Complaints

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

• Initial Complaint

  Date:12/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 12/14/2022

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

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

• Initial Complaint

  Date:12/13/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 12/14/2022

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

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18559707
  
  I am rejecting this response because:

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

• Initial Complaint

  Date:11/14/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The contents of my delivery were switched inside a package, but it was switched to a glass bottle. order number CY566049025DE

  Business Response

  Date: 11/14/2022

  Dear Mr. ************** your Better Business Bureau complaint you included a shipment reference # - CY566049025DE.   We do not have any record of this shipment in our system.

  You have reached DHL GLobal Forwarding.  We are the heavyweight commercial division of DHL.  

  Can you please confirm whether your shipment was handled by us, DHL Global Forwarding, or with one of our sister companies such as DHL Express or DHL eCommerce ?

  Do you have any other information on this shipment such as a tracking # or hawb ?

  best regards,

   

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

   

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18393543
  
  I am rejecting this response because:
  Here is the link for tracking. I'm not sure if it is DHL express or DHL commercial 

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

  Business Response

  Date: 01/03/2023

  Greetings Xiooqi,
  
  Thank you for contacting us. I have researched the tracking number supplied (CY566049025DE). This number is not recognized as a valid tracking number in our DHL eCommerce systems. We have many different divisions and this number appears to be a tracking number from ************* DHL Group. They work in conjunction for packages sent from ******* to *** through postal channels.

  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:
  Customer service BRIEF: ************
  Mon.-Fri.: 8:00 a.m. - 6:00 p.m. *
  Sat.: 8:00 a.m. - **** p.m. *
  

  Sincerely,
  DHL eCommerce Solutions Team

• Initial Complaint

  Date:11/05/2022

  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.

  AWB9155322886.I filed a complaint 6 days ago against DHL Express but they have yet to respond. I ordered a watch from a seller in *****, and it shipped on 10/25. 3 times I was asked by customer service to fill out a watch work sheet, and I filled it out every time. The first time I filed it out for the amount on my actual invoice as I paid in US dollars, $1950. **************** contacted me and said I needed to fill it out for $1972.46, I have no clue why, but I did anyway. Then customer service comes back and asks me to fill it out for the total in ******** Yen, because that is what was on the invoice, so I did that and emailed it to 4 customer service people that I had been working with. A day and a half later, I get an email from another customer service rep asking where the watch work sheet filled out in ******** Yen was, and I explained that I emailed it to 4 people the day before, so I sent it to her too, now 5 times I emailed the watch work sheet to DHL Express, including *****************************. Another day and a half passes and nothing changed on my packages status, so I called up customer service and they asked me to send in the watch work sheet in ******** yen, so I explained that I had sent it in to 5 separate people 2 days before. Finally they said they received it and then sent me a payment link so I could pay the duties. But I wasn't just charged duties and the typical fees, you're now trying to charge me a $120 bonded storage fee because you're incompetent customer service team kept tripping over their feet and causing delays? This is abhorrent, ridiculous, disgusting, absurd. Do you typically charge your customer a fee to cover your own mistakes? I'm certainly not paying this and have sent in complaints to the ** attorney general and am composing a letter to ***********************, CEO of DHL ******************** God forbid you should send the package back to *****. Fix this.

  Business Response

  Date: 11/07/2022

  Greetings ******,
  
  Thank you for contacting us. I have researched the tracking number supplied (AWB9155322886). This number is not recognized as a valid tracking number in our DHLeC systems. We have many different Divisions and this number corresponds to our 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.
  
  Please see contact information below for further assistance:
  https://mydhl.express.dhl/us/en/help-and-support.html#/contact_us
  
  Customer Service
  ********** DHL ***************)
  
  Sincerely,
  DHL eCommerce Solutions Team

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18363097
  
  I am rejecting this response because you dont care about your customers.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/25/2022

  Type:Billing 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 plave a order from rockauto.com and the order was shipped through DHL and I have been watching the tracking information and yesterday at 5 in the morning shown in ******* ** and I am only 3 hours from ******* ** and I have had similar issues with DHL before and I have file a complaint with the attorney ************** in *********** ** about this

  Business Response

  Date: 10/26/2022

  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 **** at the front door or porch at 2:14 pm on October 25, 2022 in ************************. There were no delays reported in the area during this shipments time frame.  
  
  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 on 10.25.22 within the delivery window. Factors that affect the actual TAT (Turn-Around-Time) are the distance from origin to destination. Also, delivery 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, and they may take any necessary steps or options to provide you with further claim assistance.
  
  Sincerely,
  DHL eCommerce Solutions Team

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18309299
  
  I am rejecting this response because:
  I have contacted the merchant about this issue and they have always made sure that they have gotten my order shipped and delivered within a 2 day delivery run and this is not the first time that I have had issues with dhl I ordered from a different company on a order and they had to send me the exact same order as the first one and I gotten that order in before the first one  I have a set set of the same order that I don't have any use for 
  **********************************************

  Business Response

  Date: 10/26/2022

  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 expedited, which can typically take up to 2-5 business days once received at the origin facility to its final destination.
  
  Unfortunately, all fees for items you purchase/ship, you pay to the seller. If you have any other questions or concerns regarding the shipping of your package, please contact the seller/merchant for further assistance. 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: 10/27/2022

   
  Complaint: 18309299
  
  I am rejecting this response because: I am rejecting this response because if I paid for 2 day shipping the company guaranteed 2 days for my order i have contacted my attorney and she said that if I pay for 2 day guarantee then it should be guaranteed for 2 day 
  
  **********************************************

• Initial Complaint

  Date:10/13/2022

  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 Sept 29, 2022 I received 3 emails from DHL eCommerce Solutions to prepay duties and taxes by Oct 2, 2022 in the amount of $68.16 CAD for Parcel GM545xxxxxxxxxxxxxx. The links provided in these emails wouldn't work. I get another email from DHL on Oct 1, 2022 to remind me of this prepayment option. This time the links worked. So, on Oct 1, 2022, I made the online payment and received a confirmation from DHL - payment confirmation number (see uploaded doc for number) and notice that my international package has cleared customs and enroute.Unknown to me, DHL then passed package to ************ CAD P attempted to delivery package on Oct 11, 2022. However, payments were again said to be owing for customs and taxes. The package is now sitting at a nearby delivery depot until I make efforts to have DHL communicate to *********** that payment has already been made. ***********s' system cannot fit the long payment confirmation no. DHL gave in email.The ************ DHL rep provided was to call Merchant (which isn't their issue) or email ************************************ According to ***********, all I need from DHL is a p.o.p. number to insert into their system to confirm payment. I emailed DHL on Oct 11/22. DHL stated that I could receive a response within 48 hrs. In hopes of receiving practical assistance, I followed-up with DHL reps 3 times via phone (Oct 11, 12, 13) to no avail.It's now past 48 hrs. I attempted again by phone to speak to DHL Rep. **** she regurgitated same non-helpful options, I requested to speak to someone of authority. She said she'd place me on-hold and I believe she terminated the call.Today I followed up with an email stating that 48 hrs has passed and I still didn't receive a response. Explained I'd be escalating this to BBB. An hour or so later I rec'd an auto email generated with case number. But the email states I may have to wait another 48 hrs.Based on this run-around, I'm submitting this complaint as I do not trust them.

  Business Response

  Date: 10/13/2022

  Hello ****, Please accept our apologies as we research to see where the breakdown occurred why your pre-payment was not processed. I see that we responded to you a few minutes ago that we are reviewing this case and will process a refund of the duties & taxes you pre-paid. We can now confirm a refund of ***** CAD has been processed. Our rep will be responding to your email with the same information shortly. Once again please accept our sincere apologies for any inconvenience experienced.

   

  Sincerely,

  DHL eCommerce Solutions.

  Customer Answer

  Date: 10/14/2022

   
  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,
  
  *************************