DHL Overcharges You $750, Doesn't Refund It Because They "Forgot About It"
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 will never do business with DHL either. Paid for 5-7 day shipping, my package arrived at the local dist. center on the 3rd day, and they were just going to sit on the package until the 7th day because it didn't need to be delivered until then. 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.
Woot?
@Brad2723: FedEx and UPS did that to me a few years back but haven't since.
I've never had any terrible experiences with DHL, but nothing great to talk about either. I received something from DHL this week and it was delayed by a day because according to the tracking page, it said "Shipment arrived at incorrect facility. Sent to correct destination." Idiots.
WOW! I thought the USPS was bad... I have a Chase card, and the customer service reps were awesome when I bought something that didn't work, and the store refused to exchange it!!! They just credited my account!
Thats DHL for ya...
I think they're cheaper that UPS or FEDEX...
@Brad2723: FEDEX does sit on packages until they are due for delivery. At least in my area. I received weekly shipments from them and went through this problem every week. It was awful.
So you got a refund from Chase AND a check from DHL?
Wow, Chase came through for someone? VERY glad to hear it. Rare, unusual, but glad someone made this one right. For $300+, you could have almost taken it there yourself. For $800+ you most certainly could have.
@FLConsumer: I've had a Chase card for a little over 2 years, and while I rarely have needed to call them, the few times I have called, they've been excellent.
Now compared to HSBC, who I have another card with, on the other hand......ugh. Their customer service sucks (well, what do you expect when you outsource to India and pay the reps nothing?)
I cannot complain about the service i've received from e-vendors who use DHL. I've received a few packages in FL, and each time they have delivered as promised, most times at least a day or two ahead of schedule (I paid for the ground shipping rate).
Perhaps it might be a good idea to blank out a portion of the direct phone numbers for the DHL staff the OP mentions? They don't appear to be customer service numbers for the general public's use.
@JiminyChristmas: Who cares? It's a work number. Maybe they'll all remember the paperwork next time.
The end made me chuckle. The idea that Chase can just fix the error in six minutes...an error that originated within a totally different company...it's just mind boggling. DHL is officially off my shipping list.
Between DHL overcharging and UPS always throwing my packages over the wall in my backyard (they even threw my iphone) I think I'll be using fedex as much as possible.
@yg17: I've had terrible service from Chase over the years. Rude reps, always trying to upsell me something I don't need/want, shutting down the card because of "suspicious activity" and didn't bother to call! My buying patterns remained the same, nothing out of the ordinary.
One of the times happened to be when I was on a business trip and I found out the hard way (when checking in at a hotel) that my card was temporarily suspended by Chase. Nice guys, real nice. The only reason I keep the account is that it has a high credit limit and most of my other cards have no limit, so it's better for my credit to just leave it open.
Contrast this to Wachovia. Very prompt and courteous service. Last week I needed to buy a fair amount of camera equipment from B&H Photo. It was late (~1am-2am) and I did the order online. The transaction went through fine. The next morning I received a call from my own Wachovia banker just wanting to make sure the purchases were mine and was very polite and apologetic about calling. I told her I didn't have a problem with it at all and am glad they called so quickly. The biggest thing: They never shut the card off at any time.
Back on topic: I just flipped through my ratebook for USPS rates to Croatia. Yikes! $83 would be about the cheapest 1-3 day shipping there, $200+ for a 12"x12"x12" 1lb box. Next time you might want to take a vacation to the tourist paradise of Zagreb yourself. might be cheaper.
Your confirmation numbers appear to be the date and time you called.
I was expecting to see UPS not DHL. That sucks but glad everything worked out. I have had countless problems with UPS. One time they received my package and said it was on a delivery truck on my side of the bay (SF Bay Area) but messed up and went to the other side delaying my order by a day. I avoid them like the plague.
Whenever someone chimes in with a comment like, "You should just pay with cash and you're a dope for using a credit card" point them to this story.
Chargeback!
I agree that DHL is the worst. They shouldn't be in business at all. My company dumped them and finally went with UPS after we had countless of problems tracking deliveries since they were recycling the tracking numbers.
I love that the story created a "Croatia" tag on the bottom, but was disappointed to see there were no other stories when I clicked. :(
Need more Croatia!
this happens with fedex all the time with my company. if you dont put in the dimensions you could end up paying more. it doesnt matter if the box is only a pound, if its a really huge box, they charge you more. not putting in the proper dimensions and trying to cheat the DHL online system is not DHLs fault. its like mailing something through the post office online. if you dont put enough postage on, they charge you later.
i think they said the size was not required by dsl...........
@HOP: its required when you use your own box. it says right on the website. if you use a standard DHL envelope or box, you dont need to enter the dimensions. if you use your own packaging, you need to enter it in. its right on the website.
my old company used to use UPS to ship out product. then my cheap ass manager thought that he could save 5% on cost by switching to DHL. the only problem was that DHL was so fucking lazy, incompetent, and whiny about service (they straight up lied about picking things up on certain days, claiming to be ready to pick things up saying we weren't there, which was an outright dirty lie) that we lost hundreds of customers. and ended losing mad money that quarter. in essence, you get what you pay for.
DHL service = Dumbass Halfass Lazyass service
Truthfully, I have to say that DHL's sometimes lax service can work for the consumer - if you have a business account and dispute charges, they usually don't even look at it - it just disappears from you account. POOF!
Holiday shopping reminder: if you use your Visa/MC-branded debit card for in-store purchases, always tell them to ring it up as "credit" and not "debit". This way, you'll get the benefit of the CC chargeback protection, should you need it.
When I order anything these days I go out of my way to make sure they do NOT use DHL. I am YET to have a good experience with DHL out of 10 or so packages. They managed to fuck up ALL of them in one way or another.
You ship with DLH? Fine. I shop else where.
DHL is the worst shipping company I have ever used. Sounds like other people share that opinion from the comments above. I paid a ridiculous amount of money for 2 day delivery only to have my package deliver over a week later. DHL sited problems with the weather causing the delay, interestingly though I shipped a package UPS ground to the EXACT SAME LOCATION on the EXACT SAME DAY and it miracously arrived 5 days before the DHL package did.
To top things off DHL refused to refund any money I paid for the expidited delivery.
I'll never use them again.....
I honestly don't know why people put up with all this BS before calling their CC company. Make one or two calls to the "store" or DHL in this case and then call your CC company.
Yesterday, I decided not to buy something online, because they used DHL.
The shipping charge was going to be $6.84 to send me a $7 t-shirt that would arrive in ten business days. Seriously, I don't live in the middle of nowhere, it shouldn't be that expensive or that slow. Plus, I hate that DHL drops it with the post office and has them deliver it the last leg of the way. It would have been *way* cheaper and, in my experience, quicker to have the USPS just deliver it the whole way.
@Kishi: Yeah, I don't like the integration with the USPS either. It's 2 companies who can screw up, and 2 companies to deal with when someone does screw up. Who lost/damaged the package? Who do you call to bitch at when that happens.
UPS has a service like that too. I'm currently waiting on a package now. Shipped last Friday, and I think it should be waiting in my mailbox for me right now (will find out in an hour when I get home from work), but it would've been here sooner if only one company handled it. According to the tracking, a whole day was taken up by "induction into the postal system."
We used DHL in our last company. I shipped a box of our products to Liberia in Africa. This was not a small box. DHL lost it! After checking with the customer that they had received it a couple of weeks later, they said no. Oh boy.
I had the tracking number, so called DHL. After much checking they said they COULD NOT FIND the package despite having a tracking number. Huh? What is the value of a tracking number than?
After more time wasting, it was decided that they would send me a refund form which I got about 10 days later. We filled this out with the value of the products (wholesale price only) and filed the form.
2 weeks later we got a rejection back, similar to the above story because some piece of info was wrong. That info was not germane to the problem.
I called and yelled at them and they then issued the refund.
I wouldn't use DHL for shipping anything if there is any other choice available.
I believe how chase works is they mail you a check for the disputed amount immediately, then if they rule in your favor you don't have to pay the money back. Don't be suprised when you find this out later.
There is no way Chase finished an actual dispute process in 6 minutes. They have to go through visa first.
I just us the USPS for shipping. I still haven't had a single problem with anything I've sent, and it usually gets there in two days. For $5-something, you just can't beat it.
A lot of people seem to have forgotten that the USPS does, in fact, deliver things.
I have to agree with XKeeper... I run a small business and we do 500-1000 shipments per year with the US Post Office -AND- their Global Priority Mail system. Due to the post 9/11 scaremongering and the resulting changes in mail policies, it's a royal pain in the ass to have to take stuff inside to the post office clerks every day, even when the damn thing is metered, but it always gets there.
On another note, how come when you buy something, the charge is on your credit card the next day but if you are getting a refund/cash back, it takes 2 weeks. They need to revamp the system so that refunds can be completed in a timely manner...as in right over the phone while i have your attention.
DHL could learn from UPS, FedEx, and the USPS.
I had purchased some goods and DHL delivered the box, according to the merchant and DHL. The box was nowhere to be found. It took three weeks of frequent calls and a freight claim before a replacement order was shipped, which also summarily disappeared.
The background: I live in an apartment building in an urban neighborhood. DHL swore the packages had been delivered. I had to assume the DHL driver left the box on the stoop, where it'd have grown legs and ran off in mere seconds after his departure. (Picture a schoolkid walking up to a box that said "Dell" on it ...)
The solution: the DHL driver decided to just pitch both boxes over my 1st floor neighbor's porch wall. Very helpful, considering the delivery address clearly said "3rd floor". The customer service was terrible and the delivery courier's actions inexcusable.
All of these DHL stories are a mystery to me. I do support work primarily with Apple computers, who seem to only use DHL for their shipping. Not surprisingly, this is what I use too. Throughout my hundreds of hundreds of packages received and shipped, I have been consistently amazed at DHLs great customer service and speedy shipping. It pains me to hear these stories. Maybe i've just been lucky!
@bravo369: There's no reason why they can't. I've had several times when I was issued a refund and it appeared within 30 minutes on my credit card.
Last summer my cousin was getting her wedding dress delivered from india through DHL. The package arrived at the DHL sorting station on thursday we call and paid some insane rate to have it over nighted for a sunday wedding. The dress finally showed up on monday the DHL guy left the box on the doorstep rang the doorbell and was gone like a ghost before i could open the door. To make matters worse the box was specially marked with next day and weekend delivery stickers in neon orange and yellow. DHL ruins weddings, and the delivery guys are possibly ninja the way they disappear so fast.
@babaki: If the box dimensions were "required" then shouldn't the website not let a transaction be completed without them? The OP says she was able to process her shipment online without entering dimensions...so how are they a requirement? That's more like a "suggestion"...
I don't think I've ever used DHL to ship anything but we receive some stuff at my office from them, and I've never had an issue. But like any other company, some people will have horror stories and some people will be all K-I-S-S-I-N-G with them.
I am a shipper.
Let me explain the RULES.
Online quotation are not valid prices, they are only an estimation of the charges. In the fine print on the quotation page will be a statement that basically says the quote is relying upon the information provided by the customer and is subject to change or correction.
If you get a verbal quote from a shipping CSR, the CSR will say something to the effect "based upon the information provided.... your cost would be".
The fine print on the bill of lading (the document that you printed and attached to the package) either has the terms printed on the bill, or you had to go through a confirmation screen (which stated the information) to print the bill of lading.
International shipping regulations are different than domestic shipping regulations. International shipments are subject to a tight density charge, where a package of a certain size (volume) will be charged a higher weight charge. Think of shipping a box of ping pong balls. Again, the legal information is all over the respective websites and documents and/or confirmation screens.
Bottom line, OP owes the amount deemed appropriate by DHL. What Chase did was inappropriate at best, and the employee that performed the chargeback should be immediately terminated for cause. I would strongly advice the OP to immediately seek legal representation as the charges computed by DHL are legally correct and should be collected from the OP.
BTW I do not ship via DHL. I would never ship via DHL. I do not like DHL. But at the same time it is wrong that an ignorant consumer tries to defraud DHL.
@StevieD: Credit card companies are legally required to accept your disputes and refund the money while they investigate the claim. It would be extraordinarily stupid to fire someone for that.
@StevieD: $800+ to ship a package to Croatia's defrauding the customer. Especially when it's in the system as a 47 lb package when it was only a 1 lb package.
Virtually all shipping companies (including USPS) now use some form of dimensional weight charge.
We had a very similar nightmare from hell using DHL. We fell for the "it is cheaper" deal and started to switch. We shipped then boxes of computers. They were packed really well since we were used to the way UPS abuses stuff. The DHL driver that picked up the boxes got mad at the guy that was there because he didn't have keys to the vehicle near the doorway so the driver had to hand cart them 15 feet. Then the driver THREW them airborne into the truck.
Well whatever then did to them on the trip obliterated heavy duty brand new shipping boxes and the computers inside. A couple even had the cases crushed.
DHL gave us the exact same run around and delays in the exact same manner as the person in the story. First they didn't have the claim form online for us to print then it took a month of requests and it not showing up in the mail. We finally got one on the 4th request. Filled it out and sent it in complete with pictures of the damaged systems sent to me by the person we sent them to. They gave us the run around and then rejected the claim. Then the same run around about why it was rejected.
We finally had our bank reverse it on our debit card that was used for the transaction. This in total sucked up 32 hours of my time over about 3 months.
BTW, if you want to avoid the after the fact adjusted or added on fees from Fed Ex or UPS, pay by check or cash at a drop off facility. Fed Ex was horrible about tacking on lots of arbitrary surcharges and running them on your card after delivery. If you drop of and pay by check or cash they don't. Other than that we were pretty happy with Fed Ex ground.
i've only ever received packages from DHL, and it had never occurred to me that receiving a package could be so complicated. they needed directions to my house, they could only deliver between certain hours, they got lost, they could try again, but only on a wednesday when the moon was in the 7th house, blah blah blah. eventually, i asked where they were (in a nearby town), told them to stay put, and went and got my package from them. can't imagine trying to ship something with them.
She promised to email Melanie and leave a sticky note on her desk.
Now that's a quality system!
@FLConsumer: Tourist paradise? Now, I must ask if you honestly think so or was that sarcasm? I'm from Zagreb myself, so I'm a bit biased - and more than a bit proud :)
As for expedited shipping of any sort from USA to Croatia... sigh. Yeah, tell me about it. The costs are ridiculously insane, and I must say reliability is very low - I had FedEx and DHL lose a good share of packages I sent to Croatia over the years, and both companies will simply tell you 'We cannot guarantee safety of your shipment once it reaches Croatia.' - a rather bold-faced lie that tries to place blame on local company, when tracking for packages usually shows them reaching Frankfurt, but not leaving it...
I don't understand why people try so hard with these companies. Call them ONCE and then call your credit card company. You're paying them to deal with this shit.
Both experiences I've had with DHL have been disasters. The first time was through work, and DHL RAN OVER the box, returning us one crushed missile nosecone and losing the other (non-crushable) part that was in the box. (Of course, my twit of a co-worker who actually shipped the thing didn't insure it, but that's another story.)
The second time I bought something online and the only shipping option was DHL. Somehow, between them and USPS, the package got lost and each blamed the other. I ended up thoroughly screwed on that one.
This is almost a course on how to deal with these people. Luckily you put in on the CC or this prolly woulda' taken a few more weeks. DHL is horrible, too bad they were the only option.