DHL Review

Overall Rating

DHL Home delivery.

Thursday 29th October 2009: Ordered Mobile phone with e2save, sent with DHL next day delivery.

Friday 30th October 2009: Got home from work, yellow card in door claiming attempted delivery.
Driver had ticked box 'parcel has been left at.....' and was left blank. Parcel number was also missing a digit.
After calling customer services I was told I needed proof I lived at address on parcel to collect.
Unfortunately with everything in my boyfriends name I did not have this, but was told if both me and my boyfriend went in, me with my ID and him with proof of address I could collect my package.
When i got to the Chessington service centre they refused to pass over the package.

Saturday 31st October 2009: Used their automated service over the phone to re-deliver on Wednesday 4th November.

Monday 2nd November 2009: Online tracking said Package was 'out for delivery Time, 10.04'. Received nothing.

Tuesday 3rd November: In the morning online tracking still said package 'out for delivery'.
Tried to call customer services three times but continuously on hold so sent two e-mails, one to admin and one to redelivery, explaining the problem. Got a reply from redelivery claiming my package should be delivered that day or would be available for collection the next day. Second e-mail from admin, signed by the HD manager James
claimed that the scan was wrong and I would receive my package Wednesday without fail.

On the way to work I see a DHL delivery man in Kingston, I enquire if he also does Surbiton but he doesnt.
He enquires what the problem is and he explains he knows the driver for my area and that the online tracking WOULD have updated Monday night. When I tell him it hasn't he just repeats it must have.

On return from work I see the online tracking has been updated to Delivered 2/11/09 Time, 19.24. I try calling customer services but cannot get through so drive down to the service centre. They say The HD manager has gone home, they take my mobile number and claim he will call me in the morning.

Wednesday 4th November: Receive a call from DHL staff asking if i got my package yesterday, after I told him no and tell him my e-mail with James he said he would ask him.
At 5pm with no reply I call them, I was informed the HD manager has again gone home and will pass on my details to a relevant manager to make sure he calls tomorrow.
On hearing this my boyfriend goes down to Chessington Service centre around 6.15pm and was served by a Mohammed who was very concerned and even gave my boyfriend his personal contact details and promised to call tomorrow after he had personally spoken to the HD manager. He also said it would be best to contact e2save and tell them the phone had been lost.
Called e2save and they said they would look into it with DHL.

Thursday 5th November: Called DHL and ask to speak with James, they give me a mobile number which does not work.
Re-checked e-mail from James, used mobile number at bottom of page. James tells me the driver definitely delivered the package to me, so will send the driver within half an hour to personally talk to me. 5 mins later received a call from James explaining the driver had been a clown and delivered my package to number 26. Knock on number 26, and there
is my mobile.


At last I finally got it, but what a complete an utter run around for nothing....

Only a couple of staff seemed to actually care, James and Mohammed, the rest were useless.
And the driver was a complete idiot. After all the issues of not passing it over to us on Friday they were quite happy to deliver to the wrong address.
DO NOT USE DHL.