Customer Service: DHL vs. FedEx

[gbesq]

I currently have two watches that I purchased from sellers in the UK which are delayed in U.S. customs. The first watch was shipped on February 17th via FedEx. The second watch was shipped on March 8th via DHL. Both companies promptly sent me notice of the customs delay via email and requested that I contact them to provide information for customs. The similarities end there. Despite numerous attempts made over the past three weeks, I have yet to speak with a human being at FedEx. There is no option to chat with FedEx Trade Networks and Brokerage, I get a recording every time I call, and my voicemail messages have gone unanswered. Not impressed, FedEx, not impressed at all. DHL, on the other hand, will be my shipper of choice in the future. I was able to chat online with one of their representatives earlier this evening who was polite, well informed and proceeded to schedule a telephone call between me and a customs specialist for tomorrow morning at 10 am. What a difference. So take note, FedEx. The next time that I need something shipped in a hurry, I won’t be calling you.

 

[Dan S]

I will just say that despite being able to talk with the "right" people at DHL five times about a recent shipment that was held at customs, they were never able to clear it, and it ultimately went back to the shipper. Each time, the person on the phone was able to pull up my email history, saw that I had provided the watch worksheet, and promised that they would fix things within 24 hours. But each time, they were apparently unable to communicate with other people at DHL in a way that solved the problem. After three weeks of frustration, back to Japan it went. I hope you will have better luck.

 

[gbesq]

Dan S

I will just say that despite being able to talk with the "right" people at DHL five times about a recent shipment that was held at customs, they were never able to clear it, and it ultimately went back to the shipper. Each time, the person on the phone was able to pull up my email history, saw that I had provided the watch worksheet, and promised that they would fix things within 24 hours. But each time, they were apparently unable to communicate with other people at DHL in a way that solved the problem. After three weeks of frustration, back to Japan it went. I hope you will have better luck.

I hope so, Dan. I’d hate to be 0 for 2. For the moment, though, I’ll still credit DHL for doing what FedEx apparently cannot - promptly connecting me with someone who is at least trying to address the issue.

 

[STANDY]

Global 70-80% rise of shipping and parcels and you expect better customer service...

Welcome to the real world.

FedEx tried to charge $320 US for a sheet of plastic 12" X 12" that USPS sent for $89 US that used to cost a flat rate $12 USD

 

[Larry S]

I’ve had good experiences with both companies. Really can’t complain.

 

[Tony C.]

FWIW, in my experience:

DHL is superior to FedEx in Europe, though I had the opposite impression when I lived in the U.S.

Also, FedEx customer service has, in my view, slipped considerably over the years.

 

[chrisb732]

FedEx

 

[Archer]

I can get a real person on the phone at FedEx with very little trouble. Just call the main number and go through the menu's, and you can get to one easily.

 

[gbesq]

Archer

I can get a real person on the phone at FedEx with very little trouble. Just call the main number and go through the menu's, and you can get to one easily.

Maybe your experience is different than mine, Al. I called the main number for FedEx Brokerage and Trade Networks in Memphis numerous times. It was the number that FedEx provided to me in an email that originated from them. I called numerous times, never got a live person, and left several messages with all of the information requested on their recording and never received a return call. What I did receive, at midnight last night. was an email from FedEx telling me that the watch could not be delivered - no reason given - and that it was being returned to the seller in the UK, so we'll be starting the shipment process all over again. Hopefully with a different carrier.

 

[Archer]

gbesq

Maybe your experience is different than mine, Al. I called the main number for FedEx Brokerage and Trade Networks in Memphis numerous times. It was the number that FedEx provided to me in an email that originated from them. I called numerous times, never got a live person, and left several messages with all of the information requested on their recording and never received a return call. What I did receive, at midnight last night. was an email from FedEx telling me that the watch could not be delivered - no reason given - and that it was being returned to the seller in the UK, so we'll be starting the shipment process all over again. Hopefully with a different carrier.

Can't say that I've ever called the "brokerage and trade" number. If you have the tracking number, calling the main number can get you a person, and you can go from there. They likely need the watch worksheet, or possibly for you to fill out an importer form. Not a big deal in either case.

I see a lot of threads on forums about carriers, and for every person who swears that XYZ is the worst and they will only use ABC, another will say it's ABC that's the worst and you should use only XYZ, and on and on. In the end, they can all be good and can all be bad on occasion too. I ship hundreds of watches a year using FedEx, and I can't say that I've ever had a serious issue with them. Yes, occasionally paperwork gets misplaced, watches go on circuitous routes at times, but they have always ended up in the hands of the person I set them to, which is all that matters in the end. YMMV

 

[gbesq]

Archer

Can't say that I've ever called the "brokerage and trade" number. If you have the tracking number, calling the main number can get you a person, and you can go from there. They likely need the watch worksheet, or possibly for you to fill out an importer form. Not a big deal in either case.

I see a lot of threads on forums about carriers, and for every person who swears that XYZ is the worst and they will only use ABC, another will say it's ABC that's the worst and you should use only XYZ, and on and on. In the end, they can all be good and can all be bad on occasion too. I ship hundreds of watches a year using FedEx, and I can't say that I've ever had a serious issue with them. Yes, occasionally paperwork gets misplaced, watches go on circuitous routes at times, but they have always ended up in the hands of the person I set them to, which is all that matters in the end. YMMV

I'm sure that's all true. Unfortunately the system didn't work well in this case, but hopefully we'll be successful the second time around.

 

[Axel Brass]

@gbesq I've had similar experience having a better chance of reaching DHL with a phone call. The customer person was polite, prompt and called me back the next day to confirm the incorrect address was corrected.

Though generally, I've been fortunate to not have any serious issues sending or receiving with either.

 

[shaun hk]

At work we import about 250kg of assorted pharmaceuticals into HK by FedEx every week.
When things run smoothly FedEx are fine, when something goes wrong then it all just falls apart. They “lost” an entire pallet for over a week with no clue as to its’ whereabouts, finally found when we let them know the police would have to get involved (prior to that it was just another lost parcel). We have “senior” contacts at FedEx who simply do not respond when there are issues.
We also run a smaller weekly shipment with DHL, and when there is a problem we can get their people on the phone and they can actually answer questions and take action.
Unfortunately our FedEx rate is about 20% of the DHL fees.

 

[wristpirate]

@gbesq I call the main FedEx number, then select the option for shipping a new parcel and booking a collection. That always goes through to a real person who you can explain the situation to and they can often assist.

It's sad so many companies avoid putting you through to a human for an existing service but as soon as you're buying a new service then you get the full bells and whistles.

 

[rootbeer7]

FedEx great until there’s a problem. Last year I had to return a broken item to Mainland Europe. It was shippped with DHL and I returned it with them after 48 hours. Whilst tax was due, they handled it all and cancelled tax bill. FedEx on the other hand, are insisting I pay a tax bill and claim back on govt website for an item sent wrongly that I returned also with them.