Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am extremely concerned about the delivery services/practices with DHL. On November 27, 2022, I placed an order with L'occitane en Provence. As I tried to track the order today, I found it was sent via the horrible DHL services, which gets it from one state/locale to another and then apparently places it with the ***** Given that this same situation has happened to me two other times, I'd say there is a thief someone along the line at that drop-off juncture. The updates from DHL ended on 12/1/22 after they say that they dropped it at the carrier facilities in ************, **. *** says they don't have any information from there. The **** says it hasn't been turned over to them. WT...! My tracking number is **********************. I have also called in a complaint to the retailer. My concerns here are that (i) time is money - I am spending too much time trying to find where the package that I paid for is, (ii) someone is stealing packages and this is costing every innocent person along the way time and money, and (iii) while I could just say that "oh, well, I know I'll get my package or refund at some point, it irks me beyond anything that there is so much money being flushed down the toilet as some thief or thieves just keep happily going about stealing away. I could be wrong - but as I've said, this has happened - this EXACT same situation - two other times, so three total. I see my next choice is my desired settlement. I'm sure there's no choice for this but I would like there to be an investigation and the culprits - or (benefit of the doubt and all) the broken process - to be caught, dealt with, fixed and the waste of money to stop.

  Business Response

  Date: 12/14/2022

  Greetings *****,
  
  We have reviewed the tracking information and researched the shipment details which indicates the package has experienced a service delay. There were no delays reported in the area during this shipments time frame.Research shows the other packages in the shipment that were sent to that zip code area were delivered. The available information does not provide any insight into the specific reason for the delay or why the package has not yet been delivered. There are times when an individual package may be delayed during processing and transit and there is no clearly identifiable explanation. This appears to be one of those cases. 
  
  Also, the package has not been scanned by **** since it was manifested on 12/1/22. Since the package has not received any tracking scans or updates from ****, we are not able to obtain any additional information from **** at this time. Many other factors come into play once we hand off the packages to **** i.e: weather, transport issues, sort facility capacity, mis-sent issues, packages lost in transit, scratched barcodes, damaged packages, mechanical issues etc...and yes sometimes even theft. We apologize that we do not have any other information available for this package.
  

  We recommend contacting the seller/merchant for further assistance. The seller can advise you as to the options available if you did not receive your package. They have the ability to take any necessary steps to file a claim with us per our contractual agreement. Sorry for any inconvenience experienced. 
  
  Sincerely,
  DHL eCommerce Solutions

• Initial Complaint

  Date:12/13/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DHL provides a customer support phone number. The manager I spoke to said they do not provide customer support. That the phone number is for tracking only. This is falsely labeled then. Offered no investigations as I was not the merchant. So I have a package sitting in melrose park for the last 6 days and the last update was DHL saying they tendered the package to ***** But no update from ***** So the only person saying it was given to **** is DHL. **** tracking does not display that same time stamp even though the **** tracking has all other previous DHL time stamps. This is classic symptom of the ecommerce facility prescanning packages while they wait for enough product to call for a **** pickup/drop off. So naturally no one is to blame and instead of just doing the job correctly. Or even offering to verify with the location. I have to do more work if I want to see my product or a refund. I am not a DHL employee why is this my resposibility to set this right with myself? And why have a customer service line if its not a customer service line?

  Business Response

  Date: 12/14/2022

  Greetings Aven,
  
  We have reviewed the tracking information and researched the shipment details which indicates the package has experienced a service delay. There were no delays reported in the area during this shipments time frame. Research shows the other packages in the shipment that were sent to that zip code area were delivered. The available information does not provide any insight into the specific reason for the delay or why the package has not yet been delivered. There are times when an individual package may be delayed during processing and transit and there is no clearly identifiable explanation. This appears to be one of those cases.
  
  Also, the package has not been scanned by **** since it was manifested on 12/5/22. Since the package has not received any tracking scans or updates from ****, we are not able to obtain any additional information from **** at this time. Many other factors come into play once we hand off the packages to **** i.e.: weather, transport issues/delays, sort facility capacity, mis-sent issues, packages lost in transit, scratched barcodes, damaged packages, mechanical issues etc...and sometimes even theft. We apologize that we do not have any other information available for this package.
  
  We recommend contacting the seller/merchant for further assistance. The seller can advise you as to the options available if you did not receive your package. They have the ability to take any necessary steps to file a claim with us per our contractual agreement. Sorry for any inconvenience experienced.
  
  Sincerely,
  DHL eCommerce Solutions

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18559707
  
  I am rejecting this response because:

  While I do appreciate finally having the business investigate. The real issue is that the recipent is unable to request an investigation. As rockauto (the sender) is an automated online store. There is no direct way to contact the sender. DHL reps also say the (clearly labeled as) customer service line is only for tracking. Which you cannot enter tracking number on the keypad when your tracking numbers have letters. I'm filing this complaint on your customer service short comings. 
  
  Sincerely,
  
  *******************