Extremely disappointed with how DJI has…
Extremely disappointed with how DJI has handled a missing high-value order. I purchased a DJI RS 3 Mini (£219) and formally rescheduled the delivery date in advance. DHL confirmed the new date in writing, but ignored it and delivered on the original day when I was not home. The parcel was left in a communal staircase in a building accessible to others. No signature was obtained from me, yet DHL’s tracking recorded it as signed in my name. Internal DHL documentation also stated it was “delivered to a person”, which is untrue. The delivery photo shows the parcel left outside my door. This has now been ongoing for seven weeks and around 15 emails. The case was handled by Shin, a complaints manager, yet I was repeatedly asked for the same information already provided, including the crime reference number and confirmation that there is no CCTV. There were delays, missed follow-ups, and a clear lack of proper case oversight. Despite providing all requested evidence, DJI / Shin ultimately refused a refund or replacement, relying solely on DHL’s tracking and proof of delivery under their internal policy. My contract is with DJI, not the courier. Due to their refusal to resolve this properly after seven weeks, I am now taking legal action. Very poor case handling and an extremely frustrating experience. Update after this was posted. DJI responded.. I already escalated this. I was told this was the final outcome based on how their policy works. Which is to rely on the communication from the courier. This was all communicated in the 15 emails so it’s reached its final point hence why I’m now doing what I have to do rather than waste any more of my time. Don’t be fooled by DJI’s comments wanting to fix this because they did not. Latest update: I did do a information request contrary to what DJI just wrote. I got this reply from Shin.. the internal review mentioned relates to their policy of only going on the couriers delivery advice. So basically they acknowledge that it happened and it went wrong and it wasn’t done properly yet They don’t take responsibility for it. Scammers I understand how frustrated you are, and I’m sorry for the distress this situation has caused. Please accept my apologies if my previous messages gave the impression that you needed to repeat information you have already provided—that was not my intention. I acknowledge that you have already filed a police report and shared the relevant documentation, including the report reference. I also acknowledge your position that the package was not delivered correctly and that the delivery did not meet the required conditions, including signature and delivery to a person. At this stage, your case and all supporting materials have been recorded, and your position is clearly understood. As previously advised, our decision remains based on the outcome of our internal review. Update: 3rd March 2026: I went to the bank for a chargeback due to not following UK policy. They investigated. DJI have now reached out and offered me a solution which i am happy with, however the stress was not worth it.