{"id":10881,"date":"2025-08-27T02:12:13","date_gmt":"2025-08-26T16:42:13","guid":{"rendered":"https:\/\/vietleadershipcoach.com\/?p=10881"},"modified":"2025-08-27T02:12:13","modified_gmt":"2025-08-26T16:42:13","slug":"pack-send-dhl-shipping-failure","status":"publish","type":"post","link":"https:\/\/leehopkins.com\/vi\/pack-send-dhl-shipping-failure\/","title":{"rendered":"Pack & Send and DHL: A case study in incompetence, indifference, and disrespect"},"content":{"rendered":"

There comes a point in a man\u2019s life when patience isn\u2019t a virtue \u2014 it\u2019s just a slow form of self-harm. At 66 years old, in a foreign country, with no boss to silence me and no career ladder left to worry about, I have reached that point.<\/p>\n\n\n\n

For weeks I have been bounced between Pack & Send Australia<\/strong> and DHL Vietnam<\/strong>. Every email sent, every document resubmitted, every polite request ignored. Each reply \u2014 the same cut-and-paste corporate slurry, as if they believe customers have infinite time and infinite tolerance.<\/p>\n\n\n\n

Here\u2019s the truth: I don\u2019t.<\/p>\n\n\n\n

Pack & Send\u2019s Afifah (Online Customer Service Representative)<\/strong> assures me things are being \u201cforwarded\u201d and \u201chandled.\u201d They\u2019re not. Pack & Send\u2019s CEO Michael Paul<\/strong> presides over a company that shrugs off responsibility while cashing fees. DHL Vietnam\u2019s Le Tran Thu Hien (Clearance Support Agent)<\/strong> repeats the same broken record about \u201cdocuments required\u201d \u2014 documents I\u2019ve already provided six times. Above her sit John Pearson (CEO, DHL Express)<\/strong> and Tobias Meyer (CEO, DHL Group)<\/strong>, comfortably distant from the customers crushed under their company\u2019s dead weight.<\/p>\n\n\n\n

This isn\u2019t just a shipment delay. This is a demonstration of how giant corporations treat ordinary people \u2014 as obstacles to be processed, not human beings to be served.<\/p>\n\n\n\n

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\""Pack
“Pack & Send cannot provide compensation” – Sharina, Online Customer Service Manager, Pack & Send, 18th Aug 2025.<\/figcaption><\/figure>\n\n\n\n

Refusal to compensate\u2014in their own words<\/strong><\/h2>\n\n\n\n

On 18 August 2025, I received an email from Sharina, Online Customer Service Manager at Pack & Send Online Self Service<\/strong>. It should have been an apology, an acknowledgement of responsibility, and a commitment to fix things. Instead, it became a masterclass in corporate buck-passing.<\/p>\n\n\n\n

Here\u2019s what matters:<\/p>\n\n\n\n

    \n
  1. They admitted the error.<\/strong> \u201cDocumentation from a different shipment was mistakenly attached to your waybill. This error has been recognised, and DHL Vietnam has been notified accordingly.\u201d
    That is a clear acknowledgement that Pack & Send and DHL created the mess in the first place.<\/li>\n\n\n\n
  2. They bent their own rules when it suited them.<\/strong> In the same breath, Sharina claimed they couldn\u2019t amend the declared value because it would \u201ccontravene customs compliance.\u201d Yet she also admitted the shipment contained items Pack & Send lists as \u201cprohibited\u201d \u2014 and still allowed it to move forward. So which is it?<\/strong> If rules can be bent to push a shipment out the door, why not to correct a clerical error? This is selective enforcement at its most cynical.<\/li>\n\n\n\n
  3. They flat-out refused compensation.<\/strong> \u201cRegarding compensation, no warranty cover was purchased for this shipment, and the goods are neither lost nor damaged. Under these circumstances, Pack & Send cannot provide compensation, and consequential losses are expressly excluded under our terms and conditions.\u201d
    This is the real kicker. By their logic, as long as the box isn\u2019t technically \u201clost\u201d or \u201cdamaged,\u201d they owe nothing \u2014 even though their own admitted errors stranded my shipment in Customs for weeks, caused enormous stress, and put me at risk of losing thousands of dollars in goods. Under Australian Consumer Law, this kind of \u201cwe owe you nothing\u201d boilerplate doesn\u2019t hold water. Companies cannot contract out of their obligations when their own mistakes cause loss. The ACCC has taken action against businesses who thought hiding behind T&Cs would save them.<\/li>\n<\/ol>\n\n\n\n
    \n\n\n\n

    Why this matters<\/strong><\/h3>\n\n\n\n

    This single email is a smoking gun.<\/p>\n\n\n\n