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DHL Courier Not Collecting My Parcel – Please Help
On Sunday evening I sold a large item.
I had selected Simple Delivery as this was the only option and this meant using DHL as a courier.
The package has been all ready since Sunday evening.
DHL were supposed to pick up the parcel on Monday, but never came, this happened again yesterday and the courier has not arrived in today's window either. I've phoned DHL every day. Each time they promise to get back to me with a resolution, but always do nothing. I've raised a case wia email with them and that's gone nowhere too.
I've contacted my customer to explain and apologise for the delay, but I don't know how to get DHL to actually collect. I've stayed in all day for three days in a row and it seems they will never come. They'll just give me a new time each day and not turn up. The first day they even said that a courier came earlier in the day and my item wasn't ready (a total lie).
I've wasted hours and hours on this and getting nowhere. I've tried contacting ebay on two phone numbers and using the online contact thing, but my problem isn't understood (there often isn't even an option for it).
If I don't hear back today should I just apologise to my customer again and give them a full refund? If so, what happens about the money they paid for postage and the Buyers Fee they paid?
Thanks for any help, I'm totally stuck 😞
nutmeg_marg
OP10 months agoThanks for that. Though, from the calls I've had with DHL customer servicethis week, I find it hard to believe that they really are working on improving the service level. It's more like they don't care. I'll definitely never use DHL again.
But enough grumbling! You've been really helpful and I really appreciate it. Thank you 🙂
tressygirl
Mentor10 months agoThis frustrating issue with DHL not collecting seems to be affecting many, perhaps they can't cope with this extra workload with eBay sale, who knows, but it is happening with an unacceptable frequency.
All I can suggest is to take it to the PO use over the counter postage, and adjust the tracking for you label manually as below. You may need to use a laptop / PC to manage this, not the app or mobile browser.
For the unused Simple Delivery label, the refund will go back to whoever paid for the label.
nutmeg_marg
OP10 months agoThank you, this is really clear and a great help.
This is the first time I've ever sent a parcel out late and I've felt terrible about it. Luckily my customer has been very understanding.
tressygirl
Mentor10 months agoeBay recognise this as an issue and a few weeks ago on the Wednesday Community Chat here, a Community manager stated this....
You can use your own courier if you wish. DHL are experiencing higher volumes than usual and are working on this to improve the service level. A refund request for the postage can then be made.
@nutmeg_marg