Please accept my apologies you received this shipment in bad conditions.
Based on my records, this shipment was delivered on September 22nd, 2018, at 10:29 am and with a company stamp. Unfortunately, it is not possible to place a claim with the receiver or consignee. it has to be the shipper or sender in the origin country the one that has to place the claim. The forms may vary as well as the websites, so we will need the shipper to contact us to process the request here in the United States.
Please forward the following information to the shipper if you can reach him/her:
Claims must be completed within 30 days of the shipment’s pickup date. The procedure is to fill out a Claim Form, which can be downloaded at the following link, and send it back to the following contact information. Once the form is received, you will get a reply from our Claims Department within 30 business days. Please be advised the rights to a claim are bound to the party who paid DHL directly for the shipment.
I have received a reply from DHL. They clarified that the message you are receiving is saying that only we could file the claim. This means that if the shipment was insured, we would be the only ones who could file the claim. They also clarified that filing the claim would ultimately depend on if the shipment was insured and any other company policies or procedures for claims. Unfortunately, since this is not insured we are unable to file a claim on your behalf. I would suggest you consider adding insurance so that you are covered in the case of any loss or damage. I am very sorry that this did not turn out as expected.