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:05/24/2024

  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.

  On May 4th 2024, I paid DHL $67.94cdn (EEUS009297197CA0) for duties and taxes for delivery on an item I bought on ***** On May 14 I received a package but it was not the correct item. I returned the item to **** (ERCA000324593US) which **** received on May 16. Then on May 18 DHL sent me a request for duties and taxes of $67.82cdn (EEUS009749125CA0) on the same item after finding the correct package. I refused to pay them directly for the ************** and will handle this with the final delivery company. I have contacted DHL eCommerce through their customer service email and have not received any response and I have tried calling them at **************** and they stated that they can not assist me in this matter. I am requesting a refund of the original payment I made to DHL of $67.94 cdn for the item I did not receive. It's not right that I have to pay the duties and taxes twice on the item I bought from *****

  Business Response

  Date: 05/28/2024

  Greetings ******,
  
  We are sorry you are experiencing this unfortunate mishap. DHLeC does not play a role in the delivery or return process. We have reviewed the tracking information and researched the shipment details, all items you purchase are packed and shipped by the seller/merchant. If you received an incorrect item, then we suggest that you reach out to the merchant who will follow whatever their protocol is for incorrect items. Duties & Taxes + processing fee were pre-paid through DHL eCommerce for that shipment $67.94cdn (EEUS009297197CA0). Your new shipment sent by the seller/merchant as the replacement, will also require new duties and taxes of $67.82cdn (EEUS009749125CA0), it must be paid before you can receive that new shipment. Unfortunately,this cost is levied on all packages coming into the country.
  
  As a courtesy we email the Pre-payment forms to the customer to pay the duties & taxes + processing fee upfront, so that you can receive your package without delay through customs. These fees are not payments we keep for ourselves, these fees go directly to the international customs clearance agency. This handling charge is the CUSTOMS ENTRY FEE which is charged for all packages entering internationally. You would have to pay this fee regardless of if you pre-paid with us, or if you wait until the package is delivered by the local postal service (C.O.D.)
  
  We suggest you contacting your seller/merchant for any additional assistance on refunds of the previous D&Ts due to their error, or contact CBSA directly to request a refund, and you can find their instructions here:
  ************************************************************.
  
  Sincerely,
  DHL eCommerce Solutions

  Customer Answer

  Date: 05/29/2024

  I have tried to obtain a refund from the **** but require a **** import receipt number that I have requested from DHL eCommerce but have not received a response from their customer service email. I also have to attach the original import document to obtain a refund of the duties and taxes. If they supply this document with the **** import receipt number to me I could then apply for a refund. ( see Part A Field 3 of the attached document)

• Initial Complaint

  Date:05/07/2024

  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 an item from yeezy.com on April 25th. The item shipped on April 26th. When I tracked the item (**********************) it said it was out for delivery on April 30th. Its is now May 7th and I still have not recieved my package. I have tried to contact the merchant about this and they have not responded or done anything about it. I dont want a refund I want my item and I want to know where my item is. I paid for shipping to get my item on time. Not late.

  Business Response

  Date: 05/08/2024

  Greetings Adeja,
  
  We are sorry you are experiencing delivery issues. We have reviewed the tracking information and researched the shipment details which indicates the package is experiencing a service delay. However, the available information does not provide any insight into the specific reason for the delay. Either website DHL or **** will not receive any further updated tracking information until the package reaches its next destination for additional 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, this package is beyond its delivery date. As we are unable to supply an ETA or whereabouts of the package, we recommend contacting the seller/merchant for further assistance. They can take any necessary steps or options to file a claim with us per our contractual agreement. Sorry for any inconvenience experienced.
  
  Sincerely,
  DHL eCommerce Team

• Initial Complaint

  Date:05/06/2024

  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.

  One of your drivers put my package as delivered yesterday and never showed up. I work from home, so I was here, and he dropped off nothing for tracking LSS4442749.

  Business Response

  Date: 05/07/2024

  Greetings ***********************,
  
  We have reviewed the tracking information provided and it does not appear in our system, this indicates that package was not handled by DHL eCommerce Solutions. Unfortunately, our division is not the courier division (our final deliveries are done by ****** We would advise to contact our sister company DHL Express, as they offer the courier driver service. DHL Express by phone at ************** or by email at *********************** for assistance.

  Sincerely,
  DHL eCommerce Solutions Team

• Initial Complaint

  Date:04/25/2024

  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.

  Date of Transaction: 1/20/2024 (1:26pm CST)Transaction: Shipment of Haircare Products + Non-prescription vitamin gummies from U.S. to ******* (weight- 1.3 lbs.); Cost of shipping including insurance: ****** + Cost of *** Customs Fine: ******. Value of the shipment: $196.00 Issue 1: Representative failed to properly adhere to ******* shipping description requirements. 2. Representative failed to include an email address when she was provided the information and recorded my U.S. phone number as the contact. 3. Representative informed me if I purchased the added insurance I would be protected against any potential issues with the shipment and issued a full refund. 4. At the point of entry; Guayaquil *******, the package was held by *** customs due to the package description and no contact information (they will not call a U.S. number) and had no email information to contact me. The put an alert on the *** tracking status to notify me they needed an email and/or local number. 5. After reviewing the tracking status on the website; I responded to the alert and provided both. After (10) days had passed from the point of shipment, I went to the *** office in person to determine what the issue was and they informed me that the contact was information was still not updated and I was going to be fined ****** for "abandoning" the package. If I did not pay, they would destroy it. I then contacted the *** rep in the U.S. who informed me that an email is "optional" and it was my responsibility, not hers to know the shipping laws and regulations and hung up on me. I then contacted customer service who took a report and said she was wrong on every point and informed me that she should know international shipping regulation. She assigned the case to another rep to handle the dispute. During the course of this situation I delt with (5) different reps, over (30) emails and with no resolution but to pay the fine and have the package shipped back to the U.S. I expect a FULL refund.

  Business Response

  Date: 04/26/2024

  Greetings Deah,
  
  Thank you for contacting DHL eCommerce Solutions. I have researched the tracking number supplied (AWB9352022621). This number is not recognized as a valid tracking number in our DHLeC system. We have many different divisions and this number corresponds to our sister company DHL Express. We are bringing this to your attention so you can receive prompt and effective replies from the relevant company that services your package.
  
  Please see contact information below for further assistance:
  *************************************************************************************************
  
  DHL *************************
  (P): **************
  (E): ***********************
  
  Sincerely,
  DHL eCommerce Solutions Team

• Initial Complaint

  Date:04/22/2024

  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 have a package from ********* getting delivered by DHL, but I have never received the package and it says it was delivered on their end without even a picture of drop-offs. The tracking number and details are in the attachment. I even contacted with DHL a week ago, but they did not follow up with my issues and I called them multiple times to follow up the case. They always respond with we are still working on it. I just want to know what is going on with my package and give me a right settlement for my delivery.

  Business Response

  Date: 04/24/2024

  Greetings *************************,
  
  Thank you for contacting DHL eCommerce Solutions (bulk shipper division). 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 Solutions. Unfortunately, this package was processed through our sister company DHL Express (courier service).

  We want to ensure that you receive the best and most efficient response available. For assistance, kindly get in touch with DHL Express by phone at ************** or by email at *********************** for assistance with the following:

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

  Sincerely,
  DHL eCommerce Solutions

• Initial Complaint

  Date:04/11/2024

  Type:Customer Service 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 resolution i am seeking is a full refund from 6 ICE or for 6 ICE to submit a claim with DHL for lost product for reimbursement.

  Customer Answer

  Date: 04/11/2024

  I purchased a diamond bracelet from 6 ICE worth $500.00 with a DHL tracking number **********. DHL tracking says it was delivered March 23rd, 2024 but I never received package. I called DHL and they investigated. They told me it was delivered to wrong address. DHL them told me they would get ahold of driver and try to recover package, but it was never recovered. I have been trying to get a resolution but to avail, I keep getting the run around.

  Business Response

  Date: 04/12/2024

  Greetings ******,
  
  Thank you for contacting us. I have researched the tracking number supplied (**********). This number is not recognized as a valid tracking number in our DHL eCommerce Solutions system. We have many different divisions and this number corresponds to our sister firm DHL Express Division. We are bringing this to your attention so you can receive prompt and effective replies from the relevant company that services your package. DHL Express: by phone at ************** or by email at ***********************.
  
  *************************************************************************************************
  

  Sincerely,
  DHL eCommerce Solutions Team

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21522972
  
  I am rejecting this response because:
  I have contacted DHL Express with my Air Waybill # **********. DHL express is placing ALL the responsibility on me to contact the shipper 6 ICE, to basically tell the shipper to submit a claim. Both parties DHL and 6 ICE are passing the accountability.  

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

  Business Response

  Date: 04/17/2024

  Greetings ******,
  
  This is the (bulk mail division) DHL eCommerce Solutions. DHL Express is directly handling your item. For assistance, kindly get in touch with our sister firm DHL Express by phone at ************** or by email at *********************** for assistance. We are bringing this to your attention so you can receive prompt and effective replies from the relevant company that services your package. This package was not handled by our division, so we are unable to assist you. 
  
  *************************************************************************************************
  
  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 for a non-delivered package. We apologize for the inconvenience that this has caused.
  
  Sincerely,
  DHL eCommerce Solutions Team

• Initial Complaint

  Date:04/10/2024

  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 March 20, 2024, I placed an order through Alli Express through a company called Beeos. I have used this company many times without an issue. The expected delivery date from *** was 03.25.24. I work from home, so I never miss a package, I stayed at home all evening after work waiting on this package. I wake up on Tuesday March 26th and check the *** tracking and it says my package was delivered and signed by a "********" which is my last name. However I didn't sign for the package, the *** driver forged my signature. They won't provide me with a copy of the forged signature. I check all 4 of my cameras in case I missed something that day and I didn't, as I was home ALL day and Night. When I called *** they opened a ticket #**********. I only received text messages from this number and never spoke to someone. they closed out my case in less than 4 business days and told me to contact the seller for reimbursement. Well the seller thinks I received my product because the *** driver forged my signature and they wont reimburse me. The 2nd issue is the person handling my case ***, was texting my cell phone with updates at 6:30 in the morning which is a violation of RESPA, I will provide you with screen shots od those text messages. I want a FULL refund from ***, the company forged my signature and contacted me during hours they are not allowed too, if the driver had not of forged my signature the company that I bought my merchandise from would be willing to reimburse as they are under the impression that I signed for my product and *** has admitted that their driver signed for it. I'm asking *** to fully refund me, as I am prepared to obtained a lawyer as I'm sure drivers have done this to other customers and perhaps a class action law suite is suitable.

  Business Response

  Date: 04/12/2024

  Greetings Moriah,
  
  Thank you for contacting us. I have researched the tracking number supplied (AWB1744104180). This number is not recognized as a valid tracking number in our DHL eCommerce Solutions system. We have many different divisions and this number corresponds to our sister firm DHL ***************** We are bringing this to your attention so you can receive prompt and effective replies from the relevant company that services your package. DHL Express: by phone at ************** or by email at ***********************.
  
  *************************************************************************************************
  
  Sincerely,
  DHL eCommerce Solutions Team

• Initial Complaint

  Date:03/19/2024

  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 order I placed , a tracking number given to me is ****************************** Which DHL Commerce clams isn't a good number. This was supposed to have been delivered March 16, 2024, which it wasn't. I have checked all of the *********** that I have and they haven't seen it. No notice of delivery or anything. I am now getting very angry. All I have received is that the order was delivered when it was not. THIS was for my daughters 1st babyshower on March 23, 2024

  Business Response

  Date: 03/20/2024

  Greetings ******,
  
  We are sorry to hear you are having delivery issues. I have reviewed the tracking information with the number supplied. This is a **** tracking number. However, it does not seem to be a valid tracking number.

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

  We certainly want to assist you. We recommend contacting your seller/merchant whom you purchased the package, and they may take the necessary steps to provide you with either a valid DHL or **** tracking number, so that we can continue to assist you with this issue.

  Sincerely,
  DHL eCommerce Solutions Team

• Initial Complaint

  Date:03/15/2024

  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.

  DHL has lost a package, which was supposed to be tendered to **** for final delivery and delivered to me on March 13th. They admitted that said package (which contains prescription glasses, valued at $103), was not allocated for final delivery, and simply said that I need to go back to the merchant for their policy. **** also confirms that there was never an acceptance scan on their end, proving that this was never handed over. I asked if any attempts could be made to locate the package, as the scans indicate that it had arrived at the arrival destination ************** facility in *******, ** on March 11 at 2:08am. This could at least be a starting point to retrace the packages steps. Ive gotten no response on whether any attempts to locate the package could be made. Telling the customer that the onus is on them to fix the issue without providing any resolution in the form of either trying to locate lost shipments or reimbursing the value of the shipment is unacceptable. I would like for DHL to either provide me with the steps toward swift reimbursement, or simply locate my package so it can be delivered. Again, these are prescription glasses, and having to wait upwards of another month for a replacement pair from the vendor because of the vendors internal policy on lost orders is not a viable option.

  Business Response

  Date: 03/15/2024

  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: 03/15/2024

  DHL has responded to my emails asking for an investigation to be launched to locate the missing package, and none of the replies have addressed my request in the slightest. They just keep telling me they have no further information. *** asked three times this morning that they launch an investigation to physically look for the missing package instead of just telling me what their computers say, and theyve ignored it each time. The canned responses are extremely frustrating.

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21436888
  
  Tracking is 9261290223363420406361.

  Here's an email from your customer "service" team: 

  "Greetings,
  Thank you for your reply. As previously stated, the information provided to you in our previous messages is all we have available regarding your shipment. To open an investigation, you must be the account holder of ********************, you can ask your vendor to initiate one.
  No further response will be given regarding the issues as recommendations have been provided."

  This is an unacceptable response. There shouldn't be a million hoops for the customer to jump through to receive a package. 

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

  Business Response

  Date: 03/18/2024

  Greetings ********,
  

  Thank you for sharing your experience when calling in to get information on your package. We do apologize for any misunderstandings. This tracking number **********************, was not supplied to us in the initial complaint. However, tracking is showing a successful delivery: DELIVERED [IN/AT MAILBOX] 3/16/24 12:34 PM ET ***** **********, **, **. Shipment details indicates the package had experienced a service delay. However, the available information does not provide any insight into the specific reason for the delay.
  

  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: 03/20/2024

   
  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:03/14/2024

  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.

  DHL lost my package and never delivered it to me supposedly my package is sitting with them since January 13th, I have called them and was told they lost the package

  Business Response

  Date: 03/15/2024

  Greetings *****,
  
  We have reviewed the tracking information and researched the shipment details which indicates the package has experienced a service delay. However, the available information does not provide any insight into the specific reason for the delay. Either website DHL or **** will not receive any further updated tracking information until the package reaches its next destination for additional 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. They can take any necessary steps or options to file a claim with us per our contractual agreement. Sorry for any inconvenience experienced.
  
  Sincerely,
  DHL eCommerce Team

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21318538
  
  I am rejecting this response because: I have not received the package, you lost the package, **** never received your package which means you driver either lost or stole the package, also the merchant advised that they gave you the package therefore they are not responsible, I want a full refund from you which is $130.00.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/18/2024

  Greetings *****,
  
  As stated before the tracking details indicates the package is experiencing a service delay. However, the available information does not provide any insight into the specific reason for the delay. 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. 
  
  We recommend contacting the seller/merchant, so they can take any necessary steps or options to file a claim for the non-delivered package. Per our contractual agreement they have the ability to do so. Sorry for any inconvenience experienced.
  
  Sincerely,
  DHL eCommerce Team

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21318538
  
  I am rejecting this response because:once again DHL what are you talking about the package states on January 13th it is stuck with you, what do you mean it is experiencing a delay of more than 60 days already, what kind of a response or customer service are you providing, obviously your driver stole or lost the package, you should be researching what your driver did with the package, not provide an unacceptable response, I want a full refund from you since you are responsible for not delivering the package and once again the merchant was contacted and advised that you DHL is responsible since they gave you the package, I want a full refund from you of $130.00. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/21/2024

  Greetings *****,
  
  We are sorry that you are having delivery issues. We have reviewed the tracking information and researched the shipment details which indicates the package has experienced a service delay. However,the available information does not provide any insight into the specific reason for the delay. 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. They can 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: 03/21/2024

   
  Complaint: 21318538
  
  I am rejecting this response because: first of all finally stop with the same response that you dont have tracking info, this is ridiculous, its been over two months since you lost the package or you stole the package, finally issue the refund and take responsibility for your actions.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/22/2024

  Greetings *****,
  
  We do apologize for any misunderstandings. Either website DHL 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 ***** 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 items you purchase/ship, you pay to the seller/merchant. If you have any other questions or concerns regarding the shipping of your 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: 03/25/2024

   
  Complaint: 21318538
  
  I am rejecting this response because: I already contacted the merchant and they advised that they gave you the package and they are not responsible since you lost the package, please stop explaining that you dont have the tracking since you are the last ones to have the package. Its is obvious that your driver either lost or stole the package, follow up with your driver and accept responsibility, I want a full refund of $130.00.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 03/25/2024

  mplaint: 21318538
  
  I am rejecting this response because: I already contacted the merchant and they advised that they gave you the package and they are not responsible since you lost the package, please stop explaining that you dont have the tracking since you are the last ones to have the package. Its is obvious that your driver either lost or stole the package, follow up with your driver and accept responsibility, I want a full refund of $130.00.