I ordered (imported) live plants from Thailand and the plants successfully went through the customs clearance process. The customs clearance was also delayed — the Tier- under Pflanzenschutz officer who handled my import didn’t process my import until 14 days later despite having given him the required paperwork before the package arrived in Germany (this is NOT my first time importing the plants).

The shipment was then forwarded to DHL Express for delivery. But I was at home the whole day (morning) on Saturday May 18. The driver didn’t even ring and left me a failed delivery note. On this delivery note, it doesn’t specify the nearest post office where I can pick up my package. And since it’s an import from Thailand, I would have to pay for shipping DHL shipping. I tried to contact DHL all day that day, trying to arrange a pickup. They never gave me the answer.

Then on Tuesday May 21, before I left home for work, I stuck a note to DHL directing them to divert my shipment to the nearest post office (which is opposite my apartment). They NEVER DID. So, I called them again. They told me that I would have to be at home to receive the package only. There’s no other way. And I booked a delivery appointment with them (between 9:00 am and 1:00 pm)

So, I asked my supervisor to work from home on Wednesday — which he agreed to it. And I waited for my package all day. Again it never came. I called several times on Wednesday and asked why they never attempted to deliver and just updated the status as seen in the attached screenshot. Nobody gave me an answer. They told me to call other DHL numbers. And my calls were like a ping pong game. Nobody took responsibility for the undelivered package.

Since yesterday, they don’t even try anymore.

So my question is: is it possible to sue them for the damage (live plants are perishable goods)? I’m so tired of calling them them every day to follow up. The numbers and amount of calls I made seen in the screenshot are calls made to different DHL departments.

by Dan_in_Munich

6 comments

  1. Track it in the DHL app. Then you can see where it is live.

  2. Maybe the package is mislabeled and they can’t find your address? That would explain nobody ringing.

    Also, afaik, DHL Express is the courier service from DHL and they are not the same. Did you call the correct number? Maybe try to get the label information from them or reiterate the delivery address.

  3. No, you can’t sue DHL. You are not DHL’s customer. You ordered from a third party and you have a contract with that third party, that third party has a contract with a company to deliver it and that has probably been outsource to DHL for last mile delivery. Whoever has the contract with DHL has legal standing. But even then losing a package is small claims thing.

  4. The recipient of the shipment is not a party to the contract. DHL have no obligations to you in this context. Their obligation is to deliver to the place the seller paid them to send it to. If they fail to do so, theyve broken contract with them. You are just the beneficiary of the arrangement.

    Only the sender can sue, if at all.

    Equally it is the senders responsibility for ensuring prompt delivery or issuing refunds etc.

    If DHL have fucked about and taken too long, then that “fault”, from the recipient’s position, lays with the retailer.

    If the plants arrive damaged, you remedies are against the vendor… And of course the vendor in turn has remedies against DHL. But you have no direct remedy via DHL.

    Contact the seller, tell them the situation. Suggest to them that they re-send a replacement or refund you the money or whatever remedy is appropriate.

    Effectively this situation is the same as if their own staff were personally bringing it to you. Or if you bought it from physical shop and they took too long to give you the product after you paid for it at the checkout.

    Edit: in theory the above could all be incorrect if you engaged dhl personally to pick up and retrieve the item, as a separate transaction to DHL rather than the plant company. But in almost all cases the company is providing the shipping, even if they are passing the cost of it off to the consumer as an extra fee.

  5. *You* can’t. You have no contract with them. The sender can.

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