DHL Express

October 26,

2015RevDex.com 4428 North

12th Street Phoenix, AZ

85014

[redacted] DHL sincerely

apologizes for the delivery service issues our customer experienced. The matter

has been thoroughly reviewed based on the feedback provided by the customer and

appropriate action has been taken to prevent such occurrences in the future.With regard

to compensation, the DHL Terms and Conditions of Carriage govern all 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.  The shipping costs for this package were paid

to DHL by the shipper using the shipper’s account in Hong Kong.  Our customer would need to contact their shipper

to request a refund of the shipping costs, as the shipper is the one who

contracted with DHL to carry the goods.  Once again DHL

would like to apologize for the service issues involved.Sincerely,

[redacted]DHL Executive Response and

Customer Care

DHL appreciates being given the opportunity to research and address our customer's concerns. We have reviewed this shipment, Awb# [redacted]. The Customs duty and taxes were assessed in the amount of $62.30.  US customs does not allow the entry paperwork to be...

modified and resubmitted in cases where damage has occurred.We sincerely apologize for the delivery service issues our customer recently incurred with DHL and we have waived the $62.30 as a goodwill gesture.  Our customer can disregard the duty and tax invoice that was received for this shipment.Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely,[redacted]DHL Office of the President

DHL has completed a follow up investigation and have reviewed this matter internally to prevent these types of situations in the future. We always seek areas of opportunity to improve our customers experience.Our contractual obligation is with the bill to party, in this case [redacted]. Since the shipment was tendered and paid for at this location, any request for a  refund would need to be filed with them directly.            Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely,[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

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

DHL appreciates being given the opportunity to research and address our customer's concerns. We appreciate the feedback and have brought this to the attention of our Billing Management Team for review.  We have submitted a dispute under case number [redacted] to...

have the cost reduced by $600.00.  We spoke with our customer and advised of our actions. The account cannot be closed until payment has been made for the outstanding invoices.  It is my understanding that our customer has agreed to make payment after the case is resolved.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] 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

March 28, 2014 Revdex.com [redacted]

[redacted]RE: Complaint ID [redacted] – [redacted]DHL appreciates being given the opportunity to research and address our customer's concerns.  DHL has researched this...

matter.  We appreciate your 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 based off of your points below. Our records indicate the shipment was delivered on March 20 at 3:55pm. 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

March 16, 2016

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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 delivery service issues our customer recently incurred with DHL.
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], for any refund or replacement.
Unfortunately, DHL is unable to locate a copy of the notice.
Once again please extend our sincere apologies to our customer regarding this unfortunate incident.
Sincerely,
Tara G[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

October 29, 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. I have confirmed that the $11.00 is a DHL fee that is charged because DHL will pay the custom duty/tax fees upfront.  We will collect this fee later from the customer, which is why this charge is on the duty/tax bill the customer received. Once again DHL appreciates the opportunity to research and address our customer’s concerns. Sincerely,[redacted]DHL Office of the President

DHL appreciates being given the opportunity to research and address our customer's concerns regarding shipment number [redacted].Our records indicate that the shipment was placed on hold by [redacted] for a formal entry. This government agency did...

request additional information before the entry could be completed. Our customer was unable to provide all of the information requested within the allowed time frame of 10 days after arrival in the US.The deadline was reached and customs ordered the shipment to be returned to origin. The return tracking number [redacted] was returned to the sender on April 6th 2015 and was signed for by Mr. [redacted]. Our customer would need to contact the sender directly to request any refund that may be due since the sender holds the claim rights with DHL.Once again DHL appreciates the opportunity to research and address our customer’s concerns. Sincerely,[redacted]DHL Office of the President

Due to a work stoppage by DHL pilots in Cincinnati, my package has been stuck with them for 5 days. And there are no guarantees about when it would be delivered. I am being penalized for a situation DHL failed to manage.

RE: Complaint ID [redacted] – [redacted]

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

 

Please advise our customer that since the shipment was tendered and paid for at The [redacted] Store in [redacted], the request for a refund...

would need to be filed with The [redacted] Store directly.

 

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,

 

DHL Office of the President

July 7, 2016

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Revdex.com 4428 North 12th Street Phoenix, AZ 85014 RE: Case # [redacted] – [redacted]
 
Please let me start by thanking you for taking the time to share your experience with us. 
 
Upon investigation of Ms. [redacted]’s concerns it appears this shipment was billed to a 3rd party, InXpress, who has been contracted by Kawa Capital Management to ship their packages. The InXpress Support Office can be contacted at ###-###-####, for any assistance needed. We would like to suggest that Ms. [redacted] contact InXpress directly regarding compensation.
 
Please accept our sincere apologies for any inconvenience caused.  Every matter of this nature is taken very seriously and investigated thoroughly to ensure our customer’s receive a fair and reasonable outcome.
Sincerely,
 
Tara G[redacted]
DHL Office of the President

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

Please note that DHL conducts business in accordance with its Terms and Conditions of Carriage. These Terms and Conditions govern the shipment that is the subject of the request.  These Terms and Conditions are found on the DHL airway bill documentation and/or at the following link:

DHL has reviewed this request again and concluded the following:

In regards to Airway Bill # [redacted]:  The request is for consequential damages and therefore it is excluded per the DHL Terms and Conditions. 

Based on the foregoing the request for compensation is denied.

The shipment is currently held by customs in India and is outside of DHL’s control. 

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

February 25, 2016   Revdex.com 4428 North 12th Street 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 10 digit tracking number   Upon receipt of more information, DHL can proceed accordingly with this complaint.  Please be advised if your tracking numbers are longer than 10 digits, there may be a possibility it was sent with another business unit of DHL. If this is the case, please provide the full tracking number so that we may address these issues to them directly.   Once again please extend our sincere apologies to our customer regarding this unfortunate incident.   Sincerely,   Daniela D. [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. 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. We sincerely apologize for the delivery service issues our customer recently incurred with DHL.

Our...

records indicate that the claim for shipment number[redacted] & [redacted] was completed and a settlement was paid in compliance with our terms and conditions as follows: 

DHL Shipment # [redacted] = The shipment was insured for 6700 Mexican Peso this breaks down to around $517.00 USD. The amount of $517.00 was refunded on this shipment. DHL Shipment # [redacted] = The requested amount of $40.00 USD on the provided claim form was refunded on this shipment.

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,

[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