DHL

My daughter was expecting a delivery on 12/20/DHL said the package was delivered on that day when it wasn’t we never received the itemWhen we called we received the WORST customer service everIt took days for a call backWe called numerous times and spoke to different customer service representatives each representative had a different explanation, the story was never the same This company is by far the worst shipping company that I have ever experiencedIf you plan on calling them good luck when they transfer you to another department.The hold time is beyond aggravating they take zero responsibilityIt’s basically their word against yours all they kept saying is their GPS tracked the package to our home when you ask for some form of proof or calcification that they did deliver the package to the correct address the representative stated that they could not send us that informationMy frustration is where is our proof! It is again their word against yours! No refund for loss package because THEY said it was deliveredI will never use them and Good luck to anyone that does!

From: monique garland
Date: August 17, at 12:34:PM EDT
To: [email protected]
Subject: Contact DHL Express Management (Missing Wedding Dress)
Good Afternoon,
I’m writing this email with pain in my heartI was scheduled to receive a package on Monday August 13, My delivery confirmation stated my package was delivered at 2:06pm on MondayHowever, when I arrived home my package wasn’t thereI went straight to my complex leasing office and the leasing agent told they didn’t receive a package for meThe leasing agent went through all of the package just to make sureOnce I went back home, I called DHL and told them what was going on, they of course told me the package was deliveredI told them the package wasn’t delivered to meThe agent opened a ticket and started an investigation
The agent assigned to my case is Martin and he has been pretty nice during this difficult timeMartin called me yesterday and said the delivery driver went to the wrong address and left my packageOf course I’m still very upsetMartin said they were trying to get in contact with the driver so confirm if he had the package
Moving forward, I received a call from Martin today asking if I received my packageI told him noHe said “what”?, I was told they delivered the package yesterdayI told Martin I have received anythingMartin said I’m upset about this because they didn’t tell the truth
MrHewitt this package contains my wedding dressI’m a disabled veteran who is marrying an active duty army soldierWe were planning to get married in Destin Florida and honeymoon there as wellHow could this have happened to me????? I would hate to think someone would steal my dress
From: "Shelby Rose (DHL US)"
Date: August 20, at 12:01:PM EDT
To: monique garland
Subject: RE: #/ AWB / Contact DHL Express Management (Missing Wedding Dress)
Dear MsGarland,
Once again, please accept my sincere apologies for any inconvenienceYour experience was certainly not indicative of the high service standards our customers deserve and expect
As you did provide us with signature release and the courier has the image below of the shipment outside your front door we would have to respectfully ask you to contact your shipper for reimbursement or a replacement item
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
Please let me know if you have any questions
Kind Regards,
Shelby Rose
Executive Response and Social Customer Care
DHL Express, USA
Office Hours:
M-F 6:AM to 3:PM Arizona Time
Phone: 1-800-539-Ext
www.dhl-usa.com
GOGREEN - Climate Protection With DHL
Please consider your environmental responsibility before printing this E-Mail
From: monique garland [mailto:[email protected]]
Sent: Friday, August 17, 2:PM
To: Shelby Rose (DHL US)
Subject: Re: #/ AWB / Contact DHL Express Management (Missing Wedding Dress)
I do not have my dressIt seems to me like DHL is trying to make me out to be in the wrongYesterday I was told it was delivered to the wrong addressNow today you are sending me a picture of a package in front of a doorAgain, I do not have my wedding dress
DHL is not taking responsibility for me not having my package!!!!!!!!!!!!!!
Monique
Sent from my iPhone
On Aug 17, 2018, at 5:PM, Shelby Rose (DHL US) wrote:
Dear MsGarland,
Could you please confirm that the image below is of your apartment door?
Please let me know if you have any questions
Kind Regards,
Shelby Rose
Executive Response and Social Customer Care
DHL Express, USA
Office Hours:
M-F 6:AM to 3:PM Arizona Time
Phone: 1-800-539-Ext
www.dhl-usa.com
GOGREEN - Climate Protection With DHL
Please consider your environmental responsibility before printing this E-Mail
From: monique garland [mailto:[email protected]]
Sent: Friday, August 17, 11:AM
To: Shelby Rose (DHL US)
Subject: Re: #/ AWB / Contact DHL Express Management (Missing Wedding Dress)
Hi,
YesThat’s what my mat states along with everyone who purchased the mat from WalmartI’ve lived in the same place since and many packages have been left at my doorThis is the first time I have ever had this problem
Monique
Sent from my iPhone
On Aug 17, 2018, at 1:PM, Shelby Rose (DHL US) wrote:
Dear MsGarland,
I just received an update from the station stating that the shipment was left at your front doorCould you please confirm if you have a door mat that says “Home Sweet Home”?
Please let me know if you have any questions
Kind Regards,
Shelby Rose
Executive Response and Social Customer Care
DHL Express, USA
Office Hours:
M-F 6:AM to 3:PM Arizona Time
Phone: 1-800-539-Ext
www.dhl-usa.com
This message is from DHL and may contain confidential business
informationIt is intended solely for the use of the individual
to whom it is addressedIf you are not the intended recipient
please contact the sender and delete this message and any
attachment from your systemUnauthorized publication, use,
dissemination, forwarding, printing or copying of this E-Mail and
its attachments is strictly prohibited
GOGREEN - Climate Protection With DHL
Please consider your environmental responsibility before printing this E-Mail
From: monique garland [mailto:[email protected]]
Sent: Friday, August 17, 10:AM
To: Shelby Rose (DHL US)
Subject: Re: #/ AWB / Contact DHL Express Management (Missing Wedding Dress)
Hi MsRose,
Thank you for your responseI’m truly not sure what to do at this pointI truly upset this has happened to me
Monique
Sent from my iPhone
On Aug 17, 2018, at 12:PM, Shelby Rose (DHL US) wrote:
Dear MsGarland,
On behalf of Greg Hewitt, please accept my sincere apologies and thank you for bringing this to our attentionI am very sorry that I was not able to speak to you directly regarding this matterI will review with the Management Team that oversees the McDonough area and let you know what steps we can take to help get this headed in the right direction As soon as I have further information I will let you know
Please let me know if you have any questions
Kind Regards,
Shelby Rose
Executive Response and Social Customer Care
DHL Express, USA
Office Hours:
M-F 6:AM to 3:PM Arizona Time
Phone: 1-800-539-Ext

I ordered a prescription refill from Express Scripts the end of OctoberExpress Scripts filled the order & shipped via DHL on 11/to my home address of County Road 519, Phillipsburg, NJ The package did not arrive until 11/ It 1st went to Secaucus, NJ where I was informed that it was out for deliveryDHL has a sub contract with the USPS to deliver to my location No other updates were shown until 11/where I learned it went to Lancaster, PA and then back to Kearney, NJ where it was finally given to USPS for delivery to me on 11/ In the meantime since I did not get the prescription on time, I had to have an emergency Rx locally at a cost of $to tide me over Over the last years, I never had a delivery problem when Express Scripts used USPS to deliver my medications I would consider this business below a one star rating, but since you do not have that, a star is what I give it