DHL not collecting

[tfsuk]

For the 2nd time in a week I have used the DHL collect option when I have sold an item on Ebay. On both occasions DHL have failed to collect and I have had to pay DPD to come out. How do i get my money back for this failed courier charge? No links found on Ebay and DHL say I am not the customer??

[style_wise]

First of all, DHL says

The first step is to call on the complaints line 0345 072 0278

Then search these boards for: I used a different courier. You will find many posts with the steps to take to mark your Simple Delivery item as dispatched, change the tracking number, and request a refund (these are linked). Do this within 14-days.

If it was your buyer paid for SD they will be refunded automatically within 30-days.

[markc7831]

DHL emailed this morning to say collection between 8.30 and 9.30.

Its 3.30 now and I just spoke to someone at DHL who says it hasn't been collected as 'Premises Closed'.

Obviously, I don't have a 'Premises', this is my private house! So whoever (the person collecting?) said this they were clearly lying to cover his/her own failure.

Why do I have to wait in for DHL anyway? Before 'Simple Delivery', I could use Parcelforce and take it to their Depot (max. time 1 hour of my day).

The postage options on Ebay need putting back to how they were - if Ebay users are priority

[minkypiecat]

Exactly the same happened to me, after day 2 waiting in  I spoke to someone at DHL , they told me the courier had gone to the wrong address, 9 minutes away and reported 'premises closed' , so yes , they were lying. I won't be selling anything larger than 60 cm via eBay for the foreseeable future. 

[jonathanr7404]

Just had same. Didn't turn up & customer service is dia. Probably going to book DPD as they know what they're doing.

[craftybeer72]

Got the same issue. DHL no-show for 3 days. Is there a way to book my own courier and get the money back (buyer has paid for DHL so will need a refund for that also)

[**peaseblossom**]

You could cancel the transaction with buyer's agreement, via the dropdown menu arrow for the item on your orders list.   Then relist for the buyer to buy again.   Assuming the item is extra large you may be able to opt out of Simple Delivery and choose your own, more reliable, courier.   If you have problems doing that follow the advice on here:
https://community.ebay.co.uk/t5/Seller-Central/How-do-you-list-anything-bigger-than-61cm-Part-two/m-...

[kat@ebay]

Hi @craftybeer72 ,

Thank you for your post.

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 be submitted through the form here 

Thank you,

Kat

[craftybeer72]

Thanks Kat,

The buyer paid for the original delivery via ebays forced courier of DHL.

If I order a label with DPD, would they refund me for that? 

I'm going round in circles with DHL and they keep saying the driver ran out of time.

[kat@ebay]

Hi @craftybeer72 ,

Thank you for the reply.

I understand this is not an ideal situation. I know their package volumes are alot higher than expected for this time of year but they are working on shortening their pick-up times. The refund would be for the DHL label. If its the case the buyer paid for the label you would need to go through customer support and they can manually arrange the refund. Contact option here.

Thank you,

Kat

[sjswood68]

Hi Kat,
I'm in the identical situation right now. DHL customer service is non-existent and I can't amend the collection on their site to a drop off because I'm the seller and the booking isn't in my name.
When I spoke to an eBay agent this morning, I was told that there was a "problem" with DHL at the moment and was repeatedly told to book another collection either with DHL or another service.
I had no choice in the courier or whether it was a collection or drop-off and to make matters worse the tracking says I refused the collection, which makes me look bad to the buyer.
Quite frankly I've held up my end of the deal and I've been paid so as far as I'm concerned it's 100% not my problem to solve.
If DHL cannot cope now, we have Black Friday and Christmas just around the corner. What then?
I suggest this ridiculous "Simple" delivery option is removed as quickly as possible as eBay's reputation will be in tatters pretty soon.

[tfsuk]

I agree with you Kat.
I was concerned about getting a poor review from my buyers and so I paid for another courier to come and collect the 4 items I was having issues getting collected. Cost me over £40.
Keith

[kat@ebay]

Hi @sjswood68 ,

Thank you for the reply.

I understand where your coming on this and no the parcels cannot be changed to drop off from collection. The up to date advice right now is to give DHL two chances at collection and after that your own courier and the refund route. Its not the experience we want sellers/buyers to have and eBay is working with DHL to improve on their service.

We are sharing your experiences with the relevant team within eBay and will continue to feedback to them for review.

Thank you,

Kat

[sjswood68]

Hi kat@ebay 
I'm afraid you're failing to understand that this is 100% not my problem.
I've packed and labelled the item, printed and affixed the label and arbitrarily been advised DHL would collect. 
I sat at home all day on Friday having been advised a window of 8am to 6pm.
During the morning I received an email from DHL saying they'd amended collection to between 19.38 and 20.38, ruining my Friday night plans, and they still failed to show up.
I'm sitting at home now, on the off chance DHL might turn up on a day I'm supposed to be in the office.
I have a DHL drop-off location less than 5 minutes from my door, that I'm happy to take the parcel to, but apparently I can't. 
I've held up my end of the deal, why should I go further out of my way to resolve a problem that is not of my making?

[craftybeer72]

After the original collection on Wednesday never happened, 5 days later DHL have just collected my parcel.

They also arrived 30 mins before the 1 hour slot, so it really is pot luck on when they seem to show up.

Glad it's now gone and for ebay to handle any issues from this point onwards during its delivery to the buyer.

[city_sprint_cycles]

DHL failed to collect my item today having waited in all day with their reason for being "premises closed". This is the second order they have failed to collect. That time I apparently refused collection. This is a 100% failure rate. The first order I had to arrange my own postage at the request of customer service which was a hassle. 

[sandsouth12]

I'm waiting for a parcel I bought via eBay where again the seller has been forced to use DHL due to eBay "simple" delivery! Not only have DHL predictably failed to collect it today from the buyer, but they've sent me both an email and a text message telling me it is out for delivery today with an estimated delivery slot! eBay need to get a grip of this, clearly the tracking system is a complete work of fiction! Between this and Royal Mail's almost permanently broken tracking system, we don't really have a lot of hope selling and buying via eBay at the moment! Why can't we have some more freedom to use the likes of DPD who actually do what they say they will?

[jalstew]

I too am experiencing the same problem. I was compelled to use DHL because of the item size. They said they could turn up between 0800 and 1800, At 10:30am I got an email saying they'd arrive between 14:10 and 15:10. They didn't I've had no further communication, there doesn't seem to be a way to get in touch. I got in touch with ebay where the online chat tells me that the collection will be rearranged. I've already spent over 6 hours of my time waiting when I could be doing something else. I live next door to a Post Office - how ironical. Now I'm seriously p'd off, there are things I have to do I can't wait at home forever. Does anyone know of reliable alternatives to ebay? I've been with them for 22 years but how much longer?

Al

* 

[city_sprint_cycles]

<meta http-equiv="Content-Type" content="text/html; charset=utf-8" />

DHL said they would collect yesterday but once again failed for the second day in a row. Am I expected to cancel all plans this week on the off chance they actually turn up? The buyer is getting frustrated and so am I, but what can I do? I've tried contacting DHL but no one gets back to you.  Sort this out eBay!

[sjswood68]

Not sure of other people's experience, and this may be my inexperience as it's my first (last) time using Simple Delivery but I would happily have dropped my item to my local DHL parcelshop.
Let's say three out of ten sellers would be happy to do the same, by taking away the option to drop-off  eBay is unnecessarily putting extra stress on their delivery partner.
1000 parcels is >40% more parcels than 700.
It's no wonder DHL can't cope  kat@ebay