DHL Express
reviews and complaints

Re: [protected] Shenzhen, China to Ridgeland, MS USA.

DHL customer service absolutely will not let you get through to the driver. Driver arrived with package after customary business hours 2 days in a row. I had left clear instructions with DHL (3 phone calls) that on 2nd attempt package must be delivered by 4 PM local time. But driver arrived after hours. Again. I was told by DHL rep that 2 notifications were sent that should get to the dispatcher in time to meet my instructions. I was told that I should receive a phone call or a text message. I never did.

I would never choose DHL in the future. Federal express and UPS will contact the driver directly and make sure that adjustments are made on the fly. I can't believe this company, DHL, does not follow the same policy. In this day and age when customer service is everything.

Dear Sir or Madam,

I am writing to complain about the request to pay an additional € 58.95 as import sales tax for the receipt of my files compiled in a row of CDs.

This item was neither purchased nor a gift, just details of my medical records from a hospital in the UK which believed it was safer and for privacy reasons to copy my records onto CD media rather than upload them. In my opinion, this shouldn't be taxable.

In addition, the DHL officials who were commissioned to deliver from the UK to Germany never mentioned that such an item was taxable, otherwise one would either have had to prepare or find another way to get the file out of the hospital to pick up in the UK.

As I understand it, for-profit items are taxable and in this case, it is just my personal medical records.

With that in mind, I would ask your department to investigate whether my item deserves this tax that I paid and therefore refund the money I have already paid.

The payment of import duty/tax due on your DHL Express shipment with waybill number [protected] from DR MOJISOLA EDUN.
PAYMENT DETAILS
Amount Paid
EUR 58.95
Transaction ID
[protected]-2465450
Payment Date
22.06.2021

SHIPMENT INFORMATION
Waybill No.
[protected]
Address
GOTTHARDSTRABE 96 APARTMENT 163 GERMANY BERLIN 13403 BERLIN

Thank you for paying online.

Dear DHL,
I refer to Way Bill # [protected], which was sent from Tegucigalpa, Honduras to Washington State in the USA. The package contained sediment samples that had to be refrigerated and they were packed with sealed icepacks.

Despite having taken precautions to send the samples on the first flight on a Monday so that the samples would arrive as quickly as possible, we have now learned that they have been sitting in MIAMI for a week. DHL was paid nearly $900 for the service and I cannot understand how in the world your staff could allow the samples sit in Miami for a WEEK...and with no notice whatsoever to us, your clients.. Hugely disappointing..

While I have always had good success with DHL, it may be time to look for another courier, because this is completely unacceptable and we have much more work to do in Honduras and we need a courier that we can trust...

Sincerely fuming, Joe
[protected]@ensomeinfo.com

My DHL shipment of painting sent from Singapore, arrived at sort Facility Cincinnati Hub-USA on 5/28/21. Cleared custom at Cincinnati Hub on 5/31 with tracking number [protected]. I have patiently worked with multiple customer representatives since beginning June, filed multiple tickets to have someone look into shipment and got zero help, zero update. Escalated to Michelle Ticknor of DHL Express Executive Response and Social Customer Care team. Worked with her for a week, ZERO result, ZERO update. Got passed on to her subordinate, Melissa Stack to deal with the case. I then ask to escalate up their management and got Robert Nielsen. He told me warehouse lost my shipment after "DHL Cincinnati Team has pulled the security footage from when your painting was removed from the container and the operations team in that area checked". He said the item has been scanned but team can't seem to find it. Said will try to look one more time, but after that there's nothing he can do. Unbelievable!

This a copy of an email I sent to Mr Gallagher and thank you for your time.

Hello Mr. Gallagher,
This message is more of an FYI. I honestly feel as though a company like DHL could offer a better response regarding their customer service and provide more consideration towards their customers. I worked for Washington University in St. Louis for 27 years in admissions. I do not mention this because I am trying to get a pat on the back but to convey my experience with the public.
Here is the response from DHL.
Dear Delise:

I hope everything is going well. I'm following up with you in regards to the investigation on the AWB listed above that's been opened up on your shipment. I do apologize to inform you, that per our delivery station, the driver delivered to an incorrect address and was not able to successfully recover the shipment.

The delivery station has closed the investigation and confirmed a claim needs to be filed with the shipper at this time. I apologize for any inconveniences this may have caused you. I will now be closing the inquiry with no further follow up. If you have any questions or concerns feel free to call, please call [protected].

Thank you for contacting DHL.

Best Regards,

Terry Wright
Customer Care Advisor

DHL Express

1910 W Rio Salado Pkwy

Tempe, AZ 85281

USA

Phone [protected]

terry.[protected]@dhl.com

www.dhl.com

MyDHL.com

I really believe the wording could have been more professional and showed a little more compassion. My apologies for disturbing you.

Thanking you in advance and have a marvelous day.
Best, Dee
Delise LEPOOL

[protected]@gmail.com

On 19 April 2021, I made an artwork purchase from an international artist (Afremov) from Cancun, Mx. My DHL Express info is: Waybill No.
[protected]
Delivery Address
**** Wardlow Ave
California CA
SAN DIEGO
921***, SAN DIEGO
[An earlier order at the start of April c/o UPS Global for 2 packages, was picked up and delivered to San Diego & Parker, CO in 9 days.]
This 3rd order was picked up by DHL on 25 April, arrived at the DHL- Cinncinati hub, on 29 April; to be delivered 5 May. I contacted DHL on 5 May when a last 2nd email informed me that the package was being held as an "exception, " at the hub.
My canvas print remains in Cincinnati, OH to this day (6 June 2021.) Contacted DHL on 4 may by chat, had limited support fr rep. On 5 May, a helpful Colombian lady rescheduled delivery for 6 May; submitted a request for a phone contact fr DHL. The email response was peppered with excuses: a backlog due to international excess, especially fr Asia and Latin America-- finally to watch the DHL tracker.
Further the email shared no solutions nor expectations for a resolution date; was peppered with excuses and very unsupportive. Additionally my case was closed with this unsatisfactory, non-service or solutions contact. Contactsed DHL again on May 20 & May 24th.
Approx at that time I've been tweeting about the situation with on the DHLExpress', listing the number of days my package has been stalled, OH.
As of Sun, 6 May my package has been held hostage, 37+ days!

Have multiple emails, a screen shot of their first response on 5 May, and have used Chat & Twitter DHLHelp to solicit non-forthcoming support.

Today, May 24, 2021 at about 6:45pm a driver parked in the middle of our road, completely blocking access to drivers. There was plenty of room to park on the side of the road ahead or behind the van that was also parked on our road. The DHL driver very slowly walked up the driveway (where she also could have parked her truck), dropping the package on the wrong side of the property owner's closed gate. The gate is a long one across their driveway. Instead of placing the package at the side of the gate where the owner could open the gate and pick up the package, the driver placed the package on the opposite end to cause the owner ( who is an elderly lady) to have to wait for the gate to completely open, walk completely around to the other side for the package. It appeared that the driver was too lazy to walk to the correct end of the gate.
When she saw my car approaching she could have hopped back into her truck and moved over so I could pass, but instead she just stared at me and very slowly walked up the driveway and back. An obvious attempt to be very rude.
I hope DHL cares enough to deal with this type of attitude.

I spent a week to sending my parcel from London to Winnipeg, I am surprised it is express service. And, I got the message of dispatch my parcel, then my whole family waited at home for whole day. Finally, I got another message, no one at home then my parcel cant delivery. What is [censored]ing DHL? I stayed at home and waited, and No one call me, just got a message"No one at home"? I have to sleep in front of door and let DHL drive see me.
I called customer service, they mentioned the driver didnt know the door access password, then cant go inside the building. Another surprise... I have to provide the password of main entrance if using DHL? Until now, I still haven't got my parcel, I think I have to sleep outside and wait for driver. I hope Dont let me sleep too long time.
I will post it in different social media, to share my experience and to remind people providing "entrance password" if using DHL. I am really angry with that.

On april 23rd i was told by seller my package has left and was picked up by DHL ecommerce and to expect it in 7 to21 days (adjusted for covid im told). It got to the intake center on the same day at 7:46 pm. Turn around they claim is 48 hours. Its been almost 21 (tomorrow is 21st day) days since, multiple calls to support only to get a scripted "sorry you need to talk to the seller if its been over 48 hours since its still not in our hands", how hard is it to call around to find it? You say on your site mile stones you scan. Whats that pickup and hand off? I know that its not in the sorting center cause you did this last month to me and despite saying its still at the reciving center it arrived 8 days later. Why is this one not here by now?

I witnessed a DHL driver in a branded van driving at high speeds through a neighborhood. They were traveling east on Freedom Way NE (Albuquerque) through the light at Ventura Street NE and finally trying on San Rafael NE. I estimate they were traveling at 45-55 mph in a 25 mph area. This is extremely unsafe with the children playing outside and families walking around. I did see them returning on Freedom Way NE to Ventura at a much more reasonable speed but, again I do not know their exact speed.

My parcel was collected on the 9th of April 2021 between 1 and 2 pm - [protected] - they cannot find it, then they send someone to collect 2 weeks later...? Told the guy but you collected on the 9th of April? I received an email in this week to tell me that they were there to collect but nothing was ready for pick up! Becsuse it was picked up on the 9th of April! I have sent the email from the buyer where it stipulates that I have to call the morning of the 9th to confirm collection, I have sent my phone call register to show that I called the morning of the 9th, on which they confirmed they are picking up, I told them not to collect between 1 and 2 pm but yet they still came when I wasnt there personally and my friend gave them the parcel with all the papers required as its going to USA! I have sent the labels and invoice with all the info that was on the parcel and its now about 3 days later still not getting any reply! So clearly they have lost it, how do you loose a parcel, its pathetic, I want to get hold of someone higher to complain to and Im not taking the loss! Service is pathetic and with the numerous calls Ive made, I was told at one stage its at customs and they need to open it up, but now Im told they tried to collect 2 weeks later from the actual pick up date of the 9th, looks more like covering up your mess! Not letting this go! Bella

My package (tracking #[protected]) has been sitting at the Cincinnati for over a week stating "exception." I have called repeatedly and finally arranged to pick up the package myself at the service center today on Mineola Pike in Erlanger. I am supposed to be notified when the package is ready for pickup; however, I received no contact yet. The estimated delivery now states that it will be delivered by 5pm today (May 3, 2021). I waited on hold an hour and ten minutes last night only to be told that they do not have sufficient personnel for deliveries and are very backlogged which is why I called back to ask if I could pick up my package. When I called again today, they said there is no guarantee that the package will be at the service center for me to pick up today because they are so backlogged. I am totally frustrated and just want my package.

My friend David Francis from England said and info with me that I have a package, and he took me to pay a 40, 000 pesos for agency fee and 12, 000 pesos for the delivery fee, but two months ago ends I didn't receive any package from him..

I ordered a shipping [protected]) from Germany to Colombia and the estimated delivery date was 1-2 business days. The package was collected on April 8th - estimated delivery April 13th.

April 8th and 9th I was getting a lot of tracking updates, leaving Germany and arriving in UK, I even got in advance the taxes the Colombian branch asked me to pay on April 9th and payed right away.

After April 9th, I got no updated anymore. The estimated delivery date then became April 14th, but no delivery updates.

So on the estimated delivery date I got in touch with the Colombian branch to check-it out and they told me that the package was still in UK due to a "weather condition". I research about it... No problems with weather whatsoever and it is pretty rare that a weather condition lasts 6 days.
I then called the Germany branch and they said they would get back to me.

Today, April 15th, I was able to get in touch with both the UK branch and Germany. The UK branch said it was a weather condition from last night (the package is there for 6 days) and It will be in the next available shipment. The Germany branch got in touch with me and said that they can`t tell why is there and weren`t able to tell me when it will be shipped. If there is anything else they can do... WHAT A JOKE!

I get delays, but I was hoping that by paying this really high price for an express delivery, they would be able to give me accurate information about my package. You have a company that can`t tell the customer that the package is delayed (If I didn`t call them I wouldn`t know), why is delayed and when it will be delivered and basically tells you laughing on the phone that there is nothing you can do about it.
It is the MAX in lack of good customer relationship.

The tracking information is very inaccurate. On 4/8/21 at 11:10 tracking showed the package was in Cincinnati Ohio, then at 12:15 it showed that the package was in Middleburg Ohio. How could it that fast? It's a 4 hour drive. I contact customer service and was told it will deliver by the end of day that same day. I never receive it. Then I called the following morning. Where is my package? I'm then told by DHL customer service that my package is in Cincinnati still. I am also told that it will be delivered by end of day that same day. The end of day comes and still no package. I call again. I'm told the package is in Cincinnati still. This is expensive lab equipment we need. Now I'm told next week maybe Monday or Tuesday and the tracking still says it's in Middleburg Hts. which it isn't. I will never use DHL again Period.

Worst delivery service out there.

Hello,
I purchased 1 kg of fresh black truffles from Italy. The parcel was shipped with DHL on March 22.

On March 23 I received a message notification to pay the customs fee, which I paid on March 23.

On March 24, somebody called me from DHL asking me if I have a broker and if I don't have one, they can represent me, once I signed a power of attorney to allow them to handle the necessary paperwork to clear the customs. I signed the power of attorney the same day. At this point, the tracking showed that the package will be delivered on Thursday March 25. As these being fresh truffles I expected to receive them on March 24, in 3 days, but 4 days was acceptable as well.

This is when I entered in a Kafkaesque universe, where everything I did, proved to be futile.

March 25, excited to receive the ruffles by the end of the working day. But when I checked tracking I noticed the delivery date was removed and no other date was posted on the site. I notice the package was still not cleared and that additional documents need to be provided. I called DHL right away asking about the missing documents, but international broker specialist I got on the phone assured me that this is just an expression that stays on the tracking document until I receive the package. I had to trust her. The next day, Friday ( the 5th day after truffles were shipped, I checked again the tracking and saw the same message. Item is in clearance and additional documents are needed. I called again to ask about the documents, when a rude international broker specialist told me that there is no need for additional paperwork as they submitted everything and that I won't receive the package on Friday, as even if I get the clearance, DHL is closed over the weekend. I explained that the truffles will go bad if I received them after 2 more days, and she said that if I am that anxious to receive them, she can send me paperwork to sign so I can renounce to their representation. I did not want that as at that time it was Friday afternoon, and the customs is about 170 km from my home. had no other option than waiting to receive them after the weekend and hope that not all will go bad.

Over the weekend March 27 and 28 I received messaged on my phone about a clearance event. It was the first time I got them, so I thought that this tells me the package was cleared and will expect to get it on Monday.

Monday March29 I checked tracking and the same message about missing documents was posted. Called the agency again, just to be told to be patient because they just sent the paperwork and I should get the package soon. Tis is when I realized that somebody was lying to me the hole time, and that actually they did not submit the paperwork on Wednesday March 24. BY now I sent quite a few emails and spoke with a lot of "international broker specialists" just to be passed from one to another, whiteout any real help.

Tuesday, March 30, I received an email asking me to pay an additional 18 dollars in order for my package to clear the customs. I replied asking them why I was not told to pay the fee when they apparently sent the paperwork Wednesday March 24, and that by now, the 18 dollars will just bring me a package of decomposed truffles. As I lost trust in the agency by then, I wrote them back saying that will pay the extra fee only if they show me the documents they sent to the customs, with the date stamp to verify that indeed they represented me in a correct and timely fashion. Until today, April 5, I did not receive any proof of their representation.

Wednesday, March 31, more phone call and emails. By now I cc-ed all the email addressed I had access to.

Thursday, April 1 - 11 days since the truffles had been shipped and the same tracking clearance event posted on the website. I received an email in that afternoon with explanation for the surcharge of 18 dollars, due to the food inspection that had to be done for my truffles. Most likely this is the missing document needed to clear the customs. By then I lost hope that I ever get the package, so did not want to pay for a box with very expensive compost. April 1 was the day before long weekend, so even if I paid the 18 dollars I had to wait at least 3 more days to get the clearance to receive the package by Tuesday - a TOTAL OF 16 DAYS SINCE the package was shipped form Italy, exactly the shelf life of a fresh truffle if is kept in dry and cold environment, usually covered in a rice and kept in the fridge.

Basically this happened and I expect a fair resolution for my complaint by being refunded the amount of dollars I paid for this order. At your request, I can submit the proof of payment.
Please let me know if you need more information as I kept a trail of email exchanges and phone conversations with DHL express for the duration of this nightmare.

Thank you!
Sincerely, Monica Stanciu

Customer service staff unable to issue pdf invoice including my vat number, for weeks, waybill [protected], my vat [protected]

I believe Lexon Industries is under estimating shipping weights for the sole purpose of paying DHL less for express shipments, then overcharging customers on the same shipment. Please see the attached shipping slip. The declared weight of the 40x10x10 package is .5 KG - the box contained 34 field hockey sticks. Actual weight of the package is 18.4 KG. Lexon charged me $264.00 USD to ship. Actual shipping charges calculated on your web site for a 40x10x10 package (.5KG and 18.4KG) are much less than the $264.00 USD charged.

I believe this is standard practice as I have received similar quotes and charges.

Please look into this. If you need additional information, please contact me at [protected]@roarhoco.com

-Jim

Account Number [protected] and Invoice Number AVM0270177

Subject: Fraud and bullying by DHL

Dear Sir,

I bought an item worth 26£ from an Indian seller on ebay, who shipped it to the UK using DHL. I disputed the excessive charge of 16£ for a 26£ item and got a response from David Gregory, DHL, who promised to waive off the 11£ admin fee. I then agreed to pay the 5.32£ fee

I now get a letter from a debt collection agency asking me to pay 27£, including an additional 11£ admin fee. I feel DHL is dishonest and potentially involved in fraud. You have not shown me proof that you have even paid a single pound in VAT.
I will write to HMRC VAT fraud section and all possible public complaints board. On how DHL has managed to charge me 27£ for a 26£ item, well done fraudsters
Kind Regards

M Fernandes

The above AWB parcel was sent from UK on 2nd Feb 2021. It arrived at DHL Sao Paulo, Brazil on 4th Feb. I followd up on the parcel through tracking and was informaed on 9th Feb that DHL needed my Brazilian CPF number. I supplied that and was then informed that the parcel should be with me in 3 to 4 days. I kept checking on tracking over the next 10 days and asked several times why it was taking so long and was informed that it can take 20 days to clear customs. The parcel arrived at my address in Brazil on 26th Feb p.m.
I was surprised to find that there was a surcharge of R$541 to pay.
This parcel cost GBP60 to send from the UK. The item in it has a value of approx R$8.
I left the parcel with the courier to return to DHL until this ridiculous charge is removed. How can DHL justify such a large surcharge on the item