I am beyond frustrated with the "service" provided by DHL eCommerce UK. I booked a collection (Ref: 60120235107250) for Monday, 2nd March. Since then, I have been trapped in an automated nightmare.
I was given specific one-hour slots on multiple days (12:06–13:06 on the 2nd and 14:04–15:04 on the 3rd), but no one ever showed up.
Ignoring Instructions: I explicitly requested that the driver call the sender upon arrival because the doorbell system is broken, and I provided a direct mobile number for this purpose. These instructions have been completely ignored.
I sent three emails to customerconacct@dhlparcel.c*.uk and received zero replies. Their phone line is just a recorded loop with no way to speak to a human.
The WhatsApp Loop: I spent days fighting with a chatbot that kept asking for the same information over and over despite me already providing it.
When a human advisor finally replied on day four (5th March), a driver finally turned up only to claim their van was "too small" for the parcel and left.
I have paid £22 for a service that has effectively stolen hours of my time in chasing them. This is not the standard I expect from a brand like DHL. I want a full refund and for my parcel to actually be collected today as promised.
Shipment Number: 60120235107250 Sender Reference: DHL13268362-523
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