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I purchase goods from several vendors out of Europe. We have found all International couriers frustrating to deal with, but DHL by far is the worst.

Most of our shipments are pallets or heavy freight. DHL lost a 450 lb pallet of engine parts and claimed the vendor was lied about the pickup and forged the documents. It was found a month later in a DHL warehouse in Italy. Although my goods are all duty free, they constantly try to charge duty on duty free items, then expect us to submit a counter claim.

They withhold shipments until taxes and fees are paid, release the shipment, then try to collect again at delivery claiming you have to prove you have paid before you can pick the shipment up. Invoices are constantly missing from the cartons and when you pay your taxes / duty / brokerage / fees online (as required) you are not provided a line item invoice but a receipt for the total amount. What government audit would approve that? When I complained I needed a proper invoice, I was told it would be on the shipment, when it isn't there, I am supposed to request one through my DHL representative if I can get through the voice mail system.

This is a company run into the ground by lack of training, lack of interest and no motivation to meet the needs of customers.

The website states in their Mission Statement that the aim of DHL is to simplify the customers experience. Well if losing shipments, requiring us to fight for proper invoices, file claims to get our money back for duty charged on duty free items and spending about an hour or two of our own time on every shipment screwed up by DHL, I think they missed the mark.

Reason of review: constant frustration using DHL as a carrier.

Preferred solution: I want this company to listen to customers, to actually meet their needs and to quit paying lip service to ideas that they are effective .

Location: British Columbia, Canada

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