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Search Engine Optimization :: Lyndsay Walker :: Toronto, Ontario

Wow DHL how NOT to make a good first impression!

On the weekend, I placed an order from Hershey’s for our wedding. I’m certainly not in a rush for is as the wedding is still 81 days away. Anyhow, to my surprise, DHL’s tracking said that it’s out for delivery today.

When I got home, I see that the status has changed to “delivery attempted; recipient not at home”. Hmm, weird, seeing as how my fiance works from our apartment. He said there were no calls from anyone other than his work stuff. Okay, fine, maybe something’s up with the buzzer (which I doubt since we had pizza delivered last night and it was fine then).

So I hop online, find a 1-888 number which I try and cannot get through. So then I try their online chat, nice guy named Samuel. I explain to him the situation and he looks it up. Tells me that delivery was attempted but no one was home. Duh. I already know that’s what their system says. He gives me a 604 number (Vancouver). Yeah, I live in Calgary. I try not to be annoyed that I have to call long distance, since I have digital phone and it’s not an issue.

But the chick that answers the phone! Wow! Attitude city. I tell her that I understand that delivery was attempted but my fiance was home all day and there was no attempt – there was also no slip left with notification. She then (very snotty) asks: “well then how did you know they attempted delivery?” Uh, your tracking web site dear. I know Call Centres and web teams are often far removed, but don’t tell me you don’t know there’s a tracking site. She puts me on hold and again tells me what I already know.

The kicker is that each time I said “my fiance was home all day” she says “okay so I have down that your parents were home all day”. THREE TIMES that happened. Fiance and parents don’t exactly sound the same. I know I sound young, but come on.

So the call ends with her filing a complaint (which I said I didn’t want to do – I just wanted to know where my CHOCOLATE is, hope that it’s not melting somewhere) and she tells me that their tracking department will call me back.

Wow. I don’t think I’ll EVER voluntarily use DHL. UPS does just fine for me.

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