DHL Express India — AWB-[protected] urgent package delay and unjust charges

I am writing in response to your recent communication regarding my shipment with AWB number [protected]. I must express my deep frustration and disappointment at how this matter has been handled by DHL Express India.

This shipment contained urgent medication, and I paid premium charges for express delivery from the United States to India (234US dollars to be exact ), expecting timely and professional service. Instead, the package was unjustifiably held for over a month, despite my submitting all the required documentation promptly and in full.

Now, to be told that I must pay additional warehouse charges due to the extended time the package spent in your facility is completely unacceptable. While this may be standard procedure for long-stored packages, this delay was not caused by any inaction on my part—it was entirely due to DHL’s failure to deliver the service I paid for. Therefore, these charges must be completely waived.

In addition, because of this unacceptable delay, I was forced to seek urgent medical assistance locally in Chennai, as I ran out of my prescribed medication. I had to consult a local doctor, obtain a new prescription, and purchase the medicine here out of my own pocket. I have proof of the medical consultation and prescription, which clearly shows the hardship your mishandling caused.

Given the seriousness of this situation and its direct impact on my health, I strongly request the following:
1. All warehouse/storage charges be fully waived, as the delay was caused by DHL, not me.
2. A full reimbursement of the original international shipping cost, as DHL failed to provide the express service I paid for.
3. Immediate release and delivery of my package, with no further delay.

After all the hardship, stress, and financial burden this has caused me—through no fault of my own—the least DHL can do is waive these charges and deliver the package immediately. Anything less would be a further injustice.

Please escalate this matter to senior management without delay. If I do not receive a fair and prompt resolution, I will proceed with filing a formal complaint with the Consumer Forum of India and share this experience publicly through appropriate channels.

I await your immediate response.

Sincerely,

Paulina Gonzalez-Nossa