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.
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.
SINGAPORE -- I have shipped and imported parcel for About 5 years. Whenever any online site ship or have an option via DHL, it makes me want to buy from them just because DHL in my country is always ahead of time. I can call their customer service and select my precise delivery time slot as well, even selecting the delivery on a Sunday or any holiday itself!!
I even called the customer service agent around midnight and was surprised he came to the phone, after I complimented him he told me that they are 24 hrs hotline!? No courier or delivery company in my country Singapore, provide such service, I should think so. I can't vouch for other location but here, DHL is world class. Order on Friday in most country out of Asia and I get it on Monday morning. Sometimes they deliver on Sunday if arrive ahead of time. Thanks for your service DHL!