DHL Express

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.   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,   Mark L[redacted] DHL Office of the President

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,

March 17, 2016   Revdex.com 4428 North 12th Street Phoenix, AZ 85014 RE: Complaint ID [redacted] – [redacted] Once again please extend our sincere apologies to our customer regarding this unfortunate incident. The customer’s experience was certainly not indicative of the high service standards our customers deserve and expect.    We have requested for a customer service supervisor to follow up with Ms. Maravilla directly, along with the station management to discuss delivery options.   Under DHL policy the rights and responsibility for cargo claims belong to one of two parties: the shipper, or - if the shipment is billed to an Import Express account - the account holder.    Unfortunately, our records indicate the claim rights of this shipment belong to the shipper in Turkey, if the customer would like to proceed with a claim, they would need to contact their shipper for any type of reimbursement.   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.   Sincerely,   Daniela D. M[redacted] DHL Office of the President

DHL appreciates being given the opportunity to research and address our customer's concerns. This experience was certainly not indicative of the high service standards our customers deserve and expect.   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 customer’s experience.Since the shipment was tendered and paid for at a third party retail store, [redacted], 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

Thank you Mr. Mark L[redacted].While I appreciate your response, it has already been 15 days since the incident, and I still have not received an update or a resolution from DHL.Until a proper resolution is offered - either the missing package is found and delivered or the cost of the product refunded, I do not accept the response to resolve the complaint.

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's claim policy, the rights and responsibility for cargo claims belong to one of two parties: the shipper, or, in certain cases, the bill-to party or DHL account holder. Normally it is up to this party to file any claim with their local DHL office.With this in mind, we must respectfully direct our customer to either the shipper or the party from whom you made shipping arrangements for any compensation you may be due. If, after you contact them, the party who owns the claim rights wishes to transfer the claim to our customer, please have that party sign a document on letterhead or provide other documentation of their request and forward it to our claims department. Please ensure it includes their contact information.If the release is received we will then reopen the claim for further evaluation, subject always to the Terms and Conditions of Carriage as noted on the back of our air waybill.  Without this release from the owner of the claim rights, we do have to deny the claim at this time.Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely,[redacted]DHL Office of the President

DHL has a reputation of shipping 1.550.950 million packages a year. On 11/28/16 I arrange for my package to be ship with the DHL shipping company. The Item I arrange to ship; was a Cellphone that cost me $155. Dollars. In addition to that, the shipping cost was $160. more then the cost of the phone. Since this was a gift for my wife; I decided to ship it anyway.

The next day DHL representatives contact me to advice me that there will be a cost of $250. at the custom boarder in Colombia to deliver the package,… I was outrage! I told them to discontinue the shipping and to send it back! But the representative could not find some how to send a message to the processing center here the US, before it when over sea. So by the third day it was already in Colombia with the condition that if the package is to be return it must be paid for the custom board fee. At this point DHL told me that they were sorry about the inconvenience and that they couldn’t do anything unless I paid.

To all this, DHL should have the courtesy of refunding the cost of the item or the value and shipping cost for there lack of information to the customer. After so many years of experience; DHL handling packages over sea, should have some kind App that will intercept any package going to any country out of the US that will advice the customer of other handling fee and a website information to avoid this type of customer lost. Not for the customer to expect there lost with an apology. The DHL package handing must be change immediately! This kind of action should not be tolerated! And more when is come to the consumers hard working money that they depend on a world wide shipping like DHL to handle packages to be deliver to there love one, and have a disappointing ending.

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:

 

·         Proof of value or receipt for the damaged iPad 32GB.

 

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,

 

DHL Office of the President

October 20, 2016   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.   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

they are [redacted], and as I said I have home cameras and no pachage was dropped off

January 18, 2016

 

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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

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.At this time they have not provided me with any proposed action, I was told that they would need too look internally to review my case and see if the charges could be waived. I am still waiting to hear back.

Regards,

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

RE: Complaint ID#: [redacted] – [redacted]DHL appreciates being given the opportunity to research and address our customer's concerns. We value the feedback and have brought this to the attention of our Billing 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 Clearing & Collection office has been in contact with our customer and is making payment arrangements to settle the duty and taxes.  It is my understanding that our customer has agreed to make the payment by bank transfer.Please extend our sincere apologies to our customer for the inconvenience with the service issues involvedSincerely,[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 customers concern and at this time we have determined...

that delivery occurred on April 20, 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.  We have alerted DHL Hong Kong with the details surrounding this situation and have asked that they contact the shipper to explain the details regarding this matter. Once again please extend our sincere apologies to our customer regarding this unfortunate incident. Sincerely,[redacted]DHL Office of the President

This is the absolute worse company in the world. Package was sent from Ireland to USA. Guaranteed to arrive on a specific day. I called and confirmed. The packaged needed to be signed for so I took the day off work. They confirmed. Packaged didnt make it. No tracking available the next day. Called. They couldnt tell me if the package would arrive, if the package even made it to the sort center from customs, or what time the plane would even leave. I'm on the east coast. The service center said it had NO phone number to the team who investigates the problems all they could do is email them. They couldnt even respond to me until noon pacific time the earliest, so I had to miss another day of work JUST WAITING TO HERE IF MY PACKAGE WOULD EVEN COME.

The company is requesting my waybill tracking number which is [redacted]. Also I wanted to advise that I spoke with [redacted] and he was able to tell me what was inside of my package. I would like to know how does anyone know what is inside of packages. Was it written on the package? and with so many deliveries coming through DHL how would he know what was in a particular package? Please advise. The company whom I made the purchase was advised that the package was delivered to my sister's house..It was NOT! and I would appreciate if the lies stop now! DHL left a response but no number to contact her..([redacted]).

Regards,

In attempting to get a present for my wife in time for her birthday, DHL not only refused to deliver to the correct address but went to the wrong one two more times. never use them. There customer servvice is a lie and team laders will lie about helping.

March 22, 2014 Revdex.com [redacted]

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

June 6, 2016    

font-family: Arial, sans-serif;">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 was provided all the details regarding the delivery issue and subsequent interaction with station personnel.  Additionally, the Customer Service management team has been engaged to review this as well and I can assure you that appropriate action will be taken to prevent these issues in the future.   Under the DHL Terms and Conditions of Carriage, 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 for by the shipper, and billed to the shipper’s account in the United Kingdom.  Our customer would need to contact their shipper and request a refund of the shipping costs as they hold the rights to the shipment.    Once again DHL would like to apologize for the service issues involved.    Sincerely,
John G[redacted] DHL Office of the President