“we received our delivery from Europe, it is an antique of Brass and Marble Clock, The parcel was delivered to me at my place of work when the driver was giving it to me his words were " it is not good packaging is it " as the box clearly was damaged in the way of ripped and dented with the bottom sagging. it is clear that the FRAGILE stickers HANDLE WITH CARE was not followed. as looking at the state it was thrown and shoved. so much so the Antique arrived Broken with the Glass of the clock face smashed the brass plinth at the bottom of the Mabel broke. the parcel did have foam protection on the key features so care was taken to secure the items. it is clear that manhandling was a cause of this whether at the airport or in Southampton ? I spoke to you tracking number on 08442480973 @ 7p per minute they then directed me to call another number being the customer services number on another 0844 number, i asked for a cheaper number and was told that was the only number. I then asked to be transferred and was told she can not do that. NOW i lodged complaint direct, although i believe it is intercepted so the CEO can not see how shocking his company is . I asked what they are going to do about the damaged antique which we have pictures of it previous condition and the condition now and also the lack of customer service in helping. We also own a company and export, and the funny thing is when i called the tracking number on Wednesday to chase the item the lady on the phone was more interested in signing up our company on a good deal with your deliveries than she was to tell us where the parcel was ! From experience DHL which i use or used to was fantastic in Germany where i use them but now i am having 2nd thoughts.
so image shows there response. and please see the box which was RE packed in the Midlands depot, prior to delivery to us in Hampshire
There initial reply >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> below
Good afternoon xxxxxxxx,
Thank you for your contact. I am so sorry to hear of the damage sustained to your shipment, this is certainly not the condition we expect any customer's shipment to be received in.
Our internal records indicate that your shipment was repacked at our East Midlands gateway however this does not necessarily indicate that the damage was caused here, I regret we will be unable to determine precisely where in transit this happened.
As DHL's shipping contract is held with your sender in Spain any claim for damage will need to be a matter of discussion between these two parties. I will ensure DHL Spain are aware of the condition your shipment was delivered in and that they reach out to your sender to begin the claims process. I would be most grateful if you can forward any photographs of the damage to me and I will forward this to DHL Spain. I would also recommend you to communicate with your sender directly as I understand your contract of shipping is held with them therefore any claim you wish to discuss will need to take place with them.
With regards to your correspondence with our Customer Services, 0844 248 0844 is the correct telephone number to reach our Customer Service team however as a gesture of goodwill I would be happy to review the cost of your telephone calls to DHL. In order for me to do so please may I ask if you can forward me a copy of your itemized telephone bill?
Once again I am so sorry you have had this experience. I look forward to hearing from you.
Kind regards,
Zxe Mxlxuxhxax-Bxoxn
Customer Care Team”
“I've had 3 deliveries with DHL Parcels recently:
1. The driver didn't turn up at the times advised and I got a message saying he'd tried to make the delivery but I wasn't home when I'd been there the whole time and nobody had called.
2. I received an email and text message advising a delivery time for the next day. No delivery arrived, no contact, no explanation, impossible to find out where it was. The delivery finally turned up with no prior notice SIX days later.
3. I received an email and text message this morning advising that my parcel would be delivered between 16.17 and 18.17 today. No delivery arrived, no contact, no explanation.
I wouldn't trust DHL Parcels to deliver an empty box, let alone anything valuable!”
“DHL needs to be taken down. DHL grossly neglects its duty to its customers and provides literally zero customer support. Not only was my parcel lost, but I did not get any compensation despite paying for insurance and was not even told that my package was lost. I had to find out my package was lost from a third party. The same WILL happen to YOU if you use this courier service. I WOULD NOT RECOMMEND DHL TO MY WORST ENEMY.”
“DHL delivery guy really nice, unfortunately DHL has sticky fingers, my package opened foam protection removed software usb, and test leads stolen. Package taped up loose and put into DHL bag. Now DHL want more fees to deliver replacements, and tried to blame vendor.”
“I am certainly not surprised to see so many bad reviews....
DHL took a booking online, took full payment of course, could not send the package and are now refusing to return the money. Its officially been 2 months of me emailing customer service to no avail.
This company is crooked save yourself the trouble and work with any other courier service in the world.”
“I shipped my item to a buyer in Belgium and I paid insurance in case of losing the item or damage. The tracking number is not working at all . I called the customer service support many times and after waiting 20-30 minutes on each call they end the call ! Finally after reaching them they were very rude to me and keep telling me it's not our problem and keep lying and saying the item is already delivered. The buyer didn't receive anything and i lost my item without any refund
Don't waste your time and money”
“I shipped my item to a buyer in Belgium and I paid insurance in case of losing the item or damage. The tracking number is not working at all . I called the customer service support many times and after waiting 20-30 minutes on each call they end the call ! Finally after reaching them they were very rude to me and keep telling me it's not our problem and keep lying and saying the item is already delivered. The buyer didn't receive anything and i lost my item without any refund
Don't waste your time and money”
“I shipped my item to a buyer in Belgium and I paid insurance in case of losing the item or damage. The tracking number is not working at all it's been 20 days and the item is not delivered. I called the customer service support many times and after waiting 20-30 minutes on each call they end the call ! Finally after reaching them they were very rude to me and keep telling me it's not our problem and keep lying and saying the item is already delivered. The buyer didn't receive anything and i lost my item without any refund
Don't waste your time and money”
“Ordered an item and paid extra for next day delivery, 2 days later the driver came and failed to deliver as he was to stupid to understand the address. I had to divert the parcel to be delivered at the local news agent to make things easier for the idiot driver but again the dumb driver did not deliver the parcel correctly and now over a week later i am still waiting for the parcel to be picked up and re-delivered to the address.
Hopefully the idiot driver does not drop it at another address. Also called up customer care to help clear this mess, but surprisingly i spoke to an idiot lady who did not care about this issue and sounded like she was alseep. NEVER USE DHL, its all run by junior school drop outs who do not know to use a knife and fork !!”
“Ordered an item and paid extra for next day delivery, 2 days later the driver came and failed to deliver as he was to stupid to understand the address. I had to divert the parcel to be delivered at the local news agent to make things easier for the idiot driver but again the dumb driver did not deliver the parcel correctly and now over a week later i am still waiting for the parcel to be picked up and re-delivered to the address.
Hopefully the idiot driver does not drop it at another address. Also called up customer care to help clear this mess, but surprisingly i spoke to an idiot lady who did not care about this issue and sounded like she was asleep. NEVER USE DHL, its all run by junior school drop outs who do not know how to use a knife and fork !!”
“Be wary of made up charges that makes you tax-liable!
DHL added an extra 500 onto the freight charges onto the declaration (something which I did not pay). The value was plucked out of thin air, and added onto the declaration. This balooned the total value of my purchase to about 700, making it liable to import duties. The amount of taxes paid is even higher than the actual value of the product”
“Had message on iphone saying will collect parcel between 11.30 - 13.34, waited in all day for nothing as never turned up. Tried to call and first you get the call may be recorded but then asked to put in tracking number and it says not recognised and ends up being cut off. So no way to call them as all automated service. Emailed and messaged on Messenger and after you put all your details in they say someone will get back to you. nearly five hours later still no reply. This is not the first time I had this problem. If these company's refuse to allow a number to actually speak to someone then they should at leasts keep you informed of any problems. Be Warned the customer service of DHL is useless.”
“Had message on iphone saying will collect parcel between 11.30 - 13.34, waited in all day for nothing as never turned up. Tried to call and first you get the call may be recorded but then asked to put in tracking number and it says not recognised and ends up being cut off. So no way to call them as all automated service. Emailed and messaged on Messenger and after you put all your details in they say someone will get back to you. nearly five hours later still no reply. This is not the first time I had this problem. If these company's refuse to allow a number to actually speak to someone then they should at leasts keep you informed of any problems. Be Warned the customer service of DHL is useless.”
“A pigeon is more reliable and honours it’s customer more than this company. First they lose the parcel then they under man their customer service hot line so they do not have to deal with the issue”
“Parcel didn’t turn up on specified day. Spent an hour waiting to speak to someone on the phone. Told it would be delivered next working day. This did not happen. Emailed them twice with no response. Still waiting my delivery!”
“I booked next day delivery however a week later the parcel hasn’t arrived. Keep contacting the company. Lie after lie. Wasted few days sitting at home and nothing.
Rubbish I got call from 0141 643 3150 at 12:47 and she told me that 100% will be delivered today between 20:00 and 20:30 now we are almost 21:00 and no one come . I call to she number a over he told me no will not be delivered today that parts I fit my car as I work delivery driver and I’m not able to work because my car broke down and waiting for the part which I should have it from one week ago so one week losing work and they don’t care keep lying and lie after lie losing work because oh this DH Rubbish. Attention DHL parcel they are completely different company from DHL express they are not the same avoid this DH Rubbish as they are time wasters”
“Freaking expensive to clear a package in customs. They charge you 500 CZK (around 20 EUR) for basically printing out a form and hand it over to a customs officer. You can do it yourself but they happen to have their warehouse so far away that you have to clear it outside the city. If you are in Europe, avoid at all cost and use the national post of your country.”
“Small parcel from Germany to Glasgow. DHL managed to misread the postcode, the house number and delivered it to the wrong address. They were very slow at communicating and I had to retrieve the parcel myself!
It seems the DHL driver had been told about the mismatch of name/ address by the chap in the (wrong) flat but left it there anyway. No words!!!
Still waiting for an explanation/ apology from DHL.....Arrrgh.”
“Terrible service package was suppose to be delivered by May 15. Sat in St Louis for five days and didn’t move. Finally delivered on May 19. Tried to chat with DHL to understand delay all I got was same response for every question got to chat with a robot. Kept saying to contact seller. The seller has nothing to do with the crappy service DHL provides. I would like to know why it sat there for so long with out movement.”
