Worst Business Experience of my Life! A personal rant..
Welcome!
This blog is about the most painful business experience of my life - trying to get a package delivered using DHL (which still hasn't been delivered, 20 days on).
Dealing with DHL has been a NIGHTMARE, and I feel I need to share what has become an awful daily experience with them on the internet so and invite anyone else out there who is equally tearing their hair out to do the same. Here we can vent our anger and frustration about the whole sorry affair in the hope that some day... some day... DHL will wake up to its bad systems and DO something about it!
For today I begin with a brief description of the journey so far. I have spent 8 hours over 20 days, 32 emails and 12 phone calls to DHL to try and get four parcels delivered. The problem started with DHL Germany putting a bad address on the package. The package was stalled this end because of this incomplete address. I didn't know about this because the reference number Germany use is changed when a parcel arrives in the UK. Therefore there is no way to trace the parcel yourself online. After a day of searching through the DHL website, I filled in one of the online forms relating to something else and pleaded for help tracing my parcel. Eventually I received an email from a lady there who said she couldn't trace the parcel. After a few emails another lady there found the parcel and explained that the code was changed in transit (WHY???!!). So woohoo, we could trace the thing. We then found where it was and that the address was wrong. So the lady on the email forwarded the correct address over to the depo by email. Another two days and nothing. We traced the package again. Returned due to bad address. This time the DHL lady called to give the new address for redelivery. Scan said the parcel was out for delivery. Excellent. Next day - back to the depo. By now the customer receiving the parcel had started to get really annoyed. I than called the Vauxhall depo myself. Three times I went from being on hold for ten minutes to being directly cut off - a busy tone! Three times! Eventually when I got through I could hear all the 'busy' people in the background who hadn't answered my previous calls chatting away about their weekend activities! I spoke to the first guy who said he was the wrong dept. I was transferred. After three transfers I spoke to someone. This guy said that the reason why the package wasn't delivered was because DHL used a bad company called James Transport - and he said they were 'cowboys' and that the parcel I wanted delivered was on the end of his route so he had clearly run out of time and put bad address in the scan as an excuse for not delivering. The DHL lady on the email also said one day that the package (which was delayed for a week and a half at this point) was not delivered as the driver 'ran out of time'. I have this on an email from her.
So the guy at Vauxhall got hold of the package for me. He called back and said that actually the address was incomplete. This after us sending over the address details a number of times. So, he completed the address and said the parcel would be put back through the system for Monday. Monday morning.... scan said that the package had gone back to Hatfield. That is the sorting office. HATFIELD?? WHY??? So no delivery again. Meanwhile I had travelled up to my customers address on Friday and hand delivered another package to keep him going until he got the full parcel of goods. I had to give away £25 product and waste 2 hours of my work to do this as well as spend £6 on travel costs.
The situation now is - DHL will look into this (my lady on the email) and hopefully they will try to redeliver tomorrow. But the package is not a priority and by the way their service is not guarenteed.
Well that's where I am up to. I won't start on the other packages which are simultaneously held in transit and with which I am experiencing similar problems. This one is enough to rant about for now.
Please.... is there anyone in the world who hates DHL as much as I do right now - or someone who can suggest a GOOD courier company instead?
Again.. feel free to reply or have your own DHL bad experience rant.
Best Wishes for now,
Sally
This blog is about the most painful business experience of my life - trying to get a package delivered using DHL (which still hasn't been delivered, 20 days on).
Dealing with DHL has been a NIGHTMARE, and I feel I need to share what has become an awful daily experience with them on the internet so and invite anyone else out there who is equally tearing their hair out to do the same. Here we can vent our anger and frustration about the whole sorry affair in the hope that some day... some day... DHL will wake up to its bad systems and DO something about it!
For today I begin with a brief description of the journey so far. I have spent 8 hours over 20 days, 32 emails and 12 phone calls to DHL to try and get four parcels delivered. The problem started with DHL Germany putting a bad address on the package. The package was stalled this end because of this incomplete address. I didn't know about this because the reference number Germany use is changed when a parcel arrives in the UK. Therefore there is no way to trace the parcel yourself online. After a day of searching through the DHL website, I filled in one of the online forms relating to something else and pleaded for help tracing my parcel. Eventually I received an email from a lady there who said she couldn't trace the parcel. After a few emails another lady there found the parcel and explained that the code was changed in transit (WHY???!!). So woohoo, we could trace the thing. We then found where it was and that the address was wrong. So the lady on the email forwarded the correct address over to the depo by email. Another two days and nothing. We traced the package again. Returned due to bad address. This time the DHL lady called to give the new address for redelivery. Scan said the parcel was out for delivery. Excellent. Next day - back to the depo. By now the customer receiving the parcel had started to get really annoyed. I than called the Vauxhall depo myself. Three times I went from being on hold for ten minutes to being directly cut off - a busy tone! Three times! Eventually when I got through I could hear all the 'busy' people in the background who hadn't answered my previous calls chatting away about their weekend activities! I spoke to the first guy who said he was the wrong dept. I was transferred. After three transfers I spoke to someone. This guy said that the reason why the package wasn't delivered was because DHL used a bad company called James Transport - and he said they were 'cowboys' and that the parcel I wanted delivered was on the end of his route so he had clearly run out of time and put bad address in the scan as an excuse for not delivering. The DHL lady on the email also said one day that the package (which was delayed for a week and a half at this point) was not delivered as the driver 'ran out of time'. I have this on an email from her.
So the guy at Vauxhall got hold of the package for me. He called back and said that actually the address was incomplete. This after us sending over the address details a number of times. So, he completed the address and said the parcel would be put back through the system for Monday. Monday morning.... scan said that the package had gone back to Hatfield. That is the sorting office. HATFIELD?? WHY??? So no delivery again. Meanwhile I had travelled up to my customers address on Friday and hand delivered another package to keep him going until he got the full parcel of goods. I had to give away £25 product and waste 2 hours of my work to do this as well as spend £6 on travel costs.
The situation now is - DHL will look into this (my lady on the email) and hopefully they will try to redeliver tomorrow. But the package is not a priority and by the way their service is not guarenteed.
Well that's where I am up to. I won't start on the other packages which are simultaneously held in transit and with which I am experiencing similar problems. This one is enough to rant about for now.
Please.... is there anyone in the world who hates DHL as much as I do right now - or someone who can suggest a GOOD courier company instead?
Again.. feel free to reply or have your own DHL bad experience rant.
Best Wishes for now,
Sally
posted by Sally at 8:05 AM
2 Comments:
I am very disappointed the way my parcel handle.
I have two parcel to be deliver on 1/11/12 AWB: xxxx and xxxx. When I contact customer service they assured both parcel will be deliver same day. To my disappointment the deliver boy only sent AWB: 1504138613.
When I contact customer service, they will ask someone from the department to contact me. Ms.Saras contacted me and inform that the parcel can be arrange to deliver between 7pm-9m same day. I told Saras that I won’t be around at that time and urge her to send next day between 9am -12noon. I told her can’t be waiting too long since need to open my business as I have wasted time waiting too long and need to close my business on 1/11.
Again they did not keep their words. The delivery boy failed to show up the time I request. Reason given: overload work and high traffic jam.
Staffs are not well trained , poor skilled staffs…staffs not able to keep up their words.
I already told my supplier not to use your service since is very bad and poor.
dhl service in malaysia stupid and lazy and bad
I too have had high headed experience. DHL comes after 3 and leaves a note. I call back and suggest that I can go and pick it up..the call centre person tells me ..sorry not posisble. Can I speak to a Manager..No..no manager/supervisor in call centre???? He finally gives me address to pick up and gues what...not possible at 9.30am in the morning...we have loads of work to do...come at our convenience not yours Mr Customer! How is that for courier service when an express shipment is booked...this guy was stubborn and DHL would not budge to make things happen....
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