DHL Express
Reviews and Complaints

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!

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.

I recently asked a relative to send me a computer hardware item from Germany. He used DHL to send it and according to DHL it should have been delivered by 7 days. Its been now more than 3 weeks and I still dont have it. turns out instead of Delivering the package to my doorstep they handed the package to the General Post Office who are causing me alot of inconvenience and truoble over the claiming of the package. Now is DHL a door to door Courier service as it is supposed to be or is it a door to Post office courier... Also the package I got before this one took 3 months to get to me via DHL...3 MONTHS! ... Its is my personal and professional opinion now that DHL is the WORST Courier service on the planet so far and I do not intend to use it ever again.

DHL are probably the worst people to deal with in the UK. If anything ever goes wrong with your shipment / delivery or invoicing, then you can be 100% sure that it will never ever be resolved.

We get stuff imported from Malaysia regularly. On 4th April we sent the payment to DHL to cover the import duty (same day that we received the invoice. The cheque was cleared on the 15th April and even today, then are sending threatening letters that they have not received the payment.

No one in their customer service can find any record on the system for anything so not even worth calling them. If you send email to their invoicing address, all you get is auto-reply.

We have not told out supplier in Malaysia that we will stop buying if they sue DHL again.

Avoid these oxygen watsers at all costs
Nav

A fraudulent buyer purchased our products and shipped via DHL Express to Gambia. We informed DHL of the shipment, requesting its return from DHL’s Gambia Offices. The DHL Research Department started initial procedures. We followed up with the Research Department and found ourselves redirected to the DHL Fraud Department.
Immediately following, we were subjected to silence as the fraud department ignored our daily phone calls and e-mails - forcing our attorney to send a demand letter to DHL Headquarters and the DHL Fraud Department, requesting the status of the shipment. Over the course of three weeks, and despite action from our attorney, the fraud department NEVER provided a verified answer regarding the location of our valuable shipment. The DHL Fraud Department was unjustifiably neglectful, forcing our company to start over with DHL’s Customer Service Department.

DHL Customer Service verified that our shipment was at the DHL Gambia Office. Under no circumstances should it have taken DHL a month to verify the shipment was within DHL Offices? This poor treatment continued as we negotiated the shipment’s return to the US.

For a one way return shipment through DHL Express we were quoted $16, 000 USD, an astronomical cost. As an alternative we were quoted $6, 400 USD for DHL Global Forwarding service, to which we agreed and authorized payment for shipment. To our shock, the price was increased to $9, 600 USD after negotiations and authorizations were completed.

We were threatened to either accept the price change or find another freight forwarder to move the shipment the very next day, or else the products would be auctioned in Gambia. This pricing bait and switch and threat of auction are absolutely inexcusable from a reputable company. We were forced to pay the high cost to avoid losing the shipment altogether.

DHL delivered a damaged and incomplete shipment to our location. In viewing pictures taken in Gambia, it is obvious that the damage and thievery to the shipment took place while in transit with DHL Global Forwarding. The shipment, which originally contained 26 products, came back unfathomably damaged and missing two products.

We are beyond disappointed in the unprofessional treatment we received from every department in DHL, the damage and theft subjected on our personal property and the lack of response we have received since.

I wish to draw your attention on the level of services offered to your customer.

My consignment AWB# [protected] containing my Debit Card was handed over DHL by my bank i.e. Mashreq Bank on 20th April (or may be earlier). I got a call from DHL on 20th morning informing that there is consignment for me. She said you will get the consignment by tomorrow or dayafter i.e. 21st / 22nd. I requested the lady to organize the delivery before end of the day 21st April, as I will not be available after that and I require the consignment urgently. It reflects that she has put the instruction in the dispatch slip.

Unfortunately despite request & promise by Customer Service, I did not get my consignment. This consignment came to my office on 22nd April. Being not in office, as I was attending Dubai Quality Award ceremony, I got a call from my office that there is a consignment for me, I asked my telephone operator to give the line to delivery person. I asked delivery person that this consignment was promised to reach me by yesterday, and despite my request and assurance why it was not delivered to me. I told him to bring the delivery by the evening. He said he can bring it by next day only (i.e.) Thursday. Unfortunately it did not get delivered on Thursday even.

This being my Debit Card, a replacement to my previous Card, I had to cancel my flight to India, which I was taking on Friday to attend my cousin brother marriage in Mumbai. I could not have gone to India, that too for marriage, without being able to withdraw funds.

It is really unfortunate that an organization like DHL Express, has such a level of service. I fail to understand if a local courier takes 1 week for delivery, then what Express courier Service means.

I am writing this mail in too much dejection from your service.

If this is your Service Levels, then God Bless DHL and more so the customers from the services of DHL.

I believe DHL management will take some clue from this incident and do something to save their image.

Regards,
Praveen Upadhyaya

I was supposed to get a package from Europe and when I was tracking th epackage online it was bouncing back and forth from Wilmington to Germany. I then called in to question why it was not corrected . The Customer service had no clue what I was seing on their Website. They would not start a package track until the next 2 days. Finally I made another call to file a complaint the customer service did take it. They could not track a package and gave me all kinds of excuses . I told them that most or all packages on their plane has a bar code, why is it showing being scanned back and forth from the USA and Germany. They told me it was just the Cargo container as being scanned and not the actual package. If it was the container then all the other packages in the same container should be missing too? Well a week later they could not still find my package and were VERY VERY RUDE at me assuming I was dumb enough to accept their lame excuse for their lack of Preocess Controls. I was also told that the Bar code scamn we see on the tracking website is done by a person physically scanning the packages. Well how in the world would they loose a package if it was flagged as missing ? Poor Poor Service no wonder they are loosing customers.

my package shipped by DHL was supposed to arrive today, COINCIDENTALLY I was at the window when a large DHL truck drove by. At first I thought there was no parking, or maybe he/she missed my house. NO ONE came to deliver the package. What's more ridiculous is that when I tracked the package again, it says "attempted delivery, recipient not home"

1. I WAS WAITING FOR THE DAMN PACKAGE
2. THEY DID NOT EVEN RING THE DOOR BELL
3. what angers me the MOST, they did not leave a NOTE or ANYTHING. simply drove by and said I was not home.

Honestly, DHL, you gotta wake up.

Pentru serviciul de trimitere a actelor la Ambasada Canadei DHL taxeaza 89RON +TVA. Daca esti prost si de la tara si nu stii iti baga pe gat si "asigurarea" pasaportului de 60 RON. platesti in total 180RON .

deci ei zic ca in 89RON nu intra asigurarea pasaportului, atunci pentru ce iau banii astia?

din cei 60RON asigurarea pasaportului traieste si functionarul de la dhl prin comosion.

I had a shipment sent to me in Riyadh Saudi Arabia from iHerb.com in California on 2/9/2009,
I received it on 3/4/2009.
DHL staff in Saudi Arabia called me a week after my shipment was held
in Bahrain asking me for some papers they claimed is requested by
custom. as this was not my first time receiving such items. I
immediately contact the customs office who assured me that will
inspect/clear the shipment once it arrives in Riyadh. For weeks I
tried to convince your Riyadh Staff to bring my package to Riyadh but
they keep insisting on this alleged papers or permits.
Finally and after nearly 25 days I received my package.
DHL should fix its Saudi operations and remedy this mess.

I wish to complain in the strongest possible terms about the service I received recently from your offices in Dubai and Cyprus.

On December 13th my wife, son and I went on holiday to Cyprus via Dubai. When we got to Cyprus we realised that we had left in our hotel room in Dubai a soft toy we call Peter Rabbit that my son takes with him to bed and has had with him since he was two months old.

Thus, on the 18th December, we asked the DHL office in Limassol to arrange a pick up by your Dubai office at the hotel in Dubai, the York International and to send it to your limassol office for our pick up. Sounds easy, doesn’t it? The girl in the Limassol office, Panny or Penny - the one bright spot in this tale of total ineptitude – was very understanding. She said she had had a similar loss when she was a child and understood my son’s distress.

We waited expectantly for the speedy return of the rabbit that we were told would be in the Limassol office by 24th December. It wasn’t. In fact, when I called the office to check its status, I was told that your Dubai office had refused to pick up Peter because an invoice form had not been filled in at Limassol. Furthermore, if I did not get to the office in Limassol by 6pm that day, the order would be rescinded!

It was 4.30pm and I had driven through a thunder-storm from Paphos to our friend’s villa in Pissouri. Nevertheless, my wife and I set off in the pouring rain to try and ensure the safe return of our son’s prized possession. We duly filled in the required form and the redoubtable Penny/Panny told us that Peter would be waiting for us at the Limassol office when we returned on our way back to Larnaca airport on the 29th December. He wasn’t.

Penny/Panny told us that he had not yet arrived at Limassol but would be at Larnaca Airport when we got there. I was told to contact someone called Katerina when I arrived at the airport and she would hand over the rabbit. I did as I was told but when I called Katerina she said there was no such parcel waiting for me. You can imagine how I felt. 11 days and still no rabbit; a flight pending and desperate measures were called for.

On my way – in the rain I might add - to find the DHL courier service office at Larnaca airport, I called Penny/Panny back at Limassol and informed her of the situation. She said she would see what she could do. She rang back and told me to contact Katerina again. This time a man answered. He said another man would be coming to the airport departure area with the rabbit but there would be a charge to be paid for delivery. This was the last straw. All of this hassle and a charge to boot! I refused to pay it and eventually somebody showed up with a parcel he said contained the soft toy.

Insult was added to injury when my wife, son and I entered the departure bar/coffee shop to be greeted by a huge red and yellow DHL poster boasting as follows: ‘CUSTOMER we know what this word means!’ I am amazed that I managed to restrain myself from throwing my beer at it!

Come on, DHL, this is appalling service! Absolutely shocking! You can apparently move Formula 1 cars to Singapore yet it took you 11 days to return a little boy’s soft toy. To misquote one of your other advertising slogans: this was clearly too much of ‘job for DHL.’!

It's no secret that DHL has one of if not the worst track record of shipping services. I made the mistake of using thier company for shipping from an online site that offered free next day shipping with DHL. Figuring I could save a few bucks and still have days to wrap it for X-mas gifts I did so. Suffice it to say the package did not arrive the next day. In fact a few days later it has still yet to arrive. I've watched the tracking of my packages and the interesting thing is that every day they change the expected date of arrival another day forward. Five whole pounds may in fact be the weight limit that cannot be exceeded for prompt delivery. Or I figure that "next day" for DHL implies "weeks later". For fun try complaining to DHL about a problem. I have yet to get any responses. Reckon I'm not nearly important enough for them to care.

Yes I have learned from this. I will NEVER use DHL again and I would rather pay significantly more with other companies to insure that I actually get my merchandise. I reccomend Fed-EX, UPS, USPS, carrier pigeon, tying package to rock and throwing in general direction of destination, or using sheer psychic willpower as more reliable methods of delivery.

- Tralfaz

Tracking number: [protected]
Compensation case number: E080085319

On Sept 3 2008, we shipped a suitcase weighing about 22kg from Frankfurt, Germany to Sesto Fiorentina, Italy via DHL. The tracking number is: [protected]. When we asked whether we should insure it, DHL staff assured that there was no need to since the package will be tracked all the way with no chance of getting lost.

Two months later, after lots of inquiries made by me about the whereabouts of the suitcase, in November, we were told that the suitcase is lost and that DHL will pay compensation of amount Euros 189.82, which includes Euros 32 paid to DHL for shipping. The compensation claim number given to me was E080085319. Please see the email from Christiane Dornecker of DHL, dated Nov 5th 2008. She asked me for the IBAN/BIC number of my US account. I told her that US banks do not have this number and I asked her to send a check. Ms. Dornecker responded on Nov 25 2008, that she would see if a check can be sent.

After that, I have heard absolutely nothing at all from her or from anyone else at DHL. I have emailed Ms. Dornecker several times. I have sent 2 letters, 2 faxes and phoned up 2 times. My last contact with DHL was on Dec 10th, when I spoke to the manageress at Customer Service. Each time, I was assured that a check would be sent to me and that an email confirmation would be send the next day. And yet, since Nov 25th, I have not received any communication by email, phone or mail from DHL.

WHAT I WANT: I think DHL should be ashamed of a suitcase -the cost of the suitcase and contents is Euros 1728. DHL should be even more ashamed of the way I have been treated. I want them to, at least, send me a check immediately for Euros 189.82 that they agreed to pay. Plus if they have any sense of decency they should pay me Euros 50 on top for the cost of the calls and the aggravation I have suffered. I believe they should compensate me fully for the Euros 1728 that my suitcase was worth but I understand that it was not insured, so I will settle for Euros 189.82+50= Euros 239.50.

-------------------
Nov 5 2008

Good morning Mr. Butt,

Compensation for suitcase is 157, 82 €, compensation for freight is 32, 00 €. So you´ll get 189, 82 €. This item is gone by economy, so it will be compensate by weight.
Compensation for 22 kg weight is 157, 82 €.
Please wait, case has been handed over to accounting. You´ll get a further letter soon.

Kind regards

Christiane Dornecker
Deutsche Post CSC Hamburg
Eiffestr. 78
20357 Hamburg

every time i recived a shipment from any country in a super way of delivery by DHL from any place within 2 or 3 days it is kept in the in the wear house in the QATAR branch for dayyss and did not delivere it to my place despite that they call me to take the address for delivery... and when i call them they transfere me to each other without any benifit and i hear them by phone that they have fights with each other ... and they tell me that they well solve the problem and they well call me .. but, they are not calling, , and put their phone in the answer machine and not call again ..
i think that persons who are working in the branch in QATAR not doing their job very well
Dr, Haya

Do not use DHL for any time sensitive deliveries! I paid $17 for next day shipping on an order I needed for my finals week of my last semester of school. I used DHL's online tracking information which told me my package would arrive Dec. 9. After it did not arrive on the 9th, I called DHL to find out why. The person I spoke to told me the package was held up but could not tell me why. He then assured me it would arrive later that day. When it did not arrive by 6:45 p.m. on Dec. 10, I called again. The person I spoke to this time sounded very annoyed and told me it would come that night. When the package did not come that night, I called again first thing in the morning on Dec. 11. Finally the person I spoke to was very helpful and I was able to get the package held at the DHL office so I could pick it up. The person even made sure to get my phone number and had someone at the office call me to confirm the pick-up. Although the office was difficult to find, I had no other problems picking up the package on my own. Yet, it is absolutely ridiculous that next day shipping takes three days and three phone calls! I will never use DHL again!

On 12-5-08 I was expecting a package from DHL Express out of Kansas City, MO. My regular delivery driver called me and told me that she did not have a package from me. She asked what zip code it orginated from and I told her. She told me she would make some phone calls and get back with me. A short while later, I spoke with her again and she told me that one of the other drivers had by mistake put it on his delivery route truck and the package was still in Kansas City, two hours away. This was very upsetting as this package contained payroll checks.
This delivery driver told me in a conversation that she would be willing to meet me halfway later in the day to get the package to me. After discussing the situation with the owner of my company we decided to file a complaint with DHL, through their 800 number. I also had the contact name and number of the individual in the Kansas City location, so I therefore called him. I told him that this was a mistake by one of his drivers and that it was an inconvenience to myself and the regular driver. He became very angry and screamed ' I know what you F***ing want, I'll bring you your f***ing check!". With that he hung up on me. I therefore contacted the 800 number again and lodged another complaint. A short while later a DHL rep by the name of Jim Davis called me back, I explained to him what had occured and he was very apologetic. He told me that Chuck was on his way down with the package/payroll.
At 2:36 Chuck Chiddix arrived at my office. He threw the envelope down on my desk and proceeded to scream that the regular delivery driver was going to meet me later that day to get the package to me. I told him that we pay DHL to provide a service and they fail miserably at it. He then proceeded to scream more calling me a liar and other things. He slammed my office door shut and stomped off down the hallway. By this time other businesses in my office building had come out of their office to see what all the screaming was about. Everyone was rather flabbergasted at the unprofessionalism and actions of Chuck Chiddix.
I again spoke with Jim Davis from DHL and later in the day a Jim Royal, (sp?) (who is the actual employer of Chuck Chiddix from Gateway in Omaha Nebraska) called me. Gateway is a contractor for DHL express. Jim R told me that he had discussed the first incident regarding the profanities on the phone with Chuck Chiddix and he had known nothing about the incident that took place in my office when Chuck Chiddix delivered the package. He too apologised and said that he thinks that Chuck is stressed out due to DHL folding and everyone losing their jobs. He said that if they were not losing their jobs in a few weeks, then he would terminate him for this but because of the status of DHL, he would not be doing so.
This however is NO excuse for Chuck Chiddix's behaviour. Chuck is the driver SUPERVISOR. What an example he leads for the others.

I have seen this individual in person twice now. I was stunned when I first found out that he was a supervisor as he was very dirty and unkempt looking

I know that there have been drivers, namly an individual by the name of Justin who worked in the Warrensburg, MO area until last friday, when he was let go early, Justin in the past has been suspended because of throwing packages while at the depot. This was not in the presence of a customer as Chuck Chiddix's was.

Also, Chuck Chiddix did not give me the scanner to sign that I had received the package, instead he signed his own name. He told his supervisor that he did so in order to avoid a confrontation. That is bull. When he walked in my door he was wanting a confrontation!

I would like Chuck Chiddix to be repremanded and made to apologise to me and the people in my office building who heard his tirade.

I sold a bumper on eBay and needed to find the exact shipping charge. DHL claimed to be the cheapest based on online searches. I wanted to confirm I was inputing everything correctly and so I went to the DHL Location in Rockledge Florida and had them tell me the amount. The wrote all the dimensions, weights and the cost on the package. I collected the money and input the info into their online electronic delivery site after creating an account. The amount ($127) matched very well with the DHL Rockledge location (dollar for dollar), so I arranged shipment. Later, they had charged me an extra $108 for a total of $235. I disputed this and they could not explain why I was charged an extra $108, but refused to disallow the extra fees, even though the Rockledge location had quoted me the very same amount. I said, "If I would have shipped through Rockledge, I wouldn't have been charged $108 extra." to which the worker Theresa agreed, but refused to do anything about it. Now after trying to elevate it and getting nowhere, I am coming to you. I can't imagine I am the only one they are doing this to. It is a bait and switch. They quote a price lower than their competitors and then charge you an excessive amount later. My bumper sold for $40 on eBay. I collected $127 in shipping costs based upone 2 quotes from DHL (online and in person). Shipping cost $235, so I am minus $68 on the transaction do to DHL's deceptive practices.

27.11.2008

about 10 days ago.. I bought some collectable cards through ebay...
through different sellers from United States and Canada.. and one of them are sending the cards through DHL and the rest through regular post...
the funny thing is they all came about 8 days after my ordero...
All of them arrived fine except DHL only left a message said that item was undeclared,
ooooook... so I rang them and told them it's actually collectable cards rather than gifts stated on the package, so they will deliver today

AND, WOW, I waked up around 7am this morning and waited waited waited waited waited and waited and waited then waited

yes, I have live, I am browsing internet while I was waiting
it was raining the whole morning and I didn't go out to check my mailbox and around 11:45am the rain stopped, so I walked out and check the mail box to see

IF THE DRIVER LEFT THE DELIVERY ON THE GROUND OR ON THE MAIL BOX OR OUTSIDE OF MY GARAGE DOOR OR IN THE RAIN(well.. it was raining)

and... I got supprised that I only got a note said "Unsuccessful Delivery At Tempt"

wow.. it's so amazing!

so I rang the DHL office "OLD Eagle Farm" site number : [protected]
and a women answered, I gave her the Air Waybill number and she told me Driver's record I am not home,
so I told her I was waiting for this delivery, how could I miss it?

and she become un-patiented and say it's driver's record that I am not home ( oh? If I wasn't home who the hell is ringing you right now?!?!)

after I hang up.. I was thinking.. I need to make compliant so I looked through DHL's main site, and founds out they don't have anything regards customer services ...

wow.. so I googled it...
topic "DHL BAD SERVICE"
"DHL LAZY DRIVER"
"DHL COMPLIANT"

and I found heaps of interesting DHL stories about people
and I am Happy that I am not the WORST one! LOL!

this is not the first time about the evil DHL service... same thing happened to my books before.. they were delivered by DHL but the driver just left it at door step. and when I found out I just "oh.. it's DHL again"

I might try make compliant through ACCC and see if they would give better service

To whom it concerns, (urgent complaint)
For a long time, we have noticed and knew sorrowfully that the regional manager responsible for Egypt in your respectable company is notoriously biased against the Muslim staff working under his tyrannical authority. It is really shameful of your company to free his hand in degrading, suffocating and driving Muslims to a narrow corner forcing them to leave their jobs in your company. We are just giving you a mere hint hoping to draw your attention to this fanatically religion- biased man, waiting for the proper decision to be taken, we'll remain for ever
Yours Faithfully