Dec 01, 2020 05:53 AM
3060 Views
You always truly know a company's customer service when something goes wrong, and you need them to solve it or at least make a fast sincere apology and a fair refund.
Listen carefully to what happened to me. On November 5th, I shipped a package with some medicine to a friend of mine in Brazil because his little daughter suffers from a severe allergic reaction, and it was easier, faster and cheaper to get this done here in Canada than in Brazil, believe me.
I tracked the package during the whole process and kept my friend informed since this important shipment had to get to its destination as soon as possible since we don't know when the next allergic reaction would occur, and they were running out of this medicine there.
The package with this medicine worth CAD$ 408.87 was delivered on November 9th, which is pretty fast based on prior experiences. But to our unfortunate surprise, the package arrived empty.
DHL in Brazil went on an investigation to figure out what happened to the package, but they didn't find anything. It took 9 more days to inform my friend in Brazil that they couldn't find anything there. They notified DHL Canada, and in a couple of days, I received an e-mail asking me to file a claim for formalities, and I did it immediately!
At this moment, even though we were all sad because this simple task of sending a package with this important medicine was not accomplished because we all know that kind of things happens, we were tied to the hope of getting a fast, sincere apology and of course, the fair refund to buy the medicine and send it again.
But guess what, it didn't happen this way! I have just received a call from a gentle and respectful attendant calmly saying that I would be refunded only CAD$ 3 and some cents calculated based on the weight of the package because I didn't choose to check the insurance option.
I was frozen, not believing in what I've just heard. At that moment, I thought that was some lame prank. But that was what they told and offered me.
It is unbelievable that such a big and renowned company, at least I thought it was, has this awful kind of policy.
I will never, ever use DHL again, and I will do my best to discourage people from doing so. I'm actually going to do this bad review in all media I have access to, including my website https://shareisthekey.com where I have numerous followers.
