[Resolved]  DHL — Denying Basic Rights of Customer

Address:

Thiruvananthapuram, Kerala

Dear Sir/Madam,

I want to register a complaint against DHL Courier services, Kazhakuttam, Thiruvananthapuram – 695582 Kerala.
• Bad Service provided by DHL SERVICE: I went in person to send the gift to DHL OFFICE mentioned above in Trivandrum on[protected] as informed by their personal.
• VERY LATE DELIVERY: Watch was delivered on[protected], while I was promised a delivery on[protected].
• Damaged condition of the gift on delivery: The Gift reached the recipient on 17th Feb, in a damaged /irreparable condition.

I had approached the DHL division PTC Tower, Opposite Federal Bank, Bye Pass Junction, Kazhakuttam in Trivandrum on[protected], for sending across a courier to my fiancée in Dubai. I had enquired with the personnel in the mentioned branch on Friday (08-02/2013) to ensure the delivery of my item on[protected] if I am couriering the item on[protected].I had also checked with them if I had to provide a packing for the same, and they ensured me like they will do the packing and I just need to come up with watch (item).
I was informed that my item would be insured for RS. 2000 (Please find attached the copy of the same) and that I had to pay Rs.1996 for shipping. Based on above agreement, I was under the assumption that my gift will reach there in time[protected]. But then I didn’t receive any information further and when I enquired in the branch they responded by saying that they were not able to track the progress. There was no proper tracking in their website as well and the status remained same for 3 days.
Until 14th there was no response from DHL and on 14th morning onwards I had to repeatedly call the customer care to check the status of my courier and I was kept on false impression that the courier will be delivered in just one hour and finally in the evening they just blankly said that it’s impossible to deliver it today.
Finally on 14th evening when we tracked the way bill number we came to know that the good was shipped to Germany from Bangalore. Upon further enquiry with the DHL, they told that all goods shipped internationally goes via Germany only even if its Dubai.
Whenever I had raised my concern to DHL customer care(executive) always kept on asking me to wait patiently till an action is taken and I saw no action taken till date, even not a complaint registered on my behalf which was send across to me via mail as a, which was not the expected service.
Multiple Times I tried to contact them to track the progress and to ensure the delivery at least but then finally when the courier was delivered on 17th Feb 2013 after all this SAGA the condition of the gift was pathetic. It was damaged beyond recognition.
Once I called them to report the condition of the delivered gift, the same executive was asking me if I had any proof /pictures to claim that the gift was in good condition. Will any customer take so much time/effort to ship a broken watch to Dubai? When I asked the procedure for getting back the insured amount, they just send me an email (same attached) and I saw no action taken till date.

I hereby request to take necessary action against DHL courier services TRIVANDRUM for the irresponsiveness shown, worst customer support provided and for denying basic rights of a customer. Please help me get amount/cost of the amount RS 3996)-Attched the invoice.
Hope you would understand the time I had to spend the whole of the week in tracking and enquiring about my courier and above all my situation.

Anticipating your help.

Thanks,
Malini

+91 [protected]