Dear Sir/ ma'am
Hello, I am Bhavya Mehta, and you can kindly find the entire history of this case by the AWB numbers.
My concerns are as follows-
1. When I booked the shipment, I went to DHL office in Jodhpur which is at, high Court Road, Nai Sarak Coffee House Circle, Beside, Jodhpur, I spoke to Mr khiv Singh who is the retail store supervisor, that I need to get my personal goods shipped from Paris, and I did inform him my situation about the baggage as I went to Paris in 2019 and came back in 2020 and couldn't go back coz of covid and the lockdown, I booked the shipment on 5th Jan 2021 and did the advance payment for 47, 500rs for the same and requested the pick up from Paris on 8th Jan 2021. So that time I asked him what are the rules and the procedure and what should not be packed, that time he didn't inform me about the baggage rule, not even about the rule that if it's a personal baggage I was suppose to go to the custom office for the clearance and rest of the procedures.
2. There was no responsibility taken from DHL team that they could have taken little bit of pain and would have informed me about one box being stopped in Paris and rest shipped to India, at DHL office Delhi. On who's behalf did your team decide and sent just 3 boxes as the shipment was of 4 boxes, and that too without information and concern taken from me ?
3. Afterwards I get the information from Delhi DHL office that I was suppose to go to the DHL office Delhi to claim the shipment. Why was this not informed to me in the very first place?
4. Then, after asking at the DHL office Jodhpur, I got the information that out of 4, 3 boxes got shipped already to India and one is being held back then, and khiv Singh said that I need to book another shipment for this one box and he told me that I need to pay 21, 500 rs and he said that once this shipment gets cleared I will get the refund of this amount as it as back, and that was the only reason I paid for the other box.
5. Then I got a call from poonam who works in DHL Delhi office that I need to come to Delhi to claim my baggage, as it is the rule, which by the was never informed to me by DHL office Jodhpur. I reached Delhi DHL office on 27th Jan 2021, and then I get to know that one box went in the cargo mode and the rest 3 were with DHL, without explaining what is cargo mode I was asked to sign the papers, as I was being told by khiv Singh that if it goes under cargo mode it will be cleared soon.
6. When on 27th I went to DHL office Delhi, after waiting for 3 hours, finally there was someone from DHL Delhi office took out time to come and meet me at the office and still busy and and didn't had time to explain me the situation, Mr Suresh.
7. Then Suresh asked me to go to DC's office to claim for the clearance, and even till that time he was also not aware about the baggage rules, which later I got to know from a guy working in customs department.
8. After that, a guy named kartar came to me and told me that there are baggage rules, and I can only get my baggage shipped under baggage mode if it's within a year, so then he suggested that I should return the 3 boxes back to Paris, that was the solution given to by the DHL team Delhi.
9. By the end of the day, I was told that, as my shipment got converted in 2 instead of 1, there are two people who are responsible for this clearance Poonam and Prabhakar. Poonam was taking care of the shipment consisting 1 box which was moved to cargo mode without being explained what it is, and the other was taken care by Prabhakar which consists of 3 boxes.
10. Later Poonam informs me that this work can't be done that time as there was some server issues going on due to the changes in something related to new laws. And Prabhakar just didn't had any time to inform or update about anything at all.
11. Later I got all this sorted out being there in Delhi until 8th of Feb 2021, with no support or help or any sort of guidance by the DHL Delhi team at all. I was there every day, going to the office and asking them what needs to be done, or what should I do next, I was being told by suresh that there was no need for me to be there at DHL office and it was me being stupid that I went there ever day for the process and he said it wasn't even required for me to come to Delhi for all this. As I was being told by Poonam that I need to come to Delhi for the clearance, and later on there was so much of delay done by Prabhakar to fill the bill of entry and rest of the procedures.
12. I finished as the clearance procedures and everything and still the entire shipment didn't reach Jodhpur until the end of Feb. I received the shipment on 5th march.
Now I just have one request, that as I was being told by khiv sing and pooja ( from Mumbai office) that I will be getting the 21, 500 rs back, and that procedure will be done by DHL office Jodhpur, I will request you to do so. As it wasn't my fault that the shipment got converted into 2 instead of 1, I wasn't being told about the baggage rule and I had to get it cleared and had to pay the for bill of entry, and that too for two shipments, so kindly refund that as well, because I booked one shipment but it got converted into 2 because your lack of efficiency, lack of awareness, irresponsible behaviour towards work. And I request you to pay me for the days I have to stay in Delhi because if your dam team and their inefficiency. I had to stay in a hotel from 27th Jan 2021- 8th Feb 2021, kindly calculate it as per your knowledge and pay me for the same. As I suffered because of all of these people and their miscommunication and because of not providing with all the required and proper information.
So I request you to pay for the damage done atleast financially, as the level of torture I have been through can not be even explain and expressed in words.
Thanks
Bhavya Mehta
DHL Express India customer support has been notified about the posted complaint.
