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DHL Express
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1.8 451 Reviews

DHL Express Complaints Summary

94 Resolved
357 Unresolved
Our verdict: When using services from DHL Express with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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DHL Express reviews & complaints 451

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11:30 pm EST
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DHL Express DHL Serbia

For more than a week I am trying to receive shipment under number [protected] from DHL Serbia. The total cost of shipment is 100 euro, they want me to pay 30 percents of tax. Even more - they send new paperwork every day (all in Serbian while i am english speaking and they perfectly aware of this). They even asked for the copy of my residence permit - what for? The representer of DHL talks rude and toxic - after I asked for her supervisor she replied "You don't have right to call for supervisor because i am right" - can you imagine anyone from DHL service talk to the client like that? I am DHL client for more than 25 years, in more then 40 countries - I've never had experience like this one. And I didn't received my package so far.

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10:05 am EDT
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DHL Express - I want this money 112.581 retuned to me

I sent a pair of shoes, 2 pairs of trousers 2 shirt and some multivitamins to Nigeria from Australia. DHL sent message that I have to pay 112.581 Naira as customs duty. I told them that this money is too much and I requested to speak to the managing director in the name of by name Muyiwa Adeseyoju but they refused that I can not speak to him. They...

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8:32 pm EDT
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DHL Express Non delivery of package from Gurgaon India

We did not receive our package from India, which is still showing delivered over email and text message, however we did not receive the package. It is surprising how it can be delivered at a wrong address and received by any one who is not the receiver. Imagine when there are no customer care which can resolve our issues. There is hardly any way where we can reach and talk to the Call centre number provided by the DHL.

Our important package from American Express is still NOT DELIVERED and there does not seem to be any means or possibility that they could resolve this issue.

Thank you.

Payal

299 Whitney Ave,

Hamilton ON L8S 2H1

416.875.5117

Desired outcome: WE NEED THE PACKAGE TO BE DELIVERED TO US, AS WE ARE STUCK UP WITHOUT TRAVELLING, DUE TO NON DELIVERY OF THIS PACKAGE.

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Is DHL Express legit?

Our verdict: Complaints Board's thorough examination reveals DHL Express as a legitimate entity with notable strengths. Despite a 20% resolution rate on customer complaints, which invites a closer look, DHL Express stands out for its commitment to quality and security. Clients considering DHL Express should delve into its customer service record to gauge compatibility with their expectations.

DHL Express earns 94% level of Trustworthiness

Perfect Trust Endorsement: DHL Express achives 94% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for DHL Express. The company provides a physical address, 35 phone numbers, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Dhl.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

We looked up DHL Express and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

However ComplaintsBoard has detected that:

  • Despite a high level of trust, our investigation found issues with DHL Express's service, including poor customer service, lack of accountability, and responsibility to resolve complaints. Customers may face long wait times for responses, receive generic or unhelpful answers or no response at all. Only 20% of 0 complaints were resolved.
  • There was some difficulty in evaluating or examining the information or data present on the dhl.com. This could be due to technical issues, limited access, or website may be temporarily down for maintenance or experiencing technical difficulties.
  • DHL Express protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
  • We conducted a search on social media and found several negative reviews related to DHL Express. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
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11:38 am EDT
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DHL Express DHL Express

I sent a parcel to Philippines using DHL.

It arrived in Cebu and there it stopped.

Kevin contacted and told me i must pay 47,000php of he will keep the parcel.

DHL is guilty of theft dishonesty and bribery.

This is second hand property being returned to the owner. Its not even worth

47,000php.

DHL Philippines has no honor or integrity. Keven at DHL Cebu is nothing but a

thief and a low life

Desired outcome: delivery the parcel like i paid you to or give it back.

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11:23 pm EDT
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DHL Express Customs

Customs are just money hungry [censored]! We have been waiting for our shipment since 4th of August and they are holding it for ransom. We sent payment receipt showing how much we paid for it and a invoice from our supplier. The packages are not even for sale, they are for our team to be able to do their job. Even after we agreed to their ludicrous demands just as this had gone on for too long, they still have not released our product.

Will be looking at a different company for our shipping needs because these guys are corrupt.

Wednesday 16th of August we sent the invoice from our manufacturer and receipt that we had paid it.

Desired outcome: Release our package

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5:28 pm EDT
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DHL Express - Lost package

This is my first time have a lost package with DHL and the customer service is horrible. My package shown arrived in Jacksonville, FL on 8/3/23 and I reach out on 8/15/23 to find out why it has been over a 10 days period and the tracking still show in Jacksonville location. What kind of a logistic system that the package does not show a finished delivery...

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3:21 pm EDT
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DHL Express Bad staff clearance in the philippines

I have 3 shipments from UK to Manila

(Shipping from UK May, and now July 2023)

all my used items they report as new. and must be taxed (even though all the goods in it are used goods)

3 delivery they reported the wrong taxes. they report the total price from 3 shipments to 1 shipment (they asked me to pay 3x tax per shipment)

and they do not admit their mistakes. 1 of my 3 shipments was held up and my shipment was returned to the UK

1 of 3 shipping taxes cannot be revised, the reason has been processed from being sent to the HDL warehouse

and asked me to force them to pay, even though I kept saying that I had reported the wrong tax. until my goods are detained and returned to the UK

The other 2 submissions they tried to revise but asked for a lot of new data (and an affidavit reported by the wrong customer)

one of my shipments asked for high taxes, the total price of the goods in 1 shipment was only 34,215 pesos (this is my personal item, game equipment that I use more than 2 years) but they asked for taxes up to 4,523 pesos for my second hand goods

and finally 1. currently revising taxes. took up to 2 months and still not finished. today is June 30th

I don't know what i should to do anymore, is it all too difficult to ship used goods in the Philippines?

who handled my clearance with Mr.Paulo and Ms.Marilou Magat

Mr.Paulo was a bit helpful and understanding

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1:08 am EDT

DHL Express awb [protected] - dispute duties and taxes raided for the deemed value of an item

I purchased a few items for my daughter's birthday from within the United States that she had wanted. I had the items sent to a US Post box (a freight forwarding company in the US) because they would not post the items to Australia. I received a free item with one of my purchases. On the commercial receipt the item was represented as a free item with a zero dollar value. I selected DHL as the courier to ship my delivery from the US to Australia. The total of my shipment was AUD $775. However DHL Duties asserted that the value of my free item was deemed as USD $200. This took the value of my total shipment to over AUD $1000. DHL then subsequently raised a penalty in taxes and duties of AUD $277. I provided DHL Duties team with the bank transaction and all tax invoices to prove the value of my shipment was only AUD $775. With regard to the free item with no transactional value, I provided a cached screenshot of the online store website to show the value of the item on the date of purchase was only AUD $172, not USD $200. This would take the total of my shipment to AUD $947. Being under AUD $1000, I would then not have to pay the additional duties and taxes of AUD $277. Despite requesting for my case to be escalated to a manager and contacting and emailing daily, no one will get back to me to explain how they assessed this free item to have such a high value? If no actual process or procedure exists then this decision would appear to have been made indiscriminately and is an unfair process. I am seeking answers but no one will discuss this with me. As a single parent, AUD $277 is not an insubstantial amount of money.

Desired outcome: I would like to be refunded for the duties and taxes raised against me of AUD $277

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8:05 pm EDT
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DHL Express Delivery

At the end of June 2023 I sent a small parcel to my family to El Salvador, DHL didn't deliver it because they were asking for taxes fees but by Law in El Salvador, small parcel send to relatives have the benefits to exemption of payment. But anyway, DHL El Salvador still charging, receiver agreed to pay it, she just asked extra time as she needs to wait for her next salary, went she went to collect the parcel and pay, she was told that the parcel was send back to me, and told that the reason why didn't deliver was because in the parcel I didn't put her surname. Which is impossible how I am going to send a parcel without receiver's surname pots office won't accept.

Tried to contact DHL El Salvador couldn't do it, I called DHL Australia very rude told me not reason to call if they didn't pay.

Desired outcome: Money back or sent parcel back

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4:26 pm EDT
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DHL Express Agents are stealing & charging people

People who work at DHL in HAITI DEPARTMENT ARE THIEVES..

Why would DHL hired a lot of thieves & lower class people at the Haïti office that’s asking customers for extra cash just to pick up they packages?

I sent out my secretary down there to pick up a package & they told her she need to pay some money upfront if she want to claimed my package.

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10:15 am EDT
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DHL Express Rudeness

They came to my door with an order an I saw them with a package an thought that can't be mine I even ask them they couldn't even tell me the name on the package h e just hold it up to the door screen said is that your address yup well sign it happen to be my roommates why not tell me the name instead of being rude . Then when I went to sign I ask him how do I sign it first of all I haven't sign anything in years an rudely he said use your finger an just sign very impatient with me so rude he seem to have some ms man problem for sure I was about to give him attitude but decided to keep quiet I told my roommate never use dhl service again . Plus the package he got to find out was my cats grave stone my cat had passed away was a gift for me an that man had to make my day worse .

Desired outcome: I would like an apology for the rudeness I had to put up with.

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1:15 pm EDT
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DHL Express Delivery to wrong address

DHL delivered a document of mine to the wrong address. The DHL rather stupidly insistent that the courier was at the correct location despite the image not being of my house. They have not sought to retrieve and have taken no responsibility. This was a sensitive personal document that took time and expense on my end, so not something can can easily be recovered in terms of cost.

Desired outcome: I want the package to be retrieved. Otherwise I want to be refunded for the cost of obtaining the document

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8:49 pm EST

DHL Express Delivery

DHL Express Philippines is running a scam.

December 2022 I had a package sent to me from the US. DHL is wanting to charge me upwards of 85k to get my package or they will abandon it. 85k is clearly not a fair price and payment by sender was already made. I’m willing to pay what I need to but at a fair price. They are threatening to auction off my package.

Desired outcome: Send me my package or return package to sender.

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3:43 pm EST
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DHL Express Waybill [protected]

DATE 09/29/2022 Pkg stopped by Customs Erlanger KY. Talked to customs many times and they report in DHL API abandonment or something like that. Recvd letter, sent it back to get my items. Still have not received this shipment. Its almost 2023. Some of the items support a nonprofit organization and promote my business. Where is my package?! Remove designed Bengals items but please send me the rest of my bags!

Desired outcome: I would like my bags in my shipment with the ladies on them. They are MY DESIGNS as the others.

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1:31 pm EST
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DHL Express DHL customs contact group, Serbia

Hello,

This claim is addressed to supervisors of Customs contact group for Serbia, Belgrade.

I have to report careless, negligent and irresponsible attitude of Nemanja Tosic, the Customs contact group clerk.

From the very beginning of my packages clearance there was/is zero initiative from the clerk. Moreover, I have to make numerous reminders (via chat service, customer support phone and email) in order to get my case moving. Particularly, I had to ask twice (!) to receive forms to fill for customs clearance. After that I had to remind 3-4 times to get confirmation that my documents have been received by the clerk. I had to make 5 (five!) requests via chat support, phone support and direct email to receive a phone call from the clerk (since he is never available at work place, so I can reach him). Nonetheless he never called after all these notices. Finally I managed to reach him by phone. To my surprise I have found out that he didn't notice half of my documents. Neither has he apologized for my wasted time. After the documents have been found and discussed, I have sent three more files that were missing. It was on 28th December, morning. After that I emailed twice to get a confirmation that documents have been received. Today is the end of day 29th - still no reply – for two workdays! Again I have to call the support to remind this clerk to pay attention to my case.

This quality of service is totally unacceptable. This is nowhere near quality of service I got used to in DHL Germany. Moreover, this is much worse than ordinary state mail service (who calls you and takes care of your requests).

Regards,

Alex

Desired outcome: I also strongly suggest that DHL management pays serious attention to employment of people who disgrace the company and stain its reputation. In my experience DHL was always the best express delivery service - please keep it that way.

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2:25 pm EST

DHL Express Do not use dhl... You will regret

I traveled to Mexico during Thanksgiving and purchased insurance for the three boxes to ensure proper packaging and handling of the pottery I purchased and shipped. Boxes had lots of fragile stickers, pottery labels, handle with care stickers and so forth. All arrived damaged and every content completely broken. We opened these boxes in front of the DHL representative at the office and they did not care one bit to see our goods coming out of the box broken. Did'nt even offer to assist in where we could file a claim since I paid 475.00 of shipping and packed items within three boxes to secure no cramming. We submitted claims to DHL in Mexico as we were instructed. No one replies to your emails, they lie about them not able to receive the pictures you send, they tease you back and forth as if they are wanting to help but never give you an email to personally communicate with someone else. Their emails come back as UNDELIVERED. Time after time making a phone call direct to Mexico and they just tell you someone will call you within two hours and they dont. They closed my claim the moment I initiated when I had 30 days to continue my claims. They told me I could do as I pleased to resolve this referring to filing claim or suit. Please trust me, DO NOT TRUST DHL.

Desired outcome: To be professional enough to be held accountable and care about the people they place their trust in them. To stop stealing people's insurances, peoples shipping payments, stealing from hard working people

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2:59 am EST

DHL Express DHL UAE cannot provide a Proof of Delivery with Signature

I have shipped a watch to UK under AWB [protected] and I'm asking for the Proof of Delivery with receiver's signature, and they cannot provide.

The customer service representative just insisting that their UK team called the consignee and confirmed that the item has been received.

As I believed that upon delivery or collection it is the DHL SOP to let the receiver sign as a proof that it has been received.

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2:07 am EST

DHL Express lost package tracking number [protected]

DHL Express lost an important package of mine that went from London in the beginning of October to San Francisco. We have been speaking to the depot there and the behavior of the depot in San Francisco was beyond appalling. First, they gave a lame story about the delivery guy forgetting to lock his truck and someone got in and stole 2 packages, then they said that when the packages label changed for an address change, the box was misplaced in their sorting section, or as they call the area, the hospital. They changed the label and 'misplaced' a fairly large box.

I want my package back but they're not bothered to even search for it or give any indication that they've checked surveillance on cctv footage of the days my package was still being tracked.

Desired outcome: I want my box back or i suit them for negligence

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5:33 pm EST

DHL Express International shipment Mexico to USA - 7 days clearance delay

AWB [protected] "stuck" in Customs Clearance for 7 days. All documents provided 6 Days ago. Paola Varela from this location, DHL Express 1910 W Rio Salado Pkwy Tempe, AZ [protected] is repeatedly asking for information that has been provided...6 days ago. She does not communicate, customer has spent $25 thousand dollars daily... For 7 days... Throwing away produces due to this "delay" in customs clearance. Whoever is Paola Varela's boss needs to remove her or DHL will continue to lose customers. No more DHL for us!

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11:54 pm EST

DHL Express Package send to South Africa from Canada

I have used dhl twice and both times were terrible. First time I sent a package from Canada to South Africa was told I would be there in time for my Mom’s birthday and the package was delayed. This time I was told the package would be delivered 2 days ago on 7th December 2022 and all I have had was problems from the start. I wasn’t asked to make an invoice for every single item in my package and I must give the cost and also saying it’s new or used? Because dhl Canada never told me this my package has been on hold for 2 days now. And to make matters even worse dhl Canada is blaming South Africa they said South Africa needsa the invoice. South Africa says they are waiting for the invoice that Canada forgot to send to them! I asked Canada how long it’s still going to take before my package gets delivered and he said it takes 3x before it’s processed? I don’t understand why it takes 3 days to process when you have acknowledged you have the invoice? If anything is missing from my packing I will be taking this further. DHL is incompetent and when you try phone them you can’t reach them and when do you reach someone he tells you the packing is moving it’s on its way to the receiver which is a lie. I still have no idea when my package will be delivered? Useless and atrocious service. Don’t ever use DHL!

Desired outcome: Want my packages delivered immediately without anything missing from my package

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Phone numbers

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