I bought a picture frame from ECost.com, who shipped it ground delivery, on 12/8. Package arrived in Salem, OR on 12/15. Package has never been delivered. I have called DHL 4 times, and been promised delivery 4 times this week.
When I contacted DHL via email, their response was:
"DHL's The Service Guarantee will be suspended for Ground and DHL@home products that are scheduled for pickup or delivery from December 11 to December 24.
DHL Express delivery commitments, including 2nd Day and Overnight shipments, will be extended by 90 minutes for those shipments scheduled for delivery between December 17 and December 24.
Best Regards,
Deborah Wheeler
Executive Response Specialist
Customer Advocacy and Resolution Services"
I checked their web site and took screen shots, no such announcement. I checked all their other pages and found their statement:
"To ensure their shipments arrive in time for the
holidays, customers can ship packages as late as
December 21 using DHL's next day 10:30am, 12:00pm and
3:00 pm services. The deadline for shipping packages
via DHL 2nd day is December 19, and the last day to
ship with DHL Ground or DHL@home is December 14. For
those special last-minute deliveries, customers can
turn to DHL's Same Day Service, which operates 7 days
a week, 365 days a year."
No where's did they make any such "policy" or announcement, except to me, to justify not delivering my package. I am only 20 miles from Salem, and have seen DHL trucks in the area this week.in addition, ECost.com had no disclaimer on their web site that ground shipped packages would not be delivered in time for Xmas.
I looked at the tracking and 0n 12/18 and 12/20 there were 2 cryptic entries:
"Out for delivery" 6:45 am
"Scheduled for delivery" 5:45 PM
Meaning they handed it out for delivery, and then brought it back. Since they had promised me 4 times it would be out, at least twice, they didn't even bother.
I believe they entered into a contract on 12/8 with ECost.com and myself to deliver the package per their standards, which would be 12/17. I believe they willingly violated that contract, and committed fraud with their reply to me stating they had suspended delivery guarantee for 12/11-12/24. I also believe they did this to hundreds, if not thousands of others, and a class action lawsuit is needed.
I have saved all my information, emails, screenshots, etc and am also filing a complaint with the Oregon AG.
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