Why Do DHL lie?

Hussman

Hussman

Hussman

Associate
Joined
1 Nov 2003
Posts
1,267
Location
Maidstone, Kent
I ordered some metal rods via ebay at the start of the week and was told they would be with me today (Friday).

I received notification that they had shipped via DHL. I even received an email from the courrier company telling me what hour to expect the delivery today.

I live in a cul-de-sac off of a cul-de-sac so traffic in minimal to say the least. Thus any traffic movement is obvious. You hear the engines.

Currently, due to Covid, I am working from home. It's actually fairly warm today so I have my window open too. My "office" is at the front of my property.

Around 30 minutes into the time when I was told I could expect my parcel a van pulls up. I look out of the window and it is indeed DHL. Great I thought. My parcel is here.

I go downstairs and wait by my lounge window, observing the van, so that as the driver brings the parcel up my drive I can open the door to him and allow him to get on his way as soon as possible.

He then proceeds to spend around 5 minutes rummaging around in the back of his vehicle. After a while he returns to the cab and drives off. No parcel, no "we missed you" card. Nothing.

Now, I fully accept that on occasion parcels go missing. It's frustrating but courier companies deal with tens of thousands a day and so a small percentage will get lost etc. I have no issue with that other than the frustration it causes.

What I do have an issue with though is companies who blantantly lie to me. :(

I've just received an email from DHL. If it had said, "Sorry we've lost your parcel" I would have accepted it. But no.

The reason why I never got my parcel was apparently because the driver was unable to gain access to my property!

Now, I live on a residential street. I have no gate, hedge or fence, my garden is adjacent to the pavement. There is a concrete path and driveway from the pavement directly to my front door. A distance of apporximately 5 metres. My house has both a door bell and a door knocker. How can the driver have not be able to gain access to such an address??

DHL's reason for non-delivery is complete BS.

I'm not bothering to contact them directly. I know from past experience with some courier companies they couldn't give a flying fig about customer care.

I just really don't undersand why they can't tell the truth.

Why am I telling you Guys this? Well if you own a company that ships goods and use DHL, please just be aware they lie. I know that I won't be buying from any more suppliers who ship with DHL.

Issues with delivery such as lost consignments I can accept. Lies, I can't.
 
Same as every other courier. No doubt the van driver didnt load you parcel that morning so to cover his arse he put down it was your fault. Thats what you get with the race to the bottom and the cheapest possible courier service.
 
To be fair, I have never had an issue with DPD. They, for me at least, have always been exceptional.

I know little about courier services, are DHL one of the "cheaper" ones? I assumed that would be Hermes / Yodel etc?
 
I had an issue with DHL recently, delivered 3 parcels but not the 4th. They claimed they had delivered all 4 though, ensue a fight with the company who claimed the tracking said it was delivered. A few threats later and they sent out a replacement. So annoying.
 
I’ve had DHL turn up, not find the parcel in the van and come back later when they did eventually find it.
 
Hussman said:
After a while he returns to the cab and drives off. No parcel, no "we missed you" card. Nothing.
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Why didn't you wander out, attract his attention and ask if he was there to deliver to you? You were there, watching him do this so you could easily have spoken to him.

It's not difficult to say "Excuse me, I'm expecting a delivery today from DHL, do you have it?"
 
Hussman said:
[..] I just really don't undersand why they can't tell the truth. [..]
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Because it's better for their metrics to lie and blame the customer. It's not just DHL - it's common practice. Lying is better for the driver and it's better for the company. So they lie. They know it might matter if the house is under constant video surveillance, but it probably won't and most houses aren't anyway. So they lie. The only way to "improve" the situation is to wait outside in the street all day, but all that will do is make their lying more awkward.
 
the shadow said:
DPD Lie :(
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They sure do, was expecting a parcel on Wednesday between 14.45 and 15.45, I sit at the breakfast bar working so was looking out the window, saw the DPD van go speeding up the street with no attempt to stop and half an hour later got the "We tried to deliver to you but the parcel was refused" email, checked the tracking and they had uploaded a picture of attempted delivery, parcel was sat on a garden wall at the side of a white door, I have fence all around my garden and both back and front doors are darkish brown.

They came yesterday and as soon as the van pulled up I went out and made sure they gave me the parcel, I have no idea where she attempted to deliver on Wednesday but it sure as hell wasn't my house despite saying I'd refused delivery.
 
I had issues with DHL recently too, the label was apparently missing my flat number (but not building number) but they kept putting it down as "Delivery refused". Even after contacting them to find out what was going on and finding out the flat number was missing, when they tried to deliver the next day with the address corrected it was supposedly "refused" again and sent back. :(
 
Feek said:
Why didn't you wander out, attract his attention and ask if he was there to deliver to you? You were there, watching him do this so you could easily have spoken to him.

It's not difficult to say "Excuse me, I'm expecting a delivery today from DHL, do you have it?"
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This. This is exactly what I would've done.
 
Feek said:
Why didn't you wander out, attract his attention and ask if he was there to deliver to you? You were there, watching him do this so you could easily have spoken to him.

It's not difficult to say "Excuse me, I'm expecting a delivery today from DHL, do you have it?"
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Because god forbid we should go out of our way to actually speak to a stranger off of our own back?!
 
And what would happen if they said your parcel has been lost?
You'd contact the sender and tell them. They'd contact DPD to check. DPD would look it up and realise that the parcel didn't get loaded onto the van that day for some reason and it'll be delivered tomorrow instead. Sender then had to get back in touch with you to explain.
Wasted 3-4 people's time dealing with it when they could have just said they couldn't get access to the property and deliver tomorrow instead.
 
touch said:
And what would happen if they said your parcel has been lost?
You'd contact the sender and tell them. They'd contact DPD to check. DPD would look it up and realise that the parcel didn't get loaded onto the van that day for some reason and it'll be delivered tomorrow instead. Sender then had to get back in touch with you to explain.
Wasted 3-4 people's time dealing with it when they could have just said they couldn't get access to the property and deliver tomorrow instead.
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They could just tell the truth. 'Parcel not loaded, delivery next working day'.
 
Feek said:
Why didn't you wander out, attract his attention and ask if he was there to deliver to you? You were there, watching him do this so you could easily have spoken to him.

It's not difficult to say "Excuse me, I'm expecting a delivery today from DHL, do you have it?"
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I think his point was you shouldn't hae to watch out your window like a hawk to know a delivery isn't coming.

the odds are the person probably is waiting in for that parcel, what if he doesn't see the truck come and drive off? he's sat in his house all day wondering when his parcel is going to come.
surely it's common curtesy to keep people informed of what is going on rather than leave them sitting in the dark?

touch said:
Wasted 3-4 people's time dealing with it when they could have just said they couldn't get access to the property and deliver tomorrow instead.
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it's a blatant lie though to cover their own negligence and stop compensation claims

name another service that does the same? you don't book a builder they drive up and drive off cos they forgot some tools they need then come back another day
 
The truth means they admit an error on their part and you could ask for compo. I've personally never had a problem with DHL or DPD, now parcelforce on the other hand... Lets not forget Hermes too ;)
 
touch said:
How do you know that's the truth?
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Sorry driver couldn't find your parcel within your allotted 10 seconds delivery window

would probably go down well, they don't tell the truth because they know they would lose customers.

there's websites I refuse to use if they use certain couriers and don't give me a choice
 
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