DHL Express
Reviews and Complaints

I have placed a complaint with one of your reps earlier this evening in regards to my broken fence. I now open my package which contains a wrought iron wreath hanger with a large bumbble bee. THE WING IS BROKEN OFF ONE SIDE and the part that goes over the door is BENT out of shape. This is what the driver use to smash my fence! Because he was not Happy he had to back up the long driveway that we share with our neighbor!

Tracking number: [protected]

A Graphistudio package has been delivered to the wrong address (I saved the picture they took as a "proof of delivery" which it clearly shows that's not my door. My door is surrounded by red brick walls and the doors itself is dark green)

I've been searching for the package for hours, with no luck. No doors in the surrounding area look like that so it must also be another area. Which that means the delivery man declared a false delivery address.

I called several times, they are rude and unprofessional over the phone and it's absolutely unacceptable.

If the package is nowhere to be found, I will have to make a police report and call my attorney, because my client's privacy has been damaged (I am a professional photographer and those are semi-nude photos of my pregnant client)

Reach back to me as soon as possible and I'm expecting the package to be found and delivered to me as soon as possible.

Elisa Cogotti

5008 Souther Stare Ter, 21044 Columbia MD

[protected]

I live in Switzerland I had purchased an item from Spain to send as a gift to my Turkish relative.

The bill is in Turkish lira but DHL express Istanbul recognised it as English Sterling and charge me over that value.

The sender company shared a new bill to show them the bill is in Turkish lira but DHL express don't accept.

As a customer for a month I am trying to show them with my credit card bill and other files that they made a mistake. But now they are threating me with a law case.

DHL (Norway) was charged with delivery of a retro computer, which I ordered on eBay from UK. Usually on international orders eBay will automatically calculate import duty, which I had to pay up-front during checkout process. That is normal thing now, and it's been for some time.

My computer arrived all fine and in a reasonable time - no complaints here, but couple of weeks later I received text message from DHL demanding import duty amount with DHL's own 'administration fee' on top...

I called them back, politely explained that I have paid import tax already, so the case is pretty much closed, thank you very much. The young lady I was talking to didn't understand much apparently, even if her English was without a flaw, because several days later I received another, identical text message from DHL... I called customer help again, luckily or not, got to speak to the same young lady again, ended up explaining the same thing again, the lady replied that I have to pay them now anyways, because they didn't check paperwork attached in the plastic pouch on the outside of the box, and ended up paying customs on my behalf. Now I have to pay the tax back to DHL (hoping that maybe customs will be kind enough to pay me back what I paid already) and for all that funfunfun I'm having I'm also charged with DHL's administration fee - it's logical: I work for DHL fixing their mess, I should pay for the privilege!

I categorically protested, and I said that I do not owe anything to Customs or DHL, and therefore have no interested in the mess they've made, and even less in financially rewarding them for it.

There was more back and forth with DHL, before they send "my case" to debt collectors (forgetting that I do not have any debts) first, and now to court.

Now on top of the amount of import tax, and the DHL's 'administration fee', the debt collectors are demanding their fees, and also there's a courts fee on top of that... Showing me how powerless and small I am, and how DHL can turn me into a slave at their whim - IT DOES NOT WORK, you just showed me how revolting and filthy DHL organisation really is.

IS THIS SOME KIND OF JOKE TO YOU ALL?

YOUR SHENANIGANS TOOK AWAY THE JOY OF FINALLY GETTING THE TOY i VE BEEN DREAMING ABOUT LAST 30 YEARS, TOOK LONG HOURS OF MY PRIVATE TIME, DEALING WITH ARROGANT AND/OR INCOMPETENT DHL REPRESENTATIVES, UNPAID. BROUGHT A LOT OF STRESS WHICH I CANNOT HAVE, MESSED UP MY CHRISTMAS AND NEW YEAR CELEBRATIONS, AND FIRST MONTHS OF THIS YEAR!

JUST BECAUSE YOU DON'T LIKE LOOSING REVENUE IN YOUR 'ADMINISTRATION FEES' TO EBAY? SERIOUSLY?

DHL HAS NO SHAME, NO DECENCY.

I promise to stay away from DHL in the future.

DHL is a plague.

I am angry right now. They ask me payment after payment for fees that they said I must pay for my package to be delivered. It's now 2weeks since then and until now that I finished paying for "fees",they can't even reply to my message for the updates of my parcel.

Poor management. Delivery took so long considering that this is an express delivery.

Overcharging 2 months later asking for more than they quoted.

Their measurements are incorrect and I have repeatedly asked them to send someone out to re weigh. See attached

In the meantime I took the very light art work to Postnet to re weigh it. DHL says it weights more than 9kg. This does not even reach 1kg. I contacted their complaints department, I don't think they even read their mail properly as all they did is explain its according to their measurements and did not address any of the questions or requests. Last time we ever use them!

I ordered a shipment from Japan to Romania on 31st December 2021 through DHL Express. My tracking number is [protected]. My package left Japan on 5th January and arrived in Bucharest Romania on 7th January current year. DHL sent me an email asking me to fill in some documents for customs purposes. I fill in each document and I sent them back. After that, they asked me again to resend the documents. In one email, they reply to me attaching one of the documents already filled in by me, and they asked me to fill in again. I called them at least 20 times in the past two weeks and each time they told me a different story. One day someone confirmed me that the package will arrive next day and after 2 days when I called them back they told me that my package is in customs procedures. Today are already 3 weeks since my package arrived in the country and I have no clue about the delivery date. I attached photos with the tracking status of my shipment for details.

January 11th 2021

My Ford Focus Instrument Cluster has been rebuilt to be sent back to Canada from the UK Based company ECU Testing LTD through DHL. Despite already paying for return shipping through ECU Testing LTD, DHL is illegally trying to charge additional customs fee's despite ECU Testing LTD already paying for shipping.

Additionally other ties i have ordered items or sent something for repair to the United Kingdom Previously Royal Mail and other Package delivery service company's never once charged me additional customs fees and other imports after the fact of already paying for the actual service of shipping back. I want my car's component back or in addition to taking DHL to small claims court i will seek legal advice and inquire as to weather or not i can place criminal charges against DHL in addition to above mentioned actions

At 06:50pm a DHL Carrier pulled up to front desk at the Suburban Extended Stay in Spartanburg. I went outside to collect the package and the moment I did without warning, a camera flashed in my face. I do not mind my photo being taken as evidence that I received the package. what bothered me is how the employee went about. Train your employees properly on how to provide services, I wouldn't even be upset had he not been so nonchalant about the situation where he did not inform me he was going to have a camera flashed in my face. please see to it that your employees are properly trained and has respect for others. I would never flash a camera in someone's face without them knowing. it was very rude and the driver needs to be retrained in the aspect of representing the company.

Spent $23.25 on two items. Charged $15.35 shipping. Got a message from DHL that $23.25 was due for customs and duties. That's 72% of the cost of my items. Turns out the real duties and customs is $4 and DHL charges $19 to "do the paperwork on my behalf" (as per DHL customer assistance). Legal piracy. No other courier company does this.
If an internationally shipped item is handled by Fedex/UPS/mail it just gets handed to me- no extra fees.

Your system suggests that a package was delivered yesterday, but we have not received it. The Tracking number is [protected].

Please call me: [protected]

DHL picked up a big box package from my house on 1/12/2021 at 1:42pm. I have a video to prove the pick up. DHL lost the package. They first claimed there was no such pick up. And then they said they did found a separate system to confirm the pick up. But they said there was no AWB scanned. So, the AWB # did not exist for DHL to trace and track.
They said I sent the package via an agent and therefore an "assignment of rights" is required. I sent it to them, they declined my claim because I am not the agent. The agent filed a claim and they also declined stating "DHL has no record of the... waybill in any DHL system".
I made the complaint all the way up to the DHL Office of the President, but was sent back to the claim department.
I made the complaint via BBB.org. Same person from DHL Office of the President finally replied stating that "our records show that shipment in question was picked up on Jan 21, 2021 as the customer stated but unfortunately there was a malfunction with the courier's scanner and visibility on the shipment was lost. The local DHL Management Team exhausted all means to locate the shipment and it was declared lost. The status of any claim filed by the shipping service with DHL is a separate matter unrelated to the transaction between the shipping service and the customer".  END OF STORY.DHL claim department will not reopen the case. DHL Office of the President ignored my request to reopen the claim.
So, there is no responsibility whatsoever. Why am I suffering when DHL scanner malfunctions?  Isn't it easy for any DHL couriers/workers/warehouse personnel to steal packages without any consequences?

I live in an apartment complex. I am sure the drivers deal with gated communities all the time. I went online and provided instructions to be let through the gate and into the building. The driver did not follow the instructions and just called once. Instead of following the provided directions or trying again it was listed as no one home when someone was home. The driver did not leave a message or pick up the phone or answer a text. Other delivery companies make it inside the complex and the buildings with no problem. This is their job that they do everyday. Local drivers should know their places of delivery and fill ins should know how to handle obstacles or at a minimum check the delivery instructions. Very disappointed in DHL but not surprised as this has happened many times over the years. I did not have a choice when I made my purchase.

Your Driver rang the doorbell waited 1 minute and drove away. I have a severely injured back and I'm unable to jump up and run to the door. It took me 2 minutes to get to the door but he was already driving away and now I'm expected to pick it up tomorrow, shocking service I'm disgusted.

Also trying to complain is an absolute farce, what is the point of filling in my address on the complaint form if you cant even use it to verify a customer delivery, I apparently keep entering my tracking number wrong, but im dissappointed that like I say your company cant use the other details I provide like most companies do, im so furious about this driver that I will just keep complaining until I get satisfaction, however the tracking number is :- [protected].
I have had 2 emails now telling me that the number is incorrect from Thomas Schmitz - clearly he cant be bothered to look into my complaint, my number can be clearly seen on the ticket that I have attached and have already attached to an earlier complaint - is it too much to ask that your operator would look at that instead of just sending out an email saying he cant do anything?

im only after an apology and an explanation of what should have happened and what will happen in future!

Next time I put the complaint in the public domain!

[censored] off scammers I paid more for a [censored]ing magazine order shipping fee not 500km away from me on the international website, I'm not gonna pay import tax. I was never aware it would even be a thing when i ordered from the international shop. You paid for me and now you want me to pay you to get my package? Ill sue you for holding it against my will before I pay you. Lose my business and return it. I'll let you guess which order it is since you dont give me the option to do anything else than pay either. road blocks on both sides if youre gonna be like that
I didnt give you consent to accept tax fees on my behavior you have no right to claim it from me with no other option I don't give a flying [censored] that you got a deal with customs or the store it's not my deal. I didnt even know it would be this tedious for a [censored]ing magazine, I thought overpaying about 5 times the actual worth of the piece of paper was already too much. It ends here. And I will not refund you the cost for returning the order either [censored] off once again. I didnt sign a contract with you, and I paid for international shipping.

I posted a package via DHL on 10/09/2021 from London to Nigeria (ref: [protected]). This package contained a top, trousers, and jewelries (concealed within the trousers). I did not declare the jewelries at the time of postage, in order not to attract any attention to it. I was told not to seal the box containing these items, as it will still be checked by DHL at the sorting center.

Upon delivery, the jewelleries were missing, I contacted DHL to raise my displeasure and they agreed to start an investigation. They got back to me and said they have no evidence that I had any jewelleries in the package and as such, they could not help me further and will be closing the case.

I disagreed with this decision, and requested CCTV images to confirm their judgement. After being passed from one person to another, without a proper handover, I was told that they will not be able to release the images, however they are able to view them and let me know the contents.

Upon completion, they said from the images, they can confirm that the jewelries were infact in the package. They also confirmed to me that the ideal process from DHL should have been to not send the package, and ask me to come collect it back without sending it. This however, according to them was sent, resulting in it being missing.

I was told they will investigate what happened in Nigeria and let me know what happened, however no one told me the outcome of such investigation. DHL Nigeria called the receiver to confirm if she received any delivery from DHL recently, which was weird as they reported in their system that the receiver received the package, so its fine. The receiver called to let them know that wasn't the case and asked them to update their system. It was disappointing to know that DHL UK and DHL Nigeria couldn't even communicate with each other, resulting in the receiver having to send an email to DHL UK to confirm my complaint.

In the end, I was told that the case has been passed to the claims department. I was contacted on the phone by someone and asked about my experience. I raised my displeasure over the non-professionalism ( being passed around without a proper handover, being told someone will call and not receiving a call). He promised that someone else will call me, but it never happened.

What i later received, was an email from someone called Robert, saying that the case will be closed as there is no evidence that I had any jewelries in the package. After several failed attempts to get through to him, I told him that DHL has already confirmed to me that they saw the jewelries in the CCTV footage. He apologised for not doing a proper investigation before sending the email to me, and promised to do a proper investigation. This was very disappointing as I would have expected that all information would have been assessed before drawing conclusion, unless the conclusion was already pre-determined.

After this, I got a call, asking me to send the value of the missing contents. I provided these information, only for me to get another email from Robert (same as the previous one, just with a different date), saying again, that there is no evidence that I had the items in the package. I called the next morning and asked to speak to Robert again, and was told he wasn't on seat, but will call me back. I waited till afternoon and then asked to speak to someone more senior.

He spoke to me, and offered to give me £34.05 as a final settlement. The values I provided are below;
wedding band(white gold) - £2, 499
Gold rosary chain - 3200 dirhams
Jewellery set - 2980 dirhams

Colis Amazon no [protected]

Madame, Monsieur,

J'ai commandé deux fois de suite un aquarium chez Amazon France et le transport était assuré par DHL à mon adresse en Suisse. Hélas, le premier colis est arrivé complètement brisé et le chauffeur de DHL l'a repris directement dans son camion : j'attends encore à ce jour la confirmation de remboursement de ce premier colis par Amazon. Je ne sais pas encore si le chauffeur a remis ce colis au bon endroit chez Amazon?

Puis j'ai recommandé le même article chez Amazon en précisant qu'il fallait prendre des précautions pour le transport de cet aquarium. J'ai reçu le 2ème colis hier matin, mais comme je n'étais pas à la maison, le chauffeur de DHL l'a laissé derrière la porte d'entrée, selon mes instructions. Mais j'ai découvert hier soir l'aquarium encore une fois cassé (sur le fond cette fois ci).

Mais pourquoi DHL ne prend-il pas le transport d'articles aussi fragiles avec plus de précautions? Par exemple, l'emballage de l'aquarium se résume à un simple carton d'emballage ; c'est totalement insuffisant. Il faudrait l'emballer avec beaucoup plus de protection. Et puis il faudrait mentionner sur le carton « fragile » de manière à ce que DHL prenne toute les mesures nécessaires à transporter ce genre d'articles en toute sécurité.

Amazon me demande maintenant de retourner ce deuxième colis par mes propres moyens, à mes frais. Puis-je vous demander d'organiser ce retour chez Amazon? Je paierai le transport et joindrai la facture dans le carton et Amazon devrait me rembourser prochainement.

Meilleures salutations..

Olivier Pittet

I sent a shipment which is gifts for my partner from UK to Nigeria.
I tracked the shipment all the way and it got to Nigeria the following day.

It's been stuck at Custom clearance

My partner was contacted to pay a custom fee of 60 thousand naira which is more £100.
The value of the product sent is £550.

This is outrageous and disheartening.
I want this to the reviewed as I sense some kind of scheme between DHL and Nigerian Custom officials here.

The gifts are not even brand new. It's a phone and a laptop. Both used.

Olaide

On the 19th I contacted by mail DHL office for the possibility to ship to Nigeria from South Africa parcel package 150x105x10cm weight of 0.5kg.
DHL person asked for the parcel details which I have forwarded to her.
I tried many phone calls to follow up but there is no answer till now neither by phone call nor by email.
the parts are needed for safety matters on a construction site related to the tower crane operation.

I ordered a package Oct 11 It was scheduled to arrive in three to five business days. For five days my package was delayed without any communication or warning. DHL told me I would be receiving my package today Oct 23th but never delivered it. Now I am being told it can not be delivered because no one was home to sign, but I was not told that was required. They also did not leave a note saying they tried to delivered my package. There is also no instruction on what I should do when this happens.