From bad service to good service.

I ordered a packaged from the UK to be sent to CPT. Overall the international delivery and customs processing went fast, however, the local delivery process has been a terrible experience..

My delivery was originally scheduled to be delivered during the afternoon batch (14:00-16:30). I had purposely postponed meetings, and appointments to be available for the delivery. 16:00 came by, no sign of the driver nor notification. I contacted HO and the customer service agent and supervisor was unable to get through to the driver telephonically. 17:00 came by, and still no response. I re-phoned HO and they still advised that they were unable to get through to their driver and advised that I should just wait around. I continued to wait until 18:20 until I received a SMS / notification that my parcel was marked as "recipient not home." The driver did not even ring the intercom / hoot / SMS / attempt to give me a call which I find is bad customer service on top of being 2 hours late.

I phoned HO again, to re-arrange a different delivery address as I wasn't going to be at home the following day. I had a service agent send me the redirection form, and I completed and sent them back 5-10 minutes later. I was promised I would receive my parcel the following morning.

Fast forward to the following morning. I received a call from the driver and advised that he was outside the 'wrong' address (the address prior to being changed) - it turns out the service agent didn't process the redirection request. I re-phoned HO to send the completed redirection letter to another member of the staff. The staff member, and the driver advised he would drop off the parcel at the center for the next delivery driver to pick up and deliver.

After going beyond the delivery time of 16:30, I re-phoned HO to follow up as the delivery driver dropped off the parcel but didn't arrange for the afternoon driver to deliver it. I got redirected to Michael at the CPT delivery center. Michael was extremely helpful and professional. He ensured that he’ll assist me and contact the driver directly. I shortly received a call later from Regan which admitted that there was an issue and apologized. He was extremely helpful and dedicated to assisting me. He made further arrangements with a driver (Lee-roy) to come and deliver my parcel on the day after 18:00. I would also like to commend Lee-roy for driving out until 19:00 to deliver it and being friendly.

I do not mind if mistakes are made, but I have an issue when there is a lack of communication or indication of something being done/rectified. I would just like to thank Michael, and Lee-roy greatly for assisting me further and going out-their-way to resolving the problem.

I would consider doing business with DHL again in the future based on my experience with above mentioned staff. However, I feel that the lines of communication between service agents and drivers could be improved so customers like myself, can be more informed of exactly what is happening without needing to call in 5+ times a day.