Hepl Please DHL

Chesnut1

I ordered some floor tiles 2 weeks ago and paid instantly. I have been chasing the company up as they said 3 days to deliver. I gave up emailing and phoned today to be informed they were back with them. Apperently DHL could not deliver as they could not find the address and I was not known at that address! They never even attempted to deliver i.e in all day and no card through door. The company will send them again by DHL at my cost!! £24.00 pounds. Firstly if they cannot find me the first time then how will they find me the second time. I have an unusual surname so if they had been to my neighbours they would have found me easily enough. Why should I be responsible for paying again when it is DHL'S fault any ideas on that folks? I do not live in the back of beyond and every other courier has found me. The tiles company is supposed to be phoning me back although I am not holding my breath all they saying well we are not paying the postage it's your fault you cannot be found??? I want to speak to DHL directly but so far they have refused me the info. I do not want a refund on the tiles as I require them and they are now discontinued. Please help.

nobblyned

The company has to redeliver to you at their expense. They agreed to deliver to you at your house and failed. DHL is their agent and you have no contract with them, the contract is between the tile vendor and DHL and it is up to them to chase for the cost from DHL. Should they refuse to redeliver, tell them you will get a chargeback from your credit card due to non-supply, and then do exactly that if they still won't redeliver. The credit card will then recoup the cost from the seller.

mezelks

I work for TNT, and our policy is to deliver not home cards three times, then to return the goods to the sender.
How many times did DHL attempt?
I know I'm biased, but we constantly we customers leavin us, then coming back as they have had bad experiences with other carriers.
Nobbly is right-you have no right to complain to DHL, but the re-del should definitely be of no extra charge to yourself

isplumm

Hi,

If we are talking about the domestic network, then DHL will have attempted to deliver twice - by leaving a card at the address. They will have then held the shipment at the sevice centre for 7 days, before returning the shipment to the shipper.

It sound like they could not find the address, which is why you never got a card. I would check three things:

1. What address does the shipper have for you & is this different to what is on the label?
2. Does the shipper have your contact details (telephone number) & did they attempt to contact you?
3. Did DHL contact the shipper and try & find out where you live before sending back? I am not sure that this is a requirement for the domestic network of DHL - but no harm in checking.

If your contact details are correct, then I would suggest DHL should pay - but if your details are incorrect then it will be an argument between you & the shipper - as they will say that they took the details you gave them!:mad:

Having worked for a number of logistic companies, they are keen to deliver shipments, beause that way they win more business & increase customer satisfation. They certainately do not want to send shipments back!

Having been out with couriers recently, it is common that they get an address that can not be found - maybe because you have a house name & no number? But I suspect that somewhere along the line the address has been transcribed incorrectly - maybe the postcode was wrong? Not sure. But I do know that service centres will use tools such as multimap to find addresses.

Hope that helps.

Mark

RHYSDAD

DHL, i can barely say it............
A terrible experience with these clowns. Would never use them again......