Taking the bad with the good
by JulieLMatthews - Written: Apr 07 '06
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Pros: On time delivery for the most part, decent prices on shipping.
Cons: Need better tracking for customer service if package is lost.
The Bottom Line: DHL is normally good. Only once in a great while they really goof up. Avoid DHL if you're ordering time sensitive material, food or ants for Uncle Milton's Ant Farms.
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| JulieLMatthews's Full Review: DHL USA |
If Mae West was DHL, she would have said, "When I'm good, I'm very good but when I'm bad, I'm dreadful."
I had the perfect review prepared for DHL then they had the sheer audacity to improve their service (at least for now). I'm still publishing the bad with the good so readers can decide for themselves about DHL. Keep in mind this change took place over the course of several months. I've ordered plenty of things and DHL (so far) has done decently well. That's the reason for the three stars. They can deliver in a timely way when they put their minds to it.
THE GOOD
The best service I've ever received from DHL occurred just two months ago. I'd ordered a shirt of my favorite university (who shall remain nameless for fear of turf wars). This shirt was located in Brooklyn, New York. They offered a great price for the item and eye-popping cheap price for standard shipping. At the time I didn't realize the courier would be DHL or I'd have hesitated more than a little. I also didn't realize I was in for quite a shocker on delivery time. I placed the order on a weekday, a Tuesday, I believe. I went about my business of the day then retired to bed. All was normal. Next day I get up, go through customs and rituals associated with all moms, and by eleven a.m. the doorbell rings. It's the DHL man! Ha! And I paid a mere pittance for shipping. I felt positively criminal but my giddiness overrode any guilt associated with it. For standard shipping price, I received my shirt overnight. My zodiac sign must have been working overtime or DHL really wanted to impress me. I'll choose the latter.
THE BAD
Now, for my original never-published-because-I-procrastinated-too-long review:
Now I know how Bill Murray felt in Groundhog Day. Only difference was my little nightmare trekked between Ohio and Waco, Texas. One simple order went so awry that for a while, it looked as though Lucy Ricardo might have been in charge.
As you read this, please bear in mind that this isn't the first debacle I've experienced with the company. I merely wrote about my worst encounter. I'm also including a disclaimer as follows: Ultimately, I think DHL is a good company and this review is only to caution customers what could happen if their package is lost in the DHL Twilight Zone. I also believe DHL is falling victim to what UPS went through many years ago. UPS managed to fix their problems and are a fine, dependable delivery service. I suspect (and hope) if DHL will take time to analyze their systems and set up, they too will become a better service provider.
Another disclaimer: For the many hardworking, capable people at DHL who can read a map, my most humble apologies for having to write this. This is not about you. This is about something or someone who has a redundancy illness.
If you're in a hurry and would rather skip the detailed version of my experience, here's a rundown on DHL.
Cost: Oh, can't argue too much about the price. It's not as expensive as UPS or FedEX. Shipping was $4.99 DHL versus $8.99 2nd Day and $12.99 Overnight. Ultimately, it depends on when you want your merchandise. Sooner (with UPS or FedEx) or possibly after the next calendar year (you know who). So no, no gripes about price.
Customer Service: Extremely courteous, even when they don't know anything. To be honest, they are some of the friendliest customer service people I've called. Note to management: Please ensure that your customer service people are equipped with up-to-date tracking information. Their computers, at times, don't show the same information mine does when I use the tracking option. Three out of three times I knew my package was back in Waco and they had to do "research" to find this out. One actually sounded surprised to discover what I'd known for over two weeks - that my order was going in circles.
Delivery: Most times within decent range of their schedule. Amazon uses them and it normally takes about two to three days longer than it used to with Standard Shipping but that's no problem. (The aforementioned company was not Amazon that I ordered from.) This marathon delivery, though an anomaly for DHL, just irritated me enough I had to speak up.
Tracking information: Easy to use, a lot like the UPS system, and evidently more accurate online than with their customer service people. So five stars on the tracking information!
Ease of website use: Five stars again! At least it's not like a treasure hunt trying to find phone numbers and such. The trick is getting any meaningful information from dialing the phone number.
Quoting from their website, DHL advertises:
"Features and benefits:
* An efficient service for shipments from businesses to U.S. residential locations, including P.O. boxes
* Standard delivery within 2 - 4 business days, Deferred delivery within 2 - 7 business days
* Shipments up to 70 lbs.
* Door-to-door visibility and tracking"
The second item I've got qualms with. My "standard delivery" is now into its third week – in Business Days, as they count them – and still no package.
Also quoting from the DHL website:
"Associated Value Added Services
* Hub Induction"
Their "hub" thing is a primary concern of mine considering I've watched this massacre transpire through their hub in Waco. A caution to the public: If your package ends up in the Waco hub, which it probably will, you stand a chance your ordeal will blossom into a Stephen King novel.
Now for my story. My order left DHL's distribution center in Wilmington, Ohio within 72 hours. Looking good so far... The next day it made it to Waco, giving me a false sense of security about the situation because I do live in Texas. Here's where the computer or some gremlin commandeered the package and veered it straight into a nightmare. Days later, I found the order had become discontented in Texas and liked it better in Ohio so it went back. Yes, all the way back to Wilmington. If you're not keeping score, I'll update you. Thus far, it went from:
Ohio to
Texas to
Ohio.
It liked it so much in Ohio it stayed for six days. I was getting jealous and envisioned it visiting all the sights while I waited for it to be delivered. To the annoyance of the package it found itself back in Waco after its vacation – a problem it would soon remedy because just two days later it was back in Ohio. Score keeping time. From the beginning, we are here:
Ohio to
Texas to
Ohio to
Texas to
Ohio. Again.
At this point I desperately needed a screaming room or a shot of something very potent to calm me down. So far it's three weeks into the waiting game. I've called DHL throughout this conundrum just to keep tabs on the order and to hear various and sundry explanations that always end in "You should be receiving the package TOMORROW." Reader, please understand. I'm not that terribly impatient. I can wait my fourteen business days like any good American consumer. But when I see the situation going awry (imagine all the wasted fuel this has cost), I try to at least get explanations and maybe straighten the wheel before we bash headlong into a brick wall.
Later...
Nearly three and a half weeks (Business Days only) after shipment, my package remains in Waco, Texas. Far beyond any conniptions or outbursts of disbelief, I await my order still, praying that it tires of its travels and eventually finds its way home. I still make calls to DHL in hopes they've heard from it and can further reassure me that "You should be receiving the package tomorrow." So I've taken a lesson from Scarlett O'Hara. I'll worry about it tomorrow.
Finally...
The package finally graced my doorstep within the month. It traveled four weeks (in Business Days, of course) and looked like I do after working in the garden in mid-July. Wilted and battered with a generally tired and poor appearance. But it is home where it belongs.
In the end, I'd say DHL is a good delivery service overall. But I'd advise consumers to avoid them if they are ordering time sensitive material or food.
***End of my original never-published-because-I-procrastinated-too-long review.***
I hadn't had this much trouble with a delivery in many years. The last time UPS delivered my Harley Davidson model to a clothing store five blocks away. Would you believe the clothing store kept that Softail model for three months before realizing it wasn't theirs? Ripley would have a field day. Anyway, I know everyone has their horror stories about delivery services and I sympathize considerably with them. My point in writing this was simply to let people know (at least with my experience) DHL is good most of the time. But when they foul up on a delivery, stock up on tissues while someone you trust removes all sharp objects from your sight. Even after all the successful deliveries since the Ohio/Waco debacle, I still maintain: If humanly possible, avoid DHL if you're ordering time sensitive material, food or even ants for Uncle Milton’s Ant Farms.
Thank you for reading my review! It is most appreciated!
Recommended:
Yes
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