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:11/26/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  On November 21st their ********* location received an order I placed with a company that uses DHL Ecommerce to ship. It is now the 26th and no movement or updates. I cannot contact this facility because ****** says it's permanently closed. I don't know what's going on, but there is no reason it shouldn't have been delivered to **** yet.

  Business Response

  Date: 12/02/2024

  Greetings *****,
  
  We have reviewed the tracking information and researched the shipment details which indicates the package may have experienced a service/transit delay. However, the available information does not provide any insight into the specific reason for the delay. Either website *** or **** will not receive any further updated tracking information until the package reaches its next destination for additional package scans. Tracking is showing a successful delivery by ****: DELIVERED [FRONT DESK/RECEPTION/MAILROOM] 11/29/24 11:00 AM ET ***************, **, *** 
  
  Factors that affect the actual TAT (Turn-Around-Time) are the distance from origin to destination. Also, times may be extended if a Sunday or postal holiday falls within the estimated delivery period. We cannot guarantee every package is received by its expected delivery date as so many other factors come into play once the package is in transit i.e: weather, transport issues, sort facility capacity, mis-sent issues, packages lost in transit, scratched barcodes, damaged packages, mechanical issues, carrier mishaps etc  
  
  We recommend contacting your seller (merchant) of the package if you have any further grievances, and they can take any necessary steps to provide you with further options of assistance.
  
  Sincerely,
  DHL eCommerce Solutions Team

  Customer Answer

  Date: 12/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:11/14/2024

  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.

  I ordered on **** a VEVOR wagon and *** LIED AND said they delivered it!! THEY DID NOT!! Their tracking info is BOGUS!! They do NOT make it right, no one answers complaints, AND they are a FRAUDULENT company all the way around!!

  Customer Answer

  Date: 11/14/2024

  What more clarification is there?  My order through *** was NEVER delivered to me at all.  My name is **** *******.  What more do you need to know?  *** LIED AND gave a bogus tracking number and receipt!!  NO ONE signed for this!!

  Business Response

  Date: 11/14/2024

  Greetings ****,
  
  We have reviewed the tracking information provided and it does not appear in our system, it indicates this package was not handled by DHL eCommerce Americas (bulk division). Unfortunately, this package was processed through our sister firm *********** (courier division). For assistance, kindly get in touch by phone at ************** or by email at *********************** for assistance with the following:

  ************************************************************************************************************
  

  Sincerely,
  DHL eCommerce Solutions
  

  
  

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22555452
  
  I am rejecting this response because: IT's STILL DHL!!!
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 12/02/2024

  Greetings ****,
  
  Unfortunately, *** has several different divisions for Domestic and International shipping. Your seller/merchant decided to choose *********** to handle your package. As this package was not handled by DHL eCommerce Americas (bulk division) we are unable to assist.

  We advise to contact the correct ************ to assist with your issue. *********** (courier division)--for assistance, kindly get in touch by phone at ************** or by email at *********************** for assistance with the following: ************************************************************************************************************

  If you do not receive their assist, we recommend contacting your seller (merchant) of the package, and they may take any necessary steps to assist for a non-delivered package. 
  
  Sincerely,
  DHL eCommerce Solutions Team
  
  

• Initial Complaint

  Date:10/18/2024

  Type:Service or Repair 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 paid a third party for an annual plan for them to provide a box of selected items quarterly. My package started it's journey on August 12, *****. According to the estimation given by ***, the packages should have arrived at its destination by August 20, 2023. I just want my items delivered to my home.

  Business Response

  Date: 10/19/2024

  Greetings *********,

  We are sorry that you have not received the package. We have reviewed the tracking information and researched the shipment details which indicates the package has experienced a service/transit delay. However, the available information does not provide any insight into the specific reason for the delay. Either website *** or **** will not receive any further updated tracking information until the package reaches its next destination for additional package scans. Since the package has not received any tracking scans or updates from ****, we are not able to obtain any additional information. 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.

  
  Due to the time frame lapse and no event scans, we recommend contacting the seller/merchant to see if they can offer any options of assistance for the non-delivered package.They can take any necessary steps to file a claim with us per our contractual agreement. Sorry for any inconvenience experienced.
  

  Sincerely,
  DHL eCommerce Team

  Customer Answer

  Date: 10/29/2024

  According to the update given to us. The package arrived at the ************ facility at 1:01am on August 16th.  So the package was received, but it was "lost" within the facility. This seems to be a common thread for this location and nothing is being done for these actions. I don't want a credit for my items, I would like my package. This facility never has anyone at the counter to assist with packages and the fact that these items can just be "lost" is unacceptable. There are cameras in the facility and the fact that nothing is "scanned" until it gets to the post office is a cope out. I'm sure that there is a way the company tracks the packages, otherwise how would you know how much you're charging for the service?  

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22425619
  
  I am rejecting this response because: According to the update given to us. The package arrived at the ************ facility at 1:01am on August 16th.  So the package was received, but it was "lost" within the facility. This seems to be a common thread for this location and nothing is being done for these actions. I don't want a credit for my items, I would like my package. This facility never has anyone at the counter to assist with packages and the fact that these items can just be "lost" is unacceptable. There are cameras in the facility and the fact that nothing is "scanned" until it gets to the post office is a cope out. I'm sure that there is a way the company tracks the packages, otherwise how would you know how much you're charging for the service?
  
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 11/05/2024

  Greetings *********,

  Unfortunately, the ***** distribution centers are not setup to service consumers. The tracking scans indicate the package was received and processed and was enroute to **** for final mile delivery 8/16/24. The warehouse processes heavy volumes, and it is no excuse as to why a individual package may experience delays, but facility sweeps are done daily to make sure any packages/volume is cleared. We cannot guarantee every package is received by its expected delivery date at so many other factors come into play once the package is in transit i.e: weather,transport issues, sort facility capacity, mis-sent issues, packages lost in transit, scratched barcodes, damaged packages, mechanical issues, carrier mishaps etc  

  *******************************************************************************************

  We are sorry that you have not received the package. With no further tracking scans available and the package is beyond its original expected delivery date, we recommend contacting your seller (merchant) of the package if you have any further grievances. They can take any necessary steps to file a claim with us per our contractual agreement. We apologize for the inconvenience that this has caused.

  Sincerely,
  DHL eCommerce Team

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22425619
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********* ******

  Customer Answer

  Date: 11/06/2024

  Still doesn't resolve the problem. The merchant no longer has the items that they had sent and I need them to be replaced. I don't believe you whe you say that there isn't a way to track the package down. Otherwise how would you know when the item has been delivered to you or ***** I'm tired of people passing the **** and having no consequences. Of people getting away with taking things and not being held responsible. Can you please go through the process and find my package.

  Business Response

  Date: 11/06/2024

  Greetings *********,
  
  We are sorry you are experiencing this unfortunate mishap. We have reviewed the tracking information and researched the shipment details which indicates the package has experienced a service/transit delay. However, the available information does not provide any insight into the specific reason for the delay. Either website *** or **** will not receive any further updated tracking information until the package reaches its next destination for additional package scans. Since the package has not received any tracking scans or updates from ****, we are not able to obtain any additional information. 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. 
  
  Due to the time frame lapse and no event scans, we recommend contacting the seller/merchant for further assistance to see if they can offer any options of assistance for the non-delivered package. They can take any necessary steps to file a claim with us per our contractual agreement. Sorry for any inconvenience experienced.
  
  Sincerely,
  DHL eCommerce Team

  Business Response

  Date: 11/06/2024

  Greetings *********,
  
  We are sorry you are experiencing this unfortunate mishap. We have reviewed the tracking information and researched the shipment details which indicates the package has experienced a service/transit delay. However, the available information does not provide any insight into the specific reason for the delay. Either website *** or **** will not receive any further updated tracking information until the package reaches its next destination for additional package scans. Since the package has not received any tracking scans or updates from ****, we are not able to obtain any additional information. 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. 
  
  Due to the time frame lapse and no event scans, we recommend contacting the seller/merchant for further assistance to see if they can offer any options of assistance for the non-delivered package. They can take any necessary steps to file a claim with us per our contractual agreement. Sorry for any inconvenience experienced.
  
  Sincerely,
  DHL eCommerce Team

  Business Response

  Date: 11/06/2024

  Greetings *********,
  
  We are sorry you are experiencing this unfortunate mishap. We have reviewed the tracking information and researched the shipment details which indicates the package has experienced a service/transit delay. However, the available information does not provide any insight into the specific reason for the delay. Either website *** or **** will not receive any further updated tracking information until the package reaches its next destination for additional package scans. Since the package has not received any tracking scans or updates from ****, we are not able to obtain any additional information. 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. 
  
  Due to the time frame lapse and no event scans, we recommend contacting the seller/merchant for further assistance to see if they can offer any options of assistance for the non-delivered package. They can take any necessary steps to file a claim with us per our contractual agreement. Sorry for any inconvenience experienced.
  
  Sincerely,
  DHL eCommerce Team

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22425619
  
  I am rejecting this response because:
  This still doesn't solve the issue, since I still don't have my items and reaching out to the merchant won't correct it either. The only way to have this resolved is for your company to find my package and deliver the items. 

  Sincerely,
  
  ********* ******

  Business Response

  Date: 11/07/2024

  Greetings *********,
  
  We do apologize for any misunderstandings. Either website *** or **** will not receive any further updated tracking information until the package reaches its next destination for additional scans. Visibility on a consumers package is limited on our end until we get the next scan from ****. Since the package has not received any tracking scans or updates from ****, we are not able to obtain any additional information. 
  
  It is unfortunate that we can only provide tracking information up until that point, and not at all an excuse as to why a consumers package is not delivered by their delivery window. However, we cannot guarantee tracking as so many other factors come into play once the package is in transit i.e: weather, transport issues, sort facility capacity, mis-sent issues, packages lost in transit, scratched barcodes, damaged packages, mechanical issues, carrier mishaps etcAs the scans do not show a visible cause for the whereabouts of this package, and due to the time frame of no scans, it would be deemed lost. 
  
  Unfortunately, all fees for packages you purchase/ship, you pay to the seller/merchant. If you have any other questions or concerns regarding the shipping of the package, the seller/merchant should be able to offer further assistance for a non-delivered package. They have the ability to take any necessary steps or options to file a claim with us per our contractual agreement. Sorry for any inconvenience experienced.
  
  Sincerely,
  DHL eCommerce Solutions Team

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22425619
  
  I am rejecting this response because: problem hasn't been resolved. 
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:09/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 have had a very unproductive experience with ***. I have had a package stuck in transit since the 27th of August. It is September 20th now. I called *** to see if there was any word on the package. They said they handed it off to whomever, and that it was out of their hands. The **** is still awaiting the item to this day. I also sent an email in hopes they would get back to me, and they have yet to reply. Only *** knows who they handed the mail to, and have yet to contact me or give me any relevant information to address this lost package. I cannot investigate the package if no one responds. This company is notorious for giving the customers the least amount of information possible, and this is disappointing when customers are spending money with this company.

  Business Response

  Date: 09/24/2024

  Greetings *******,
  
  We are sorry you are experiencing this unfortunate mishap. We have reviewed the tracking information and researched the shipment details which indicates the package is experienced a service/transit delay. However, the available information does not provide any insight into the specific reason for the delay. Either website *** or **** (our local postal partner for final mile delivery to your mailbox); will not receive any further updated tracking information until the package reaches its next destination for additional package scans. Since the package has not received any tracking scans or updates, we are not able to obtain any additional information. 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. 
  
  Due to the time frame lapse and no event scans, customer service would deem this package "lost". We recommend contacting the seller/merchant for further assistance to see if they can offer any options of assistance for the non-delivered package. They can take any necessary steps to file a claim with us per our contractual agreement. Sorry for any inconvenience experienced.
  
  Sincerely,
  DHL eCommerce Team
  
  

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22314514
  
  I am rejecting this response because:

  This package cannot be refunded until a certain time frame has been reached. It is disappointing to hear that there is a delay in the shipping, but no way to figure out why this delay has happened. That is very unprofessional and very disheartening. *** must have some way to contact the shipping partner it handed my package off to. This package is stuck in a space where no one but the shipping partner would have information about this package. **** cannot give me more information about a package they do not have.

  There needs to be an investigation into the shipping partner who currently has it and why my package never left their facility. 

  Sincerely,
  
  ******* ******

  Business Response

  Date: 09/27/2024

  Greetings *******,
  
  Either website DHL or ***** will not receive any further updated tracking information until the packages next physical scan. Visibility on a consumers package is limited on our end until we get the next scan. It is unfortunate that we can only provide tracking information up until that point, and not at all an excuse as to why a consumers package is delivered beyond their delivery window. The network delivers high volumes of packages, we cannot guarantee delivery on every package, as so many other factors come into play once the package is in transit i.e: weather, transport issues, sort facility capacity, mis-sent issues, packages lost in transit, scratched barcodes, damaged packages, mechanical issues, theft, carrier mishaps etc

  ******************************************************************************************

  Per **** Network they have scanned this package as: MIS-SHIPPED 9/26/24 3:31 PM CT73538Elgin, **. **** will re-route the package to its correct destination. Please allow a little more time for final delivery. If you do not receive the package by next week please contact your seller/merchant for further assistance. Sorry for any inconvenience experienced.
  
  Sincerely,
  DHL eCommerce Team

  Customer Answer

  Date: 09/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:09/23/2024

  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.

  On September 3, 2024, I purchased an item from *****.The package was received and processed by *** on September 6, 2024 (Tracking Code: 9261290198192287886482).It is now September 20, 2024 (two weeks later), and I still do not have that package.And, in a violation of the laws of physics, I get this message from ***:According to the information I have, the status of this package is: En Route. The last event recorded on the package was "PROCESSED THROUGH **** SORT FACILITY" in ********, **, ** at 09:56:00 PT on 2024-09-15.This package is estimated to be delivered on 2024-09-12.The estimated delivery date is before it was received in ********, **. Where is my package? Why has it taken so long to not get here? What is wrong with ***?

  Business Response

  Date: 09/24/2024

  Greetings *****,
  
  We are sorry that you have not yet received your package. After reviewing the tracking information and researching the shipment details, it appears this package has experienced some service delays (expected delivery 9/12/24).. We verified with **** no service disruptions/weather issues were reported. Once *** tenders the packages over to the **** sorting facility, it then enters their delivery network, and is routed using the best network sort facility and terminal location to handle that package from origin to its destination. Hawaii shipping takes a little longer due to shipment consolidation, sailing from the port, ocean transit time, off-loading, and island delivery. We recommend contacting your seller (merchant) of the package if you have any further grievances, and they can take any necessary steps to provide you with further options of assistance. We apologize for the inconvenience that this has caused.

  **************************************************************************************

  Out for Delivery, Expected Delivery Between 8:45am and 12:45pm
  ********, HI 96813 
  September 24, 2024, 6:10 am

  We cannot guarantee that all packages get delivered within their delivery window, as so many other factors come into play once we hand off the packages to **** i.e: weather, transport issues, sort facility capacity etcThe estimated delivery time for packages sent to non-contiguous states may be extended. Please note the important information below from **** with details regarding delivery to ******, ****** and *********** or any U.S. Territories.
  IMPORTANT: The timeliness of service to destinations outside the contiguous U.S. may be affected by the limited availability of transportation. Due to the variability of transportation, Package Services and **** Retail Ground packages may take up to three to five weeks to reach ******, ******, *********** and any U.S. Territories.  This includes ZIP Codes with prefixes of 967 and 969 and those with the following prefixes: 995, 996, 997, 998, 999, 968, 006, 007, 008, and 009. 
  

  
  

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22314320
  
  I am rejecting this response because: 21 days is too long to take for a package to travel from the eat coast to ******. The Pony Express plus a slow freighter could have dome better. I won't be ordering anything that involves DHL.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 09/24/2024

  Greetings *****,
  
  We do understand your frustration. The seller/merchant is responsible for setting shipping expectations with their customers for estimated dates of delivery.Your sender chose for this package to ship expedited, which can typically take up to 2-5 business days once received at the origin facility to its final destination. Either website *** or our postal final mile delivery partner ****; will not receive any further updated tracking information until the packages next physical scan. Visibility on a consumers package is limited on our end until we get the next scan from ****. It is unfortunate that we can only provide tracking information up until that point, and not at all an excuse as to why a consumers package is delivered beyond their delivery window. 
  
  Unfortunately, all fees for items you purchase/ship, you pay to the seller. We recommend contacting your seller (merchant) of the package if you have any further grievances, and they can take any necessary steps to provide you with further options of assistance. We apologize for the inconvenience that this has caused
  
  Sincerely,
  DHL eCommerce Solutions Team

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22314320
  
  I am rejecting this response because: The seller (*****) unfortunately picked you to deliver my package and DHL, in turn, handed it off to the ****, thereby absolving DHL of any responsibility. Why should ***** even use *** as a middleman? Why not ship directly with the USPS.
  

  I guess it must my fault for ordering something from ***** that they claimed would arrive in 5-7 business days.

  By the way, there are many more than 5-7 business days in the 21 days that it took to get here.

  Now that I know that DHL can't deliver, and assumes no responsibility for late delivery, I will make certain that any items I order in the future are not scheduled to be delivered by ***. This includes not ordering again from *****, because they apparently don't have enough common sense to not trust delivery to ****
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 09/27/2024

  Greetings *****,
  
  DHL (bulk logistical shipper) works in partnership with **** for local door-to-door deliveries to your mailbox. We do our best to move a package within the Expedited or Ground shipments once the package is picked up from the seller/merchant.However, we cannot guarantee it as so many other factors come into play once we hand off the packages to USPS. We recommend contacting your seller (merchant)of the package if you have any further grievances, and they can take any necessary steps to provide you with further options of assistance. We apologize for the inconvenience that this has caused.
  
  Sincerely,
  DHL eCommerce Solutions Team

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22314320
  
  I am rejecting this response because: I am tired of DHL's lame excuses and their yadda yadda yadda.

  If all DHL does is hand shipments off to ***** and blame **** for lousy service, then DHL is truly useless.

  I have already discussed this with ***** (whose motto seems to be "Save a nickel, lose a customer."

  I won't be buying anything from ***** again or using *** for shipping anything.

  I am done with this complaint, with *****, and with ***. Close it out.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:09/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  This particular shipping warehouse has a long history of holding packages for extended periods of times until they end up missing. Anytime I buy something and it has to pass through this warehouse, the package will sit for days which turns into weeks. At one point I bought a shirt on March 12th and I didn't receive it until April 10th because they held the package for so long. Two separate times my package went missing all together, I called them to asking why the items hadn't moved only to be told that I would have to contact the merchant to have a replacement sent out because they were unsure of where my things were. The second time I had to pay the full amount, ***** for the replacement. When you look at their reviews, there are dozens of people having the same experience. On September 4, purchased items from ************, aware that they use *** as their shipper. On the 5th, they were shipped out. Now my package has gone to this warehouse, hasn't moved since and they are no longer answering the phone.

  Business Response

  Date: 09/23/2024

  Greetings *****,
  
  We are sorry that you have not received your package. When a package does not reach the consumer within its expected delivery date it may be experiencing a service/transit delay. 
  We would welcome the opportunity to research this issue further. Unfortunately, to do so we would need the *** or **** tracking number. Please supply this to us at your earliest convenience.
  
  Sincerely,
  DHL eCommerce Solutions Team
  
  

  Customer Answer

  Date: 09/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair 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.

  1507771506

   

  see attached the payment slip and invoice. 

  Business Response

  Date: 07/26/2024

  
  July 26,  2024 
  
  Better Business Bureau  
  ***************************************  
  *******, ** *****  
   
  RE: Complaint ID #?******** Luzy Bordy 
  
  DHL Express appreciates being given the opportunity to research and address our customer's concerns.  
  
  Please advise our customer that further details are needed in order to provide resolution. The details needed may include but are not limited to: 
  
  10-digit DHL Express tracking number. 
  
  Upon receipt of more information, DHL Express can proceed accordingly with this complaint.  
  
  Once again please extend our sincere apologies to our customer regarding this unfortunate incident.  
  
  
  Sincerely, 
  
  Mayra 
  DHL Office of the President 

  Customer Answer

  Date: 07/31/2024

  We are having a shipment stuck for over 3 weeks with no normal explanation. we've provided all documents needed , again and again.we called in numerous times to get a hold of the status, but the *** keep on saying all is good when in fact nothing is moving with our shipment.

  Business Response

  Date: 08/01/2024

  Greetings Luzy,
  
  We have reviewed the tracking information provided and it does not appear in our system, it indicates these packages were not handled by DHL eCommerce Solutions Americas (bulk division). Unfortunately, these packages were processed through our sister firm DHL Express (courier division). For assistance, kindly get in touch by phone at ************** or by email at *********************** for assistance with the following:
  

  *************************************************************************************************

  Wednesday July 31, 2024 5:13 PM Local time

  Please contact DHL EXPRESS

  **************** - **************** - ******
  

  Wednesday, July 31, 20245:13 PM Local time
  Please contact DHL
  **************** - **************** - ******
  4 Piece IDs ********************, JD014600011626997932, JD014600011626997933, JD014600011626997934

  Sincerely,
  DHL eCommerce Solutions
  

  
  

• Initial Complaint

  Date:07/26/2024

  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.

  The company is claiming that they did not pick up a package from another company. I was given a tracking number. The tracking number is still showing the product hasnt been picked up yet. If you go into the detailed information it shows that the product has moved then stopped. **************** is still saying that the package has not been picked up.

  Business Response

  Date: 07/29/2024

  Greetings *******,
  
  We are sorry that you have not received your package. We have reviewed the tracking information and researched the shipment details which indicates the package was not received at the distribution center for processing. 
  
  Due to the time frame lapse and no event scans, we recommend contacting the seller/merchant to see if they can offer any options of assistance for the non-delivered package. They can take any necessary steps to file a claim with us per our contractual agreement. Sorry for any inconvenience experienced.
  
  Sincerely,
  DHL eCommerce Team

• Initial Complaint

  Date:07/25/2024

  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.

  THE TRACKING NUMBER IS **************************!!!! WHEN IS THIS GHETTO TRASH RUN COMPANY GOING TO SHIP THIS PACKAGE TO THE **************** POST OFFICE!!!!!!! *** SHOULD BE SHUT DOWN!!! YOU ALL DONT DO SHYT!!!!! ITS BEEN SITTING IN AVENEL, **************** SINCE JULY 22!!!!! WHAT IS WRONG WITH YOU PEOPLE?!!!!!!

  Customer Answer

  Date: 11/05/2024

  THE TRACKING NUMBERS IS ************************** AND !!!!!!! WHY ARE THESE PACKAGES STILL STUCK IN AVENEL **********!!!!! YOUR COMPANY SUCKS!!!!!!! WHY CANT THESE PACKAGES BE SHIPPED TO MY POST OFFICE IN **************** ************?!!!!!!!! TOO FKN LAZY TO SHIP A PACKAGE?????? YOU SHOULD GO OUT OF BUSINESS!!!!! YOUR WORKERS DONT HAVE ANY WORK ETHIC AND THEY STEAL!!! WOULD YOU LIKE TO BE REPORTED TO THE FEDERAL TRADE COMMISSION???? NOW, EITHER YOU SHIP MY PACKAGES OR EXPECT THAT I AM GOING TO TAKE ACTION AGAINST YOUR COMPANY! YOU COMMIT FRAUD ON A DAILY BASIS AND YOU NEED TO SHUT DOWN!!!! NOW YOU HAVE CHOICES TO MAKE! EITHER YOU DO YOUR JOB OR EXPECT TO BE IN A LOT OF TROUBLE!
  

  Business Response

  Date: 11/06/2024

  Greetings *****,
  
  Due to the age of this shipment, tracking is limited to last events. We have reviewed the tracking information and researched the shipment details which indicates the package had no delivery issues. Tracking is showing a successful delivery by ****: Delivered, Front Door/Porch, ****************, ** 18301, July 29, 2024, 10:58 am. 
  
  ******************************************************************************************
  
  The seller/merchant is responsible for setting shipping expectations with their customers for estimated dates of delivery. Your seller chose for this package to ship ground, which can typically take up to 3-8 business days once received at the *** origin facility. We received the physical package on 7/25/24 with an expected delivery date of 7/30/24.
  
  If you are claiming non-receipt of this package, we recommend contacting your seller/merchant of the package if you have any further grievances, and they can take any necessary steps to provide you with further options of assistance.
  
  Sincerely,
  DHL eCommerce Team

  Business Response

  Date: 11/06/2024

  Customer ***** ******* added an additional tracking number to her complaint (**************************). We have reviewed the tracking information and researched the shipment details which indicates this package was processed 11/4/24, and is within its delivery window for ground shipments. Expected delivery date is 11/8/24. If she has any issues with delivery contact the seller/merchant for assistance. 

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22041492
  
  I dont think they can even read either.  This company just sits on their shipments and doesnt deliver the packages at all!  Too **** lazy.  This place needs to be shut down.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 11/19/2024

  Greetings *****,
  
  *** (bulk logistical shipper) works in partnership with **** for local door-to-door deliveries to your mailbox. We have reviewed the tracking information and researched the shipment details for both tracking numbers supplied (************************** & **************************). These packages were processed and delivered by **** within their delivery window for ground shipments. 
  
  The seller/merchant is responsible for setting shipping expectations with their customers for estimated dates of delivery. Your seller chose for these packages to ship ground, which can typically take up to 3-8 business days once received at the *** origin facility. 
  
  If you are claiming non-receipt of these packages, we recommend contacting your seller/merchant of the package if you have any further grievances; and they can take any necessary steps to provide you with further options of assistance.
  
  Sincerely,
  DHL eCommerce Team

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22041492
  
  I am rejecting this response because *** sits on the packages once they get to their facility.  They could at least try to get off their lazy ***** and deliver it to *****  It just sits there for days.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  This complaint is against:DHL Express Global, parcel emanantedfrom DHL Express Netherland and is held at *********, *******, I am residing in **********, *** within the jurisdiction of DHL Express USA.On June 21st, I received a shipment notification from ****** from the *********** to *******. The value of the order was $239,80 (attached is the proof). On the same day, I received a notification from DHL indicating that the package was en route (also attached). However, on June 23rd, I received three separate emails from DHL demanding a duty payment of Two Hundred and Thirty-Two Thousand, Three Hundred and Eight Naira and one kobo. Which is almost the amount paid for the order. I received a follow-up email from ***********************, a DHL staff member, requesting the payment. Upon noticing the excessive duty payment and the persistent emails, I contacted Vlisco to cancel the order and request a refund. Vlisco promptly responded by requesting that DHL return the order to them. On July 8th, 2024, I received an email from *********************** stating that my order would only be shipped back to Vlisco upon payment of Two Hundred and Thirty-Nine Thousand, One Hundred and Twenty-Three Naira, and one kobo. Despite multiple attempts to contact DHL, I have been unable to resolve this issue. I believe DHL is intentionally trying to frustrate me into paying the excessive duty fee, even though I have canceled the order through Vlisco. I have had prior issues with DHL and hope that BBB can assist me in resolving this matter. DHL Express should please caution their staff in *****, ******* and have them send the parcel back to ******************.

  Customer Answer

  Date: 08/02/2024

  Good morning.

  
  

  I'm pleased to report that ****** has initiated a refund for the package that DHL held, despite no communication from either company regarding the reason for the refund. Although I'm satisfied with the refund, I'm still puzzled by the lack of communication. Nevertheless, I'm grateful for your assistance in this matter, and I'd like to consider the case closed. Thank you for your tireless support and advocacy for those facing challenges. Your help has been invaluable, and I appreciate all that you do

   

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