Abysmal service

* Package scheduled for pick up on 27/01/2020 was expected to be delivered 30/01/2020

*In the event, it was picked up on 31/01/2020 and delivered on 12/02/2020 (13 DAYS AFTER I WAS EXPECTING IT - and too late for the appointment at which the contents were needed)

* I paid (enormously) for an EXPRESS service.

* Reason given : sender error ( customs clearing instruction form and invoice written out by hand instead of typed)

* At no point was I informed that these forms had to be typed. POOR INFORMATION

*It took 3 days to establish that this was the problem.

* I was eventually sent a 'template' to complete online for only one of the forms CONTAINING ANOTHER CUSTOMER'S SENSITIVE AND PRIVATE INFORMATION - A TOTAL BREACH OF PRIVACY

* My package had no commercial value - so for 'value' - I inserted 0. 2 days later, informed that it has to have a commercial value - so I put 10c; 1 day later, I am informed that it has to be a value of greater than 50c : POOR INSTRUCTIONS

* The second form is eventually sent to me - but in pdf format - so I am unable to fill it in online. And the agent at DHL is UNABLE to send me the form in non-pdf format ............. INCOMPETENCE?

* A promise that an agent will contact me by phone never materialised. POOR CUSTOMER SERVICE. * Basically, if there is a problem, whether it be customer error or not, DHL seem to be incapable of sorting it out efficiently nor sensibly. The agents' knowledge of the workings of DHL is extremely poor, and the information given to the client lacks detail and is unclear .

* And, sadly, the trite platitudes and apologies given by agents, although I fully understand is an effort to placate a customer, end up being nothing less than nauseating ......... and the final insult it having an agent at every turn trying to sell you a deal if you do international shipping regularly.

* DHL would do well to pay as much attention to helping the customer effectively as they do to marketing their (abysmal) service.

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