Anyone else had problems with ND not sending orders?

Okay, so I got to the bottom of it; or at least I am up to speed on the situation. To start, I want to apologize for the support response you got. The person on my team that was responding to you did not address your concerns. She also did not even raise the issue with management to alert that their might be a problem. So this is the first any of our management team is hearing of this. That's not okay. We could have gotten involved weeks ago to try and figure things out. I will be dealing with that customer service problem internally, believe me.

So it appears that packages shipped out on May 21st internationally via DHL Ecommerce are having the same issue. All those packages were shipped out of our facility that day and left our facility on a DHL truck. DHL picked them up and we thought they were on their way. However, tracking did not start updating till June 3rd. Then on June 4th they all started saying "PHYSICAL PACKAGE RECEIVED WITH NO ELECTRONIC DATA [BIG PARTIAL HOLD]," which is the last update shown. All the packages on May 20th and May 22nd went out and were delivered like normal. It's just the ones from the 21st that are stuck in this limbo. So DHL Ecommerce fucked up royally here, and not once did they notify us of the issue. I am most likely going to pull our contract with them over this, and move to another service. This is not the first issue we have had with them since COVID-19 started, and it is like pulling teeth to get any information out of them. Once a package leaves our facility, we no longer have control of it. We are at the mercy of the carrier. If that carrier cannot even give us straight answers about what is happening, that's a big problem! Not only does it piss off customers, but it makes us look bad. If tracking never updates, how are you supposed to know it left our facility? I totally understand the frustration on your part. We can only go off the information we are given, and when that information is not accurate, we completely lose trust in the entire process. Just know that we always get the packages as fast as humanly possible. Things do not sit at our facility. Many packages are shipped and out the door within hours of people placing them. Our shipping department is a very efficient machine these days. However, once those packages leave our hands, the carrier takes over. I can't express to you how mad I am about this situation! They have one fucking job! Take the packages from us and deliver them. That's their entire business model, but they seem to be incapable of properly doing it. So we have already reached out to the carrier that iHerb uses, and I hope we can move over to them for international shipments. I am sick of DHL Ecommerce. This is just the straw the broke the camel's back.

We are on the phone with our rep right now, and are trying to figure out where these packages physically are. If yours is not already on its way to New Zealand, or in NZ customs right now, I am just going to have them pull it back and we will ship your order out DHL Express instead. They are two different networks, services, and divisions even though they both say DHL. The same goes for FedEx Express and FedEx Ground. Many people don't realize that, but these big companies buy up smaller ones and put their names on it. However, the underlying networks are totally different. Customers see FedEx or DHL and assume they are the same company, but that's not the case. So when US customers get a FedEx Express package, that will be delivered by a different truck and driver than a FedEx Ground. When we ship out DHL Express packages, they go out on a completely different truck than DHL Ecommerce. They are different trucks, different networks, different planes, and different facilities. It's specifically DHL Ecommerce that we are having issues with right now. DHL Express is going very smoothly. So if we reship your order out DHL Express, it will get to you very quickly.

Again, I apologize for the issue and the frustration my customer service agent caused. We as a company, and my management team specifically, can only address an issue if we know about it. Not alerting us to this issue, and giving you canned responses about transit times, is not okay. I am sorry for that, and completely understand your frustration and anger. I am angry too. However, we will get you taken care of. You can always private message me here on Reddit if you have an issue my team is not addressing. I am always here.