DHL Express

On Tue, Mar 25, 2014 at 3:49 PM, [redacted] <[redacted]> wrote:3/22/14To: Revdex.com[redacted]Re:  Complaint ID#[redacted]Lasher Pool Service[redacted]...

 **  [redacted]CC: [redacted]CC: [redacted]It is unfortunate that the customer felt they needed to make a formal complaint with the Revdex.com since rights to service were released as requested.I paid a substantial amount  to service this account  approximately 10-11 months worth of full service was the price (bought it from [redacted]) and therefore have done everything I can to retain the customer in hopes of keeping them as a long time client.  The seller of a pool service route signs a non compete agreement to help keep the value of the purchase in tact. Service WAS released per the customers request.However, please note:  Purchase date listed on complaint 6/1/13.  I bought it 8/15/13 and the problem listed says 7/1/13.   The first call received was about the backwash pipe which I had my assistant there with me and we do not believe it was left open.  In the interest of keeping the client , the first month free was offered for September $90 value.To reply to the comments on bad advice, no advice or questions had ever been asked therefore, none had ever been given.  No repairs or major maintenance was ever required.  The client never notified me that they were dissatisfied with the service in the 7 months that I did the pool.  I did not  act vindictively nor given  any bad advice.   The client randomly called on a Sunday (service is on Thursday), and cancelled.  If they were unhappy all that time, why no phone call or email within the 7 months?  The service included cleaning and chemicals which was provided every service day without absence.Sincerely,[redacted]

RE: Case # [redacted] - [redacted]Once again DHL appreciates being given the opportunity to research and address our customer's concerns. We sincerely apologize for the service issues involved with this account (#[redacted]).  The dispute on the account is still pending,...

however is being actively worked by the DHL Billing Team. Billing Management is also assisting regarding this dispute. Once all details are reviewed, the Billing Team will reach out to the customer regarding the resolution.DHL in good faith is attempting to resolve this situation for our customer within our standard procedures. At this time we consider the matter settled with the Revdex.com. Sincerely, [redacted]DHL Office of President

December 9, 2016  Revdex.com [redacted]

RE: ID#: [redacted] – [redacted]

Arial, sans-serif;">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. Our records indicate that the package never arrived in the local DHL delivery facility in Reno on October 24, 2016.  The scan visible on the website is for the shipping container in which the package was supposed to be loaded prior to departing our main hub in Cincinnati.  Unfortunately, all efforts to locate the package have been exhausted and it must be declared lost.  The customer will need to reach out to their shipper regarding any refund or replacement. Once again please extend our sincere apologies to our customer regarding this issue. Sincerely, John G[redacted] Office of the President DHL Express

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 the account holder. Our records indicate the claim rights of this shipment belong to [redacted]. 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.

We are currently researching the claim details with [redacted].  Once all details are reviewed, we will reach out to the customer regarding the resolution.

DHL in good faith is attempting to resolve this situation for our customer within our standard procedures.  At this time we consider the matter settled with the Revdex.com.

Once again DHL would like to apologize for the service issues involved.

Sincerely,

[redacted]

DHL Office of the President

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

DHL appreciates being given the opportunity to research and address our customer's concerns.   We sincerely apologize for the service issues involved with this shipment (#[redacted]).

The shipper has been notified of this matter and holds the claim rights for this shipment.

DHL in good faith is attempting to resolve this situation for our customer within our standard procedures.  At this time we consider the matter settled with the Revdex.com.  We urge our customer to contact the shipper directly for further information regarding this matter.

I apologize for any difficulties which our customer may have experienced.  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

The dispute on the account is still pending, however is being actively worked by the DHL Billing Team. Billing Management is also assisting regarding this dispute. The Billing Team is currently working directly with the customer regarding the resolution.DHL in good faith is attempting to resolve this situation for our customer within our standard procedures. At this time we consider the matter settled with the Revdex.com. Sincerely,[redacted]DHL Office of President

DHL appreciates being given the opportunity to research and address our customer's concerns.   We sincerely apologize for the service issues involved with this shipment (#[redacted]).

The shipper holds the claim rights for this shipment and DHL Hong Kong has...

been contacted to review this case with the shipper in order to research if a goodwill gesture can be offered to return the shipment free of charge. 

DHL in good faith is attempting to resolve this situation for our customer within our standard procedures.  At this time we consider the matter settled with the Revdex.com.  We urge our customer to contact the shipper directly for further information regarding this matter.

I apologize for any difficulties which our customer may have experienced.  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 29th, 2016   Revdex.com 1010 E Missouri Ave Phoenix, AZ 85014  Complaint ID # [redacted] – [redacted] DHL appreciates being given the opportunity to research and address our customer's concerns.   Per my review the customer’s package is transiting through our eCommerce network with a scheduled delivery date of November 1st. Below is the contact information to our eCommerce customer service department who can best answer any questions regarding the status of the package:
  Phone: 8[redacted] Website: [redacted]   Thank you for allowing DHL Express the opportunity to assist our customer regarding her eCommerce package.   Sincerely,   Mark L[redacted] DHL Office of the President

What Mr G[redacted] attempts to describe about DHL's tracking website is simply not true. As evidenced by the tracking log and locations, a "container" was not scanned at the multiple locations between Solfia Bulgaria and Reno NV, USA. Additionally, while trying to locate my item four DHL employees confirmed the individual package did in fact arrive and was scanned in Reno.
I will continue my complaint and investigation. I respectfully request Mr G[redacted] actual contact information as "office of the president" is as vague as the excuse he gave for their loss of my item.
Thank you

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

I effectively paid for shipping on this item because it was billed back to me by the seller.  The business, much like their previous interaction, is trying to use semantics to cast blame and responsibility on others when they have full ability to attempt to at least rectify the situation as much as able after the fact.  They now want me to contact the seller, who has no details about the problems with the shipment, to file a claim through their UK branch, who did not have any part in the delivery process.  Why will won't the company directly involved actual deal with the issue at hand?
I want to thank the Revdex.com for their assistance in this matter.  Regards,

December 9th, 2016   Revdex.com 1010 E Missouri Ave 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 Express 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, Jennifer B[redacted] DHL Office of the President

December 15th, 2016
Revdex.com 1010 E Missouri Ave Phoenix, AZ 85014  Complaint ID # [redacted] – Jinghan Zhang 
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 6302330646.
Your experience was certainly not indicative of the high service standards our customers deserve and expect. 
Our records indicate that your shipment was delivered on December 13th, 2016.
We will be addressing your concerns with the customer service agents that you interacted with and proper action will be taken.
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 please extend our sincere apologies to our customer regarding this unfortunate incident.
Sincerely,
Jennifer B[redacted]
DHL Office of the President

January 8, 2016

 

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M[redacted]

 

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.

 

We have researched our customer’s concern and please know that DHL has conducted a follow up investigation.  After extensive searches of our Service Centers, including warehouses, docks, vehicles and lost and found facilities, we have not been able to locate our customer’s shipment.  Unfortunately, the shipment has been declared lost. 

 

We urge our customer file a loss claim for the shipment.  A loss claim form can be accessed from our website www.dhl-usa.com or by calling our customer service center at [redacted]

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,

 

Tara G[redacted]

DHL [redacted]

November 23,

2015RevDex.com 4428 North 12th Street Phoenix, AZ 85014Complaint ID 1[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

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. We sincerely apologize for the delivery service issues our customer incurred with DHL. We have researched our customer’s concerns regarding the delayed delivery and...

the request for a refund for the inconvenience caused. Local DHL Management was provided all the details regarding the delivery issue and has researched with the driver.  The shipping costs of this shipment were paid for by the shipper, and billed to the shipper’s account in China. Our customer would need to contact their shipper and request a refund of the shipping costs, as they hold the rights to the shipment. Unfortunately, per DHL’s Terms and Conditions of Carriage, DHL does not reimburse for consequential losses.Once again DHL would like to apologize for the service issues involved.Sincerely,[redacted]DHL ExecutiveResponse and Customer Care

Here is the information DHL wanted
DHL eCommerce #: [redacted]
Customer Confirmation: [redacted]
Delivery by [redacted]
DHL says it is Maryland, but [redacted] says it is in St. Louis awaiting item.  I had a similar issue with UPS Mail Innovations recently where they said our package was at our local post office waiting for us to pick it up.  Then when you look at the tracking information for [redacted] it says they never received it.  It ended up being that [redacted] was telling the truth and they never did receive it.  I had the company that I got the package from resend it again without using USP Mail Innovations.  This is basically the same thing happening again only this time it is with DHL and [redacted].  If [redacted] says that it is waiting for DHL to give it to them since October 27, 2016 4:51AM Central then I believe [redacted] and that tells me that the post office system does not have it which tells me it is los.
What is DHL going to do to find it.

DHL appreciates being given the opportunity to research and address our customer's concerns.

 

DHL has reviewed this matter with the local billing management team and has taken appropriate action to prevent this from happening in the future.   We filed dispute # [redacted] to...

have the charges credited and also notified [redacted] to cease all collections with our customer.

 

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