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Missing Parcel

Yesterday I received an email from DHL Express informing me my parcel would be delivered today with a time slot for the delivery. The courier arrived within the time slot but my parcel was not on his van. I tried to contact DHL about this, looking for a customer service telephone number, this was hard to find so tried chat online with AI. Totally useless. I gave the waybill number and explained the problem in simplified terms, it then told me how to package a parcel for shipment. Eventually (frustratingly it took quite some time) I found a telephone number to speak to a human being, I was not holding out much hope for a successful resolution. I was pleasantly surprised. I spoke to a young woman called Lacey, she was more than helpful. She spoke to the depot whilst I was on the call to get them to check the van on return and opened a ‘ missing piece investigation’ took my details and said I should hear something from the team by 12.30 tomorrow. Sure enough, I received an email the same evening, a telephone call the following day and my parcel was delivered. She is the reason I am giving a 5 star review. I understood her clearly, she gave me confidence that she would try her best to sort this out for me, which she did. She is a credit to the company and should be acknowledged as such. In this day and age of customer service she is a breath of fresh air. Without her help this review may have been a far lower star review. So if you ever get to see these reviews Lacey, thank you very much. My son also has a package 10 days overdue to be delivered to the same address by DHL so I have given him the customer service number I used, hoping against hope that Lacey picks up the call. She is amazing.

Date of experience: Dec 17, 2025