Dear Sir/Madam,
I am writing to formally lodge a complaint against DHL Portugal for the poor service and unreasonable delays experienced in the processing of my household items shipment. Below is a summary of the issues encountered:
1. Background and Payment:
On June 27, 2024, I paid Transpo Movers Ltd, a company based in Thailand, for the shipment of my household items from Thailand to Portugal. The payment was made via my Citibank credit card.
2. Customs Documentation Issues:
On June 19, 2024, Transpo Movers provided me with a quotation and a customs guide. I prepared and submitted the required documents to DHL Portugal as instructed.
Despite submitting the necessary documents, DHL Portugal informed me on July 30, 2024, that additional documents were required, including some that were not initially mentioned.
3. Ongoing Delays:
The shipment was on hold as of July 29, 2024, and has continued to face delays. I have complied with all document requests and provided additional information promptly.
4. Communication Problems:
DHL Portugal has been inconsistent in their communication. Despite providing all requested documents, including those sent in Thai and English, the clearance process has been unreasonably delayed.
5. Additional Issues:
Transpo Movers provided incorrect contact details, further complicating the process. I discovered this discrepancy only when DHL Portugal sent me a proforma invoice.
I have also raised a dispute with Citibank and lodged a complaint with the Comissão Nacional de Proteção de Dados (CNPD) due to possible GDPR violations.
6. Current Status:
As of August 11, 2024, DHL Portugal confirmed receipt of all necessary documents, but my shipment remains undelivered, and I am incurring additional costs and inconvenience.
I am seeking DECO’s assistance in resolving this matter and ensuring that DHL Portugal takes appropriate action to expedite the delivery of my shipment. I also request that DECO review the service standards and practices of DHL Portugal to prevent similar issues for other consumers.
Please find attached copies of all relevant documents, including correspondence with DHL Portugal, Transpo Movers Ltd, and the summary of the case.
Whatsapp Chat Records with DHL Portugal: https://drive.google.com/file/d/1dRWu0MzozDLSNvx5-zNqRTUdpHGso2j_/view?usp=sharing
Correspondence Records:
https://drive.google.com/file/d/1LIokJm3YP8wV6oB0iSPGUJVJBSFVSBYP/view?usp=sharing
Thank you for your attention to this matter. I look forward to your assistance in resolving this issue.
Sincerely,
William
