DHL Express
reviews and complaints

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.

So I was supposed to have delivered a case of champagne last week... I get a text in the afternoon. Saying they could not deliver.. They did not ring my bell or leave a card... So at great expense I telephone and arrange another delivery today... Waiting at home a second time. Only to find out.. The item is not on the van.. They can delivery in two days time. What type of service is this.. The champagne is to be drunk today at my party... Now it will be warm.. Once I pay of a taxi to go and collect from the post office this afternoon... What type of service do you provide. Your staff did not ring my bell. Or leave a card the first time.. One wasted day waiting... Your team promised it would be delivered today and it was not, another wasted day waiting and after loosing 2 days pay I must now pay for a taxi to go and collect it! This is ridiculous. All other courier services give a time slot.. Not making a person wait from 7-1800hrs..

Driver beeped and yelled very aggressively at my mother and myself as someone else had parked their car causing slight inconvenience
Your driver did not know we were not driving the car causing an obstruction but was shouting at us in a very loud and aggressive manner! My mother is shaken and very upset by this behaviour
I can supply a photo of the truck in question
This happened just now in Bangor uk

发件人: "Anetha Vallaitham Pillai (DHL MY)";;
发送时间: 2017年5月16日(星期二) 下午4:45
收件人: "刘双财"; "FangShuzhe"; "Alberto Nole (DHL PE)"; "Ornella Arroyo (DHL PE)"; "ext-sbg_dhl_gmail_com"; "ext-dhl_pmk_gmail_com"; "yee5123";
抄送: "Miguel Quesada (DHL PE)"; "[protected]@deutschepost.de"; "Bewerbung";
主题: RE: RE: [Serious Complaint ] RE: SOLICITUD EXTERNA GUIA [protected]

Dear All,

Shipment been abandon at destination, as RTO is not allowed.

This is beyond DHL control.

Please be informed trace will be closed.

Best regards.

Anetha
Customer Care Advisor

DHL Express (Malaysia) Sdn Bhd
Level 27, Menara TM
Off Jalan Pantai Baharu
50672 Kuala Lumpur
Malaysia

Direct: +[protected]
Fax: +[protected]
Email: Anetha.[protected]@dhl.com
DHL Customer Service Hotline: [protected]

I have ordered three items through Amazon. The carrier was DHL. They refused to deliver my packages and demanded money for custom fees. I paid custom fees (besides the shipping and amount of the item--sellers are responsible for custom fees. With 9 pages of complaints, I am surprised this company is actually still in business. I tried dealing with Christopher Beaton (he claims he is in Cape Breton, NS---but is in Toronto, ON, Canada). He is supposedly a team leader, but also will not get back in touch with me to see why DHL/Lumis Express are still holding my items (walking sticks--one because they refused to deliver the first one--and are medically necessary items) and a shower-type cap. DHL Express first said there was a problem with my address...then after calling DHL Global suggesting the email is fraudulent and a virus. The packages are a month late...and in Canada...this is just a really bad company.