DHL Express Denies My Package Was Damaged Despite Camera Evidence
My package, tracking number 648788567791, was delivered to my workplace via DHL Express on 06/26/2026. After delivery, we discovered that the delivered package box was damaged and that materials were missing from inside the box.
When I contacted the DHL Express Sinop Central branch about this, I was told that the box wasn't damaged. I mentioned that we have camera footage at my workplace and that the condition of the package at the time of delivery could be clearly seen in the recordings. Following this, I was told the courier would be sent back to my workplace.
However, about an hour later, I was called again and this time asked to come to the branch myself. I don't think it's right, or customer-focused, to summon the customer to the branch for a matter like a damaged and short delivery, which should actually be examined at the delivery address.
Additionally, when I asked, "Do we need to pursue legal action regarding this matter?" I was given the response, "You can do whatever you want, it doesn't matter to us." I found this approach unbefitting of a corporate company like DHL Express.
On 06/26/2026, I called the 444 0040 call center and created a record. When I asked for my record number, I was told a record number couldn't be provided. When I called again on 06/30/2026, a new record was taken, and this time I was given record number 3699457. Receiving different information and different handling for the same matter has also undermined my trust in the process.
The missing part may not carry a high monetary value; however, the real issue is the package being delivered damaged, materials being missing from inside it, the branch staff's indifferent and dismissive attitude, and the inconsistency in the customer service process. I have the camera footage from my workplace available.
I am requesting that the matter be reviewed, taking the camera footage into account, that my situation be resolved, and that I receive a written response regarding the process.
