Complaint Review: DHL Express

I used DHL to ship a package with extra insurance purchased to cover $500.00 value. Item was delivered smashed to pieces! Called their claims department as instructed by DHL sub-station from which package was mailed.

I reported the required information and was informed that if more information was needed that I would be contacted, and that the 'review process' could take up to 60 days.

I contacted DHL and was told I would have to fill out some forms, which they would be sending out. I waited and waited, but they were not forthcoming. I contacted the 'customer service representative' who was handling my claim and got an e-mail with an attached form. Huh? After all that waiting? I question why this wasn't done originally. I printed out the forms, filled them out and mailed them in along with the original shipping receipt and bill of sale for item to show it's value.

I got a letter from DHL stating: 'I have reviewed your claim and I regret that DHL Express is unable to accept liability. In the event shortage or damage of a ground delivery shipment is discovered by the recipient, DHL must be notified with 15 days of delivery. We did not receive notification within this time. Our records show this shipment was delivered on 5-11-06 and your notification was not received until 7-11-06. For this reason, I must respectfully deny your claim.' WHAT?

I had contacted them right away. They led me to believe the case was 'in review'. Then, the forms were never sent out!

They purposely stalled the process so that they could bow out of any responsibility! Notice how they don't deny negligence of the damage! Incidently, I had another incident with them for a $22 item, and the claim was handled the same way. And, I just got another (mostly) generated denial letter! They won't ever get a dime of my business again! They have no business being in the shipping industry!

All told, I used them to ship about 10 packages; 4 of which reached their destination damaged! They only rewarded one claim, denied two; I didn't even bother with the fourth! Their batting average on safe delivery leaves much to be desired. When I use USPS, only about one in 50 packages arrives damaged, so I know it's not my packing, but rather the 'mis-handling' at the hands of DHL employees!

Bonnie
Willoughby, Ohio
U.S.A.