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.
BRIGHTON, MASSACHUSETTS -- I have always preferred DHL. Not the same shipment center as USPS, FedEx. They Truly took care when delivering fragile packages. But notice the past tense. I felt bad calling in to the center to request information on a package that, via text, was said to have been attempted delivery. They claimed I was not home to receive the package. However, I was sitting there, waiting and never heard a buzz or knock, at 9 am. After I received the text, that I was missed, only minutes prior, I went and relieved the notice on the front entrance to my apartment.
The carrier claimed that I wasn't home, but they never rang the buzzer. They also made note that my apartment number was not on the package. I was extremely disappointed at first, imagining it was Glasses USA that did not put my apartment number on the package, but then when I finally received the package (the following week, I'd like not to be overly biased, just because I truly needed my glasses) my apartment number was clearly labeled on the shipment address. What more caused problems was that, even if my apartment number were not on the package, the buzzer has a bold label with my name on it, which was clearly labeled on the package.
I personally felt, if you work in customer service, and have many means by which to deliver, that I should have received the package 4-5 days earlier than I had. Customer service call center hung up on me twice when I attempted to explain to them the situation. I wasn't requesting that they redeliver, only that I could go to one of the centers to pick up the package, as I really wanted it as soon as possible. I'm not irrational nor a loud obnoxious person. I genuinely try to explain things to people without sounding rude.
NEPEAN -- DHL left me a note saying that they couldn't deliver the package and that tomorrow they will try again. Since that package was important for me and I needed asap, I decided to take the day off to wait for the package. They were supposed to deliver it in the morning. Around 3:30 pm there was still nothing. I call the CSR and they check and then they tell me that my package was not out that day; I ask them to call the Nepean center and ask them to deliver it (since they only close at 6 pm). They told me that they have no way of contacting them. Wow! They cannot even contact their own branch in Nepean (Ontario); what an organization!!!
And to think communication is key in this line of business... they told that they even cannot give me the Nepean phone number (Wow again!) and they gave me the address, hoping that I would go and pick up my package (what the point then of paying for delivery???). I went to the Nepean location and gave them **; so they went looking for the package that was supposed to be in the warehouse. Guess what? They didn't find it!!! I told them that I was leaving and they better have it delivered tomorrow before 8:30 am. We'll see... I already sent an official complaint to DHL but I don't think they care anyway...
I ordered my Google Nexus phone on 29 January 2010. I wanted to get the phone before this special date I have. So eagerly I followed the tracking order on DHL. The tracking website for mine is **. As you can see the order was going alright till the last day 5th February 2010. Singapore is a small country so I estimate the package should arrive 1-2 days after it reach Singapore. But after 2 days the package has not arrived. So with advice from my friend I called DHL to inquire about my package. I was told by the operator that there is a problem with the delivery.
On further probing the operator told me that they tried to deliver the package to me but they are unable to reach me. Thinking that they could have my address wrong I double check with him the mailing address. It was correct. The operator assured me that the package should arrive in a day or two.
Being a bit impatient on the second day after waiting till evening, the package still have not arrive and I called DHL again. This time I was told by another operator that there is a problem with my package. I continued to pester for the problem and this time round the operator told me that there is missing content from my package. However when I ask what was missing the operator told me she do not know. But she gave me a number to call which she said was the investigating person of my case.
So the next day I called this person, **. He told me that when the delivery man pick up the package he notice the package to be tampered with and on further inspection and checking the phone was found to be missing and only the phone charger was left behind. On hearing this I asked if this could be a theft case. He said he cannot comment but the phone could have just dropped out (of a closed box?).They are still investigating the case.
The next morning I receive a call from him and he told me they are unable to locate the phone and decide to end the case by refunding back to the shipper. I asked if they plan to just let the matter end like this? He replied "yes". I demanded from him that I want an explanation from them and I will not let the matter rest like this. Then he told me they are actually still investigating (seems like a lie to me). He told me this matter is brought over to a security officer, **.
So I called this security officer and he told me on the 1st instance the package reach Singapore they already found it to be tampered. (This means the 1st time I called the operator was lying to me.) He said this is a one off incident which I highly doubt so given the number of cases I seen online here. He continued to explain to me that DHL being a large company they handle thousands of packages every day, about 40-50k. Hence it is alright for them to lose a package or two. Or in other word is a common thing.
Furthermore, phones are a luxury item that are very tempting to be stolen by couriers (seems like a very good job with bonus.) Finally he assured me that they will refund to the shipper in 7 days and I will make my counter claim there. I am still waiting for a reply here.
Morale of the story: I learn here is DHL hires liars and thief to work for them. If you really want a good job can consider joining DHL as you can take what you like as your bonus and benefit.
CONCORD, NORTH CAROLINA -- I order a lot of merchandise over the internet and have had a few companies ship to me via DHL. I must say that out of the last 5 deliveries, there have been problems with all 5. For example, I paid for Saturday delivery on one package and sure enough, the tracking showed out for delivery on that Saturday. Well, I stayed around all day, waiting for DHL. They never showed at all. Suddenly, the tracking updated to show "delivery attempt, not home" thing. Funny part was that the time it said they attempted delivery, I was practically staring at my driveway... no yellow truck ever showed.
At 400 pm, I called the 800 number and they said the truck was already back at the station and to call Monday. Finally got my Saturday delivery on Monday, and the driver told me that the girl who was driving on Saturday didn't know the area? So she just lied about attempting delivery and went home?
Next incident involved an overnight delivery by 300 pm deal. Well, it got to be 400 pm and no driver. Called the infamous 800 number and they said that the driver would be there within 45 minutes. At 900 pm, I called back and asked where the driver was that should have been thereby 445 pm. They contacted the driver and had him call me directly. He was lost and literally was driving around about 4 miles from my house and was about to go back to the station.
So, I ended up meeting him three miles up the road for my package at about 930 pm. The driver even had a partner riding with him and neither one could figure out where they were. The real funny part was that when the tracking finally updated to show that it had been delivered, it showed that they had delivered to me at 230 pm! Unreal.
Next incident involved another Saturday delivery (never pay for these). Since my last bad Sat. experience, I figured I would get the jump on them that day. I called first thing that morning and asked for an ETA for delivery. Well, they actually called me from the local hub a few minutes later and I was able to talk to the driver before she left the hub. I even offered to meet her in town to make sure I got delivery and to help her out. Otherwise, I prob. would have never seen the package until Monday.
Okay, she agreed to meet me at 1100 am about 15 minutes from my house. Okay... I went for it and was sitting in that parking lot at exactly 1100 am. I waited for 30 minutes... no show. I drove back home and got a message on my answering machine that said "sorry, company policy won't let customers meet drivers up the road for delivery." So, I had one person telling me one thing and another person telling me another. I finally got a call from the driver and ended up meeting them up the road AGAIN because they were lost.
I could go on, but I'm actually tired of complaining. I understand that everyone has a job and mistakes can happen, but DHL has been so consistently screwy that GOOD service with them is actually an exception to the rule. I wish to the Good Lord that shippers would QUIT using DHL or they will definitely lose me as a customer. I run a business and exclusively ship USPS Priority mail and that service has been 100 percent better than DHL overnight.
However, I will leave one positive note at the end. There is ONE lady DHL driver that I have gotten to know that has always been prompt in delivering my packages. Too bad that she doesn't work every time I have a package coming as she is the ONLY driver that done a super job. Wonder what the interview process is like for drivers? Some of them really are out there.
SELMA AL, ALABAMA -- Thursday dropped off at drop box in Atlanta. Friday morning scanned at the Montgomery Al. DHL center. Friday.11:30 DHL delivered a package to my next-door neighbor but none to me? Hum Friday 11:35 called the DHL 800 # to inquire as to why my package wasn't delivered - this is when I was told my first of many lies. The CSR (and I use the title loosely) said that I must have the tracking # (the package was looked up several times after that without the #).
Friday 1:00 located the tracking # and called again CSR named (**) said they would contact the Montgomery and find out where the package was. I told her that the package contained time-sensitive material that would be of no use if the package arrived after Saturday. I told her I would go to Montgomery (1 hour away) and pick it up, she said not to worry that she would find out where the package was and give me a call in 1 hour (lie # 2).
Friday 2:15 called the 800 # again and talked to **. She informed me the driver was contacted and he "thought" the package was on the truck and would turn around and deliver it before 5:00 (you guessed it lie #3). I asked CSR ** to check and see if the Montgomery office was working on Saturday as it was New Year's eve. She checked and assured me that if the driver didn't bring the package before 5:00 it would be put on a truck and brought Saturday (lie #4).
Friday 5:15 again called the "customer service" number, was rudely informed "maybe the driver had something happen but he would be there today" (lie #5). Saturday 8:30 am called cs # again, talked with **, he said "** was talking with the Montgomery office and they had the package and would deliver it between 12 and 1:00 and they would leave it (even if no one was home)". I informed him there would be someone there all day.
Saturday 8:56 am call comes in from the Montgomery DHL office? (cell phone) person on the other line didn't identify themselves but informed the package was in hand and the truck would be leaving by 10:00 am and the package would be delivered between 12 and 1:00 (same lie as before but from a different person so I am counting it # 6).
Saturday 1:15 pm still no package. Called 800 # I told the "CSR" who answered the phone my package was late "AGAIN". He informed me there was no way the package could have been promised by 1:00 pm as it was after 1 pm now and they weren't there HUH?? Then informs me they are scheduled by 5:00. I am frustrated and just hang up.
Saturday 3:00 pm really sweating now... sis-in-law decides this needs the female touch. She calls "CSR" # and asks for a supervisor. Talks to supervisor **. He says he will get to the bottom of the situation and calls the manager of the Montgomery station (lie #7).
Montgomery station manager ** calls sis-in-law back and says that we were told lies all day long as the Montgomery station wasn't working today and there was no way the package was on its way but he would help us out and go down to the station (lie# 8) and look for the package himself. When he finds it he will call us back and meet us with the package somewhere in Prattville. Calls back in 1 hour saying package wasn't in the office (lie #9) and must be missing.
I say, "stolen," he says "yes" then tells me he is sorry but there is nothing more he can do. We will have to file a claim. OMG wait a minute this guy is calling from the 720 area code. This ** is calling from Colorado. What kind of operation are they running?
Saturday 4:00 I call back and raise a little more hell at the "supervisor" on duty. Falls on deaf ears. I give until Tuesday where I can chew my way up the corporate ladder. Saturday 8:30 still no package. Just for fun, go to google and type in the words DHL and complaint (over 10000 websites).
I know everyone wants to know what is in the package - 2 tickets, 50 yard line 6 rows from the field at the Georgia dome to see Michael Vick and Atlanta Falcons play the Carolina Panthers - 6 rows from the field 6 rows 6... How sick can you get a once in a lifetime experience nose bleed seats. To see the Falcons will run you $150 each. I have 2 premium tickets sitting in Montgomery. I HATE DHL. All the first lady I talked to had to do is tell me the tickets were in Montgomery and I would have jumped in the car and went to get them, but all anyone at DHL did was tell me what I wanted to hear to get me off of the phone with them.
CALGARY -- This is probably the worst delivery company in the whole entire world. My package made it from China to Calgary, Alberta in a few days and once DHL got a hold of it everything went wrong. They had my package for over a week and they needed me to pay import fees, but no one thought to call me. Once I called them and paid the fees that same day, they kept my package for another week. Every time I called they said it would be delivered that day, for 5 days they said this. You could walk from Calgary to my house in 5 days. At one point one for their employees told me "we really don't know where your package is".. $800 worth of goods that they just could not find.
On top of having to wait for 3 weeks for them to deliver my package, I also had to pay $100.00 for their horrible service, and deal with their rude and untrained staff on the phone everyday. If you care about what you are shipping then do not ship it with this company. They are completely incompetent. I would have more confidence in a carrier pigeon.
VIRGINIA BEACH -- 6:45 pm - I'm sitting in my kitchen doing homework with my youngest child. I hear a car honking but ignore it because I'm busy with my kids. Then I hear a car honking again and again. I turn around and look out my kitchen window and see a DHL delivery man waving to me from his van in my driveway. He is motioning me to come down to receive the package.
I come down the stairs and express my disbelief at this service - he says that our garage door is open so he has to assume that a dog is inside and he will not deliver. This is ridiculous nonsense. He was LAZY - end of story. He saw me sitting in the window and was reluctant to come to our front door! We are very disappointed with DHL and will never use them for deliveries.
FRANKFURT -- I have ordered the pickup service from Darmstadt, Germany on 15 September and it was picked up only on 17th, though on the web-site they told me on 17th it will be already delivered to me! After 2 days it was lost - by mistake they sent to another COUNTRY! How is it possible?! It is deliver company and if you work there you have to be expert in delivering to the right destination!
I tried to call to customer service, the first guy was very ignorant and didn't want to help just saying: "Wait for the letter, it is scheduled to be delivered to you!" On the second call the lady hardly spoke English, and all she did in 15 minutes is spell out my name and address. That's it! She didn't give ANY information! She promised she will call service center and they will contact me, but of course they didn't!
Then the package was chilling in the wrong country for 5 days and no one knew when it is gonna be delivered to me! The letter came 10 days late! I needed the letter urgently for Visa, and they screwed me up! You can't call yourself EXPRESS DELIVERY if it takes you 10 days to deliver letter! I spent so much energy and time because of bloody DHL! Will never use their service!
RAINIER, WASHINGTON -- My order was shipped DHL but then transferred to USPS. Delivery date should have been by June 30. I got it on July 8 AFTER the item sat for over 10 days somewhere - they kept saying it was checked in and then went out, over and over again. The only response I got before it arrived was a computer generated e-mail that was the same one each time. After it arrived, they told me it had arrived and that if I had issues, I should talk to the people I bought it from (who immediately refunded my shipping - no questions.) Still irritated.