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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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12:20 pm EST
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DHL Express Rude customer service

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

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CoolGuy43
Wheaton, US
Oct 29, 2020 2:56 pm EDT

These people should honestly just check shutdown. Terrible service. Doesn't DHL international care?!

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GCMReviews
, US
Sep 02, 2020 6:14 pm EDT
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DHL Cayman has had 5+ plus packages of mine since mid-late June (that is 2+ months). I sent them all the requested documentation within days of request, and I am still waiting. I have emailed the responsible people, I have called, and I have asked the shipping party to follow up with DHL and nothing. Why did I pay the express fee, if only to have my items confiscated for an indefinite period?

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Julie Range
, US
Oct 13, 2019 12:51 pm EDT

DHL CAYMAN
My package was sent from Miami to Grand Cayman on 1st October and arrived on 2nd October 2019. To date i cannot get my package even if i go to their Cayman office.

Despite saying waiting for payment I cannot pay because they last said that they did not upload my invoices which were emailed before the package left Miami plus i took them to their office.

DHL is giving disgusting service to the Cayman Islands as today is the 13th October 2019 and i cannot pick up my package nor has it been delivered.

I afraid to ship future packages with DHL Cayman with such bad service records

Please help me to retrieve my package [protected].

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2:38 pm EST
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DHL Express can't believe such a stupid mistake!!

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

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12:54 pm EST
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DHL Express poor service

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

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EDawnS
Bowie, US
Jun 24, 2013 9:35 pm EDT

I had my heat pump-furnace units replaced in 2007 by DHL Home Services! Reps were courteous and helpful. I've only had DHL service my unit. Great experience! I've know moved into a new home and Don Lloyd personally came out to inspect and work on my a/c! Nothing but good experiences!

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dlloyd999
Sykesville, US
Mar 24, 2013 1:47 pm EDT

DHL Home Services has been in business now for 12 years. With over 28000 customers in the Baltimore / Washington corridor. We will never make everyone happy, although we do try. Some homeowners...like the one writing this review, took apart their unit in trying to fix it themselves. This is ok...we know that this may happen. But the entire air handler unit was taken apart. the only thing not touched was the cabinet. When we told the customer that we needed to charge them to reinstall the unit...he got upset. I suppose that he wanted us to do this for our service fee of $75.00. This would have taken over 3 hours to do it correctly, check everything, and make sure it was working properly. Please...if you want it done by a professional...leave it to the professionals.

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donlloyd999
, US
Mar 02, 2012 12:55 am EST

This homeowner had his entire heat pump air handler in pieces and on the floor. When we explained that we needed to charge him to rebuild the unit. He got mad, when we explained that we can do this but we need to be paid. Well he got upset so I toldmy tech to leave. Even though we do help. We are not a non-profit organization.

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1628
Silver Spring, US
Oct 27, 2010 7:52 pm EDT

I totally agree. We have had a really bad experience ourselves. When I finally got a hold of the owner to express my disappointment in the service he yelled at me used profanity and then preceded to hang-up the phone in the middle of our conversation. I am totally repulsed by Don and what he considers to be customer service. I would highly recommend NOT using this company!

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2:13 pm EST
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DHL Express no delivery

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

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10:44 am EST
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DHL Express bad service

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

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

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

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

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

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

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5:10 am EST
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DHL Express you want your parcel delivered?

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

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

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

Utter ###.

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

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

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

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

Never, ever even think of using this company.

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6:52 am EST
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DHL Express package disappeared/undelivered

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

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

F.Gala

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1:23 am EST
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DHL Express dhl emolyee admits to murdering my cat

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

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

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8:35 pm EST
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DHL Express false delivery attempt

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

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

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Naffed Off
Ashton, GB
Dec 22, 2009 11:41 am EST

My tracking info says:

Status Date Time Signatory Location
Out for delivery 22/12/2009 08:56:00 ASHTON HOME DELIVERY

Well its now after 5-30pm. I live 4 miles from Ashton. I could have walked there by now.

*sigh*

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10:11 am EDT
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DHL Express switching labels

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

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

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

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

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Featured review
This review was chosen algorithmically as the most valued customer feedback.

DHL Express - delivery

DHL, just a terrible service provider. I paid for express mail internationally and turns out they don't live up to their 4 days they suggest as the time of arrival of a package. The first problem was I called them in the morning at 9:30am to notify them that I had a buzzer code. The idiot lady didn't bother to write down or ask my buzzer number because she...

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2:27 pm EDT
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DHL Express lying delivery drivers

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

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Arezou Salehi
, US
May 09, 2016 11:31 am EDT

I have exactly the same experience. I was waiting for my parcel the whole day looking into street from window. It was impossible to miss the delivery. Lazy driver reported a missing delivery at 14:59!
It is a shame. DHL is expensive and unreliable
My DHL tracking No was: [protected].

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yabani
, KW
Jun 30, 2014 2:25 pm EDT
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Yes, same thing happened to me today. Exactly your story.
https://www.dropbox.com/s/h9fxhurb1we6e61/dhl.jpg

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DHL Express dhl delivered to wrong adress with a correct adress on the envelop and don'tcare, do nothing, being making a fool of u

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

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

Liers and arrogant stupid staff on the phone !

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

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

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

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

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

Svetlana Sapozhnikova, Nafieh A.

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Bianca Clarke
, US
Sep 18, 2017 4:42 am EDT

Lying and misinformation.

Shocking service. My paperwork has been kept in customs for 18 days. Was not informed of this. Contacted DHL South Africa last week, was assured all was sorted out and that the customs fee had been waived due to DHL not informing me of extra costs. It is literally impossible for me to pay the customs cost from China and the receiver is an institution, not an individual so they can not pay for it on their end. Today, found out this was not done and the paperwork is still in customs. Absolutely shocking service, lies and misinformation.

Official business reply

Dear Bianca,

I tried calling the contact number supplied without any success, please would you be so kind as to let me know when it would be convenient to contact you to discuss the complaint raised.

Please accept my earnest apology for the inconvenience and undue frustration caused by the delay.

Please provide me with your tracking / waybill number to assist with the complaint.

Kind regards.

Avery Visagie

Customer Care Executive

12 Sep 2017, 7:49
6 days ago

18 Sep 2017, 17:30
a few seconds ago
MissBC:

After spending an entire week emailing and repeating myself in every email, the following transpired: 1. DHL China incorrectly filled in the waybill and labelled this as a package instead of documents. 2. As a result, the package incurs TAX through customs. 3. After telling DHL South Africa numerous times that I have no means of paying this as the channels they have as options are not accessible to me from China, I was told to please wait for a response. 4. The response paying is the only option I have. 5. No acceptance of fault from DHL. 6. Package is still in the holding station 7. It was supposed to be delivered on the 31st of August (this is part of my degree paperwork). Ergo: 1. I will post a complaint on here every day that this is not sorted out as a previous agent had promised me that this amount would be waived as this was DHL's responsibility. 2. I will be contacting DHL head office tomorrow and complaining directly to them. 3. I will be posting complaints on every single social media outlet until this is resolved.

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DHL Express vehicle damage

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

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DHL Express delivery procedure

Dear Sir,

With due respect it is stated that I am your customer today 31-08-2009 I have received a document Air Way Bill: [protected] from Berkley Colleges New York United States.
Your regional staff member of Saddar Road Peshawar Pakistan Branch called me at my home and orders me to come and collect my Document from their office directly.
So if DHL is a Multi national service so why you are not delivering the mail to home addresses of the customers. It means that the customers are responsible to get their mail from your office directly so why have you hired the delivery staff. Then at 8 a.m I have collected the document from DHL office and it bothers me so much.
Kindly ask them about this problem.
I shall be waiting for a positive response from your side.

Regards,
Muhammad Nasir
House # 1049 Sarhad
Street Gulberg # 3 Peshawar Cantt.
[protected]@yahoo.com

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DHL Express early termination of benifits

When dhl started to lay off employees signed an agreement to exstend benifits until 8/31/2009.ow 90 days before that date in this economy they with very litle notice terminated health benifits.This kind of behavior from corprate america should no longer be tolerated.

Gregg Killeen

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DHL Express poor customer services, no show

Well, Acer had set up a deal with DHL to collect laptops for repair. after waiting 10-15 mins on the phone to dhl i got my collection day, i.e. had to wait in a whole day for them to come and...no show. and no card and no apology. unbelievable.

back to the drawing board and on the phoen to dhl, no apology, in fact the lady on the line was pitching for a fight it felt, another day to wait in and...(i really am telling the truth here) no show! im now going at my own expense to the local post office to get the parcel sent off.

DHl, no thanks...

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critical1
london, GB
Feb 01, 2010 5:41 pm EST

Ive just wasted a day waiting for DHL i cal it a DNA ie did not attend, how do i resolve this? get them to deliver to the sorting office?

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DHL Express false information on courier tracking history

The tracking history for my courier says "delivery attempted; recipient not home". However this is ABSOLUTELY FALSE since I was home all day on account of this very courier delivery. I was told with assurance that I would be receiving it yesterday but in spite of repeated phone calls, they failed to deliver.

If the company is covering up their own incompetence with such LIES on their services so as to write incorrect information on courier tracking ti is shameful. I do not know what is accountability anymore in today's world!

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DHL Express international shipment

We send parcels internationally on ad-hoc basis and recently sent a package to the Czech Republic. The parcel was dropped off at their Minworth branch and paid for by credit card. We have been trying to obtain a valid receipt for this transaction ever since! All we received was an airway bill with the figures scribbled on by hand, no company VAT number. Have tried to complain to them three times but without any success. What sort of a company is this that seems incapable of issuing a valid receipt!

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DHL Express bad service from dhl

I received 11 boxes from DHL for a load of 192kg.
The nice DHL delivery personnel refused to help my wife get the packages just inside the property.
They also left the wooden delivery pallet on the public walkway, with risk to pedestrians.
Service being obviously not a company value, stick to regulations should at least be done with consistency.

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blaine mccown
,
Aug 19, 2008 3:16 pm EDT

I had medicine needed and was promised delivery by august 12. Still waiting say they cant find me I have called the company numerous times. Any other courier but DHL DON'T COUNT ON THEM OR U WILL GET BURNED!

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aaa1234567
los, US
Feb 01, 2015 2:26 am EST
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I hate thay delay my shipment

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jimhicks36
Woodstock, CA
Aug 10, 2009 12:43 am EDT
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we are experiencing similar
deliver problems here in Canada.
Kodak sent our printer ink DHL.
at work all day, no one is home
if they bang on the door.
i have called the number provided
and end up with nice people in an
office near Toronto who know
nothing and repeated calls get
different answers. 3 weeks now
and still no printer ink.
DHL may work well for 9 to 5
business but not for working
people. the last suggestion
was to have Kodack reship.
shake your head ;-) does anyone
really believe a second package
would be deliverd ? i think not.

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Use this comments board to leave complaints and reviews about DHL Express. Discuss the issues you have had with DHL Express and work with their customer service team to find a resolution.