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[icon] On Vox: Why I hate DHL - Patti
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Subject:On Vox: Why I hate DHL
Time:08:57 pm

On Wednesday, I realized I was going to a baby shower this weekend and I hadn't obtained the requisite baby gift.  I wandered out to a website that I'm particularly fond of and ordered some disturbingly cute baby accoutrement.  I wisely chose to drop the extra coin on overnight delivery to be safe, and unwisely chose DHL over UPS because they were a few bucks cheaper.  Delivery was to be guaranteed by 3 p.m. on Thursday.

At 3:30 on Thursday my package was nowhere to be found, and the website indicated that it was frolicking in Ohio somewhere.  I called the 800 number and after only a bit of a runaround they promised to call me back within the hour.  To my great surprise, they did.  "There was an address exception.  It will be delivered by 3 p.m. tomorrow."

At 3:45 today, I noticed that the tracking site reported that the goods were delivered and signed for by A VOIT (a misspelling of our previous receptionist's name) at 2:58.  The package was not at the reception desk, the receptionist had not seen a DHL driver, and neither had A VOIT (sic).  "They have my name in their system, though, and sometimes they just put it down even when I don't sign for anything."  Charming.

It only took me two button presses to call DHL back.  Once again, they promised to check with the driver and return my call.

Literally two minutes later, the package was delivered.

It was pretty obvious to me that the fucking delivery driver faked delivery of the package so as not to go past the 3:00 deadline, nevermind the fact that the package was already a day late and that I was therefore entitled to a refund.  Shit happens, and I'm generally willing to let stuff like that slide if it doesn't cause me any real problems.  Lie to me about it, and the gloves come off.  I will be ruthless.

Request for refund:  filed.
Formal complaint about driver:  filed.
Story on internet so my friends can avoid those lying scumbags:  posted.

Originally posted on patti.vox.com

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whitebird
Link:(Link)
Time:2007-10-20 05:26 am (UTC)
I do seem to hear to most problems with DHL.

Me, I've been very lucky with all my package deliveries except maybe one or two. And the major one I just decided to be entertained by as I could track its journey around the country. But I think that was FedEx.
(Reply) (Thread)

wwjfergusond
Link:(Link)
Time:2007-10-20 03:30 pm (UTC)
When I'm tracking an expected delivery, I've noticed that UPS often has the "delivery" in the system before the delivery actually occurs. In fact, one time, I actually called to ask UPS wtf was going on because the website indicated that my package was "delivered" about five minutes earlier. While I was on hold, the driver pulled up and stuck the package on the porch. I've had this (lag time) happen many times since.

Maybe this is something that the drivers do to make them seem to be more timely in their deliveries. Perhaps, when they arrive late at the warehouse, they can claim that the packages were delivered on time, but traffic made them late getting back to the facility? Dunno.
(Reply) (Thread)


allknight
Link:(Link)
Time:2007-10-20 07:08 pm (UTC)
Wow Patti this is the first bad DHL story I have heard but you sure don't make them to sound like a great delivery company. Thanks for your insight on this matter - nothing like telling it like it is either!
(Reply) (Thread)

chellewoods
Subject:Similar problem
Link:(Link)
Time:2007-10-20 07:21 pm (UTC)
I run a direct sales business and I had a similar problem with UPS. It said on their web site that my package had been delivered. No package. After wasting 20 mins of my life on the phone, the driver showed up within 30 minutes. I think they might try and fake deliveries so they don't get in trouble if they are running behind. Effers. Luckily it came in time because my customer was coming over to pick up her goodies.
(Reply) (Thread)


schmengie
Link:(Link)
Time:2007-10-20 07:39 pm (UTC)
disclaimer...I have sold DHL as a reseller basically since 1992.

It sucks that Patti received such bad service and I have heard similar stories for 15 years. If she was my customer I would explain that experiences like this do happen occasionally but they happen with all carriers. DHL is no better or worse then Fedex or UPS in things like this.

But because Patti is my friend I wont say shit like that. DHL does use contractors instead of employees as drivers. While overall service is on par with the others, the driver core just has more holes in it.

Lemme know if you dont get any satisfaction from your complaints. I can probably get you a few higher level e-mail addresses to voice your complaint.
(Reply) (Thread)


whipartist
Link:(Link)
Time:2007-10-22 05:25 pm (UTC)
Thanks.

I just had a very nice chat with someone named Dixie in the DHL complaints department. She seemed to grok exactly what my complaints were (driver missed 3 p.m. delivery window, forged delivery time, forged signature, didn't actually get a signature when he actually delivered the package an hour late) and what the driver was trying to do (cover his ass for not getting there by 3.)

I expect that he'll get a slap on the wrist unless there have been lots of complaints.
(Reply) (Parent) (Thread)


phoenix14159
Link:(Link)
Time:2007-10-21 01:03 am (UTC)
I loathe DHL. We order a lot of books from Amazon for the project we're working on; we have Amazon Prime so 2-day shipping is the default.

The ones coming via UPS are consistently on time. The ones sent via DHL are consistently a day late.
(Reply) (Thread)

[icon] On Vox: Why I hate DHL - Patti
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