DHL Anmeldelser 245

Not impressed!

Why does DHL feel that a simple email to a customer explaining there is an issue with a shipment, too difficult to do? and by ignoring it, wait for the receiver to query the delay to find out that you require more information.
You work in customer service correct? so why do you not see an issue with waiting until we contact you to find out the issue?
This is one of the most basic customer service principles which DHL staff do not seem to possess.

How am I supposed to know there is an issue when the tracking just says "Clearance Event" that means nothing to a customer and no reason to query my shipment which is why I am so annoyed.

Also. It is not as if I am a new customer. I have used you constantly for over 10 years now, yet you don't have my importer code, email, phone number or addresses I always use. I even had a trade account with you before covid!

I acknowledge that my manufacturer forgot to add my company name but that does not excuse not emailing me to inform me of an issue. I rely on timely emails regarding issues so my business runs well, ensuring totally avoidable issues like this.

It has cost me a $500 sale today as I promised a customer it was due today. As we do not have it, she is going elsewhere and I lose out from someone that is incapable of doing their job correctly. I know it is a target time but when the tracking does not mention the delay, just "Clearance Event", we expect the target time to be pretty close to what is stated on your tracking and as you have not contacted me at all, I only found out on the expected delivery day what the issue was from my own investigations.

It has been in Auckland for 5 days now and only needs to travel to Christchurch and by the time everything has been sorted out, it will be at least 2 more days delay from someone not contacting me which could be the end of the week all from a simple email.
What I find it so annoying is, you had someone enter the issue on to the computer, so why couldn't they complete their job and contact me to sort the problem out. All my details are in front of them.

I have sent the required invoice to be processed at 10am Monday morning. This review will be updated on how long this gets resolved, I think a real time public review is in order here because this is not good enough.

UPDATE:
Well someone did acknowledge my email 5 hours after I sent it, to tell me it will now take an additional 24-48 hours to process before I get the amount to pay for import duty and then they will send it down from Auckland, so going by this, 3-4 days extra. You had this on Thursday last week, If you emailed me when you had it and obviously knew there was an issue then, my shipment would be on time and with me now.
You keep holding things up and I will update for everyone to see how poor you are also dealing with this.

A very well deserving 1 star review.

I hope your stuff will be honest for a beginner like me and it's my first time to send. But he is the one who offered me what I want to pay a small fee and no customs tax.But when it came to the Philippines, my wife paid a lot. Receipt of custom 10,000 and DHL 1,294 and a month before it was delivered to my residence in Malabon.I hope you find a way to return the money I paid to the Philippines because you are the one who lied. He taught me an idea that I trusted. On your stuff girl at the wellington DHL branch.

Package arrived in Auckland since last week friday. Haven’t heard anything from them today. Not sure how long it takes them to deliver 1 domestic parcel?

I got a delivery worth $479 dollars. The driver delivered it to the wrong address. Paul customer service agent send me the photo of the proof of delivery, upon checking it’s not our house. but they on insisting that it was delivered on the correct address. I have to take a legal action on this.

Today I received multiple messages saying my package was out for delivery and should arrive before afternoon, now customer service has said it was always supposed to come 2 days from now. If that was the case why wouldn't that be shown on my tracking instead of after calling customer service. I've stayed home all day long waiting for a package that I was literally told was on the way, but didn't show up. No sympathy or care from customer service either. Dogsh*t company.

The staff at the Hamilton NZ depot weren't sure what to do with international shipping. I had to manually write out everything on a specific sheet of paper ( I had everything typed out for them). They then had to manually enter the same info into their database. This literally took 5 hours. Then, we later received an email stating we had to enter all the shipping info plus include passport info for both shipper and receiver not once but 4 more times over the week!!! Ridiculous! They need a better online system! I will never use them again.

Unbelievable, horrible and worst Customer Service in the World I ever experienced from DHL Auckland:
I don't know Where to start, sluggish and worst Customer Service, if you complain about the way they handling then they will take a revenge and make your DHL EXPRESS package move like a tortoise, they will not do any update, they will not forward your consent to release your package from any relevant authorities and they will do there best to make it as slow as possible, there are no words to express my frustrations with DHL Customer Service team in Auckland, if you complain about them, then they will monitor your package and make it slow as possible to frustrate you more. You must have to leave your work, your family time and everything and you have to keep asking them for any updates and asking them to forward your email for the clearance, Unbelievable and couple of them will talk in a different tone and sarcasm you. You can completely understand from the the way they talk, This is completely not professional at all and I never ever going to use their services in New Zealand, I think it's useless to spend too much money only get rubbish services. Very very bad customer service.

I had a delivery ($500 computer part) from overseas that would, according to the DHL tracking, be delivered on Monday while I am at work. I scheduled this to be delivered today, Wednesday, my day off. This was confirmed in the tracking status. It is now 16:15 and still no sign, so I called DHL only to be told that it had been rescheduled to tomorrow WITHOUT INFORMING ME ABOUT THIS CHANGE! The tracking website, updated at midday today, stated that the delivery date was today, not tomorrow when I will be at work. I have sat around all day waiting for the delivery when I could have been doing things I needed to do, like shopping.

I guess that once they have the money for the delivery it's basically "Yeah, whatever, maybe if we can be bothered. Sucks to be you".

Unreliable and vague timeslots. A parcel was stolen from my doorstep containing a £250 order and they took no responsibility and customer service was incredibly smug offering me ‘advice’ so that in future parcels might not be stolen. Outrageous

A driver came to my house, knocked and couldn't wait even 5 seconds for me to answer the door. I called DHL and asked to track him down & get my parcel delivered but they can't find him. DHL also just expects me to be home at all time for them, I have to work?!?!

DHLs website always says a parcel is still in Auckland when it's actually with the local depot so you're not expecting it that day, then suddenly it's out for delivery earlier than scheduled and without any notice. If it's an Apple product, they won't accept your Authority To Leave without a signature, they also won't redirect your package unless they get email authorisation from Apple which takes two days (which they don't tell you). You can't speak to a local depot to arrange collection because they refuse to give you a number or transfer you, everything has to be done by email, and it almost never gets done within 24 hours. There are no satellite agents in smaller towns where you can arrange collection from, so you have to drive to the nearest city. The customer servce desk give you template answers for everything, and they won't let you talk to anyone who can actually help. There is never any promose of follow-up.

Suthar is my DHL delivery guy in Morningside. Very professional, polite and efficient. DHL is more expensive, but, it gets the job done.

Great customer service over the phone! Quick and efficient!
Very happy with them

Terrible courier service. I was waiting for my parcel and didn't know that DHL is the courier company who's the tied up company to deliver it, didn't receive the parcel I am expecting, no one called me to inform that they can't deliver it to my mailing address which is a Parcel pod address since my home address mailbox is not secure (couldn't be locked) and found out today that it was returned to the sender. Totally disappointed. No effort made by the delivery person to contact me or anything.

Parcel came through multiple countries and customs clearance was very quick. It reached the destination city in very quick time, and then, guess what? It sat in Christchurch for days on hold until DHL Express Christchurch could be bothered to deliver it.

I noticed that my Parcel was addressed to the wrong address, my mistake. Within 20 minutes of receiving the tracking number I called them. They said I needed to wait till it arrived in NZ from Aussie before a reroute can be done. I wait and within the hour of it touching down in NZ I call to ask them to reroute. The guy is very confident "yes all good, will arrive the the new address". 2 days later I receive a photo of it in front of the mistaken address. I gave them 7 days notice, from the moment the parcel touched a DHL mail van to reroute the address, and nope. I called them again within the hour of it being delivered at the wrong address, and they say they will get their "recovery team" to work on it and they'll call me in 2 to 3 days. They called me 2 hours later instead, telling me they changed their minds and there's nothing they can do. I called them putting forward a claim, they say nope, "parcels reroutings are not guaranteed". Other reviews keep saying the customer service is good. They're nice, very good at saying "im sorry" and "that must be frustrating for you" but in the end none of them did their job. Infact the only person who did his job was the delivery man, it certainly arrived on time at the address the man was given (even if it was the wrong one). It was the customer service and systems they have in place that failed here. They told me there was nothing they could do, despite at that exact moment the parcel was very likely still sitting on the doorstep it was left, who even was this "recovery team" what did they even do?

Took day off work as expecting package to arrive to be signed for. Didn’t arrive as DHL put down the wrong warehouse code. Asked to lay a complaint and no one has called to advise what going on so now looks like I need to take another Annual Leave day on Monday. So 2x AL days off for DHL’s stuff up.

the driver is so aggresive and will threaten you. i was so shock and scared for my life and for my document to reach its destination. now they call me and giving me excuses that my parcel will not be delivered today i pay them the right amount even is its too expensive as i have urgent document that needs to be delivered and the supervior is so rude the last time i talk to her so now when she call me to deliver the news that they cant deliver today sept 4 as it’s the paid delivery date its not informing me its saying i dont have a choice but the take it. I knew the driver who pick it up sabbotage my parcel and the supervisor who i complaint the misbehavior or the driver is covering it up as i did complain to her about the threat but the supervisor dismiss it.the only reason i pay expensively for this service because my document is urgent delaying it will cause a lot of money and can cancel my business transaction!

They don't know what they're doing. Got a email stating it would be delivered 28-8-23 and wasn't, okay that's fine, next day rolls around and get another email saying it will be delivered 29-8-23, and again it wasn't because even though I selected the no-signature option they decided they wanted my signature for whatever reason. Just can't wrap my head around it and now they are asking me to arrange a re-delivery.

Dhl is hands down the best delivery service. I received a package this morning from the uk in 5 days, arrived 3 days early. Also was awesome to see the live tracker once out for delivery with local courier. Top notch guys.