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.
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!!!
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 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 uncle's 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.
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.
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.
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 have 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 steel 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 off the net - I wait about an hour and no call...
Hmm 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...
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 ** want, I'll bring you your ** 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 ** called me back, I explained to him what had occurred and he was very apologetic. He told me that ** 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 **.
I again spoke with ** from DHL and later in the day a ** (who is the actual employer of ** from Gateway in Omaha Nebraska) called me. Gateway is a contractor for DHL Express. ** told me that he had discussed the first incident regarding the profanities on the phone with ** and he had known nothing about the incident that took place in my office when ** 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 ** behavior. ** 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 ** who worked in the Warrensburg, MO area until last Friday, when he was let go early, ** in the past has been suspended because of throwing packages while at the depot. This was not in the presence of a customer as ** was. I would like ** to be reprimanded and made to apologize to me and the people in my office building who heard his tirade.
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: customer's side, 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- your employee could be your future customer, daily details are most important than annual results. Further questions? Email me!
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!