DHL Complaint - Service Failure? Or Not?
TOLEDO, OHIO -- On Friday, June 3 2005, I sent a package for Monday delivery from Toledo OH to my mother who was visiting in California. On Sunday, June 5, there was a death in the family and my mother had to return to Ohio immediately.
I contacted DHL, whose representative was very nice and asked to have the package turned around. I was assured that this happens from time to time, it was nothing out of the ordinary, and they even refused to take more money from me for the turn-around service...I had offered this up-front.
I was told the package would be back in Toledo on Tuesday June 7.
I asked if they could hold the package at the station, due to my irregular schedule, since I would not be home.
On Monday June 6, a DHL rep contacted me to tell me the package had been successfully turned around and would be held at the DHL station in Toledo on Tuesday morning for my pickup.
On Tuesday I contacted DHL to verify that the package had arrived. They informed me it had not.
Upon inquiring where the package was, I was told they did not know, and I would have to wait until the California station opened (3 hour time difference).
I called back in that time frame only to discover that the package had been delivered to the original destination (the california hotel), on tuesday 24 hours later than the delivery date I had paid for.
I was assured that the package would be picked up from the hotel and returned to the Toledo station on Wednesday June 8, and held at the station for my pickup.
Later on Tuesday, I again confirmed that the package had been picked up from the California Hotel, and it had been. I was relatively satisfied that DHL -- an overnite delivery service, could have my package back to me on Wednesday.
On Wednesday, I contacted the Toledo station again, and was informed that the package was NOT there.
Upon inquiring as to the location of my package, I was told "we dont know, we'll have to wait until the California station opens"...AGAIN!
I waited the alloted time, and was informed that my package had stayed in California at their station.
Once again, I asked to please have the package sent overnite to me and held at the Toledo station for my pickup and was assured that it would be there on Thursday June 9.
On Thursday June 9, I received a call from my neighbor who informed me that there was an envelope on my doorstep.
On a bright NEON sticker on the DHL envelope was the notation "Hold At Station"
... I guess they cant read either.
After finding my envelope on the doorstep, I called DHL and spoke to a supervisor named Karen because at this point I wanted my money back.
I was apologized to, I was told that I would receive a refund soon and was given a service failure claim number.
On June 30, I hadnt received my refund so I called again and asked for the supervisor named Karen. Nobody had ever heard of Karen. I was given another supervisor named Shirley. I had to explain the scenario to Shirley who informed me that the service failure claim was denied because they had in fact delivered my package.
When I explained to Shirley the time-line above, she agreed that it WAS in fact a service failure given that I had paid for Monday delivery.
She said she would look into it and contact me.
Shirley called me several times that day to ask additional questions. The culmination of my conversations with Shirley was that after she had spent all day on the problem, she had been assured that I would receive a refund within a few weeks.
Today is August 4. I have still received no refund. I called 1800 call-dhl again. I asked for the supervisor named Shirley. Nobody had ever heard of a supervisor named Shirley. Pattern? yes.
This time I spoke to a supervisor named Joyce. Joyce informed me that all the notations on my account were in archive and she couldnt access them for a full 24 hours.
I gave her the service failure claim number that she was able to find and view the notes for.
The notes indicated that their billing dept. again denied my service failure because the package was delivered.
After Joyce read the notes and asked more questions of me, she became the third supervisor to indicate that this WAS in fact a service failure.
She further informed me that Customer Service is not the department that makes such decisions but it is rather the billing department who is in charge of making that determination.
I was given ANOTHER claim number and told that the billing department will be contacting me soon.
Now, all I can do is wait and see.
I have spent at least 7 hours on the phone with these people over the course of two months.
Even if their supervisors are paid minimum wage, the amount of money paid to them just to talk to me about my problem is almost double the amount they would have to spend to just give me my refund.
I have come to the decision that I will continue to contact DHL and use their customer service staff ad nauseum until this is resolved.
It is obvious to me that within DHL, the right hand has no idea what the left hand is doing. Their method of tracking packages seems to be incredibly unreliable. And their customer care department has absolutely no authority to care for their customers...but rather is there to get customers "off their back".