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My experience of DHL is one of total incompetance, lazyness and rudeness.
I had a parcel sent from Germany and unfortunately they didn't put the full house name on the parcel, still it had the rest of the address in full and the postcode... as we can't expect the driver to think for himself and call us on the contact number or go by the postcode (we are the ONLY house with that postcode) it was returned to the depot.
I called DHL the next day gave them the full house name and was told it would be delivered the following day, even though I had phoned them at 8am it wouldn't be 'convenient' (his words) for them to put the parcel on that days delivery.
Guess what? The next day it was returned to the depot. When I finally got through after been put on hold several times and for at least 15 minutes no one seemed to know what had happened, the address was correct etc.
I was given the number of the depot it was supposed to be at, Manchester, when I rang up they couldn't check because I had a 20 digit reference number and they only dealt with 10 digit ones. When asked if they could check using the postcode (which I know other couriers such as Citylink and Homedeliveries can) she said she couldn't and to try ANOTHER telephone number in Warrington ****PLEASE BEAR IN MIND THAT THESE NUMBERS ARE 0870 NUMBERS WHICH ARE VERY EXPENSIVE, AND WHEN ASKED THEY DIDN'T HAVE THE LOCAL TELEPHONE NUMBERS FOR THE DEPOT WHAT A LOAD OF CRAP!!!***
I tried the first number again and was told they would send it through for delivery Monday....GUESS WHAT same thing happened again...by this time we had rung up around 8 times, gave them the full address, a detailed description of where we are (on a main road) and TWO contact telephone numbers....IT STILL WENT BACK TO THE DEPOT!!!
Over the next few days we tried to find out what was happening, finally spoke to Manchester depot AGAIN and managed to assertain that it was there, asked to speak to the manager who "wasn't around at the time" asked for a call back...NOTHING. Emailed the custgomer service department... got an email back saying "sorry you've had a problem, please contact the depot and they will sort it out" The whole complaint was about the depot and the ignorance and non existant customer service WHY would they tell us to contact the ones we were complaining about???
The whole company is staffed and run by idiots.
Evetually I got so sick of it I asked the company from whom the parcel came to give me a refund (which also wasn't easy).
To top it all it turned up on Friday, the driver said he'd been given the directions as being a mile up the road...I'd seen him drive past the house on Thursday!! When asked why he didn't call one of the contact numbers he just shrugged...GREAT SERVICE DHL.
I refused the parcel so god alone knows where it is now.
I have had on eor two things delivered by DHL in the past and they always seem to have a problem. I dont know why as other courier companies have no problems at all and even if they are unsure they use a marvelous invention called the telephone to call and ask for the exact location.
I would advise anyone to avoid using DHL at all costs, they are incompetant, rude and ignorant. I wont be using them ever again! When asked for this review to give them stars I wanted to not put any, but I had to put 1, so please assume I by very poor I mean abominable.
We refused it because we had made alternative arrangements and had had the money refunded, plus the german company from whom we ordered the product asked us to refuse it so it would be returned to them.
Claiiiree 08.10.2007 12:27
why did you refuse it, were you not desperate to get it.....?