DHL Express

DHL appreciates being given the opportunity to research and address our customer's concerns. After reviewing this case further I have noted that our claims department has been in contact with our customer and will assist with her claim request. It is policy for all lost or damage claim requests that proof of purchase and value is provided in order to complete the claims process. The required documents can be a store receipt or a credit card statement showing proof of value and purchase. If the customer is in possession of these documents she can contact her claims agent directly. Once again please extend our sincere apologies to our customer regarding this unfortunate incident.   Sincerely, Mark L[redacted] DHL Office of the President

DHL appreciates being given the opportunity to research and address our customer's concerns. Please advise our customer that further details are needed in order to provide resolution. The details needed may include but are not limited to:· DHL tracking Number ·...

DHL Invoice NumberUpon receipt of more information, DHL can proceed accordingly with this complaint. Sincerely,[redacted] [redacted]DHL Office of the President

July 12, 2016   Revdex.com 4428 North 12th Street Phoenix, AZ 85014 Complaint ID #[redacted] – [redacted] DHL appreciates being given the opportunity to research and address our customer's concerns.   Please advise our customer that further details are needed in...

order to provide resolution. The details needed may include but are not limited to:   ·         DHL tracking number   Upon receipt of more information, DHL can proceed accordingly with this complaint.   Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Should you have any questions or comments, do not hesitate to contact me.   Sincerely,   Mark L[redacted] DHL Office of the President

January 5, 2017   Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014 RE: Complaint ID # 11911200 – [redacted] DHL appreciates being given the opportunity to research and address our customer's concerns.   After reviewing the shipment details, it was determined...

that the shipment is currently undergoing the Customs clearance process. The receiver has been contacted by their local DHL to assist with the clearance, as their involvement is required to complete the final delivery.   Customs is requiring the receiver’s tax registry code for formal clearance. We strongly suggest that you allow the receiver to continue working with their local DHL for clearance. In addition, we show that you are currently working with a research specialists in regards to the delay. Please continue to work with them directly as they will continue to keep you updated.   We apologize for the service the receiver has received and will take your feedback to address these concerns with the management team in Côte d’Ivoire.   Once again please extend our sincere apologies to our customer regarding this unfortunate incident.       Sincerely,   Daniela M[redacted] DHL Office of the President

May 4, 2017 Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014   RE: Complaint ID #[redacted]  DHL appreciates being given the opportunity to research and address our customer's concerns.  Please accept our apologies, it seems we communicated incorrectly regarding delivery of this shipment. Our courier spoke with Ms. [redacted]’s roommate who confirmed Ms. [redacted] received her shipment.  Mr. Stephen R[redacted], Supervisor for DHL in Philadelphia, has attempted to contact Ms. [redacted], however was only able to leave a message and has not spoken with her directly.  Once again please extend our sincere apologies to our customer regarding this unfortunate incident.  Sincerely, Tara G[redacted]DHL Office of the President

RE: Complaint ID [redacted] – [redacted]DHL appreciates being given the opportunity to research and address our customer's concerns. Please advise our customer that further details are needed in order to provide resolution. The details needed may include but are not...

limited to:· DHL tracking number Upon receipt of more information, DHL can proceed accordingly with this complaint. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely,[redacted]DHL Office of the President

DHL appreciates being given the opportunity to research and address our customer's concerns.  DHL has researched this matter.  We appreciate the feedback and have brought this to the attention of our Local Management Team for review.  We will certainly use this information to improve...

our customer experience and have already taken steps to enhance our process. Our records indicate the shipment was delivered on June 06/26/2015 at 1:05 pm. Once again please extend our sincere apologies to our customer regarding this unfortunate incident.   Sincerely, [redacted]DHL Office of the President

DHL appreciates being given the opportunity to research and address our customer's concerns. We sincerely apologize for the delivery service issues our customer recently incurred with DHL. We have researched our customer’s concern and have confirmed that the claim was filed by in Hong Kong by the Shipper. The shipper has already received the outcome of the claim. DHL does apologize however the details of the claim are confidential records, and can only be discussed by the shipper.  Please have our customer contact their shipper regarding the claim and further refunds.Once again DHL would like to apologize for the service issues involved.Sincerely,[redacted]DHL Office of the President

April 19, 2017 Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014   RE: Complaint ID # [redacted] – [redacted]  DHL appreciates being given the opportunity to research and address our customer’s concerns.  We sincerely apologize for the frustrations our...

customer encountered regarding the shipping experience with DHL Waybill [redacted].   Local DHL Management was provided with all the details regarding the delivery issues.  They have thoroughly reviewed this with the personnel involved and appropriate action has been taken to prevent this in the future. They have been able to recover the shipment from Amazon and have completed delivery to our customer today April 18th at 11:39am. Once again DHL would like to apologize for the service issues involved.  All necessary actions will have been taken to ensure that these types of service failures do not happen.     Sincerely, Michelle T[redacted] DHL Office of the President

October 27, 2015Revdex.com 4428 North 12th Street Phoenix, AZ 85014RE: Complaint ID [redacted] DHL appreciates being given the opportunity to research and address our customer's concerns regarding Invoice number [redacted] Our records indicate that Invoice number [redacted] is...

for duty/tax payment on an inbound shipment sent to Mr. **. The invoice will need to paid as this was a charge assessed by US customs. I did confirm that the invoice was mailed on October 19th. I am sorry Mr. ** did not receive the invoice prior to the payment date. Maybe a delay was incurred via the local mail. Mr. ** may also contact our billing department directly at [redacted] if he would like to further inquire about this custom invoice. Once again DHL appreciates the opportunity to research and address our customer’s concerns. Sincerely,[redacted]DHL Office of the President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am not satisfied with this solution because since the DHL here is fully aware of the situation, it should not be up to the shipper to file a claim.  I am the one that is out of the money that was paid for the items - not the shipper.  Why can I not file a claim here. 
Regards,
[redacted]

June 6, 2017   Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014   RE: Complaint ID * [redacted]   DHL appreciates being given the opportunity to research and address our customer's concerns.   A number of pieces of our customer’s shipment were delayed due to a customs inspection at our Los Angeles Gateway. Per section J.6 of our Service Guarantee states that the guarantee does not apply to late delivery due to causes beyond DHL's control. (i) customs delays, (ii) customs inspections (including non DHL broker delays), After reviewing there was a claim initiated and determined that some of the pieces did not meet our standard transit time. Therefore, a refund of the transportation charges was warranted for these pieces. Further request for compensation for the shipping charges was reviewed and denied by the claims manager.   Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely,   Mark L[redacted] DHL Office of the President

January 21, 2016
Revdex.com 4428 North 12th Street Phoenix, AZ 85014
RE: Case Number - [redacted]
DHL appreciates being given the opportunity to research and address our customer's concerns. We sincerely apologize for the delivery service issues our customer...

recently incurred with DHL.
Regretfully, we understand that our customer is not in possession of the shipment.  Please know that DHL has conducted a follow up investigation with the delivery courier and can assure you that we have reviewed this matter internally to prevent these types of situations in the future.  We always seek areas of opportunity to improve our customer experience and thank you for bringing this to our attention.
As there was no shipment value protection on the shipment, the shipment is covered under our limit of liability. This can be found listed on our terms and conditions. We regret that we would be unable to extend any additional compensation amounts.
Once again please extend our sincere apologies to our customer regarding this unfortunate incident.
Sincerely,
Joseph M[redacted]
DHL Office of the President

January 19, 2016   Revdex.com 4428 North 12th Street Phoenix, AZ 85014 RE: Complaint ID [redacted] – [redacted] DHL appreciates being given the opportunity to research and address our customer's concerns.   Please advise our customer that further details are needed in order...

to provide resolution. The details needed may include but are not limited to:   ·         DHL tracking number   Upon receipt of more information, DHL can proceed accordingly with this complaint.   Once again please extend our sincere apologies to our customer regarding this unfortunate incident.   Sincerely,   Daniela ** M[redacted] DHL Office of the President

July 16, 2017   Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014     RE: Complaint ID # [redacted] DHL appreciates being given the opportunity to research and address our customer's concerns.   Please advise our customer that further details...

are needed in order to provide resolution. The details needed may include but are not limited to:   DHL tracking number  Upon receipt of more information, DHL can proceed accordingly with this complaint.  Once again please extend our sincere apologies to our customer regarding this unfortunate incident.    Sincerely, Michelle T[redacted]DHL Office of the President Tell us why here...

DHL appreciates being given the opportunity to research and address our customer's concerns. Please advise our customer that further details are needed in order to provide resolution. The details needed may include but are not limited to:· DHL tracking number Upon...

receipt of more information, DHL can proceed accordingly with this complaint. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely,[redacted]DHL Office of the President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I used the same address and the same box that was picked up in China from DHL.  I used the same company and address information to return it.  I do not understand how that is the wrong address.  The box was picked up and made the delivery.  I am also upset that the box was held in China for a month without letting me know what was going on.  I also want to know if I am still being charged $36.10.
Regards,
[redacted]

Revdex.com 4428 North 12th Street Phoenix, AZ 85014 
[redacted] [redacted] DHL appreciates being given the opportunity to research and address our customer's concerns. We sincerely apologize for the billing issue our customer recently incurred with DHL.  As the shipment was lacking contact information for both the shipper and receiver the shipment was returned.  Additionally, there were no charges that were assessed for the returned shipment. At this time we cannot remove any charges as there are none to be found. Once again please accept our sincerest apologies for any inconvenience this may cause. Sincerely, 
[redacted]DHL Office of the President

February 15, 2017   Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014   RE: Complaint ID #[redacted] [redacted] [redacted]  DHL appreciates being given the opportunity to research and address our customer's concerns.   Per our research we found that this...

shipment was sent using our Global Mail delivery service. We have sent an email to the customer and informed her that we received her package on February 8, 2017.  I also informed her that she will receive her package on or before February 21, 2017 – because this was sent as a ground shipment – which was elected by her seller.  We provided her with the USPS website for additional tracking and advised her to contact us, if she needs further information.   Once again please extend our sincere apologies to our customer regarding this unfortunate incident.   Sincerely,   Tara G[redacted] DHL Office of the President Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]