DHL Express
reviews and complaints

Dear DHL Customer Service,

I would like to bring to your kind attention regarding the bad, infact very rude customer service (basically a bad telephone manners & attitude towards customers') by your Dubai office customer service representative Ms Ellen.

Ref My shipment no: AWB2228352103.

I got an SMS this morning (27.03.2010 at 10:40 AM dubai time) from DHL express to call them back which I did with in a minute, then I got Miss Ellen on Phone who did not reveal her name in the first palce..but asked my address details in a very unprofessional way.. which I did give her required information, then when I asked about the delivery timings, she replied that it will be with in 2 days time & she can not provide approximate time because DHL has the agreement with Bank to delivery with in 2 days only, intern she directed me to conatct HSBC middle East bank on the same, this was contracry to the information I have received from the bank who promised me the delivery by Sunday Morning at least. coversation continued again Ms Ellen asked me my avaialbity at my residence I said I cant give any fixed time unless she gives at least an idea about the delvery timing, and two days duration is a long period of time to plan my availabity in one place..

seocnldy, also she asked my office address, when I asked why she needs the office adress, she changed again sir as per our contact with bank we are supposed deiver to your office address.. which thrown me to Bizzare.. what if I do not have an office? will I not get my DHL parcel? iI it a precondtion? which is not agreed with bank as well..

To wrap it up.. I am already in a trednouse pressure to get the parecel from HSBC, becuase they have defaulted thrice.. adding fuel to the same, now DHL is taking 2 days & also.. in a very unprofessional discussion.. which I do not appriciate...

I strongly feel a Good attitude towrds customres coupled with good telephonic manners are the pre requisite to company like DHL,

hoping to receive a repsonse

Regards
chandrashekar K
[protected]

Deliveres drivers that work for dhl are rude and don't care where they park up, I work as a school crossing patrol warden (Lollipop Lady) for my local school, this driver parked across my school crossing, where I cross 3-10 years olds with there parents, I told them it was against the law to park there between the hours of 8-9 am and 3-4pm, the driver told me to shut up, they wouldn't be 5 minutes, this happen at 3.30pm this afternoon on Westeren Avenue in Pontefract, they also stop traffic, no one could go anyway. I had to report this incident to my boss and also the police, the police told me if they deliver again at these hours and park up where they shouldn't, I have to take a picture, get the license plate and press charges, I am disgusted that you employ people like this. If anything like this happens again I will sue the company. I also had about 20 disgusted parents and grand parents. I hope you can sort this out and get the driver responsible

Hi,

I am an Indian citizen, we at our weddings wear a 3 piece outfit A friend of mine (from Australia) is getting married in a week. She had sent me the blouse in january for alteration.

U will find below a status report of DHL, the courier was sent in January 2010. March has started but the courier is till stuck.

I had given DHL all options, namely

1) courier it back to Australia (the sender),
2) charge me the custom duty,
3) give me 2 days n courier it back, or
4) talk to the custom officer whose number i have given to you n get it out.

The blouse was sent to me for alteration by a friend of mine from Australia. I had explained this to them hundreds of times, now her wedding is in a week and they still havent been able to release it. Now since the purpose is lost, i have asked them to keep the blouse. I cant believe that for 1 blouse it has taken them more than a month. In response we have decided to lodge a complaint from both sides for all the inconvenience caused to us.

THIS IS THE LAST TIME I WILL ASK ANYONE TO USE DHL... THE WORST SERVICE AND NEGLIGENT RESPONSE FROM ANY ONE AT DHL...

 Tracking

Result summary
Airway bill: [protected]
Clearance delay
Monday, March 01, 2010 at 17:38
Washington - Ronald Reagan National, DC - USA  -   Delhi (New Delhi) - India
Monday, March 01, 2010
Time
Location
Clearance delay
17:38
Delhi (New Delhi) - India
Sunday, February 28, 2010
Clearance delay
14:50
Delhi (New Delhi) - India
Saturday, February 27, 2010
Clearance delay
17:44
Delhi (New Delhi) - India
Friday, February 26, 2010
Clearance delay
19:09
Delhi (New Delhi) - India
Thursday, February 25, 2010
Clearance delay
19:05
Delhi (New Delhi) - India
Wednesday, February 24, 2010
Clearance delay
18:21
Delhi (New Delhi) - India
Tuesday, February 23, 2010
Clearance delay
20:16
Delhi (New Delhi) - India
Monday, February 22, 2010
Clearance delay
19:52
Delhi (New Delhi) - India
Sunday, February 21, 2010
Clearance delay
17:47
Delhi (New Delhi) - India
Saturday, February 20, 2010
Clearance delay
20:39
Delhi (New Delhi) - India
Friday, February 19, 2010
Clearance delay
20:44
Delhi (New Delhi) - India
Thursday, February 18, 2010
Clearance delay
20:07
Delhi (New Delhi) - India
Wednesday, February 17, 2010
Clearance delay
20:54
Delhi (New Delhi) - India
Tuesday, February 16, 2010
Clearance delay
20:25
Delhi (New Delhi) - India
Monday, February 15, 2010
Clearance delay
20:25
Delhi (New Delhi) - India
Sunday, February 14, 2010
Clearance delay
17:15
Delhi (New Delhi) - India
Saturday, February 13, 2010
Clearance delay
20:58
Delhi (New Delhi) - India
Friday, February 12, 2010
Clearance delay
19:35
Delhi (New Delhi) - India
Thursday, February 11, 2010
Clearance delay
20:23
Delhi (New Delhi) - India
Wednesday, February 10, 2010
Clearance delay
20:21
Delhi (New Delhi) - India
Tuesday, February 09, 2010
Clearance delay
20:44
Delhi (New Delhi) - India
Monday, February 08, 2010
Clearance delay
20:09
Delhi (New Delhi) - India
Sunday, February 07, 2010
Clearance delay
17:29
Delhi (New Delhi) - India
Saturday, February 06, 2010
Clearance delay
19:49
Delhi (New Delhi) - India
Friday, February 05, 2010
Clearance delay
20:01
Delhi (New Delhi) - India
Thursday, February 04, 2010
Clearance delay
21:30
Delhi (New Delhi) - India
Wednesday, February 03, 2010
Clearance delay
20:33
Delhi (New Delhi) - India
Tuesday, February 02, 2010
Clearance delay
21:30
Delhi (New Delhi) - India
Monday, February 01, 2010
Clearance delay
21:14
Delhi (New Delhi) - India
Sunday, January 31, 2010
Clearance delay
17:31
Delhi (New Delhi) - India
Saturday, January 30, 2010
Clearance delay
18:41
Delhi (New Delhi) - India
Friday, January 29, 2010
Clearance delay

Delhi (New Delhi) - India
Processed for clearance at Delhi (New Delhi) - India
3:28
Delhi (New Delhi) - India
Arrived at Sort Facility Delhi (New Delhi) - India
3:28
Delhi (New Delhi) - India
Clearance delay
3:28
Delhi (New Delhi) - India
Thursday, January 28, 2010
Departed Facility in London-Heathrow - UK
10:13
London-Heathrow - UK
Processed at London-Heathrow - UK
5:06
London-Heathrow - UK
Arrived at Sort Facility London-Heathrow - UK
2:30
London-Heathrow - UK
Wednesday, January 27, 2010
Departed Facility in East Midlands - UK
23:56
East Midlands - UK
Transferred through East Midlands - UK
23:55
East Midlands - UK
Departed Facility in Cincinnati Hub - USA
9:20
Cincinnati Hub, OH - USA
Processed at Cincinnati Hub - USA
2:14
Cincinnati Hub, OH - USA
Arrived at Sort Facility Cincinnati Hub - USA
1:32
Cincinnati Hub, OH - USA
Tuesday, January 26, 2010
Departed Facility in Washington - Ronald Reagan National - USA
21:07
Washington - Ronald Reagan National, DC - USA
Processed at Washington - Ronald Reagan National - USA
21:04
Washington - Ronald Reagan National, DC - USA
Shipment picked up
17:19
Washington - Ronald Reagan National, DC - USA
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©2010 
Copyright © 2007 DHL International GmbH. All Rights Reserved

DHL collected a package on the 29 January 10 for their offices in Montego Bay Jamaica and then for a door-to-door delivery. The recipient of the package had a telephone call from customs office to say that there is a charge and that he would have to collect the package; the receipient is happy to pay the customs duty so long as it is delivered to his door (he is frail and is unable to go to Montego Bay to pick up this package) that's why the package was couriered door-to-door.
The items in the package totals £49.50; we have now been told by DHL, that customs in Montego Bay wants a duty fee of £63.95; plus £11.50 DHL handling fee, they want this money from us but no paperwork to substantiate this this duty charge!
It may be noted that we booked through Transglobal who in-turn used DHL courier; We have further learnt from DHL if we had booked through them direct we would not have had this problem

The items we couriered cost £45.95
We have an invoice for £44.57; plus additional they charged us as they the weight was incorrect
They now expect us to pay custom charge of almost £70 (for items under £50)
Plus DHL handling charge of £11.00.

This is the first time we have used Transglobal/DHL courier and the last time and would not recomend neither of them.

We are not sure what to do next or even if Mr Cunningham (83 yr old pensioner will the items couriered to him).

Would you say something is not quite right here!

Confirmation of proof of documents vailable on request

E Bishop

Our Company use DHL sometimes for deliveries of smaller items which we need dispached fast. Its kind of my fault as they have let me down on a few occasions. The most recent incident is where I need a wash basin bowl delivered from Hong Kong to Grimsby U.K. The item arrived smashed to pieces, of course the customer is not happy. I have had a claim submitted to DHL they say once the claim has been accepted by them, it will be another 2 weeks before they will start the delivery process again. So I have a customer who has been let down, I have offered to pay for the delivery to happen sooner, then to claim the money back later so not to annoy my customer. I cant do this or I will loose my claim, instead I have to annoy my customer further whilst DHL sort their lives out. Their customer service is the worst in my experience, they just dont care about customers, I dont know why they have a customer service, Its like an elephant having wings, whats the point.

Thanks for reading,

Regards,

Mike OShaughnessy
Interiors for Homes Ltd
www.interiorsforhomes.co.uk

While wandering through Mexico and Central America I managed to
pick up more things than I could carry on my back and decided that while I was I was in a place that had "Exporting", I would look into shipping the items back to the U.S.. I talked a few places and in Panajachel, Guatemala and found that almost every one would do all the work for you as far as packing etc...but, they all took the box or boxes to DHL. To avoid extra fee's I thought it would be best to go directly to DHL and deal with them direct.
I met with the owner of the office, a pleasent man at first, he tells me an estimated cost...I ask about using a credit card. He responds with yes you can use a card, check however you would like to pay.
The next day I arrive with my items to be shipped. The lady working at his desk is immediately bothered by the fact that I don't have a box. She then asks me"Why" if I made purchases in Mexico
I did not ship them from Mexico!?!?!?!?! When I ask her why it matters where I ship my things from, I get no answer and a little more attitude.
The owner shows and starts talking to me about payment and shipping location, then he tells me I have to go to the bank and take out the 35000.00 quetzales from my card(most card daily cash withdrawl limits are $300.00) to pay for the shipping as they got rid of the credit card processing machine(or, we could try the cafe across the sidewalk with the machine they use). His reason was that he did not want to pay the taxes, he then is greeted by another man and for about 3o minutes speak about renters and renting buildings out while I sit there...when his American friend leaves he turns to me and say"oh, you are still here?" by this point I am fuming and say" can you help me or not?" his response was, "I don't think we can". I filed a complaint with DHL about this office and never heard back from them. a word to anyone in Panajachel, if you have to use DHL in Guatemala go to Antigua. I stopped in to relay this story to the Antigua office and she said that is not how things are done and apologized for the hassle.

I been dealing with the rude and unhelpful customer service and front line people for so many months. Do not had much choice as other courier services did not had one of the service they all. If any given time there's a new competitor coming up with the service I needed I will switch to them with no hesitation.

I bought 5 laptops and 1 netbook during Black Friday where I woke up early in the morning to get the deals. I sent the package last year in December 09 and DHL made the dumbest mistake ever. The tracking number is [protected]. Now they couldn't find my packages because it was lost after the departure from Panama. Some "smart" DHL employee sent it back to Panama from where it came whereas the final destination is suppose to be Paramaribo, Suriname. Such a big company making such stupid mistake that not even a kindergarden would. They need to teach their employee to read. I made mroe than 10 calls to Bestbuy just to purchase ONE of those 5 laptops. They have wasted so much of my time and I might not be able to pay for my college tuition due to the loss. DHL has failed me once and for all! SUCH A BIG FAILURE AS A COMPANY!

Company was hired to fix furnace pump that seized and was overheating. To prevent a fire I disconnected the power supply. When technician showed up and looked at power and neutral wires in a daze he called management who told him not to work on it. Can you imagine an appliance service company that is intimidated from rehooking up the power wires? It's a joke. Needless to say when I spoke to owner he was rude, and unapologetic. I do not recommend this compnay there are plenty of other better and more customer friendly companies to work with.

I orderd all my 3 year old sons christmas presents from toys r us who use DHL for there delivery service. I paid extra for early delivery to make sure the presents was here eairly for christmas. I took the day off work to wait in for my order, and waited in all day, i didnt here a knock on the door but i did recive a note from DHL saying they called and no one answerd, i blamed myself and rang the mobile phone number provided straight away the phone was turned off i tried countless times and still the phone was turned off, so i rang the 0844 number that was also provided on the note, they assured me my delivery would be there the next day. So i took the next day off work. I waited in again all day, making sure i would here them knocking they never turned up so i checked the tracking order on toys are us web site and it said the driver had been no answer and had posted a note THEY HADN'T! so i spent £10 on credit ringin the 0844 number, they told me because i didnt have a parcel number (which the driver was ment to have provided on the note) they can not track my order or find out where it is now im £200 down plus 2 days pay and worse still my son dosent have any christmas presents to open all thanks to the DHL! i will NEVER again use DHL or order goods from ANY companies that use DHL! thanks for spoiling my families and my sons christmas!

I ordered an item on Amazon on 17th December 2009 and selected "Priority International Courier". I was notified that the order would be split up, and that one part of the order was being sent via DHL. On 20th December, 2009, Sunday, the delivery person from DHL (mobile number [protected]) called me check if anyone was at home as they were trying to deliver the package to me. As I wasn't expecting the delivery to be made on a Sunday (Since the delivery description on Amazon.com mentioned 2-4 BUSINESS days), I asked when is the next earliest slot another delivery attempt could be made instead, and the delivery man suggested the evening slot (7pm-10pm) on Monday (21st december, 2009), which I agreed to over the phone.

Today on Monday (21st december, 2009), I rushed home from work in order to receive the package during the 7pm-10pm slot as suggested by the DHL deliveryman, but the delivery never arrived. When I finally called DHL at 10:30pm, they told that because no official redelivery request was made on my order (even though I followed the recommendations given by the deliveryman who called me), they did not attempt a re-delivery on Monday; and as such, the delivery was automatically scheduled for Tuesday during office hours when no one would be at home to receive it). In addition, if I had to arrange for it to be delivered to my workplace instead (since I would not be free on Tuesday night to receive the item), I had to fax a request to DHL requesting a change of delivery address. I have no fax machine and have to look for someone with one. On top of that, they could not guarantee the delivery by Tuesday with the change in address.

I have ordered from Amazon a number of times in the past, via different shipping options, but this is the worst experience I've ever had so far. The whole point of paying a premium for "Priority International Courier" is to get my purchases fast and conveniently. In fact, another portion of my order which was being shipped via UPS attempted delivery when I was not home, but the UPS representative was helpful enough to allow me to change the delivery address to my workplace over the phone. In contrast, the DHL representative were inflexible and said they could not change the delivery address to my workplace this way because they would have to file extra paperwork to justify the change.

I called DHL Wednesday morning after I managed to get access to a fax machine (since the representative serving me yesterday said I had to fax in a request for change in delivery address). The representative I spoke to this morning now told me that I could have emailed a request for change in delivery address, something that the DHL representative whom I spoke to yesterday neglected to mention to me.

As such, I could only trigger a request this morning, meaning that I would only be able to receive the package on Wednesday. If the representative yesterday had mentioned that I could have requested a change of address via email, I would have done so yesterday and gotten my delivery by today (Tuesday). In fact the current status of the order is now listed as "Delay in delivery due to external factors" through no fault of mine.

This is in contrast to the part of my order which was shipped via UPS, which shipped later, and I similarly requested a change of address, and yet I received the package earlier.

A rant from Italy, where a parcel containing live plants for my garden arrived from the UK on December 2.

On each day since then, 6 so far, it's gone out for delivery...and been returned to (I think) a sub-contractors depot.

For the past week, I've phoned DHL on their premium-rate number and have basically been told lies. 'It's definitely arriving tomorrow...' ' We've made it highest priority...' etc etc

Utter ###.

DHL Head Office in Milan buckpass to DHL in England. DHL in England buckpass to DHL in Milan.

Nobody attempts to accept responsibility or gives a rat's rear end about the fact that a parcel they've been trusted to deliver is rolling round on the back of some white van somewhere for a week.

Even the company in England who sent me the package are getting the brush-off. They tell me I'm not the first of their customers DHL have screwed this year. Guess which well-known international courier they;re not going to use any more.

The name of that company again - DHL. That's D - H - L.

Never, ever even think of using this company.

A wristwatch was delivered to a buyer in germany in september 18th.After 2 months the buyer complaint as the watch has not been delivered as well the DHL sent to the Japanese post a declaration of delivery on september 29th but not listed on the tracking page.
I dont know what to think is the DHL people did stolen my watch or the final receiver is accomplice with them.
Im very upset about it as the buyer opened a dispute through paypal and mabe after get his money back he will get the watch too.

How the world gone bad...I hope someone read this message and can do something in order to stop such awful actions.

F.Gala

My neighbour Mr. Franklin Bah, an employee of DHL Limbe, Cameroon admitted to poisoning my cat on the night of 08/11/09.
Three weeks ago I found my cat (Simba) barely alive with deep cuts all over its body. It turned out that Simba had been rescued by the night watchman out of a trap set for him by the afore mentioned neighbour.
I took Simba to the veterinary and behold, just as he recovered from his injuries I found Simba dead next to my shop on the morning of 09/11/2009. On 11/11/2009 my wife and I took turns to confront Mr Bah about the death of our cat and he stopped short of telling us why, but admitted that he killed Simba!
We have had Simba for a year and a half and he over time became a symbol for our cocktail bar, ARNE. Mr Bah was fully aware of how much my wife and I as well as our customers adored Simba. He passed by every single working day and watched keenly as we interacted with our cat.
Murdering Simba seemed nothing less than a premeditated and well planned act with very malicious intent carried out by Mr Bah. As it is often said, “you get a man through his pet.”
I at this stage fear for my safety and that of my family because I do not know what other evil Mr Bah has planned against us.
The case has been handed over the police.

Below is a photograph of the DHL office in Limbe, Cameroon. Not really representative of DHL international, nor do it's employees uphold the image of the company.

My parcel that was sent to me has not arrived? On the tracking it states driver input:
'No One To Receive Card Left 02/11/2009 12:03:01 ASHTON HOME DELIVERY'

I was in all morning sitting 4 feet away from my front door untill 1.40pm -and can prove this!
Please can you provide evidence that your driver actually arrived yesterday at 12:03pm.
Regards

Watch out for black driver with long braided hair by name of
M Witter, area west London.

he has a habit of knocking boxes about when he collects them.
He also switches the stickers if you have a delivery going to more than one address. The boxes end up in the wrong countries.
This has happened 3 times already.

e.g 2 boxes going to 2 different addresses and clearly marked addresses but if he switched the labels. the boxes end up in different countries.
then DHL will have to reship at their cost and they do.

I have complained to DHL but they keep the same driver.
Everyone should complain to DHL if this happens its not an accidental mistake.

Lazy delivery driver - I have waited in all day for a parcel, have called up when it wasnt here by 5pm to be told it would be here before 9pm. Then I check the tracking & see that one of the home delivery agents has LIED by saying they came to my property at 17:59 and nobody was home so they left a card. This is absolute lies, I have waited in all day. I am disgusted at their laziness & furthermore with their blatant lying. Where is my calling card If I was supposedly not home? I have waited in all day for this parcel, taken the day off work (lost money!) only to be told 'Oh no its with our home delivery agent it will be with you AFTER 5pm but before 9pm' and then the lazy person couldnt even be bothered to deliver it & has the audacity to lie & say I wasnt home. And now I have no card to even collect my parcel. I am absolutely disgusted with this service. What is the point of giving parcels to home delivery agents who are too lazy to attempt to delivery them? I have wasted a whole day waiting for someone who cant even be bothered to do their job properly. I have lost a days money, I have waited at home all day & into the evening - my whole day wasted, I have no parcel, & they are sneaking off home early without delivering my parcel & lying to cover the tracks of their own unprofessionalism.

We sent invitation and air ticket - (docs to apply to SA Embassy for visa) from Cape Town, South Africa to Saratov, Russia with DHL. They delived it to Tarawa, Kiribati, and it is already two weeks late, the air ticket is not valid for the Embassy already. They didn't care when we told them, they try to persuade us that Kiribati is in Russia!
I spent 50 USD on phone call from Saratov to Cape Town office, they didn't apologise and did nothing, it is still in Tarawa Kiribati, more than that, they asked me to call to Tarawa myself! (More expenses and more and more, I lost money on air ticket already)

The most bad thing about DHL is that they tell you "don't worry, it is under control of our tracking deparment" and you lose your time, because you think they are telling truth, but then in couple of weeks, no, THEY LIED!

Liers and arrogant stupid staff on the phone !

I wish I could look into the eyes of that person who makes such mistakes (or see whatever system make them) and what is an IQ of south africans in DHL office ? They claimed they really don't understand where The Russian Federation is.

YOu pay DHL twice more than any other courier service because you trust them, and do such TERRIBLE THINGS for you and talk rude to their customers, and their site doesn't register complaints !

You never know where is your stuff, they never know when it will be where you are .

I WANT FULL COMPENSATION FOR AIR TICKET, MY EXPENSES ON CALLING, SENDIGN SMSES, AND I GOT CERTIFICATE FROM A DOCTOR THAT I WASN'T FEELING WELL BECAUSE OF DHL.

Think very carefully do you want to have all those trouble or not, when you are going to send something important with DHL .

Svetlana Sapozhnikova, Nafieh A.

I live in a block of flats and for the last 9 months someone who works for DHL has moved in. Our carpark is perfect for 5 cars but this guy parks the DHL van in such a way that only 3 cars can park. Not only that but he parks on top of my car all the time and has caused no end of damage to my passenger door,
Despite photos and witness' DHL don't care and they will not look into this, nor pass me their insurance details and yet every week my car is getting in worse and worse condition and the guy is giving me more and more grief