DHL Express
Reviews and Complaints

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.

I followed up my parcel for 5times to the customers service because i was supposed to recieved my parcel today oct 15, 2021. Its in customs inspection for a times already and still not process to deliver my parcel. The tracking moves aftr 12hours im waiting for it and checked and monitored the tracking all the time. The customers service says it will take 7 DAYS? in the customs for inspection? For what? Thats just a piece of the doll and nothing valuable inside of the parcel what a corrupt and incompetent courier will NEVER EVER CHOOSE THIS DHL again this was the first and last. It says in the website it took 2-3 business days when you recieved the parcel from hongkong to philippines ! Its not even far and it took DAYS? to the customs office?

Placed on 15 Sep a request for international pick up of homeopathic/over the counter medecine from Kenya.
By the 21 only and after my following up multiple times, I am told a prescription was needed for shipment. Please note that package was picked up despite that requirement. I asked for the package to be returned and 3 days later, still not done and nobody has the decency to tell me why.
The incompetence of DHL philippines in liaising with their counterparts in Kenya, was mind boggling. I was actually told to do it my self (I am also based out of Manila!).
This is not the quality of service expected from a logistic company which likes to tell itself its number one! You are NOT

Another package they sent to the wrong state. What is going on Dhl your site says you are logistics... how does it take 10 days to send a magazine from IN to FL? Why send it to Ohio instead of right to FL?

You should change your info from "experts in logistics" to unreliable sail mail. You guys are giving logistics a bad name and making your partner companies look bad.

[protected]

On August 3rd A Shipment from Chennai (India) was sent to us in Phoenix We received an initial update that the package reached LA, USA on August 6th 2021. After the Aug 6th we didn't see any update on the DHL tracking system. Since then my family in India as well as in the US have been repeatedly following up with the DHL US and India team to track the shipment. It is highly disappointing to say that DHL hasn't given back an ETA yet on when the package can be delivered. Personally and emotionally my family has been through a lot of stress in the last few weeks due to this delay and the lack of clarity on what exactly happened to the package on DHL side. The package was extremely important to my family with time sensitive medicines included in the package. I hope this note finds the right point of contact in DHL customer service leadership who can take this forward and bring us a positive solution.
Besides in every phone call we had with their customer services department, we have receiving irresponsible standard responses as to the status of the parcel's investigation and some were rude too. They have after several days of time now reported it as lost asking us to file a claim for a priceless parcel. Choosing this platform as a last resort.

Delivery not received to date after paying customs charges and taxes almost 2 weeks ago. Courier attempted delivery on 17 Aug 21, a day before scheduled date - 18 Aug 21. We were home, he comfirmed calling out and calling my phone number which I missed but called back as soon as I noticed missed call. We agreed delivery for following day - the scheduled date, but no delivery was made. On 19 Aug I used DHL app to reschedule delivery for 20 Aug. Confirmation SMS received but no delivery. Contacted DHL Express local office Friday evening to be informed my address and contact are shown on system as 'bad' to which I challenged, as the courier had been to my address and spoke to me. Eventually after speaking to several advisors, was advised earliest available delivery date would be 24 Aug. On 24 Aug at 2.18pm received call from courier querying my address which I confirmed and he said he would call back. The courier did not call back so I called his number several times which rang out to voicemail. At 4pm I tracked the parcel online and - status shown as 'delivered at 14.22'. Immediately I called DHL Express local office to be informed that the package was signed for by a M Ramcharan in Arima. In explaining to the customer advisor that was not me or my address I was advised despatched would be instructed to recover the package and delivered to me today. It is much regret that after several calls and reassurances that my package would be delivered today, at 4.55pm it still has not arrived. This is unacceptable and to compound the matter, there has been no follow up or courtesy calls whatsoever from DHL Express to update me. I am utterly disappointed in the poor service, incompetence, lack of customer service and regard having spent 4 days waiting for delivery and taking the time and costs to make numerous calls for a week now.

On the 17th of August 2021, a package with tracking ID [protected] to Esther Miller containing clothes, shoes, and accessories arrived in Nigeria through DHL Express service from Istanbul, Turkey. As was explained, the package was held for 2-3 days by the Nigerian Customs for the duty evaluation to be done. The value of the package was duly noted on the pro forma invoice provided by the DHL agent in Turkey which is attached to this message, yet the duty charge came back at 285,000 nairas (approx $700), a ridiculous amount by all standards, considering the invoice states the value of the package at €150, an invoice provided by DHL Istanbul.

Subsequently, we tried following up with DHL in Nigeria to advise the customs to reassess the duty charged, all to no avail, as the customer service reps kept saying the situation was out of their hands and completely up to the Nigerian Customs, which implied she MUST pay the amount to receive her package. After 2 days of calling and bickering with DHL, the receiver (Esther) went to the customs office at Murtala Muhammed International Airport for advice on what to do to get a reassessment of the duty charged. A Mr Ali (who Esther was smart enough to take a picture with and said picture can be provided when necessary) offered assistance and gave Esther a bill of 140k naira, which she paid the following day in cash to the Customs officer attached to the DHL office in MMIA, through Mr Ali.

As I send this message, 3 pm on the 25th of August 2021, DHL has not provided any solution to the duty charge or having the package delivered and in one of the calls made today about the issue, we were told DHL will not be able to return the package back to the sender, conveniently putting all the blame on the Nigerian Customs, when the situation would have been averted several days ago, if DHL had made a reassessment effort for the package on the spot instead of putting the receiver in the difficult situation, making her vulnerable to corruption and being duped.

I would like a return of my package, and a refund of my shipping fee, and also a refund of the 140, 000 (approx $290) paid by Esther.

DHL has the worst service ever. There are not enough words to describe how the delivery people are running from work while the delivery of an item. While delivery a person can not be found is the only reason given, while you have a name and everything on the door. So why can the pizza guy find my house and DHL can not. What kind of this stupidity is.
I understand maybe there is more work and all so the delivery can miss something but this has happened more than twice. But still each package should be delivered with care. WORST SERVICE EVER BY DHL.

On August 16, I waited for a delivery of a large parcel all day and it never arrived (tracking number [protected]). The process of trying to get this parcel to my home has been an ordeal of the highest order, and I wish sellers would just stop using DHL altogether because I'm the one who has to deal with all the terrible service.

I'm moving to another province for work and needed roof rack bars to hold a roof rack basket for taking all my belongings with me. I needed to be out of my apartment my August 15. I ordered a roof rack off Amazon and paid extra for shipping that promised delivery by August 12. When I saw that the seller was going to use DHL, I groaned at the inevitable extra service fees I knew to expect (another whole problem entirely), and was even more upset to see that the expected delivery date would be Aug 16. But I really needed this item and naively hoped I'd have a good experience this time - NOPE. Paying the fees was a hassle, and seeing my order languish in a warehouse for three days because I wasn't allowed to go pick it up even though it was only a half hour away was irritating, but the nail in the coffin was the so-called "attempted delivery". I called after 6pm to confirm the package was still out for delivery and was assured it would be delivered by 8pm. I made sure my phone volume was turned up and continued to wait, but no one buzzed my apartment, called, or left a delivery slip. All I get is a DHL text message at 7:40pm saying that delivery was attempted, but no one was home. I call bull on this - I was definitely home and definitely waiting, and could not afford to miss this delivery.

In short, no one ever came and now I am severely inconvenienced. I may get in trouble with the building landlord and will miss meetings I'm supposed to attend in preparation for the job I'm moving for. DHL is a nightmare and I wish I never had to put up with sellers' decisions to use this service.

Package arrived in Richmond BC August 30-2021. I can't retrieve an update when this package will be delivered. The internet site is of no use, and you cannot speak to any agents as the facility. The shipping distance to my address is 30 miles! The only update from the shipping information site is that the package is on hold. I want to know what the delay is.

Last month, I located a motorcycle part in germany on ebay. It is the only one in the world available - dhl tracking #ce623224731de. It does appear that dhl, has made it unavailable, and has no idea where it is. I have called 5 different departments based on what the dhl agents told me to call, and have been on the phone for over 1 1/2 hours.. Not once have I been connected to any department that didn't tell me that their department doesn't do this.

This package was scanned twice in germany, and then never again. Dhl promises tracking. Nice job falling down on the job. That was 19 days ago. It looks like dhl can't track, and dhl can't deliver.

Could I do a better job? You bet your backside I could. I outperformed everyone in north texas in service at ups, and buried everyone in the company rps, which is now fedex ground

If performance and customer service is drastically improved, it will then suck!

I just seen an email stating that my package was not delivered because I wasn't home? This is a lie! I was home all day waiting for that package. Furthermore the package was set up for no signature, to leave at the door! Out right lie and very disturbing. The attached image shows the delivery info and clearly shows no signature and to leave at door.

I sent a package as a gift, an LGV20 phone, a case and Wireless earbuds to a friend to give her means to contact her brother who is away from Nigeria, to let him know about the death of their Father. The phone was made in 2016. If the phone even break in her possession, she would have to throw it away, because they no longer have parts for that phone. The case for the phone is damaged very bad and it's not worth a single dime, and the earpiece is a very cheap store brand headset, that only cost $10. As God is my witness, she did not ask me for the package and neither was any money exchanged for it, I voluntarily sent it to her. DHL worker in Greensboro NC, is the one that valued the items based on an old Iphone that HE sold online. When he asked me the value, I said not much, he looked at it and said that he sold his phone online for $200. So I said ok and that's what we went with. Mind you, I know nothing about why a value was needed and he did not explain it. He did not say anything about a customs fee. I text them about this issue on chat, when the delivery update status changed to delivering a day later, from 8/5 to 8/6 due to being held in customs for an advance duty payment from customer. The person in the chat stated that customs don't charge a fee. This definitely was not discussed when I was paying shipping fees. If the DHL customer service representative would've told me this, when I was preparing to ship the items, I would have cancelled. This is wrong on many different levels. I was only trying to be a good Samaritan. This is so much stress and disappointment. After emailing Nigeria DHL complaint office via their website, I received non-existing phone numbers, along with an email address that came back as undeliverable.

I ordered an electric bicycle on June 28, 2021. Finally texted them to find out if it had been sent. According to seller, DHLECOMMERCE delivered it the day before . Which is a lie. I was home at 5:30 pm, which was the time it was supposedly delivered. I have 4 dogs, and I know when someone is just walking down the street. They lose their minds when someone walks up to the gate. This delivery must've been falsely reported, because I still don't have a bike.
DHLECOMMERCE # [protected]. I want a refund. UG079303694YP is the order number from the seller, LC net. I have filed a complaint to Paypal already.

A shipment was sent from Argentina to be delivered on July 19th. As of today July 23rd the parcel is on limbo going back an forth from Miami to Cincinnati OH according to the tracking information. I contacted DHL customer service and they told me that the item will be delivered on July 22nd.
I don't understand why DHL don't explain what is the real status of the shipment. Something is phishing.

Re: [protected] Shenzhen, China to Ridgeland, MS USA.

DHL customer service absolutely will not let you get through to the driver. Driver arrived with package after customary business hours 2 days in a row. I had left clear instructions with DHL (3 phone calls) that on 2nd attempt package must be delivered by 4 PM local time. But driver arrived after hours. Again. I was told by DHL rep that 2 notifications were sent that should get to the dispatcher in time to meet my instructions. I was told that I should receive a phone call or a text message. I never did.

I would never choose DHL in the future. Federal express and UPS will contact the driver directly and make sure that adjustments are made on the fly. I can't believe this company, DHL, does not follow the same policy. In this day and age when customer service is everything.

Dear Sir or Madam,

I am writing to complain about the request to pay an additional € 58.95 as import sales tax for the receipt of my files compiled in a row of CDs.

This item was neither purchased nor a gift, just details of my medical records from a hospital in the UK which believed it was safer and for privacy reasons to copy my records onto CD media rather than upload them. In my opinion, this shouldn't be taxable.

In addition, the DHL officials who were commissioned to deliver from the UK to Germany never mentioned that such an item was taxable, otherwise one would either have had to prepare or find another way to get the file out of the hospital to pick up in the UK.

As I understand it, for-profit items are taxable and in this case, it is just my personal medical records.

With that in mind, I would ask your department to investigate whether my item deserves this tax that I paid and therefore refund the money I have already paid.

The payment of import duty/tax due on your DHL Express shipment with waybill number [protected] from DR MOJISOLA EDUN.
PAYMENT DETAILS
Amount Paid
EUR 58.95
Transaction ID
[protected]-2465450
Payment Date
22.06.2021

SHIPMENT INFORMATION
Waybill No.
[protected]
Address
GOTTHARDSTRABE 96 APARTMENT 163 GERMANY BERLIN 13403 BERLIN

Thank you for paying online.

Dear DHL,
I refer to Way Bill # [protected], which was sent from Tegucigalpa, Honduras to Washington State in the USA. The package contained sediment samples that had to be refrigerated and they were packed with sealed icepacks.

Despite having taken precautions to send the samples on the first flight on a Monday so that the samples would arrive as quickly as possible, we have now learned that they have been sitting in MIAMI for a week. DHL was paid nearly $900 for the service and I cannot understand how in the world your staff could allow the samples sit in Miami for a WEEK...and with no notice whatsoever to us, your clients.. Hugely disappointing..

While I have always had good success with DHL, it may be time to look for another courier, because this is completely unacceptable and we have much more work to do in Honduras and we need a courier that we can trust...

Sincerely fuming, Joe
[protected]@ensomeinfo.com

My DHL shipment of painting sent from Singapore, arrived at sort Facility Cincinnati Hub-USA on 5/28/21. Cleared custom at Cincinnati Hub on 5/31 with tracking number [protected]. I have patiently worked with multiple customer representatives since beginning June, filed multiple tickets to have someone look into shipment and got zero help, zero update. Escalated to Michelle Ticknor of DHL Express Executive Response and Social Customer Care team. Worked with her for a week, ZERO result, ZERO update. Got passed on to her subordinate, Melissa Stack to deal with the case. I then ask to escalate up their management and got Robert Nielsen. He told me warehouse lost my shipment after "DHL Cincinnati Team has pulled the security footage from when your painting was removed from the container and the operations team in that area checked". He said the item has been scanned but team can't seem to find it. Said will try to look one more time, but after that there's nothing he can do. Unbelievable!