If You Want Good Customer Service DO NOT Use DHL
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 8:00pm which I agreed as this proved to be the best option. The following day I send my husband to the depot which is 70km 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 2hrs 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 10pm to 7am. 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.