DHL Express
reviews and complaints

Part of our business requires us to import merchandise from China. Our merchandise that was valued at around $5, 000 wholesale was delivered by DHL and placed outside of a gated 4 foot cyclone fence with a separate service gate several feet down. The driver claims he left the packages out of view. However, if he did indeed place the packages outside of the gate, they would have been in view since the area he spoke of is no more than 12 feet from the road. We live across the street from 2 motels and have other motels around the corner. Although we are in a safe area, there are many transients that come and go down our road.
We have a signature on file so they could leave the packages on our front porch when we are away. Apparently, it was too difficult to drive down another 20 feet to the service gate and walk. Of course, DHL claims no responsibility for the stolen packages and says we should contact the original shipper in China to get them to file a claim. Unfortunately, we believe the original shipper only insured the packages for only 1/5 of their value just to be able to pass through customs.

DHL Parket in Germany failed to send my international packet to me, because their postman thought "the receipt is unknown". When I found the "unsuccessful delivery" tracing record in its website, I immediately called its service call center and asked for the failure reason. After gave me some excuses, the final reason the operator told me was, "the receipt name was three CROSSES."

I told them, the failure reason was impossible, because I have one copy of post sheet in my hands; my name is exactly and clearly wrote there!

Anyway, because my packet is still in Frankfurt Germany, so I asked for re-delivery to Berlin; HOWEVER, they insisted on shipping my packet back to original sending country! Even I said that I could pay the extra charge for the re-delivery from Frankfurt to Berlin, though they made mistake at the first time delivery!

BUT, their service call center staffs' attitude are very rude and arrogant! They told me that rather than re-sending to Berlin, 5 hours by train from Frankfurt, they would ship it back to sending country; especially my packet is in Frankfurt now!

Although I sent many emails to different DHL email addresses and called them quite a few times in past half of month, no any person in DHL showed the willingness to help and treated me as a CUSTOMER! Except receiving many automated standard reply templates, as well, got two totally opposite answers from service call center that one promised to re-send my packet to Berlin, the other said no way could stop shipping back; all other answer I have heard in past 15 days were, "No, No Way, Cannot!"

Meanwhile, they have just kept my packet in Frankfurt for more than 15 days; how come they have held my stuff for such many days, but could not resend to me?

I never expect that an international company working in service industry completely does NOT work on service, does NOT identify its company's value, in terms of customers' perspective!

Furthermore, there is seems no way to send information to DHL's senior management; so how could their senior managers know what exactly happen in their service?

Does DHL really take care of customers?!

HI,
I was working under the main contractor for DHL WSC. I was assaulted by my supervisor and made a police report. The matter was even investigated by MOM whose findings proved my supervisor was at fault. However, DHL Singapore WSC lifted the banned on the supervisor and he was allowed to work there under a different contractor. I am a Malay and the supervisor is a chinese. As the management at WSC is made up of Chinese, I suspected there is an element of racial bias and mismanagement at DHL WSC. I came on 2 occasions to seek an explaination from the management but was ignored after awaiting for almost 3 hours on one of the occasions. My question is, is this the standard practice to practice racial bias or a mismanagement for DHL?
Attached below is the finding from Ministry of Manpower and i intend to pursue the matter further if my concern is not addressed to my satisfaction. Documents of my police and medical reports has been submitted to MOM for their investigations. All I expect is fairness as Singapore is built on the foundation of justice, equality and fairness irregard of race and religion. My earlier email to the Managing Director office sounded like a dismissal in their reply as no action is taken to address the matter. I am really disappointed by their lack of empathy for all the contributions i made to DHL.

Sent this complaint to the head of DHL customer service and BBB:

Good morning,

I sent my first package through DHL this week. I will not be a repeat customer. My experience was nothing short of disastrous.

I sent a shipment of gifts to a friend in Vietnam, parcel ID . I purchased the service through a third-party reseller, who provided the shipping label and what I thought was a customs form. I entered into the form the contents of the package at a value of USD 43.00. I noticed the form was titled "Commercial Invoice, " so when the DHL driver picked up the parcel, I expressed my concern and specified that the package contained only gifts and not a commercial shipment. He assured me that everything would be fine.

When the package arrived in Vietnam, an exception was generated. I sent an email asking the status of the package and received a return call from a courteous English-speaking representative in Ho Chi Minh. She indicated that she needed contact information for the recipient; I gave her the recipient's e-mail address. I indicated that the recipient was not perfectly fluent in Vietnamese and asked if she could communicate with the office in English. The representative assured me that an English speaker would be available.

The recipient forwarded me a copy of the email she had received, which asked her for details regarding the shipment which a gift recipient should not normally be expected to have access to. Still, I assisted her in filling out the form and she replied in English. We specified again that the shipment contained only gifts.

A DHL representative next came to the recipient's address and gave her a copy of the "commercial invoice" which I had provided to DHL. The representative stated that the recipient would need to pay the USD 43.00, the value of the items listed, to obtain the package. It should be noted that $43 is a significant hardship for the recipient due to the exchange rate. I messaged the DHL Vietnam website in English stating that the list was not meant to be an invoice, that the contents were gifts and not a commercial shipment, and that the recipient should not be invoiced.

A family member of the recipient called the Ho Chi Minh office and was told that they has not received her email. It was sent again without reply, another call was made, and the representative indicated that the office could not read the English email. The recipient had her email translated into Vietnamese and resent it in both languages. Finally the Vietnam office confirmed receipt and advised the recipient that the package would take approximately two days to clear.

Seeing that DHL had a policy of charging for packages taking over three days to clear, I contacted the U.S. office. I received a voicemail message back stating that the package had been cleared after all and would probably be sent when it was morning in Vietnam. The driver did deliver, charging the recipient's family the $43 which we had explained repeatedly should never have been invoiced. All told, the package spent twice as long in the Vietnam office as it did in transit, and the entire transaction was plagued with errors, poor communication, and a wrongful charge which represents a needless hardship to the receiver.

I would like the full $43 refunded directly to the recipient as soon as possible. Thank you for your time.

I GOT RECEIVE MAIL IN 4/4/2013 FROM VICTORIA COKE OUAGADOUGOU BURKINA FASO AFRICA
EMAIL - [protected]@yahoo.fr
YOUR FUND $800000.00 USD CHEQUE OUT FROM BANK OF AFRICA TO DELIVER YOUR HOME ADDRESS SO YOU CONTACT DR PETER MOSE, MANAGEMEN DIRECTOR OF DHL INTERNATION WORLD WIDE SEVICE OR DHL INTERNATIONAL COURIER COMPANY OUAGADOUGOU BURKINA FASO PINCODE - 00226 TELEPHONE - [protected]
BATCH NO - 61781
SENDER NAME - FGTE OUAGADOUGOU BF
SENDER REFERENCE - CSBF/TSL100149
AUTHORISED - DR AKUNA KUNA
TELEPHONE - +[protected]
SO YOU SEND YOUR COMPLETE INFORMATION WITH YOUR IDENTIFICATION PROOF DHL WORLD WIDE SERVICE BURKINA FASO S
EMAIL - [protected]@superposta.com
SO I SEND MY COMPLETE INFORMATION WITH MY IENTIFICATION PROOF
1); FULL NAME - BHAGWAT SINGH LODHI S/O JAMANA PRASAD LODHI
2); DELIVERY ADDRESS - VIL/POST - KEERATPUR TEH - SILWANI DISTT - RAISEN MP INDIA PINCODE - 464886
3); MOBILE NO - [protected]
4); AGE - 30 YEARS
5); SEX - MALE
6); OCCUPATION - GUEST TEACHER
7); NATIONALITY - INDIAN
8); COUNTRT - INDIA
9); NEAREST AIRPORT - BAIRAGAD BHOPAL MP
10); IDENTIFICATION PROOF - MY VOTER ID
THIS IS INFORMATION I SENDED ON DHL EMAIL ADDRESS
AFTER 3 DAY RECEIVE MAIL FROM DHL INTERNATIONAL WORLD WIDE SERVICE BURKINA FASO YOUR $800000.00 CHEQUE CONSIGNMENT READY TO DELIVER YOUR HOME ADDRESS BY OUR DIPLOMAT MR CARL WOOL SO YOU PAY $1680 USD FOR DELIVERY CHARGE OF OUR DIPLOMAT MR CARL WOOL ON YOUR HOME ADDRESS I SAID BY PHONE AND EMAIL I AM READY TO PAY YOUR DELIVERY CHARGE $ 1680 USD ON MY HOME AFTER 2 DAYS RECEIVE COLL MR CARL WOOL MOBILE NO - +[protected] MR BHAGWAT SINGH LODHI I AM COMMING TO YOUR HOME ADDRESS TO DELIVER YOUR CONSIGNMENT BOX I SAID OK SIR
BUT DIPLOMAT MR CARL WOOL NOT ARRIVE ON MY HOME ADDRESS O AND NOT DELIVER MY CONSIGNMENT BOX ON MY HOME ADDRESS
SO I REQUEST FOR DR PETR MOSE, MANAGEMENT DIRECTOR OF DHL INTERNATIONAL WORLD WIDE SERVICE AND DR AKUNA KUNA AUTHURISED AND DIPLOMAT MR CARL WOOL AND BURKINA FASO GOVERMENT AND BURKINA FASO PUBLICATION PLEASE MY $800000.00 USD CONSINMENT BOX DELIVER ON KY HOME ADDRESS, , , , , , , , , PLEASE HELP ME
THANK
YOURS FAITHFULLY
BHAGWAT SINGH LODHI
MOBILE NO - [protected]
EMAIL - [protected]@gmail.com

I bought an item though an independent company who used DHL as the means of delivery. Having input my address correctly though the company with whom I made my purchase, I was then contacted to be told my parcel had been shipped and would be with me 'tomorrow'. Two days later and with no sign of the parcel, I contacted the company who then tracked my order and said DHL needed more information from me, and linked me to the tracking page for my parcel. The tracking page was useless, it simply said my parcel was on hold with no reason or way of finding further information so I could solve the issue myself. I found the number for the Leeds centre where my parcel was being held and spoke to a woman who told me my address was 'bad'. Funny that, seeing as when she read out my address it was correct, correct post code etc, nothing wrong with it. Seems to me, they tried to deliver it and for whatever reason didn't, but didn't bother to contact myself or the company to inform us my address was 'bad'. After speaking to this woman on the phone (who essentially couldn't be bothered to help and might as well have told me my address wasn't real), I feel annoyed that they made no effort to help me and resolve an issue which was entirely their fault, even saying that I may not get my order until next week. When I tried to change the address to my work address she said that I would have to FAX (?) a different address over and that they wouldn't be able to deliver until next week. So, fingers crossed my Mum is in tomorrow because if not it looks like I may be without my parcel again. Ridiculous, rubbish service. As someone who works in retail, I thought the customer was always right, but apparently now the customer doesn't even know their own address.

i sent a item it was 134 usd online when when to ship for a item that cost 150 usd the shippine was 152 usd he customs was 70 usd totally unbelievable but had a gun to my head and cold not do a thing i needed the item then the item was not delivered on time as held for confirmation as i had rang 3 times i expected it yesterday totally not good enough

I bought a number of items from Amazon and shipped it to Borderlinx for onward shipping to Singapore. DHL delivered the items. There ware a total of 7 packages which left Borderlinx but only 6 arrived. DHL's own records show that only partial delivery was made, with 6 out of 7 packages delivered. The last item cost USD59.60. After more than a month of "investigation", Borderlinx (which handled my claim) informed me that DHL has offered compensation of USD13.24. In other words, even though DHL clearly lost my package, it only offered to refund back less than a quarter of the value of the item lost. Unfortunately, I have no choice not to use DHL because Borderlinx chooses them. I am now looking for alternative shipment options, rather than using Borderlinx.

Sent a pack to
Below Address from Hong Kong, when receiver got parcel already opened and mobile phone somebody took out .clearance completed UK customs .contacted DHL costumer service two times but no solution or valuable answer .

Description:
Apple iPhone 4 32GB Black
Amazon Order No: [protected]
Shipping Address
tatum blaze
8 tor view
valley truckle
camelford
cornwall
PL329QD
United Kingdom
Thank you
Girly

DHL New York. During the snow storm a day ago, I waited in front of our building lobby from 5pm to 630pm to ensure that when DHL comes I will be able to receive my shipment.
Around 606pm the same night, while I was waiting, I received a failed delivery notice (Note that the failed delivery message was through email notification) stating that "Delivery attempted; recipient not home." I immediately called DHL customer support about the matter since I was literally standing in front of the lobby. The size of the lobby was not that big (as in 3 meters x 5 meters and the entrance door leading to the door bell was no wider than 3 meters x 2 meters approx.)
The DHL supervisor called me the following day stating that he believes what his driver told him that there was an attempted delivery made and that a notice was even posted where the door bell was.
A simple apology from DHL due to the undelivered shipment due to the snow storm should have been sufficient and no other excuses.
The building super intendent was also plowing the snow in front of the building the entire time and no DHL ever approached him as well.

I had to rent a car to get my shipment from DHL facility in Woodside NY due to lost of confidence and trust with DHL.
Note: A simple apology …is that too hard to make?

I had a package sent to me from Hamburg to Munich. It arrived in Munich in 2 days, and since then it has been "on the truck for delivery." It has had the same status for 7 days. This package is obviously lost, but no one at DHL is of any help. First, trying to complain to DHL germany is a nightmare on its own right, and they charge you 14 cents per minute for that call. Second there is no customer service email contact. Absurd. I can't get any response on this. DHL is the worst delivery service I have ever encountered. Terrible customer service and terrible delivery service.

My parcels were arrived in Taiwan on Saturday, but I didn't have any notice till Tuesday night from DHL Taiwan.
When I contacted the DHL Taiwan service center on Tuesday night, DHL representative told me that there is a custom issue for medicine and someone will contact me next day morning.

On Wednesday noontime, DHL Taiwan emailed me the partial abandonment application documents for custom issue and asked me return back to them by email. And told me that they are waiting for the decision (whether it should be determined as medicine or not) of custom. On the same day, Wednesday night, I emailed the abandonment documents to DHL Taiwan.

But next day morning, on Thursday, DHL told me they need the original document and picked up the documents at noontime from me.

And next day morning, on Friday, DHL Taiwan called me and said, they were planning to pick up my documents in the morning but it should be postponed to afternoon. And I told her one of you guys picked it up yesterday already. And then DHL emailed me they confirmed the documents were picked up on Thursday.

So far, again, I do not have had any update. When I complained by email on Friday night, DHL Taiwan representative answered me they will update on next Monday.
On Saturday morning, I answered why you guys are not cooperating each other and there is no update for 48 hours.
A DHL Taiwan lady called me around noontime, but she didn't know my document was picked up on Thursday already, she thought the problem was DHL didn't pick up the document yet.

Techdhl.com is another scam site. This company like many others is very friendly and nice until they get access to your money. Since that moment they either ignore you or threaten. I think police must make investigation and put them all behind bars.

I am a Malaysia who is working in Thailand. Recently ( 20/7/12 ) I sent some documents to Malaysia using a courier service, specifically DHL. But until 27th of August, the documents haven't reached destination ( specifically to Subang Jaya ). When I checked at Thailand side, they confirmed the documents been sent to Malaysia. And when I checked at Malaysia side, they told me that the documents were still floating due to unknown address and I passed them the mobile phone no. of the person who supposed to receive those documents.

So I rushed back to Malaysia to have a personal check and below are the outcome of my conversation with the DHL (Malaysia ) representative.

3/9/12 - the DHL representative confirmed that the documents been received and still hanging at one of their office and they will look into this matter
4/9/12 - same as above but still they can't confirm the root course
5/9/12 - DHL confirmed they contacted the recipient and will send the documents by noon. And they confirmed DHL will ONLY dispose anything if floating more than 90 days.
6/9/12 - DHL representative confirmed they disposed those documents because it has been floating more that 30 days which is their new procedure.

Because of this unexpected problem,
1. I lost my new job back in Malaysia
2. I lost EPF ( Employees Provident Fund ) nomination form belongs to one of my family member
3. Some other documents which I can't publicize here

As for my doubt, I am just wondering why the document were not return to sender as my company address. Beside losing all above, I also spent quite an amount for the flight tickets and other things.

Can someone advise me what should I do or what is my right on this matter?
Kindly advise me. You can reach me on [protected]@hiraiseimitsu-th.com

regards.

I have had it with DHL. I wonder why this company hasn't been shutdown yet as they are provide the ### services ever. There business i built upon fraud and misleading the customers. I work from home and hardly leave my apartment building especially when i am expecting packages to be delivered. Today they claimed they had made 2 attempts to deliver my package but no one was home. what a load of BS (no door hanger to be found anywhere)...i have been home all day everyday this week...this is just despicable that they have such lousy service. I will NEVER EVER use DHL again!

I got the DHL delivery slip in my postbox saying that the package(tracking number : [protected] ) will be in the poststation at Amalienstrasse, 2A, 69126, Heidelberg, Germany. So I went there the very next day and gave them the slip. But they said the packet has not been delivered yet. I followed up for the rest of the days but had no luck. For me it looked like the delivery person put the slip in my postbox and he didnt drop the package in the pst station at Amalienstrasse. Did he steal it? I called up the DHL customer care, They transferred me to different persons about 10 times in 2 calls. Some said they dont speak english and the others said my package is in the post station. I had to repeat the same story to every operator and no one could help. They didnt even take any complaint. I mailed them using the complaint form but no reply. This is the worst service and customer care i have ever experienced. Can somebody help me?

Hi 2 weeks ago i received a parcel from my mother in the UK, it contained 9 packets of Bisto gravy powder. Now 2 weeks later DHL have sent me a bill for $47.30 for Quarantine processing fee for a package with a value of less than $20.They tell me that i have to pay this i myself have had no dealings with DHL before receiving this bill so how can i be liable to pay ? do i really have to pay this.

Delivery went to the wrong address i tried to call them back many many times yet thay kept giving me promises that it will be sorted on the day but it did not of course and they dont even bother calling you back to let you know what is happening with your parcel.

I called them whenever i saw the dhl van pass through my house and yet they said the driver knows the area very well so i shoukd not get worried. These all things happen on 7 june until today 8 june still not sorted.

Honestley its a very untrustworthy company. If they cant be trusted with this small delivery what about our bigger value delivery ?