DHL - Delivery cock ups

[Wing Commander]

Hi all,

I have a parcel being delivered by DHL. I got the yellow card through the letterbox whilst I was at work, saying they would try again tomorrow, when I will also be out at work. Marvellous.

I decide to use their online service to redeliver to my work address.

Get home today to find another card, about the same parcel. They have tried to deliver to my home address. Idiots.

I am now faced with having to drive 20 miles each way to the collection centre, within working hours. They are open saturday mornings but I am away for the next 2 weekends. I would imagine that within this time, the parcel will be returned to sender.

They only have a stupid 0844 automated phone number so can't even speak to a human.

Can anyone on PH do better than me and find a local number for the DHL branch in Exeter (Unit 1a, Eagle Way, Sowton Industrial Estate, Exeter EX2 7HY)

My google skills must be fading...

Thanks

[marshalla]

http://www.saynoto0870.com/companysearch.php

has 4 or 5 records for DHL in Exeter - one of them should be it.

Edited by marshalla on Wednesday 17th March 20:30

[Wing Commander]

Can't see anything for Exeter, but that is probably me being a retard. I will, however, give their head office a call tomorrow to have a chin wag

Ta muchly

[marshalla]

Sorry - I think I cocked up the link

Try a company name search on the site from this page instead : http://www.saynoto0870.com/search.php

[mybrainhurts]

You think you have problems...?

They deliberately destroyed a parcel we were delivering to Moscow, while I was in touch with them, getting more information that would enable them to make a delivery, on the grounds that time was up.

Booked it online via an agent for better rates and they'll only accept a compensation claim from that agent.

But they have a claim limit of 30 days and didn't tell us they were having difficulties until more than 30 days had passed.

This is going to be fun...

Needless to say, they won't be getting any more work from us.

Edited by mybrainhurts on Wednesday 17th March 20:47

[marshalla]

mybrainhurts said:

You think you have problems...?

They deliberately destroyed a parcel we were delivering to Moscow, while I was in touch with them, getting more information that would enable them to make a delivery, on the grounds that time was up.

Booked it online via an agent for better rates and they'll only accept a compensation claim from that agent.

But they have a claim limit of 30 days and didn't tell us they were having difficulties until more than 30 days had passed.

This is going to be fun...

Needless to say, they won't be getting any more work from us.

Edited by mybrainhurts on Wednesday 17th March 20:47

Your contract is with the agent, not DHL - so pursue the claim against the agent surely ? DHL's 30 day limit is a problem for the agent, not for you - or is it the agent who have the 30 day limit ?

[mybrainhurts]

marshalla said:

mybrainhurts said:

You think you have problems...?

They deliberately destroyed a parcel we were delivering to Moscow, while I was in touch with them, getting more information that would enable them to make a delivery, on the grounds that time was up.

Booked it online via an agent for better rates and they'll only accept a compensation claim from that agent.

But they have a claim limit of 30 days and didn't tell us they were having difficulties until more than 30 days had passed.

This is going to be fun...

Needless to say, they won't be getting any more work from us.

Edited by mybrainhurts on Wednesday 17th March 20:47

Your contract is with the agent, not DHL - so pursue the claim against the agent surely ? DHL's 30 day limit is a problem for the agent, not for you - or is it the agent who have the 30 day limit ?

Yes, thanks, I didn't explain that properly.

I was probing DHL for their claims policy...30 days.

[Sixpackpert]

They are a shower. Regularly lost/broke/delivered late items we sent. Haven't used them since October last year but we are still getting billed for parcels we haven't even sent!

Not surprised they have sold off their domestic parcel business.

[voicey]

You can get through to your local DHL office via the 08whatever number in the menu. Once through inist on speaking to a manager and get them to send a van out to your office - I had the same issue and got my parcel within 2 hours fo calling.

[telecat]

I refuse to use them and if a company uses them I won't buy from them. I generally have PAID for them to deliver the item to my home address and they can't be bothered so stuff em. Royal Mail have depots within five minutes of my house so I use them.

[Wing Commander]

Just rung up their head office and asked to be put through to Exeter. No can do - not allowed. Great

Asked the guy why the parcel had been redelivered to home address. He said they don't provide redelivery to another address. Pointed him verbally to their website which allows it, the card which tells me how to do it, the confirmation email I got saying it was all approved, and no other correspondance to tell me otherwise. He just repeated they don't offer this anymore, blah blah blah.

Asked him how long it they would hold it for before they RTS. 7 days. So this st all started monday, so that's this monday coming it gets sent back. I told him that I couldn't get to the depot before then.

I asked him who the parcel was from, as I have ordered lots of bits for my XR2 restoration amongst other things. This could be anything. He said it was from "Direct Purchasing Ltd". Not vague at all then?! I asked them for their contact details or some more info. He refused. I googled the company name and it came up with a "work from home" upholstery company in frigging Sheffield.

So I summerised the sitation to the gimp on the end of the phone.

So you won't redeliver to another address, you won't keep it on for a bit longer in the depot to allow me to collect, you won't give me the contact details for the sender, and you won't give me the contact details for my local branch...

Can I speak to the manager please? No, they are both out.
When are they back?
Don't know.
If I leave my contact details, please can you get one to call me.
They are both busy all day.
So who deals with any unscheduled problems?
I tell them about it and they will decide on that.
So they are in the office then?
Yes, but both are too busy at the moment to speak to you.
What is your name?
Chris
Chris what?
I'm not telling you.
He hangs up.

fking spacky tt-face. So now I don't really know what to do to get my parcel!

Answers on a post card please

[randlemarcus]

[e-mail] seems to be the CEO's email address. Also available via LinkedIn...

[FunkyGibbon]

Try the local numbers:

01392 363135

or

01392 499988

or

01392 436546

they may (or not) be more cooperative

[Wing Commander]

FunkyGibbon said:

Try the local numbers:

01392 363135

or

01392 499988

or

01392 436546

they may (or not) be more cooperative

Perfect! Thank you! Got through to a nice sensible woman who took down the redelivery address, and it will be with me tomorrow. Amazing how much easier it is when they just try a little bit to actually do their job.

Thanks again, and thanks to everyone else for the help

[Wing Commander]

randlemarcus said:

[e-mail] seems to be the CEO's email address. Also available via LinkedIn...

Will fire off a quick email to him to highlight a couple of DHL's weak points, namely this Chris guy for being a bellend, no direct contact details for local branches, the website and "attempted delivery card" saying redelivery to another address is possible, but apparently it isn't anymore.

Hopefully, a polite email will get a sensible reply...

[wibble cb]

redelivery is only possible if allowed by the sender, regardless of your wishes, crap I know, but means you can only accept it, or collect from the depot (on their terms)

[ymwoods]

DHL is poo, we sometimes get customers that want to arrange their own courier...when the DHL van pulls up we all sigh as we know its going to be a headache from then on.

The latest one was that the package got picked up on the Monday with a delivery date of Wednesday. We get another driver turn up Tuesday to pick up the same package and could not understand that it had already been picked up on Monday...even warning us that they would charge us if we were wrong!

Next we get a call on Thursday from the customer saying he had not had the item delivered and on calling DHL they said we had refused the pick-up (obviously this guy from the Tuesday he had talked to)

We got in contact with DHL and just like clockwork the pick-up reference number that the first guy gave us comes up as un-recognized...

Luckily on Friday after having to explain to our customer that it was nothing to do with us, DHL finally deliver to his house, 2 days late and after blaming us for all of it! suffice to say...we have heard nothing more from this customer...

We use Home Delivery Network for any courier jobs we need, always a nice driver and guaranteed delivery, if they have any problems then we get a phone call. Fantastic Service.

Edited by ymwoods on Saturday 20th March 04:36

[It's fixable...]

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[karona]

ymwoods said:

DHL is poo,

The latest one was that the package got picked up on the Monday with a delivery date of Wednesday. We get another driver turn up Tuesday to pick up the same package and could not understand that it had already been picked up on Monday...even warning us that they would charge us if we were wrong!

Next we get a call on Thursday from the customer saying he had not had the item delivered and on calling DHL they said we had refused the pick-up (obviously this guy from the Tuesday he had talked to)

Ideally:
Customer phones in pickup request, it's put on computer.
Printout is given to driver, who does pickup while he's delivering in the area.
Driver scans barcodes on pick-up sheet and parcel and immediately sends details digitally to the computer, which ticks off the pickup, updates a few targets, and adds 80 pence to the driver's bonus.
Actually:
Manager is too dumb/lazy to issue pickup sheets, so phones the details to the driver. The pickup's probably in an area he's already finished deliveries, so has to return. He then has to hand write a manual pickup sheet. This has all taken valuable delivery time and the driver will have his arse kicked for each undelivered parcel, so he skips scanning the pickup to save a minute or so. The bonus scheme has been withdrawn so it's no skin off his nose if he doesn't scan. The computer doesn't get to reconcile the paperwork with the pickup, the parcel's not officially 'in the system', so you can't track it.
Next day the manager hands out pickup sheets, but he's too dumb/lazy to realise that yesterday's sheets are still in there, so you get another visit to collect the package. The scanner will only allow "refused by driver" or "refused by customer", there's no menu item for "DHL fked up"
Meanwhile yesterday's driver has told DHL to poke their job, and is now driving for Home Delivery Network.

If you are unfortunate enough to have DHL pickup, insist that the driver scans the parcel before he leaves the premises, especially if he turns up with a fat yellow book, or the pickup sheets are handwritten. If the driver refuses, or has no scanner, phone your local depot, ask for 'control' (the driver will have the number), and request that they record the delivery sheet number (under the barcode at the top), the parcel barcode number, and the pickup reference, (top left of the sheet). They will be happy to do this, their bonuses depend on accurate scanning.
Do Not release a parcel without all three numbers

[Jez64]

It's fixable... said:

They are not known as

Drop it
Hide it
Lose it

for nothing you know.


Only matched in uselessness by

Useless
Pieces pf
ste