I shipped product samples to Germany via DHL Express for a competition entry. Before shipping, I repeatedly asked specifically whether the recipient would incur any extra customs charges, and I was clearly assured that “there would be no additional fees, and even if there were you could pay them,” and I was promised that the shipment would be delivered in one day. Despite this, both shipments got stuck in German customs and nothing progressed.
After the packages were held up by customs, there was no reasonable alternative offered that would allow either me or the recipient to be involved and resolve the situation, and no option was created for the recipient to make customs payments. Instead of guiding the process, DHL kept connecting me with people who contradicted each other and clearly didn’t understand the issue, and no clear and consistent guidance was given.
Even though I called customer service about 7–8 times over the past week, every time I received rote, copy-and-paste responses and was told things like “We guarantee the cargo will reach Germany, not that it will clear customs,” which is an extremely unfortunate, evasive statement that shows a lack of accountability and that they don’t take customers seriously. Moreover, during this process, they used the policies in Türkiye as a reason to try to shift responsibility away.
Right now the packages are still stuck in customs, and I have not been offered any solution path, any return process, or any refund proposal. All of this — the complete contradiction between the promises made and the actual execution, and the indifferent, even mocking attitude from customer service — has caused me serious hardship.
I demand from DHL Express a full refund of what I paid for these two shipments, an official apology for the communication and guidance failures, and for their procedures and customer service approach to be reviewed so that similar situations don’t happen again.
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