Delivery Breach Confirmed by DHL, Denied by DJI
PLEASE READ AND BE WARNED Updated 19.2.26 *Edited as further information has been supplied and it’s been 8 days since DJI stated urgent support had been provided I ordered a DJI Neo directly from DJI’s website on 17 December, with delivery scheduled for 19 December via DHL. The item was intended as a Christmas present for my son. The delivery never arrived. On 19 December, no delivery was made to me. I immediately contacted DJI Support and submitted a missing parcel claim. I also asked for the case to be escalated due to the time sensitivity. This is where the experience seriously deteriorated. I was contacted by Hank, who stated he is the UK Customer Care Manager. He advised that DJI needed to complete an investigation with DHL. On 31 December, I was told that DHL had “confirmed the package was delivered correctly”. However, this conclusion directly contradicts DJI’s own Terms & Conditions and DHL’s delivery requirements: • DJI’s delivery T&Cs clearly state that once a package is signed for, it is considered accepted. • DHL’s tracking explicitly stated “Deliver to Person” and that someone must be present to accept the parcel. • No signature was obtained. • I was not home. • I did not give permission for the parcel to be left. Despite repeatedly highlighting this, Hank refused to acknowledge DJI’s own delivery terms and instead continued to defend DHL without addressing the lack of signature or breach of delivery conditions. After weeks of going in circles with DJI, I contacted DHL directly. DHL then confirmed in writing that: • The delivery was meant to be made directly to me. • Correct delivery procedures were not followed. • The parcel was left without my consent. This should have been the turning point. I fed this confirmation back to Hank, expecting accountability or at least corrective action. Instead, I received a generic, templated response stating that DJI would “feed this back internally” while still insisting the courier maintained the parcel was delivered correctly. My Experience With DJI Support I am genuinely disgraced by the level of support, particularly from someone claiming to hold a senior customer care role. DJI’s own purchase terms were ignored, clear evidence from DHL was dismissed, and responsibility was repeatedly deflected. For a company selling high-value products, this level of customer care is unacceptable. There was: • No ownership • No advocacy on behalf of the customer • No meaningful escalation • No accountability I was left without the product, without a replacement, and without a resolution, despite clear evidence that delivery procedures were breached. Final Thoughts This was, frankly, a complete failure of customer support. If DJI cannot stand behind its own delivery terms or challenge a courier when procedures aren’t followed, customers are left completely unprotected. I would strongly caution anyone purchasing directly from DJI to reconsider, as once something goes wrong, you may find yourself entirely on your own. Attempting to escalate through social media or Trust Pilot and the case is ignored. I even communicated through their Legal department, however, they also ignored me. Next steps - small Claims court Just to clarify. DJI have confirmed that DHL have not responded, and DHL did communicate with me (which I’ve shared with DJI) and confirm that they didn’t the correct process. I’ve also asked 4 times for any of the data DJI has on me, to be provided and I’m yet to receive this, even through following their process. All the responses on here, basically confirm that non of the departments never communicate effectively 👎🏼