DHL Informative - Unreliable shipping, appalling customer service
SEATTLE, WASHINGTON -- Our company recently attended an international conference in China. To support our personnel at the conference, we used DHL to ship four pieces of equipment to China. The value of the equipment was in excess of $250,000. Well DHL lost all of the equipment and the conference was a bust. Our personnel traveled to China essentially for no reason accumulating travel costs in excess of $11,000. It has been over 60 days since this incident and we still have no idea where our equipment is! The last known location was in a container on its way to Hong Kong. On top of this, DHL also lost all of the customs paperwork resulting in duty penalties that we now have to pay when (if) the equipment returns. We have gone through several customer service representatives and managers with no avail. They never return our phone calls or reply to emails. It is impossible to actually talk to a knowledgeable person unless there are lawyers involved. Their attitude and professionalism has been horrendous and is a fine example of what not to do for a shipping business. Since we are a small company, this has had a significant impact on our business. Maybe international shipping isn’t their forte, but there is no excuse for their appalling customer service.