Consumer

Smooth , fast and as usual … good quality product and fantastic designs!! Keep it up 😊

I am writing to share my concerns and disappointment regarding a recent delivery I arranged through DHL for a purchase from the US. I chose DHL specifically because I believed it to be a reliable and trustworthy company, and I was willing to pay a premium price—over $40 USD—expecting a smooth and professional service.


Unfortunately, my experience has been far from satisfactory. After waiting several days for my medical items to arrive, I checked the app where I made my purchase and discovered that DHL eCommerce Singapore had marked the delivery as failed due to an "incorrect address." However, when I reviewed my order details, I found that the address provided was, in fact, correct.


This prompted me to contact DHL for clarification. During my first call, I was told to reach out to another company, WMG, as DHL had subcontracted the delivery within Singapore. Despite multiple attempts to contact WMG, I received no response—only an automated voice message that was never returned. Frustrated, I called DHL again, reiterating that I had paid them for the delivery and should not be responsible for dealing with the subcontractors they choose. Disappointingly, rather than helping resolve the issue, DHL staff simply disconnected my calls—this happened twice, once with a male representative and once with a female representative. This behavior is extremely unprofessional and left me feeling dismissed.


Eventually, I managed to get a new tracking number from WMG’s website, only to discover that yet another company had been subcontracted. After persistent effort, I was able to chat via WhatsApp with SPX Singapore. By this stage, my address had been distorted somewhere along the subcontracting chain, which I believe contributed to the delivery failure.


Overall, my experience has been frustrating and disappointing. Despite paying a premium price for DHL's service, I had to spend significant time and effort just to track my shipment and attempt to resolve the issue, all while receiving little to no support from DHL. The customer service and after-sales support I encountered were far below the standards I expected.


I hope you will take this feedback seriously and look into the matter, including reviewing the conduct of your staff and the effectiveness of your subcontracting process. I would appreciate a response and, more importantly, meaningful action to ensure this does not happen to other customers in the future.
Tracking :
DHL : 33872604159630594
WMG : WMG00000838567
SPX : SPXSG067260779704

never more ...

Thank you for your time and attention.

Jordi Figueras

Thanks to Deven for helping me to understand how the insurance policy works . Keep it up !