Klacht: Never come to your home and they write they came

EnassA op 20 februari 2021 over DHL in de categorie Koeriersbedrijven en post

Nieuwe klacht
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Klacht afgesloten

Mijn Klacht:

I wrote a complaint to them but no valid reply or customer service, it always happen to me with every shipment.
Everytime I excepted a shipment i found in the delivery day that status” we came but you are not at home” that status is not true. I never leave my home even I didn’t left my home for the past 5 months even once. When i complained to them they give me the same untrue answer because they believe their drivers and their system then believing a customer who complaint several times to them. even now they are developing in their low customer service by returning the shipment without leaving it at DHL service point like before. They just decided in my behalf that i’m not at home and they never visited also now returning the shipments to pay again for the sites a new delivery charge for them to say untrue things that i’m not at home

Gewenste Oplossing:

Escalating it to their management to investigate it and stop writing the untrue things in their systems that the customer was not at home. Be honest and don’t blame your customers for your mistake of not visiting. Stop your customer service team from repeating what is in the system and try to listen understand their customers. They simply telling you when you write and email to them what is in their system so in indirect way they telling that i’m a lair and their system is true. They need to understand that their system their driver is on fault and not their customers

Bericht van Robin van Klacht.nl

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

Bericht van Robin van Klacht.nl

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

Bericht van Robin van Klacht.nl

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


Heeft op 20 februari 2021 om 13:45 geantwoord

Geboden Oplossing:

Good afternoon,

Thank you for your message.

I am sorry that you did not receive the parcels while you were home. According to our systems my colleague has filed a complaint for you to the CityHub, so this will be discussed with the courier. Therefore I expect this will not happen again. If it happens again, please contact us, so we can look into this for you. I am sorry for the inconvenience.

Kind regards,

DHL Parcel Webcare


Heeft op 20 februari 2021 om 14:10 geantwoord

I heard the same answer before and promised never will happen again but it happened again & again and it become worth that you returned my order without leaving it on the near service desk collect point, isn't this your process if you as your driver always mentions didn't find the person at home, so you leave the parcel at the near service point for DHL? Correct isn't this your process? Why my order didnt left at service point.
Anyhow its too much energy i spend with DHL so its better & easy to stop dealing with you or any site using your service

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