DHL Express International - Delayed Delivery and Bad Service

Posted on Tuesday, December 22nd, 2009 at 4:26am CST by 4f117b32

Product: Express Courier

Company: DHL Express International

Location: SG

URL: http://www.dhl.com.sg/

Category: Other

I ordered an item on Amazon on 17th December 2009 and selected "Priority International Courier". I was notified that the order would be split up, and that one part of the order was being sent via DHL. On 20th December, 2009, Sunday, the delivery person from DHL (mobile number 82902172) called me check if anyone was at home as they were trying to deliver the package to me. As I wasn't expecting the delivery to be made on a Sunday (Since the delivery description on Amazon.com mentioned 2-4 BUSINESS days), I asked when is the next earliest slot another delivery attempt could be made instead, and the delivery man suggested the evening slot (7pm-10pm) on Monday (21st december, 2009), which I agreed to over the phone.

Today on Monday (21st december, 2009), I rushed home from work in order to receive the package during the 7pm-10pm slot as suggested by the DHL deliveryman, but the delivery never arrived. When I finally called DHL at 10:30pm, they told that because no official redelivery request was made on my order (even though I followed the recommendations given by the deliveryman who called me), they did not attempt a re-delivery on Monday; and as such, the delivery was automatically scheduled for Tuesday during office hours when no one would be at home to receive it). In addition, if I had to arrange for it to be delivered to my workplace instead (since I would not be free on Tuesday night to receive the item), I had to fax a request to DHL requesting a change of delivery address. I have no fax machine and have to look for someone with one. On top of that, they could not guarantee the delivery by Tuesday with the change in address.

I have ordered from Amazon a number of times in the past, via different shipping options, but this is the worst experience I've ever had so far. The whole point of paying a premium for "Priority International Courier" is to get my purchases fast and conveniently. In fact, another portion of my order which was being shipped via UPS attempted delivery when I was not home, but the UPS representative was helpful enough to allow me to change the delivery address to my workplace over the phone. In contrast, the DHL representative were inflexible and said they could not change the delivery address to my workplace this way because they would have to file extra paperwork to justify the change.

I called DHL Wednesday morning after I managed to get access to a fax machine (since the representative serving me yesterday said I had to fax in a request for change in delivery address). The representative I spoke to this morning now told me that I could have emailed a request for change in delivery address, something that the DHL representative whom I spoke to yesterday neglected to mention to me.

As such, I could only trigger a request this morning, meaning that I would only be able to receive the package on Wednesday. If the representative yesterday had mentioned that I could have requested a change of address via email, I would have done so yesterday and gotten my delivery by today (Tuesday). In fact the current status of the order is now listed as "Delay in delivery due to external factors" through no fault of mine.

This is in contrast to the part of my order which was shipped via UPS, which shipped later, and I similarly requested a change of address, and yet I received the package earlier.


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