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I have always received packages from Marks and Spencer in England with the Royal mail/Swedish postal service and everything worked perfectly. Either the package came to my door or I received a slip in the mail telling me where I could pick up my package. Since M&S has changed to DHL, everything has been total chaos! They never let you know when then are coming and then take the package back to Malmö without letting you know that they have tried to deliver the package. This has happened to me several times in a row now and the last time the package was in Malmö för 2 weeks without them letting me know it was there! Of course they lied and said that they had sent a paper in the mail, but this was just an excuse. I had to call M&S to find out the delivery number in order to try and track my package.
I have both written to M&S and spoken to them personally and they say that if DHL doesn't step up and offer at least basic customer service, they will lose the contract with M&S. Since M&S delivers to 80 different countries around the world, losing a contract like this one could prove devastating for DHL.
IF I was any company anywhere, I would NEVER use DHL to deliver my packages. FEDEX, UPS and normal maill service works 100 times better!