Hey @DHLParcelUK let's continue our conversation in public and see if you still refuse to help me, shall we? I know you want everyone to send you a DM, to keep it nice and private and to then NOT respond for hours or days, or not read the messages properly. This isn't working. 1/
Last week, a parcel to me was posted. Unfortunately it was with you @DHLParcelUK a mistake that won't be repeated, trust me!
When dropping the parcel off, we got a confirmation slip, which also has a tracking number on it. Checked the tracking no and it showed as dropped off. 2/
When dropping the parcel off, we got a confirmation slip, which also has a tracking number on it. Checked the tracking no and it showed as dropped off. 2/
We tracked it through the stages @DHLParcelUK and everything seemed fine. It was dropped off at the shop. Then picked up from the shop by you. Brought to a central place. Shipped on. Received in the local depot. Loaded on the van. 3/
Until Wednesday morning, @DHLParcelUK when it suddenly showed as "delivered", but wasn't. Not here anyway. Funny thing is that until Wednesday, when I entered my postcode to show more details in the tracking, it would work fine. Now it says my postcode is invalid. 4/
So I tried contacting your customer service department @DHLParcelUK and as you probably know, that's not easy at all. My tracking number contains letters and numbers. And your phone line only connects you to an actual person if you can enter numbers only. 5/
So I tried sending you a message @DHLParcelUK and it only takes a look at your account on here to show how well that is going for all your customers. You don't reply for hours or days. You don't read the information properly. And then you refuse to help when you finally reply. 6/
See, @DHLParcelUK you tell me that my address is not actually my address. Funny that, because I know it is. You then say there's no name in your system. Funny that, because it was on the parcel. You say my tracking number is wrong. Funny as I have and even sent you a copy. 7/
You then say, @DHLParcelUK that this tracking number does not have my address in your system. Well funny that my postcode worked until Wednesday in your own system and now doesn't. And even more funny that I sent you a picture of the address label, showing my name and address. 8/
You then tell me to contact your @DHLParcelUK number again, which I have now told you 5 times does not work. I have requested and was promised a call. Which never happened. And I have asked this to be escalated to a manager and wanted to speak to your complaints department. 9/
And your response to that @DHLParcelUK was that you again told me the address is wrong and I should contact customer service number. 😡
You won't tell me where you delivered MY parcel, as you say my name & address that I have proof were on the parcel were not on there. 10/
You won't tell me where you delivered MY parcel, as you say my name & address that I have proof were on the parcel were not on there. 10/
Despite me explaining everything several times and sending proof of the tracking number and the name and address, you do not read what I write and we are starting again at step 1 and that is unacceptable @DHLParcelUK and I tell you why I am running out of patience. 11/
I am now more than angry @DHLParcelUK because this parcel, which you either lost or delivered to a stranger, which has my name, address and even phone number on it, which you changed the details in your system for after it was handed over to you, it is extremely valuable. 12/
No, I am not talking about monetary value here, @DHLParcelUK, but someone wanted to make me happy by sending me something that has much more value than money: it contains a keepsake which is a memory to my nana. It's something small she used every Christmas for years. 13/
And I know you probably don't care @DHLParcelUK but the thing is, my nana who I was very close to, died this summer. This will be the very first Christmas I can't wish her a happy Christmas. And you lost the parcel that contains a memory. And refuse to resolve this issue. 14/
The thing is @DHLParcelUK when people we are close to die, we can't make any new memories with them. So the ones we have become more precious. And things that remind us of those people become valuable beyond words. So you screwed up big time. And I expect you to fix this asap./15
You have been sent all of my details several times now @DHLParcelUK and you have been sent proof of the tracking slip, the number and the address label showing my name and address. I honestly don't care how you screwed up and changed my details in the system. But fix it! 16/
I expect a call back asap from a real person who takes on this issue @DHLParcelUK and I expect that this will be resolved and you find my parcel and deliver it to me. I won't just disappear or go quiet about this. My nana is dead and you lost something important from her. 17/
You might think it's just a parcel @DHLParcelUK and that you can refuse to even attempt to resolve this, but you couldn't be more wrong. Someone in your company changed my details in your system and lost or even stole my parcel. Do something about it now! 18/
Zero response and they've now gone home for the weekend.
Well @DHLParcelUK over 13k of your potential customers have so far seen how you are treating an actual customer. Many of them have replied that they won't use your service again. And you have still not responded to me. Is that really a wise decision? I want my parcel! 
Update: DHL have started talking to me again & I have now narrowed down (not @DHLParcelUK I need to add!!) where it has been delivered. My postcode was changed from PD to PG, delivered roughly 7 miles from me. I don't have the exact address and DHL won't deliver my parcel to me.
They know where my parcel is. They know it's not my name or address. They know it should have come to me. And still, they won't deliver it to me. And that's what they call customer service. AVOID them if you want to actually get parcels delivered to the right person! 😡
Another update. Not happy at all!
So, @DHLParcelUK won't act any further on this matter. They want the sender (my elderly aunt, who asked me to escalate this, as she is distraught by it all) to open a case where she sent the parcel from. DHL will also not confirm who had my parcel and who stole my nana's items.
I have today received a parcel, which was opened. It contained rubbish including empty sweet wrappers and dirty sticky plastic straw, it's missing several items, including my dead nana's keepsake. And they won't help further. AVOID this company.😡
DHL was paid over £30 to deliver this parcel, which they failed to do. I then had to make several calls (not toll free), as did my aunt. Cost about £20. I had to send literally dozens of messages and fight for over a week. And still didn't get my items. Happy Christmas DHL style!
Summary: I have finally been given an email address to escalate my complaint to. We are also starting at step one again, with DHL again now claiming that my name, address and phone number were not on the parcel, (despite me having proof of it) & denying any responsibility. AVOID!
