DHL Complaint - Do Not Use DHL --- CEO Doing Bad Job
CHHICAGO, IDAHO -- CEO for US has a long way to go. I needed tickets to a Packers game sent to a very large customer of ours. They were to be picked up by DHL on Wed (12/5) for next day delivery by 1200. They did not pick up until Thurs... I was thinking this is okay because they have until Sat; furthermore, we are not talking to China -- we are talking from Chicago to Milwaukee! I told the DHL reps on Friday that I would pick them up Saturday where ever the tickets were located if they were not going to deliver it - I would do their job and they would get paid for it! - nice eh? BUT THEY PROMISED A SATURDAY DELIVERY -- 3 reps actually promised me that. Well, it is Saturday at 5 pm and the customer did not get the Packers tickets. Packers happen to be doing very well this season so the tickets are important to many people in WI. Not one rep said they were sorry or apologized until I stated so. There service is horrible...
HOW CAN YOU NOT GET ONE LITTLE ENVELOPE FROM CHICAGO TO MILWAUKEE IN 3DAYS!!!!!!!!!!!!!!! ESPECIALLY SINCE WE REQUESTED NEXT DAY SERVICE!!!
The only thing the rep said they could do is fill out a claim for shipper fees. Well, this would obviously be a given and should be taken care of immediately... But of course, it won't be. And as if spending 7 hours on the phone with DHL last night and today was not enough, I assure you that I will have to do all kind of crap and paper work just to get reimbursed for the shipping fees. This company absolutely sucks... I cannot believe they are in business. If I ran my business like this, I would be out of business very quickly. It is always a wonder to me how people like Hans could be in the position he is in when it is so obvious to me how badly this company is run. How did DHL get to where they are? How does this happen? It is truly amazing to me... I will give Hans that. I guess it is the whole "branding thing"... has nothing to do with how well they actually provide the service. One excuse by DHL was comical-- it was snowing. It was not snowing, and for people that deliver STEEL in the snow, it seems ridiculous that DHL, whose entire existence is to freight packages from point A to point B, could not make the delivery. AND NONE OF THE REPS CLAIM THEY CAN DO ANYTHING -- HANS, WHY ARE YOU SPENDING DHL'S MONEY TO EMPLOY SUCH PEOPLE?
They all claimed that they have no way to contact the drivers - WHAT???? One of the world's largest shippers has no way to contact couriers???? I don't buy it, but if that is the case, again -- long way to go. THIS IS THE SECOND TIME THIS HAS HAPPENED WITH TICKETS -- only last year, it was the Bears tickets, who was a hot team at the time. The customer got their tickets on Monday, the day after the game. Thanks DHL! Hans needs to get a clue. He is paying representatives at call centers who cannot do anything to help a customer and many of them are worthless and actually rude. I think it is funny that this letter says Hans cannot be "beat"; I, as I am sure would many others, would run circles around him. If this is the way he runs things, I assure you that the US market will catch on quickly.
BUSINESS PEOPLE WILL NOT BE USING DHL FOR VERY LONG. THEY ARE SOOOO UNRELIABLE. THE REPS ACT LIKE THEY ARE NOT EVEN IN THE BUSINESS OF SHIPPING OR SERVICE! They use snow as an excuse; yet, many companies like ours are delivering truckloads of steel in the same weather (it wasn't snowing -- there was a little snow a couple days prior, but hardly enough to hold up shipments). UNBELIEVABLE!!!!!!!!!!
HANS -- YOU HAD BETTER TAKE THE "EXPRESS" PART OF "DHL EXPRESS" OUT OF THE NAME... IT IS FALSE ADVERTISEMENT! As the CEO, you should be embarrassed. I will now sign off -- I have to go spend another $600 on Packers tickets for my customer since Hans could not get his people to uphold there obligation... Thanks!