Klacht: Delivered’ on tracking but nothing received

op 30 juni 2020 over DHL in de categorie Koeriersbedrijven en post

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Mijn Klacht:

I was expecting an insured package (worth 500 euros) from Germany. On Saturday, June 26 I get a ‘Delivery interrupted, the parcel is delayed for one or two days’ notification. OK, on Monday, June 29 the tracking says delivery time 11:00-15:00. Nothing arrived. Then finally at 19:13 a tracking update – out for delivery. And eventually at 22:04 tracking shows ‘Delivered’ with my home address next to it. However, I received absolutely nothing! My house is on the ground floor and facing the main street which is not busy – not a single delivery vehicle was seen passing by or stopping after it was ‘out for delivery’. So I contact DHL today, June 30. They say it is weird that the delivery happened so late at 22:04 because their delivery guys are not on the streets after 21:30. After I requested the GPS coordinates of the delivery scan, they told me: this driver did not have a hand scanner yesterday and scanned everything when he arrived back at the city hub. WOW, it is simply beyond my comprehension how would they let someone with no scanner handle the delivery of insured packages, having no proof of the deliveries whatsoever?
I was then suggested to wait it out and if nothing arrives, contact the sender…
I’m not having any expectations anymore and I just wish DHL would at least buy a scanner for their delivery guys.

Gewenste Oplossing:

When you provide scanners for your delivery guys and when I receive my package.

Bericht van Robin van Klacht.nl

1 maand geleden - Ik heb een email gestuurd naar DHL over deze klacht.

Bericht van Robin van Klacht.nl

1 maand geleden - Deze klacht is zojuist door DHL in behandeling genomen

Bericht van Robin van Klacht.nl

1 maand geleden - We hebben bericht ontvangen dat DHL een oplossing geplaatst heeft bij deze klacht


Heeft op 30 juni 2020 om 12:44 geantwoord

Geboden Oplossing:

Good Afternoon,

Thank you for contacting us. At very busy times we sometimes do have more couriers than hand scanners. If this happens we let some of our couriers make their route with the list on paper.
If they have parcels where we need a signature, the signature will be put on paper. Like the old times ;).

After these couriers find their way back to the local cityhub, they need to process the data of that list on paper. In this case it looks like something went wrong there and some of the parcels got the wrong scan, at the same time. We need to solve this by sorting the parcel again and, unfortunately with some delay, these parcels will have a new delivery attempt.

However, I do question if the same goes with your parcel. I see the same problem with getting the wrong scan at the same time. But it also does look like the original problem, which caused the delay at first, has not been solved yet.
Therefore I would want to advise you to contact the shipper right away and not to wait for a new sorting moment. Your shipper can open an inquiry with DHL so we can look in to it.

My apologies for the delay and any other inconvenience.

Kind regards,
DHL Parcel Webcare

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