Mijn Klacht:

Dear Sir/Madam

I have a parcel that was delivered from Germany to NL, with tracking number 968532706562.

According to the tracking site, it said that the postman attempted to deliver it twice, and recipient is not home.

However, there was no note left in my mailbox, till the day that I realised the parcel took too long to be delivered.

I checked on the website and such information was given (which is also the latest tracking info, from 1st of apr ,not a funny joke for that day though!)

“01 apr 2015 18:11 geadresseerde is verhuisd. pakje gaat retour afzender.
01 apr 2015 18:11 pakje is afgeleverd bij de buren op postcode 1502GT huisnummer 2”

That was very strange because as I mentioned, there were no notes left in my mailbox, and the neighbour that I have never met told the postman that “I moved” and then suddenly the package was “return initialed” and then MIA.

I called DHL numerous times on their 0900 number which costs a lot of money and time, each time they were like “only the sender can file an investigation, we cannot do nothing about it”, “we don’t know where the parcel is, neither we will offer you any help to trace it”. That is not the purpose for set up the customer help service i guess, to telling customers who has problem that “We cannot help you”, something that is totally on the opposite way of the original purpose, regardless the 1 euro per call high surcharge.

According to this tracing information, I think there is a high chance that, the parcel is still in the Netherlands, but being forgotten in the corner of the central sorting center.

Hope post the complaint here can do any help.
Btw, the shipper of this parcel is having some health issue, and currently having a regeneration session in the hospital, that would be nice, if DHL would like to sort out this problem without bring up extra problem for the shipper who has health issue.

And since DHL made this mistake on their own in the first place, I think to show the attitude to their clients that, they acknowledged their mistake in this specific case, and would like to fix it to maintain the image of the company and the confident of the customer would be great.

Best regards,

Simin Cao

Gewenste Oplossing:

I wish DHL would offer a delivery to my address, to a parcelshop or at least arrange a pick up in their sorting center where the parcel is located, because this was their mistake in the beginning, they should fix it, now their attitude is
"We can make mistake, but we will not fix it nor help you the least bit, good luck with it"

However if the parcel is really on the way back to the sender(which is not possible, their arrival scan system is quite good, they won't forget to do it), please at least provide real time information so everyone knows what's going on, without causing frustration on the side of recipient nor the shipper. Especially when the shipper is under such kind of health condition.

Cheers