Uncaring, Poorest Service, THE WORST
Written: Jul 04 '00
|
Product Rating:
|
|
|
Pros: Not a One
Cons: Every aspect of the Customer Service and Operations
|
|
|
| mikebilt's Full Review: DHL USA Overnight |
I'll try to make this review coherent, but my experience with this company was so bad that thinking about it still makes my blood boil a month later.
I rushed out of the house on business trip that my mother, sister and nephew were joining me on in Disney World on Wednesday (keep track of the days here). I forget the tickets I had pre ordered and on that Monday, my partner (who was to join us later in the week as he had to work) overnighted them from his company in Maryland to Orlando. He sent them DHL Overnight and called and left me the tracking number.
The tickets were to arrive Tuesday morning. They did not. I called with the tracking number and was told they were at the hub but couldn't make it to Orlando due to weather and that they would arrive Wednesday morning. Now my family arrived and needed the tickets for Thursday Morning to go to Disney. This was a special trip for my sister, one she couldn't give to her son without my being able to provide the hotel room for 5 nights.
I called again Wednesday morning to make sure they were on the truck. The customer service person said the tickets had never actually left Baltimore on Monday due to an equipment break down and were now in Cincinnati where they again missed the plane to Orlando. This was news to me and boy did I get mad after being lied to.
OK, at this point I went ballistic. Why didn't any call the shipper and tell him his packages didn't leave Baltimore (I asked this repeatedly and checked with my partner who later found out that ALL of his packages suffered the same fate and he was not notified despite the fact that DHL's Baltimore office was aware of this problem.)
I demanded a supervisor and after her telling me there was nothing she could do, I asked her how many planes a day fly between Cincinnati and Orlando and why couldn't my package be on one of them and get to Orlando later in the day. Major stonewalling. Sure my request was way outside their operating procedure, but for crying out loud they could have done something.
At this point I was irate and demanding her credit card number to repurchase the Disney tickets that would arrive in time to make me happy. That didn't work either.
They finally called the Orlando Service Center and I spoke with John, the supervisor there. He assured me the tickets, as long as they made it to Orlando on time, would be delivered by noon. NOT GOOD ENOUGH I yelled. You're two days late, won't fly them here today and you're telling me my family is going to suffer because of your companies screw ups??!!"
I used to wait tables and have been in the service industry all my life. I have never lost my temper like this before. But I dug my heels and wouldn't get off the phone until I was happy. It took way too long for John to offer up his cell phone number so I could call him at 7 am when the sort from the plane that landed at 4 am was completed and for him to offer to send a private messenger with the package by 9 am to the hotel.
Now I was at least happy that the tickets would arrive by the time my nephew was ready for the park. And they did arrive by 8:30 am on Thursday.
But why did it take me loosing my temper with three people whose job it is to make the customer happy to get this far? NOT ONE OF THEM really wanted to make sure their company’s image was salvaged. John, who finally did what he should have offered in the first 3 minutes I spoke with him, took 20 minutes to come to this arrangement.
My partner never received a call about his other packages, not to this day.
Save yourself the hassle. Never Use DHL and request that anyone sending you packages not use them either.
Have a fabu day.
Recommended:
No
|
|
|
|
Epinions.com ID:
mikebilt
|
|
Reviews written: 46
Trusted by: 6 members
|
|
|
- Add to My Yahoo!: 
- Add to Google Homepage: 
© 1999-2009 Shopping.com, Inc.