I'm concerned that the tracking info for my package has stopped working and I need to contact someone about it. The UK number I've found just gets me through to a bot when I emailed I got an automated reply.
Hello everyone, I recently spent two months in DHL limbo and thought I’d give a bit of Updated advice as the last post I saw on how to contact customer services didn’t work for me.
For a bit of context, DHL was delivering a package for me and when the initial delivery date came they never sent a confirmation email to confirm it had been delivered. I checked with their “Track a Parcel” online portal but it just said there was no order with my shipment number.
So if you’re like me and the robot phone line isn’t working here is what you do as a step by step guide.
call the number 024 7693 7770 (DHL e-commerce line)
Select option 2 (if we’ve left you a calling card, press 2)
You want to put in 7 random numbers then the # key, it has to be 7 numbers long otherwise it’ll say it doesn’t recognise the number. I’ve usually put “1234567” and that always works.
if it asks you for a postcode, that means you’ve accidentally stumbled across someone’s Calling Card number. There is no way to recover from this so hang up and start again
if all goes well the robot answerphone will say “sorry your card number wasn’t found” but that’s a good thing because if you wait you’ll be directed to speak to their customer service team if you press 9
I know this seems really convoluted and maybe I’m just an idiot and there’s a much easier way to access the customer service team. But this was genuinely the only way I could speak to a human being at DHL E-commerce and get my issue sorted and I can only hope this helps others who have had the same issue.
(PS: if this did help and you’re speaking to a customer service rep, let them know Tommy sent ya and to make it easier to speak with a human. Thanks!)
DHL eCommerce has been apparently trying (and failing) to deliver a parcel to my home for the past 4 days.
TL;DR : Is there any actual way to speak to a human at DHL eCommerce UK about a missing package?
DHL attempted delivery of a package on 8 April, but said they were unable to gain access to the building. On the tracking website it shows a photo of the doorbell to my building. The building has a concierge so I am sceptical of the claim they couldn't gain access. The driver then tried to drop it off at a service point, but the service point was apparently closed.
It was then out for delivery on 9 April to another service point (allegedly), but the driver apparently ran out of time and was unable to get to the service point in time.
It was then out for delivery on 10 April, again to this second service point. I then receive an email that afternoon telling me it's delivered! And I apparently signed for it. Except, of course, I hadn't. The tracking website had a photo showing the package delivered. It was sitting in a corridor, but not a corridor in my building. The GPS showed it delivered to a random location in London about 1 mile from my home.
I had numerous phone calls with DHL eCommerce on 10 April. When you telephone the customer service number ( 024 7693 7770 ) the automated menu asks for the tracking number. It told me the package was delivered, but I could speak with a member of staff if I hadn't received it. So I did, and the menu system takes you through to a human being. They tried to help, and said they'd speak to the depot to try to resolve things.
Then today (11 April) I received a text message saying the package was again out for delivery! Apparently being sent to a service point, but then another message told me it was coming to my home.
I was in the flat, hurray! Waiting patiently. The helpful tracking page showed me as the next delivery. I was waiting, waiting. It never came.
The tracking page updated and now says they tried delivery but nobody was in. They will try again on Monday.
Except now, when I call customer services I enter the tracking number as before. But because it is now showing as undelivered, there is no menu option to allow you to speak with a human.
It seems that when a package is out for delivery, the menu options change after entering the tracking number, and this prevents you from choosing any options to speak to someone.
Sorry for the epic tale, but how do I possibly actually speak to a human at DHL eCommerce if an item isn't being shown as delivered?
Thanks in advance for any help!
Hey! Wondering if anyone can help me. I paid for next day collection and delivery for DHL e-commerce UK and the drive did not show up yesterday (they didn’t notify me this, I had to call the bot saying the driver was delayed)
I called the bot this morning and it says it is going to be collected today but I have no time slot and the tracking link hasn’t updated.
I have tried all these numbers:
8002091345 1800111345 03442480012 0333 037703 02476937776 024776937770 03330037703 0344209 0102 08442480828 03450720278 02476937776
Either it puts me through to DHL Express who cannot help me as a different business, I only get through to a bot, or I speak to someone else from e-commerce who says they cannot help me because they do international deliveries, not Uk domestic deliveries, or they simply don’t pick up.
I have also contacted their email but they have a 3 day response time which is inconvenient as the parcel needed to be at the delivery point today. I have also contacted the DHL Messenger on FB which I got an automated response saying that they do not monitor FB messages anymore.
I have also contacted the DHL express FB and WhatsApp but they say they cannot help me as e-commerce is separate.
I am losing my mind. Can anyone suggest anything else? Thanks so much