DHL Express
reviews and complaints

DHL picked up a big box package from my house on 1/12/2021 at 1:42pm. I have a video to prove the pick up. DHL lost the package. They first claimed there was no such pick up. And then they said they did found a separate system to confirm the pick up. But they said there was no AWB scanned. So, the AWB # did not exist for DHL to trace and track.
They said I sent the package via an agent and therefore an "assignment of rights" is required. I sent it to them, they declined my claim because I am not the agent. The agent filed a claim and they also declined stating "DHL has no record of the... waybill in any DHL system".
I made the complaint all the way up to the DHL Office of the President, but was sent back to the claim department.
I made the complaint via BBB.org. Same person from DHL Office of the President finally replied stating that "our records show that shipment in question was picked up on Jan 21, 2021 as the customer stated but unfortunately there was a malfunction with the courier's scanner and visibility on the shipment was lost. The local DHL Management Team exhausted all means to locate the shipment and it was declared lost. The status of any claim filed by the shipping service with DHL is a separate matter unrelated to the transaction between the shipping service and the customer".  END OF STORY.DHL claim department will not reopen the case. DHL Office of the President ignored my request to reopen the claim.
So, there is no responsibility whatsoever. Why am I suffering when DHL scanner malfunctions?  Isn't it easy for any DHL couriers/workers/warehouse personnel to steal packages without any consequences?

I live in an apartment complex. I am sure the drivers deal with gated communities all the time. I went online and provided instructions to be let through the gate and into the building. The driver did not follow the instructions and just called once. Instead of following the provided directions or trying again it was listed as no one home when someone was home. The driver did not leave a message or pick up the phone or answer a text. Other delivery companies make it inside the complex and the buildings with no problem. This is their job that they do everyday. Local drivers should know their places of delivery and fill ins should know how to handle obstacles or at a minimum check the delivery instructions. Very disappointed in DHL but not surprised as this has happened many times over the years. I did not have a choice when I made my purchase.

Your Driver rang the doorbell waited 1 minute and drove away. I have a severely injured back and I'm unable to jump up and run to the door. It took me 2 minutes to get to the door but he was already driving away and now I'm expected to pick it up tomorrow, shocking service I'm disgusted.

Also trying to complain is an absolute farce, what is the point of filling in my address on the complaint form if you cant even use it to verify a customer delivery, I apparently keep entering my tracking number wrong, but im dissappointed that like I say your company cant use the other details I provide like most companies do, im so furious about this driver that I will just keep complaining until I get satisfaction, however the tracking number is :- [protected].
I have had 2 emails now telling me that the number is incorrect from Thomas Schmitz - clearly he cant be bothered to look into my complaint, my number can be clearly seen on the ticket that I have attached and have already attached to an earlier complaint - is it too much to ask that your operator would look at that instead of just sending out an email saying he cant do anything?

im only after an apology and an explanation of what should have happened and what will happen in future!

Next time I put the complaint in the public domain!

[censored] off scammers I paid more for a [censored]ing magazine order shipping fee not 500km away from me on the international website, I'm not gonna pay import tax. I was never aware it would even be a thing when i ordered from the international shop. You paid for me and now you want me to pay you to get my package? Ill sue you for holding it against my will before I pay you. Lose my business and return it. I'll let you guess which order it is since you dont give me the option to do anything else than pay either. road blocks on both sides if youre gonna be like that
I didnt give you consent to accept tax fees on my behavior you have no right to claim it from me with no other option I don't give a flying [censored] that you got a deal with customs or the store it's not my deal. I didnt even know it would be this tedious for a [censored]ing magazine, I thought overpaying about 5 times the actual worth of the piece of paper was already too much. It ends here. And I will not refund you the cost for returning the order either [censored] off once again. I didnt sign a contract with you, and I paid for international shipping.

I posted a package via DHL on 10/09/2021 from London to Nigeria (ref: [protected]). This package contained a top, trousers, and jewelries (concealed within the trousers). I did not declare the jewelries at the time of postage, in order not to attract any attention to it. I was told not to seal the box containing these items, as it will still be checked by DHL at the sorting center.

Upon delivery, the jewelleries were missing, I contacted DHL to raise my displeasure and they agreed to start an investigation. They got back to me and said they have no evidence that I had any jewelleries in the package and as such, they could not help me further and will be closing the case.

I disagreed with this decision, and requested CCTV images to confirm their judgement. After being passed from one person to another, without a proper handover, I was told that they will not be able to release the images, however they are able to view them and let me know the contents.

Upon completion, they said from the images, they can confirm that the jewelries were infact in the package. They also confirmed to me that the ideal process from DHL should have been to not send the package, and ask me to come collect it back without sending it. This however, according to them was sent, resulting in it being missing.

I was told they will investigate what happened in Nigeria and let me know what happened, however no one told me the outcome of such investigation. DHL Nigeria called the receiver to confirm if she received any delivery from DHL recently, which was weird as they reported in their system that the receiver received the package, so its fine. The receiver called to let them know that wasn't the case and asked them to update their system. It was disappointing to know that DHL UK and DHL Nigeria couldn't even communicate with each other, resulting in the receiver having to send an email to DHL UK to confirm my complaint.

In the end, I was told that the case has been passed to the claims department. I was contacted on the phone by someone and asked about my experience. I raised my displeasure over the non-professionalism ( being passed around without a proper handover, being told someone will call and not receiving a call). He promised that someone else will call me, but it never happened.

What i later received, was an email from someone called Robert, saying that the case will be closed as there is no evidence that I had any jewelries in the package. After several failed attempts to get through to him, I told him that DHL has already confirmed to me that they saw the jewelries in the CCTV footage. He apologised for not doing a proper investigation before sending the email to me, and promised to do a proper investigation. This was very disappointing as I would have expected that all information would have been assessed before drawing conclusion, unless the conclusion was already pre-determined.

After this, I got a call, asking me to send the value of the missing contents. I provided these information, only for me to get another email from Robert (same as the previous one, just with a different date), saying again, that there is no evidence that I had the items in the package. I called the next morning and asked to speak to Robert again, and was told he wasn't on seat, but will call me back. I waited till afternoon and then asked to speak to someone more senior.

He spoke to me, and offered to give me £34.05 as a final settlement. The values I provided are below;
wedding band(white gold) - £2, 499
Gold rosary chain - 3200 dirhams
Jewellery set - 2980 dirhams

Colis Amazon no [protected]

Madame, Monsieur,

J'ai commandé deux fois de suite un aquarium chez Amazon France et le transport était assuré par DHL à mon adresse en Suisse. Hélas, le premier colis est arrivé complètement brisé et le chauffeur de DHL l'a repris directement dans son camion : j'attends encore à ce jour la confirmation de remboursement de ce premier colis par Amazon. Je ne sais pas encore si le chauffeur a remis ce colis au bon endroit chez Amazon?

Puis j'ai recommandé le même article chez Amazon en précisant qu'il fallait prendre des précautions pour le transport de cet aquarium. J'ai reçu le 2ème colis hier matin, mais comme je n'étais pas à la maison, le chauffeur de DHL l'a laissé derrière la porte d'entrée, selon mes instructions. Mais j'ai découvert hier soir l'aquarium encore une fois cassé (sur le fond cette fois ci).

Mais pourquoi DHL ne prend-il pas le transport d'articles aussi fragiles avec plus de précautions? Par exemple, l'emballage de l'aquarium se résume à un simple carton d'emballage ; c'est totalement insuffisant. Il faudrait l'emballer avec beaucoup plus de protection. Et puis il faudrait mentionner sur le carton « fragile » de manière à ce que DHL prenne toute les mesures nécessaires à transporter ce genre d'articles en toute sécurité.

Amazon me demande maintenant de retourner ce deuxième colis par mes propres moyens, à mes frais. Puis-je vous demander d'organiser ce retour chez Amazon? Je paierai le transport et joindrai la facture dans le carton et Amazon devrait me rembourser prochainement.

Meilleures salutations..

Olivier Pittet

I sent a shipment which is gifts for my partner from UK to Nigeria.
I tracked the shipment all the way and it got to Nigeria the following day.

It's been stuck at Custom clearance

My partner was contacted to pay a custom fee of 60 thousand naira which is more £100.
The value of the product sent is £550.

This is outrageous and disheartening.
I want this to the reviewed as I sense some kind of scheme between DHL and Nigerian Custom officials here.

The gifts are not even brand new. It's a phone and a laptop. Both used.

Olaide

On the 19th I contacted by mail DHL office for the possibility to ship to Nigeria from South Africa parcel package 150x105x10cm weight of 0.5kg.
DHL person asked for the parcel details which I have forwarded to her.
I tried many phone calls to follow up but there is no answer till now neither by phone call nor by email.
the parts are needed for safety matters on a construction site related to the tower crane operation.

I ordered a package Oct 11 It was scheduled to arrive in three to five business days. For five days my package was delayed without any communication or warning. DHL told me I would be receiving my package today Oct 23th but never delivered it. Now I am being told it can not be delivered because no one was home to sign, but I was not told that was required. They also did not leave a note saying they tried to delivered my package. There is also no instruction on what I should do when this happens.

I followed up my parcel for 5times to the customers service because i was supposed to recieved my parcel today oct 15, 2021. Its in customs inspection for a times already and still not process to deliver my parcel. The tracking moves aftr 12hours im waiting for it and checked and monitored the tracking all the time. The customers service says it will take 7 DAYS? in the customs for inspection? For what? Thats just a piece of the doll and nothing valuable inside of the parcel what a corrupt and incompetent courier will NEVER EVER CHOOSE THIS DHL again this was the first and last. It says in the website it took 2-3 business days when you recieved the parcel from hongkong to philippines ! Its not even far and it took DAYS? to the customs office?

Placed on 15 Sep a request for international pick up of homeopathic/over the counter medecine from Kenya.
By the 21 only and after my following up multiple times, I am told a prescription was needed for shipment. Please note that package was picked up despite that requirement. I asked for the package to be returned and 3 days later, still not done and nobody has the decency to tell me why.
The incompetence of DHL philippines in liaising with their counterparts in Kenya, was mind boggling. I was actually told to do it my self (I am also based out of Manila!).
This is not the quality of service expected from a logistic company which likes to tell itself its number one! You are NOT

Another package they sent to the wrong state. What is going on Dhl your site says you are logistics... how does it take 10 days to send a magazine from IN to FL? Why send it to Ohio instead of right to FL?

You should change your info from "experts in logistics" to unreliable sail mail. You guys are giving logistics a bad name and making your partner companies look bad.

[protected]

On August 3rd A Shipment from Chennai (India) was sent to us in Phoenix We received an initial update that the package reached LA, USA on August 6th 2021. After the Aug 6th we didn't see any update on the DHL tracking system. Since then my family in India as well as in the US have been repeatedly following up with the DHL US and India team to track the shipment. It is highly disappointing to say that DHL hasn't given back an ETA yet on when the package can be delivered. Personally and emotionally my family has been through a lot of stress in the last few weeks due to this delay and the lack of clarity on what exactly happened to the package on DHL side. The package was extremely important to my family with time sensitive medicines included in the package. I hope this note finds the right point of contact in DHL customer service leadership who can take this forward and bring us a positive solution.
Besides in every phone call we had with their customer services department, we have receiving irresponsible standard responses as to the status of the parcel's investigation and some were rude too. They have after several days of time now reported it as lost asking us to file a claim for a priceless parcel. Choosing this platform as a last resort.

Delivery not received to date after paying customs charges and taxes almost 2 weeks ago. Courier attempted delivery on 17 Aug 21, a day before scheduled date - 18 Aug 21. We were home, he comfirmed calling out and calling my phone number which I missed but called back as soon as I noticed missed call. We agreed delivery for following day - the scheduled date, but no delivery was made. On 19 Aug I used DHL app to reschedule delivery for 20 Aug. Confirmation SMS received but no delivery. Contacted DHL Express local office Friday evening to be informed my address and contact are shown on system as 'bad' to which I challenged, as the courier had been to my address and spoke to me. Eventually after speaking to several advisors, was advised earliest available delivery date would be 24 Aug. On 24 Aug at 2.18pm received call from courier querying my address which I confirmed and he said he would call back. The courier did not call back so I called his number several times which rang out to voicemail. At 4pm I tracked the parcel online and - status shown as 'delivered at 14.22'. Immediately I called DHL Express local office to be informed that the package was signed for by a M Ramcharan in Arima. In explaining to the customer advisor that was not me or my address I was advised despatched would be instructed to recover the package and delivered to me today. It is much regret that after several calls and reassurances that my package would be delivered today, at 4.55pm it still has not arrived. This is unacceptable and to compound the matter, there has been no follow up or courtesy calls whatsoever from DHL Express to update me. I am utterly disappointed in the poor service, incompetence, lack of customer service and regard having spent 4 days waiting for delivery and taking the time and costs to make numerous calls for a week now.

On the 17th of August 2021, a package with tracking ID [protected] to Esther Miller containing clothes, shoes, and accessories arrived in Nigeria through DHL Express service from Istanbul, Turkey. As was explained, the package was held for 2-3 days by the Nigerian Customs for the duty evaluation to be done. The value of the package was duly noted on the pro forma invoice provided by the DHL agent in Turkey which is attached to this message, yet the duty charge came back at 285,000 nairas (approx $700), a ridiculous amount by all standards, considering the invoice states the value of the package at €150, an invoice provided by DHL Istanbul.

Subsequently, we tried following up with DHL in Nigeria to advise the customs to reassess the duty charged, all to no avail, as the customer service reps kept saying the situation was out of their hands and completely up to the Nigerian Customs, which implied she MUST pay the amount to receive her package. After 2 days of calling and bickering with DHL, the receiver (Esther) went to the customs office at Murtala Muhammed International Airport for advice on what to do to get a reassessment of the duty charged. A Mr Ali (who Esther was smart enough to take a picture with and said picture can be provided when necessary) offered assistance and gave Esther a bill of 140k naira, which she paid the following day in cash to the Customs officer attached to the DHL office in MMIA, through Mr Ali.

As I send this message, 3 pm on the 25th of August 2021, DHL has not provided any solution to the duty charge or having the package delivered and in one of the calls made today about the issue, we were told DHL will not be able to return the package back to the sender, conveniently putting all the blame on the Nigerian Customs, when the situation would have been averted several days ago, if DHL had made a reassessment effort for the package on the spot instead of putting the receiver in the difficult situation, making her vulnerable to corruption and being duped.

I would like a return of my package, and a refund of my shipping fee, and also a refund of the 140, 000 (approx $290) paid by Esther.

DHL has the worst service ever. There are not enough words to describe how the delivery people are running from work while the delivery of an item. While delivery a person can not be found is the only reason given, while you have a name and everything on the door. So why can the pizza guy find my house and DHL can not. What kind of this stupidity is.
I understand maybe there is more work and all so the delivery can miss something but this has happened more than twice. But still each package should be delivered with care. WORST SERVICE EVER BY DHL.

On August 16, I waited for a delivery of a large parcel all day and it never arrived (tracking number [protected]). The process of trying to get this parcel to my home has been an ordeal of the highest order, and I wish sellers would just stop using DHL altogether because I'm the one who has to deal with all the terrible service.

I'm moving to another province for work and needed roof rack bars to hold a roof rack basket for taking all my belongings with me. I needed to be out of my apartment my August 15. I ordered a roof rack off Amazon and paid extra for shipping that promised delivery by August 12. When I saw that the seller was going to use DHL, I groaned at the inevitable extra service fees I knew to expect (another whole problem entirely), and was even more upset to see that the expected delivery date would be Aug 16. But I really needed this item and naively hoped I'd have a good experience this time - NOPE. Paying the fees was a hassle, and seeing my order languish in a warehouse for three days because I wasn't allowed to go pick it up even though it was only a half hour away was irritating, but the nail in the coffin was the so-called "attempted delivery". I called after 6pm to confirm the package was still out for delivery and was assured it would be delivered by 8pm. I made sure my phone volume was turned up and continued to wait, but no one buzzed my apartment, called, or left a delivery slip. All I get is a DHL text message at 7:40pm saying that delivery was attempted, but no one was home. I call bull on this - I was definitely home and definitely waiting, and could not afford to miss this delivery.

In short, no one ever came and now I am severely inconvenienced. I may get in trouble with the building landlord and will miss meetings I'm supposed to attend in preparation for the job I'm moving for. DHL is a nightmare and I wish I never had to put up with sellers' decisions to use this service.

Package arrived in Richmond BC August 30-2021. I can't retrieve an update when this package will be delivered. The internet site is of no use, and you cannot speak to any agents as the facility. The shipping distance to my address is 30 miles! The only update from the shipping information site is that the package is on hold. I want to know what the delay is.

Last month, I located a motorcycle part in germany on ebay. It is the only one in the world available - dhl tracking #ce623224731de. It does appear that dhl, has made it unavailable, and has no idea where it is. I have called 5 different departments based on what the dhl agents told me to call, and have been on the phone for over 1 1/2 hours.. Not once have I been connected to any department that didn't tell me that their department doesn't do this.

This package was scanned twice in germany, and then never again. Dhl promises tracking. Nice job falling down on the job. That was 19 days ago. It looks like dhl can't track, and dhl can't deliver.

Could I do a better job? You bet your backside I could. I outperformed everyone in north texas in service at ups, and buried everyone in the company rps, which is now fedex ground

If performance and customer service is drastically improved, it will then suck!