Please take my DHL nightmares as a way to re-think your shipping/freight needs. Try another carrier that is accountable for it's actions.
First, There was national freight from Florida to NY and returning from trade show back to Florida September 2014. MY crate was excessively damaged in both directions. DHL's response, was well your art fair signed for crate we do not accept damage as ours. AS well my crate was forgotten at trade show for pick up resulting in a fee from fair to transfer to their advance warehouse. Upper management was involved. This man was actually kind, and paid for fee and damage.
It did however lull me into a false sense of safety despite multiple business warning me against using them again. They had a good rate, so why not attempt international import of art from Germany. It was one crate and I initiated import 19 days prior to delivery deadline. It's only taken 5 days on past imports with multiple other carriers.
It started out problematic with my rep and it should have been a red flag, but I trusted and pushed on. In summary DHL was so irresponsible with my crate of art it would not have made the art fair and I would have been left with paying a massive fee for booth with no art to show. It took major fighting and work to get the crate after its is bizarre tour of Europe and lost in airport/customs mode.
The import manager did finally get involved to get the crate moving, but I did extensive work to facilitate this. In the end they missed my advance warehouse truck. And when the offer to deliver to fair came. I suggested I pick up myself and stop to roof rack. I was assured they would handle it. Little did I know I would be billed double the cost of my original quote. Unacceptable, poor shipping, unbelievable stress and a double bill.
DO NOT SHIP WITH DHL
the following is my dispute claim with DHL to with they replied "
DHL can not reduce your billing in this matter.
DHL as a Forwarder can not make a commitment to a customer for arrival and delivery date especially when customs clearance is involved. DHL is also a consolidator. The pricing team can give you rates for the standard service but can not dictate the exact service or routing as that is the decision of the DHL origin office and is based on their bookings and carrier availability.
You were very clear that getting this delivered was your priority and we made that happen for you.
Billing reflects the services given to you for the transportation and delivery of this order.
I apologize for delay’s that you experienced during the process of this Import however, DHL is not in a position to discount and/or waive service charges as a result of delays since in most cases it is not something that we can control.
We thank you for your business.
Please let us know when we can again support your transportation needs.
________________________________________________________________________________
· Representative Nadia Mohammed started this multi-level DHL failure with slow response time and lack of import knowledge.
o I had several times Nadia would not respond to questions/emails and I attempted to get help though Doris.
o I informed Nadia in writing to change my account address no less than 4 times.
§ I believe this was not done until August. I received my first invoice August 8, 2015. Postmark on envelope August 5, 2105.
· Where did original itemized invoice go? Did it go to old address not updated by Nadia despite multiple attempts to correct?
o When pick up was initiated in Germany Nadia failed to communicate all documentation needed. She failed to communicate with German DHL for multiple days to obtain needed information to complete pick up. Three days later, when it was finally told to her we needed a German Export document she had no idea what that entailed. I did research on German DHL’s website, pulled the document and filled out via Google Translate. She then told me they rejected the form. When asked for more detailed help, she could not provide that. She did not seek higher-level help.
o In now desperation for time restriction to the art fair delivery window. I allowed for her to initiate DHL Germany to complete the documents but asked her to notate the account I would be disputing that fee.
· German DHL, after pick June 17th up did not ship directly to NY. Instead they held freight and then shipped to Warsaw for 3 days before finally shipping to NY. I did not approve this type of delay nor did I approve some sort of freight consolidation extra slow shipment.
o Again, Nadia Mohamed, did not follow up on my freight or inform me of any delay.
· June 26 I still had not received confirmation from my art fair advance warehouse on delivery of crate 8 days after delayed pick up. I called Nadia for assistance and received Charlotte’s assistance in Nadia’s absence. I was informed the crate arrived but was at airport waiting pick-up. It should have been picked up on the 26th was her assessment of it’s whereabouts. I informed Charlotte of dire time frame crisis to missing art fair with this crate. She advised me they would expedite the matter and Monday delivery to my advance warehouse in NY was in work.
· When the crate had not moved on Monday, nor begun customs, I asked for a supervisor to intercede. I was under the belief that was what Charlotte did on the 26th. I believe Nadia should have done this June 15th when she was a communication failure with Germany.
· June 29th Crate sat in limbo, with listing customs initiated. There was no movement or customs begun another lost day. I frantically emailed for help and reminded the timing and consequences of having no art for the art fair.
· June 30th Donna Ferro did her best to get the crate moving and delivered. I was informed finally on Tuesday the crate needed to process customs in SC nothing had been initiated.
· I then called US customs myself and asked UCBP T.S. Senior Import Specialist, to assist this clearance.
o Donna updated me SC had trouble with the import code and had contacted me.
§ There is no record of any email initiated either to inbox or spam folder. There was no email. The only phone call came after Donna began to work on the freight issue.
§ Because I was on the phone with USBP the correct import code was verified and it was actually the same as on the original document.
§ At this juncture Tarra Speaks and Donna Ferro worked together to clear crate.
§ When it came back from SC, Donna had documentation hand delivered to JFK customs. (I was under the assumption all this was done free of extra charge to me to make up for the utter failure of earlier freight handling)
§ By the time the crate cleared customs they missed my advance warehouse’s truck to deliver to art fair. I informed both Donna and Donna’s assistant I would pick up crate and put on top of my car to assure delivery to fair.
· I was told they would make sure it was delivered first thing in the morning to the art fair in Bridgehampton, NY. At no time was I told this would be invoiced. I was under the impression since they missed delivery to my truck and since the failure of DHL on my freight was EPIC everything was being done gratis to make up for the failure. I would have picked the crate up myself and handled final transport if I was informed it would be doubling my original quote for project.
o original quote to deliver to art fair directly in Bridgehampton, $$$ total transport (insurance not provided)
o Quote to deliver to advance warehouse in Jamacia, $$$ including insurance ($$$ total transport)
· In summary, only $$$was approved. I am disputing any other charge relating to invoice #####. I feel in fact the entire invoice should be completely brought to zero balance for poor service received.
o The risk of the crate not arriving to the art fair would have been a booth fee paid at $$,$$$ without the art to exhibit. And extensive damage professionally to ______Fine Arts.
o I initiated pick up June 11th, 2015 for delivery to Aiston Fine Arts advance warehouse no later than June 30. There is no reason for this length of delay or failure on DHL’s part.
o I offered to pick up crate myself in NY to deliver to fair. I was never told there would be extra charges. I understood DHL was taking care of this last leg of delivery as an apology.
o When the truck arrived an act of god prevented immediate delivery. The extensive morning rain flooded the art fair location. Again, this act of god is not my responsibility nor was my problem to pay for. I had offered to pick up the crate myself driving 6 hours out of the way to complete the freight delivery to fair myself.
·
First, There was national freight from Florida to NY and returning from trade show back to Florida September 2014. MY crate was excessively damaged in both directions. DHL's response, was well your art fair signed for crate we do not accept damage as ours. AS well my crate was forgotten at trade show for pick up resulting in a fee from fair to transfer to their advance warehouse. Upper management was involved. This man was actually kind, and paid for fee and damage.
It did however lull me into a false sense of safety despite multiple business warning me against using them again. They had a good rate, so why not attempt international import of art from Germany. It was one crate and I initiated import 19 days prior to delivery deadline. It's only taken 5 days on past imports with multiple other carriers.
It started out problematic with my rep and it should have been a red flag, but I trusted and pushed on. In summary DHL was so irresponsible with my crate of art it would not have made the art fair and I would have been left with paying a massive fee for booth with no art to show. It took major fighting and work to get the crate after its is bizarre tour of Europe and lost in airport/customs mode.
The import manager did finally get involved to get the crate moving, but I did extensive work to facilitate this. In the end they missed my advance warehouse truck. And when the offer to deliver to fair came. I suggested I pick up myself and stop to roof rack. I was assured they would handle it. Little did I know I would be billed double the cost of my original quote. Unacceptable, poor shipping, unbelievable stress and a double bill.
DO NOT SHIP WITH DHL
the following is my dispute claim with DHL to with they replied "
DHL can not reduce your billing in this matter.
DHL as a Forwarder can not make a commitment to a customer for arrival and delivery date especially when customs clearance is involved. DHL is also a consolidator. The pricing team can give you rates for the standard service but can not dictate the exact service or routing as that is the decision of the DHL origin office and is based on their bookings and carrier availability.
You were very clear that getting this delivered was your priority and we made that happen for you.
Billing reflects the services given to you for the transportation and delivery of this order.
I apologize for delay’s that you experienced during the process of this Import however, DHL is not in a position to discount and/or waive service charges as a result of delays since in most cases it is not something that we can control.
We thank you for your business.
Please let us know when we can again support your transportation needs.
________________________________________________________________________________
· Representative Nadia Mohammed started this multi-level DHL failure with slow response time and lack of import knowledge.
o I had several times Nadia would not respond to questions/emails and I attempted to get help though Doris.
o I informed Nadia in writing to change my account address no less than 4 times.
§ I believe this was not done until August. I received my first invoice August 8, 2015. Postmark on envelope August 5, 2105.
· Where did original itemized invoice go? Did it go to old address not updated by Nadia despite multiple attempts to correct?
o When pick up was initiated in Germany Nadia failed to communicate all documentation needed. She failed to communicate with German DHL for multiple days to obtain needed information to complete pick up. Three days later, when it was finally told to her we needed a German Export document she had no idea what that entailed. I did research on German DHL’s website, pulled the document and filled out via Google Translate. She then told me they rejected the form. When asked for more detailed help, she could not provide that. She did not seek higher-level help.
o In now desperation for time restriction to the art fair delivery window. I allowed for her to initiate DHL Germany to complete the documents but asked her to notate the account I would be disputing that fee.
· German DHL, after pick June 17th up did not ship directly to NY. Instead they held freight and then shipped to Warsaw for 3 days before finally shipping to NY. I did not approve this type of delay nor did I approve some sort of freight consolidation extra slow shipment.
o Again, Nadia Mohamed, did not follow up on my freight or inform me of any delay.
· June 26 I still had not received confirmation from my art fair advance warehouse on delivery of crate 8 days after delayed pick up. I called Nadia for assistance and received Charlotte’s assistance in Nadia’s absence. I was informed the crate arrived but was at airport waiting pick-up. It should have been picked up on the 26th was her assessment of it’s whereabouts. I informed Charlotte of dire time frame crisis to missing art fair with this crate. She advised me they would expedite the matter and Monday delivery to my advance warehouse in NY was in work.
· When the crate had not moved on Monday, nor begun customs, I asked for a supervisor to intercede. I was under the belief that was what Charlotte did on the 26th. I believe Nadia should have done this June 15th when she was a communication failure with Germany.
· June 29th Crate sat in limbo, with listing customs initiated. There was no movement or customs begun another lost day. I frantically emailed for help and reminded the timing and consequences of having no art for the art fair.
· June 30th Donna Ferro did her best to get the crate moving and delivered. I was informed finally on Tuesday the crate needed to process customs in SC nothing had been initiated.
· I then called US customs myself and asked UCBP T.S. Senior Import Specialist, to assist this clearance.
o Donna updated me SC had trouble with the import code and had contacted me.
§ There is no record of any email initiated either to inbox or spam folder. There was no email. The only phone call came after Donna began to work on the freight issue.
§ Because I was on the phone with USBP the correct import code was verified and it was actually the same as on the original document.
§ At this juncture Tarra Speaks and Donna Ferro worked together to clear crate.
§ When it came back from SC, Donna had documentation hand delivered to JFK customs. (I was under the assumption all this was done free of extra charge to me to make up for the utter failure of earlier freight handling)
§ By the time the crate cleared customs they missed my advance warehouse’s truck to deliver to art fair. I informed both Donna and Donna’s assistant I would pick up crate and put on top of my car to assure delivery to fair.
· I was told they would make sure it was delivered first thing in the morning to the art fair in Bridgehampton, NY. At no time was I told this would be invoiced. I was under the impression since they missed delivery to my truck and since the failure of DHL on my freight was EPIC everything was being done gratis to make up for the failure. I would have picked the crate up myself and handled final transport if I was informed it would be doubling my original quote for project.
o original quote to deliver to art fair directly in Bridgehampton, $$$ total transport (insurance not provided)
o Quote to deliver to advance warehouse in Jamacia, $$$ including insurance ($$$ total transport)
· In summary, only $$$was approved. I am disputing any other charge relating to invoice #####. I feel in fact the entire invoice should be completely brought to zero balance for poor service received.
o The risk of the crate not arriving to the art fair would have been a booth fee paid at $$,$$$ without the art to exhibit. And extensive damage professionally to ______Fine Arts.
o I initiated pick up June 11th, 2015 for delivery to Aiston Fine Arts advance warehouse no later than June 30. There is no reason for this length of delay or failure on DHL’s part.
o I offered to pick up crate myself in NY to deliver to fair. I was never told there would be extra charges. I understood DHL was taking care of this last leg of delivery as an apology.
o When the truck arrived an act of god prevented immediate delivery. The extensive morning rain flooded the art fair location. Again, this act of god is not my responsibility nor was my problem to pay for. I had offered to pick up the crate myself driving 6 hours out of the way to complete the freight delivery to fair myself.
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