The Dingbats At DHL
It’s two weeks to the day since DHL picked up my 2-day delivery from Amazon’s headquarters and my package is still not here.
Oh, they’ve told me it would be. Duane, ehe customer service rep with whom I spoke on Saturday assured me that the package IS on the van and that it WOULD be delivered today.
Then that day passed and Heather, the rep I spoke with on Monday, said she didn’t know why it hadn’t arrived but it WAS on the van that day and WOULD be here by close of business.
I didn’t bother getting the name of the woman I spoke with yesterday, the one who got uppity when I implied that perhaps DHL has a pat response to such inquiries which has little to no basis in truth. I wasn’t about to put up with someone from such an inept company get all indignant with me over their failure to deliver as promised. Repeatedly.
The automated reply I got from their company to yesterday’s email assured me that: Your inquiry has been received by the DHL Customer Service Department. We value your business and our goal is to respond to your inquiry within one business day.
Yeah, they lied about that, too. I haven’t receive ANY reply.
So I called them again today and what did I hear? “We’re sorry. We’re experiencing a high volume of calls with hold times exceeding 15 minutes. CLICK.”
That’s right, they hung up on me!
Before you think I’m exaggerating the ineptitude of DHL’s delivery service, check out today’s tracking information for my package on their website and tell me, if you know, just why I shouldn’t simply conclude that their driver has decided my area is so far away that it might slow him/her down from completing the rest of his schedule and, therefore, why bother with it?
UPDATE: SO, after spending 20 minutes on hold with their national customer service, today’s representative (Kelly) said that the records indicate the package has been with the same courier for each day, and that on each day that courier claims weather problems are preventing delivery.
Nice try. The roads were closed for 1 day only… December 9. Since then, I’ve been back and forth to KCMO (where my package is) five separate times. So WHY can’t their courier make it here? She didn’t know, so she transferred me to their Kansas City office which intentionally hung up on me. (And, yes, I was actually being nice.)
So I’m going to fight fire with fire. Anyone out there who feels like helping get my package delivered, please call 1-800-CALL-DHL and ask why the package on tracking number 20406098882 hasn’t been delivered STILL.
Meanwhile, I hope DHL enjoys watching my complaint about DHL in Kansas City, Missouri rise in the Google results as much as I am.
UPDATE: This isn’t the end of the story with DHL, folks. My package did arrive, and then DHL did something that amazed me.
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This level of service is unacceptable. No if, ands, buts, or maybe about it. But I bet a dollar that they are gonna give you the “you’re not the customer, only the recipient” or some such line of cr*p. Best case is that your package does finally show up with not so much as a “sorry ’bout that”, you yell at Amazon and they give you some kind of voucher.
Bah…
Sure enough, around an hour after posting this, I got an email from their customer service department which says that my package should be here in 24-48 hours but if it’s not then I’ll need to contact DHL and provide a description of its contents, which they’ll take to Amazon to figure out what happened. Meanwhile, they’ve given a voucher to Amazon for the delivery problem.
Uh-huh.
How in the world can they claim that bad weather is causing the delay?? Isn’t it the DHL commercial where some guy is delivering a package in 15 feet of snow???????????????
I had similar problems with DHL last year in Los Angeles. When the package finally arrived, the delivery thug made a point of confronting me about my complaints. I’ll never use them again.
Candace, the fact that I haven’t seen that ad is probably telling about DHL’s market share around here, as is the fact that when I did an online search for the phone number of the DHL Express office in KCMO I got two separate listings… and BOTH were disconnected.
Denny F. Crane, you didn’t just break out your paint gun and blast the SOB? I’d do just that, except I don’t have a paint gun.
Sadly, this Denny F’ing Crane! doesn’t own a paint gun. And, the other one would get me in trouble.
Oh mah gah. I would be beside myself! What a load of shit this company is! *smoke coming out of ears*
Oh my god! That’s insane! That is absolutely the worst customer service. Of course, what can we expect from a company that the USPS contracts through. I guess they have the same low standards.
Hey, guess what? It’s not even out for delivery today.
Glad I went ahead and asked Amazon to re-send everything via UPS!
Man, I couldn’t help but laugh. That is the longest and funniest tracking list I’ve ever seen.
Pathetic, isn’t it? I’ve decided that in the future if I order something and find out it’s being shipped via DHL, I’m canceling my order IMMEDIATELY. I just don’t have the time or patience for such crap.
That is just unbelievable! Just how many other people (who don’t have blogs) has this happened to as well?!
I’m blessed with the fact that my brother has worked for 50% of the delivey companies around here so if there’s any problem I get him to call one of his ex-colleagues who kindly produce my package.
I hope you’ve finally received your order (via UPS, obviously!).
Nikki-ann’s last blog post..Where were you?
That was my thought, too, Nikki. I still haven’t received my package (they’re no longer attempting delivery, it looks like). I wonder how many other people are being treated similarly?
Sounds like grand larceny to me, if they’re not going to try anymore. Wonder if the DHL driver just kept it for himself? :-O
There’s always that possibility. At this point, it wouldn’t surprise me, either.
I was expecting a 2 day business package yesterday. It did not arrive as scheduled. I called later in the evening and was assured that it would be delivered today. The tracking had not been updated and still said “with delivery courier” for over 27 hours. This morning I made a follow up call at 9:45. I spoke to someone named Candice who told me that she was sorry but the package would probably be delivered between 11-4 today. I asked her if she expected me to wait for 12 hours all day like I did yesterday and waste my time. She said no but if I wanted to, I could make a 45 minute drive to their sorting facility and pick it up myself and that she gauranteed it would be there. I asked her how was that possible that I could pick it up in 45 minutes if they were going to deliver the package between 11 and 4. That would mean by the time I got to the sort place at 10:45 AM, my package would still not be on the truck. You expect me to believe that they can put it and all the other packages on the truck and make the first delivery in 15 minutes? Ridiculous. I then refreshed the tracking page and it finally got updated and said the package was with the courier again. The time stamp for that was 7:50AM. I asked the woman on the phone to check it again. She noticed it was on the truck. I got irate and asked her why on earth did she suggest that I go pick and promise that the package would be there when it was on the truck by 7:50AM. I told her to stop lying to me. If I did not refresh the page I would have wasted an hour and a half in driving time only to find that my package was not there. DHL is the worst. It’s one thing to suck at your job. It’s another thing to lie to cover it up. DHL does both!