DHL have made me so mad!!

Smiley

I am shaking with anger!!

below is a copy of a letter i will be sending to DHL any reccomendations would be greatly appreciated!




I am writing a letter of complaint regarding the bad service I have received from DHL.

I ordered a gift on 8 Sept 2006, and was informed that it would be delivered within 5 working days. When I hadn’t received anything by Thursday 21st September I started to question if there was a problem. I decided to have a look online to see what had happened to the gift. I was shocked to see that it was meant to be delivered on 13th Sept and that a card was left. I did not receive a card and so I called DHL customer service for clarification. I spoke to a gentleman who informed that a driver did try and deliver my package but for some reason there was no house number on my package so the driver did not know which house to deliver it to. I accepted this as it seemed like a genuine mistake. I was informed that the parcel would be delivered on Friday 22nd Sept. So I informed a family member to stay in to wait for the package. Only to find it was not delivered that my family member had wasted their day waiting in. I called the customer service again on Sat 23rd Sept and was informed that as my package was at Vauxhall. Moreover, Vauxhall had a 2 day turnover and therefore I was mis-informed my parcel was never going to come on Friday and it would be delivered on Monday. I was unhappy that the customer service rep did not know or check that the delivery would be made on Monday. The customer service rep was very helpful and tried to call Vauxhall to confirm what day the parcel would come.

Now according to your system a driver did try and deliver the package on Friday, however, no-one came and no card was left at my home.

However, I made arrangements for someone to be able to collect the parcel for Monday 25th Sept, after being re-assured it would be delivered. Again no parcel. Now the reason I ordered the gift was for someone’s birthday which has since passed and I have not been able to receive the gift to pass on.

I decided to check again online today and was shocked to see that a delivery was made today and a card left. However, unfortunately no-one was there to pick it up. I decided to call the customer service line, only to be verbally abused by one of your staff members.

My call was first answered by Sonja/Sonia; I gave my parcel number and explained the situation. While I was explaining what had happened the phone kept going dead, and I became aware that someone else was listening in on the call. She explained that she would get my parcel re-delivered for tomorrow (Wednesday 27th Sept). I was surprised that she would be able to get my parcel delivered in a day as it had been previously explained to me that it would take a 2 day turnover. I asked her to check if that was correct as I wanted to make sure I had the correct information. She came back and confirmed what I had told her that it would be a 2 day turnover. By this time I was getting stressed by the constant mis information being fed to me. I asked if she could call Vauxhall to find out why no cards were being left. She agreed, and then the phone went dead again, she came back and said she couldn’t call them but would give me the number. I asked her to call as another customer service rep had called for me and it was costing me enough to call the call centre as it was.

While I was speaking a man came on the phone and was very abrupt. He informed he was listening in on the call as he was training Sonja/Sonia. He was very rude and said basically as the parcel had attempted to be delivered 3 times it was not a priority to re-deliver and therefore I would have to wait. I tried to speak and explain the situation and he shouted me down on the phone and would not allow me to speak. I calmly explained that I was not shouting and did not wish to be shouted at and he explained that as I was not listening that is why he was shouting! I asked for his name and he told me it was Andrew. I then asked to speak to manager and he told me he would not put me through to manager as they would tell me the same information that he was telling me. I tried to speak again he shouted me down. I asked him to speak as he would not allow me to speak. He then went on explaining the same thing at least 3 times. When he paused for breath I asked him if he had finished and he said yes. I then asked him again to put me through to manager. He then very rudely asked for my name, which I gave and then he put me on hold. Again this call was costing me a lot of money. I was then put through to a very pleasant supervisor called Katrina. I asked if it was DHL staff policy to shout at customer and not put them through to a supervisor/manager when requested. She explained that that was not DHL policy and apologised for Andrew’s lack of customer service skills. She was very helpful.

I would be very grateful to be informed how disrespect by staff id dealt with at DHL. Also I would urge you to listen to the conversation I had with Andrew, and question if that is the kind of person you would like representing DHL. I am disgusted by the way I was spoken to on the phone. I would like to be compensated for the cost of the call in which I will have to pay, that I was shouted at and distressed.

I await your reply.

darkcloudi

To be honest I have had similar issues with DHL or Citylink ( not entirely sure) a while back as there online tracker mentioned someone had visited my home and left a card of which they didn't as I was at home all day. There staff were also rude when I called.

I phoned Ebuyer who was using this courier and told them of my issue and as I paid extra for item to arrive earlier and did not come and I want a refund for postage of which I did.

You could always phone the company you purchased your gift from and tell them your situation as if others had complained and they keep a note on file how bad the couriers are they can change to a better one.

Not sure whether you can be compensated i'm sure others on this forum may help. However, i'm sure you may able to recover costs for your phone call as I have claimed with another company in the past. Sent them the itemised billing showing the length of time I was on and the cost and they were kind enough to refund it. You could do that by sending it to there head office.

gazzak007

A bad word goes a long way

I will be avoiding DHL for any parcel deliveries