DHL Express
reviews and complaints

Shipped out from Yangon: 04 Dec 2017
Tracking number: [protected]

Hanoi customs is holding my shipment of personal items and is refusing to release these. Their claim is that there should have been an immigration form that should have gone with the document. This was never brought up when I was arranging the ship out.

I am very surprised and upset that this happened from a refutable company.

Now they want to send back my boxes to Yangon. I am no longer there. Can you please arrange that these be sent to the Philippines? At no additional cost.

The Vietnam government will also charge for the time the items are pending in their country. This is not my mistake. DHL should pay for this penalty.

Please contact me urgently at [protected]@gmail.com for the address in the Philippines where it will be sent. Please update me as well in the resolution.

I realise it is difficult to monitor a branch in the Turkish Republic of north Cyprus, as North Cyprus is still unrecognised territory. However, your company is active here, so I would have expected the same worldwide renowned service. I called your DHL office in North Cyprus last Wednesday to have a parcel collected. I have called several times to find out when my parcel will be collected, to be told 'maybe today, maybe tomorrow, we are busy'. I called again this morning to be told that someone came to collect on wednesday and that I did not answer my phone so he left. Which is a lie. The staff are rude, unapologetic, and if this is the way DHL conducts itself I will not be using your service. I have recently bought a majority share of a company, and within the first month, I have had serious problems with overseas accounts as I cannot deliver the goods I have promised. this has without doubt, profoundly impacted on my company negatively. I cannot articulate how angry I am.

Attention to DHL Management:

I am writing because I want to complain to one of your employees in DHL - Ramos Branch, Cebu City Philippines, Male, (Name To Follow) due to his carelessness. I am sure that you all have the checklist of the requirements that needs to be submitted once you will process a certain document such as DFA Authentication (Red Ribbon). Now, I am presently in Qatar and have requested my niece to process DFA Authentication for the Affidavit of Parental Consent of my Marriage and CENOMAR on my behalf. I have been repeating the process of these documents for four times more or less because of this careless employee. We admitted that the first two mistakes were from our end but the remaining two was from his negligence. We have been paying to send these documents back & forth to Mindanao just to get these papers processed in DFA but the last mistake was a wake-up call! Did he even consider that to process in Mindanao, you have to travel to another city, spending too much money because of his carelessness to check the papers before sending it to DFA. I believe it is your task to check the contents of the papers between the lines and inform us of what to amend all at once but not ONE BY ONE. We also have a papers that will expire here in QATAR because of this employee's carelessness. My premarital exam will go to waste because of his carelessness. I am too much furious because of what I have experienced in DHL. We have sending back and forth the paper requirements for four times for Pete's sake? This employee obviously does not care about the money and the time that we have to spend. We have a deadline because these papers have expiration. If you will not look into this matter seriously, I swear I will make a move for DHL to correct this certain employee. Please be considerate with the customers.

I received an email from DHL representative named Purnama Alam.
I have been using DHL service and never been this disappointed with the service and miscommunication which occur this time.

I send a 2 kg parcel to Barcelona to my client and has paid around IDR 2, 4 million and been informed the parcel has been shipped back to Indonesia because the received does not own the sanitary document but when I confirm to the receiver they actually own the required documents but there is no notification from DHL to them that the goods have arrived and been shipped back without any confirmation from both parties .
I have contacted DHL customer service but to track what actually happen if they have contacted the receiver can they give a name or email confirmation? But DHL could not give any proof.

I ask a favor to ship the goods back because it is part of DHL negligence but I receive response from the customer service that they could not help anything meanwhile worst the parcel shipped back with different AWB number and required me to provide them an import certificate in order to release the package.
I totally do not understand how could this happen.

I am a patron with DHL so far and have never been this frustrated and disappointed with courier like this before.

They DHL representative nor customer service provide any helpful assistance hence they just avoid the duty and responsibilities which is ashamed for such a big and creditable company like DHL.

I sent a wedding dress to Sierra Leone on the 11/20/2017, and I was told it will take three days to get there. Up till now the dress is not there. I am so mad right now, because I paid a lot just for the dress to get to my sister on time. I want to know why i paid so much for service that's not effective and efficient. Why i was given wrong information regarding shippment? Also, why my stuff is taking long to get to Sierra Leone? Finally what you guys can do to help me out ? cuz the wedding is on Saturday 12/2/2017 and i want my sister to get the dress by Tuesday.

I send a document from Maputo to Gaborone on the 22nd of November and was supposed to be received on 23rd, till now checking the tracking it's still in Maputo, i called Johannesburg and Gaborone they said its not received and should be in Maputo still, i need to know where is the document which is required urgently to be received by the other party. The AWB number is [protected]
Can you please advise the status,

I have a package that has been delayed for a week. Everyday I receive a phone call from DHL saying my package will be delivered today and then another call saying my package has been on hold and I have to pick up the package at a DHL location. Tried to call customer service to has this problem solved and was told someone will call me in 2 hours and never get the call. Called the customer service again this morning and she's very rude and not even trying to help solve my problem. All she can advise is to track the package online and call them back again if I don't get my package today. I'm already doing this for several days and it is a totally wasting of my time. She's not willing to open an investigation for this case. She's also not willing to transfer me to a supervisor, nor can she provide an employee number so that I can report her poor service. Very disappointed with the service from dhl.

requested a quote at the counter. The guy (Alexander Figueroa) quoted me US$68.00 for the service to send the package to California. He requested me to go home and fill out the detaills using the DHL form from the web. So I did. Returned next day and proceeded with the Courier as required. DHL Panama sent me a bill a couple of days later for the amount of US$106.38.
I complained that the quote from Mr.Figueroa was US$68.00 and that they invoiced me US$106.38
A gentlemen called Emilio Rogers sent me an e-mail in which he tells me the following: " I understand you are unease on your last Courier shipment but this shipment was sent with your corparate account with DHL which has the benefit of 30 days credit to pay and your quote that was done at the counter is for customers that do not keep an account with us, therefore the charge is correct."
So very dissapointed with the fact the people without an account are given a better price and seems to me, Reading from the above answer that the 30 days credit meant an over charge of 56% for the 30 days credit.
Another conclusion is that we are better off if we do not have an account with DHL as it would be cheaper going through the counter.
So Mr. Rogers insist I pay US$106.38 eventhough Mr. Figueroa quoted me US$68.00.
I think Mr Figueroa should have told me that the quote was 68.00 under over the counter conditions and 106.38 if through the account. That he never told me.
I have already paid the US$68.00 to DHL Panama and I am now claiming them to fix that invoice for the remainig 38.38 that I should not pay.
So this is my claim. That DHL must abide with their quoted price over the counter and credit my account for the remaining USD38.38 the overcharged me.
Thanks
Humberto Garuz Oliver

I would like an explanation as to why I was charged an egregiously large amount for sending a birthday package to a friend, and why the friend was charged a fee to receive the package. Now I'm being told the package is being held for more information. After paying over $120 for delivery of a gift, I feel I'm due at least a prompt delivery - at no cost to my recipient.

Duties for shipment was paid for on Friday 13/10, has not been delivered till now 17/10. EVERYDAY that i phone, i keep getting told that it will arrive the next day. No assistance at all received from customer service, pathetic service as i was told there was nothing that she could do to help me. No use in having a customer care line when no assistance can be provided to a consumer.

Cape Town,
South Africa

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.

I recommend you to use different shipping. Avoid DHL. They didn't deliver my parcel (no wonder) and couldn't say where exactly it was. They changed answers and it looked like they simply didn't know what to say. A normal straight answer would be fine, you know.
They eventually delivered it, but it was too late.
Next time I will pick a responsible company.

There is a DHL driver in Mansfield Ohio. Her name is Tiffany Fisher. She is a drug addict. She uses crystal meth very regularly. She explained to me that her camera only comes on periodically. So she prepares her meth in the mornings by separating it into doses n wrapping the drug up in dollar bills. She uses a method called hot rails. She uses a small torch to heat a glass tube n snorts the meth thru the glass tube. It's causes large clouds of smoke to be exhaled. She is doing this in her DHL vehicle. As meth is a stimulant she doesn't sleep much, and is out there driving a company vehicle around high n without sleep for multiple consecutive days. She needs to be drug tested immediately. You can think this is just vindication for some imagined slight, but it's not. She is going to kill someone.

w: [protected]
DK
XXX

Reply|
Yesterday, 11:13 PM
Bom.[protected]@dhl.com;

Sunil Mishra (inhelp.sunil.[protected]@dhl.com); +1 more
It is entirely the responsibility of DHL to ask the shipper if the consignment is to be cleared in Baggage mode before picking.If not it is the mistake of the DHL. Assumption of any kind is baseless & unacceptable for a professional courier company.
Do not blame the receiver for anything.We have Completed the KYC procedure within 2 days.
After landing the shipment on 18 th why DHL did not inquire the first thing about mode of clearance.It took 12 days to DHL to ask us if the consignment is to be cleared in Baggage Mode.
If there were 2 names mentioned why did you pick up when things were not clear to you?
DHL is asking me to pay for my own clothes & clear the consignment.This is not ethical on your part.
As I explained before I am not responsible to pay any extra charge at my end to clear the consignment & also warehouse daily charges are not paid by me.This is purely a delay by DHL.
You had to contact the Shipper quickly & sorted out the matter.
Hope this is clear to you.
...

Re: [protected]
DK
XXXXXXXX

Reply|
Tue 8/1, 10:31 PM
Bom Csa12 (DHL IN) (Bom.[protected]@dhl.com);
+2 more

AWB Number: [protected]
Pickup Date: [protected]:00:00
Ship From: Ship To:
COLNBROOK, BERKSHIRE SL3 0BS
GB MUMBAI, 400610
IN
EVENT CATEGORY
03 Aug 17 10:40 AM - Clearance event - MUMBAI (BOMBAY), INDIA
1. As I mentioned before The items inside the baggage are Used Clothes & items of daily use of personal in nature.
DHL has to convince the custom officer to clear the consignment, if required they can open & confirm in our presence before handing over.

Since the KYC Documents are accepted, Mrs XXX (if required) can accept on my behalf.

2. If this is not ok IS IT POSSIBLE FOR DHL TO FORWARD THE BAGGAGE TO THE AIRPORT IN THE COUNTRY WHERE I AM PRESENTLY SO THAT I CAN PERSONALY PICK IT. The details of country can be sent by me if so.
CONFIRM.

3. Before coming to the conclusion that the consignment cannot not be cleared in a baggage mode without my presence
I request you to fix up a meeting of Mrs XXX with the Customs Officer, so that the situation can be explained by her to the officer which will help to resolve the matter.

4. Is it possible to mention the custom officer that the baggage contains Items belonging to Mrs XXX which are being cleared by her with the KYC Documents of her own.

5. If the baggage is to be cleared by paying duty what are the expenses?
(This is only for my information & we do not want to go for it)

Appreciate response on specific queries mentioned above.

Sent by
YYY

I received a parcel from Canada on the 11/07/201, DHL representative informed me to forward the commercial invoice or pay custom duty, because I didn't have the commercial invoice only the order confirmation I requested an invoice for custom duty, I was billed an incorrect amount and it took DHL 2 weeks to modify and changed the billing. I then made a payment that was required of me and still nothing, no one is calling to give me feedback when I called I'm told the case has been closed how if I haven't received my parcel?

Payment required was paid now im getting different people telling me custom still needs to clear the parcel and it takes 2-24hours but ive been waiting for 4 days now.

waybill: [protected]

Handed over the documents to DHL sydney : 21st July Early Morning 7:30am

The Documents was meant to deliver on 24th-25th July (Srilanka )
It was an important contract documents and hasn't received till the date (27th July 2017 ), and i have lost my contract .

I have rung DHL support on 25th to get an update, the person told me it has been handed over to a third party company for the delivery . And they will call me back with an update within 2 hours . No one contacted me since .

Today 27th July 2017 - Contacted them again ( agents name :Vincent ), he mentioned the same thing, third party company will deliver the documents within next two days ? I have told him, just already lost everything because of late delivery and i need my documents back and refund on my money, for the failed / guaranteed delivery .

Sir,
I am sudheesh suresh, there is an shipment on hold from past 26 days and the DHL representative asking me to re submit the ID cards.. and here is the proof i have submitted my ID For several times... i have contacted one mr Khalid AL dosary and He doesnt knew when the shipment will be cleared, i called to customer support in india, His assistants are answering and their response is he is in another call and busy with other calls. and his responce through emails is please update the id cards... i never expected this kind of service and customer supports from DHL...
can you please sort my complaint and do favor from my side?
Sudhee (NAJRAN UNIVERSITY)
[protected]

Hi,

My airway bill no.is [protected]. DHL made my life very difficult by delaying my shipment from UK. I was travelled from UK to India for good as my UK assignment was over. I had some excess of 61kg which I couldn't carry with me due to relocation. I was there in UK for 2 years. I've provided my India contact details to Baggage hub which was my UK shipper agent. I've also mentioned the same in shipment boxes as well. And DHL guys are saying that numbers will not taken from shipment boxes . This is just a common sense that how in the world can you guys contact me when I've arrived in India. Baggage hub failed to give my India number to DHL, instead they gave my UK number without having this common sense. And hence DHL couldn't contact me when the shipment arrived in Bangalore facility. Because of which they couldn't contact me. And I received an email after 3 days of arrival asking to call back DHL and get my KYC forms. I've done and now after 2 weeks I got the shipment delivered where the customs had put a warehouse charge of around 3000 rupees which I need justification as the delay was not my mistake. And my destination was commodore and not Bangalore, I don't know why the shipment held at Bangalore facility when its commodore. I've paid Ra's.5642, out of which there were some handling charges as put by DHL for handling personal goods. I've sent a detailed email to Nan, Surest from Bangalore del office explaining the custom's free allowance for Nair's staying more than 365 days. What Nan said to me was only for Robert Bosch employees, it is free and no need to come for Bangalore facility. I don't know what in the world service are you doing. You just need money from me as I'm returning back good. so you got a way to collect money by delaying my shipment and this non-sense warehouse charges.

I need explanation for my below concerns:

1. How can you charge put warehouse charges for the mistake is not from my end.

2. when it is coimbatore destination, why it arrived at bangalore facility?

On this occassion, i requuest you authority to thoroughly investigate and refund of my warehouse charges approx Rs.3000 atleast, failure to which i may have to take it to consumer court to claim this back.

I'm really frustrated by your staff's attrocity and behaviour to collect money from and I'm definitely not going to leave this aside. I feel that DHL should compensate it but i end up paying more and more for non-sense charges.

Hoping to get a positive response,

Thank you

Vishnuvardan

RB [protected] DE
My parcel was dispatched from Germany in Feb this year..
I call to check how far the parcel is in March, get told it is at customs SA..
I again called your customer care line last week, got told the parcel was returned as it was sent to the incorrect address in SA... not my address which was my PO Box..
- I now have to wait for the parcel to be returned to the vendor in Germany to
get the parcel sent to me again!
- This is now 5 months for me to get told there was an issue and parcel was
returned to the vendor!

Would you ever use your service again if this happened to you?

Very unsatisfied customer here... I have used Fedex on various occasions and never had this kind of service!

On 21 May 2017 @ 19:11hrs in DHL Bangkok, Thailand I asked for my important documents to be sent to Valencia City, Philippines. They promised me it will reach the designated address in 3 days. Upon checking the present location of the parcel and assuming that it might take 7 days to get where it should be I was surprised that on 23 May 2017 @ 01:36 it reached Manila, Philippines but at 02:36, it arrived in Hong Kong back again in Cebu, Philippines at 11:58 on the same date and sent to Manila, Philippines at 09:14 on 24 May until it stayed there until now and it is already 5 June 2017. Until then there are no updates from my tracker. This is quite strange as :
1. My parcel already reached Manila, Philippines on 23 May, why the "effort" of sending it to Hong Kong and then Cebu and then back to Manila?
2. Valencia City is in Mindanao which is closer to Visayas (Cebu). Why send it to Manila when it already reached the nearest island which is Cebu?
3. Why until now (5 June), my parcel has not arrived in Valencia City. It has already been 15 days.

Please improve your service and prove that you really do express courier delivery. Your mission statement do not meet your standard of service.