Complain about a product or service

DHL

Bill of Delray Beach FL (05/09/08)
I shipped a computer to Brazil. A laptop worth $1600 brand new. The computer was never delivered. DHL never told us what happened to the computer, they never paid me the insurance that I paid to cover it and there was no apology from any of the employees I spoke with at DHL. No nothing. I filled a claim with no response. I would like to invite all of you who were ripped off by DHL to join me to file a class action lawsuit against this company. We have to stop big corporations to steal from the public like this. DHL is doing all this with no punishment.

I believed I was immorally ripped off. The loss was not only $1600 plus the money we paid to ship, plus the emotional humilliation dealiing with the company. 

Leslie of Justin TX (05/07/08)
Ordered TV from Dell. DHL left a notice that they tried to deliver. I signed the back of the ticket as requested. It said they would deliver again and leave it on the front porch. I live in a small town and have a big front porch- this was not a problem. They never came back by my house.

I tried on-line chat, e-mailed complaints, e-mailed complaints to the President's Office, e-mailed complaint to Dell. My husband called the local office. They said they were just waiting for us to call them to say it was OK to deliver. Next day, I receive a call from local office. They will not deliver unless I am home to receive. I finally have told them to return the TV to Dell. I have told Dell to expect it back. Do not know what to do now. Sick, Frustrated, Angry, Disgusted. And every response from their Customer Service was completely canned. I do not think they even read my e-mails. Will never use them again. It will be a major deciding factor when I order on-line in future. If a company uses DHL, I probably will not order from them.

Lissette of Lehigh Acres FL (04/29/08)
My mother set up a box to have DHL deliver it to my address. Item never received and I am disputing and will seek legal action if not resolved. They refuse to accept the fact that they screwed up.

Package was never received and value protection was added in the event anything happened.

Irwin of San Jose CA (04/23/08)
Basically we sent a laptop from NY to CA via 2 Day service 4/15. Called DHL up then they informed us that they delivered to a different address. Here's my letter to them. DHL, Good day. I am a software developer struggling to make both ends meet in the Philippines. I have 3 kids ages 8, 4 and 1. In a month i make a measly $500 which i have to budget to meet our needs. Last month a relative of mine went to the US (California) and i saw an opportunity to get myself a tool which i can use at home so i can do extra work to augment my income for our growing family. I literally begged my another relative in NY to lend me some money and buy me a laptop in the US. Laptop prices here in our country are twice that of those in the US.

I will pay for this laptop for several months funds will come from a part of my life savings and part from my already small budget, the laptop is equivalent to almost three months worth of salary before taxes. We opted to avail the free shipping offered by my vendor so that we will not incur further cost. The laptop was handed over for delivery to FEDEX April 7, 2008 by my vendor in CA We expected the package to arrive in New York April 14, 2008. But FEDEX delivered it April 17. The laptop was to be shipped back to CA in order for it to be brought back to the Philippines hand carried.

We selected DHL 2 Day delivery in the hope would be able to deliver the item better than FEDEX did. To my dismay the DHL courier delivered it to a different address. Up to now i am still wondering if i will be able to get my hands on the said laptop. What's worse is that my relative is to go back here in the Philippines April 22-23. In this light, i am humbly requesting for assistance to be able to locate and deliver my item on time and in one piece. I have literally cried and lost sleep because of the mental and emotional anguish brought about by this incident. Worst scenario would be i will be paying for a laptop that i will not be able to use.

This could mean less food in the table for my family not to mention the additional baggage of paying for it. To DHL it may be just another case of lost package. But to me and my family it means loss of opportunity to better our lives much so make both ends meet.

Kathryn of Brooklyn NY (04/21/08)
This started normal enoughI wasnt home when DHL attempted to deliver a cabinet to my residence. So I called and re-scheduled a delivery time, and took the day off work to wait. They never arrived. I called the company again and was informed that delivery had been rescheduled for the next afternoon. I said I wouldnt be home, that I had taken the day off, and asked if there were weekend shipments. They said no, not without extra fees, and I argued that they should have to deliver it since it hadnt arrived when promised. Nothing. So I waited the weekend, and one of my roommates said shed be home in the morning, so DHL promised to have it there by noon. No such luck. I called them again and the woman transferred me to the Brooklyn ship centerwhere no one EVER picks up! This happened to me several times, and one honest representative finally said that Brooklyn is notorious, that they cant get anyone to answer the phone over there. Hello, Brooklyn is one of the largest DHL ship center sin the COUNTRY, what do you MEAN no one answers the phone? No executives or supervisors worry about this?

I received a phone call from a supervisor who apologize and swore Id have the cabinet the next day. This, of course, never happened. I called the ship-center again and the woman said that they had a record of it out for delivery and no record sincethat the package was, effectively, missing. This cabinet is 18? by 18?, its not a tiny little box or envelope that could be misplaced. I was so upset I was ready to cry, and then to make it worse, the woman put me on hold for almost twenty minutes before transferring me to Brooklyn. Every time I called back from my cell I was cut off and couldnt get through: it was like being blacklisted. They had to have had my number, because I used my roommates cell phone and got through fine, but after I got another representative and explained the problem and the missing shipment, her phone couldnt get through anymore either. I e-mailed the shipper who got a hold of a manager, but again, all theyd say was that it was in Brooklyn, and then they transferred her to the warehouse that doesnt answer as well.

The representatives were all very polite, but they lied and covered the fact that the company had lost my cabinet. I finally called and asked for a supervisor and refused my account number, because I explained that as soon as she saw what was going on shed hang up on me. This lady was very calm and assured me we could work through it,? pulled up the account, and, low and behold, the number was transferred to Brooklyn, and the cell could never get through again. Almost two weeks after the delivery, DHL arrived at 9:00 at night, and a delivery guy said oh, someone said youd been looking for this.? Apparently hed just had it on his truck for all this time, hadnt bothered to log it in, and, according to DHL, all drivers are unreachable? once their out for deliveries (like they dont have cell phones? Please!).

To top it off, this man left my cabinet OUTSIDE my apartment when I had a THREE STORY WALK-UP, which I had paid extra for. My roommate and I had to shove it up the stairs, and fortunately it was in perfect condition, but I will never give DHL my business again, and I wont buy from any company that uses them as their primary method of shipping.

Ron of Warrensburg MO (04/02/08)
This is the second time I've had a delivery from DHL. The first time, the person delivering knocked once on the door, then left before my secretary could get to the door. (I had said come in, but the deliverer paid no attention. That time he left the package out in the rain). Then there was today. The delivering person did not knock (which is not required since this is a business) or even try to open the door (which was not locked). We only knew something had been delivered when a client left and happened to see it. The delivery could have been taken or ruined. Needless to say I must accept some of the responsibility. I try to tell individuals or companies sending something by delivery NOT to use DHL. As a matter of fact, I will not knowingly order anything that will be delivered by a DHL driver. While this may not be the reputation they want, it is their reputation with me and -- I have reason to believe -- some others in this area. I would only ask one thing, should something be scheduled to be delivered to me or my business please refuse to deliver it and suggest that the sender send it via another carrier or even mail it. AND YES, I do mean this!

Svitlana of Miami FL (04/01/08)
On February 21 I shipped from USA package 2 computers and MP3 player. I shipped from Miami, Florida to Arequipa, Peru. My package was in Lima on Feb, 22. About 3 days after I contact DHL so they told me they need some paperwork from me. First my case had Marta Moreno, after she transfer to Miguel, after he transfer to Sandra. On March 17 Sandra gave me a list of paperwork what she need, it is almost 1 month after. I send to Sandra paperwork on March 20. And finally I have answer on March 31 s.\ 725, it is tax ($80), rest is storage fee, because the package was too long time in Lima and service fee? I did not ask to do my paperwork in Lima; I can do by myself in Arequipa and ship to Arequipa. Why I have to pay storage fee? It is not my fault. I want to solve the problem, but at the DHL Peru nobody care and DHL USA dont care easer. They send me from one person to other.

My time, I spend money for phone calls (1 month phone calls), for notary, translator (I dont know Spanish), storage and service fee (I did not pay yet). I did not see my package yet, I dont know if it has damage.

Elliott of Lower Lake CA (03/28/08)
DHL driver delivered a package addressed to me to the wrong place. On their tracking site it said that the package had been delivered. I called them and told them that I did not get it. They siad they would look into it. Then they said that they delivered it to the wrong address because the name was similar to mine at that address. To make a long story short I never got the package and I had to get Dell to send me another one. DHL clearly had no concern about it because someone that I never heard of signed for it and then lost it I guess.

This was a mission-critical computer component that delayed for at least two-weeks the deployment of a new server/backup system. This was very costly and very dsiruptive to an ongoing operation. DHL took no responsibility and told me so.

Kim of Portland OR (03/14/08)
I consistently cannot receive deliveries at home from DHL. They can't find where I live. I've taken time off from work to sit at home waiting for them, and then I get an email message stating I've given them the wrong address. I have to call their customer service and explain that I live in a condo, that my mailbox number is number one--nothing to do with them, all they need is the four digits of my street address. They ALWAYS say they can't find unit number 1 (it's my mailbox number, not our unit number). Driving me CRAZY! There's one site I order from frequently that gives me no shipping option other than DHL. WHY ON EARTH the driver can't pick up the phone and give me a call, I have no idea. DHL sucks

DHL violated their stated commitment to ship me my package within 2 days. I've paid for 2-day service, but I won't get my package for 5 days (they don't try again on Saturday.) They've lied to me, failed to follow up, failed to try anything extra (like calling me when they were in the neighborhood) to rectify the situation, and have wasted my time and money.

Steve of San Francisco CA (03/11/08)
First time they delivered a package to the right address, wrong street, but signature required. It is lucky I have an honest neighbor who found it unsigned for on his doorstep. Tracking said: delivered and signed for. Next they would not deliver without an apt # that the sender faxed me. DHL forgot to put # on bill for driver. Now DHL first disavowed knowledge of tracking #, then admitted they delivered it somewhere--but nowhere near me. Yet they have my correct address. My first phone call to them resulted in a big runaround with a promise to call back in less than 2 hrs. No call back. I called and go the same runaround and  promise to call back in 30 mins. Ninety minutes later I called back: Closed for the night. That's big business today--they don't care. USE UPS or even USPS. Thanks for listening

No one has gotten back to me yet, just promises....

Lorna of Oakland CA (02/26/08)
A Package containging Sensitive items was lost/stolen 2 packages were shipped at the same time. 1 had only a litterbox, arrived promptly. The other containing. Laptop & Hardrive with buisness plans, financial information, Photos, various other private media, Credit Cards, unopened mail, and other Costly personal effects was lost/stolen. the package Also contained a envelope containing $1000.00 cash

Possible identity theft, as all vital information, including social security numbers, bank account numbers, mail, and photos were lost/stolen. I believe The credit card and Cash alone, make this a federal offense. A complete buisness plan was on the harddrive.

Shafiq of Washington DC (02/04/08)
Canada Passport sent me my passport via DHL overnight service. DHL called the day it was supposed to be delivered for a clarification on the address. I provided the clarification even though the address was correct. DHL indicated that it would be delivered the next day by 10:30 am. The package never arrived. I called and told them that the package contained my passport. They said that the address clarification was not received by the station in time and it would be delivered the following day by 10:30 am. The package never came again. I called and they told me that the package was lost and was eventually found and would be delivered by 10:30am the following day. I told DHL that the package contained my passport and that I had flight the following day at 1pm. I was assured that the package would be delivered by 10:30 am. The package never arrive until 2:00 pm. I missed my flight and lost the entire ticket and my hotel deposit. I was told by Martin at the DHL station that we do not guarantee delivery, we are not Fedex

Loss of flight ticket and hotel payment since I was not able to travel out of the country without the passport.

Alfred of Liberty MO (01/29/08)
Mailed a package to my son, in Las Vegas, on 12/29/07. He lives in an apartment there and is in the military. I didn't ask for any signature or confirmation. They made three attempts, 1/5, 1/6, and 1/9 but did not leave the package at his door or in the office. I called once and sent several emails asking them to just leave the package at his door or the office or return the package to me. On 1/28/08 the package was returned to me and guess what? They left it at my front door of my apartment. I mailed the package through the Post Office on 1/29/08.

Kathy of Sheridan TX (11/25/04):
I ordered a Dell computer, to be delivered via DHL. It has been waiting since October and it is now late November. I fear they won't deliver the box and I am fed up with having to deal with them.

Kenneth of Horb, BW, Germany (7/30/04):
The University of Phoenix sent me a package via DHL express. DHL assured the university that I would get the package before Tuesday. The driver was on my street on Monday but could not find my house. I don't know why he had trouble; in the past UPS has brought many packages with no problem. DHL did not bother to let me know they couldn't find my house until the next day. They refused to send the package again until Wednesday (one day too late).

I called and explained this package was very important because it contained an assignment I had to turn in. They told me they would send it if I paid extra money, but why should I pay for DHL's mistake? The University also sent another package on the same day via normal Post; it arrived before the DHL package. DHL does not care if my package arrives or not. They only care about my money.

Miki of Honolulu HI (6/5/04):
It took DHL 14 days to deliver standard envelopes from Honolulu, Hawaii to Seoul, Korea. Once the documents arrived in Seoul, DHL called the sender in Hawaii to say that they could not find the Korean address. We suggested that they call the addressee's phone number in Seoul, but they claimed that would be against company policy. It took them two days to find the address; meanwhile the recipients waited at home all day.

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