This is now an open letter. DHL Vietnam and Pack & Send have left me no choice.
My shipment under AWB# 9666215495 has been delayed for weeks under shifting excuses and evasions. The latest? DHL Vietnam claims the shipment arrived more than 30 days after my entry into Vietnam.
That claim is false.
My passport shows a re-entry stamp dated 25 July 2025. The shipment arrived on 10 August 2025. That’s 16 days — well within the 30-day rule. DHL has been given this evidence multiple times. It has been ignored.
A pattern of failure
Throughout this ordeal, DHL Vietnam has:
- Demanded non-existent documents (e.g. airport customs declarations never issued to me).
- Ignored the July 25 stamp.
- Offered contradictory explanations, often sent at odd hours.
- Threatened confiscation or destruction of my property — without consent.
Pack & Send has admitted DHL attached the wrong paperwork at origin, yet continues to disclaim responsibility.
Why this is public
Because silence and evasion only deepen reputational damage. I’ve now shared this case with DHL’s Asia-Pacific and global press offices, with regulators, and with media outlets.
This is no longer a private customer complaint. It is a leadership test.
What I require
- Written acknowledgement that the July 25 stamp proves compliance.
- Confirmation that DHL accepts responsibility for delays caused by its own filing errors.
- A clear, time-bound plan for clearance and delivery.
Until that happens, this saga will remain documented here for the record:
Lesson for DHL
When evidence is clear, denial is self-destructive. Leaders don’t protect reputations by evasion — they protect them by facing mistakes, correcting them, and restoring trust.
