KN
Kevin N
1 reviews | Active since Jul 2011
30 Jun 2020, 09:36
Slow shipping from a typically good company
I've used DHL many times and they are usually fast and efficient. However, DHL has really disappointed me recently with the speed of their "Express" service. I shipped a package on 19/6/2020 and it has yet to arrive at the date of this review (looking at the tracking it may arrive 2/7/2020). Paying around $50/R850 for 173grams they do charge a fair amount but is normally accepted for the speed of the service.
There were long periods with no updates on the website tracking. The shipping time stated by the company I purchased from was 2-3 days (I asked them and they say the delay is on DHL's side). Due to the cost I feel a partial refund is fair in this situation.
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Replies (2)
DHL Express's replyOfficial
08 Jul 2020, 12:28Dear Kevin,
Thank you for your post. On behalf of DHL Express, I would like to apologize for the undoubted inconvenience the delay in delivery of the above shipment has caused. In particular, we refer to your request for compensation because your shipment was delayed.
DHL conducts business in accordance with its standard Terms and Conditions of Carriage. These conditions can be found on the back of any DHL Waybill, a copy of which is attached to this letter for your information. Please be advised that when you or your representative ordered our services using our service tools and/or signed the ‘Shipper’s agreement’ section of the Waybill, you entered into a legally-binding contract and agreed that DHL’s Terms and Conditions were all the terms of the contract between DHL and yourself. We draw your attention to clause 6. Whilst DHL makes every reasonable effort to deliver shipments in accordance with DHL’s regular delivery schedules, DHL does not guarantee that a shipment will reach its destination within a specified period of time.
Therefore, DHL is not liable for any damages or loss caused by delays and unfortunately cannot grant your request for compensation.
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. Incidents of this nature are not taken lightly and we appreciate feedback from our valued customers in order to improve on our services.
Regards.Avery Visagie Customer Care Executive ZA | DHL Express
Thank you for your post. On behalf of DHL Express, I would like to apologize for the undoubted inconvenience the delay in delivery of the above shipment has caused. In particular, we refer to your request for compensation because your shipment was delayed.
DHL conducts business in accordance with its standard Terms and Conditions of Carriage. These conditions can be found on the back of any DHL Waybill, a copy of which is attached to this letter for your information. Please be advised that when you or your representative ordered our services using our service tools and/or signed the ‘Shipper’s agreement’ section of the Waybill, you entered into a legally-binding contract and agreed that DHL’s Terms and Conditions were all the terms of the contract between DHL and yourself. We draw your attention to clause 6. Whilst DHL makes every reasonable effort to deliver shipments in accordance with DHL’s regular delivery schedules, DHL does not guarantee that a shipment will reach its destination within a specified period of time.
Therefore, DHL is not liable for any damages or loss caused by delays and unfortunately cannot grant your request for compensation.
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. Incidents of this nature are not taken lightly and we appreciate feedback from our valued customers in order to improve on our services.
Regards.Avery Visagie Customer Care Executive ZA | DHL Express
DHL Express's reply08 Jul 2020, 12:28
Official
Dear Kevin,
Thank you for your post. On behalf of DHL Express, I would like to apologize for the undoubted inconvenience the delay in delivery of the above shipment has caused. In particular, we refer to your request for compensation because your shipment was delayed.
DHL conducts business in accordance with its standard Terms and Conditions of Carriage. These conditions can be found on the back of any DHL Waybill, a copy of which is attached to this letter for your information. Please be advised that when you or your representative ordered our services using our service tools and/or signed the ‘Shipper’s agreement’ section of the Waybill, you entered into a legally-binding contract and agreed that DHL’s Terms and Conditions were all the terms of the contract between DHL and yourself. We draw your attention to clause 6. Whilst DHL makes every reasonable effort to deliver shipments in accordance with DHL’s regular delivery schedules, DHL does not guarantee that a shipment will reach its destination within a specified period of time.
Therefore, DHL is not liable for any damages or loss caused by delays and unfortunately cannot grant your request for compensation.
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. Incidents of this nature are not taken lightly and we appreciate feedback from our valued customers in order to improve on our services.
Regards.Avery Visagie Customer Care Executive ZA | DHL Express
Thank you for your post. On behalf of DHL Express, I would like to apologize for the undoubted inconvenience the delay in delivery of the above shipment has caused. In particular, we refer to your request for compensation because your shipment was delayed.
DHL conducts business in accordance with its standard Terms and Conditions of Carriage. These conditions can be found on the back of any DHL Waybill, a copy of which is attached to this letter for your information. Please be advised that when you or your representative ordered our services using our service tools and/or signed the ‘Shipper’s agreement’ section of the Waybill, you entered into a legally-binding contract and agreed that DHL’s Terms and Conditions were all the terms of the contract between DHL and yourself. We draw your attention to clause 6. Whilst DHL makes every reasonable effort to deliver shipments in accordance with DHL’s regular delivery schedules, DHL does not guarantee that a shipment will reach its destination within a specified period of time.
Therefore, DHL is not liable for any damages or loss caused by delays and unfortunately cannot grant your request for compensation.
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. Incidents of this nature are not taken lightly and we appreciate feedback from our valued customers in order to improve on our services.
Regards.Avery Visagie Customer Care Executive ZA | DHL Express
KN
Kevin N's updateReviewer Update
08 Jul 2020, 12:31Thank you for the detailed response.
KN
Kevin N's update08 Jul 2020, 12:31
Reviewer Update
Thank you for the detailed response.