DHL Express
Reviews and Complaints

I was on 2.5 weeks leave when DHL sent the invoice. After I returned, I took a couple of days to clear my inbox and finally got to the DHL billing email, I submitted for processing. Then I received another email from DHL SECURE CREDIT CARD TEAM, saying that our account is under suspension. I replied to this email apologizing for the delay and explained that I just returned from my leave and had submitted the invoice and that the payment would be processed on Friday. Our payment run is on every Friday. To that, this DHL SECURE CREDIT CARD TEAM replied -

"As a one-time exception, we will extend the deadline until Friday, 21st February 2025.

If payment is not received by then, we will place the account on credit stop."

Does this employee think he/she is a big shot? Fancy threatening us with these statements over a bill of $54? Putting our account on suspension and on credit stop? Does DHL think that they are the only international shipping company in Singapore? We are not owing them millions for months, for goodness sake.

I am not impressed with DHL's attitude on this.

Terrible none professional they make me pay very expensive my 10 kl they say all included than I received a message that I have to pay DHL for the douane of the the boxe I send who was around 200 eur value !? They say pay before it reach Italy ! Why they didn't let me know before I send it !? Now I m going to ask to bring me back my boxe noway I pay 500 euro I m in choc

I sent a broken SIM card from Shanghai to Warsaw, indicating a symbolic value of $5, as it has no market value. I paid $100 for shipping, expecting at least decent service for that price. Imagine our surprise when, upon delivery, they demanded an additional 100 złoty (~$30) without any explanation, documents, or breakdown of charges! The courier simply showed up, demanded money, and left immediately when we refused to pay.
We contacted DHL’s customer service — some agents admit the fee is unfairly high but say there’s “nothing they can do.” We were especially shocked to learn that three days after the delivery notification, they’ll start charging an extra 50 złoty per day for storage!
Bottom line: this paid delivery service ends up costing a fortune, and the recipient feels powerless. I wouldn’t recommend DHL to anyone, especially in Warsaw. If you need to send something valuable, look for alternatives. For this price, you can get far better service

Absolutely diabolical handling of shipment, follow up and customer service. Shocking to think this is a service that cost me money! Its taken over 24 days to get a simple payment link for duties for a shipment that should have been delivered before Christmas.

The slow responses and unwillingness of staff to proactively follow up is shocking. Despite numerous escalation requests, the issue is no further. Shocking and appauling!

Urgent Complaint Regarding Parcel 9608625920

Dear Customer Service Team,

I am writing to formally complain about the delay in processing my parcel with tracking number 9608625920, which has been at the DHL office in Cuba since November 4th. Despite this, it has still not been entered into the system, causing unnecessary delays.
This parcel is intended for delivery to the Canary Islands, Spain, and the lack of system updates is preventing me from tracking its progress. I chose DHL because of its reputation for reliable and efficient service, but my current experience does not reflect this.
Please treat this as a matter of priority and respond promptly. I look forward to your immediate resolution of this issue.

Sincerely,
Graciela Martinez Gonzalez

I’m posting here to share my recent frustrating experience with DHL in Germany. I shipped a package through them (it was a return), but they lost it and gave me a wrong tracking number. I've tried contacting their customer service multiple times, but they keep refusing to help or take responsibility for the error.

I’ve provided all the necessary details, and still, they won't acknowledge the mistake or assist me in locating my package, since the tracking number is not under my name. It’s been incredibly frustrating and I feel completely stuck. I have been trying to fix this since August.

Has anyone else experienced this? What can I do to escalate this further, or get any response from them? Any advice would be greatly appreciated!

I have called more than 23 times, sent many many emails and I don´t get anyone to solve it. Zalanado Lounge refuses to help since they cant prove I used their shipping number.

For more than a week I am trying to receive shipment under number [protected] from DHL Serbia. The total cost of shipment is 100 euro, they want me to pay 30 percents of tax. Even more - they send new paperwork every day (all in Serbian while i am english speaking and they perfectly aware of this). They even asked for the copy of my residence permit - what for? The representer of DHL talks rude and toxic - after I asked for her supervisor she replied "You don't have right to call for supervisor because i am right" - can you imagine anyone from DHL service talk to the client like that? I am DHL client for more than 25 years, in more then 40 countries - I've never had experience like this one. And I didn't received my package so far.

I sent a pair of shoes, 2 pairs of trousers 2 shirt and some multivitamins to Nigeria from Australia. DHL sent message that I have to pay 112.581 Naira as customs duty. I told them that this money is too much and I requested to speak to the managing director in the name of by name

Muyiwa Adeseyoju but they refused that I can not speak to him. They customer service representative ignored me on the phone and later hung up. I called again and again same thing was happening. They kept frustrating me. I requested Nigerian customs services account to pay they money since they said custom impose the duty fee but they refused that I must pay it into DHL account. I requested to speak to a member of Nigerian custom but they said I can not speak to them and that I can only speak to DHL. I requested they return the items to me back to Australia but they refused that they can only return it only when I pay the duty fee. At this time it has been 7days since they withheld the shipment. I have no other choice than to pay this money today and still waiting for them to deliver the item. DHL Nigeria is highly corrupt. I guess no one is checking the activities of the workers presenting themselves as custom declarant or custom manager. These guys are highly corrupt and I believe they will share this money among themselves. This is a criminal act. I will advise everyone all over the world not to use DHL for any shipment to Nigeria. Their lagos staff are highly corrupt. They refuse to let me speak to MD because they know they are doing the wrong thing. Please stay clear of this service. Use other courier service to ship your goods to Nigeria. I am going to write a compressive google review about DHL Nigeria. I am going to use social media platforms to deliver my message to people about DHL lagos Nigeria. I am also glad someone else has made complain similar to mine here

We did not receive our package from India, which is still showing delivered over email and text message, however we did not receive the package. It is surprising how it can be delivered at a wrong address and received by any one who is not the receiver. Imagine when there are no customer care which can resolve our issues. There is hardly any way where we can reach and talk to the Call centre number provided by the DHL.

Our important package from American Express is still NOT DELIVERED and there does not seem to be any means or possibility that they could resolve this issue.

Thank you.

Payal

299 Whitney Ave,

Hamilton ON L8S 2H1

416.875.5117

I sent a parcel to Philippines using DHL.

It arrived in Cebu and there it stopped.

Kevin contacted and told me i must pay 47,000php of he will keep the parcel.

DHL is guilty of theft dishonesty and bribery.

This is second hand property being returned to the owner. Its not even worth

47,000php.

DHL Philippines has no honor or integrity. Keven at DHL Cebu is nothing but a

thief and a low life

Customs are just money hungry [censored]! We have been waiting for our shipment since 4th of August and they are holding it for ransom. We sent payment receipt showing how much we paid for it and a invoice from our supplier. The packages are not even for sale, they are for our team to be able to do their job. Even after we agreed to their ludicrous demands just as this had gone on for too long, they still have not released our product.

Will be looking at a different company for our shipping needs because these guys are corrupt.

Wednesday 16th of August we sent the invoice from our manufacturer and receipt that we had paid it.

This is my first time have a lost package with DHL and the customer service is horrible. My package shown arrived in Jacksonville, FL on 8/3/23 and I reach out on 8/15/23 to find out why it has been over a 10 days period and the tracking still show in Jacksonville location. What kind of a logistic system that the package does not show a finished delivery yet no one responsible to reach out to the recipient to find out. After I reached out, the person handle my case is Samantha and her extension is x53127. She texted me the first time on 8/16/23 with her extension to call back. I tried to call her back several times and every time Robert at extension x54308 picked up. For the next 3 days, Robert kept promising me that the team is tracking and let me know the progress and unless I called no one reach out to me.

I tried to call Samantha again no luck after the 5th times with her extension and all I get from Robert's excuses for her is she is too busy to pick up my call. I asked Robert to connect me with her supervisor. Monica, the supervisor called me while I was at work and left me a text to call her back at [protected] with no extension number. I tried to called back and not one know her name and there was no last name either. I called the other service number [protected] but no one know either. What kind of an organization is this? From the top to the bottom, no one taking any accountability whatsoever. Today, Samantha finally messaged me Not call by the way to tell me that the package cannot be found and that she will close the file. She tell me to reach out to the shipper for further assistance. If she was my employee, today would have been her last day. The only reason why a business is still in existence is for the customer. Over 250,000 employees at DHL would have to seek employment else where and here you have a customer service that doesn't care about the customer concern for their package.

I can see this is going on with USPS because it's a US government based where the employee and the manager doesn't really care. But this is publicly trade company like UPS and FedEx. You should be more responsible and has better accountability. I checked the Better Business Bureau and it's sad to see that DHL only have 1 star with over 800+ complaints. I guess why I'm not surprise.

I have 3 shipments from UK to Manila

(Shipping from UK May, and now July 2023)

all my used items they report as new. and must be taxed (even though all the goods in it are used goods)

3 delivery they reported the wrong taxes. they report the total price from 3 shipments to 1 shipment (they asked me to pay 3x tax per shipment)

and they do not admit their mistakes. 1 of my 3 shipments was held up and my shipment was returned to the UK

1 of 3 shipping taxes cannot be revised, the reason has been processed from being sent to the HDL warehouse

and asked me to force them to pay, even though I kept saying that I had reported the wrong tax. until my goods are detained and returned to the UK

The other 2 submissions they tried to revise but asked for a lot of new data (and an affidavit reported by the wrong customer)

one of my shipments asked for high taxes, the total price of the goods in 1 shipment was only 34,215 pesos (this is my personal item, game equipment that I use more than 2 years) but they asked for taxes up to 4,523 pesos for my second hand goods

and finally 1. currently revising taxes. took up to 2 months and still not finished. today is June 30th

I don't know what i should to do anymore, is it all too difficult to ship used goods in the Philippines?

who handled my clearance with Mr.Paulo and Ms.Marilou Magat

Mr.Paulo was a bit helpful and understanding

I purchased a few items for my daughter's birthday from within the United States that she had wanted. I had the items sent to a US Post box (a freight forwarding company in the US) because they would not post the items to Australia. I received a free item with one of my purchases. On the commercial receipt the item was represented as a free item with a zero dollar value. I selected DHL as the courier to ship my delivery from the US to Australia. The total of my shipment was AUD $775. However DHL Duties asserted that the value of my free item was deemed as USD $200. This took the value of my total shipment to over AUD $1000. DHL then subsequently raised a penalty in taxes and duties of AUD $277. I provided DHL Duties team with the bank transaction and all tax invoices to prove the value of my shipment was only AUD $775. With regard to the free item with no transactional value, I provided a cached screenshot of the online store website to show the value of the item on the date of purchase was only AUD $172, not USD $200. This would take the total of my shipment to AUD $947. Being under AUD $1000, I would then not have to pay the additional duties and taxes of AUD $277. Despite requesting for my case to be escalated to a manager and contacting and emailing daily, no one will get back to me to explain how they assessed this free item to have such a high value? If no actual process or procedure exists then this decision would appear to have been made indiscriminately and is an unfair process. I am seeking answers but no one will discuss this with me. As a single parent, AUD $277 is not an insubstantial amount of money.

At the end of June 2023 I sent a small parcel to my family to El Salvador, DHL didn't deliver it because they were asking for taxes fees but by Law in El Salvador, small parcel send to relatives have the benefits to exemption of payment. But anyway, DHL El Salvador still charging, receiver agreed to pay it, she just asked extra time as she needs to wait for her next salary, went she went to collect the parcel and pay, she was told that the parcel was send back to me, and told that the reason why didn't deliver was because in the parcel I didn't put her surname. Which is impossible how I am going to send a parcel without receiver's surname pots office won't accept.

Tried to contact DHL El Salvador couldn't do it, I called DHL Australia very rude told me not reason to call if they didn't pay.

People who work at DHL in HAITI DEPARTMENT ARE THIEVES..

Why would DHL hired a lot of thieves & lower class people at the Haïti office that’s asking customers for extra cash just to pick up they packages?

I sent out my secretary down there to pick up a package & they told her she need to pay some money upfront if she want to claimed my package.

They came to my door with an order an I saw them with a package an thought that can't be mine I even ask them they couldn't even tell me the name on the package h e just hold it up to the door screen said is that your address yup well sign it happen to be my roommates why not tell me the name instead of being rude . Then when I went to sign I ask him how do I sign it first of all I haven't sign anything in years an rudely he said use your finger an just sign very impatient with me so rude he seem to have some ms man problem for sure I was about to give him attitude but decided to keep quiet I told my roommate never use dhl service again . Plus the package he got to find out was my cats grave stone my cat had passed away was a gift for me an that man had to make my day worse .

DHL delivered a document of mine to the wrong address. The DHL rather stupidly insistent that the courier was at the correct location despite the image not being of my house. They have not sought to retrieve and have taken no responsibility. This was a sensitive personal document that took time and expense on my end, so not something can can easily be recovered in terms of cost.

DHL Express Philippines is running a scam.

December 2022 I had a package sent to me from the US. DHL is wanting to charge me upwards of 85k to get my package or they will abandon it. 85k is clearly not a fair price and payment by sender was already made. I’m willing to pay what I need to but at a fair price. They are threatening to auction off my package.

DATE 09/29/2022 Pkg stopped by Customs Erlanger KY. Talked to customs many times and they report in DHL API abandonment or something like that. Recvd letter, sent it back to get my items. Still have not received this shipment. Its almost 2023. Some of the items support a nonprofit organization and promote my business. Where is my package?! Remove designed Bengals items but please send me the rest of my bags!

Hello,

This claim is addressed to supervisors of Customs contact group for Serbia, Belgrade.

I have to report careless, negligent and irresponsible attitude of Nemanja Tosic, the Customs contact group clerk.

From the very beginning of my packages clearance there was/is zero initiative from the clerk. Moreover, I have to make numerous reminders (via chat service, customer support phone and email) in order to get my case moving. Particularly, I had to ask twice (!) to receive forms to fill for customs clearance. After that I had to remind 3-4 times to get confirmation that my documents have been received by the clerk. I had to make 5 (five!) requests via chat support, phone support and direct email to receive a phone call from the clerk (since he is never available at work place, so I can reach him). Nonetheless he never called after all these notices. Finally I managed to reach him by phone. To my surprise I have found out that he didn't notice half of my documents. Neither has he apologized for my wasted time. After the documents have been found and discussed, I have sent three more files that were missing. It was on 28th December, morning. After that I emailed twice to get a confirmation that documents have been received. Today is the end of day 29th - still no reply – for two workdays! Again I have to call the support to remind this clerk to pay attention to my case.

This quality of service is totally unacceptable. This is nowhere near quality of service I got used to in DHL Germany. Moreover, this is much worse than ordinary state mail service (who calls you and takes care of your requests).

Regards,

Alex

I traveled to Mexico during Thanksgiving and purchased insurance for the three boxes to ensure proper packaging and handling of the pottery I purchased and shipped. Boxes had lots of fragile stickers, pottery labels, handle with care stickers and so forth. All arrived damaged and every content completely broken. We opened these boxes in front of the DHL representative at the office and they did not care one bit to see our goods coming out of the box broken. Did'nt even offer to assist in where we could file a claim since I paid 475.00 of shipping and packed items within three boxes to secure no cramming. We submitted claims to DHL in Mexico as we were instructed. No one replies to your emails, they lie about them not able to receive the pictures you send, they tease you back and forth as if they are wanting to help but never give you an email to personally communicate with someone else. Their emails come back as UNDELIVERED. Time after time making a phone call direct to Mexico and they just tell you someone will call you within two hours and they dont. They closed my claim the moment I initiated when I had 30 days to continue my claims. They told me I could do as I pleased to resolve this referring to filing claim or suit. Please trust me, DO NOT TRUST DHL.

I have shipped a watch to UK under AWB [protected] and I'm asking for the Proof of Delivery with receiver's signature, and they cannot provide.

The customer service representative just insisting that their UK team called the consignee and confirmed that the item has been received.

As I believed that upon delivery or collection it is the DHL SOP to let the receiver sign as a proof that it has been received.