cursor vs. DHL - FIGHT!

[cursor]

So DHL has screwed me. They say they are the new alternative to UPS and FedEx, but I think the test is showing that their customer service is even worse than either of them. I'm posting this here to share my experience and caution others about DHL's customer service practices.

backstory:
I paid frickin' $63 to overnight some documents to Peru. They arrived 2 days late. I inquired by phone and my email. I'll let the email correspondence speak for itself:

QUESTIONS/COMMENTS
================================
I requested a credit based on late delivery of this item. I was promised 1 day to Peru, not 3. Your CSR told me I would hear from a rep within 2 business days on Friday. I have heard nothing. Please advise of the status.

That was sent Tuesday, January 04, 2005 at 07:50 PM.

The response came on Monday, January 10, 2005 at 10:39 AM.
Dear John,

Thank you for contacting DHL.

Please accept my sincere apology for the delay of your shipment.

I apologize, these type of request usually take 10-30 business days to process and once a resolution is decided you will receive mail correspondence. Your request has been filed with our Service Department under reference number [removed]; please retain this number for your records. Again, our Service Department will review all necessary information, and if more details are needed, will contact you in writing within 10-30 business days of this request.

We appreciate the opportunity to serve you.

Ejama
DHL Customer Service

I just sent this:
Dear DHL Customer Service,

I still have heard nothing regarding my refund for this shipment (see details below). This is simply unacceptable. I paid more than $63 and was told that my documents would be overnighted to Peru. It was delivered late causing delay and extra expense for the party who received the documents.

Your company has done nothing but delay and stonewall my repeated requests that you honor your guarantee. This is poor business practice. 30 business days is a ridiculous amount of time for a customer to wait for resolution of a matter. However, I have waited well over 30 business days for your resolution. And so far no action taken on DHL's part. If this matter is not resolved to my satisfaction by the close of business on Friday, March 4 I will make complaint to the FTC, Better Business Bureau and other relevant agencies.

I await your reply.

[slaya]

Damn, DHL is *EDIT*...

[Quailane]

Sue them and say that the documents were to prove someone's innocence before they were to be executed, but the documents arrived just after the execution. If this happened, it would be a big blow to their business. I hope those documents you sent were not too important for your neck to on the line. If anything bad to you came of this, they would be held responsible.

[Mr.Guvernment]

DHL screwed me for $50 "customs" fee's because they dragged their butt's on getting some water cooling items cleared - 2 days after it arrived in customs i sent them ALL the paper work they needed - it took them 1 month and a half to get it out - so i got nailed with a $50 charge for it being in customs one month,

Their custmer service IS crap, useless and has NO clue - u get nothing but the run around.

I got our work customs agent to look into the matter and he said Customs did not receive the papers - i gave DHL until just after 1 month later.....

thanks DHL - i will never use or recommend you EVER!

[cursor]

Sue them and say that the documents were to prove someone's innocence before they were to be executed, but the documents arrived just after the execution. If this happened, it would be a big blow to their business. I hope those documents you sent were not too important for your neck to on the line. If anything bad to you came of this, they would be held responsible.

I stick with the truth. It's bad enough that they delayed someone recieving immigration documents (I work with student visas in my professional capacity). Not the death penalty. If this is the way that they run business, then I don't think I need worry about dealing their business a big blow. They're doing just fine all by themselves! ;)

I did get a response today:

Dear John,

Thank you for contacting DHL.

I have forwarded your inquiry regarding status on reference number [removed] to the Cargo Claims/Service Department. A representative from that department will be in contact with you within two business days.
Please be advised that your message has been forwarded to the proper department under reference number [removed].

We appreciate the opportunity to serve you.

Ejama
DHL Customer Service

I'm interested in what their response will be within the next 2 business days. Something tells me that I'm going to be writing another firm email to them on Thursday night.

[NinjaWreck]

I ordered vonage, and they used DHL to ship my package. It was scheduled to arrive 2/28/05. It's now 3/1/05, and no package. Wait until the BBB hears about this.

[LutaWicasa]

I ordered a replacement brick from Dell (one of those that were recalled). Dell shot it out quickly...via DHL. Well, first Dell had the wrong addy. DHL contacted me via phone and we straightened that quickly. 2 days later, delivery attempt was made. I contacted DHL to let them know that I live alone and am rarely home before 5:00 pm CDT. I was told that delivery would be arranged and I'd be informed when delivery would be in the next couple days. A week later and nothing. I try calling DHL again.....no answer on the phone. Not even a voicemail, just rings and rings. This went on an additional couple weeks. Finally got someone on the phone at night. They'd let me know in a couple days when delivery would be made......nothing. Tried calling yet again.......ring, ring. Finally reached someone at night again. Decided to hell with it and arranged a "will-call".

All in all.....took over 2 months to finally get that brick. I will never use DHL........I won't deal with any E-tailer that uses them for shipping either.

[Mr.Guvernment]

looking on my way home ther was this huge DHL warehouse across a river - it's gone and emtpy now!! ! muahahahahahahhaa

[Quailane]

Maybe I should have said this earlier, but I ordered a couple of things from Fry's Outpost at their website, since the nearest one is thousands of miles away. They shipped with DHL and each time they came very, very quickly. However, I can't have any complaints about any shipper because even though I have had probably a hundred packages from UPS, USPS, FEDEX, and DHL and all have arrived either on schedule or the day before, most taking either 2 or 3 days from day of shipment to day of receiving it.

[HaTE]

I ordered a replacement brick from Dell (one of those that were recalled). Dell shot it out quickly...via DHL. Well, first Dell had the wrong addy. DHL contacted me via phone and we straightened that quickly. 2 days later, delivery attempt was made. I contacted DHL to let them know that I live alone and am rarely home before 5:00 pm CDT. I was told that delivery would be arranged and I'd be informed when delivery would be in the next couple days. A week later and nothing. I try calling DHL again.....no answer on the phone. Not even a voicemail, just rings and rings. This went on an additional couple weeks. Finally got someone on the phone at night. They'd let me know in a couple days when delivery would be made......nothing. Tried calling yet again.......ring, ring. Finally reached someone at night again. Decided to hell with it and arranged a "will-call".

All in all.....took over 2 months to finally get that brick. I will never use DHL........I won't deal with any E-tailer that uses them for shipping either.


they didn't leave the package at your door? they left my $680 2001FP monitor i orderd from dell at my door :mad:

[Mr.Guvernment]

^^^^ lol - UPS recently left a $1900 bank draft on the door step of a player of ours who had cashed out, even thought it clearlt said on it "requires adult signature"

i guess all delivery places have their bad side/.

[Ebola]

FTC is a bunch of p1ssed off federal workers who for the most part don't give a damn about anyone. The company I currently work for does contracts with them. As for postal carriers, you take your chances with any of them. UPS delived a package I ordered to someone elses address and they basically told me tough luck.

[Super Nade]

Clearly, nobody is better than good ol' USPS when it comes to service. They have yet to fail me. :thup:

[retiredat44]

Ordered Windows XP from Globe2000, a vendor on www.pricegrabber.com 02-25-05. I paid EXTRA for priority shipping. No delivery by 03-02-05. E-Mail seller asking where's my software. Seller say will send tomorrow. I say get it here friday or send money my back , I paid by Visa. He says will send 2nd day air DHL Shipping. I say ok. 03-04-05 Tracking says is at DHL location, 3 miles from my house. I call and they tell me I cannot pick it up, I must wait till monday 03-07-05 for delivery. Never ever use this seller, ever again! negative is too nice ! DHL blows huge chunks! I had to go through hell just calling DHL, they have no local phone number, you must go through an 800 number and they do all the talking, they refuse to give out phone numbers and al your messages are passed on. You cannot pick up packages, as I was even told they lock up all the packages ina cage and you cannot pick the package up and must wait till delivery. FARCE!
:bang head
Steven,
San Diego

[wandl]

i work for Enterprise Rent-a-car, we sent 2 massive BRIGHT RED boxes on wheels (almost like a tool box but a promotional tool for the company) about 6 feet high back to our corporate office in St Louis, MO.....this was 2 weeks ago...they lost one of them..lol how do you lose something that big? AND not have a way to track where it is...so if someone out there has a box of cardboard Enterprise-bikini-clad women lemme know..hehe..

[SunRedRX7]

how do you lose something that big? AND not have a way to track where it is

I know what ya mean, we sent out 2 sample buns of foam to Asia at work. These buns are each about the size of a Queen size bed mattress, THEY LOST THEM!!! When we had to reship a couple days later the same material, they lost those 2 for a week before finally finding them and shipping them to Asia! This was a rush rush shipments that our customer was expecting in a couple days to evaluate. Even if they lost the paperwork we had our company's name, phone number, the place we were shipping them to, there phone number, all written in big letters on the packaging, on 3 sides of it!

I think someone must have made a bed out of the 1st shipment since there sleeping all day and aren't delivering packages.