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.
Progress
My shipment with number 648788567791 was delivered to my workplace on 26.06.2026 via DHL Express. After delivery I discovered that the box was damaged/torn and that material was missing from inside. When I discussed the matter with the DHL Sinop Central branch, I was told that the box was not damaged. Even though I pointed out that there are camera recordings from my workplace, the process did not proceed in a solution‑oriented manner. First it was stated that the courier would be sent again, and about an hour later I was asked to come to the branch. I do not consider it appropriate for the customer to be called to the branch in a case that requires proper investigation, such as a damaged and incomplete delivery. Furthermore, when I asked “Do we have to resort to legal action?”, I was answered “You can do whatever you want, it doesn’t matter to us.” This tone and approach are not fitting for a corporate company. On 26.06.2026 I created a record with the call centre under number 444 0040, but no record number was given. When I called again on 30.06.2026, this time I was given record number 3699457. On 02.07.2026 I filed a complaint on Şikayetvar with number 36402619. The company requested evidence from me; I sent the requested images via the direction 0 850 222 06 06 and the phone number 0 549…88 that was given to me, yet no concrete response has been received. My real grievance is not only the value of the missing part. Because of the indifferent attitude of the Sinop branch, the misleading approach towards the customer, the inconsistency in the call‑center process, and the lack of response despite providing evidence, I have suffered a serious loss of time, my work plan was disrupted, and I was forced to prove myself. The images I submitted clearly show that the box is damaged. The images contain only markings made to clarify the incident; no manipulation of the content has been done. I request that DHL Sinop branch be examined regarding delivery, damaged cargo reporting, customer communication and complaint management; that I receive a written/official response; and that my grievance be remedied.
Dear Şerefcan U, Thank you for choosing DHL eCommerce Turkey. We carefully review every comment we receive from you in order to raise customer satisfaction to the highest level and continuously improve our service quality. Regarding your application number 36402619 concerning the indifferent approach of the branch and customer service after a damaged and incomplete cargo delivery, our resolution center will contact you as soon as possible and take the necessary steps to ensure your satisfaction. Thank you for the trust you have placed in our brand and for the feedback you have shared. Sincerely, DHL eCommerce Turkey
I called DHL customer service at 0 850 222 06 06. I was told that I needed to forward the images to them. Also, I was contacted yesterday. The female staff I spoke with asked me to send the images to the line 0 549... 88. I sent the requested images to that number. However, up to now no result or solution has been communicated to me. I hope that when my complaint submitted through Şikayetvar is reviewed, the issue will be resolved. However, the real problem here is the approach of the Sinop DHL branch and the personnel involved. While a solution‑focused approach is required for the damaged delivery and missing items, the process has been unnecessarily prolonged and I have not been given adequate information. From a corporate company like DHL, we expect the customer's inconvenience to be addressed promptly and a proper investigation of the relevant branch/personnel to be carried out. I request an urgent response regarding this matter and that my grievance be resolved.
Additional Statement to My Complaint The real issue with the cargo delivered to me is not merely that the cargo was damaged or delivered incomplete. My main grievance is the approach of DHL Sinop branch personnel, their manner of speaking to me as if they were lying, their tone, and their behavior that is far from a solution. Even though I reported the damage to the box and the missing/lost items after the cargo was delivered to me, the Sinop branch made statements that the box was not damaged. As a result, I was forced to prove myself. I had to review camera recordings, extract footage, identify relevant moments, prepare visuals, and repeatedly explain the situation. During this process I suffered not only a financial loss but also a significant waste of time, loss of labor, and disruption to my daily work schedule. As a customer expecting a solution, it is unacceptable that I was forced to defend myself and prove my rightfulness. Additionally, the images I have provided show that the cargo was damaged/torn, that the problematic part of the box is clearly visible during transport, and that the box was not delivered safely. The images have only the relevant areas marked for the purpose of understanding the incident, and no manipulation has been made to the content of the images. Therefore, my request is not only for the assessment of the missing/lost items or damage compensation. I request that a necessary investigation be conducted regarding the conduct, speaking style, deceptive approach towards the customer, and solution-avoidant behavior of DHL Sinop branch personnel during this process. I also request that the DHL Sinop branch be audited in terms of delivery, damaged cargo reporting, customer communication, and complaint management processes; and that necessary warnings, training, and administrative actions be taken to prevent similar grievances from occurring again. Due to the time I have lost, the disruption to my work plan, and being unnecessarily forced to prove myself as a customer, I demand an official response and that the matter be resolved in a solution-oriented manner. I submit this for your information.
.
The first arrival of the box
.
I thank Ms. Emine for calling me and providing detailed information about the process.
