DHL Informative - Lack of common sense
BOISE, IDAHO -- I scheduled a pickup on a Friday for the following Monday. The name of the company was entered incorrectly by customer service into the system even after I spelled the name of the company. I then went down to the local station to verify that the pickup had been scheduled and to verify the information. I gave the department, contact name, address and phone number of the company, filled out the airbill, and paid for the shipment in advance. I was supposed to be able to pick the package up Monday night from the station.
On Monday, I went to the station, waited for 45 minutes to be told the package was not picked up and to try again Tuesday. I again verified the pickup information. Tuesday I went to the station and again the driver did not pick the package up. I found out that the information in the system for the pick up had the incorrect business name, but correct address and phone number. The driver didn't use this information. On Wednesday, I contacted the business that the package was to be picked up from and was told the driver pulled up in front of the building but never went in on Monday, Tuesday, and again on Wednesday. So the package was never picked up. I have yet to be reimbursed for the prepayment of the shipment.
I contacted the local station to cancel the pickup and request my money back and asked if the station owner still came in in the mornings ( I know the owner ) and was greeted with a manager yelling at me over the phone and telling me it was my fault that the driver couldn't figure out how to pick up a package. When I gave the department, phone number, address, and contact name, I expected that the driver would not have a problem, however, apparently the driver has no common sense. The manager was extremely rude and I refuse to ever use DHL again!! I will never recommend them again!! This is sad because I am friends with some of the drivers, as well as family with one driver.
If the company has ever heard that one happy customer will recommend the company to one person, but one unhappy customer will tell ten people about the bad experience, then the company would do something about their customer service, management and training of drivers.