DHL Complaint - DHL Worst Service Ever/Misrepresentation/Loss of Merchandise/
I had a shipment imported from Hong Kong on 12/19/05. On 12/21 I contacted customer service for the status. Despite the fact that the tracking information did not indicate it had cleared customs, they contacted their import department and assured me it had and that I would receive it the next day. Note that Import Express service quotes a 2 business day delivery. Not having received it on 12/22 I contacted them again, as the status still said "on Hand" at the DHL facility in Los Angeles. They opened a file to trace the shipment and said I would get a call back by 5pm the next day. In the meantime I get a call from my local DHL facility saying they were instructed to hold my package at their warehouse instead of delivering it to me. I did not know where these instructions came from, but I offered to come pick it up, just glad that it was delivered. They indicated that is wasn't there, just that they got a call to hold it - to quote the gentlemen, "I don't have it and I don't know when it's coming in." Confused, I call customer service again to find out why these instructions were given to my local DHL center. Of course she had no clue, but supposedly changed the instructions back to the original of door to door delivery. The next day (the 23rd) still no delivery, so I called again. The rep "Daniel" told me to wait for my 5pm call back. I asked to speak with a supervisor or someone in the office where it was actually being traced. He said there was no information available on that - but he had given me the person's name. I asked again if there was no supervisor in his office - he said no. Being the Friday before Christmas I asked if the corporate office was open. He laughed and said "thank you for calling DHL" and hung up in my face. I called back immediately and got the number of the corporate office in Florida. Amazingly all the way out there in Florida they had the direct phone number of the person handling the trace. It is now 12/27 and the last information is that they have searched the Los Angeles gateway (e.g. warehouse and dock) and lost and found and my shipment is nowhere to be found. Needless to say this is unacceptable. I have spent tens of thousands of dollars on shipping with DHL, only to have this shipment "lost" from their possession and then to be hung up on when I dare to call and ask to speak with more then a low level customer service person. There service representations are a fraud, they are rude and unhelpful, and they refuse to give you contact information for anyone in senior management. I may be out of money but I intend to sent a letter detailing my experience to their competitors UPS and Fed Ex. Since DHL sees fit to trash their service in their national advertising I will offer my experience as testimonial to the contrary. Furthermore, I will be calling every national consumer advocacy radio program to go on air with my beef, I will be filing a robbery report with the LAPD, I've contacted an attorney and will file a complaint with the FTC.