DHL Express

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]

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].Our records indicate that the shipment was delivered...

on October 21st at 4:04pm.  Under DHL policy the rights and responsibility for cargo claims belong to the account holder.  Our records indicate the claim rights of this shipment belong to the shipper in China. Normally it is up to this party to file any claim with their local DHL office.  With this information in mind, we are unable to settle this claim directly with our customer.I can assure you that we will review 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.Once again DHL would like to apologize for the service issues involved.  Sincerely,[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

January 18, 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. DHL has fully researched this matter.  We appreciate the feedback...

and have brought this to the attention of our Local Management Team to review in order to prevent similar situations in the future.  Our records indicate the shipment was recovered from the wrong delivery location and delivered directly to our customer on January 15 at 2:54pm. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Michelle T[redacted] DHL Office of the President

May 16, 2017  Revdex.com 1010 East Missouri Ave. Phoenix, AZ 85014 RE: [redacted]
DHL appreciates being given the opportunity to again address our customer’s concerns.  Every matter of this nature is taken very seriously and investigated thoroughly to ensure corrective measures are taken to avoid future instances. We sincerely apologize for the frustrations our customer encountered regarding their shipping experience with DHL Waybills [redacted]  Our records indicate that the Claims department has completed its review as well as the review of the appeals from our customer.  The claims have been resolved as of January 9th, May 4th, May 8th, as well as May 9th and the customer has already been notified of the outcome. Regretfully at this time DHL has determined to not be responsible for the issues that contributed to the delay and as such we are unable to reimburse our customer for any charges incurred with the delivery or transportation of this shipment. Once again DHL would like to apologize for the service issues involved.     Sincerely, Shelby R[redacted]Executive Response and Social Customer Care Tell us why here...

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]

January 28, 2016 Revdex.com 4428 North 12th Street Phoenix, AZ 85014 RE: [redacted] - Case # [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 has confirmed that the shipment is on hold after being refused and the shipper has been contacted for instructions.  They have reviewed all the details regarding the incorrect delivery on the part of the courier and appropriate action has been taken.  The DHL website also reflects the hold status on the shipment and has been updated daily. Once again DHL would like to apologize for the service issues involved.  All necessary actions will be taken to ensure that these types of service issues do not happen. Sincerely, John G[redacted] DHL Office of the President

September 9, 2015   Better[redacted]
[redacted] Phoenix, AZ 85014[redacted] DHLappreciates being given the opportunity to research and address our customer'sconcerns. We sincerely apologize for the delivery service issues our...

customerincurred with DHL.  We haveresearched our customer’s concerns regarding the automated notification, the deliveryattempt and the request for a refund of the shipping charges.  The matter has been thoroughly reviewed forany areas of opportunity and appropriate action has been taken.   Under the DHLTerms and Conditions of Carriage, the rights and responsibility for cargoclaims belong to one of two parties: the shipper or the Bill To accountholder.  The shipping costs for this package were paid for by the shipper,and billed to the shipper’s account in Hong Kong.  Our customer would need to contact theirshipper and request a refund of the shipping costs, as they hold the rights tothe shipment.   Once againDHL would like to apologize for the service issues involved.Sincerely,  
[redacted]DHL ExecutiveResponse and Customer Care

March 4, 2016 Revdex.com  4428 North 12th Street  Phoenix, AZ 85014 RE: [redacted] DHL has attempted in good faith to resolve this situation for our customer within our standard procedures by providing him with the proper channel for his replacement / reimbursement request.  As it appears legal action may now be forthcoming, the below is DHL’s registered agent for the state of California: DHL Express (USA) Inc. CT Corporation System 818 W. Seventh St., 2nd Fl Los Angeles, CA 90017 213 627-8252   At this time we consider the matter settled with the Revdex.com.  Sincerely, John G[redacted] DHL Office of President

Hi, The way bill number is [redacted]. And the status of it, as of today Dec.9, is still awaiting customer to pick up. thanks

November 29, 2016   Revdex.com [redacted]
[redacted] RE: Complaint ID [redacted] [redacted]   DHL appreciates being given the opportunity to research and address our customer's concerns.   On behalf of DHL Express, please accept my sincere...

apologies and thank you for bringing this to our attention. I will review and provide an update to our customer as soon as it becomes available to me. Also I have asked our tracking team to close their research file as I will be conducting a full investigation into this matter.     Once again please accept our apologies for the issues involved.     Sincerely,   Mark L[redacted] DHL Office of the President

January 18, 2016
 
 
Revdex.com 4428 North 12th Street Phoenix, AZ 85014RE: Case # [redacted] - [redacted]
*
DHL appreciates being given the opportunity to research and address our customer's concerns. We sincerely apologize for the service issues our customer recently...

incurred with DHL.
 
Unfortunately we do not have enough information to proceed with researching the case. 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 Shipment waybill number(s)
Shipper/Recipient information.
 
Upon receipt of more information, DHL can proceed accordingly with this complaint.
 
Once again please accept our apologies for the issues involved.
Sincerely,
 
 
Tara G[redacted]
DHL Office of the President

March 14, 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 4732434932.    Local DHL Management will be contacting our customer to discuss arrangements to return the package back to the sender free of charge.    Once again DHL would like to apologize for the service issues involved.  All necessary actions will be taken to ensure that these types of service failures do not happen.   Sincerely,   Michelle T[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 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

April 24, 2017 Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014   DHL appreciates being given the opportunity to address your concerns. Every matter of this nature is taken very seriously and investigated thoroughly to ensure corrective measures are taken to avoid future...

instances. Through our investigation it has been determined that Mr. [redacted] has requested to have the shipment returned to sender as the shipment was not delivered on April 21st, when he was available. If the customer would like to instead have this shipment to be delivered on Friday when he will be home that can be arranged. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely, Shelby R[redacted] DHL Office of the President

August 10, 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.   We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL Waybill [redacted]   Under DHL policy the rights and responsibility for cargo claims belong to one of two parties: the shipper, or the Bill To account holder as they contracted with DHL to carry the goods.  The customer will need to reach out to the Shipper, [redacted] GROUP, for any refund or replacement. This goes in accordance with our Terms and Conditions in which the shipper is agreeing to upon completing the waybill for the shipment.   We are showing that [redacted] GROUP paid DHL directly with their account number. Therefore, the customer, [redacted], paid the shipper directly.   Once again please extend our sincere apologies to our customer regarding this unfortunate incident.   Sincerely,   Daniela D. M[redacted] DHL Office of the President

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]

May 26, 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.   I have received our customers request for...

reimbursement.  DHL conducts business in accordance with its Terms and Conditions of Carriage. These Terms and Conditions govern all of the shipments that travel through our network.  Unfortunately, consequential damages for lost revenue, travel expenses or time off work are not covered.   Once again please extend our sincere apologies to our customer regarding this unfortunate incident.     Sincerely,   Mark Loomis DHL Office of the President

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 all the details regarding the...

incorrect delivery and was recovered and delivered correctly to our customer.  Corrective action will be taken regarding this case.Once again DHL would like to apologize for the service issues involved.  All necessary actions will be taken to ensure that these types of service failures do not happen.Sincerely,[redacted]DHL Office of the President

September 5, 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.   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.   The shipment is in the abandon area with Customs in India awaiting the requested KYC documents from the receiver.  The customer does not need to travel miles to share the requested ones. He can upload them by visiting [redacted]
We apologize for the customs delay and any inconvenience caused.   Once again please extend our sincere apologies to our customer regarding this unfortunate incident.       Sincerely,   Michelle T[redacted] DHL Office of the President