The Doll Forum

People need to know this!

This is UK DHL in action: DHL Opening a doll box and having fun at the contents.
Maybe just my opinion, but we should not have anything to do with these people - they cannot spell professionalism.

Disgraceful.. these idiots have probably damaged a £1000 plus doll. Not to mention ruined customers trust in is company.

I avoid DHL. Because of my job i send about 2-3k package every year. Many to the UK.
Not with dhl anymore.

Im interested in buying another doll. does the Netherlands branch of the doll house use DHL? not a chance im risking anything with DHL , can you imagine the uproar if it were a bunch of workers opening boxes and throwing dildos or other sex toys around? but because its a doll and they assume the owner would be too embarrassed to complain they can damage someones property and film it.

anyone think sending DHL the video would be helpful?

nahmot wrote:anyone think sending DHL the video would be helpful?

Tweeting it at the DHL account might be - it is more public. I don't have a twitter account so cannot help with that.

nahmot wrote:Im interested in buying another doll. does the Netherlands branch of the doll house use DHL? not a chance im risking anything with DHL , can you imagine the uproar if it were a bunch of workers opening boxes and throwing dildos or other sex toys around? but because its a doll and they assume the owner would be too embarrassed to complain they can damage someones property and film it.

Hi Nahmot,

We use UPS for delivery from our location in NL. This applies to dolls ordered using the "indirect" shipping option if you so choose, where the manufacturer ships to us using whatever courier service they normally use, and we then forward it to you using UPS (after checking). Alternatively you may choose the standard or "direct" shipping option, in which case your doll will be shipped from the manufacturer directly to you.

Whether the manufacturer ships to us or to you, the courier service they use will be the same one they use for all their shipments, and is up to them. Some manufacturers use for example Fedex, while others use DHL (not DHL UK unless shipping to the UK), etc.

In any case, if anything should happen to your doll in transit, we will of course endeavor to resolve the situation to your satisfaction, and send a replacement if necessary. This is regardless of what shipping option you choose.

I hope this answers your question. If there is anything else I can do for you, please feel free to contact me at any time. You can use this forum if you wish, the email address below, or the contact form on our website.

Happy new year!

Hi All,

I did tweet this to DHL and heard nothing.
So I ripped the video from the web and re-encoded it to fit in an email and send it to my account manager.

It was shuffled to the correct person, and they spoke to me today via telephone, and wanted to assure me that this sort of thing would be dealt with, and would not happen again.
I explained, that this was not my shipment, but that the community, and greater internet community had seen it (2.9 million likes) so would be damaging to DHL.

Funnily enough, I spoke to Graeme at Lovedoll about an hour later, and he had DHL over to discuss the matter (it was his shipment) so the guy that visited Graeme assured him that if they weren't fired already, then they would be.
Fingers crossed eh?

That's good to hear Phil.

ATB

The-Doll-House wrote: if they weren't fired already, then they would be.

Sad thing is...They were probably temp staff for the pre xmas period.

I received this communication from DHL:

"Good afternoon Phil,

Thank you for speaking with me yesterday, it was really good chatting with you and I'm really sorry this incident has happened in the first place.

After liaising with our senior management team at our London facility, they have confirmed the following -
We are aware of the matter and have already taken action. The shipment was due to be returned to the sender. When this is the case shipment service providers are required to generate a new invoice for return and therefore must open shipments to assess the contents - this is a standard practice and in line with valid mail policies. Our employees are trained to always respect the integrity of shipments entrusted to us by our customers and we do not condone any exception. We are disappointed by the inappropriate handling of the shipment in this instance and have spoken to our teams accordingly.

The manager has confirmed this has been fully reviewed with all relevant staff members and any appropriate action taken to prevent a recurrence.

Thank you so much for bringing this matter to our attention and allowing us to deal with this internally.

I will now close my file however, if there is anything else I can help you with please do not hesitate to contact me.

Kind regards
Customer Care Team"

So I don't think any action will be taken.

The-Doll-House wrote: .
.
So I don't think any action will be taken.

Hi Phil!
This is most likely the outcome of this.
The Customer Care Team wrote - "allowing us to deal with this internally." What does this mean? Probably a round table talk with the guys explaining NOT FILMING when having fun with customers packages .
Reminds Me of Putin's Russia - put the lid on, nothing has happened.

Thanks

TBH, there is not much they could have done other than change the vibe of the answer. A bit more like "we deeply regret" and "are disgusted by the unprofessional and unexcusable behaviour of our staff" would have made a better response.

I used to work opposite a DHL depot in London. Most of their employees were rock apes.