DHL Complaint - Do Not Use DHL - It Is Not Worth Any Money They Claim You Save
BIRMINGHAM, ALABAMA -- (This is long because I am still upset)
DHL's computerized system used at Mailboxes Etc. does not indicate that 2 day ground delivery will take longer, will not include weekends and is not guaranteed.
My package was dropped off on Wed morning 10/15/08, apparently not picked up until Thurs. afternoon and tracking stopped on it when departing Atlanta at 2:02am Friday morning 10/17, the day I had wanted/expected it to be delivered to Rhinebeck, NY. When that status had not changed by the end of Friday I contacted MBE who could only direct me to DHL. The first person told me there was no 2 day guarantee on ground deliveries and that they were closed until Monday. When I call DHL on Sat. morning I was put on hold for over 5 minutes because they could not locate the tracking number I gave them.
MBE had been in touch in the meantime explaining that the computerized system they leased indicated 2 day DHL ground delivery was guaranteed. When I attempted to check tracking online the tracking number gave an error (my computer remembered the number that had worked earlier; it had just disappeared from the system). I called 1-800-CALLDHL and was told that their records confirmed my last sighting of departing Atlanta at 2:02am Friday and said it had since been scanned in at Allentown PA at 6:48pm on Fri. 10/17 and was scheduled for delivery tomorrow (Sun). This was after she told me they were closed until Monday and after mistakenly saying it was in Newburgh NY. She told me it had been scanned 3 more times while in Allentown - 9:19pm and 9:21pm on 10/17, and at 4:17am on Sat. 10/18. When I asked about the number of PA scans she said that I wouldn't understand - not something a disgruntled customer wants to hear. When I rhetorically asked why anyone would use DHL given they didn't guarantee their 2 day deliveries and in fact promised only that would take up to 6 business days, she suggested because it was cheaper. I disagreed that their rates were cheap.
I asked for a number at the Allentown facility to lodge a complaint and asked her to also send them one on my behalf. The number I called directed me back to the 1-800 number for complaints but offered an option to report missing work. I left a voicemail giving my name, number and reporting my missing work - my package, along with the tracking number.
It's too late to fix the mess they've made and leaving that message made me feel only a little better. I strongly urged MBE to drop DHL from their options and pursue getting the refund they offered me out of them.
I strongly urge you to look elsewhere for your shipping needs - it isn't worth whatever savings they claim - time is money too.