DHL dishonest practices and what do?
Discussion
I ordered some parts from Germany via a companies ebay shop, all was well, parcel tracking said it had been received in local DHL depot after a couple of days.
I received notification from DHL that parcel would be delivered on 18th Apr between 16:35 and 17:35 - time came no delivery.
Next day I looked at tracking and it said that I had requested a different delivery date, which I had not.
Silence now for a few days with me expecting a new delivery email.
I contact DHL via their message service saying where's my parcel?
a couple of days later they respond saying it will be delivered next day.
Next day came no delivery, no email saying to expect delivery.
I contact again, they say they will look into it.
Yesterday I receive an email at 06:35 saying to expect parcel between 17:40 and 18:30, no problem I will be at home, no parcel was delivered.
This morning I check tracking which says I signed for it at 15:43 on 2nd May, I wasn't even at home then, neither was my Mrs.
I'm absolutely amazed at the outright lies they are telling.
I have asked for proof of delivery, proof of my original (supposed) request for a different delivery slot and tracking data for the appropriate delivery van at 15:43 on 2nd of May, none of which I expect them to actually provide especially as they will prove all are lies.
So what can I do? I have paid via Paypal, according to DHL I have the parts, the sender will think I have the parts, but I don't and am likely to be out of pocket by more money that I want to lose and more money than I should lose as this is all of DHL's making!
Cheers
I received notification from DHL that parcel would be delivered on 18th Apr between 16:35 and 17:35 - time came no delivery.
Next day I looked at tracking and it said that I had requested a different delivery date, which I had not.
Silence now for a few days with me expecting a new delivery email.
I contact DHL via their message service saying where's my parcel?
a couple of days later they respond saying it will be delivered next day.
Next day came no delivery, no email saying to expect delivery.
I contact again, they say they will look into it.
Yesterday I receive an email at 06:35 saying to expect parcel between 17:40 and 18:30, no problem I will be at home, no parcel was delivered.
This morning I check tracking which says I signed for it at 15:43 on 2nd May, I wasn't even at home then, neither was my Mrs.
I'm absolutely amazed at the outright lies they are telling.
I have asked for proof of delivery, proof of my original (supposed) request for a different delivery slot and tracking data for the appropriate delivery van at 15:43 on 2nd of May, none of which I expect them to actually provide especially as they will prove all are lies.
So what can I do? I have paid via Paypal, according to DHL I have the parts, the sender will think I have the parts, but I don't and am likely to be out of pocket by more money that I want to lose and more money than I should lose as this is all of DHL's making!
Cheers
Stop talking to s
tty delivery people, they all do this.
Your contract is with the seller, talk to them and give them grief. I know it's not their fault, but it was them that used the stty courier. If enough people complain to the sellers (and hit them financially), maybe they'll start taking a bit more care of how they send us stuff.
tty delivery people, they all do this. Your contract is with the seller, talk to them and give them grief. I know it's not their fault, but it was them that used the s
tty courier. If enough people complain to the sellers (and hit them financially), maybe they'll start taking a bit more care of how they send us stuff.Vanordinaire said:
Stop talking to stty delivery people, they all do this.
Your contract is with the seller, talk to them and give them grief. I know it's not their fault, but it was them that used the stty courier. If enough people complain to the sellers (and hit them financially), maybe they'll start taking a bit more care of how they send us stuff.
I am doing that and have told them that I want a refund, however I have to wait before getting paypal involved, I just wondered if there was anything else I can do at my end to try and smooth the vendors investigation.tty delivery people, they all do this. Your contract is with the seller, talk to them and give them grief. I know it's not their fault, but it was them that used the s
tty courier. If enough people complain to the sellers (and hit them financially), maybe they'll start taking a bit more care of how they send us stuff.jonwm said:
All requests are logged on the system for change of address, delivery date etc. Pod will be available and had probably been left with a neighbour.
Call up customer services with your AWB number and they can give you all the details
I only have one direct neighbour who was also out. I know an attempt at delivery was not made as I was out walking the dogs round a field in front of the house and can see our house and the 1/4 mile track leading to it so would have seen a DHL van easily,Call up customer services with your AWB number and they can give you all the details
Why are you going on about lies? It's likely just a balls up somewhere along the line, likely someone putting a delivery change request on your package by mistake or even the shipper giving you the wrong tracking number, it happens. Maybe they've not even dispatched it yet and mixed up your order with someone elses
Nickyboy said:
Why are you going on about lies? It's likely just a balls up somewhere along the line, likely someone putting a delivery change request on your package by mistake or even the shipper giving you the wrong tracking number, it happens. Maybe they've not even dispatched it yet and mixed up your order with someone elses
Of course it's lies, it's a big conspiracy against the OPBert
Just had the joy of DHL delivering from Germany. Apparently the package didn't have an address on the so couldn't be delivered. After working out how to contact someone at DHL (they have two distinct parts to their business which to me are identical) I somehow managed to opt that I'd pick it up at the depot. On finding it at the back end of the train tracks in Southampton 24 miles away from where I live. What did I find on the package my bloody address !
In fairness the lady on the customer service desk was very good and proceeded to push me to complain. Showed me where and how to lodge a complaint along with how these are processed (think it was very quiet morning).
Makes me think twice about blindly buying from Amazon
In fairness the lady on the customer service desk was very good and proceeded to push me to complain. Showed me where and how to lodge a complaint along with how these are processed (think it was very quiet morning).
Makes me think twice about blindly buying from Amazon
sherbertdip said:
I ordered some parts from Germany via a companies ebay shop, all was well, parcel tracking said it had been received in local DHL depot after a couple of days.
I received notification from DHL that parcel would be delivered on 18th Apr between 16:35 and 17:35 - time came no delivery.
Next day I looked at tracking and it said that I had requested a different delivery date, which I had not.
I received notification from DHL that parcel would be delivered on 18th Apr between 16:35 and 17:35 - time came no delivery.
Next day I looked at tracking and it said that I had requested a different delivery date, which I had not.
Nickyboy said:
Why are you going on about lies? It's likely just a balls up somewhere along the line, likely someone putting a delivery change request on your package by mistake
I'm fairly sure it's not a balls up; I've had the same thing two or three times. No delivery, waiting in for it, eventually comes up marked as above.As the depot that delivers to me (when they an be bothered) is in Bristol, and I'm buried a long way into west Wales, I get the distinct impression that "customer requested a different delivery date" is actually the drivers' preferred short hand for "I'm not driving out there today, CBFA." It is lies, and it's very regular.
And then they let it hang around a day or two before booking it back on the van.
I had a right row with EuroCarParts last time I used them as I had avoided their DHL "faster" delivery options and they sent it, as I requested, by "standard post"... with DHL. Took longer than Royal Mail would have, again
You have my sympathy OP. I had a newish cordless drill which developed a fault (under warranty). The manufacturer arranged for DHL to collect it for repair/replacement. I waited in on the allotted collection day (a Friday) but, as you can guess, DHL didn’t call.
I called the manufacturer on the following Monday. They came back to say DHL told them the driver had called on Friday but the item hadn’t been parcelled up for collection so he was unable to take it. Utter bullst of course; it was sitting boxed up ready for collection all day.
Since then I’ve been passed to different departments, someone’s always going to call back but don’t and their ‘complaints’ department is a joke. I suspect the driver just didn’t bother - they’re under terrific pressure to deliver and collect a large number of items each day - so he/she simply couldn’t be bothered to find our property and made up the ‘not parcelled up’ excuse for a non-collection. This isn’t the first time I’ve had stty ‘service’ from a courier company; it’s a cutthroat business with tight margins and demanding schedules for drivers, but it’s galling that they blatantly lie about failed deliveries/collections.
The drill’s now been repaired and returned (actually on the allotted delivery day - whoo hoo) but I’m increasingly thinking it’s better to buy from a showroom. At least with somewhere like Screwfix or Machine Mart you can deal with them face-to-face.
OP- Hope you get it resolved OK.
I called the manufacturer on the following Monday. They came back to say DHL told them the driver had called on Friday but the item hadn’t been parcelled up for collection so he was unable to take it. Utter bulls
t of course; it was sitting boxed up ready for collection all day. Since then I’ve been passed to different departments, someone’s always going to call back but don’t and their ‘complaints’ department is a joke. I suspect the driver just didn’t bother - they’re under terrific pressure to deliver and collect a large number of items each day - so he/she simply couldn’t be bothered to find our property and made up the ‘not parcelled up’ excuse for a non-collection. This isn’t the first time I’ve had s
tty ‘service’ from a courier company; it’s a cutthroat business with tight margins and demanding schedules for drivers, but it’s galling that they blatantly lie about failed deliveries/collections. The drill’s now been repaired and returned (actually on the allotted delivery day - whoo hoo) but I’m increasingly thinking it’s better to buy from a showroom. At least with somewhere like Screwfix or Machine Mart you can deal with them face-to-face.
OP- Hope you get it resolved OK.
Edited by Escort3500 on Monday 6th May 08:56
The actual issues is with the driver and how they fiddle the DHL system, but when you speak to DHL customer services they can only see what they system says.
The reason is that if the Driver fails to make a delivery and it's their fault then they don't get paid, whereas if the reason is yours then they do.
So it's financially beneficial for the driver to blame you for messing around, equally making a false signature in target gets him his bonus even if he delivers out of Target.
The Management of DHL (whether it be Parcel (aka UKMail) or Express do actually care about stuff like this but it's quite difficult for them to get to find out about it.
I had the same as you with being messed around and being fobbed off, what the customer services person didn't know was there was someone from the Company watching the whole thing unwind who knew I was being 100% accurate with what I was saying.
When I finally got my parcel, there was quite a cascade of trouble for the depot, the Customer service agent, the courier sub contact company and the driver.
The reason is that if the Driver fails to make a delivery and it's their fault then they don't get paid, whereas if the reason is yours then they do.
So it's financially beneficial for the driver to blame you for messing around, equally making a false signature in target gets him his bonus even if he delivers out of Target.
The Management of DHL (whether it be Parcel (aka UKMail) or Express do actually care about stuff like this but it's quite difficult for them to get to find out about it.
I had the same as you with being messed around and being fobbed off, what the customer services person didn't know was there was someone from the Company watching the whole thing unwind who knew I was being 100% accurate with what I was saying.
When I finally got my parcel, there was quite a cascade of trouble for the depot, the Customer service agent, the courier sub contact company and the driver.
Marcellus said:
The actual issues is with the driver and how they fiddle the DHL system, but when you speak to DHL customer services they can only see what they system says.
The reason is that if the Driver fails to make a delivery and it's their fault then they don't get paid, whereas if the reason is yours then they do.
So it's financially beneficial for the driver to blame you for messing around, equally making a false signature in target gets him his bonus even if he delivers out of Target.
The Management of DHL (whether it be Parcel (aka UKMail) or Express do actually care about stuff like this but it's quite difficult for them to get to find out about it.
I had the same as you with being messed around and being fobbed off, what the customer services person didn't know was there was someone from the Company watching the whole thing unwind who knew I was being 100% accurate with what I was saying.
When I finally got my parcel, there was quite a cascade of trouble for the depot, the Customer service agent, the courier sub contact company and the driver.
That’s interesting. The complaint I’ve lodged with DHL is still being investigated but I don’t hold out much hope that they’ll get to the bottom of it or come clean. All I’ve had so far is platitudes “customer care is important to us blah blah,,,” The reason is that if the Driver fails to make a delivery and it's their fault then they don't get paid, whereas if the reason is yours then they do.
So it's financially beneficial for the driver to blame you for messing around, equally making a false signature in target gets him his bonus even if he delivers out of Target.
The Management of DHL (whether it be Parcel (aka UKMail) or Express do actually care about stuff like this but it's quite difficult for them to get to find out about it.
I had the same as you with being messed around and being fobbed off, what the customer services person didn't know was there was someone from the Company watching the whole thing unwind who knew I was being 100% accurate with what I was saying.
When I finally got my parcel, there was quite a cascade of trouble for the depot, the Customer service agent, the courier sub contact company and the driver.
Of all the courier companies I’ve dealt with over the years DHL is by far the worst, and that’s saying something.
catman said:
I had similar with Yodel recently. Their website showed my parcel as delivered, but it wasn't. My Supplier expected me to accept a 50% refund, because Yodel said that I had received my package!
Tim
Last time I had something delivered by Yodel I waited in for it and subsequently got the email and text notification that it had been delivered.Tim
Apparently it had been signed for by "Back".
After some to-ing and fro-ing, and a visit from a neighbour, it turns out that "Back" meant it's been lobbed over the back fence... just to complicate matters, it had been lobbed over the back fence of 14, not 41.
They're all the same. I was expecting a delivery today from DPD. Their website tracking said it would be delivered today and after the van was loaded (about 11:00) I would receive an e-mail with a 1 hour delivery time slot.
Well no delivery slot e-mail arrived and the website has not updated.
At 15:11 I receive an e-mail saying "Oh no! - We're sorry, your parcel has been delayed due to a traffic incident. We'll now deliver your (sender's name) parcel TOMORROW"
A quick check of all the local traffic websites shows no traffic incidents anywhere between the depot, surround areas and my address.
My guess is that they forgot to load it and won't admit their error to save refunding the Next Day delivery charge.
They are all as useless as each other.
Well no delivery slot e-mail arrived and the website has not updated.
At 15:11 I receive an e-mail saying "Oh no! - We're sorry, your parcel has been delayed due to a traffic incident. We'll now deliver your (sender's name) parcel TOMORROW"
A quick check of all the local traffic websites shows no traffic incidents anywhere between the depot, surround areas and my address.
My guess is that they forgot to load it and won't admit their error to save refunding the Next Day delivery charge.
They are all as useless as each other.
The issue is the same for most Courier companies they don't employ their drivers and the £ they pay per parcel is relatively low.
To make decent money the courier has to make a lot of deliveries in the agreed sla...................... or rather have the system say that they made a lot of deliveries within target or if they failed that it wasn't their fault.
As a customer we want our parcel to be delivered undamaged when we want it (preferably tomorrow) we accept it may take a couple of days to get from where ever to where ever but as long as it gets there when the courier says it will we're happy, it;s not too much to ask is it??
The Courier company want you the customer to be happy as you'll use them more and they'll make money (albeith there's not much in being a courier company to b2c really).
The driver actually doesn't care about any of that he just wants his £0.50 (or whatever he gets) per parcel for as many parcels a day as he can get away with without keeling over.
To make decent money the courier has to make a lot of deliveries in the agreed sla...................... or rather have the system say that they made a lot of deliveries within target or if they failed that it wasn't their fault.
As a customer we want our parcel to be delivered undamaged when we want it (preferably tomorrow) we accept it may take a couple of days to get from where ever to where ever but as long as it gets there when the courier says it will we're happy, it;s not too much to ask is it??
The Courier company want you the customer to be happy as you'll use them more and they'll make money (albeith there's not much in being a courier company to b2c really).
The driver actually doesn't care about any of that he just wants his £0.50 (or whatever he gets) per parcel for as many parcels a day as he can get away with without keeling over.
Not having a happy time with DHL...
Placed an order with a US store on 20 October. Item ws shipped from the US with DHL. Item cleared UK Customs at LHR on 28 October. After a few days and no parcel I started to investigate. Turns out they were supposed to hand it to Yodel for the final part of its journey. I was informed that handover can take 5-10 business days (WTF?). By 19 November I ran out of patience and raised a dispute with PayPal as the seller was doing bugger all to kick DHL's arse. On 25 November I had my money back. God knows where my parcel is!
Placed an order with a UK store on 1 December. Item shipped with DHL on 2 December and the email said it would arrive on 3 December unless I rescheduled it. I rescheduled it for 5 December as this was the first day that someone could be in all day. NB. Large parcel that wouldn't fit in our safe place. 5 December came and went. 6 December came and went. I currently have a dialogue via DM on Twitter with the seller. Latest information is "Item was last scanned in with DHL on 2nd December. Unfortunately, there have been no further updates since."
Conclusion. DHL are st.
Placed an order with a US store on 20 October. Item ws shipped from the US with DHL. Item cleared UK Customs at LHR on 28 October. After a few days and no parcel I started to investigate. Turns out they were supposed to hand it to Yodel for the final part of its journey. I was informed that handover can take 5-10 business days (WTF?). By 19 November I ran out of patience and raised a dispute with PayPal as the seller was doing bugger all to kick DHL's arse. On 25 November I had my money back. God knows where my parcel is!
Placed an order with a UK store on 1 December. Item shipped with DHL on 2 December and the email said it would arrive on 3 December unless I rescheduled it. I rescheduled it for 5 December as this was the first day that someone could be in all day. NB. Large parcel that wouldn't fit in our safe place. 5 December came and went. 6 December came and went. I currently have a dialogue via DM on Twitter with the seller. Latest information is "Item was last scanned in with DHL on 2nd December. Unfortunately, there have been no further updates since."
Conclusion. DHL are s
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