DHL Didn't Come to Pick Up My Package

I bought a product from Amazon overseas, but it didn't perform as expected, so I initiated a return. The return agreement was with DHL. I called customer service to check if they provided service to my area for individual returns. They confirmed they did, so I scheduled a service appointment to pick up the product. At the appointed time, customer service called to inform me that they only offer services to corporate clients, not individuals. We discovered DHL appears corporate but operates like an amateur courier company.