DHL Express
reviews and complaints

DHL IS THEFT! I shipped my Gibson Guitar via DHL on 12-04-2007. Their driver came to pick it up but the weird thing was he took my guitar and left nothing for me to track and left. I called their costumer service to find out where is the guitar. GUESS WHAT, THE DRIVER REPORTED that he DID NOT PICK UP ANYTHING! could you believe that!?

Then I called everyday to their CS service, and their representative always says: Oh, there will be somebody call you back in an hour..." BUT NO ONE REALLY CALLED ME BACK!

The most ridiculous part is everytime they would tell me without the "TRACKING NUMBER", they could not do anything about it. WTF, the driver just did NOT give me one!

IS not it a simple logic problem?

Ok, then i still keep calling and emailing them. Someday, a guy named KEITH replied:

2007/12/18, DHL Customer Service :

Dear Yu-jing Wang,

Thank you for contacting DHL.

We sincerely apologize for the inconvenience caused. Our records indicate that the shipment was lost in transit due to DHL handling errors. However, I request you to contact the shipper who is the authorized person to file a loss claim.

If I can be of further assistance, please advise.

Thank you for using DHL.

Keith

DHL Express

Customer Service

OK. good news isn't it?

THen i faxed my claim form to their claim department. No response AT ALL.

SO I call the claim department. Very funny,

they told me without the TRACKING NUMBER, they will just throw away my claim form.

WTF, then I explain this whole thing again.

But the guy is like a machine and repeating:"i am sorry, without a waybill number, theres nothing i can do. Please contact our costumer service".

I was so upset and i emailed to the KEITH guy who sent the claim form for me. I asked him to help me explain this issue to their claim department. here is what he replied:

"

On Dec 29, 2007 11:56 AM, DHL Customer Service < CustomerService AT dhl.com> wrote:

Dear Yu-jing Wang,

Thank you for your reply.

We sincerely apologize for the inconvenience caused. Unfortunately, I am unable to pull up the information you have provided, please get back to us with a valid tracking number of your shipment so that I can assist you better in this regard.

If I can be of further assistance, please advise.

Thank you for using DHL.

Keih

DHL Express

Customer Service

WTF! is it some kind of a joke?

everything is just back to the BEGINNING.

GUess i will lost the 969 dollar GIBSON GUITAR forever!

On 07/21/2008 at 11:58 AM DHL came to my home to pick up a package. My father and I were in the garage working when they pulled down our driveway.I was watching the whole time and I saw them backing out of the driveway and hit the front end of my trans-am, my father heard this came to the door where I was and we both saw the driver drive away like nothing happened. We couldn't believe it. Anyway I ran up to the top of the driveway into the street yelling and waving my arms behind this van trying to stop them.

That didn't work so I ran to my truck in order to track this driver down. I looked everywhere but could not find them. I believe they knew they hit the car and hauled butt out of there. So I went home called DHL and they said they would call me back. I waited and waited for them to call back but they didn't. So I called them and they gave me the number of the supervisor Mr Antonio Altamirano Jr. I called him and he said send me pictures and details so i did. Then I called the sheriffs dept and they told me contact my insurance and DHL to solve the problem. I told them the guy hit and ran.They said he probably didn't know he did it and it happens all the time. This was also hard for me to believe.

My insurance told me to talk to DHL. A few days pass and I contact DHL because they never called me back. They give me their insurance company; Allied Ins Agent Hardeep Sangha # [protected] Claim # 84P51395. Meanwhile I get an estimate. $1909.00 WOW. The send a guy and he takes photo's and tells me there was no damage to the vans bumper. Of course not because he had a black steel bumper and I have a black rubber bumper on my 74 trans-am with fiberglass around the lights which got smashed.

I went down to the Highway patrol and did a counter report for a hit and run. They also told me theirs not much they can do.What the heck man. Anyway I called Allied Ins today and the lady said if the driver says he didn't do it then they will be on the drivers side because no damage to the vans bumper (proof) and to bad for me basically.

So now I'm stuck with a $1909.00 repair bill because some DHL driver got away with hitting my car.
The package that DHL picked up that day arrived at my customers home Smashed and damaged. Go Figure.

rip off company, no one should have to put up with the crap this company does to there employees, just use you then dump you, no vacation, no breaks, no lunch, , with there crazy cut backs in pay because they claim theres not enough freight coming in, but never look at the 3 over paid lazy ### that sit in the office playing video games and watching tv and eating snacks and pizza all day, poorly groomed and very unprofessional in every way.. no matter what happens its always the drivers fault, not the fault of the company, , oh the clowns in the office, hope no one has to work for a bunch of cork heads that manage DHL (Duluth Mn. )

I was expecting a missing SIM card from my cell phone company. After not receiving it for more than a week on July 10 I called the cell phone company and they provided me with a tracking number and said that DHL delivered it on July 7th. I contacted DHL and they said they would have someone come out that day and confirm "where they had left the package". No one showed up so I called the next day, they said their driver was in Cape Coral and it was too far for her to travel to my house. (Does DHL only have one person working there?) They assured me that someone would be out here the next day. Again, no one showed up... now it is the weekend so when I called they assured me once again that someone would be out on first thing on Monday... and again... no one came. I called them again and the said the driver stated that the package was left at a white house (funny how her memory returned) I then assured THEM that my house was no where near white, so now they can go canvas the neighborhood and see where they left the package. I told them I assumed it was my neighbor's white house, but he is a registered sex offender and I AM NOT GOING OVER THERE TO RETRIEVE IT! They again assured me that they would send someone out... and surprisingly they did not. I finally contacted my cell phone company again and explained to them what happened. They were kind enough to send me a second replacement SIM via overnight DHL and told me that I would have it by noon the next day... and yet in another surprising twist noon came and went and it hadn't arrived. I called DHL and was told it was on the truck and scheduled for delivery that day. I had to go out and was told that I would get a confirmation phone call when it was delivered. I never received that call. At 5 o'clock it still hadn't come and my husband went out when I came home at 7 it was on my front door step... good thing it wasn't time sensitive material! I would never use DHL by choice. Still debating whether I should fight the still missing package based on the principal of the matter...

DHL tried to deliver last week, said they would try again the next day. That was 4 days ago.

They don't answer the phone at the local office, so I have to punch in they neighbouring zip code.

The first person told me she could see that they never made a second attempt to deliver and she would have the local office call me within 2 hours to explain. They didn't call, so I had to call again. I explained the problem, gave the tracking number, got put on hold and then "hello, can I help you?" I was transferred to someone in Arizona without explanation.

She tells me that the local office was just that very minute about to call me (!) This time she tells me they had tried to deliver today at 12:30. But I was home all day, and no one came to deliver a package. Besides, the original delivery notice was still on my door. She says they will come tomorrow. I am not holding my breath.

So they never made a second attempt, ignored the ringing phone, avoided helping me, and lied to me.

I ordered a computer from a Wegner Media in SC. They shipped it quickly but upon arrival all I received was an empty box that had been resealed. It seems that this has happened to others who had their products shipped this past week from Wegner Media by DHL Express shipping. Obviously my computer and others have been stolen while in transit or something. Wegner understands my dilemma and blains the shipper for the loss. Their records show the package leaving their facility weighing 8 pounds but upon arrival suddenly became about 7.5 pounds lighter! After this happened I found this web site and all the other people that had complaints about this company. I can't believe anyone would use their service...I am still waiting for a resolution to the problem.

Rich

Hi,
Some days back a friend of mine from outside USA asked me a favor. He told me that he is outsourcing with some company and instead of taking payment he asked the company people to buy him a new computer.

It's not possible to send things online directly through US E-Commerce website, they just don't do that and the people who are buying it are not willing to send it to him. So he asked me to receive that and route it to him.

Well, I'm just a student and I can manage an hour for my friend to route that. So I agreed with his request and after some day a processor and motherboard arrived in my address. I assume it was by the company/people my mate was working for.

Now I asked DHL to pick that up from my home and give it my friend. They did not come on the first day. Again I called them and re-scheduled the pick-up and they came after one day and processed that.

Now suddenly I went to their site and look at the tracking number. It says: Shipment on Hold. So I called 1-800-calldhl and they told me then knows nothing and forward my call to that station in Latham, NY. That guy's behavior was very very rough and he was kindda yelling at me.

He told me the shipment contains some goods purchased with stolen credit card!

How is it possible for DHL to say that? May be I'm not involved with the purchase but is it DHL's duty to go through people's things and say whatever they want to say? I gave him my email address and ask him to send me the proof of the claim. Till today nothing arrived.

My mate thinks I eat his stuffs. But the situation is so critical, I cannot even express it to him. He might think I'm not telling him the truth if I tell him this story.

DHL has the right to look into the shipment whether I ship something that is not exportable. But who is DHL to make this sort of comment that it's purchased with some stolen credit card? It's not their duty and it's not even in their policy.

I guess it's just a lame excuse for taking over people's things.

We ordered and paid for an Express Delivery to take a package from Lincolnshire to London overnight (a journey of just under 150 miles). The DHL promise was that (I) it would be collected by 17.00 hours, (ii) it would be delivered before 12.00 hours the following day and (iii) it could be tracked using the number given by DHL. It was not collected until later that evening, after the Lincolnshire depot had shut and was no longer able to handle the order. It was not delivered the following day as promised. It could not be tracked because the way bill number was not recognised by the system.

20 phone calls - each paying a full rate and each lasting 20 to 30 minutes. Each time a DHL employee started by saying that they did not recognise the way bill number; then promised to call back; then nothing. None phoned back. The level of rudeness, incompetence and inefficiency was mind numbing; it is astonishing that these people are 'in business' at all, given the inability of large numbers of their staff to get even simple things right.

Eventually the parcel was tracked (by calling a series of local offices and badgering until one delightful girl (Launa Wass - deserves a medal) went out of her way to look for it and found it hadn't left the original depot 24 hours after it was due to be delivered). All other employees gave the impression that they could not give a ***.

Worse, nobody bothered to write a note to file - nobody could track a parcel by the sender name/delivery address or any other data input; this is basic, first grade computer discipline - a four year old should be taught to do these things but apparently management at DHL is as dumb as all but one of the employees appear to be.

Worse still, 10 days later (after rearranging delivery) it arrives LATE AGAIN - I told the delivery man it was disappointing that it was late (and by this time the packaging was VERY badly damaged) and he replied 'you didn't pay for Express'; he was evidently as crass as the rest of them.

Complaints are not connected to Claims - you phone them and explain the problem AGAIN and they tell you that what you need to do is talk to Claims but of course Claims won't talk to you until you have gone through the whole complaint and then they say 'you've got to go back to Complaints to get a complaint number'. Eventually Claims makes a derisory offer of a few pence off - take it or leave it as full and final settlement.

The level of DISHONESTY and HOPELESS inefficiency displayed by this crass bunch of losers makes it very easy to take decisions. DO NOT IN ANY CIRCUMSTANCES USE DHL. From our experience, what they do not damage, they lose; what they do not lose, they lie about and frankly, with the exception of one person (Launa Wass) nobody in the organisation cares. Pathetic!

Shipment out of Appleton, WI. shipped on 6/24/08, arrived at DHL facility in Shreveport, LA on 6/25/08. Tracking info states that package was delivered to the door at 2:17 P.M. that day. There were two competent adults at the address all day that day. No one came up on the front porch that day. No one knocked on the door. Had a delivery been made, the occupants would have seen the delivery person through the glass storm door. From what I can see from other complainants, there seems to be a theme with DHL--say it was delivered, make it go away and go home: the customer be damned.

My name is Iad ZENELDIN,
My number is +[protected] E-mail: [protected]@hotmail.com

I am receiving document parcels through DHL from my partners in turkey; DHL claimed a fee for the documents parcel stating that it is for the custom clearance! This is not accepted for the following reasons:

1- The sender is unaware that the documents will be charged again at the destination "he paid for D2D service"
2- All other express mail companies in Syria do not charge us for similar mails.
3- Claimed fees do not stand on official custom clearance fees, thus they can easily claim higher and higher fees upon the receiver compliance.
4- express Documents are not cargo, and according to the price lists and fees paid upon sending, it is assumed “even clearly stated” that the documents will reach the destination hand without any extra fee.

All above could be seen as DHL is seizing unduly our need for the documents that they have in their hands to make extra profit.

It is recommended that DHL increase its sending prices “instead of claiming hidden fees” to be in the consistent business basis and protocols, and it is requested that they handle the mails without claiming new fees, as promised when the agreement between DHL and the sender was made.

I was sent a package on Friday from Italy to be delivered on Saturday we paid extra to guarantee delivery. I paid the security at my business place to wait until the delivery arrive he waited all day Saturday and Monday morning I had to pay him over a hundred pounds. On Monday I called DHL and inquired about the package and was told the package was with the courier I waited until 7Pm on Monday did the package arrive?

Five people’s jobs were held up, because DHL promises a service they cannot deliver.

It would be advisable for DHL not to take customers for granted.

They have just lost another customer.

DHL lost package # [protected] a cell phone in Memphis submitted all required data and the have no record of any data being submitted. I accept the loss since I have spent several hours trying to recover a $77 loss. They have worn me down. I consider this a gyp company. DHL wanted the shipper to file for the lost package. Shipper has their

money thus has no reason to waste time with DHL.

DHL seems to ignore all lost request hoping the customer will give up and I have. I have all their e-mails which repeat their ineffective responses.

On Thursday, June 5 I was informed that importent financial papers would be sent 'OVERNIGHT DELIVERY" from a bank in Pittsburgh, to a manufactured home dealer in Lawton, Pennsylvania. On Tuesday of the following week we still had not received the papers. We were informed that the papers were mistakenly returned to Pittsburgh, by the DHL delivery person. We were assured that the papers would be re-sent and we would have them in time to sign on Thursday, June 12 (one week for OVERNIGHT DELIVERY). Our agent has now called us to say that the papers are not delivered and that she will again attempt to find them. The bank assures us that DHL has them. I don't find this comforting in that DHL can't make an OVERNIGHT DELIVERYin a week long period. This company doesn't seem to care who thay are affecting, or how. It seems a very arrogant attitude towrds a public that can, (and will in the future) use other services. I will have to make sure that anyone I have importent dealings with doesn't utilize DHL services.

Potential large-scale shippers need to know this. From the very beginning of DHL service, we had frequent incidents of packages being billed at weights far exceeding their actual weight -- probably averaged one in five, at least. More than once, 30# billing weight for a cardboard carton containing 5# of coffee. More often the difference was smaller (2-5# overbilling). Repeated complaints got nowhere. For a couple of years, a service rep at an intermediary broker company managed to get the errors corrected and the bills amended; then no longer. We were advised to pay the correct (reduced) amount and send DHL an e-mail detailing the errors (this gets a bit tiresome!). Finally, we quit using DHL altogether. Months later, we got a dun from a "settlement agency", with which we worked out (we thought) a settlement. Months after that, a sheaf of "unpaid bills" arrived by fax, together with a letter from a collection agency threatening legal action if we didn't pay at once. Explained the whole affair and told them that if they bothered us any more we were going to consider suing DSL for fraud. A few months later, same deal -- from a different collection agency; same explanation. A few months later, repeat with yet another. I've forgotten just how many, and all has been quiet for several months now; just praying it stays that way! Bottom line: AVOID LIKE THE PLAGUE!

DHL is useless. My 2-day shipping package that contains a very important document is already delayed by 3 days and its going all over the country without coming to me. The document was to be submitted at a Government office and I am already late. DHL accepted there was no labelling error and its their technical error. The package was to come to NJ from TX. It came to PA and went all the way to Utah for some god damned reason. NEVER DEPEND ON DHL. I burnt my hands once and I will never ship using DHL, it ***.

On May 21th(WED), we sent package contains legal documents, which must be deliver by May 27th (TUE) via DHL.
We figured given extra days should help since DHL is always not on time.
On May(22nd) when we track the package, we realized the package was still at departing facility.
When we call the DHL to inquire about the package they just gave me cookie cutter reply "Oh, Sorry about the inconvenience" then they end up losing the package, but this story gets worse.
On very day we realized the package was lost, on May 22nd(FRI) we managed to resent the package again with SAT delivery via DHL(THE BIGGEST MISTAKE OF MY LIFE TO TRUSTING THEM ONCE AGAIN). On May 25th 9am we called DHL to make sure the package will be delivered today, we even tracked again at 11AM, and showed the package is with delivery carrier.

THE PACKAGE WAS NEVER DELIVERED ON MAY25TH (SAT) AS THEY GUARANTEED.
AS OF MAY 26TH (SUN) DHL TRACKING SYSTEM SHOWS THE PACKAGE IS STILL WITH DELIVERY CARRIER.

IF YOU ARE BUSINESS OWNER AND NEED TO SHIP OUT TIME SENSITIVE DOCUMENTS OR ITEM NEVER USE DHL. THEY MANAGE TO FU AND WHEN YOU TRY TO RECOVER FROM IT THEY'LL CAUSE YOU MORE DAMAGE.

Tracking result as of MAY26th on PKG #1

Date and time Status DHL Facility Location
5/25/2008 11:58 pm Shipment on Hold. Los Angeles Gateway, CA
5/24/2008 11:22 pm Processed at DHL Location. Los Angeles Gateway, CA
5/21/2008 10:49 pm Processed at DHL Location. Riverside County Regional Hub, CA
9:52 pm Transit through DHL facility Riverside County Regional Hub, CA
7:51 pm Depart Facility Westchester, CA
6:08 pm Processed at DHL Location. Westchester, CA
4:07 pm Shipment picked up Westchester, CA

Tracking result as of MAY 26th on PKG#2

Date and time Status DHL Facility Location
5/24/2008
9:53 am With delivery courier. Santa Clara, CA
9:53 am Arrived at DHL facility. Santa Clara, CA
5:39 am Depart Facility Wilmington, OH
3:58 am Transit through DHL facility Wilmington, OH
3:49 am Processed at DHL Location. Wilmington, OH
5/23/2008
10:34 pm Depart Facility Westchester, CA
10:29 pm Transit through DHL facility Westchester, CA
5:31 pm Processed at DHL Location. Westchester, CA
4:00 pm Shipment picked up Westchester, CA

DHL is the worst services of all the delivery out there. the customer services and their pickup is lazy and stupid. Does not know what they are doing at all. I had use DHL to shipped some of my home stuff to another state and when it arrived all my fragile box were damage and DHL bill an outragous amount for delivering two days air when I specifically ask to ship it ground. Forget about calling their customer services department since they don't know what the hell they are doing and will not doing anything to resolve the problems. I had to report them to Better Business Burual in order for them to do something. But they did not do anything to address the damages that they caused for my stuff. I will never use DHL again and will recommend to any one to go with UPS or FEDEX.

On May 3rd my Partner and I took a 12 lbs package to this DHL location we should have known better...the young Man behind the Counter was dumber then a box of rocks..first, he sees us coming up to the DHL counter with a large 12 lbs box which we sat on the counter and what do you think the first thing he says is (after we stood and waited for 10 mins for him to finish up with another customer)"do you need help with something?" my Partner made a face and said "yes we want to send this by DHL to Knoxville, TN" he walks over stares at the box for a few minutes then proceeds to flip it end over end upside down and right side up then says "is there anything in it breakable" my Partner said "no, lucky for you there isn't" he began typing something on a screen as he did this I said will this be delivered to my Mothers door she's 80 years old and can't carry it up the driveway and it could be stolen if it's left at the end of the driveway..he said "yes Mam it will be left on her porch" we even wrote those exact instructions on the box.. we use to use DHL because the PO wont take her packages to the door and they would either get stolen (she lives up on a hill a gravel driveway leads from the mailbox to the house)or ruined by rain..Moms package was dropped off on May 3rd 2008, and wasn't picked up until May 5th..it reached Knoxville, TN on May 7th..but they did NOT deliver it to her door (even though she and my great Nephew was home waiting for the DHL truck) as we were told they would..instead they took it to the POST OFFICE..had I wanted the bleepen thing delivered by the PO I would have paid less money for the privilege..I called DHL and complained and all I heard was "I'm sorry for your inconvenience" I told the Woman I talked to I paid DHL for a service and they did not do their part..and if my Moms package gets stolen or damaged it will be their fault and once again she said "I'm sorry for your inconvenience" DHL will never get my business again..and I strongly recommend no one else use them! Why pay DHL more money to deliver your packages if they are just going to take them to the PO..the PO is closer to us then DHL is had we wanted Postal service we would not have paid $20 to DHL for delivery we would have just gone to the PO ourselves..all we can hope now is my Moms items and my Nephews gifts haven't been stolen! Thanks DHL for nothing! Forward this complaint on to them and let them know they have let down a 80 year old Woman and a 6 year old little Boy they can be proud..they got their $20! a small footnote we stopped having DHL pick up our packages from our house for delivery because the driver hit on me asking me out. when I told him I was married he said "so what" he made me uncomfortable with his advances..when I told my Partner that's when she said "no more at home package pick ups" now there's going to be no more package deliveries period! I do online auctions and sales so DHL you have lost a valuable customer!

Poor delivery service- Lied about delivery attempts. Did not ring door-bell or knock on door. Customer was home at times of delivery. Did not make physical attempt to deliver package, yet left ticket on door. Upset Customer after paying over $25.00 for shipping!

DHL's tracking site stated they left a package at my front door. I was home the entire day in question and never saw DHL once. FedEx seemed to deliver a package to my brother that same day with no problem. After playing phone tag with customer service at DHL, it turned out that the idiot driver delivered it to the wrong address. And then when he tried to retrieve it, he failed at that too! In this day and age, how does a delivery service of all services get an address wrong? Also, when I had raised the issue with a customer service representative from 1-800-CALL-DHL, the representative was very cold and sounded as though it was a normal occurrence that their drivers deliver packages to the wrong address.