Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  THE TRACKING NUMBER IS **************************!!!! WHEN IS THIS GHETTO TRASH RUN COMPANY GOING TO SHIP THIS PACKAGE TO THE **************** POST OFFICE!!!!!!! *** SHOULD BE SHUT DOWN!!! YOU ALL DONT DO SHYT!!!!! ITS BEEN SITTING IN AVENEL, **************** SINCE JULY 22!!!!! WHAT IS WRONG WITH YOU PEOPLE?!!!!!!

  Customer Answer

  Date: 11/05/2024

  THE TRACKING NUMBERS IS ************************** AND !!!!!!! WHY ARE THESE PACKAGES STILL STUCK IN AVENEL **********!!!!! YOUR COMPANY SUCKS!!!!!!! WHY CANT THESE PACKAGES BE SHIPPED TO MY POST OFFICE IN **************** ************?!!!!!!!! TOO FKN LAZY TO SHIP A PACKAGE?????? YOU SHOULD GO OUT OF BUSINESS!!!!! YOUR WORKERS DONT HAVE ANY WORK ETHIC AND THEY STEAL!!! WOULD YOU LIKE TO BE REPORTED TO THE FEDERAL TRADE COMMISSION???? NOW, EITHER YOU SHIP MY PACKAGES OR EXPECT THAT I AM GOING TO TAKE ACTION AGAINST YOUR COMPANY! YOU COMMIT FRAUD ON A DAILY BASIS AND YOU NEED TO SHUT DOWN!!!! NOW YOU HAVE CHOICES TO MAKE! EITHER YOU DO YOUR JOB OR EXPECT TO BE IN A LOT OF TROUBLE!
  

  Business Response

  Date: 11/06/2024

  Greetings *****,
  
  Due to the age of this shipment, tracking is limited to last events. We have reviewed the tracking information and researched the shipment details which indicates the package had no delivery issues. Tracking is showing a successful delivery by ****: Delivered, Front Door/Porch, ****************, ** 18301, July 29, 2024, 10:58 am. 
  
  ******************************************************************************************
  
  The seller/merchant is responsible for setting shipping expectations with their customers for estimated dates of delivery. Your seller chose for this package to ship ground, which can typically take up to 3-8 business days once received at the *** origin facility. We received the physical package on 7/25/24 with an expected delivery date of 7/30/24.
  
  If you are claiming non-receipt of this package, we recommend contacting your seller/merchant of the package if you have any further grievances, and they can take any necessary steps to provide you with further options of assistance.
  
  Sincerely,
  DHL eCommerce Team

  Business Response

  Date: 11/06/2024

  Customer ***** ******* added an additional tracking number to her complaint (**************************). We have reviewed the tracking information and researched the shipment details which indicates this package was processed 11/4/24, and is within its delivery window for ground shipments. Expected delivery date is 11/8/24. If she has any issues with delivery contact the seller/merchant for assistance. 

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22041492
  
  I dont think they can even read either.  This company just sits on their shipments and doesnt deliver the packages at all!  Too **** lazy.  This place needs to be shut down.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 11/19/2024

  Greetings *****,
  
  *** (bulk logistical shipper) works in partnership with **** for local door-to-door deliveries to your mailbox. We have reviewed the tracking information and researched the shipment details for both tracking numbers supplied (************************** & **************************). These packages were processed and delivered by **** within their delivery window for ground shipments. 
  
  The seller/merchant is responsible for setting shipping expectations with their customers for estimated dates of delivery. Your seller chose for these packages to ship ground, which can typically take up to 3-8 business days once received at the *** origin facility. 
  
  If you are claiming non-receipt of these packages, we recommend contacting your seller/merchant of the package if you have any further grievances; and they can take any necessary steps to provide you with further options of assistance.
  
  Sincerely,
  DHL eCommerce Team

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22041492
  
  I am rejecting this response because *** sits on the packages once they get to their facility.  They could at least try to get off their lazy ***** and deliver it to *****  It just sits there for days.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is against:DHL Express Global, parcel emanantedfrom DHL Express Netherland and is held at *********, *******, I am residing in **********, *** within the jurisdiction of DHL Express USA.On June 21st, I received a shipment notification from ****** from the *********** to *******. The value of the order was $239,80 (attached is the proof). On the same day, I received a notification from DHL indicating that the package was en route (also attached). However, on June 23rd, I received three separate emails from DHL demanding a duty payment of Two Hundred and Thirty-Two Thousand, Three Hundred and Eight Naira and one kobo. Which is almost the amount paid for the order. I received a follow-up email from ***********************, a DHL staff member, requesting the payment. Upon noticing the excessive duty payment and the persistent emails, I contacted Vlisco to cancel the order and request a refund. Vlisco promptly responded by requesting that DHL return the order to them. On July 8th, 2024, I received an email from *********************** stating that my order would only be shipped back to Vlisco upon payment of Two Hundred and Thirty-Nine Thousand, One Hundred and Twenty-Three Naira, and one kobo. Despite multiple attempts to contact DHL, I have been unable to resolve this issue. I believe DHL is intentionally trying to frustrate me into paying the excessive duty fee, even though I have canceled the order through Vlisco. I have had prior issues with DHL and hope that BBB can assist me in resolving this matter. DHL Express should please caution their staff in *****, ******* and have them send the parcel back to ******************.

  Customer Answer

  Date: 08/02/2024

  Good morning.

  
  

  I'm pleased to report that ****** has initiated a refund for the package that DHL held, despite no communication from either company regarding the reason for the refund. Although I'm satisfied with the refund, I'm still puzzled by the lack of communication. Nevertheless, I'm grateful for your assistance in this matter, and I'd like to consider the case closed. Thank you for your tireless support and advocacy for those facing challenges. Your help has been invaluable, and I appreciate all that you do

   

  ***********************

• Initial Complaint

  Date:07/18/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a package #**************** with DHL Ecommerce. It was originally scheduled to deliver on July 16th. Late it was changed to July 18th. The shipping status says Arrived Shipping Partner ********* **** Awaiting Item on July 14th and has not been updated ever since. I emailed them without getting any replies.I called them several times and couldn't be connected to customer service representative.When I finally talk to their customer representative, she tried to tell me the deadline for shipping is tomorrow not today. I asked her to look the information on their website and then she acknowledge it was today. But she couldn't provide me with any helpful information and only tells me to wait for 24/48 hrs or contact the shipper. Then she was not responding to my questions and told me she couldn't hear me well.

  Business Response

  Date: 07/19/2024

  Greetings *********
  
  Thank you for sharing your experience when calling in to get information on your package. We will use this opportunity to re-train our customer service representatives. 
  
  We are sorry that you have not received your package. We have reviewed the tracking information and researched the shipment details which indicates the package has experienced a service/transit delay. However, the available information does not provide any insight into the specific reason for the delay. Either website DHL or **** will not receive any further updated tracking information until the package reaches its next destination for additional package scans. Since the package has not received any tracking scans or updates from ****, we are not able to obtain any additional information. There are times when an individual package may be delayed during processing and transit; and there is no clearly identifiable explanation. This appears to be one of those cases. 
  
  Due to the time frame lapse and no event scans, we recommend contacting the seller/merchant to see if they can offer any options of assistance for the non-delivered package. They can take any necessary steps to file a claim with us per our contractual agreement. Sorry for any inconvenience experienced.
  
  Sincerely,
  DHL eCommerce Team
  
  

• Initial Complaint

  Date:07/16/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *********************** <******************>21:58 (0 minutes ago)to me On June 21st, I received a shipment notification from ****** from the *********** to *******. The value of the order was $239,80 (attached is the proof). On the same day, I received a notification from DHL indicating that the package was en route (also attached). However, on June 23rd, I received three separate emails from DHL demanding a duty payment of Two Hundred and Thirty-Two Thousand, Three Hundred and Eight Naira and one kobo. Which is almost the amount paid for the order. I received a follow-up email from ***********************, a DHL staff member, requesting the payment.Upon noticing the excessive duty payment and the persistent emails, I contacted Vlisco to cancel the order and request a refund. Vlisco promptly responded by requesting that DHL return the order to them. On July 8th, 2024, I received an email from *********************** stating that my order would only be shipped back to Vlisco upon payment of Two Hundred and Thirty-Nine Thousand, One Hundred and Twenty-Three Naira, and one kobo.Despite multiple attempts to contact DHL, I have been unable to resolve this issue. I believe DHL is intentionally trying to frustrate me into paying the excessive duty fee, even though I have canceled the order through Vlisco. I have had prior issues with DHL and hope that BBB can assist me in resolving this matter.

  Business Response

  Date: 07/16/2024

  Greetings ******,
  
  Thank you for contacting us. I have researched the tracking number supplied (AWB**********). This number is not recognized as a valid tracking number in our DHL eCommerce Americas systems. We have many different divisions and this number corresponds to our DHL ***************** The package is handled by DHL Express Netherlands.
  
  We are bringing this to your attention so you can receive prompt and effective replies from the relevant company that services your package.
  
  Please see contact information below for further assistance:

  *************************************************************************************************

  *************** / ************ WhatsApp contact 

  email: ***********************

  Sincerely,
  DHL eCommerce Solutions Team

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21978687
  
  I am rejecting this response because:

  To the best of my knowledge, DHL is a unified global entity. They could simply contact the relevant branch and have the matter resolved if they are willing to address this issue. Referring me to a local branch of DHL seems to me like a deliberate attempt to delay the matter and continue to frustrate me.

  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 07/16/2024

  IIn an effort to resolve this issue, I contacted DHL Netherlands using the phone number provided. Attached is the response I received from them. It seems like they are trying to pass the buck and frustrate me into giving up.

   

  *****************;

   

  Business Response

  Date: 07/18/2024

  Greetings ******,

  We are sorry you are experiencing this unfortunate mishap. Unfortunately, this package was processed through *** Express Netherlands. This is not a DHL eCommerce Americas package. We are unable to assist as this is not our division.

  We advise to contact the *** Express Americas to see if they can extend you the courtesy of assisting in this situation.  
  
  *** Express (courier division)--phone at ************** or by email at ***********************.

  Sincerely,
  DHL eCommerce Solutions Team

  Customer Answer

  Date: 07/18/2024

  Ok.

  I have seen their response. I will have to bring a complaint against DHL Express worldwide. 

   

  Thank you 

  Customer Answer

  Date: 07/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/12/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought item from ***** **** was carrier paid $13.00 US ship for 1.5lb package $58.00 all of a sudden DHL comes on board and wants another $19.05 for taxes and duties I pay it then get a tracking number from Canada post. *** asked twice for the receipt from borders for duties and taxes nothing I called told me they take it from the US border to ****** border Have nothing else to do with packagecalled them rude unhelpful and blaming seller oh.. bought item June 21 its delayed still havent received... Ive gotten many many packages from the ** and never had to pay a company to bring across border just shipping if required Canada post collects the duties not courier or whatever they do extortion? check reviews

  Business Response

  Date: 07/15/2024

  Greetings ****,
  
  We are sorry that you have not received your package. When a package does not reach the consumer within its expected delivery date it may be experiencing a service/transit delay. Unfortunately, since the *** or **** tracking number was not provided we were unable to research. 

  We apologize for any confusion regarding the possible duties and taxes on your package. While it is the responsibility of the sender to inform you about the potential fees, we understand the inconvenience this may have caused. Under Canadian law, any imports from the U.S. over 40 CAD are subject to import taxes. It is not a requirement to prepay the duties/taxes through ***. We help facilitate the payment to CBSA ******************************* for faster customs clearance. Your package will still continue to be delivered to you, even if pre-payment is not received. However, the package will then be subject to collection of any duties and/or taxes assessed by CBSA.

  As a courtesy we email the Pre-payment forms to the customer to pay the duties & taxes + processing fee upfront, so that you can receive your package without delay through customs. These fees are not payments we keep for ourselves, these fees go directly to the international customs clearance agency. This handling charge is the CUSTOMS ENTRY FEE which is charged for all packages entering internationally. You would have to pay this fee regardless of if you pre-paid with us, or if you wait until the package is delivered by the local postal service (C.O.D.) 
  
  We recommend contacting your seller (merchant) of the package if you have any further grievances, and they can take any necessary steps to provide you with further options of assistance.
  
  Sincerely,
  DHL eCommerce Solutions
  

  
  

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21982870
  
  I am rejecting this response because: I want the invoice/ receipt I paid for that you paid to Customs Canada all Im asking for I go to grocery store pay for something I get a receipt 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/29/2024

  Greetings ****,
  
  We are sorry that you have not received your package. We certainly want to assist you. Please at your earliest convenience, supply the *** or **** tracking number; so we may assist you with a receipt.  
  

  We recommend contacting your seller (merchant) of the package if you have any further grievances, and they can take any necessary steps to provide you with further options of assistance.
  
  Sincerely,
  DHL eCommerce Solutions

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  the problem is someone at that facility is holding up my medicine shipment from rx alliance and will not tell me what the hold up on my medicine is they have had my medicine at that facility since 6-19-24 and i have been calling every day for two weeks.they act like this is a deliberate act. because everytime i try to find out the reason my medicine still at that facility customer service rep.tell me a lie. i am attaching screenshot of what little imfromation they have gave me.and like to know why i have to have problem getting shipments when everytime they come to that facility.

  Business Response

  Date: 07/10/2024

  Greetings ******,
  
  We are sorry you are experiencing this unfortunate mishap. We have reviewed the tracking information and researched the shipment details which indicates the package has experienced a service/transit delay. However, the available information does not provide any insight into the specific reason for the delay. Either website DHL or **** will not receive any further updated tracking information until the package reaches its next destination for additional package scans. Since the package has not received any tracking scans or updates from ****, we are not able to obtain any additional information. There are times when an individual package may be delayed during processing and transit and there is no clearly identifiable explanation. This appears to be one of those cases. 
  
  Due to the time frame lapse and no event scans, we recommend contacting the seller/merchant for further assistance to see if they can offer any options of assistance for the non-delivered package. They can take any necessary steps to file a claim with us per our contractual agreement. Sorry for any inconvenience experienced.
  
  Sincerely,
  DHL eCommerce Team

• Initial Complaint

  Date:07/08/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DHL has my package but refuses to deliver it. The message on their website regarding my tracking number says "The shipment could not be delivered and will be sent to the Branch **********************************". My tracking number is LZ314868236US. So, I know where it is (from the tracking) but I do not know WHY it can't be delivered. I contacted DHL via an online form and someone emailed me back. The email said I should call their 800 number. I did but could not get though. I waited 3 hours on hold. I told the automated voice I wanted a call back. I was informed I would get a call back. I did not. I paid the **** $19.65 in shipping. They handed it off to DHL in *******. The tracking shows where my package is, so it is not lost. I want it returned to me and the shipping refunded. I do not want it delivered any longer. I sold this to the addressee though the Amazon Marketplace. The addressee filed a claim with Amazon and Amazon refunded their money. Did DHL inform the addressee to come get their package? It says "available for pickup" but the addressee did not pick it up. I don't know why, because the addressee will not communicate with me. My desired resolution is for DHL to send me back my package and refund the $19.65 I paid for shipping. The reason I believe I am due a refund is because I paid to have my package delivered and it was NOT. Service paid for but not rendered. The value of the package is $53.42. If DHL won't return my package to me, they can pay me this amount to cover my loss.

  Business Response

  Date: 07/10/2024

  Greetings ******,
  
  We have reviewed the tracking information provided and it does not appear in our system, it indicates this package was not handled by DHL eCommerce Americas. Unfortunately, this package was processed through The USPS--United ********************* with international origin/destination addresses handled by *************************************** of *******. These entities are postal partners handling regular mail/parcels through local and internationally postal systems. We recommend contacting ***** they may take any necessary steps or options to provide you with further assistance.

  
  

  Customer Answer

  Date: 07/22/2024

  Complaint: 21939976
  
  I am rejecting this response because:
  

  The reply denies any involvement in the delivery of my package but this isn't accurate. The **** has a last mile delivery contract with *** (see attachment). The **** hands off packages to *** for final destination delivery. This happened in regards to my package. I know this because I went to the *** website and found the tracking info there. As per the *** website my package is being held since May 28 at == retail outlet Akazienstr. 15 ***** ***********;******* (*** website screenshot  attached). The package has been there over a month and should have been sent back already. When I purchased the postage on the **** website I clicked the box indicating that it should be returned to me if it can not be delivered. I want my package returned to me. Alternately I will accept $53.42 to cover my loss on this package (Amazon screenshot attached showing loss). The package (as per the tracking) is not missing. It is being held at the previously mentioned location in *******. Please return  my property or pay me for my loss. I don't understand why it isn't being sent back as per my stated desired action (box checked when I originally purchased the shipping).

  Sincerely,
  
  *******************************

  Business Response

  Date: 07/24/2024

  Greetings ******,
  
  As stated before, this package was not handled by DHL eCommerce Americas (bulk shipper). We have several different divisions, but this division DHLeC, did not handle this package.

  Unfortunately, this package was processed through the USPS--United ********************* with international origin/destination addresses handled by Deutsche ***************************** of *******. These entities are postal partners handling regular mail/parcels through local and international postal systems. We recommend contacting ***** as you bought and paid for shipping this item directly through them. They may take any necessary steps or options to provide you with further assistance.

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21939976
  
  I am rejecting this response because:

  Business response ADMITS "We have several different divisions". Divisions within the SAME COMPANY. Please contact the division that has my package and instruct them to return it -- as should have already happened. It has been over a month since it reached a location NEAR where it SHOULD have been delivered. As for the suggestion that I contact the ***** I ALREADY DID. They give me the same runaround that is being attempted here. "It's someone else's responsibility". EVEN THOUGH this is a division within the SAME COMPANY. It should have been delivered, but, given that it was not, I want my property returned to me. Or you can reimburse me $53.42 for it.
  

  Sincerely,
  
  *******************************

  Customer Answer

  Date: 07/24/2024

  DHL refuses to take responsibility for the package they have (and is not lost as per the tracking) because they say ************* has it. This is the same company. As the reply from DHL acknowledges. It is a different division in the same company. As per the ****** search "Are DHL and ************* the same?", the answer is YES. "************* is a corporate brand of the mail and logistics Group DHL Group". See attachment. If DHL replies again and says they aren't responsible I will AGAIN reject their response. DHL and ************* the same company. Just different divisions. DHL in the ** should contact their *************** and tell them to send me back the package they failed to deliver.

  Business Response

  Date: 07/26/2024

  Greetings ******,
  
  As stated before, this package was not handled by DHL eCommerce Americas (bulk shipper). We are unable to assist with any refund or return shipping, as this package did not process through our division. 

  You processed and paid for delivery for this package through the ****--United ********************** If the package was insured or you purchased the endorsement of "return to sender", then the package would be returned. Returned packages are not a free service.

  We suggest that you contact ****--United ********************* as you bought, and paid for shipping this item directly through them. **** can work with their postal partner ************** and take any necessary steps or options to provide you with further assistance.

  Customer Answer

  Date: 07/26/2024

  Complaint: 21939976
  
  I am rejecting this response because:

  DHL and Deutsche Post are divisions of the same company, as you have previously admitted. This "It is a different division of the same company, therefore our division isn't responsible" argument is a dodge. Please contact YOUR *************** and request the return of my package. You say it isn't a "free service" for the item to be returned if not deliverable, but the **** website says "fees may apply" if I choose to "treat as abandoned". I selected "Return to sender", for which no fee is noted (screenshot attached). Are you telling me my item will definitely not be returned? Because I didn't pay a fee. I paid for the package to be delivered, and that didn't happen. No explanation was given. So, not only was the paid for service NOT provided, you want more money to NOT provide the service I paid for? This is ridiculous. The package (as per the tracking) is at Location: Branch ************************************. Please contact Deutsche Post (which is a division of DHL Group) and tell them to send my package BACK. Alternately you can reimburse me $53.42 to cover my loss. As previously noted, I have already contacted the **** which also is dodging responsibility. DHL has my package and DHL needs to return it -- instead of dodging responsibility for NOT providing the service DHL was paid for (via it's contract with the **** to provide final destination delivery). Thank you.
  

   Sincerely,

  *******************************

  Business Response

  Date: 07/29/2024

  Greetings ******,
  
  As stated before, this package was not handled by DHL eCommerce Americas (bulk shipper). We have several different divisions, but this division DHLeC, did not handle this package. Due to the fact our division did not handle this package, the tracking information is not in our system, so we cannot assist with any resolution for your package. Please contact the correct delivery provider for assistance.
  
  This package was processed through the USPS--United ********************* with international origin/destination addresses handled by Deutsche ***************************** of *******. These entities are postal partners handling regular mail/parcels through local and international postal systems. If you did not pay for return shipping, you may still be able to file a claim. We recommend contacting ***** as you bought and paid for shipping this item directly through them. They may take any necessary steps or options to provide you with further assistance. 

  Customer Answer

  Date: 07/29/2024

  Complaint: 21939976
  
  I am rejecting this response because:
  
  As I stated before, i am aware that DHL eCommerce Americas and Deutsche Post are divisions within the SAME company. What I am asking is that one division contact the other division. Instead you use the "division" to dodge responsibility. You say that "he tracking information is not in our system", but that is not true. I included a screenshot of where I looked up the tracking on the *** website. I have attached the screen shot again. Why should I pay for return shipping? I paid for the package to be delivered -- and it WAS NOT. I should pay to have it sent back when I did not receive the service I originally paid for? In any case (as I previously informed you) there were fees for not having it returned. I have attached that screen shot again as well. As per the ***** there are fees for abandoned packages. Meaning no fee to have it returned. Which I indicated is what I wanted. So I don't understand why it has not been returned. It has been held for over a month and should have been sent back already. Please contact YOUR ********************** and instruct them to send my property back. Alternately I will accept $53.42 to reimburse me for my loss. Thank you.
  
  *******************************

  Business Response

  Date: 07/30/2024

  Greetings ******,
  
  We are sorry that you are experiencing this unfortunate mishap. This package was not handled by DHL eCommerce Americas (commercial bulk shipper). Unfortunately, we are not able to tell another division to resolve an issue. You have to contact that division directly, so they may assist you promptly. 
  
  You processed and paid for delivery through ****--United ********************** That being said, they should be able to offer you the assistance or options necessary to resolve your issue. **** can work with their postal partner ************* to resolve this issue and provide you with further assistance.

  Customer Answer

  Date: 07/30/2024

  Complaint: 21939976
  
  I am rejecting this response because:
  
  Re "we are not able to tell another division to resolve an issue. You have to contact that division directly, so they may assist you promptly". Why not? You tell me to contact them -- I can, but you cannot? I sent an email to ************************************ I don't know if this is correct or not. I have not received a response.
  
  Re "You processed and paid for delivery through ****--United ********************** That being said, they should be able to offer you the assistance or options necessary to resolve your issue". Contacting the **** using their helpline was the FIRST thing I did. They did not offer assistance.
  
  Re "**** can work with their postal partner ************* to resolve this issue and provide you with further assistance". No, they would not do that. They, like you, denied any responsibility and said I had to contact *************. Well, I AM. ************* and DHL are the same company. Just different divisions, as you acknowledge.
  
  I don't speak, read or write German. I sent my email written in English. I contacted YOU because you are a division of the SAME company -- and I know that my English communications will be understood. I don't have a phone number. I don't know if I can dial a foreign phone number. I never have before. I don't know -- if I am able to call -- if I will be speaking to someone in English. Again, why I contacted YOU. Given that ************* and DHL are the same company.
  
  You keep replying. Would it not have taken LESS time to actually provide some help instead of replying many time saying you can't help me?
  
  Sincerely, *******************************

  Customer Answer

  Date: 07/31/2024

  You say you closed my complaint because the business made a good faith attempt to resolve my complaint -- but they DID NOT. They dodged responsibility by telling me I needed to contact another division within the same company. I received a response from the division that I was told to contact, and the response used the same dodge. 

  From: "***********************************" ... Good morning, Thank you for your mail. We cannot provide you with any information about the tracking number you provided. We are exclusively responsible for the *** import product. We have no access to other DHL Group products and cannot help you. 

  It is not "good faith" in my opinion to tell me that no help can be given because I contacted the wrong division within the same company, then when I contact that division they give the SAME response. No attempt was made to help AT ALL. Certainly not a "good faith" one. It was just a dodge. I don't know if there are any further steps I can take with you. I'm guessing not. But I am not satisfied with the reply I received and do not consider it a "good faith attempt".

  If there is any further help you can provide please let me know because I am definitely not satisfied with the response from the business that I received. I have attached a response of the reply from Deutsche Post (which I translated from German to English and then forwarded to myself).

• Initial Complaint

  Date:06/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Per **** and DHL tracking number **********************, the package has been sitting in ****** KY since 6/12/2024. **** said they cant do anything by phone and email todayl. DHL says they cant do anything by telephone and email today. Both are useless and it is there job to deliver packages. I should have had the package since 6/13/2024.

  Business Response

  Date: 07/01/2024

  Greetings *****,
  
  We have reviewed the tracking information and researched the shipment details which indicates the package 9261290277976238995432 had experienced a service/transit delay. We received information that an "RC failure" (delivery issue--POD's not yet received) was the specific reason for the delay. Visibility on a consumers package is limited on our end until we get the next scan from ****. It is unfortunate that we can only provide tracking information up until that point, and not at all an excuse as to why a consumers package is delivered beyond their delivery window. However, we cannot guarantee it as so many other factors come into play once the package is in transit to **** i.e: weather, transport issues, sort facility capacity,mis-sent issues, packages lost in transit, scratched barcodes, damaged packages, mechanical issues, carrier mishaps etc

  We recommend contacting your seller (merchant) of the package if you have any further grievances, and they can take any necessary steps to provide you with further options of assistance. We apologize for the inconvenience that this has caused.
  
  Sincerely,
  DHL eCommerce Solutions Team

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21880008
  
  I am rejecting this response because: yet another company that blames anyone else and the weather for poor or no service.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/15/2024

  Greetings *****,
  
  We have reviewed the tracking information and researched the shipment details which indicates the package ********************** had experienced a service/transit delay. However, the tracking scans do not provide any insight into the specific reason for the delay. **** tracking scans show this package as: Delivered, Left with Individual, ******************, June 25, 2024, 1:42 pm. No further action is possible from DHLeC.  
  
  We recommend contacting your seller (merchant) of the package if you have any further grievances, and they can take any necessary steps to provide you with further options of assistance. We apologize for the inconvenience that this has caused.
  
  Sincerely,
  DHL eCommerce Solutions Team

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21880008
  
  I am rejecting this response because: no help whatsoever.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/18/2024

  Greetings *****,
  
  We have reviewed the tracking information; and can see the package has a successful delivery: Delivered, Left with Individual, ******************, June 25, 2024, 1:42 pm. It appears the package did experience a service delay. However, as stated before we cannot guarantee the delivery window of each package as so many other factors come into play once the package is in transit to USPS.  
  
  We recommend contacting your seller (merchant) of the package if you have any further grievances, and they can take any necessary steps to provide you with further options of assistance. We apologize for the inconvenience that this has caused.
  
  Sincerely,
  DHL eCommerce Solutions Team

• Initial Complaint

  Date:06/25/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I have a package coming through DHL and it was supposed to be delivered 11 days ago. The last tracking update was June 12th, which states, "TENDERED TO DELIVERY SERVICE PROVIDER, ALLOW 1-3 DAYS FOR UPDATES FOR PACKAGES WITHIN THE **"I have tried contacting them numerous times and they will not respond or help me. It was last at the ******, ** location. They were supposed to drop it off at **** to be delivered, but they did not and they will not give me any more information.The tracking number is:9261299999168801277429 I would just like my package to be delivered.

  Business Response

  Date: 06/27/2024

  Greetings *******,
  
  We have reviewed the tracking information (**********************) and researched the shipment details which indicates the package has experienced a service/transit delay. However, the available information does not provide any insight into the specific reason for the delay. Either website DHL or **** will not receive any further updated tracking information until the package reaches its next destination for additional tracking scans. Since the package has not received any tracking scans or updates from ****, we are not able to obtain any additional information. There are times when an individual package may be delayed during processing and transit and there is no clearly identifiable explanation. This appears to be one of those cases. 
  
  Due to the time frame lapse and no event scans, we recommend contacting the seller/merchant for further assistance for a non-delivered package. They can take any necessary steps or options to file a claim with us per our contractual agreement. Sorry for any inconvenience experienced.
  
  Sincerely,
  DHL eCommerce Team

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21893590
  
  I am rejecting this response because:

  I've already reached out to the seller and the item in transit from DHL is no longer available. It is very important the package be delivered, and it was last in DHL's hands. I would like for them to at least try to locate the package in their facility. It was never given to ***** so unless it the package was taken to another location in-between transit to ***** it must still be in DHL somewhere. I'd like confirmation if the package is lost. It seems no attempt has been make to find it, outside of checking tracking.

  
  Sincerely,
  
  *********************************

  Business Response

  Date: 07/01/2024

  Greetings *******,
  
  Unfortunately, there is no further tracking information for package (**********************). The last available tracking scan indicates the package has experienced a service/transit delay. Either website DHL or **** will not receive any further updated tracking information until the packages next physical scan. Visibility on a consumers package is limited on our end until we get the next scan from ****. It is unfortunate that we can only provide tracking information up until that point, and not at all an excuse as to why a consumers package is delivered beyond their delivery window. We do our best to move a package within the expected delivery window once the package is picked up from the seller/merchant. However, we cannot guarantee it as so many other factors come into play once the package is in transit to **** i.e: weather, transport issues, sort facility capacity, mis-sent issues, packages lost in transit, scratched barcodes, damaged packages, mechanical issues, carrier mishaps etc
  
  We recommend contacting your seller (merchant) of the package if you have any further grievances, and they can take any necessary steps to provide you with further options of assistance. We apologize for the inconvenience that this has caused.
  
  Sincerely,
  DHL eCommerce Solutions Team
  
  

• Initial Complaint

  Date:06/18/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase date: 12.28.2023 Amount paid: ****** Product: shoes Dispute: package not received Resolution: no Order no: #YZY-9670/Tracking no: ********************** Advertising: N/A

  Business Response

  Date: 06/19/2024

  Greetings ****** (regarding actual customer ***********************),
  
  We are sorry to hear about this unfortunate mishap. We have reviewed the tracking information and researched the shipment details which indicates the package has experienced a service/transit delay. The available information does not provide any insight into the specific reason for the delay or why the package has not yet been delivered. Due to the time frame lapse and no event scans, we are unable to obtain any other information for this package. 
  
  It is unfortunate that we can only provide tracking information up until that point, and not at all an excuse as to why a consumers package is not delivered by their delivery window. However, we cannot guarantee tracking as so many other factors come into play once the package is in transit i.e: weather, transport issues, lost in transit, damaged package, mechanical issues, carrier mishaps etcAs the scans do not show a visible cause for the whereabouts of this package, and due to the time frame of no scans, it would be deemed lost. 
  
  Unfortunately, all fees for items purchased/shipped, are paid to the seller/merchant. If you have any other questions or concerns regarding the shipping of the package, the seller/merchant should be able to offer further assistance for a non-delivered package. They have the ability to take any necessary steps or options to file a claim with us per our contractual agreement. We apologize for any inconvenience experienced.
  
  Sincerely,
  DHL eCommerce Solutions Team