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In my experience, carriers like DHL use a "Get out of Jail Free" card and tell you that the party that retained their services has to make the complaint. This is, at any rate, what happened to me with Fedex. Fedex failed to deliver not one but several packages as contracted, and the vendor was a big company with a substantial relationship with Fedex, so they did not bother to follow through on my complaint. I paid for the service but had no recourse at all.
My recommendation would be to make official complaints everywhere you can. Everyone should, when this happens. DHL and Fedex should not be paid for services they don't complete, and the person who paid for the service--not the vendor--should be able to make the claim.
So DHL took money to get your written confirmation that your packages had been delivered and didn't do so; then refused to explain why.
I was curious to know what DHL's liability would have been if your packages had been stolen from your mailbox. It would apparently be bupkis if the packages were lost in transit--
DHL’s liability in respect of any one Shipment transported by air (including ancillary road transport or stops en route) is limited by the Montreal Convention or the Warsaw Convention as applicable, or in the absence of such Convention, to the lower of (i) the current market or declared value, or (ii) 19 Special Drawing Rights per kilogram (approximately $US 26.00 per kilogram).
--but what if they failed to honor their own commitment?
I'd also like to know this: When they sent the courier back out, did they open your mailbox again to check if the packages were there?
Your terms of resolution seem reasonable to me, but I would also report this to the US Postmaster General. Obviously DHL hasn't trained its couriers well enough.
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