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1.3 out of 5, based on 32 ratings and
208 reviews & complaints.
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Poor Service and Useless Customer Service!
Posted by on
Rating: 1/51
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 3:30pm 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 6pm). 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 sh-t; 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 8:30am. Well see... I already sent an official complaint to DHL but I don't think they care anyway...
     
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You can tell a lot about a company by how they treat their employees
Posted by on
CARSON, CALIFORNIA -- I worked for DHL briefly, not a place to work permanently because they contract out so even after a year of working there you still will be paid 8 dollars an hour. Manager are very unprofessional which is they contract out so they can't be sued. During the time I was employed... I saw a lot that made me say to myself I will never buy anything from Amazon again or from any companies associated with DHL. It's not so much the employees it's the staff that have set up the way in which the employee sort the mail. Definitely don't ship anything fragile ... I saw so many packages smashed and crushed. The employee are told to sort faster and faster when this happens mistakes are made (reason your packages are late) and why packages are damaged. I don't know how they have lasted this long....poor everything.
     
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Broken link between Local Depot & 1-800 Customer Service
Posted by on
I received "Sorry, we missed you" notice on Friday. Notice indicated they would re-attempt on Monday. On Monday, wife was home all day but they didn’t show up. I called customer service on Monday evening. Support operator indicated driver was probably behind schedule and would try tomorrow (Tuesday) unless I would just like to pick it up. I clearly told her no one would be at home on Tuesday, so please put a note on the system for the package to remain at the depot. Tuesday, I check website for package status (Arrival at Delivery Facility), so I took an hour off work and drove across the city to pick up the package. Gave the parcel # to the counter guy and he informed me the package was back out for delivery!!!!!! I explained what customer service said, and his comment was customer service can’t dictate weather a package should be delivered.
He said sorry, and that I should come back tomorrow. I called customer service again. The operator (not sure what part of the world she was from), said she actually was shocked with how my situation was handled. She said the guy behind the desk should have taken the customs fees and radioed the driver to leave the package.
Come Wednesday, I will be calling the local depot and have the person who answers visually verify my package is still there before taking off another hour from work.
In short, there goes all my cost savings of ordering something off the internet. Hum, two hours off work (no pay), gas to travel back and forth (TWICE), driving through downtown traffic (chance of accident / ticket).
DHL EXPRESS…NOT. A general note to everyone: When purchasing something over the internet, contact them and ask who they use for package delivery. If they say DHL, ask if they would be willing to ship using UPS. Also, FED EX charges a $10 customs processing fee for packages that come into Canada.
Hope you have a better day than I…
     
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DHL allow their package to be stolen
Posted by on
I ordered my google nexus phone on 29 January 2010.I wanted to get the hone before this special date I have. so eagerly I followed the tracking order on DHL. the tracking website for mine is http://track/. DHL-usa.com/TrackByNbr.asp?ShipmentNumber=1104034444
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 abit 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, Mark. 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 deicde to end the case by refunding back to the shipper. I asked if they plan to jst let the mattter 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, Steve Tan.

so I called this security officer and he told me on the 1st intance 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 hadle thousands of packages every day, about 40-50 k. Hence it is alright for them to lose a package or to. 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
     
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Inat on 02/10/2010:
OK, you aren't being charged for the phone so order another one! THis is nothing more than an inconvenience
snowmanvt on 02/10/2010:
I disagree that it is no more than an inconvenience. I appreciate the poster giving me
information I can use the next time I need to ship a package overseas. It helps to know which companies are reliable.
MissMae on 02/10/2010:
What you were told is probably pretty accurate...they do handle thousands of packages every day and some are going to get lost, stolen, damaged, etc. My guess is they really don't know what happened to your package for sure...but they did make it right and you're not being charged for a phone you didn't receive. I hope you get another one soon...it is an awesome phone!
wangyx on 02/11/2010:
I ordered another one alraedy and hope it can come to me safely this time round.The inconvenience is one thing but for them to tell me they cannot ensure the safety why do they even take up so many orders.Are they being responsible?Or can I say wearing a hat bigger then your head?
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DHL Worse Service Ever - I WAS HOME but they didn't deliver
Posted by on
BAKERSFIELD, CALIFORNIA -- UPDATE: Monday Dec 22 2008 - the package arrived and the first thing the woman did wasn't to check the apartment buildings in front of her and as such if I WAS NOT looking out my door at the time - I would of missed her, so my opinion of the company goes from Negative to Neutral, however I am leaving this as a negative experience.

So here I am home, waiting for my package - watching TV in the front room with the door open a bit and with the cable box - when suddenly I hear My small dog bark and I run outside Excited hoping I'd get my package - So I see a UPS man delivering a Big Box to my next door neighbors - we live an apartment and UPS and FedEx doesn't give us any trouble...

After I see him set the package on top of something he leaves and I look and over the wooden fence see the brown UPS van and so he leaves out the main gate - not locked by the way and no way to :) it's just a tall black fence with stell bar one can easily open and well going on with the situation, and this was around 2:30 - 3 pm PST time and so I finally come to check on the status as I get a feeling to do so and then noticed my internet connection which is dialup cut off, I re-dial in and go to the DHL site and lo and behold:

"12/19/2008 2:53 pm Consignee premises closed. Will attempt again next business day."

odd - no one from DHL came at all and remember at around this SAME TIME a UPS man Delivered a package just fine to my next door neighbors at around that time frame so I know they could have came and my dog would have barked just as he did with the UPS driver...

I called and got we will re-deliver on Monday message from a representative - ugh! :( and She said she could get out a delivery notice to the driver as others I read about have said and so I said okay and she asks me to hold on and then comes back after a couple of minutes and says I'd get a call and so while logged of the net - I wait about an hour and no call...hmmmm so I re-logged on to check my email the status again and complain here... and Also Did I mention there were people and at least a dozen outside in the front parking lot of our apartment building..ugh! :(

That was my first time using DHL - Palm was sending me a replacement unit to send back my ol' one which is messed up and I chose advanced exchange..

So far I have no respect for DHL and I now think it is a global policy to do what they did....and so In doing this they have broke a 2 day shipping contract with palm.com for not delivery the item to me within 2-3 days and especially holding intentionally onto a package for another 3 days or so unless I don't get it Monday...
     
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Independent Contractor Gateway
Posted by on
SEDALIA, MISSOURI -- On 12-5-08 I was expecting a package from DHL Express out of Kansas City, MO. My regular delivery driver called me and told me that she did not have a package for me. She asked what zip code it originated from and I told her. She told me she would make some phone calls and get back with me. A short while later, I spoke with her again and she told me that one of the other drivers had by mistake put it on his delivery route truck and the package was still in Kansas City, two hours away. This was very upsetting as this package contained payroll checks.

This delivery driver told me in a conversation that she would be willing to meet me halfway later in the day to get the package to me. After discussing the situation with the owner of my company we decided to file a complaint with DHL, through their 800 number. I also had the contact name and number of the individual in the Kansas City location, so I therefore called him. He became very angry and screamed ' I know what you F***ing want, I'll bring you your f***ing check!". With that he hung up on me. I therefore contacted the 800 number again and lodged another complaint. A short while later a DHL representative by the name of [snip] called me back, I explained to him what had occurred and he was very apologetic. He told me that [snip] was on his way down with the package/payroll.

At 2:36 [snip] arrived at my office. He threw the envelope down on my desk and proceeded to scream that the regular delivery driver was going to meet me later that day to get the package to me. I told him that we pay DHL to provide a service and they fail miserably at it. He then proceeded to scream more calling me a liar and other things. He slammed my office door shut and stomped off down the hallway. By this time other businesses in my office building had come out of their office to see what all the screaming was about. Everyone was rather flabbergasted at the unprofessionalism and actions of [snip].

I again spoke with [snip] from DHL and later in the day a [snip] (who is the actual employer of [snip] from Gateway in Omaha Nebraska) called me. Gateway is a contractor for DHL express. [snip] told me that he had discussed the first incident regarding the profanities on the phone with [snip] and he had known nothing about the incident that took place in my office when [snip] delivered the package. He too apologized and said that he thinks that [snip] is stressed out due to DHL folding and everyone losing their jobs. He said that if they were not losing their jobs in a few weeks, then he would terminate him for this but because of the status of DHL, he would not be doing so.

This however is NO excuse for [snip] behavior. [snip] is the driver SUPERVISOR. What an example he leads for the others.

I have seen this individual in person twice now. I was stunned when I first found out that he was a supervisor as he was very dirty and unkempt looking.

I know that there have been drivers, namely an individual by the name of [snip] who worked in the Warrensburg, MO area until last Friday, when he was let go early, [snip] in the past has been suspended because of throwing packages while at the depot. This was not in the presence of a customer as [snip] was.

I would like [snip] to be reprimanded and made to apologize to me and the people in my office building who heard his tirade.

     
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Hugh_Jorgen on 12/09/2008:
You are kidding, right? The company is about to close, they are all about to be unemployed and you expect them to force someone to come and apologize to you? What are you going to do? Quit using their service?

While the service was poor and one individual in particular behaved like a child, you are wasting your time tilting at this windmill.
AnnCRH on 12/09/2008:
Yes DHL is about to close BUT the company this individual works for is NOT closing and will still be employed. As we know there are thousands of people in the KCMO area that are unemployed and would love to have a job. Let any one of them have Chucks, they would do a better job.

We do plan on quitting their services Hugh Jorgen, but as stated this individual does not receive his paycheck from DHL and will continue to be employed
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Former DHL employee
Posted by on
I worked for DHL about 7 months and I lived in flesh and blood the customer's experiences.

I think most of the customer force in US should create a union against this DHL's false publicity for their services.

The people at the call center are engaged to certain "stupid" privacy policies. For example, they have all the station's information, like names, phones, emails, etc, however DHL does not authorize those persons to provide any kind of staff’s contact to the customer. I guess this information should be provided to him because he’s the one paying for the service. There were critical cases I tried to resolve but what I received was "coaching" from my supervisor asking me to stop fighting with my own "colleagues". I was there, in my desk, with my pc and my headset thinking: If I continue pushing these people to follow the company's procedures in order to provide an excellent customer experience they will end my work contract here... they’ll consider me problematic…

I want you to understand the call center staff is not monitored for quality purposes; I never received feedback and the service I was providing by phone become from myself like: listen all the questions, comments, suggestions, from the customer and redirect it to the person in charge, I sent more than 50 emails with this information I never received a reply back from the person who was handling those issues in order to expedite a satisfactory answer. I also learned: this company is not willing to hire new employees to respond appropriately to the actual demand. 50 persons for 3000 daily undeliverable tickets. No salary increase, no additional benefits like medical coverage, insurance plan, etc. Sometimes I asked myself if that was an India’s remote call center…

I did my best inside the organization but the chains are unbreakable. There is a specific case with certain company in AZ, God; I remember that one, DHL charged the duties in the shipper and receiver account. The customer said: “I cannot believe this, I spoke with your Billing Department 4 month ago and no refund is reported in my monthly statements”, I said, well, I don’t handle your Billing records I don’t even have access to it, however I’m going to contact a supervisor over there for this. Big mistake! When I ended the email requesting information about this I asked my supervisor for an email this was her answer: “we don’t handle that, just refer the customer to the toll free number, somebody else will take care of this”… What should you do in my shoes?

I wanted to help but the person one step higher did not.
I read almost all reviews and that’s only a part of the cake. When you open an account with DHL… my friend… Be aware to keep some days by month to handle the billing issues…

You have to bands working in DHL:

1. Customer's side
2. DHL's side.
I choose the 1st one, I continued fighting with all DHL's staff around the world, emailing the station’s managers telling that their courier are lying, asking them to take actions to avoid further customer's deceptions, transferring the customers directly with them and all the information available in my system, etc... Until one day my working life becomes uncomfortable. I received daily poor observations from my supervisor and her boss asking me to explain why I'm changing my working style, they questioned me in every way and they even doubted about my notes for each case, “it seems you are delaying the packages on purpose”, big words from poor minds. A few weeks ago a truly loved supervisor ended her contract to go to the Philippines. Bad news for me, I was alone in the daily fighting, so, I received a work offer from a bigger company and now I'm here, out of DHL and with all the possible improvements just in my mind. Sadly they see themselves as N 1 but it’s not truth. The key success for a delivery company was forgotten: ***CUSTOMER SATISFACTION and quickly actions to complete every delivery even before the estimated date***

Of course, I don’t use DHL service and the carrier company is the main aspect I check before shopping my stuff. However I guess every problem has a solution, as a former employee, as a customer my suggestions:

For you: UPS / Fedex are customer focused. They fail too but you’ll notice a faster resolution for your inquiry.

For DHL: you employee could be your future customer, daily details are most important than annual results.
Further questions? Email me!
     
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MRM on 12/05/2008:
"PabB," thank you for enlightening your readers as well as your customers about what goes at DHL.
madconsumer on 12/05/2008:
DHL is going out in the usa. in the next few weeks all deliveries will cease to happen. of course DHL will continue their overseas services.
chris513 on 12/05/2008:
Mad, I was about to point out the same thing...I have a real good friend of mine who is losing her job w/ DHL in July...
Anonymous on 12/05/2008:
Well, thank you for this info. Your post is appreciated. It's explains my frustration with DHL, as well. Absolutely no customer service at all--nor did anyone seem to care (as they instructed not to per this info). Funny, though, on the east coast I had big problems with DHL--on the west coast, none at all. Go figure. As I have said in the past, the companies that will prevail in this economy will be the ones that offer good customer service. It's no longer a thing of the past.
Christmas on 12/22/2008:
Everything this person has said is completly untrue!
I work for DHL and have worked for DHL for 3 years!
The reason the company doesn't give out the information for the individual depots is because they don't have receptionisnt, its just a warehouse!
DHL is not going out of business in the USA, Canada or any other country, they are owned by the 5th largest company in the world, all they did was close down 1 office in the US, which UPS and Fedex and Purolator have also done, Purolator let go of almost twice as many employees as DHL did.
DHL is an excellent company, they offer excellent benefits, pay increases, I don't know where this person was working but it clearly wasn't for DHL!
DHL made more money last year than Fedex and Purolator combined, so I hate to break it to you but this company will PROVAIL and isn't going anywhere!
PabB on 02/08/2009:
I'm sorry my friend... you are wrong. I still keep all the company's notifications regarding the budgets and all the negative actions. I guess you work for a "pro" position, so, you won't be able to understand the employee's common vision. I you really work for DHL you know they already closed more than 100 service cent. around US, they cancelled the domestic option because the lot of money is in the international shipments. I'm not againts that company. In fact, I believe Deutsch is still on time to raise up this shipping monster again, the problem is the persons in the main chairs are not what they should be, as I said in my last review, they forgot what Customer Service means. And if you don't feel any pression from your boss you will be doing a poor quality job. They also are expanding some US services for other countries. For example, they are trying to close all the Arizona call centers and a hiring process will be starting in Costa Rica, Latin America, so, you will be attended by phone in another country from the toll free number. Again: if you work for DHL you already knew that.
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A fair 3 cents review!
Posted by on
DENVER, COLORADO -- Obviously there's a whole heck of a lot of people here that complain about the services that this company has rendered (or not) to them. I'm here to present my view on things, as a fair-minded, happy-go-lucky guy. I've done well over 2 thousand shipments of products with all manner of shipping companies: everything from UPS to the USPS. I'm sure that when you read some of the horror stories the people here have written you will be slightly frightened of using DHL in the future. Let me set the record straight.

Most service-related reviews are bad reviews. People who have a good or great experience think little of it and move on about their day. On the other hand people who have had issues occur are first to jump to the guns. As a result you only often hear the bad side of a company. DHL may commit mistakes, I've had it happen to me. But so does FedEX and UPS, and all manner of shipping companies. The bigger they are, the better the odds you will have a bad experience. It's a reverse curve of relation.

You'd imagine things would be better with a wealthier company, but reality is that logistics has little to do with money and lots to do with people. The more hands (or robots!) touch a product from the start of the delivery chain to the end of it the more likely something is going to happen.

There's literally HUNDREDS OF THOUSANDS, if not MILLIONS of units of shipment, with different delivery services, of all sizes and shapes being sorted by systems that were ultimately engineered and implemented by humans. The system states things should work, always. Reality is the system is as human as the people who made it.

I have received (on average) about 75% of my deliveries from DHL earlier than expected. That is to say before the Estimated Delivery Time. I've had a few opportunities to deal with the local depot to arrange pickups for things I suddenly realized I needed earlier than expected. I don't know if it is just my local branch (Denver Colorado) but I've received nothing but the utmost respect and quality of service from each and every one of the service members I've interacted with over the last 5 years.

Several times my package would not have been entered into the system and the service assistant put me on hold and by golly they'd find it. That's a feat of Customer Service that warrants an accolade from me. I can't imagine how many times I've called a store to ask them if they have something in just to have them put me on hold for 10 seconds and tell me they have nothing of the sort (that is until I show up 10 minutes later and find it myself!).

In conclusion: I ask you to keep your own counsel. Everyone is entitled to their opinion, but their experience is hardly ever universally true. Shipping and Delivery is a complicated and incredibly difficult industry. The standards are often set too high, sometimes by the companies own ambitious executive and marketing teams. Remember that when it comes right down to it having one package out of ten thousand get lost or delivered late is not so unreasonable.

There's the doorbell! And my new 360 game is one day ahead of schedule!.
     
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Anonymous on 09/15/2008:
I agree that most all reviews are negative. However in regards to DHL one will find far more complaints than any of the other delivery services. As to your statement "The bigger they are, the better the odds you will have a bad experience". FedEx, UPS and the Postal Service are much bigger than DHL. Yet, again, DHL has the most complaints.
madconsumer on 09/15/2008:
there are always more negative than positive reviews. rarely do people ever give good reviews or even thank yous.

I have used DHL many many times, and not once have I had any issues as described here.

great review!
Adrian on 02/11/2014:
Great review.
I am in customer service and have received many compliments through the years, we need to have passion in our job to be able to fully assist our customers.
One thing for sure is there are hundreds of different expectation from people and our job is to manage them beautifully.
All that said, I still do get complain occasionally especially when I take things personally. There are customers who are exceptionally unreasonable to the point you are breaking down, we just have to keep assisting them till they forget about the previous matter that upset them.
DHL is a unique courier company in my country, they are special and their superb service put them a few rank higher than the rest here in Singapore. An occasionally late arrival by delivery guy aside, I have yet to have any slightest issue with them, since I'm in CS myself I like to commend their CS is excellent beyond believe, their agents are so polite I feel like joining them if there is a chance to be part of them, try calling them for a chat for anything at all. Can't vouch for any other location DHL but in here, they are world class!
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Unacceptable delivery problems
Posted by on
MEFORD, OREGON -- Attempting to get a package delivered by DHL has been an extremely frustrating experience. I have had many problems in the past with DHL, but after this latest delivery disaster, I will only order a product from a company if they are willing to send the package out with a delivery company other than DHL.
A summary of the latest events:

I had a delivery attempt notice from DHL left on my front door.
On Monday, August 11, I called DHL to arrange a delivery date for my package. I told the representative that I would be available Wednesday, August 13 to sign for the package and asked that I receive delivery on that date. I added that I would NOT be at home on any other day that week. I was told that my package would be scheduled for delivery on Wed, Aug 13.

On Tues, Aug 12, I came home from work to find a delivery attempt notice from DHL on my door. They were not supposed to have come that day. I called DHL customer "service" and told them what had happened and asked if my package was still scheduled to be delivered tomorrow (Wednesday) as originally promised. I was told that my package would be delivered Wednesday. This is the second time I was told I would receive delivery on Wednesday, Aug 13. I waited at home (all day) Wednesday for my package. It never came. I finally called DHL and asked if my package was coming that day as I had been promised (twice). I was told by the representative that my package had never been scheduled for delivery on that day. I told the representative that I had been told both Monday (when I originally scheduled delivery) and Tuesday that I was scheduled for delivery on Wednesday.

I was then told that requests are only requests, they may or may not be honored. I had never been told this on Monday or Tuesday. I had been told that my package would be delivered, not that it "might" be delivered. How is it possible to schedule delivery with DHL when they will promise a delivery date, then not deliver, then tell the customer that they sometimes will just ignore the requested (and promised to the customer) delivery date? I then asked for re-delivery on a date when I would actually be home to sign for it. I was told that they would not attempt delivery again. I then contacted the sender, Nordstrom. According to Nordstrom's tracking information from DHL, my package had been listed as delivered on Tuesday. This was a lie on the part of DHL! I told Nordstrom that this was most definitely NOT true and that I have proof in the form of an "attempted delivery" notice on the date that DHL claims they delivered it.

Nordstrom called DHL and DHL then offered to deliver the package on Thursday, August 14. I would not be at home that day, so I refused this delivery offer (this was the only date DHL would offer for delivery, not a date when I would be at home to sign for it). By this time, I had had enough with DHL. I discussed the problem with Nordstom and with their (very helpful) representative, we decided the best thing to do would be to have the package sent back "return to sender" and Nordstrom would then send the package back to me with a different delivery company. DHL was told to send the package back to Nordstrom on Wed afternoon. I thought this was the end of the problem but when I returned home from work on Thursday, I found a DHL attempted delivery notice. This package was now supposed to be in the process of returning to Nordstrom. I had refused DHL's offer of delivery on this date, I told them that I would not be at home and delivery would be impossible.

For reasons I do not understand, they decided to refuse the order to return the package to sender and decided to attempt to deliver again. I contacted Nordstrom and told them about the problem. According to Nordstrom's records, the package should have been sent back to them. Nordstrom contacted DHL to make certain DHL sent the package back to them. I called DHL on Thursday to file a complaint concerning DHL's unacceptable "service". I was told by a representative that I would receive a call from DHL on Friday concerning this matter. Did this happen? Of course not. I am very frustrated with DHL!

     
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Anonymous on 08/16/2008:
DHL uses contractors to make deliveries. There is little if any communication between them. Once the contractor gets a package DHL has almost no way finding it. They have the highest numbers when it comes to missing or undelivered packages.
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Customer Service complaint
Posted by on
HOUSTON, TEXAS -- I was expecting a package from Dell. I stayed home the whole day of Jan. 21, 2008. On or about Jan. 28, 2008 I found the package was just dropped off in the leasing office without any notification. I called the DHL 1-800, no one called back. I emailed, the email stated I would be contacted. I had no call back to either of these.

On Jan. 31, I picked the package up from the office and noticed the DHL guy. I asked was he the regular person, he stated that he was, I then asked him why did he not come to my door. First he stated he did come to the door. I told him I was home ALL DAY and he did not come to my door. I then asked about my notification slip, I did not have one.

He stated he put it on my door. I informed him I never received a slip on my door. He then said he put it on my mailbox door. I informed him he has no business touching the mailbox, that is for the mail carrier. He then said he called me. I asked if his job was to call or deliver? He then informed me I did not know his job. I informed him I did know his job and he didn't do his job. He kept trying to offer excuse after excuse. Bottom-line I was home, I didn't have a knock on my door, nor did I receive a notice. Not on my door, not on my mailbox.. I had nothing.

I then told him I would call his job. I then got in my car to avoid confrontation with him. As I drove off he KICKED the side of my car. I got out to ask him why did he kick my car? He repeatedly accused me of trying to hit him with my car. I told him if I wanted to hit you I would have sandwiched you in between my car and your van. He then put his finger in my face, and continuously called me a stupid ass wh**e. I then told him if I am a stupid ass wh**e you are a stupid ass motherf***er, because I am calling Houston Police Dept. and pressing charges. He continuously shouted "Do It Do It!".

I called HPD and filed a report so that he can be charged with criminal mischief for damages to my car.

While waiting for the police to arrive, I called the 1-800 and received a call from a supervisor. I informed him of the incident. This supervisor continuously made excuses for why the package was not brought to my door. Even saying that they could not leave packages. Which was not the point because I was home. When the subject of the call came up, he said DHL had the right to call. And that was fine and good, but I NEVER received a call. And I also made it a point to tell him that a phone call is NOT an ATTEMPT to deliver. I asked him to repeat my phone number in the system. He could not produce a number for my address. He then said it was on the box. I told him that my number wasn't on the box. When I told him the number on the box was not my number I still got a run around of why the package was not brought to my door. Again, that was a MOOT point. Because now my car is damaged.

That was the subject of this call. He tried telling me about the tracking system and the reasoning behind it. I had been trying to track the package on the system EVERYDAY, Monday, January 28, 2008, was the first day I could track it via the link that Dell gave me. I needed my package January 26, 2007. I gave him the scenario of an elderly person that does not have computer access and would rely on DHL to come to their door. What if this person could not walk to the office to pick up their package? Everyone doesn't have computer access. Basically I seemed to be getting excuse after excuse. And again at this point, that was not the point. The point was I received damage to my car by one of your drivers. At that time I stated there was possible damage to the vehicle. He said he would forward the information to the manager.

A Houston Police Officer arrived and took the report. He could clearly see the damage to my car once I point it out to him. He gave me an incident number.

I called on Monday, February 4, 2008, and talked to supervisor AGAIN to ask what am I supposed to do about the damages to my car? Will they come out and look at it...what am I supposed to do? He referred me to a manager. He stated he would pass along the information, which I thought had already been passed along. I called the manager on February 5, 2008, and I did not receive an answer or a call back.

I called again on February 6, 2008, still no return call by the manager.
     
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User Replies:
madconsumer on 02/10/2008:
in general, all delivery agencies will only deliver to the front office of apartment complexes.

if I was the driver, I would be filling a complaint against you for abuse. DHL can refuse to deliver packages to anyone they so choose. just be lucky he did not run you over.
Ponie on 02/10/2008:
mad--you're too funny! :)
QueenIsaKe on 02/13/2008:
WOW to that comment! You must be the driver!
I've worked for the U.S. Postal Service in Management for years! This unacceptable for an employee to do! Point blank the I never received a notice! So I am supposed to chase down a package because a worker is NOT doing his job? I deserved to get my car kicked because I ask about my package that is helping his salary! He probably already had a criminal history and that's the reason he can only work at DHL! Don't matter because he has charges against him and DHL is repairing my BMW!
*Brenda* on 02/13/2008:
madconsumer, that isn't true at all. I lived in 2 different apt complexes and in both all of my packages were delivered to my apt's front door, UPS, USPS, Fedex, DHL all of them.
VoiceOfTruth on 02/19/2008:
DHL drivers are not supposed to just leave packages in your entry way or at your apartment door. Why? Because that a GREAT way to have your package STOLEN! I would much rather walk down to the leasing office than have to deal w/ reporting theft by either a neighbor or some random person who decides they might want my package. Seriously, you sound like a baby with all the whining you did about the driver leaving an attempt notice on your mailbox. I think you're lucky all the driver did was kick your precious BMW instead of your teeth. Get over yourself.
hello dolly on 02/19/2008:
I seem to have missed something here. The driver randomly decided to come find you after protecting what could easily be assumed to be an expensive package (Dell = $$$) was secured for your protection so he could start a fight with you???

You behaved like a pompous jerk. I only wish I had been the DHL manager so I could have called the police on you for making terroristic threats against my driver. May the delivery gods rain on you and NEVER deliver to you again.
PleasedAsPunch on 02/23/2008:
Frankly, I would have been a little upset if I had taken the whole day off to wait for a package that I had spent quite a bit of money on, only to find out the driver was incompetent and couldn't find out where I lived and didn't give enough of a rat's a$$ to call Dell and get the whole situation settled instead of taking the easiest way out and just let the package sit at the leasing office. What kind of customer service is that? I would have wanted answers and a resolution, too! And the driver had absolutely NO right to get physical or disrespectful with anyone else's property, regardless of whether he was "on the job" or not!!

Moreover, I work for a property management company... and why didn't the people in the leasing office contact you? They know where you live... inexcusable!
BlazingFire on 08/24/2009:
I live in an apartment complex that does not have a front office. In fact the rental office is not on sight and I have packages delivered to my front door all the time. I too have a problem with DHL. I ordered a sword over the internet for a convention. Luckly I ordered the sword a month before I needed it. WHen I ordered it, I paid for next day delivery, The sword took some time to ship bacause of special things I wanted. On the day of shipment, I received an e-mail so I could make sure to be home because I would have to sign for it. Only on the day of delivery, I never got it. When I called, they told me first that the package was on the truck for delivery. It was after nine o'clock and I hadn't got it. They said at first that it appears that it was lost in the system. Then they said that it would be delivered the next day. WTF. Is it lost or is it on the truck? I did receive it the next day, but it was no less frustrating. My point was that I paid for 2nd day delvery, not 3-5 business day delivery. This was the second time I've had problems with them not deliverying on time. DHL is a lousy delivery company and I can understand your pain, but your actions were a bit over the top.
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