1 reviews | Active since Nov 2019
Service Failure - incorrect information passed to the client via call centre and website
Our company required a tender submission to be delivered the following day by 12 noon. After confirming with DHL call centre and as per their website (which also lists the noon delivery), we ordered a time-definite product service and further confirmed with the driver on collection. Only for the tender not to be delivered on time.
I sent DHL customer service a service failure email, to be told that the Pre 12 time is no longer provided and that the website and call centre is wrong. Hence I will not be refunded.
My question is if this service is no longer offered, why did DHL collect my package along with the request for it to be delivered by noon the following day, why provide incorrect information via call centre and website then expect the client to fit the bill? Why take my business if you cannot fulfil the service?
Thank you for writing to us.
Once again, I regret any inconvenience caused by this incident. I appreciate that this has not been a happy encounter with DHL Express, as we strive to offer a top quality service at all times.
I am working on the matter and looking for an amicable solution to the situation at hand.
Should you have any other queries in the meantime, do not hesitate to get back to me. I will be delighted to help you.
Kind regards.
Thank you for writing to us.
Once again, I regret any inconvenience caused by this incident. I appreciate that this has not been a happy encounter with DHL Express, as we strive to offer a top quality service at all times.
I am working on the matter and looking for an amicable solution to the situation at hand.
Should you have any other queries in the meantime, do not hesitate to get back to me. I will be delighted to help you.
Kind regards.