I can’t keep quiet about this situation anymore. I’ve tried every possible way to work with DJI, DHL, and Paypal. But nothing has worked.
It’s quite the story so if anyone has thoughts or advice to share, feel free to jump in.
I bought a drone during a Black Friday sale from DJI on December 1, 2024 for $388.61 and paid through Paypal. DHL was supposed to deliver it by December 5, 2024. Their tracking showed it was delivered at 4:52 PM by the driver.
After getting home at 5:10 PM and checking the mailroom, I couldn’t find my package.
I ended up filing a police report and an officer came to check the security footage from my leasing office to confirm if the DHL driver delivered my package on time or if someone had stolen it. The officer determined that there was no evidence that the driver delivered my package at the reported time, which makes me think the driver manipulated the delivery. It doesn’t help that DHL clearly labels the contents of packages, and this driver didn’t follow the rule of securely placing my package in the designated LUXOR Package boxes for my complex.
When I reached out to DHL customer service, the responses were very generic, as if they were just reading from a script. So, I went to the office in person and spoke to a manager named Steven who sent a supervisor to verify the officer’s findings. She confirmed the incident and the driver was fired, as I have emails to prove it. But Steven told me his team is just a contractor for DHL, so they can’t update the system to show that the delivery was messed up.
Now, I’m stuck because the DHL Service Point can’t update their records, so DJI thinks the delivery went fine and refuses to file a claim. It’s worth noting that DHL’s policy allows only the vendor to file a claim. I confirmed that DJI hasn’t filed a claim at all, and I have to call to nag them about it.
On top of that, Paypal won’t refund me either since DJI shows them the delivery proof photo that I disputed with witnesses. DJI insists that upper management is reviewing this since mid-December but I’ve just been passed around. DHL claims that only DJI can file a claim, but since DJI doesn’t see anything wrong on their end, they won’t file.
I honestly don’t know whether to blame DJI or DHL, but it feels like both are at fault. I just want DHL to be held accountable for their mistakes just like other mail services like UPS and USPS. This whole process has been going on for two months now and I feel lost about what to do next.
