Absolutely unacceptable and stressful experience with DX delivery service.
We were expecting an urgent official government ID document from the Indian Embassy for our 3-month-old baby, scheduled for delivery on 13 February. The document contains highly sensitive personal information, so timely and secure delivery was critical.
The parcel did not arrive on the scheduled date. When we contacted customer support on 16 February, we were incorrectly told that it had already been delivered. When we asked for proof of delivery, the support team refused to help and simply stated that only the sender could raise the enquiry. The representatives were dismissive, unhelpful, and showed no urgency whatsoever despite the seriousness of the situation.
Because of DX’s lack of accountability, we were forced to contact the embassy multiple times ourselves to locate a confidential document belonging to our infant child. This caused immense stress and anxiety for us as parents.
Then, without any prior communication, explanation, or apology, someone suddenly delivered the document on 19 February, six days late.
This entire experience was traumatic and completely avoidable. The inaccurate tracking information, poor handling of a sensitive government document, and the unprofessional behaviour of the customer service team are deeply concerning.
I would strongly caution anyone relying on DX for important or confidential deliveries. This level of service is simply not acceptable.
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