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.
DALLAS, TEXAS -- I ordered stuff from Shein, I paid for 3-5 day delivery once it was processed. As of tomorrow (August 29) it will have been 14 days. I received a text that it would be delivered on August 24. I sent a reply that I was out of town so I wouldn't be there to sign for it. I rescheduled it to be delivered on August 27.
On Wednesday the 26th I got a call that they needed the gate code so they could drop it off. I gave them the gate code and was told to leave a note on my door with the tracking number and my signature and they would leave the package. I did just what I was told but when I came home yesterday, there wasn't a package.
I called today, August 28 and was told they never tried to deliver because they "didn't have my address". I called to make a complaint and was told that it wouldn't be delivered until Monday. I told the lady I spoke to that it was unacceptable because there were dresses in there for a wedding this weekend. She said she would see what she could do and call me back. I never heard back from her.
I then called the same number from Wednesday that I gave the gate code to and was told that the drivers didn't even take the package with them and that if I needed it, I could drive to DFW airport and pick it up. At this point it was around 1:30 in the afternoon and I was at work and unable to drive 40 minutes to pick up a package that I PAID to be delivered to me. I will Never again use your services and plan to repost this as a negative review on your company.
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.
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.
PORTLAND, OREGON -- I ordered a case and screen protector for my cellphone off EBay, sadly the seller used DHL for shipping. I was very happy to see the product would be coming from California, as I live in Oregon, and that is only 16 hours of drive time, I would be sure to get it in no time, right? WRONG... I am currently sitting here 10 BUSINESS DAYS later, and it has only just now arrived... IN WASHINGTON... TO TRANSFER TO USPS TO SHIP BACK DOWN TO OREGON...
In the time it has taken DHL to ship from California to Washington, I was able to receive a package from JAPAN... HALFWAY AROUND THE WORLD. The only conclusion I can make from this is that DHL now uses bike messengers for all their deliveries and shipping services.
COSTA MESA, CALIFORNIA -- I was expecting a overseas package and received a email saying my package would be delivered Monday and if I wanted to change the date to do it online. Since I was working Monday, I asked for Tuesday delivery. Stayed home all day and no delivery!! So I checked the tracking number and it said the package was delivered and signed for on Monday. I live in a secure complex and everyone must sign in. There is no proof of any DHL truck coming on Monday or any deliveries made. To make it worse, when I checked the signature on file, it was clearly NOT ours.
When I called customer service, they first said well even if the delivery date was changed, its not always guaranteed. Second, they insisted they checked with the delivery man and that it was delivered to this address. (Such a lie, since there is no proof they were here). I asked who signed for the package, and can you believe they said "if you say the package can be left at the door, the delivery man just signs". They didn't even leave a notice saying the package was delivered (because it wasn't). I can't believe these people are still in business.
Obviously, they steal a lot of packages this way and get away with it. Someone is making out. I had over $300 of merchandise taken from these people. When I asked to speak to the legal department, they never called me back. They left a message saying, the package was delivered and this will close this case. Unbelievable. Do NOT, I mean NEVER use this company for deliveries. You will be so sorry.
6500 SILVER DART DR MALTON, ON +1 855-345-7447 -- I ordered something from Neiman Marcus through border free shipping. After a few days of waiting for the parcel, I decided to track my parcel. To my surprise, it said the parcel had been shipped and signed for 2 days ago. I was shocked because I have not received my parcel and nor did I sign for any package. When I asked for proof of signature, it read NSR (no signature req). I decided to send in a complaint to DHL and also to Neiman Marcus. Neiman Marcus is following it's due procedure and are inquiring with border free to find out what happened.
DHL called me and basically told me tough luck and to call Neiman Marcus to reimbursement me! I spoke with Neiman Marcus who were very patient and caring through the entire process. I will also contact Borderfree to complain about this company and ask them to review DHL's history with customers and to re-evaluate their contract with a dishonest company.