DHL Complaint - DHL Next Day Express Delivery - What a Joke!
CODY, WYOMING -- On Tuesday 10/3/06 I had a supplier ship me $200 worth of perishable merchandise to me at Cody, Wy. He packed the merechandise for a next day delivery and shipped it from Kansas by DHL Express for a guaranteed next day delivery. The Express package should have been delivered by DHL on Wednesday 10/4/06 and would require a signature on delivery. I stayed at home that day and did not work awaiting delivery of this package. By 5 PM on 10/4/06 it became apparent that it was not going to be delivered that day. I checked the tracking information on it and found that it had arrived at their Billings, Montana dispatch center on that morning. I called Customer Service at DHL to find out why it had not gone out for delivery and the customer service operator could not tell me anything except that it just did not get delivered that day and that it would be delivered the next day. So the next day (10/5/06) I again stayed home and waited but again there is no delivery from DHL. That afternoon I again checked the tracking information and ffound a notation stating that they had attempted delivery and to plase call their toll free number. I called the number and was transfered to their Billings. Mt. dispatch center. I gave their Billings dispatcher (first name Amy) the airbill number and demanded an explanation, as I had been sitting at home for two days waiting for this Express delivery package. I was advised that it was initally delayed bcause their plane had been fogged in at Wilmington, OH and had arrived in Billings too late to get the package out on delivery on 10/04/06) and that the driver had reported that he was unable to locate the street that I live on when he attemped to deliver it on 10/5/06). I gave her the street address and within a few seconds she had pulled it up on the computer and told me exactly where it was located. Apparently their delivery driver did not have the forethought to check with his dispatcher for the street location or to call me for diretions (My telephone number was on the outside of the package). By this time I was getting hot under the collar. But she assured me that it would be delivered the following day. So the next day (10/6/06) I again stayed home awaiting delivery. By 1;30 PM that afternoon it began to look like the package again was not going to be delivered. I called the Billings, Mt. Dispatch Center directly and again spoke to Amy. As soon as she recognised what I was calling about she transfered me someone named Jason whom I assumed to have been the manager. He informd me that they had determind that I lived outside their delivery area. I explained to him that I live in a developed subdivision that has been here for some 20 years and that DHL delivers in the subdivision all the time and had even previously delivered to my address. He told me that they only delivered within a 10 mile radius of Cody, Wyoming and that I was outside that 10 mile radius. I informed him that that was incorrect that I only lived exactly 7 miles from the city limits of Cody and 8.5 miles from the center of town. He one again reinterated that I was outside their delivery area and that they had placed my Next Day Express package in the mail and that it would be delivered by the U.S. Postal Service. When asked about other deliveries that DHL had previously made to me and my neighbors he told me he didn't know what th driver would have been doing in my subdivision because he shouldn't be delivering there. He continued to insist that I was located more than 10 miles outside of Cody, Wyoming and therefore was out of their delivery area. To make a long story short we were at the weekend by this time. Monday (10/9/06) was a Postal Holiday (Columbus Day) so there was no mail delivery. My DHL Next Day Express package was finally delivered by the U.S. Postal Service on Tuesday (10/10/06) after being bounced around for a full week by the incompetent lying people at DHL. And additionally no signature was required when it was delivered by the U. S. Post Office, as DHL did not pay for that service when they dropped it in the mail.
In summary, I paid something like $50 for Express Next Day Delivery only to have the package deliverd a full week later by the Post office. I missed 3 days of work waiting for DHL to deliver it so I could sign for it. I won't even discuss the condition of the perishable contents after a week of DHL's farce that they call their Next Day Express Service.
On Wednesday (10/11/06) my wife was leaving for work and she saw the bright yellow DHL delivery truck go past our subdivision headed further out of Cody than where we are located. She followed it and watched the driver make a delivery out 2 miles past where we live, but then we are 'somehow' out of their delivery area.
I honestly don't know how an express delivery service that is this screwed up and who employs such incompetent people can stay in business. I know that I will never ever again be doing business with them and I shall not do business with any other vendor who insist on shipping anything to me by DHL. If DHL attempts to deliver anything to me I will refuse to accept it and have it returned to the sender. Futher, I intend to make a conscious effort to make sure that all of my business associates and friends know how sorry DHL service is. These people do not need to be in business.