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    • Prinzessilein
    • By Prinzessilein 11th Aug 18, 3:28 PM
    • 2,544Posts
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    Prinzessilein
    DHL gripe
    • #1
    • 11th Aug 18, 3:28 PM
    DHL gripe 11th Aug 18 at 3:28 PM
    I ordered a parcel, and it was due to be delivered yesterday, by UKMail(aka DHL).


    I was emailed with a delivery window of an hour...which passed and no parcel arrived...I then had an email to say there had been a delay - and it would be with me shortly...over 24 hours later I am still waiting!

    I tracked the parcel online and apparently they tried to deliver yesterday - when I KNOW I was in...and the attempted delivery was apparently one hour BEFORE they sent me the email that said the parcel was delayed!
    (I know this sounds confusing, but this is what their tracking says)

    What annoys me most...is that the same company did the same thing to me a few months ago.

    I have emailed for an explanation (especially about the 'we tried to deliver') but of course with it being the weekend I probably won't hear until Monday...if then!

    I am SO annoyed!
Page 1
    • custardy
    • By custardy 11th Aug 18, 3:31 PM
    • 34,142 Posts
    • 29,020 Thanks
    custardy
    • #2
    • 11th Aug 18, 3:31 PM
    • #2
    • 11th Aug 18, 3:31 PM
    I ordered a parcel, and it was due to be delivered yesterday, by UKMail(aka DHL).


    I was emailed with a delivery window of an hour...which passed and no parcel arrived...I then had an email to say there had been a delay - and it would be with me shortly...over 24 hours later I am still waiting!

    I tracked the parcel online and apparently they tried to deliver yesterday - when I KNOW I was in...and the attempted delivery was apparently one hour BEFORE they sent me the email that said the parcel was delayed!
    (I know this sounds confusing, but this is what their tracking says)

    What annoys me most...is that the same company did the same thing to me a few months ago.

    I have emailed for an explanation (especially about the 'we tried to deliver') but of course with it being the weekend I probably won't hear until Monday...if then!

    I am SO annoyed!
    Originally posted by Prinzessilein

    This sort of stuff is down to KPIs and tracking systems.

    They will be expected to deliver?attempt delivery of X% of packets per day.
    So something happened. vehicle breakdown/sick or something. So they will have 'closed off' the tracking on the item,hence the attempted delivery track.
    They likely dont have a scan for breakdown/sick or whatever.
    • mattyprice4004
    • By mattyprice4004 12th Aug 18, 6:43 AM
    • 3,779 Posts
    • 3,307 Thanks
    mattyprice4004
    • #3
    • 12th Aug 18, 6:43 AM
    • #3
    • 12th Aug 18, 6:43 AM
    I understand the frustration, but you can!!!8217;t really be annoyed that you won!!!8217;t hear back until Monday. It!!!8217;s literally a couple of days, and knowing won!!!8217;t make your stuff arrive in the meantime.
    • prowla
    • By prowla 12th Aug 18, 7:45 AM
    • 10,109 Posts
    • 8,341 Thanks
    prowla
    • #4
    • 12th Aug 18, 7:45 AM
    • #4
    • 12th Aug 18, 7:45 AM
    I used to work for DHL many years ago, but nowadays I wouldn't use them.


    I recently had an item delivered by them and they would give a time, so I stayed in the whole day waiting; when it hadn't arrived by the end of the working day, they told me that their "day" was up to 9 at night. It was delivered at 7 and the driver told me he hadn't collected it from the depot til lunchtime.


    One of those companies who don't care about their customers and treat them with total disregard.
    • kiddy guy
    • By kiddy guy 12th Aug 18, 11:50 AM
    • 939 Posts
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    kiddy guy
    • #5
    • 12th Aug 18, 11:50 AM
    • #5
    • 12th Aug 18, 11:50 AM
    I used to work for DHL many years ago, but nowadays I wouldn't use them.


    I recently had an item delivered by them and they would give a time, so I stayed in the whole day waiting; when it hadn't arrived by the end of the working day, they told me that their "day" was up to 9 at night. It was delivered at 7 and the driver told me he hadn't collected it from the depot til lunchtime.


    One of those companies who don't care about their customers and treat them with total disregard.
    Originally posted by prowla
    But hold on...

    UK parcels have only recently migrated to DHL, so it's not a comparable service to your experience some years ago.

    And if they choose to deliver upto 9pm, then I'd prefer they delivered then rather than finish at 7pm and return back to depot as occurs with other parcel firms.
    • prowla
    • By prowla 12th Aug 18, 12:17 PM
    • 10,109 Posts
    • 8,341 Thanks
    prowla
    • #6
    • 12th Aug 18, 12:17 PM
    • #6
    • 12th Aug 18, 12:17 PM
    But hold on...

    UK parcels have only recently migrated to DHL, so it's not a comparable service to your experience some years ago.

    And if they choose to deliver upto 9pm, then I'd prefer they delivered then rather than finish at 7pm and return back to depot as occurs with other parcel firms.
    Originally posted by kiddy guy
    The delivery I mentioned was last year.



    The point about the delivery was that, for all their investment in track & trace, I had no information and waited in for 11 hours at their pleasure (the first 4 hours being before they'd even loaded it into the van).
    • Prinzessilein
    • By Prinzessilein 12th Aug 18, 5:26 PM
    • 2,544 Posts
    • 11,870 Thanks
    Prinzessilein
    • #7
    • 12th Aug 18, 5:26 PM
    • #7
    • 12th Aug 18, 5:26 PM
    I understand the frustration, but you can!!!8217;t really be annoyed that you won!!!8217;t hear back until Monday. It!!!8217;s literally a couple of days, and knowing won!!!8217;t make your stuff arrive in the meantime.
    Originally posted by mattyprice4004

    I am somewhat irked that they lied about 'attempting to deliver.

    I am somewhat irked that they didn't even attempt to deliver yesterday.
    (Saturday)

    I am somewhat irked that they emailed me on Friday evening to say it would be with me 'shortly' which was a full hour after their supposed attempt at delivery.

    I am somewhat irked that they have some of the worst customer service I have ever come across.

    The fact that I have to wait until tomorrow for a response is way down on my list of gripes with DHL!
    • custardy
    • By custardy 12th Aug 18, 6:18 PM
    • 34,142 Posts
    • 29,020 Thanks
    custardy
    • #8
    • 12th Aug 18, 6:18 PM
    • #8
    • 12th Aug 18, 6:18 PM
    This sort of stuff is down to KPIs and tracking systems.

    They will be expected to deliver?attempt delivery of X% of packets per day.
    So something happened. vehicle breakdown/sick or something. So they will have 'closed off' the tracking on the item,hence the attempted delivery track.
    They likely dont have a scan for breakdown/sick or whatever.
    Originally posted by custardy
    I am somewhat irked that they lied about 'attempting to deliver.

    I am somewhat irked that they didn't even attempt to deliver yesterday.
    (Saturday)

    I am somewhat irked that they emailed me on Friday evening to say it would be with me 'shortly' which was a full hour after their supposed attempt at delivery.

    I am somewhat irked that they have some of the worst customer service I have ever come across.

    The fact that I have to wait until tomorrow for a response is way down on my list of gripes with DHL!
    Originally posted by Prinzessilein
    Did you read my reply?
    Do they deliver at all on a Saturday for standard parcel services?
    • Prinzessilein
    • By Prinzessilein 13th Aug 18, 8:42 AM
    • 2,544 Posts
    • 11,870 Thanks
    Prinzessilein
    • #9
    • 13th Aug 18, 8:42 AM
    • #9
    • 13th Aug 18, 8:42 AM
    Did you read my reply?
    Do they deliver at all on a Saturday for standard parcel services?
    Originally posted by custardy

    Yes, I did read the reply....
    and no, DHL do not generally deliver on a Saturday.

    I actually find this rather surprising - for a large company I would have thought Saturday delivery was standard.

    And I don't think it's unreasonable to expect a company to have the equipment necessary to give you a truthful explanation of why your parcel is not being delivered....and it doesn't explain that I was given two different excuses.

    As someone who is disabled, I rely on internet shopping more than most...and have to say that DHL is the WORST delivery company I have come across.
    • custardy
    • By custardy 13th Aug 18, 8:55 AM
    • 34,142 Posts
    • 29,020 Thanks
    custardy
    Yes, I did read the reply....
    and no, DHL do not generally deliver on a Saturday.

    I actually find this rather surprising - for a large company I would have thought Saturday delivery was standard.

    And I don't think it's unreasonable to expect a company to have the equipment necessary to give you a truthful explanation of why your parcel is not being delivered....and it doesn't explain that I was given two different excuses.

    As someone who is disabled, I rely on internet shopping more than most...and have to say that DHL is the WORST delivery company I have come across.
    Originally posted by Prinzessilein
    Most 'large' couriers dont deliver on a Saturday unless at a premium.
    Its another full day of costs to run the full operation.
    what are the two different excuses you got?
    • Prinzessilein
    • By Prinzessilein 13th Aug 18, 9:10 AM
    • 2,544 Posts
    • 11,870 Thanks
    Prinzessilein
    Two excuses...I was told the driver was delayed and the parcel would with me shortly.

    Then I was told there had been an attempted delivery - apparently an hour BEFORE they sent the first notification.

    The attempted delivery did NOT happen....not only did no one ring my bell, two other people have confirmed there was no attempt at the time stated.


    Amazon deliver as standard on a Saturday !!!8230;.as do Hermes
    • custardy
    • By custardy 13th Aug 18, 9:47 AM
    • 34,142 Posts
    • 29,020 Thanks
    custardy
    Two excuses...I was told the driver was delayed and the parcel would with me shortly.

    Then I was told there had been an attempted delivery - apparently an hour BEFORE they sent the first notification.

    The attempted delivery did NOT happen....not only did no one ring my bell, two other people have confirmed there was no attempt at the time stated.


    Amazon deliver as standard on a Saturday !!!8230;.as do Hermes
    Originally posted by Prinzessilein
    You didnt read anything I wrote evidently.
    You werent given any excuses. You were given
    automated updates.

    Neither of us know the reason for that.

    Not sure why you are telling me about couriers who deliver on a Saturday,Im more than fully aware.
    However DHL dont and you raised that they didn't deliver on the Saturday.
    • Rosemary7391
    • By Rosemary7391 13th Aug 18, 12:30 PM
    • 2,503 Posts
    • 4,262 Thanks
    Rosemary7391
    I used to work for DHL many years ago, but nowadays I wouldn't use them.


    I recently had an item delivered by them and they would give a time, so I stayed in the whole day waiting; when it hadn't arrived by the end of the working day, they told me that their "day" was up to 9 at night. It was delivered at 7 and the driver told me he hadn't collected it from the depot til lunchtime.


    One of those companies who don't care about their customers and treat them with total disregard.
    Originally posted by prowla

    Not sure that's quite correct - I'm sure they have a high regard for their customers' unwillingness to pay higher prices! So long as online retailers don't lose money over it they'll keep chasing the cheapest barely acceptable service.
    Slinkies 2018 Challenge - 0/80lb lost
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