Wednesday, 12 September 2018

DHL Express - do they really care

On the 31st August, I ordered myself a new phone. It was due for delivery on Wednesday, which then changed to Tuesday. Anyway, Tuesday comes and I get an email at around 16:38 - my phone had been signed for (obviously but a relative, as I was at work). Anyway, when I left work at 17:00, I checked and it turned out that it hadn't been delivered. When I got home I called DHL to see what was happening and they couldn't get hold of the driver.

Anyway, for the rest of the week, I called DHL once a day to find out if there had been any updates - but nothing. I kept getting told I would have to wait - even though I had spent £476 on that. On top of that, the calls cost 7p plus a 63p connection charge per minute. By the end of the week, we had spent £24 on phone calls (as the line is not a normal free line). On Monday, I was told again that the driver wasn't in work. The call dropped as I hit my limit although they did call me back to allow us to finish the call.

DHL need to realise that this is completely unacceptable. I have spent my hard earned money on a new phone to find that it has been given to the wrong person and therefore I have to put up with ages of investigations.

One thing though, I do commend their call centres as I have never been on hold for more than 2 minutes whilst waiting for someone to pick up. I guess there's one thing that's good about them.

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