Potential Problem on Hotwire Standard Shipping - Using Airborne/USPS Joint Delivery

[Jennylen]

Just found out why my multiple orders took more than 2 weeks and still not here - USPS/DHL holding the mails as hostages for past 12 days at the distribution center:

Airborne/DHL and USPS are having business relationship and USPS handle many Airborne/DHL local deliveries. I expect employees in both parties involved in this business have some kind of knowledge or know about this. It’s kind of sad to hear 50% of their employee that I communicated to (call centers and local office here) and telling me - DHL and USPS had no business together and USPS don't deliver for Airborne/DHL while one of the party (USPS or DHL) is hold my orders for more than 12 days now and still had no clue where is the package or what to do with the package. USPS can not track Airborne/DHL mails. DHL claimed their hand is clean if they had dropped the mail to USPS.

In addition, I found out Aribone/DHL default insurance is $100. Many of us order more than that value.

I had sent the emails to 3 parties (hotwire/dhl/usps) and hope they will locate the mail.

 

[KLAIT]

Something like this happened to me too in September. I ordered my tickets from Connections and was told they would be there in 10 business days...well, 10 came and went and I called Connections...they gave me the run around....15 days and they gave me the run around...finally I emailed them through the link on their site and someone got in touch with me the next day(called me on the phone). They had the tracking number on the package and it left there Airborne and was delivered to my local post office....and that is where the trail stopped. I called the post office, I called Airborne and no one knew anything about it...

Long story short, Connections filed a claim on the package and resent the tickets (3 park hoppers). Received them in about 7 days and low and behold, 5 and a half months later, the original order showed up in my mailbox!

 

[Jennylen]

5 and a half months??

I will definitely follow up with them on Monday.

 

[Lewisc]

If possible use your business as a delivery address. Someone to sign for them AND the services are much more likely to hand off to the post office for home deliveries. Ship it to a business and they'll (usually) deliverit directly.

 

[Jennylen]

I called the Hotwire today and they tried to ask me go to mail sorting facility 2 hours away from my home to locate and pick up my own mail ( also called distribution center, the place usually has 40-60 loading docks, with security gate, ..). I asked for the adress or phone number and they told me I can just call USPS to find out. I was upset, they transfer to phone to one of the supervisor. They said they will have consumer department contact me next a few days.
The following is Airborne response - Once the package has arrived at the USPS, DHL has fulfilled its responsibility for the shipment.

"Thank you for contacting DHL.

Please accept my sincere apology for any inconvenience this has caused. Our
records indicate this package is an @home shipment. Your shipper shipped your
package via DHL to be tendered to your local post office for delivery to you
within 1-2 business days. Once the package has arrived at the USPS, DHL has
fulfilled its responsibility for the shipment.

Again, please accept my apology. For more tracking instructions, please contact
your shipper.

We appreciate the opportunity to serve you.

Patricia
DHL Customer Service"

 

[KLAIT]

Jennylen

I PM'D you!

 

[Jennylen]

Thanks, Klait.

It had been over 20 days and no orders show up.

I had filed the complains with Airborne/DHL and USPS. They still try to locate the mails. USPS is a big problem for my orders, they handle Airborne@home mail (Hotwire free standard shipping) and they cannot correctly track airborne mails, and more than 60% of USPS employee including USPS call center CSRs claim they do not deliver Airborne/DHL mails, I spent good amount of time debating with them on this instead, and toss the problem around.

 

[Goingtodisneyworld]

Good Morning,
Is this in all areas; is there anyone that has not had a problem receiving their vouchers?
Happy Saturday!

 

[bballmom56]

I didn't have any problem receiving mine. I joined and ordered on a Saturday and received them the next Thursday. I was concerned because I had read of other people having problems. I didn't receive an email confirmation, but apparently, that is standard. I did call just to make sure they had the order.

Jennylen ~ I hope you get them soon!

 

[EsmeraldaX]

I'm not 100% sure what you are asking. But I work in shipping/ tracking claims for a huge company and deal with DHL often.

I admit that when I call DHL for tracking, I get little help. This is because they were never really set up to deal with. However, they do have a web site (which is hard to use but I've been using it for a long time so I know how to) and you can get a lot of info there.

Do you have the package tracking numbers? Feel free to PM me or email me and I would be happy to look into it for you.

 

[Taja]

I never did receive the Q&C vouchers ($44) I ordered from HotWire last November and battled with them for 5 months without resolution.

I finally chalked it up to experience and decided never to deal with that type of company again. The vouchers are not that great for saving money, and if I have to do someone's job for them, it isn't worth it!


__________________
Taja

 

[georgina]

Originally posted by Goingtodisneyworld
Good Morning,
Is this in all areas; is there anyone that has not had a problem receiving their vouchers?
Happy Saturday!

I've only ordered 4 or 5 times, but everything has come within a week. Once, they were temporarily out of a certain gift card, and i was not charged for it until they actually shipped it a few weeks later. Mine always come US Mail, so I'm totally confused by the airborne/DHL stuff.

 

[Jennylen]

EsmeraldaX, thanks. If there is no new status on DHL/USPS on ~Monday, I will email you the tracking number.

I think different region Hotwire might use different shipping methods? Record showed they are using
Airborne/USPS @Home Express Program
Shipper is @Memberworks, Omaha, NE
Airborne Deliver to: Near by USPS
USPS Deliver to: delivery address

And the problem is at certain usps locations only (I believe). In this case, I don't know where they put my packages after getting them from Airborne/DHL. One of supervisor at USPS told me Airborne@home (different from business delivery program) delivery is one of the lowest class delivery at DHL. I had to fight to the end -either get refund or get what I ordered since amount is over 2k.

 

[KLAIT]

Jennylen--

When I had PM'd you regarding Connections....you said the majic word in your last reply on thin thread...I can help you!

Check your PM's!

 

[Jennylen]

Thanks, Klait. I will email him if I don't see my order today.

 

[goodferry]

I have ordered tons of vouchers and giftcards from Hotwire, and had no problems. I picked up my mail today, and there was a package in with the other stuff from Hotwire, delivered via Airborne Express. The clerk that handed me the mail was very befuddled by the fact that she was giving me something from Airborne, I never thought twice about it.

 

[Jennylen]

Howire routed my mails to one of the usps sorting facilities which process 1/4 million mails per day. And USPS admited many of their employee had no knowldge about Airborne@home mail. This is the reason these orders are burried or mis-located. This USPS sorting facility refused to take detail info of these mails (tracking, delivery address) and offer assistant at this time of becasue of volume. I did receive one of the order within 4 days and they decided to route to my local post office instead.

I think if your Airborne mail was routed to your LOCAL office, the delivery is fast and you might not have problem; If Hotwire shipping department decided to use one of the USPS sorting facilities to process Airborne mail, we might need to cross the figure.

 

[Paticake]

I ordered Q&C vouchers and Olive Garden gift cards on Friday and got them today!

 

[janskin]

I have never had a problem ordering from Hotwire.

 

[Jennylen]

I know most of us have no problem with orders, and I am just out of luck on this.

No orders showed up. However, DHL and my local post office contacted me on this. Hotwire had not responded to me. I thought they should be the first one to response becasue they should have shipped the order to my local post office, instead of USPS sorting facility. Hotwire customer service refused to have me talk to the department handle this and said they will call me instead within 1-2 weeks. I might have to dispute this through credit card company to expetise the process.

I try to initiate a conference call with Hotwire, problem USPS and Airborne tomorrow and document their conversation in details, especially what they refused to do or failed to do. If they are not coopeartive, I am likely to have my attorney involved since I already have one. I do need to either get my money back or my packages back since value is over couple thousands. It's just a nightmare, and I am tired and sick of this.

Hi Klait: I emailed Eric and hope he is able to help.
EsmeraldaX, I believed USPS sorting facility is the one lost and track the orders and refused to look into at this time.
And thank you very much for the offers and all the help on this!