Unexpected Delays with DHL - Urgent Resolution Needed for My Desigual Orders
I purchased two textile items from Desigual/Spain in two separate orders, resulting in two shipments. On 11.07.2024, I received SMS notifications from DHL informing me that I needed to initiate customs procedures. Upon contacting DHL on the same day, I learned that due to customs regulations, both shipments arriving on the same day could not be delivered to me. The DHL representative informed me that I could either handle the customs procedures myself or have DHL request a return to the sender. I opted for the return option.
On 12.07.2024, I received an email from Mr. T**** K**** from DHL, stating that "Based on the approval of your sender, the return process for your shipment has been initiated. Your return tracking number will be provided to you once the customs procedures are completed." Despite this confirmation, I did not receive any further updates for 5 days (now 7 days as of today).
On 17.07.2024, I replied to Mr. T**** K****'s email from 12.07.2024, inquiring about any updates, but I have yet to receive a response. Today, I called DHL and detailed my situation, including my communication with Mr. T**** K****. The representative confirmed that my shipments are still in Turkey. I expressed my disappointment, noting that my company has been a loyal DHL customer for years, and this is the first time I’ve encountered such a delay and lack of communication from DHL.
In summary:
This is the first time DHL has caused such a significant delay.
A DHL representative has failed to respond to my inquiry for 2 days.
I am at risk of missing my return window and losing my refund due to a delay caused by DHL.
I must say that I am extremely surprised and disappointed by this situation, especially from a company as reputable as DHL. I urgently request a resolution to this matter.
