On September 15, I sent a set of documents from the Gebze Outlet Center branch to Batum, Georgia through DHL Express. I paid €75 for a 2-day delivery service. However, even though both the address and phone number were correct, the documents were never delivered to the recipient.
What’s worse, I received no notification for 15 days, and only after that period did DHL contact me, saying: “We couldn’t deliver your shipment. You can either pay an additional freight fee for a return or allow it to be destroyed.”
When I called DHL customer service, I was told that international shipments are non-refundable and that if I wanted the shipment returned, I’d have to pay another freight charge. I find this completely unacceptable — I paid a high delivery fee and DHL failed to meet the promised delivery timeframe.
I request a full refund of the amount paid and an official apology for the delay and inconvenience caused. I no longer plan to use DHL Express for future shipments.
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