Mohamed Hussein

Frustrating and Unprofessional Service – Damaged Luggage & Poor Customer Support.

I recently used DB SCHENKER for a shipping service and had an extremely disappointing experience from start to finish.

First, after paying online (including insurance), I went to the service point to hand over my bags, only to be told I needed a QR code—which was never sent to me. I called customer service and was placed **#1 in the queue**, yet I waited **over 50 minutes** for a response. When they finally answered, they **hung up on me**!

I went to another service point where the staff were friendly but confirmed they couldn’t proceed without the QR code. I called customer service again—this time, I was **#2 in line**, then **#1**, but waited **another 40+ minutes** without any answer. Thankfully, the staff helped me manually, but they printed a label from **DB Schenker**, not the QR code I was supposedto receive.

When my bags arrived, the **wheels were damaged**. I filed a complaint, but they **refused compensation**, claiming I "should have used a different package for shipping." This is unacceptable—**why did they accept my bags if they weren’t suitable?**

**Key Issues:**
1. **QR Code Failure** – Why wasn’t it sent after payment?
2. **Horrible Customer Service** – Over 90 minutes wasted waiting, only to be hung up on.
3. **No Accountability** – I paid for insurance, yet they denied compensation unfairly.

I will **never use this service again** and advise others to avoid it unless they improve their reliability, support, and claims process.