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1.8 451 Reviews

DHL Express Complaints Summary

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

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R
11:09 pm EDT

DHL Express dhl is taking over people's things

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.

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ld
,
Oct 16, 2008 3:07 pm EDT

DHL lost a shipment of mine in May 2008 and to this day I am struggling with them to get the proper documentation from them just so that I can file a claim for my missing items. It is very interesting now that I have found this sight how many other people have had bad experiences with DHL and specifically with the concern that their staff are stealing people's belongings. I have so much documentation to back up my belief that someone in DHL Customs/ Brokerage office in Calgary is in possession of my items that I am amazed that DHL is not taking a little more interest. Not only have they lost or stolen my $6000 purchases they have closed my case and told me that can do nothing further and that I must file a claim with my insurance provider but they won't even provide me with the documents I need from DHL Italy that will allow me to proceed with my insurance claim. I am very sorry that this has happened to so many people like yourself and now myself. I do not want to sit quiet and take this. Help - Is anyone in DHL out there? - does anyone at DHL care. I hope that DHL will have a phone call or email from every dissatisfied customer they have wronged. All I want is customer service.

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7:50 am EDT
Resolved
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DHL Express dishonest, hopeless losers

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!

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Reece Blackhurst
London, GB
Apr 06, 2010 12:44 pm EDT

I agree!

DO NOT USE THEM. It is a joke and the joke is on YOU!

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C
8:39 pm EDT

DHL Express failure to deliver as stated

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.

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5:12 am EDT

DHL Express frauding adn stealing the clients

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.

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sunhjfhsdjf
, IN
Nov 23, 2011 10:29 pm EST

even i feel i have become part of its scam.
i got a parcel from china worth Rs 3000. along which shipping was 2000 making total of Rs5000
i first got a call that i have been charged Rs 6000 as duty to which i rejected saying that i will not accept parcel and told them to clear the amount properly. i send all the proofs of purchase to them.
few days later i got letter from DHL n which duty was written to be rs 600 but some one had written by hand Rs 4000 on it and at same time got a call as well that i had to pay Rs 4000 as duty.
if the document said that total duty was 600 then why and how were they asking for Rs 4000 and who had written by hand that the duty amount is 4000

i see that there is some duty fraud going on in DHL nowadays

please be aware and always ask for complete documents if you are paying the duty

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Burned by DHL
, US
Mar 20, 2009 12:11 am EDT

I just had the same experience - I shipped a package from the USA to my parents in India. After a long delay where tracking code said "Clearance Delay" they delivered the package but only after demanding from my parents a hefty sum of money. DHL invoice for this hefty money mentioned a customs charge, warehousing charges, miscellaneous charges (no details on this!) and several taxes on top of these charges.

When I called DHL custromer service here in the USA to ask for an explanation and proof that DHL had actually paid Customs Officials (my package was filled with small personal gift items and marked as such - even listing the contents - no way were these subject to customs charges which are meant for commercial products), they rudely told me "we are not India" and whatever DHL India does is not our responsibility.

I wrote to the DHL Office of President both about my main complaint of additional (& unexplained) charges at the delivery address and the customer services refusal to help. Their response was an apology for customer service actions and a promise to intiate inquiry - two weeks later only update I received is to say that they are still waiting to hear back from DHL offices in India.

I would like to caution consumers - DHL seems to hold receipients of mailed packages at ransom to make more money (I don't know if these tactics are specifically targeted to retired & elderly people like my parents who might not be in a position to fight back). This is the first and last time I use DHL for shipping anything international or domestic and I hope others learn from my experience.

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8:34 am EDT
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DHL Express i'm angry!

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.

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7:32 am EDT
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DHL Express lost package, will not refund any money

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.

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garden28
, US
May 31, 2017 3:21 am EDT

I love the way Viabox handle their clients' requests. The system in pace ensures that complaints and chargebacks are handled with ease and in time

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HamzaShaykh
, PK
Apr 25, 2017 11:26 am EDT
Verified customer This comment was posted by a verified customer. Learn more

thats the only reason i use and i prefer viabox services as it is most reliable cargo service among all with lowest shipping rates and excellent customer care.

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kpyeoh
, MY
Jun 03, 2016 8:32 am EDT
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6 Android Smartphones had been sent by Borderlinx on Jan2012. Later, I was informed that 6 Android Smartphones found Missing during the delivery of DHL USA. I was informed that Borderlinx is partnership with DHL USA in its business. After dealing more than 20 person in charges of Borderlinx through online chat, still, nothing in progress. Every person said different things and keep different promise to me. After wasting a lot of time, I was able to talk to Customer Service Manager of Borderlinx USA, Katerina Mousia on April 2012. She keep telling me that the Payment Department is being took care of my refund. However, I have not yet received the refund even in the month of June 2012.

I don't know care if anyone is going to keep telling me sorry about the incident that happened to me. What I really care is when can I receive my refund? Should I wait for a week, a month, a year or even until the sun rising from the west? Just let me know?

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chewyfied
, GB
Jun 03, 2016 8:25 am EDT
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Ok let's start from odering. I ordered a new xbox 360 from Currys on 29/04, DHL picked up the parcel from Currys on 03/05. On 04/05 DHL's tracking facility displayed my parcel as "with courier for delivery". Now if you don't know, Hull is not a large city, and the depot is 3km from my house. Not only is it strange that it would be with the courier for this amount of time, when I attempt to contact them, they ignore me, both via email and by not answering the telephone.

I have had things delivered to me many times by different companies, (home delivery network, parcel force, fed-ex and such) and never has this happened with any of them. This is however the second time this has happened with DHL, the first time being an order John Lewis, who handed DHL the parcel 15 days before they delivered it to me... I can see this happening again unfortunately.

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HM
,
Jun 03, 2016 8:06 am EDT

I had scheduled a pick-up of two boxes for shipment to the University of Georgia on January 8. Even though I was home at the hour of pickup, no one from DHL arrived. I phoned customer service and heard their claim that the driver said that he had come to the house. I rescheduled it for the next evening. The driver arrived and took the two boxes. I asked him for a way bill to fill out. He said he did not have one but that they would phone me with the charges from the station. A half hour later someone phoned and asked how I was going to pay for the shipment. I gave them my credit card number. They replied that they would call back with the charge. The never did. I never received a way bill. The recipient has never received the shipment. It is simply missing with no documentation. I phoned DHL customer service a few days later and was told that this was strange and that I should phone some other day! What kind of response is this and what sort of disreputable company does business like this? I am assuming that my shipment of valuable copies of scholarly journals is simply lost.

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ramana murthy kapuganti
, US
May 12, 2016 11:42 am EDT

even i had same experience with DHL. they lost the package and simply said to go and claim.They didn't give proper explanation for the lost. Didn't show any interest to track my package. they won't value our thing.
DHL = ( DELIVERY HALFWAY LOST )

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Matt H
, US
Feb 22, 2011 10:23 pm EST

Some of the couriers DHL employ think nothing of behaving in an insulting manner and treating you with contempt, even when they themselves seem incapable of doing their job. The courier who delivered my package today was a scruffy, rude and barely competent fellow whose behaviour bordered on aggressive.

Be careful.

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vikingirl
,
Nov 18, 2008 5:41 pm EST

lost my pkg and refuse to contact shipper to process my lost item, fully expect me to do all of the work. My items was purchaed online and is paid for and I cannot get either DHL or AT&T (where I purchaed my cell phone) to do anything to helo me recover my item or get anoterh phone! I am out the money because of their screw up?!

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Tao
,
Jul 02, 2008 9:39 am EDT

This company is so stupid. The delivery guy doesn't even bother ringing the door bell... i walk outside, and i find that they attempted delivery. Now they want me to drive 20 miles to pick it up... WTF... why did i pay for shipping, if i am supposed to drive 20 miles to pickup a package... useless company dhl... businesses should stop using DHL and just use good old USPS. The best in my opinion.

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Doug Harms
,
Dec 23, 2007 12:00 am EST

To put this as simple as possible, DHL LIES. For one week every person I have contacted with DHL has lied about the location and delivery of a package I am expecting. Beginning on Dec. 17th and every day since DHL has promised delivery of a package. The lies have not been limited to just phone conversations but in writing by email responses from DHL to me. GOOD NEWS TO ALL THOUGH... DHL IS LOOSING MONEY AND WILL SOON BE GONE.

ComplaintsBoard
I
4:28 pm EDT

DHL Express overnight delivery.. not

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.

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Update by Irene Warner
Jun 11, 2008 4:17 pm EDT

I have to agree> DHL was supposed to overnight a set of papers from a bank in Pittsburgh to a manufactured home service in Northeast Penna. This was on a Thursday. It is now WEDNESDAY of the following week and it still isn't here. The papers were "delivered" but "mistakenly" taken back to the sender by the DHL driver. I could have, and should have driven out to Pittsburgh myself. The quality of the employees of this company is poor at best and eneptitude is the company motto. Meantime, no papers, no home. THANK YOU FOR THE OVERNIGHT SERVICE.

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M. Minke
,
Feb 19, 2008 4:56 pm EST

DHL has failed to deliver packages to my house on two occasions. The driver has falsely stated that the package was left on the porch. Neither time did the driver come to my house. On the first occasion the package was delivered to the neighbor's. This second time the package was not delivered to any neighbor and I have the problem of getting the shipper to file a claim. Also, I have to pay a second time to get the item shipped to me.

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Hoffman Law Firm
,
Mar 14, 2008 11:01 am EDT

I have ordered a toner for my Dell Printer from Dell. I have not received it. A tracking says that delivery attempt was made yesterday at 12.33 PM.. My office was not closed as indicated in your documentation. I am waiting for the delivery.. My office was not closed today either.

My tracking number is [protected].

March 14, 2008

ComplaintsBoard
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2:16 pm EDT

DHL Express billing errors/fraud

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!

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Sean99
, CA
Oct 22, 2014 9:35 am EDT

I am going through the same situation, I have a calibrated shipping scale and always put in the dimmensions of the package to ensure correct dimmensional weight. This is the only carrier I use that always sends an invoice with outrageous increases in weight. When I called them they seemed surprised that I had a scale and immediately put the note on my account. All I thought is this company has some very fraudulant practices! I caught them red handed and am wondering how many other customers they try this stunt on and do not catch it. BEWARE!

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SMDpr
Courtice, CA
Nov 04, 2009 5:24 pm EST

Without question DHL is one of the worst companies I have ever dealt with. In addition to billing me twice for the same delivery, sending me to collections, recognizing the mistake with an apology (after i demanded) letter, today I received another bill for the same delivery! Unbelievable. I trully didn't think it would be possible to have a service department any more inept then DHL billing and RMS until I spoke with their customer services.

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5:02 am EDT
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DHL Express useless

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 ***.

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11:40 am EDT

DHL Express they are useless

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

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loggerbird
, JP
Nov 05, 2010 3:16 pm EDT

Not on time? Now hear this. My documents that were meant to be delivered to Japan were being sent to Canada thanks to the dhl stupidity. And now they are lost in delivery! The documents were insured after paying extra money too. I think they don't have a system to redirect misguided parcels. USELESS is too good a word to describe dhl.

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2:52 pm EDT
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DHL Express bad customer services

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.

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Abdu Samad
, SA
Dec 20, 2010 10:55 am EST

Dear Sir - To whom may it concern

I am sending this complaint from Rabigh Modern Company, Rabigh. I would like to infrom you that tody (20/12/10) I have felt very bad and cheap manners from from your customer service man who is an Indian guy and may be he is from your Jeddah branch and he is the only one working in Rabigh area. His dealing with the customers is not satisfactory and he doesn't know how to deal with the customers. Some times some documents are missing because he leaves them anywhere because he can't wait even TWO minutes for the customer. This is his usual practice. Please notice this and take action aginst him as to the good relationship of your company with the customers.
Sincerely
Abdu Samad
Rabigh Modern Company
Tel: 422 2038 Ext. 101, Mob: [protected]

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exDhlWorker
London, GB
Jan 27, 2010 11:10 am EST

Dhl does not care about the parcels. i used to work for dhl and i can honestly say they are the worse courier company. they dont care about your parccels. they kick it, badly loaded and kick it again so u can imagine how your parcel is gonna get to you. 2 out of 5 parcels have damaged boxes. 24 hour delivery?! no such thing but they will charge you for 24 hour delivery. only if you lucly you may get your parcel in 24 hours. recently they start paying selfemployed drivers with a white van to deliver their parcels so once again you can immagine there is no customer service or quality service. i no longer work for this loosers called dhl and recently i purchased 2 bikes on ebay. they failed to collect the bikes for a week and when they did they damaged both of the parcels. i payed for 24 hour service and the parcels only got next to my house(dhl depot) after 3 days, 4th day damaged and 5th day back to sender. now 8 days after i still have no bikes. great work dhl! i start using parcel force, ups and fedex and they always delivered as promised. stay away from this german loosers

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Noorudin Zaker Ahmadi
,
Jul 29, 2008 2:34 am EDT

Hello, Good day sir/madam

We are about to receive a parcel.On July 24th you have courried the parcel nad right now july 29th 2:00 pm we have not received it yey.This parcel was reported to have left Tehran for Mashhad yesterday at 12:00 am and from Tehran to Mashhad is only one-hour flight.Your agents reported that the parcel will arrive by tomorrow which will be 6 days untill now.

Plz take care of this matter immediately ASAP.

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3:27 pm EDT
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DHL Express thanks dhl for nothing!

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!

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jane
Liverpool, US
May 18, 2008 12:47 pm EDT

I want you to know I am not condoning DHL's behavior in any way. However, part of shipping is the responsibility of the shipper. If you know the item is not safe to be left, you should opt to make it signature required. Yes, it is an additional fee( minimal) but it ensures your package will not be left at the door. I always recommend that you check the zipcode that you are sending to, different areas have different delivery times and conditions. There are a few outlying areas that DHL must enlist outside couriers such as the USPS or other independent local courier services due to the location of the consignee. I always suggest shipment value protection as I would not drive my car with out insurance nor would i go without halth insurance. therefore, my items that I ship deserve the same protection. The cost is very affordable. $100 worth of coverage is only $.70.
I am a firm believer in making sure I cover my bases. If it is my item, I make sure I am clear on what will happen. If you are un settled by the agent accepting your pacakge, then ask for a supervisor or at least another agent. Wording it in a way so as not to offend will save you much grief in the long run. It's sad that our society has come to the point where we have to think this way, but until we take back control and stand up for ourselves, things will not get any better.

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9:36 am EDT

DHL Express false delivery attempt!

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!

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Manishkumar Shah
, CA
Jul 12, 2016 7:08 am EDT
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My shipment was not delivered in time. It shows it is with driver since 1000 am and not delivered to me all day. The item inside was mainly food, all spoiled and damaged. One of the worst company and employee. I call customer services to know the status and ETD, the manager not interested. This company is making fun of their customer.

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Jorge
,
Aug 15, 2008 4:55 pm EDT

DHL IS A TOTAL SCAM...
They told me they had made 1 delivery attempt when I was home and apparently "I NEVER OPENED THE DOOR" ###.
So the next day the told me they would deliver the package.
I had a plan, I set up some video cameras around my house to prove they would not come.
Effectivelly, they never showed up hence in the online tracking system, it appeared as a second attempt made. I called the DHL offices and they told me they driver was there at a specific time of the day. They even made up a ###ing time to fool me.
I am planning to take this further with the video-recordings I have. I talked to my lawyer already and he said we could start off by sending a complaint letter and later on ask for money...Lots of money.
I WILL DO SO...
This is the THIRD and last time they fool me. This time I paid $180 dollars for the service. SCAM...
I'm planning to get at least $25, 000 dollars for something called " False delivery of information ON POURPOSE".

PLEASE NEVER USE DHL IN YOUR LIFE EVER AGAIN.
AND IF YOU HAVE ANY QUESTIONS CONTACT ME AT: elchurcoquintero@hotmail.com
THANKS.

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1:08 am EDT
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DHL Express their drivers deliver packages to the wrong addresses

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.

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john
,
Nov 12, 2008 12:19 pm EST

i too experienced the same problem. i was supposed to get my package from dhl last friday. i called the dhl and spoken to the customer representative, they said there was a handling error and told me to wait till next monday to recieve it. i waited from 3 pm to 8 pm, and kept calling the dhl customer repre and complained to them. these customer representative are useles because they cant help me at all. so when 8 pm came, the dhl still didn't come. i was so pissed, wasted my entire day waiting for a package that never came. today is wednesday and yet i still havnet gotten the package, i used the tracking number and checked my status on the DHL website tracking. the status showed that my package has been shipped on that same monday i waited for. jesus, i called the customer representaive again, she said that my package was delivered to a wrong address. i was like wtf is going on here. how can a deliver guy delivered to a wrong address when the shipping address is cleared posted on the package.. idk, i had a feeling it will be lost.. my feeling came true. now i think i am gonna have to call the supplier where i purchased my item and tell them to ship me a new item. this is absurd, and very unprofessional.

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Jaclyn
,
Aug 20, 2008 12:18 pm EDT

I have the same problem today. I live in Manila Philippines and my bf lives in Lexington Ky. I shipped a 25 kilo box to be delivered to him. It was meant to be a surprise. When I tracked my box, it said that it was already delivered and signed for. But when I talked to my bf, he still hasn't received the box! I got so worried so I called up the local customer service no. of DHL here and Manila to report this issue. I also chatted with some agent on the DHL USA website to complain about it. To my surprise, the agent told me that it got misdelivered to a totally different address! Sheeeesh, I said how in the world could the delivery guy miss the correct address when it's already on the box itself! I am so freaking mad right now! The agent told me that the courier has been advised to recover my box and redeliver it to the correct address. I don't know if they will still be able to retrieve it. God knows if someone already opened the box. I just hope that the one who received it won't open the box. I told the agent that the delivery guy should be fired for what he did! It is such a hassle and I am just pissed. I should've just sent my package through FEDEX instead. I had been sending packages through Fedex and I haven't experienced anything like this yet.

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L
7:57 am EDT

DHL Express theft and bad service

DHL Delivery sucks. I worked at a famous Retailer. DHL was so bad on deliveries and theft, they were about to lose their good reputation for customer service.

My personal experience. I asked the Marriott Hotel in VA to ship my belongings from my room to me at home. There was about $2500 in clothing and computer software. My things never got delivered to me at home. I called for about three weeks and finally found out the processing center in Ohio, where my things were shipped, hired homeless people who constantly pilfer what they want. My box was found empty. I called the local authorities who informed me that they get 5-6 calls per day from people with the same theft complaint at DHL. Because Marriott did not insure my things, I got a check for $100 from DHL and no apology. They really did not care about me and denied that they hired the homeless. Don't think the sheriff there had any reason to lie to me. DHL is the liar!

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matt
,
Jul 03, 2008 3:23 pm EDT

the hub is ohio is a state of the art facility and does not hire "homelesspersons" for two rasons first of off that is the dumbest thing i have ever heard. 2nd reason that all dhl facilities espcially the willmington hub are under the juristiction of the TSA and homeland security and all employee undergo exstensive background checks, becuase we load packages into aircraft. somthing tells me that a homeless person would not even be able to fill out the paper work beucase they have no address. Where ever these rumors come from keep them up i need a good laugh. I agree that from time to time mistakes will be made but i can garuntee that UPS and Fed Ex have the same issuesalong with the USPS.

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2:13 pm EDT
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DHL Express dishonest business practice

Dear DHL Management,

Awhile ago I needed to sent a package containing an ID document to the USA.

Upon refering to DHL Office in Tehran I was surprised to learn these 2 facts.

According to the DHL representative it would take 8-9 days for the package

to reach it's destination. Secondly, DHL office told me that they would not give

me a recipt for my mail in case it got lost because of it being an ID document .

They claim that they have no control over the US service and they might

confiscate the mail. If DHL HAS NO CONTROL OVER THE US service they'd

better not accept the mail. Besides, 8-9 days seems outrageous. For DHL

TO VERIFY MY CLAIM THEY CAN EASILY SENT SOME UNKNOWN CUSTOMER TO

ATTEND THE SAME SITUATION. It takes a normal air mail 8-9 days to reach US

from Iran. By the way I used DHL to sent my mail to US via Tuky and it arrived

in 2 days. I believe that DHL in Iran is not being supervised efficiently and they

can commit any kind of rip off as they wish.

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2:23 pm EDT

DHL Express lost package!

Actually, this should be a complaint for DHL & the USPS. I ordered some clothes from Anthropologie on 3/11/2008. My package was shipped on 3/13/2008 with DHL. I tracked my package. Tracking said that DHL left it with the USPS. It also stated that the package was "delivered & confirmed" on 3/15/2008 (a Saturday.) I have not received the package yet. I called DHL & the USPS. They are pointing fingers at each other. My postman called & said he didn't deliver a package to me that day. I keep getting bounced between the two. I called Anthropologie to put a trace on the package. Anthropolgie's policy is that they have to wait for 14 days before they can trace the package. So, I am out $215 & no product. If they have to reship, one of my items is already on backorder!

DHL sucks.

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12:28 pm EST

DHL Express inefficient & poor service!

Really disappointed with DHL in Western Canada. They are very inefficient and disorganized. I am still waiting for a package to be delivered. Their driver has been sitting on it for 4 days, as he cannot find my house. I have given them directions, told them to get a map, look up on google etc, but they still cannot find it. I have made 7 phone calls, but still no package. Lets see if what happens now.

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bilal sheikh
, PK
Jul 17, 2014 11:38 am EDT

Your personal Mr. Laiq who deals with whole sale agent. His attitude is very bad and some time he take thns personaly. Some time due to his bad behavour we are facing serious trouble.i request to MD me. Sarfaraz siddiqui, concern manager to take action against him and take necessary action.

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sajid memon
,
Jun 15, 2008 8:57 am EDT

Dear honorable and highly respectable sir:

My name is sajid memon and I live in Pakistan Karachi. I applied Sweden universities through D.H.L on 11th of February and last to reached the documents was 15th of February the D.H.L serviceman of Karachi Bolton market branch told me your documents packet was reached three days accordingly the D.H.L serviceman my documents not reached after three days and my documents was reached after seven days and that’s why I have not got the admission in Sweden university due to of late arrival of my documents and it is just because of your poor service and not understand the destination. I complaint three times on the telephone [protected] but no body give the proper answer. I lost my admission just because of mismanagement from the D.H.L.Now again I will sent my documents of the next session and I need the compensation from u because I lost my time I lost my admission just because of the mismanagement from the D.H.L through this e-mail I am sending you the another e-mail in this e-mil all information available like my air-mail no: and the lady name she was received my parcels so kindly solve my problem as soon as possible and give the positive response. Waiting your reply

Best regard

Sajid memon

My contact no: [protected]

My mob: no: 00 92 [protected]

Subject: AWB # [protected]
Date: Wed, 27 Feb 2008 20:40:10 +0800
From: Urooj.Fatima@dhl.com
To: sajidmemon_@hotmail.com

February 27, 2008

Dear Mr.Sajid Memon,

AWB # [protected]

In reference to your email regarding the subject AWB # [protected] this is to update you that your shipment has been delivered and details are already updated to Mr. Abdul Ahad on 19 February in your absence .please find the delivery details as follows:

Delivery Date: 18/02/2008

Delivery Time: 10:54 am

Signed for by: Lena lindman

Hope above mentioned details satisfy your query.

Regards,

Urooj Fatima

Customer Services-Executive

UAN: +[protected] ext 114

Fax: +[protected]

Email: Urooj.fatima @dhl.com

Web Site: www.dhl.com.pk

From: DHL_Freight_Contact_Form [mailto:DHL_Freight_Contact_Form]
Sent: Wednesday, February 27, 2008 4:53 AM
To: Suelyn Tan (DHL DE)
Subject: Contact DHL Freight

Title0 = Mr
FirstName = sajid
LastName = memon
JobTitle = student
CompanyName = n/a
Address1 = flat no: 203 muhammadi mansion al-falah road bihar colony karachi pakistan
City = karachi
County = sindh
Postcode = 75660
Country = pakistan
Telephone = [protected]
Facsimile = n/a
Email = sajidmemon_@hotmail.com
geographicarea = Europe/Central Eastern Europe
ProductsandServices = Other
Relationto = Domestic
Hazardousgoods = No
elem0037 = Only this time (once)
Comments = dear sir, i have sent my parsal 11/2/2208 and my parsal airway bill no is 3180707821stil i have got any idea weather my parsal reached tha destination or not kindly conform me and sent the status of my parsal as soon as possible. regard sajid

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1:07 am EST
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DHL Express dhl did not hand deliver package in nyc

A box sent to our office to my attention never arrived. The tracking receipt shows "LD LOF" in the signed for area which we are told means that it was left by the front door. Ours is a small building with lots of security and every messenger knows that it is strictly forbidden to leave any packages unattended in front of any office doors. Additionally, there was no reason to leave the box by the door because our office was open for business at 10:13am on the day of the "supposed" delivery. Our request to talk to the actual messenger who delivered the package have gone ignored. We have reason to believe the messenger lost the package and have no clue where it is...

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jane
Liverpool, US
May 18, 2008 12:34 pm EDT

actually, LD LOF means that your company has a standing letter on file that states that DHL can leave packages without obtaining a signature. These are not normally left outside but rather on a front counter. I would check to see who authorized such. You can ask DHL to provide you a copy of such document. It should be on file at the locat service center. If it is on file and you want it removed they can do that for you as well. As for speaking to the courier, you need to request to speak to the local service center if customer service is unable to get the service center to comply. They can not provide you with a direct #, however they can transfer you to the local service center office. If all else fails, request to speak to the agents manager.

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12:00 am EST
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DHL Express terrible service

I called DHL to reschedule a delivery---the DHL rep kept me on hold 34 minutes and was very rude. I emailed the corporate office and confirm that my package will be redelivered 2/1/08 AM *but no guarantee it will be early morning. The corporate rep suggested that I call that morning to check the status of my package. Once I called I was informed that per my "request" it was changed to PM delivery by the same rep I complained the prior day -- but It was not a personal issue. Also that their phone calls at the "station" are not recorded in order to review my "request". At the end I had DHL send the package back to the retailer **if not God only knew when I would get this package. The rep would have continue to change the delivery day & time.

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Update by Valerie
Oct 17, 2008 9:19 am EDT

Package was suppose to arrive 10-13-08 still have not got it. Dhl said it was last scanned at waco, tx. Customer service *** like *** still have not located package out 140.00 for package to be lost and no one gives a ***. Have been advised package would be deliver the next day guess what nothing. Please do not use this fake *** company for nothing. customer always supposed to be first this is incorrect with company, they don't give a ***. Was advised they have 95% delivery rate but hard to convince someone who hasn't got their package. Please stay away from dhl!

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Simon886
, US
Sep 06, 2009 2:50 pm EDT

My Aunt send me a courier through DHL on 11th August. untill now i did not recieve anything, when i contacted with the Airbill no# they said it's been delivered already. to find this thing i spent money & my time but i couldn't find any records that they delivered to my working place. but finally i found out that they delivered to another person. my concern is how they can submit such a important courier to another person coz in the courier clearly mentioned all details. i need your kind attention on this subject & i need my courier as soon as possible.it is very urgent for me.

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V RAVI SHANKAR
, SA
Sep 30, 2012 12:40 am EDT
Verified customer This comment was posted by a verified customer. Learn more

kindly save DHL name
currently i am in jeddah, when i contacted on following no [protected] in this morning the person not responding at all she's name Ms.Noora
kindly advice and asked her to work propyl

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Jennifer Jinnha
Sydney, AU
Jul 12, 2012 7:09 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I orderd a package from Hong kong, On the 9th of july Dhl left me a unsuccessful delivery attempt, I than went online and requested Dhl if i can pick up my parcel from one of their office I waited a week for a response and didnt get one, This morning i called Dhl and they just told me that some by the name of Kayla C has signed for my package and it was left at the reception, the thing is I dont have a reception and how can Dhl be so careless and give my parcel to just anyone, can some one please help me please and tell me what to do next.

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Reece Blackhurst
London, GB
Apr 06, 2010 12:42 pm EDT

DHL said they would turn up on the day I picked to deliver a bike I had bought on the web.

Took the day off and waited in for them. They never turned up and there was no reason!

I waited in for them again today and I also called twice to make sure. I was made to feel bad for asking if it would come. Guess what... THEY STILL NEVER CAME.

DO NOT USE DHL OR THE PEOPLE THAT USE THEM . IT IS A JOKE AND THE JOKE IS YOU!

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Elaine
,
Nov 14, 2008 3:25 pm EST

DHL-One cannot complain about service THERE IS NONE! Customer service - usually a different country with a foreign speaking agent. Refund Resolution-WE DON"T GIVE REFUNDS-regardless of delivery status. So what you never got your parcel, should have delivered yourself..

Great Sounding Company-one that will make millions in the North American Market...

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Speedy
,
Oct 18, 2008 7:49 am EDT

If you called customer service and were as irrational as you are in this post, its no wonder nobody could assist you. But I will try.

It sounds like you were supposed to receive a package on Oct 13, 2008. The last scan shows it arrived at the Waco TX truck hub. When you called customer service the rep should have been able to initiate a dock search and email the hub. The rep should have then called you back by end of day or sometime the next day with the result of the search.

Unfortunately, there are good and bad people everywhere. If you call ANY customer service office and are dissatisfied with the answer, hang up and call again. Chances are you will get a competent rep who will work for you and tell you the truth.

Good luck to you. Its only been a few days since the Waco scan? Has customer service given you an update?

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jane
Liverpool, US
May 18, 2008 12:10 pm EDT

The customer service rep should not have been rude, nor should you have been put on hold for any length of time for a request of redelivering a package. That is poor customer service in any light. However, as you stated, it was a RE-delivery. In a business where time is of the essence, and time guarantees are made, you must understand that an am redelivery is not an option. All courier services have am delivery guarantees for next day services. If they start scheduling re-delivery request during those hours, they will not be able to meet the commitments of those guaranteed deliveries. If your package was legitimately attemtped during the guaranteed time frame on the scheduled date, then after that time, any re-attempt comes after the next days guaranteed commitments are met. YOu always have the option of picking your package up at the service center in most cases.
Also, when you call customer service you are getting just that, a customer service office. It is not the local service center, as they are not manned to handle phone calls. Their job is to take care of the packages, customer service takes care of the customers. The customer serivce rep has no control over the delivery of the package. THey simply send the request and the rest falls to the hands of the service center. Unfortunately, sometimes agents( at both levels) are not completely upfront and do not provide complete accurate information to the customer. This is what leads to problems. What I can reccommend is that you obtain the name( first and last-preferably at the beginning of your call- as well as what call center and the time of day you called, so you have a record to fall back on in the event that you are provided poor information. Unfortunately, the only way to get it through the heads of corporate that there needs to be accountability is that customers need to stand up and take action. Maybe if enough people stand up and voice their opinion regarding the problem at hand then they will start to realize that they way they are looking at the whole customer service issue is wrong and the focus must be on quality service to the customer and resolving their issues, and agents need to be held accountable for the information they provide to the customers.

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