Update: 6/12/24 - After submitting the police report, Polène gave me the option for a reshipment with a gift for the inconvenience or a refund. I went with a refund just to avoid any further complications. While I'm happy to have gotten my money back, I would still warn others that a delivery issue like mine will be a tedious process. Polène needs to hire another a courier. Original Post:Long story short, my bag was delivered by DHL without my signature and the package was stolen. Polene was very robotic in response, stating that in DHL performed an investigation, and geolocation shows that it was delivered at the correct address. Polene also stated that due to my address type, that DHL cannot enter the building and could only leave the parcel next to the lockers? But how did they enter my building to put it in next to the lockers then, especially when a code is required? That makes no sense.Polene did not hold DHL accountable whatsoever. As a company who hires a vendor, you should hold them accountable for breaking your own delivery policy. On both Polene and DHL's website it states that delivery is contingent upon signature and that if the recipient is not there to receive the package, that an attempt would be made the second day. When I pointed this out to Polene, they completely ignored it, not recognizing that all this could have been avoided had DHL followed the proper procedure. If you're a company and you have an employee who provides poor service and breaks policy, don't you at least apologize for the poor service and recognize that the policy was violated? Polène did not even admit that DHL was in the wrong, nor did they recognize that their shipping policy of signature requirement was violated. What's the point of having policies in place if they're just being ignored? Yet I'm required to follow their procedure of a police report? Take some responsibility Polène.I filed a police report and am awaiting a resolution from Polene. I highly recommend you all reconsider online purchases. Be prepared to jump through hoops and learn to juggle if you have any problems whatsoever.
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