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:09/25/2023

  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.

  I received a package on July 8th, the contents of which were damaged. Tracking no: CY573321870DE. I filed a damage complaint the same day, but I never heard from DHL. On July 13th, I sent a message on their website requesting a response to my damage complaint. I still have not hear from them. There is no other way to contact them as they do not have a phone number listed on their website.My package contained a very expensive artist collector's doll that was in pristine condition upon shipping as the shipper sent me photos prior to my purchase. Her porcelain crown was shattered beyond repair. This damage diminishes the value of my collector's item. I am seeking resolution through compensation or a replacement as I have experienced a financial blow as a result of DHL's rough and negligent handling of my package.

  Business Response

  Date: 09/27/2023

  Greetings *********,
  
  We are sorry to hear you experienced this unfortunate mishap for your order. This is DHL eCommerce, unfortunately we did not handle your package.

  I have reviewed the tracking information and researched the shipment details which indicates this package was sent through Deutsche Post - DHL Paket (the ****** equivalent of the **** postal system).

  Tracking numberCY573321870DE
  FromFRANKFURT/FLUGHAFEN
  ToALEXANDRIA, *********
  Origin *******
  Destination *************
  Found inDeutsche Post - DHL Paket ****
  Tracked with couriersDeutsche Post - DHL Paket ****
  Postal ********************************************************* **** tracking is also showing these details: *****************************************************************************;We suggest that you reach out to **** for additional assistance to learn about, or file, an insurance claim for loss or damage of domestic items: ************************************ or call **************.

  Sincerely,
  DHL eCommerce Solutions Team

  
  

• Initial Complaint

  Date:08/30/2023

  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 TRACKING NUMBER IS **************************!!!! THIS PACKAGE HAS BEEN SITTING IN THIS DHL ECOMMERCE FACILITY IN AVENEL, ********** FOR DAYS NOW AND IT HAS NOT MOVED!!!!! NOW, THESE PEOPLE BETTER GET TO WORK AND DELIVER THIS PACKAGE TO THE **************** POST OFFICE, OR I AM GOING TO HAVE TO FILE CHARGEBACKS TO THE SELLER WHO SHIPPED MY PACKAGE!!! THERE IS ***NO*** REASON WHY THIS SHOULD BE JUST SITTING THERE IN THIS FACILITY!!!! NOW GET TO WORK BEFORE I START FILING CHARGES AGAINST THIS COMPANY FOR STEALING MY PACKAGE!!!!!!!

  Business Response

  Date: 08/30/2023

  Greetings *****,
  
  We have reviewed the tracking information and researched the shipment details which indicates the package had no delivery issues. Per **** tracking is showing: Out for Delivery, Expected Delivery Between 9:00am and 1:00pm, ****************, ** 18301, August 30, 2023. Please allow time for **** to make final delivery. 
  
  The seller/merchant sent the package as SM Parcel Ground, with a 3-8 business day delivery option. This includes processing/transit/delivery from the date that the package is received/processed by DHL eCommerce. The package is within its delivery window. 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.
  
  If you do not receive your package, we recommend contacting your seller (merchant) and they may take any necessary steps or options to provide you with claim assistance.
  
  Sincerely,
  DHL eCommerce Solutions Team

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20541539
  
  I am rejecting this response because:  IF I HADN'T FILED A COMPLAINT, THIS PACKAGE WOULD ***STILL*** HAVE BEEN STUCK THERE IN AVENEL, **********!  HOW ABOUT SHIPPING IT WHEN YOU RECEIVE THE PACKAGE INSTEAD OF HOLDING IT FOR DAYS!  AND ALSO, UPDATING THE STATUS WHEN IT GETS TO ****************!
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/01/2023

  Greetings *****,
  
  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 ground, which can typically take up to 3-8 business days once received at the origin facility. We received and processed this package on 8/28/23 with an expected delivery date of 8/31/23. When you don't see any additional tracking scans for a package it is because it is in transit to its next destination. Once arrived it is scanned and then the tracking will update on the website. 
  
  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: 09/05/2023

   
  Complaint: 20541539
  
  I am rejecting this response because:  IF I HADN'T FILED A COMPLAINT, DHL WOULD NOT HAVE SHIPPED IT.  THEY WERE HOLDING ONTO THE PACKAGE FOR A LITTLE BIT TOO LONG.  YOU CAN KEEP SENDING ME THESE STUPID RESPONSES, BUT MY ANSWER IS GOING TO BE THE SAME!!!!!
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/21/2023

  **2nd time Follow up Response for 8/30/23 Arrived within delivery window**

  Greetings *****,
  
  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 ground, which can typically take up to 3-8 business days once received at the origin facility. We received and processed this package on 8/28/23 with an expected delivery date of 8/31/23. When you don't see any additional tracking scans for a package it is because it is in transit to its next destination. Once arrived it is scanned and then the tracking will update on the website. 
  
  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

  Business Response

  Date: 09/21/2023

  Responded to the original complaint & the rejection. Unfortunately, Shipping Delivery Window is the time it is expected to deliver (includes processing/transit/final delivery). The seller/merchant is responsible for setting shipping expectations with their customers for estimated dates of delivery. Tracking events take place each time the package label is scanned, and updated tracking will not been seen on the websites until then.
  
  We advised the consumer to contact her 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: 09/22/2023

   
  Complaint: 20541539
  
  I am rejecting this response because they are not going to get a satisfied customer iut of me and they need to knock it off with sending me this BBB form!!!!
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/28/2023

  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 a package which said I should receive this week and still no package or updated delivery. All I want to know is where it is and when it should arrive and no one can answer me tracking number is 202307201249KO2ZXN

  Business Response

  Date: 07/31/2023

  Greetings ********,
  
  Thank you for your inquiry. We reviewed the tracking and it shows that this item was processed by DHLeC on 7/29/23. Please keep in mind International shipments, using the **** Parcel Intl Direct), will normally deliver within (****) business days from US departure to (******). This includes processing/transit/delivery from the date that the package is received/processed by DHL eCommerce. Please allow time for customs clearance and final delivery to occur. 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 recommend contacting your seller (merchant) of the package, if you have any additional questions or concerns.
  
  Sincerely,
  DHL eCommerce Solutions Team

• Initial Complaint

  Date:04/26/2023

  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 bought an item from a company called Raycon on April 14th 2023 (tracking # **********************). This company was providing a delivery service from the Raycon to my address. The item is headphones worth $120. It is now April 26th and no package, when the estimated delivery day was April 23rd. DHL tracking says April 22nd tendered to delivery service meaning it was supposed to be tendered to **** however **** has still not received the item and my **** tracking says awaiting item (tracking # **********************.) I called DHL for more information and all they could tell me was that their system shows in transit, however they acknowledged that it was much past the delivery day and that they had no way to know where to package actually is. This is way out of the delivery expectation provided by DHL and Raycon. The customer service person for DHL told me that I should reach out to Raycon to settle this because they have no way of locating my package. I asked to file a complaint with DHL while on the phone with customer service and they informed me they cannot communicate with the company and the most I can do is take a customer service survey about our call.

  Business Response

  Date: 04/26/2023

  Greetings Kallista,
  
  We have reviewed the tracking information and researched the shipment details which indicates the package has experienced a service delay. 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 4/22/23. 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 if you do not receive your package by 5/3/23 to contact 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:04/03/2023

  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.

  Twice DHL have lost a package from Dolls Kill. They say to contact the vendor but the vendor say to contact DHL. This is very frustrating and unprofessional.

  Business Response

  Date: 04/03/2023

  Greetings ******,
  
  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, In/At Mailbox, ***************, ** *****, March 27, 2023, 5:23 pm. There were no delays reported in the area during this shipments time frame.
  
  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 ground, which can typically take up to 3-8 business days once received at the origin facility. We received this package on 3/21/23 with an expected delivery date of 3/28/23.
  
  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

• Initial Complaint

  Date:03/16/2023

  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 have coming from DHL tracking number they said can't find it told me contact person I bought from they don't track down packages

  Business Response

  Date: 03/16/2023

  Greetings *******,
  
  We are sorry to hear that you are having delivery issues.
  
  DHL has several divisions in our network or delivery. We want to assist you, so at your earliest convenience please provide us the DHLeC or **** tracking number. We will then be able to research and provide further assistance.
  
  Sincerely,
  DHL eCommerce Solutions Team

• Initial Complaint

  Date:03/01/2023

  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.

  Ordered items from *******************. Paid extra for expedited mail. Said C expected deliver January 25. Today is the 26. *** says-expedited May still take 5 days for delivery. Thats false advertising. ******** and giving an expected date, yet changing it and saying it could take 5 days for delivery. Its not the dollar amount-its the advertising.

  Business Response

  Date: 03/02/2023

  Dear ******************,

  I am sorry to hear that you have not received your expected purchase.   You have raised this complaint against DHL Global Forwarding.  We are the commercial, heavyweight division of DHL.  Your shipment is being delivered by one of our sister companies - DHL eCommerce.   I have asked my colleagues from DHL eCommerce to reach out to you for resolution.

   

  best regads,

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

  Business Response

  Date: 03/08/2023

  Greetings *****,
  
  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 [IN/AT MAILBOX]2/25/23 3:50 PM CT77433Cypress, **. There were no delays reported in the area during this shipments time frame.
  
  The seller/merchant is responsible for setting shipping expectations with their customers for estimated dates of delivery. The seller/merchant sent the package with a 2-5 business day delivery option. This includes processing/transit/delivery from the date that the package is received/processed by DHL eCommerce. The package was delivered within the delivery window.

  You may contact your seller/merchant if you have further grievances, and they may be able to offer you further assistance. 

  Sincerely,
  DHL eCommerce Solutions Team

• Initial Complaint

  Date:01/20/2023

  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.

  Several packages I have ordered in the last year that have been shipped through DHL have gone missing. The two most recent orders are in limbo somewhere with no one taking responsibility for having lost them. I searched online for answers and found that this is an ongoing issue with DHL, especially when rendering to delivery service provider, specifically in ****** **. The first of the most recent orders was tracking number **************** last updated on Oct 25 2022 as having been tendered to delivery service provider in ****** ****** however **** says they never received it. The second one was tracking number **************** last updated on Jan 11th 2023 with no update since.

  Business Response

  Date: 01/23/2023

  Greetings *******,
  
  DHL works in partnership with **** for local door-to-door deliveries to your mailbox. The seller/merchant sent the package with a 3-8 business day delivery option. This includes processing/transit/delivery from the date that the package is received/processed by DHL eCommerce. Once DHL turns the packages over to the **** sorting facility, it enters their delivery network and is routed to your local post office, which is usually when the next package scan will occur.Either website DHLeCS or **** will not receive any further updated tracking information until that time. Visibility on a consumers package is limited on our end until we get that scan from the local post office. 
  
  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. 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 **** i.e:weather, transport issues, sort facility capacity, mis-sent issues, packages lost in transit, scratched barcodes, theft, damaged packages, mechanical issues, carrier mishaps etc
  
  We reviewed the tracking#**************** and researched the shipment details which indicates the package had experienced a service delay. However, tracking is showing per ****--Out for Delivery, Expected Delivery by 3:30pm, *******************, January 23, 2023.
  
  We reviewed the tracking#**************** and researched the shipment details which indicates the package was manifested by DHLeCS on 10/25/22 and then tendered to the delivery service provider. There have been no updates by **** to offer further tracking insights. We recommend contacting the merchant for escalated assistance.Per their contractual agreement with DHLeCS for claims, they can initiate any further investigations necessary and should provide you with further options.We apologize for any inconvenience that this has caused.
  
  Sincerely,
  DHL eCommerce Solutions Team

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18869776
  
  I am rejecting this response because: 3341810240260001 last updated on Oct 25 2022 was never received by shipping partner. According to online forums, this is a problem with this particular location in ****** ** and its been going on for years. If DHL truly cared about their customers and the services they provide them, they would have investigated and resolved this issue a long time ago. But this particular location continues to be where an unusually high number of lost packages are last scanned. 
  
  Sincerely,
  
  ******************************************

  Business Response

  Date: 01/24/2023

  Greetings *******,
  
  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 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. 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 are unable to obtain any other information for this 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 Solutions Team

• Initial Complaint

  Date:01/07/2023

  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 checks through regions bank online shipped dhl eCommerce been sitting in ************** same spot for 10 day no updates no moving in system evidently lost and Monday day 12 been sitting in one spot and i will contact my bank dispute funds paid for the item as usual never a real way to ever speak to a human like all other complaints and replies even generic scripted same replies they never admit any fault in there end always blame seller when item is in their system its their responsibility from then on..well like i aid item be refunded Monday jan 9th was told my seller on regions bank item be delivered by 3rd of January just for the company info probably go federal trade and fcc put in complaint and include this bb link too showing that the company never ever accepts any responsibility for their errors dhl TRACK: eCOMMERCE SOLUTIONS *******************************

  Business Response

  Date: 01/09/2023

  Greetings ******,
  
  We have reviewed the tracking information and researched the shipment details which indicates the package appears to have experienced a service delay. The packages last visible scan shows it is with the final mile delivery provider *****
  
  The package was shipped via the *************************** that offers delivery within 3 8 business days from the date that DHLeCS receives the package. The business days calculation does not include Sunday or any other day that **** does not deliver packages e.g. a postal holiday like New Years Day which was observed on Monday, January 2, 2023. It may also have incurred transit delays due to weather.
  
  Since the package has not received any further 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.
  
  If you do not receive your package by end of the week, we recommend contacting the bank for further assistance. The bank can contact their vendor to 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 per our contractual agreement. Sorry for any inconvenience experienced.
  
  Sincerely,
  DHL eCommerce Solutions

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18700590
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

   

  they claimed that 2 days ago and im a **** member of informed delivery so thats all lies like they do all there packages its is sitting in some facility still in some bin  that is  ********** trade and fcc and justice **** see whats up  with al 100s users links that have lied about and i hope they do likw they did qlink raid then confiscate all servers physical records for proof and prosecution  stilll leAVING THE OPTION OPEN TO *** IN FEDERAL COURT FOE 10 BILLION DIOLLARS AS A CLASS OPEBNCASE
  

• Initial Complaint

  Date:01/03/2023

  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.

  They are the carrier for a package that was supposed to be received by me prior to any snow and Christmas. Tracking says the package has been at their facility for several days. When I called she said it wasnt there and they have no mail and transferred me twice to an automated system when I asked to speak with management. When I called back the phone has been sent straight to VM. Evidently my package is with a driver and has been for a week and missed being delivered by the expected date of 12/21 and didnt make it for Christmas and is now in an unknown location. This is the 2nd time they have not delivered packages from the same store. Either employee is stealing mail (my understanding this is a federal offense) or this business is poorly managed and more than likely both.

  Business Response

  Date: 01/05/2023

  Dear Sir ***************** recent complaint with BBB for a delayed delivery of your shipment was posted against DHL Global Forwarding.   We are the heavyweight, commercial division of DHL. 

  Your package is moving with one of the divisions of DHL called DHL eCommerce.   DHL eCommerce uses US ************** to deliver the last mile of delivery for international packages.  

  I have forwarded your BBB complaint to my colleagues in DHL eCommerce for resolution.

  best regards,

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

   

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18643238
  
  I am rejecting this response because: it isn't an answer. They are only saying they are forwarding it to the right place. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/06/2023

  Greetings *****,
  
  We have reviewed the tracking information and researched the shipment details. Tracking is showing a successful delivery by ***** Delivered, In/At Mailbox, ****************************, December 27,2022, 10:53 am. There may have been a slight delay due to inclement weather Natural Disasters notifications posted on 12/22/22, which is out of our control.
  
  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. Expected delivery was 12/24/22.
  
  However, **** tracking is also showing NOTICE LEFT on 12/24/22. **** may have been unable to deliver or leave the package unattended and left a notice for recipient to contact for pickup or redelivery.
  
  Sincerely,
  DHL eCommerce Solutions Team

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18643238
  
  I am rejecting this response because: there was no notice left at anytime. Inclement weather occurred after the package was to be delivered, therefore weather was not the reason for the delay. Tracking stated the package was at DHL prior to, and during inclement weather. When I called the local facility, the lady stated No packages were there and she was to transfer me to a supervisor.  She did not and when I called back the call went to VM for the remainder of the attempts. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/10/2023

  Greetings *****,
  
  DHL works in partnership with **** for local door-to-door deliveries to your mailbox. The seller/merchant sent the package with a 2-5 business day delivery option. This includes processing/transit/delivery from the date that the package is received/processed by DHL eCommerce. The package was processed by DHLeC on 12/20/22 and tendered to the delivery service provider on 12/22/22. Once DHL turns the packages over to the **** sorting facility, it enters their delivery network and is routed to your local post office, which is usually when the next package scan will occur. Either website DHL or **** will not receive any further updated tracking information until that time. Visibility on a consumers package is limited on our end until we get that scan from the local post office. 
  
  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. 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 **** 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. We apologize for the inconvenience that this has caused.
  
  Sincerely,
  DHL eCommerce Solutions Team

  Customer Answer

  Date: 01/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find this resolution is the best that is going to be received. Passing blame and no responsibility to change. I accept it is, what it is.
  
  Sincerely,
  
  *******************