When Sue wrote in about DHL and said that she “wouldn’t use their company again on a dare,” she was dead on. If you think receiving packages with DHL is bad, just wait until you try shipping.I needed to send a package to Zagreb, Croatia last month and the only accepted shipping method was DHL. I knew that my package would only be 1lb, but I didn’t know what the box size would be. Luckily, DHL USA’s site doesn’t require dimensions for a rate quote. I was quoted $120.77 for International 2Day on the rate quote estimator and again when I created the shipment online. I shipped my package and went on my way.
However, next week I checked my Chase credit card balance (on 10/18) and saw that they had charged me $873.68!
Yes, that’s an extra 623%! I immediately got on the phone with a DHL Customer Rep named Brenda who told me that the weight of the package had been input as 47lbs! Thankfully, she was eager to help me and put in a request for a refund. She said that it would be two business weeks. So, I waited for a bit, and called to get updates; each time I called, though, I was told that it hadn’t processed.
After two weeks, I called in (on 11/2) and was told that the refund was rejected. When I asked why, the CSR said that I had been sent a letter explaining the rejection (a letter which I mysteriously haven’t received to this day). She first told me that she couldn’t find out why but more pressing revealed that the original CSR, Brenda, forgot to include the waybill number. I’ve only shipping this one package with DHL, so there shouldn’t be a discrepancy about which package it was – God forbid they do any digging! She told me that she could reprocess the refund; at this point, I asked to speak to a manager. I was then transferred to an escalation specialist, Melanie S.
Don’t worry, this is where it gets good-
Melanie S. completely empathized with me and told me that she would escalate the refund and, though the normal process takes 10 business days, it should happen faster. She also gave me a confirmation number (110200521) and promised a callback. After a full week of waiting for a callback, I decided to jump back in to see if any progress had been made. Melanie said that she didn’t have a personal number, but I could call back and ask for her. When I called on 11/8, I was escalated to Jackie, who told me that Melanie had left for the day. She told me that there was nothing she could do about the matter, especially since she didn’t want to “step on Melanie’s toes.” She promised to email Melanie and leave a sticky note on her desk. She gave me confirmation number 110810715.
The next day, Friday 11/9, I called in at 4:20PM and my call was received by CSR Jerome, who, quite rudely, wouldn’t even let me finish my sentences before putting me on hold. I was escalated to Jae, who put me in contact with Melanie. Melanie apologized and said that she had received both messages but had been very busy. When I inquired about the refund, she apologized and said that she had received an email from the back office stating that they had, and I quote, “forgotten about it.” I almost lost it at this point, but I remembered that staying calm was essential to actually getting what you want. At this point, I asked to speak to her manager.
I was then transferred to Jessica Holder, who again, completely empathized with me and apologized. She said that she would personally handle the situation and that she would expedite the process. When asked for a timeframe, she expected to have a check express mailed out to me by Wednesday of next week. She gave me her personal line – 281 406 2851 and promised me a call back.
Today, Monday 11/12, I received a voicemail from Jessica at 10:13 AM. Needless to say, I was impressed that I had actually received a callback this promptly. The voicemail said that she would have a check out to me at the end of the day. However, the amount refunded would only be $549.96. Because I hadn’t entered the box’s dimensions on the shipping page (which aren’t required for a rate estimate or shipping a package), the total for a 1lb 12″x12″x12″ box should have been $323.70. I told her this was absolutely unacceptable and I would not be paying an extra $200 over what I had been quoted online – twice. After I realized that I was getting nowhere with her and asked if she was the last ladder on the escalation rung. Surprisingly, she said that she would transfer me to her manager.
After a few minutes on hold, Jessica came back on and told me that her supervisor, Cynthia Johnson, had just gone to walk some clients downstairs and would be right back. Jessica said that Cynthia would call me right back, but I got her direct line – 281 406 2924. The phone call had ended around 11AM. More than four hours later, I had received no callback and repeated calls to Cynthia and Jessica went unanswered. The transaction originally went on my Chase Freedom credit card and I decided that I needed to see what Chase could do for me if DHL never pulled through.
I called Chase’s Credit Card support line (from gethuman.com) and was transferred to Account Specialist Derek. After verifying my information, Derek asked what the problem was. I told him that I had been overcharged by DHL and needed to see what recourse I had. I gave him the amount of the charge and the amount that it should have been; he asked to put me on hold and I obliged. After a minute or two, Derek came back on the line and said that he had refunded the difference, $750.98, and it should be credited to my account in 48 hours or less!
I wasn’t even asking for a refund yet, I just wanted to know what I could do! I thanked Derek for his help and great customer service and checked my phone timer – less than six minutes! DHL couldn’t resolve a six minute problem in three and a half weeks! I checked my Chase account and found a refund for the $750.98 less than 12 hours after I spoke to Derek.
I’d like to thank Chase customer support (I know that they don’t have the best rep in some situations these days) and want to say shame on DHL. The service there was horrendous, actually getting worse as I worked my way up the ladder. I would never use their service again, not even on a dare. And, of course, thanks to the Consumerist Team for making average consumers like us aware of all the options we have.
Matt G.
(Photo: Maulleigh)
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I’ve had so many bad experiences with DHL, it’s not even funny. By far the WORST shipping company EVER. I had a package delayed for 3 weeks, removing me from getting back a $100 rebate.
@Brad2723: “I don’t know of any other company (UPS / FedEX for example) that will sit on a package if it arrives early, they go ahead and deliver it.” Actually, UPS does this routinely. If you pay for regular ground service, UPS will tell you what day to expect delivery. Then if you track the package using UPS’ online tracking system, you can see how the package zips out to the first few destinations along the way, then sits for days at the next to last or last facility, so that it will, indeed, arrive no earlier than the stated day. There’s no other way that a package could actually take 5 to 7 business days to get from one American city to another, unless its been sent by burro. It’s in UPS’ interest to make sure that nothing gets to its destination quickly unless the sender pay up for expedited handling.
@Andr0: Yes, that’d definitely be sarcasm. It’s not exactly the #1 tropical hot spot people think of for a holiday. I’m not exactly a cold weather fan myself, ‘though my NYC job is teaching me that it’s not all bad.
@MommaJ: I actually don’t mind this “flaw” with UPS. I travel frequently and have friends pick up packages for me, so I appreciate knowing exactly when the package will be there. That doesn’t excuse UPS of all its other sins ‘though.
@FLConsumer: Ouch, FL, that hurts
To be honest, I will agree with your point – if your idea of a vacation includes a beach or sunbathing, Zagreb is probably not for you – like most of Central Europe, it has a somewhat humid, frequently overcast and rainy climate.
Nevertheless, that doesn’t make it a ‘bad destination’ by default – for culture freaks, sightseers, gourmets or party beasts, it is quite a spot, with plenty to keep you entertained – and sunny Adriatic is less than 2 hours away, by car
Sorry for threadjacking, peeps, one has to defend one’s colors.
I have to call B.S. on this complaint.
I work a direct mail shop and one my stock boxes is 12 1/8″ X 11″ X 11″. The cardboard (standard thickness) itself weighs 1 pound. (yes I put it on our accurate postal scale) So that makes me wonder what did he send in his package, air?
I also went to DHL’s site and created an account. Right under where you select package type is the dimensions. If you don’t give them the proper info they can not give you a proper qoute. Sounds to me like you did a lot of guestimating when you gave your info.
At this point Matt has ripped off DHL, he should pay for the cost of mailing a 12 X 12 X 12 box that weighs 1 pound. (I still don’t believe the weight)
@StevieD:
You have explained it very well, thank you.
I can’t speak on sending, but receiving I can. I live literally a
block away from the DHL depot in my town, I can see the yellow DHL
trucks parked every night in their parking lot from my entryway. So why
is it that they canot seem to find my house?! they are 0 for three in
deliveries to me, once they had to give it to the postman to deliver,
and twice I got it delivered by a neighbor another block down who DHL
had delivered it to. I did get a delivery the other day though, for a
person a block away in a different direction, AT 6 AM. Use DHL at your
own risk, I won’t.
I had a package that showed out for delivery and I never got it. When I called, they told me that the drivers are not able to deliver packages after 5(?). Oooookkkkkk. I’ve had some other issues with our local office where they will send the item back after 1 delivery attempt. I strongly suspect that because I live in the country that they don’t even attempt to deliver to me. I think they make it up. My husband was home on one of the alleged delivery days, no one rang the doorbell or knocked. I hate DHL.
mgyqmb: Everyone has their own horror stories about all of the major carriers. I’ve found that they vary depending on where you’re at.
Up north, I hated Fedex because their idea of checking to see if I was home to sign for something was driving near my house apparently, then I had to drive 20 miles to pick up my package.
Down south here, it’s UPS who does that (they appear to at least slow down as they drive past and glance at my house), then I have to drive 25 miles to get my stuff.
So, as in many anecdotes here on the “Consumers are Stupid”…err “Consumerist” web site…YMMV.
@StevieD: I am a CONSUMER. Let ME explain the rules.
The rules (all of them in life) are made up by someone OTHER THAN YOU as you go along. Sometimes you like them, sometimes you tolerate them, most of the time they’re FUCKING STUPID.
And arrogant pricks who “KNOW THE RULES” will continue to post anonymously on the internet, hiding behind a keyboard, about how much smarter they are than the rest of us, and especially on this site, how we are fools to expect any kind of CUSTOMER SERVICE.
Any other questions?
Good coffee this morning!
@FLConsumer: fer real, an estimate is one thing. refusing to fix a clerical turned financial error is another. StevieD maybe you should learn to read before you espouse rules.
I’d be leery of Chase’s override. I know I contested a charge with Citi, they took off the charge immediatly but sent me a thick packet of papers to fill out. After 3 months, they investigated and the charge was put back on the card.
DHL customer service is a nightmare it’s a complete miracle that they actually stay in business. As for the person that wrote, she should of checked the United States Postal Service is this much much cheaper and the customer service is great!
The company I work for shares a parking lot and parking garage with a huge DHL regional headquarters. From what I have witnessed, DHL employees fall into one of 3 categories: Zombies, humanoids, and the living dead. They wander in a stupor in front of speeding cars, drive the wrong way down the road, get in the wrong elevator because they can’t figure out how to get where they’re going, stand in the middle of the garage ramp like sheep while cars are arriving for work, etc. After what I’ve witnessed, you’d better believe I’ll never purchase anything shipped by DHL, much less ship using them.
my OTHER THAN YOU above was directed at everyone in general as in we (us) don’t get to make up the rules
Well, if it is like my credit card company, that credit will only be temporary. Within a few days, paperwork will show up in your mailbox from Chase asking you to officially protest this charge and then the whole process will start. If Chase does not like what they hear back, you could still be on the hook for the charge. I have been down this road before.
UPS broke my microwave when I used them to move. They never showed up to “inspect” it, like they said they would to process the claim, and gave me the runaround, telling me to call different offices. I eventually gave up, but I boycotted them for 10 years. Used them once last year, but I still avoid them if possible.
FedEx has left me notices on my door WHEN I WAS HOME. How lazy can you be that you can’t ring my buzzer or knock? I live in a studio apt so it’s not like I can’t hear you.
I’ve never used DHL, but I’m sure it sucks.
USPS is the best – you pick up the package at your own convenience at your neighborhood post office, period. Also, it’s much cheaper. I once had them return a package I sent to Miami that was never delivered, but other than that, no problems.
@gingerCE: Yep, the problem is that the credit card company is not going to eat the charge so it either has to be the customer or DHL and if the credit card company can’t get a good answer from the company as to why the charge should be reversed, back it goes to the customer. It seems as if it should not be a problem in this case but you never really know. If DHL makes a good case (tells a good lie), he is back on the hook. I promise you that Chase will not be responsible for these charges.
@Abusiveelusive: Yeah…. ignore that. Call it his “Having to sit through 3 weeks of terrible CSR” fee.
Only problems I’ve had with dhl is them leaving packages right on the doorstep to my apartment in full view of the parking lot and about 30 other apartments. Especially annoying since I always choose “signature required” option when getting anything delivered from fedex, dhl, etc…
I don’t work for DHL, but as a field technician for IBM, Dell, and Lexmark, I have to deal with them because that’s how they send all their replacement parts. I use them for all my shipping because my laziness knows no end and it’s easy for me to use DHL since I have to go there every day to pick up parts.
The reason the OP didn’t have to enter dimensions on the shipping estimate or shipping tool on the website was because she didn’t select the proper packaging type. There are three options, “DHL Express Envelope” which doesn’t require dimensions because they’re all the same size. “DHL Other Packaging.” Again, doesn’t require dimensions because they aren’t larger than YxYxY. The third and final option is “Your Packaging” which you are REQUIRED to enter dimensions.
Sue’s problem is she shipped her package as a “DHL Express Envelope” which is what her quoted rate was for. It was not for a 1 cubic foot package. Sue is the one to blame here as FedEx and UPS both also have a similar option on their shipping forms and websites.
@Brad2723: You’re expecting something for nothing. UPS and FedEx will do the same thing depending on how busy their center is. DHL has to get out shipments that are guaranteed for that day FIRST, if there is room on the trucks they’ll add in any extra to get it out of the way. Because your package wasn’t guaranteed to be delivered for another two days you got bumped so that stuff that was guaranteed ahead of you could ride. If you wanted it two days sooner you should have paid for a speedier shipping service. I’ve had stuff on FedEx Express Saver arrive next business day, and other times its sat in Ft Worth or Lubbock TX for an extra day.
I worked in management for FexEx and am now a shipper using UPS, FedEx, and USPS. All have positives and negatives, and for the most part it can be a crap-shoot. I will NOT use DHL based on any number of criteria you want to use. The only advantage (in some cases) is cost and there’s a reason for that.
Nearly all of the DHL delivery drivers are independent contractors. This is similar to FedEx Home/Ground operations, however DHL does not have a well groomed system. Very high turnover, poor training, and poor oversight results in the pathetic service you see reported here by DHL customers. In addition, they have very limited resources outside the metro areas which means…good luck on getting an overnight package to a rural area. Their association with USPS is almost required due to their limited network of personnel.
UPS/FedEx/etc will all hold packages to certain destinations if it’s within their service window. This is largely used for rural delivery areas during non-peak times when it wouldn’t be prudent to drive 15-20 miles to deliver one package. This is also where associations with the USPS is beneficial.
A 12x12x12 package to Croatia will cost far more than $120 regardless of whether it really only weighed 1# or 5# due to dimensional weight charges. She should have disputed the difference between the amount charged and what should have been charged, but it’s unreasonable to argue that $120 was the correct amount for such a large package (by express service standards). That being said, just like DHL’s service, their website is similarly bad for getting an estimate. The original poster also didn’t state whether or not she used a DHL box or her own box. Although in the scheme of things, it really doesn’t matter.
I am awaiting a package shipped via DHL. Nordstrom’s didn’t provide shipping information-smart move because I would have cancelled the order as soon as I saw DHL listed. It is now the 5th day on my 2-4 day shipping service. I can’t call because they passed it to USPS and the shippiing number doesn’t apply. I can’t get anyone on the phone either. I hate DHL!!!!!!!
DHL once delivered my “next day, signature-required” delivery of a replacement debit card (in the same envelope as the new PIN, mind you) 7 days after the order.
…to my neighbors….
…front porch.
(never. ever. again.)
I can’t figure out how DHL does things so differently. I live in Stuttgart, but used to live in DC. In DC, DHL was delivered half-assed by totally sketchy guys who looked like they were one failed drug test away from unemployment or the klink. Here (Germany) DHL is delivered by the German postal service. I usually get next-day delivery, and they’re, you know, all German about being efficient. What’s the deal?
What a totally lame company. I can download and fillout a “request form” for an “investigation” of the item they claim they deliverred (I checked with my neighbors and none of them have been holding it for me!). One small problem about the “form” it’s in German! For all future mail order purchases, I will have to specify to not ship it via DHL!
I work for a company that was trying to send an oversized package to Guam and Afghanistan. The packages are military training equipment. They gave us quotes. Then a week later they told us they needed to requite the shipping (quotes are supposed to be good for 30 days). Granted before this happened US Army contracting really slowed down us getting the order, but the time frame we had to get the equipment on site never changed. We got our order, and I called to schedule the first shipment to Guam. They said they would pick it up Friday morning. Friday afternoon I called to see when they were going to pick up the oversized package, and they informed me that all shipping flights to Guam were canceled. The US Army in Guam called the local DHL, and they said not a single flight was canceled. I called the corporate offices on Friday and Saturday. What I then found out, they never entered a pick up from our location and never booked us space on the cargo plane. I was informed by the company that operates the cargo aircraft that the flight would not have been canceled if they would have booked the space. DHL’s answer was to re-quote the shipping. Some how our shipping cost to Guam went form $13,000 to over $42,000. Since this was tied to a military contract, we couldn’t get any more money for shipping. Then the revised their quote (without me asking them for a re-quote) to Afghanistan. The price jumped from $23,000 to $48,000. I understand that fuel costs are on the rise, but more than doubling a cost for just shipping is absurd. I had less than 48 hours to find another carrier. The carrier we used cost a little more, but I can at least trust them to get the job done on time. DHL made it very difficult to even try to do business with them on top of delaying training equipment that is vital for troops deploying.