DHL is incompetent. I will NEVER use DHL again.
Written: Jan 03 '06 (Updated Jan 08 '06)
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Pros: There ARE caring employees in the company.
Cons: The company is overall INCOMPETENT.
The Bottom Line: DON'T CHOOSE DHL WITH WHAT'S IMPORTANT TO YOU. THEY ARE TERRIBLE AND UNRELIABLE.
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| kathers60's Full Review: DHL USA Overnight |
On December 26, here in Florida, we took our package, a notebook computer, to one of DHL's pickup locations for OVERNIGHT delivery to be delivered to the computer's manufacture for repair in California. Due to the holiday (Monday reserved for Christmas Day) our package would actually be picked up the following day, Tuesday, and delivered on Wednesday, the 28th. When I checked the tracking Tuesday night online it stated my package was picked up for 2nd Day Service and the expected arrival date in California is Thursday, the 29th. I returned to the shipper and she reimbursed me a $5.60 difference from the overnight rate to the 2nd Day rate with the plans to get her money back from DHL, claiming they misread her label. At that point I now have to wait until Thursday (an extra day) for my package to arrive at the manufacture's repair facility.
By late Thursday night according to DHL's website tracking information, my package still had not been delivered. While I was still at work my husband made a call to DHL to learn there was a "handling error" and our package would be 1 day behind in transit, and we will need to go to the shipper to receive shipping credit owed to us by DHL. By then we are very frustrated and angry, as this notebook computer is a Christmas present for our son and we are trying to get it repaired and returned to him as soon as possible.
Friday comes along, still no delivery, and again my husband calls DHL only to find out it's still in transit, and if it's not delivered Friday it will be delivered Tuesday after the holiday. I also called Friday to complain. I got a representative who would call us each day onward for an update. She also tried to contact the Ohio facility by phone while I was still on the phone, but couldn't reach them. Instead she had to send them an email about getting that package sent out if it hasn't already left their facility. She was worried it was put on a truck for ground service. Early Saturday morning before leaving for work I called DHL again to complain about the status on my package, as it was (according to them) last scanned in Ohio at their sorting facility on Thursday morning, the 29th, but does not show that latest scan on their tracking website. (The last updated scan is Wednesday, the 28th in Orlando.) This representative could not help me. The representative I spoke with on Friday returned my call with an update and spoke to my husband Saturday afternoon saying the package is expected to be delivered Tuesday, 1/3/06. I called DHL later that same evening and another representative said the package was in California at their Fremont facility. I again called DHL the following Sunday evening, but this other representative said the package is not in California, but is expected to arrive in California by Tuesday, but that is not guaranteed. I had asked her, "Where is my package???" She said, "It's in transit." In other words, she cannot tract it to answer my question. I complained to her this was overnight delivery and should have arrived on the 28th. She said it was a 2nd Day Delivery. I had asked her, "It's beyond 2 days and why hasn't it been delivered on the second day?" Her answer, "Because it's still in transit." That's her answer!!! No apology, just a "I don't give a crap attitude."
Again, Monday night I called DHL to see what another representative might say. With a more caring attitude said the last scanned record of my package was at the sorting facility in Ohio on the 29th, and it's possible it could be on a truck still in transit, or also possible it hasn't left the sorting facility in Ohio. I had also asked her if the package could be lost. She said that is also a possibility. All these "possibilities" but no concrete answers. She said we would need to file a loss claim if the package doesn't turn up by Wednesday.
It's now Tuesday early morning and again I called a representative who was very nice and caring, and we talked for about 15 minutes. She believes today, being the 5th day (not counting Sunday, and Monday that was reserved for New Years Day) since the 27th when the package was picked up for delivery is not unusual for delayed deliveries during one of their busier times of the year. She said the package could turn up in California today, although it was never outbound scanned as leaving the Ohio facility and leaving us the possiblity the package is still sitting in Ohio. Or it could have left Ohio Saturday by airplane and will not show the latest scan until this Tuesday morning California time when their station opens. All these "possibilities" but no concrete answers as to where my package is at this current hour, whether it's on a truck, or on a plane, or still sitting in the Ohio facility. I had asked her if she could explain a "handling error." She said it could be a number of things, such as the package ending up on a truck rather on an airplane. Or the package ending up on the wrong airplane to the wrong destination. Well, if these are the cases to a handling error, why would this cause only a 1 day delay in transit time? If the package ended up on the truck to California from Ohio, we are looking at approximately 4 days. If it got misrouted to the wrong airplane, it's unknown on how long it would take for the package to get correctly routed. Certainly these possible-handling errors would cause a longer delay in transit time than only 1 day. And how can they say there was a handling error if no one knows what this handling error is???
The representative who talked to my husband on the 31st said she would call back Tuesday about noon to update us if our package arrived that day. While there are good caring DHL representatives who really care about the customers, there are also representatives who really don't care and who will tell you anything to pacify you and get you off their back. It's a good thing I insured the package because I lost all my trust in this incompetent DHL Company. Hopefully my package will turn up by this Thursday, or I will be filing a loss claim by this Friday, the 6th.
UPDATE: The shipper where my package was taken to for delivery and picked up by DHL is filing a loss claim today. At this moment it's too early for my phone call to find out if my package had a recent scan or not since the 29th in Ohio.
UPDATE: About 9:00AM California time we did receive our phone call by this representative who has been keeping us updated on the problem. I was at work, but she spoke with my son and told him our package still had not been scanned as having arrived in California. However, while I was on the phone with the shipper discussing filing a loss claim soon after her phone call, the package was scanned at that time as finally having arrived in California, and successfully delivered about 3 hours later. HOORAY! I am so relieved my package is out of DHL's hands. Never again will they touch anything I own. What began as OVERNIGHT shipping at $57 (includes insurance) ended up being 7 days (including Sunday and Monday). A lot of money for a 7 day trip at only 7 pounds! My shipper is still filing a claim for not receiving the shipping service I paid for.
I do want to give my thanks to the representative who really cared about our problem and updated us every time she said she would. It's a shame DHL lacks these good caring employees and operates on too many uncaring and incompetent employees who do not strive for customer satisfaction. Their track record is proof of it. I wish I did my research first before taking the wrong route myself.
Recommended:
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Epinions.com ID:
kathers60
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Reviews written: 2
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