Absolutely shocking service. My brand new phone was supposedly “delivered” to a neighbour, with the courier even taking a photo and uploading it as proof. Moments later, he took the parcel back claiming he’d made a mistake — yet instead of walking 20 metres to actually deliver it to me, he simply drove off.
This was raised immediately with DHL eCommerce, who claimed they would “look into it.” Over the course of a week, I made multiple calls chasing an update. Every single time, I was told that they still hadn’t managed to get hold of the local depot. Completely unacceptable.
Due to the total lack of communication, I asked on three separate occasions to speak to the Line Manager. Each time I was told they were “busy” and would call me back within three hours. Not one of them called back. These managers were Steffanie, Enisitine and Jessica — all of whom failed to follow through on the most basic responsibility of returning a customer’s call.
This complete failure of Customer Service goes directly against DHL eCommerce’s own Complaints Process Charter. Even worse, this Charter claims that DHL eCommerce UK is a registered full member of the Dispute Resolution Ombudsman — which is simply not true.
The entire experience has been an absolute sham. At no point did anyone take ownership, communicate properly, or provide any meaningful support to resolve what is effectively the theft of my brand new phone.
DHL eCommerce has shown zero accountability, zero urgency, and zero respect for its customers.
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