DHL Express

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 CONTACTED THE SHIPPER (LIGHT IN THE BOX) WHO INFORMED ME DHL PAID THEM FOR THE DAMAGE BUT DID NOT MENTION ANYTHING TO THEM ABOUT A REPLACEMENT CAMERA.  WHEN I CONTACTED DHL EXPRESS I WAS TOLD I WOULD RECEIVE A REPLACEMENT CAMERA.  I AM TRYING TO FIGURE OUT HOW THEY WOULD SEND MONEY TO THE COMPANY AND IT WAS MY PRODUCT THEY DAMAGED!  THE COMPANY NOW HAS THE MONEY AND THE CAMERA!!DHL EXPRESS PROMISED ME A REPLACEMENT CAMERA AND THAT IS WHAT I WANT A REPLACEMENT CAMERA.  I HAD TO TAKE THE INITIATIVE TO GET MY MONEY BACK FROM LIGHT IN THE BOX BUT I AM STILL WITHOUT MY CAMERA BECAUSE DHL EXPRESS DAMAGED IT.  IF YOU DAMAGE SOMETHING THAT BELONGS TO A CUSTOMER TO SETTLE WITH THE CUSTOMER AND THAT WAS NOT DONE.  I WAS TOLD BY DHL THAT WOULD BE DONE BUT THEY HAVE YET TO DO IT AND CONSTANTLY HAVE TOLD ME ONE LIE AFTER ANOTHER.  I WANT DHL EXPRESS TO TAKE OWNERSHIP OF WHAT THEY DID TO MY PRODUCT, REPLACE IT AS THEY STATED THEY WOULD BECAUSE I AM NOT GOING AWAY.
Regards,
[redacted]

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]

[redacted]May 03, 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. 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. Sincerely,Michelle T[redacted]DHL Office of the President

January 17, 2016
Revdex.com 4428 North 12th Street Phoenix, AZ 85014RE: Complaint ID [redacted] – [redacted]
DHL appreciates being given the opportunity to research and address our customer's concerns regarding shipment number [redacted].
Our customer can contact our...

DHL Sales representative, Clement A[redacted] at [redacted] ext. 4[redacted] to further discuss her refund request with reference to shipment number [redacted].  Our records indicate that Clement A[redacted] is working on this issue for resolution for the customer.
Once again DHL appreciates the opportunity to research and address our customer’s concerns.
Sincerely,
Tara G[redacted]
DHL Office of the President

May 17, 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 am very sorry you were not able to receive any...

updates on your shipment. After the item was picked up, it was found that the courier had mis-placed the shipment in the vehicle and was located on May 15th.  Your shipment  has now been delivered to the recipient  in the United Kingdom.   We will certainly review this matter internally to prevent this type of situation in the future.   Once again please extend our sincere apologies to our customer regarding this unfortunate incident.   Sincerely,   Tara G[redacted] DHL Office of the President

DHL appreciates being given the opportunity to research and address our customer’s concerns regarding DHL waybill [redacted].
 
We have researched our customer’s concern regarding compensation for the inconvenience caused.  Unfortunately per DHL’s Terms and Conditions of Carriage, DHL...

does not reimburse for consequential losses.
 
The claim rights for this shipment belong to the shipper-account holder in China.  The shipper would need to contact their local DHL office to request any refund that may be due.
 
We have reviewed this matter internally to identify 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 any inconvenience involved.
 
 
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 gave every ounce of personal information the 'company' asked for and was ignored. I'm not going to sacrifice my first born to get a *Word Rejected* package.  
Regards,
[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

August 14, 2016   [redacted]
[redacted]
[redacted] 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,   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. Should you have any questions or comments, do not hesitate to contact me.
Sincerely,
[redacted]
DHL Office of the President

October
30, 2015RevDex.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 2954362600.Local
DHL Management was provided all the details regarding the incorrect delivery on
the part of the courier and appropriate action will be taken.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

Dear Revdex.com,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] The customer was advised what was needed in order to release the...

shipment; Customs in Peru was requesting documentation in order to release the shipment as it was medical goods. The customer has also brought this to the attention of our CEO. We have already addressed her concerns directly and consider this matter closed. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Shelby R[redacted]Executive Response and Social Customer Care

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.
Something needs to be done about the fraud on DHLs part. My signature was forged with out my permission. And I have multiple documents to prove what my signature actually looks like. No one at DHL has contacted me and every email I have sent in the past couple days appears to just be ignored. 
Regards,
[redacted]

February 26 2016 Revdex.com 4428 North 12th Street Phoenix, AZ 85014 RE: Case # [redacted]– Luyang Z[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. From my review our customer’s package was updated in our tracking systems as delivered on January 18th 2016. According to our records the DHL customer service department was not contacted about the issue well over two weeks after the (mis) delivery took place. I sincerely apologize the matter was delayed further by not obtaining updates about our customer’s package in a timely manner but unfortunately  this does not negate the fact a lost claim will need to be initiated by the bill to party in Italy. I would be more than happy to provide a letter of explanation if our customer feels this will help resolve her issue with the shipper.   Once again DHL would like to apologize for the service issues involved. Should you have any further questions regarding this matter, please do not hesitate to contact me at your convenience. Sincerely, Mark L[redacted] DHL Office of the President

May 14, 2015Revdex.com 4428 North 12th Street Phoenix, AZ 85014RE: 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. We have researched our customers concern and at this time we have determined that delivery occurred on April 29, 2015 at 1:31pm.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. We kindly ask our customer to contact the shipper for a replacement item and/or file a loss claim for the shipment.  Once again please extend our sincere apologies to our customer regarding this unfortunate incident.  Sincerely,Michelle T[redacted]DHL Office of the President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] Here is the tracking DHL tracking number that was requested: [redacted]  Thank you,
[redacted]

February 24 2016 Revdex.com 4428 North 12th Street Phoenix, AZ 85014 RE: Case # 11148207– Luyang Z[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. DHL Express has reviewed the customer’s concern and is unable to determine the delivery location of her package from January 18th. An ascertain letter is attached explaining this and how the customer may file a lost claim with the shipper. Please see the attached. Once again DHL would like to apologize for the service issues involved. Should you have any further questions regarding this matter, please do not hesitate to contact me at your convenience. Sincerely, Mark L[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. We sincerely apologize for the delivery service issues our customer recently incurred with DHL. After further research, the DHL Waybill...

number [redacted] (invoice #[redacted]), a dispute was submitted to US Customs to revise the HTS code used to clear the shipment. The revision resulted in a reduction of duty charges. Invoice [redacted] has been cleared with an internal DHL credit. The revised charges have been billed on invoice [redacted] with a revised duty charge of $167.76.The correction was completed free of charge without the processing fee of $75.00. Once again DHL would like to apologize for the service issues involved.  Sincerely,[redacted]
[redacted]DHL Office ofthe President

December 13, 2016 Revdex.com [redacted] RE: ID#: [redacted] – [redacted] Once again, DHL sincerely apologizes for the service issues our customer recently incurred regarding shipment #[redacted]. After further review, Mr. [redacted]s was initially advised on November 14, 2016 that the package had arrived in our Reno station and a research file was opened at that time.   The research agents that were in contact with both Mr. [redacted] and a person named Tracy confirmed to them on November 16, 2016 that the package never physically arrived in Reno.  Additional searches were conducted until November 22, 2016 when Mr. [redacted] was notified that all searches were negative, the package was declared lost and the file was closed.  The shipper was also notified of the loss and a claim was then opened with DHL Bulgaria. DHL conducts business in accordance with its Terms and Conditions of Carriage and these Terms and Conditions govern all of the shipments that travel through our network.  Under DHL policy the rights and responsibility for cargo claims belong to one of two parties: the shipper or the Bill To account holder.  In this case, the claim rights belong to the shipper in Bulgaria as they contracted with DHL to carry the goods. Our customer will need to contact the shipper directly and any compensation due would come from them.  Once again please extend our sincere apologies to our customer regarding this issue. Sincerely,   John G[redacted] Office of the President DHL Express

December 1, 2016   Revdex.com [redacted] RE: Complaint ID [redacted] – [redacted]   DHL appreciates being given the opportunity to research and address our customer's concerns.   According to the information provided the courier received a signature release and instructions on where to leave our customer’s package. The courier advised the package was left in front of a second set of doors at the delivery address so that it would not be exposed to the public. I am sorry that the package was not located causing an inconvenience to our customer. A lost claim will need to be initiated by the shipper / bill to party as they own the claim rights for this shipment.    Once again please accept our apologies for the issues involved.     Sincerely,   Mark L[redacted] DHL Office of the President