resolve the situation i.e. they absolved themselves of any responsibility without providing some level of satisfaction that they had indeed actually made the delivery.
I cannot believe a company in North America can behave the way that they have and still stay in business. The lack of any evidence and the way they brushed us off leads us to suspect that we are dealing with some sort of cover up and dishonest people working there from top to bottom. We sent e-mails to everyone in the chain of command including the Canadian president **. ** did not reply even though the DHL web site says "GO STRAIGHT TO THE TOP". What nerve - if you don't mean it then don't say it.
Someone by the name of ** followed up and we were led to believe that this was a result of our e-mails to ** and his office. But, she was virtually impossible to contact and when she did make contact she merely told us that the driver said the package was delivered. No response was forthcoming from ** when we asked for some sort of proof that this really did happen. Before ** came on the scene we were told our case was being handled by ** in customer service. She too was impossible to reach and when contact was made she was rude and uncooperative and for a week or more told us that she left a message with the driver who hadn't call back.
After lodging a complaint the case was taken away from ** and transferred to her team lead ** who, even though he made commitments to keep us informed daily, never did. In fact he just disappeared from the scene and took the day off. The entire ordeal has left a bad taste in our mouths and leaves us strongly suspecting someone at DHL as having stolen our goods and the rest of the organization covering up. I cannot believe that a Canadian company can operate in such a manner.
If anyone out there knows of any other option that we might pursue, we would like to hear from you. We are amazed that as consumers we have no protection from an unscrupulous company like DHL. This company's real business is dealing in fraud. If this is not the case then why were they so difficult to deal with? Why were they so unresponsive? Why were they so reluctant to satisfy us by providing some level of evidence to back up the claim that the package was delivered? DHL - Fraud and scam company run by dishonest people from top to bottom. Get the word out that there should be NO BUSINESS FOR A COMPANY THAT OPERATES LIKE DHL.
USA, NEW JERSEY -- Sent this complaint to the head of DHL customer service and BBB: I sent my first package through DHL this week. I will not be a repeat customer. My experience was nothing short of disastrous. I sent a shipment of gifts to a friend in Vietnam, parcel ID. I purchased the service through a third-party reseller, who provided the shipping label and what I thought was a customs form. I entered into the form the contents of the package at a value of USD 43.00. I noticed the form was titled "Commercial Invoice," so when the DHL driver picked up the parcel, I expressed my concern and specified that the package contained only gifts and not a commercial shipment. He assured me that everything would be fine.
When the package arrived in Vietnam, an exception was generated. I sent an email asking the status of the package and received a return call from a courteous English-speaking representative in Ho Chi Minh. She indicated that she needed contact information for the recipient; I gave her the recipient's e-mail address. I indicated that the recipient was not perfectly fluent in Vietnamese and asked if she could communicate with the office in English. The representative assured me that an English speaker would be available.
The recipient forwarded me a copy of the email she had received, which asked her for details regarding the shipment which a gift recipient should not normally be expected to have access to. Still, I assisted her in filling out the form and she replied in English. We specified again that the shipment contained only gifts.
A DHL representative next came to the recipient's address and gave her a copy of the "commercial invoice" which I had provided to DHL. The representative stated that the recipient would need to pay the USD 43.00, the value of the items listed, to obtain the package. It should be noted that $43 is a significant hardship for the recipient due to the exchange rate. I messaged the DHL Vietnam website in English stating that the list was not meant to be an invoice, that the contents were gifts and not a commercial shipment, and that the recipient should not be invoiced.
A family member of the recipient called the Ho Chi Minh office and was told that they has not received her email. It was sent again without reply, another call was made, and the representative indicated that the office could not read the English email. The recipient had her email translated into Vietnamese and resent it in both languages. Finally the Vietnam office confirmed receipt and advised the recipient that the package would take approximately two days to clear.
Seeing that DHL had a policy of charging for packages taking over three days to clear, I contacted the U.S. office. I received a voicemail message back stating that the package had been cleared after all and would probably be sent when it was morning in Vietnam. The driver did deliver, charging the recipient's family the $43 which we had explained repeatedly should never have been invoiced.
All told, the package spent twice as long in the Vietnam office as it did in transit, and the entire transaction was plagued with errors, poor communication, and a wrongful charge which represents a needless hardship to the receiver. I would like the full $43 refunded directly to the recipient as soon as possible. Thank you for your time.
OREGON -- I bought some products online and the seller, without asking me, decided it was a nice gesture to send the items through courier, even though I had paid for regular international mail to Canada. They used DHL for shipping and DHL charges a minimum of $14 plus tax in addition to the taxes and duties I owed Canada Customs.
So, if you live in Canada, you have 2 choices: keep your purchase under $20 or buy enough to justify paying DHL's fees. Keep in mind they charge 2.5% of the product value or $10, whichever is highest + $4 C.O.D. fee + taxes. And when you call to ask them why are you paying $28 on a $36 package, they will tell you to take it with the government because taxes are so high. Then they tell you that, if you lived in the US, your threshold would be so much higher so the problem is that you live in Canada, even though the actual taxes are only $12 and the rest are their ridiculous fees.
The DHL person I spoke to said they get lots of upset calls about their fees but; from what I gather, people pay them because they have little choice. What is the point of buying things online if you have to pay double the original price in the long run?
They already got payment for their services by the seller but I'm pretty sure I will be stuck with the useless DHL $16 fee for simply knocking at my door and spending a minute at the customs counter. I know it's a matter of 1 minute because I have done my own brokerage at customs close to the Toronto airport and it literally takes no time. I can't do that now because I moved to a town 3 hours away from the GTA and I don't drive. Otherwise I would be there in a heartbeat. It's worth the drive just to make a point if you are close by.
DHL suggested I should refuse the package to avoid the fees and offered no other solution. My experience with FEDEX and UPS is that they are more understanding and will meet you in the middle depending on what you bought. They do have fees per line in the invoice and other stuff but they understand when their fees are just too high and will at least try and help you out.
TORONTO -- The absolute worst shipping company EVER. A nightmare to deal with. I ship packages to overseas all the time, mostly documents, prints and sometimes antique magazines or arts. On July 19, 2013 I shipped an express package from Toronto Canada to Tehran which should have been delivered in 4 business days. Tracking showed that my package entered their sort facility in AE _HUB & GATEWAYS on July 23 and after that no further activities were showing on the tracking page.
I started calling them a few days later to find out what's going on. Each time they said someone will call me back and no one did. On Aug 1, 2013 I got fed up and called the customer service line and demanded an answer. They put me on hold for 35 minutes and came back to tell me that my package has gone missing... Missing??? how can that be? I told them that the package contained magazines that were worth a lot of money and I find it hard to believe that they have just vanished in the thin air. They said that they just don't have any scans or traces of my package once it entered their facility in Dubai. It seems clear to me that someone had stolen my package.
The customer service advised me to start a claim and sent me the claims forms. I filled them out and emailed them to the address on the form, I also faxed them to the number on the form to be safe. Needless to say that to this date (Aug 22, 2013) I have not heard back from them. I have called many times, they keep on saying that their claims specialist will call me back... I keep waiting and nothing... I would never send anything anywhere with DHL again... Their customer service is a nightmare and their employees at their sort facility are thieves... My advice is to stay away, there are lots of other options...
My package was in DHL care from 3:20 pm Feb 17 and made it from Florida to Edmonton Alberta Canada in about 27 hours. This was great as I was charged $104 to have it right away. The problem was as it was at the airport in Edmonton at noon and immediately cleared customs, then it stated clearance delay, so I phoned customer service to see if it would be delivered to the drop off in Edmonton later in the day. I was told no, that it would not move until the following tues as today is Fri and they don't work weekends and Monday is a holiday.
This package was to be delivered to my doorstep in 2 days, so not wanting to wait an extra 3-4 days for delivery, I phoned customer service to have it held at the airport so I could pick it up. They said we emailed the request to them and they haven't got back to me. So I tried to phone the Edmonton drop off site to see if it was picked up so I could pick it up there. I got the phone # from their web site and called it about 40 times and this was Fri afternoon about 2:30 pm and they are open till 5:00 pm. No answer to all calls.
Checked the web tracking at 6:30 said package was in Edmonton at drop off at 6:15. Checked the web tracking 2 hours later and they changed the time from 6:15 to 9:38 yet it was only 8:30. I think this was done to cover up. So anyway, I phoned customer service at the 1800 number on Monday Family Day holiday, no answer; the drop off in Edmonton no answer, so I tried live chat and lo and behold I was told indeed they are open at the drop off even though it was a holiday. So, away I went to pick up my parcel driving 20 minutes from out of town, store closed.
Will be trying to pick up my parcel tues morning hoping it's there. Purchased this from Simple Wifi in Florida and was to be shipped by ups. They changed carriers after purchase and can't believe what has happened to me (so they say) I was charged $104 for ups and they are now refunding some of the cost of shipping, somewhere in the neighborhood of $30 - $40. I would have rather paid the full amount and had it on time. Never again will I purchase from any vendor who uses DHL.
Its the people working there who just don't care at all about delivering on time because the company is not set up to do so. I guess this is what they call bait and switch or a red herring, on DHL and Simple Wifi. Certainly thinking of reporting both companies to the Better Business Bureau, and in the future check the B. B.B. first but, this doesn't work when companies like Simple Wifi advertise UPS as their international carrier then switch after you purchase from them. Dirty companies don't deserve customers and we all have to alert each other of what they are doing. Nothing but lies from both companies listed, stay away from both please.
Surely my experience with DHL must merit some sort of award – if you have the patience read on... MONDAY:
Parcel containing 200 watches on van 08.45 for delivery to me. At this stage please bear in mind that I live less than half a mile from the main delivery depot.18.00 – No sign of parcel being delivered – contact DHL told that it could be on its way up to 18.30; 20.00 contact DHL about non delivery – told driver had called and left a card at 19.36 – very odd as I was in my driveway washing my car between 18.00 and 20.00 and there were five people in the house all looking out for this delivery. DHL tells me that they will arrange for next day delivery – I accept.
TUESDAY: 08.45 parcel marked out for delivery yet again; 1800 – No delivery – contact DHL told that driver couldn't find address – same driver that left the card yesterday!!
WEDNESDAY: Nothing on tracking about delivery so I contact DHL and I'm told the parcel is in the delivery depot – I ask them to confirm this and when they do I tell them I will be there at 11.00 to collect – Guess what I get to the depot only be told that the parcel is not there but on the same van with the same driver as before. Apparently it has been on his van all the time. I ask them to contact the driver to tell him I have a hospital appointment and could he please leave the parcel next door with my neighbor – no problem and many apologies; 19.00 still no parcel – contacts DHL – tracking says still out for delivery!!
THURSDAY: 09.00 - Yet again the tracking still says out for delivery; 19.00 – no parcel – contact DHL – asked to confirm my address for the fifth time and yes that was the address they had – which incidentally is an estate in the city built in 1934 and everyone knows it especially dozens of other couriers from whom I have deliveries on a regular basis (funnily enough one of them is DHL) Apparently the driver had gained access to the address but no one would sign for the parcel!!!
FRIDAY: 09.00 - Tracking says out for delivery; By this time if I had any hair I would have been pulling it out. I leave a large sign on my door saying I had to go to a funeral and would the driver please leave with next door neighbor. Gets home to find a card say parcel delivered to neighbor at 16.28. Great I had just missed him by fifteen minutes – knocks on neighbors door – no parcel has been left – this is fifteen minutes after it was supposed to have been left. I immediately check the tracking – yes it was delivered and signed by the neighbor at 16.28 but twenty minutes later according to the tracking it has been returned to the depot undelivered.
Checked with neighbor an elderly lady who incidentally has been taking my parcels in for over twenty five years – she says she has not signed anything. 1800 – contact DHL – tell them the driver did not leave any parcel next door – I am told he must have because it had been signed – I ask to see the signature I am told I have to make a claim – I ask why the tracking has it as being delivered and also being returned to depot as undelivered – told to make a claim – in fact the insinuation was that my neighbor must have it – my inclination is more towards the package having gone astray due to its attractive contents!!!
EDMONTON -- I order an item from the USA to be shipped to Canada. The item was to be delivered within 3-5 days. When the package arrived there was no one home to sign so a sticker was left. That evening I called DHL to rearrange another deliver after a certain time in the afternoon to make sure someone was at home to which I was told they don't allow times to be specified, the agent went on to tell me that I could pick the package up from the depot the following day between 8:00 am and 8:00 pm which I agreed as this proved to be the best option.
The following day I send my husband to the depot which is 70 km away to find out the package is still on the delivery truck, I recall DHL to find out what happened to be told we don't know. A supervisor was supposed to return my call with an answer that evening, no call came. The call from the supervisor came the next day to which he informed me that my package would be delivered in the afternoon after the time I specified.
I leave work early that day to make sure that I am home for the package to find that it was delivered 2 hrs earlier. At this point frustration got to me, I recall the supervisor and to this day I am still waiting for him to return my call. I called the customer service to be told that they would send an email to dispatch and get my package redelivered that night. I was not surprised when the package never arrived.
The next day (4 days later) I look again at the tracking to find that my package is in the depot waiting customer pickup as requested so again I send my husband to pick up the package to find there is no package in the depot. They have no idea where the package is as the delivery driver who inputted the information worked from 10 pm to 7 am. The depot take telephone numbers and promise to call the following morning and as with everyone else that promised to call, we are still waiting for the call.
I recall customer care to be told by an agent that my package was redelivered to the airport. To say I was unimpressed just doesn't cover it. He proceeds to tell me that I could go to the airport and collect or wait until Monday and they would redeliver to the depot to which my reply was "DHL will get the package to the depot tonight I am still waiting for my telephone call from the agent to confirm what is being done". I will be taking this issue to the BBB as this service is appalling. So DHL thank you for spoiling my kids birthday as this was his present.