DHL Express
Reviews and Complaints

Hello,

I have had sended recently a very important parcel from Belgium to Turkey to my husband. The logistic partner from DHL works with Yurtici cargo and they have not delivered our parcel. After calling the DHL center in Turkey Istanbul we had heard that they twice arrived at home and that was nobody at home. That is a [censored]! My husband were all day home and were waiting for the parcel which very important for us. I am complaining about the unethical behavior from the Yurtici Cargo because they are lying! They have neighter left a note behind that they came. My parcel was about to send back when my husband called the yurici cargo and he went to there self to pick his parcel.
I am definately not content with the delivery
Parcel sended from Belgium/Genk to Turkey Balikesir/ edremit
postcode : 3600 Genk
>> trackingnumber : [protected]

my shipment tracking number is ES200682052KR in tracking is that my shipment is completed, but it was't never even delivered first time because information about recipient was't at home is incorrect and wrong because we are was waiting for shipment delivery whole day on 22 Nov, 2019. But about 9:00 am information about our shipment was changed quickly as a an succesful delivery and that delivery was completed. Could you please comment this situation and deliver our shipment as soonest as possible who can get our shipping parcele and who it could be even possible in one second after unsuccesful delivery? person who was responsible for this shipment have got it ? why in your tracking website you often display fake information it is unprofessional and make people mess and mad.
this situation is not a single. the DHL delivery service put us in that situation not for fist time. how it could be possible in dhl company and even in Germany

The issue that I have experienced was: 2 pallets were collect from our warehouse in Norfolk. Each pallet had 45 cartons of snacks. They were delivered to LMI in Belfast by DHL. However, upon arrival only 8 boxes were left on each of the pallets. This was a short fall of 37 cartons on each pallet. This shortfall only came to my attention recently. A full stock reconciliation was done both in our warehouse and in the clients warehouse. DHL have also checked their warehouse and have accepted liability. They are refusing to pay a claim as they say we are outside the 30day window which I do not accept., It took time to verify the loss and both warehouse had to be checked. I am seeking full reimbursement.

It occurred on: 22/07/2019

This meant that Loss of sales

Invoice Value was 3510
Less 74 cartons value of 2, 886.00
Cost for transportation - 349.95

Total Due for lost goods is 3, 235.95

The client was furious and has threatened to close his account with us. This is very embarrassing and is clearly the fault of DHL.

I would like a refund of 3, 235.95

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.

Yours faithfully,

Michelle Rossini dela Cruz

Parcel reference number [protected]

DHL has to be among the worst shipping companies that I have had the misfortune of having to deal with. I am absolutely amazed at how inept these people are. The last time I had a package shipped it took about a month for them to move it out of Germany. If this is an example of express service I would hate to think what their normal service might look like. Right no my package is currently rotting in their warehouse since the 23 of October. Here it is the 5 of November and it is still waiting to be shipped to me WOW. Among my friends who have had similar experience, when I told them that the package was coming DHL their response was "Good luck"

Today the dhl driver came to my house and my 14 week old puppy ran to him. The man said the dog was harassing him and refused to deliver the parcel, I apologized and explained the dog was young and excited when the doorbell rang . He said he had no time for this and the dog harassed him, I said he did no such thing and he complained dogs bite him . I said this was unfortunate but this was not the case with my puppy.
Could you ensure this driver does not have to come to our house again as he is clearly a very angry individual
This happened on Saturday 2nd November in germany frankfurt around 12.50

Package sent from Miami, USA to Saint Germain-en-Laye, France for express delivery on Thursday, October 11, 2019.

Package was not delivered to our Corporate Office in Saint Germain-en-Laye on Thursday, Oct. 11th or Friday, Oct. 12th or Saturday, Oct 13th or Monday, October 14, 2019.

Each time Customer Service was called and each time delivery was promised.

We are still sitting here with nothing being delivered. This was an urgent delivery.
Where is our package?

On Thursday 10th October at 13.39 I called Dhl to inform them that the package I had just sent containing 1000 euros worth of computer was to be stopped as I had discovered i was a xictim of fraud. I was informed that the package was still at the post office and I was to go and get it back when they reopened. When i got to the post office a 14.50 they had already given the package to the driver. So i immediately call Dhl and informed them 14.59. I was then told that a stop had been made on the package and it would be sent back to me, i was so relieved. So imagine my anger when the next day i recieved a phone call at 9.55 to say that the package was in France and being delivered and there had been NO stop status placed on it. Thrn i was told they would try and stop the package. Then finally on Friday at 16.06 i was informed the package had been delivered. That meant that had lost 1, 000 euros plus 100 euros delivery. I cannot believe that in the 37 hours between when i informed Dhl that i was a victim of fraud and when the package was delivered NOTHING was done to help me. I will be seeking legal advice as i thnk it is disgusting service and it has caused me so much stress. Although Dhl are not the fraudsters they certainly helped them reach their goal.
Package tracking number [protected]

Dear DHL Global,
I would like to bring to your attention of the disappointingly poor quality of service in Uzbekistan. I have recently used DHL to send a piece of document from Tokyo to Tashkent (tracking number: [protected]), and we faced shockingly poor quality of service in Tashkent office. Specifically, I would like to highlight the following points, and expect your response on these points:
1) Messy schedule of DHL Tashkent office. We tracked and found out that the document "clearance processing complete"d on 31 August. It took 2.5 days for the document to reach from Tokyo to Tashkent. On the 31st August, we called DHL office and asked if we could come to DHL Tashkent (as the timing of delivery was important for us). When we called, DHL Tashkent told us that the Uzbekistan office will be closed during 1-3 September (inclusive dates). The communication was very rude, and without any prior notification on the website or formal announcement on DHL Uzbekistan website. What is this mess?
2) Lack of due responsibility and lies. Ok, on the 31st August, we decided to wait till 4 September, and asked if we can take the document from DHL Tashkent office. The DHL office agreed on the phone that we can pick up from the DHL Tashkent office on 4 September early morning. However, DHL office suddenly decided to send it with the courier. And the personnel told us that "we agreed to send the document during the daytime, any time". First, agreement was not any time - it was early morning "8:30 - 9:00"; second, it was not by courier - it was "pick up from DHL Tashkent office". Who will bear the responsibility for the lack of responsibility and the unprofessional lies of the DHL Tashkent office?
3) Rude officers/courier drivers. We did not ask the driver's or officer's names as it is possible to track them by the tracking number of the document. On 4 September, when we called the driver, he responded very rudely and forcefully (with anger, we felt), saying "he will deliver the document during the daytime" although we tried explaining to him that we agreed to pick up the document early morning, and timing is very important (we need to submit application for a visa). So, we had to drive to him to pick up the document ourselves. We pay money for your services, howcome you can not deal with simple communication skills of your employees? Why customers who are paying you must suffer from the poor quality of services? Who will reimburse extra costs incurred by us in terms of taxi costs to your driver?

I hope DHL HQ will review this case, and respond adequately.

Best regards,
Khusniddin ([protected]@gmail.com)

Formal Complaint to DHL International at 11h54, 13 August 2019

Here follows a complaint addressed to DHL Hong Kong on 12 August 2019 and another complaint I wanted to address to DHL Mauritius but have not on 13 August 11 h 52.

Sir/Madam,

I paid for DHL Service for the shipment of JD014600007114510588 a solar inverter of brand Eyen OPS 1012E. Waybill: [protected].

According to your tracking information

On Sunday, August 4, 2019
Shipment was picked up HONG KONG 22:51.

And on Wednesday, August 7, 2019
12 Customs status updated MAURITIUS 10:03
13 Clearance processing complete at MAURITIUS 12:37
14 Processed at MAURITIUS 13:04
15 Departed Facility in MAURITIUS 13:08.

It is worth pointing out that I have not been contacted IN WRITING by DHL at anytime to date regarding this shipment.

On Monday 5 August 2019, at 11:18, I received a call of duration 1 sec and, at 11:55, another call of duration 1 minute 56 secs from a DHL staff member and that he said that regarding shipment I had to pay Taxes, Duties and other fees. His Phone number: 637 8811.
I explained to him that a Solar Inverter is totally exempted and zero-rated in Mauritius and that I could not understand why DHL is charging me Taxes, Duties and other fees.

He said he took note of my points would clear the matter at once.
On Wednesday 7 August 2019, at 15:50, I received a PHONE CALL of duration 37 secs and, at 15:51, another call of duration 1 minute 42 secs from someone who said he had a packet to deliver on behalf of DHL. His Phone number: 5497 0405. I asked him if there was any payment to be made. He said the were Taxes, Duties and other fees. I told him I did not have sufficient funds at my place. He said he was taking parcel back to DHL office and that I would have to settle the matter with DHL Staff.

Now, it is a most deplorable that YOUR TRACKING INFORMATION on Wednesday, August 7, 2019 gives an INACCURATE, DISHONEST and FALSE information:

18 Recipient refused delivery MAURITIUS 15:55.

I, the Recipient never refused delivery. DHL did not properly handle Customs Clearance and DHL Staff member who called me on Monday 5 August did not make the necessary arrangements for the declaration of the solar inverter.

It is most PUZZLING that your tracking information makes no mention of Monday 5 August 2019 PHONE CALL by DHL Staff member.

It is also most DAMAGING that your tracking information FALLACIOUSLY REPORT the content of my PHONE CONVERSATION on Wednesday 7 August 2019 with the DHL Delivery member. Is that cover up?

And your company puts a further burden on me the client:

19 Shipment held - Available upon receipt of payment 18:12.

Please explain to me what payment DHL is claiming.
Is it payment for DHL failing to conduct its job properly?

Does DHL practice double invoicing, have hidden fees, engage in fraudulent practices?

I, the client, should be refunded and compensated for doing DHL Staff Job and having to suffer the harassment of explanation and hardship of what should have been a straightforward shipment.

Do I pay DHL for having so many difficulties in getting my item delivered or should I say: in not getting it delivered? Why is it such a hassle for me the client?

Is DHL a harassing, an abusing, a blaming and a shaming the client company?

I am most disappointed by DHL service. Is it DHL usual practice to turn a client into a make runner?

I have never experienced any difficulties with other companies which have taken care of the shipment of the same item (solar inverter) on two other occasions since the beginning of this year. On top of it their costs were cheaper. There were NO CHARGES (no taxes, duties and fees). ZERO rupees claimed. And their service was most pleasant and excellent.

I do not thank DHL for its most incorrect, troublesome and unprofessional dealings
Is VERBAL communication purposefully privileged over WRITTEN exchange to cover up malpractices?

Fraud and Abuse are punishable by law in Mauritius.

Sincerely,

Jean Laval Nagapen

On 12 August 2019,

I addressed the following Email the Mauritius Revenue Authority.

Sir/Madam,

I am informed by DHL that the MRA has charged Taxes, Duties, VAT and Clearing Fees in respect of DHL Waybill: [protected] - Solar Inverter for Jean Laval Nagapen.

Please find attached invoice for the solar inverter. Product landed in Mauritius on 7 August 2019.

According to MRA Document REF: INT 03/14 and MRA Import tariff 8501.32.10 Photovoltaic system, including photovoltaic generators are fully exempted and zero-rated.

Please confirm amount of Taxes, Duties, VAT and Clearing Fees charged by MRA in respect of DHL Waybill: [protected] - Solar Inverter for Jean Laval Nagapen.

Sincerely,

Jean Laval Nagapen

On 12 August 2019,
at 12:02

I have received the following Email from Mr Sateedanand Ramburuth of the MRA

Dear Sir,

Needful has already been done and the error rectified - kindly contact DHL for delivery of your consignment.

Thanking you in anticipation.

Kind regards
RAMBURUTH Sateedanand
Section Head
Airport Cargo Operations Section (ACOS)
Freight Forwarders Centre
PATS Building
Plaine-Magnien
Tel.: + [protected] ; +[protected]; Fax: + [protected]
Email: sateedanand.[protected]@mra.mu

On 12 August 2019,

I have replied to RAMBURUTH Sateedanand, Section Head, Airport Cargo Operations Section.

Thank you for your assistance.

For the record, I will not contact DHL. Maybe you could intervene.

Because I have been subject to verbal and written abuse from that company in the outcome of that issue.

My only hope is that the Solar Inverter is delivered in mint condition, free of any charge and with apologies, refund and compensation by DHL.

As a client, it is the VERY least I can expect.

As a client, I am not the one who should be doing the DHL Staff job, the DHL job.

Please note that as a result of the improper handling of the matter by DHL, that company itself has put on hold my shipment.

And it still is...

UNBELIEVABLE! Complete nonsense.

That's not OK with me.

What about the result of that issue on my person and my activities?

For the record, also note that verbal and written abuse are punishable by law in Mauritius.

From my point of view it is a case of fraudulent practice from DHL.

And that issue will be taken a step higher.

Sincerely,

Jean Laval Nagapen

On 12 August 2019,
at 13:00

I have received the following Email from Mr Sateedanand Ramburuth of the MRA

Dear Sir,
Well noted - I shall contact DHL and ensure that your consignment is duly delivered to you.
Dear Mr Beeharry,
Kindly follow up on issue and keep me posted.

Kind regards
RAMBURUTH Sateedanand

On 13 August 2019, I received an Email from
Pascaline ARAYO (DHL MU)
at 8 h 47

Dear Mr. Nagapen,
Thank you for your mail.
Kindly be informed that a request has been opened as per your below mail concerning your complaint.
My colleagues Ms. Diya/Mr. Javed, working on same shall revert back to you today at 11:30 am.
We remain at your disposal for any additional information you may require.
Kind regards,
Pascaline Arayo (Ms)
Customer Service Advisor

DHL (Mauritius) Ltd
Cnr Mgr Gonin & Sir Virgil Naz Streets
Port Louis
11328
MAURITIUS
Phone :+[protected]/+[protected]
Fax :+[protected]
pascaline.[protected]@dhl.com

On 13 August at 9 h 55,

I replied to
Pascaline Arayo (Ms)
Customer Service Advisor

I shall check your reply by Email at 11h30, this 13 August 2019.
Jean Laval Nagapen

On 13 August 2019.
I wanted to address an Email to

Pascaline Arayo (Ms)
DHL Customer Service Advisor
BUT CONSIDERED THAT IT WAS POINTLESS.

Here follows the complaint I wanted to forward:

13 August 2019.

From my point of view, the focus of DHL Mauritius is how to serve the customer the worst experience, the focus of DHL Mauritius is how to abuse the customer.
From what I have experienced from DHL Mauritius, its culture is insanely customer frauding centric.
DHL Mauritius attitude is game playing Heads it wins Tails the client lose.
Your Email at 8h47 on 13 August 2019 confirms the above.

Your are concerned with all but the Client. No mention is made about delivery of my shipment and property.
Your priority is a request that has been opened. What is the purpose of DHL Website and tracking information then? Printing erroneous information? Manipulating the client conversation?
What about my shipment (under your AUTHORITY since 4 August)?

Ooooppppsssss! Sorry. I should have asked that question. It is not DHL Mauritius concern nor its priority.

According to your Email, DHL supports that EXPRESS SHIPPING is making the client PAY and WAIT and "remain at his disposal for any additional information he may require".
I don't need additionnal information. Everything is on your website. You accused me of refusing shipment. I never refused shipment. DHL DID NOT DO ITS JOB PROPERLY AND WAS (AND STILL IS, since you havent change your position) TRYING TO FRAUD ME INTO PAYMENT OF CHARGES for which, as I told DHL Staff member on 5 August, a solar inverter is exempted.
I have had to intervene to get things right with the Mauritius Revenue Authority.
AM I REMUNERATED TO DO DHL JOB ?
It is puzzling that DHL cannot handle such a simple shipment from Hong Kong to Mauritius. And makes it such a hassle and burden on the client. Adding insult to injury : opens a request nine days later...
That is the service I have paid DHL for. It is 11h35, 13 August 2019, in Mauritius. No Email from DHL Mauritius. And FRAUDING being the intrinsic culture of DHL, isn't the latter looking for some way to make me the client to PAY for more fees? Instead of PROVIDING A PLEASANT SERVICE?
And Pascaline Arayo (Ms), Customer Service Advisor, is at too high a position in the company to take the delivery of my shipment in hand. She has delegated it to her colleagues Ms. Diya/Mr. Javed, who shall revert back to me.
I take good note of the DEVALUATING THE CLIENT ATTITUDE of DHL Mauritius.
I was right about the ABUSE being part of DHL Company Culture in my compalint addressed to Hong Kong. I have a second confirmation that it not only verbal, it is written too. It is DHL Mauritius Culture.
Is DHL Mauritius looking for a certified excellence award in client abusing, frauding, devaluating, manipulating, dominating, etc.? The TOP in Mauritius?

Jean Laval Nagapen

i shiptment parcel to my cousin in US then last update was customes updated and release by customes and one week was stuck..
then i ask my reciever to called customer care of DHL and the answer they dont know where is the parcel and they cant scan...

How become like this...just like that there is no idea of update about parcel...
we need help to find my parcel and to update us where it is...

The deliveryman was especially very rude to me. It is Friday which falls on the 14th of June 2019 that he called out the house owner to retrieve her packaging. I was on a call with a friend and he shouted "BUKA ah" in a discourteous way and offended my feelings. He was saying that to me so that I open the house gate and retrieve the packaging quickly. He seemed very impatient and rude. He was a Malay. I'd never encountered such a rude person in my life before. Please fire him immediately so he does not do it again as I concern for other customers who will get him as the deliveryman. And then the deliveryman shouted "ADUH" and deeply hurt my feelings. I almost wanted to punch him in the face. Please reply me a response so that I know what kind of actions you are taking. Or I will have to sue you for misused service and disrespecting a customer. I see to it that you must fire a man who will never change to be polite.

The delivery time was listed on the website for end of day Tuesday. I hung around all day waiting for the delivery as a signature was required. Finally, at 8:50pm I called DHL to see where my package was and was told it would be delivered the next day! Do you not give a sh-t about your customer's time! I can sit and wait all day for a package that never comes because you can't find the time to update your website! I will be sure to never use you again! Your service sucks!

I originally tried to contact DHL Colombia by asking via email the below question to the person that wrote me from DHL. The person is:

gloria.[protected]@dhl.com

This person Gloria Baez did not reply my email.

Ordered item from Italy. Paid for DHL shipping which was over 45 euros. Now DHL Colombia wants me to pay a "handling" fee of over 50 thoushand pesos plus tax! If shipping was already paid for, from Italy to my doorstep why is DHL charging me such a high handling fee? I am OK with the customs fee but not "handling" fee which should have been covered by what I paid in Euros.

AWB is [protected]

Good evening.

Last monday (20/05/2019) I scheduled a EXPRESS WORLDWIDE service with pick up at Frankfurt airport and delivery to A Coruña (Spain). Tracking number: [protected].

According to the shipment receipt and the description of the service I was purchasing (I payed about 100€ for this), the package should have arrived today (22/05/2019). Instead of that, I've just been updated about the pick up happening just today, before 15.00. So, it's unlikely that it's arriving this evening.

Obviously, I was expecting this item to arrive today and now I don't even know when will it arrive, since DHL didn't update that information.

Is there any explanation to this delay and lack of information? Can you tell me when is this package expected to be finally delivered? Shall my expense be partialy or completely refunded?

Thanks!

Dear Sir,
Hope you are fine.
Very disappointed with the services provided to me by DHL. I gived preference to DHL rather than Government Post. I sent my original documents to Canada on 14 May 2019 from Peshawar Pakistan. The package is delivered there by 17 May 2019 but all the original documents are lost which is very important and can affect my carrier.
I have complaint in your regional offices in Pakistan but replied to wait.
I am in pressure about my original documents.

I need you to please take a strict action against my complain that i could find my original documents.
Waybill Number: [protected]

Your fast action in this regards will be appreciated.

Best regards,
Raheem

Premium Drinks International in Portugal dispatched a parcel containing Port Wine to me via DHL on 10 April 2019. The cost of carriage was expensive at €41.82. To date I have not received it. DHL tracking shows that the parcel was in Germany on 26 April 2019.
The AWB Number is JJD00036909000057130001

Can you have DHL deliver this parcel without delay to me at
Mr D Donagh
26 Broadfield View
Kilcullen Road
W91HFX9 Naas
Co Kildare
Ireland

I am writing complain regarding the philippine embassy attestation service. I am currently in the UAE and ask my friend to process my papers for dfa red ribbon. They said they need SPA from the Philippine embassy here in UAE, with my friend's passport copy allowing him to proccess the papers. So i sent the SPA to the Philippines with all the documents needed and now they said it should be the dhl company's name that should be written in there not my friend's name, and they dont need any passport for that. It's been a month, and i've waited for nothing because of that f*cking instruction.
To the dhl management please give sanctions for that branch, too many complaints already. It's a waste of time and money.!

Shame on you DHL. Unreliable and irresponsible company. Day 1 got a text message said the delivery will be the same day, waited till 1 pm got another text message said the recipient not home. I called back DHL immediately told them I was at home at the time in receipt the message. They verify the address with me looks like a small error on the address. It is understood but if the address was in error and no way the driver able to reach my home and how they claimed the recipient not at home. Any way, they promised to do the delivery on the next day after reconfirmed my address. Day 2, I waited till 5 pm and no show, I called back they said sorry they make a mistake by text me the wrong date of delivery. Day 3, i got a text message at around 1 pm said the recipient not at home and I was sat in my house while the message came in. This is a very important doc that I need to carry with my on my business trip and due to the screw up and I need to cancel my trip. Till this moment, DHL still not delivery my package. I give 0 rating and urge ppl not to use their services if you are in urgent.

Dhl sent my extremely expensive and irreplaceable package to the wrong country. And now its lost to the abyss. No one knows where it is or what happened to it. I will never be able to replace it because only one was ever made. I'm waiting for update from this other country as to whether or not they are going to declare it lost. After that theres nothing dhl can do for me. I actually wondering if someone seen it, wanted it and then "lost" it . To keep it for themselves. Because like I said it was very valuable and irreplaceable. I never imagined something like this would happen and I've never experienced this with any item I have ever ordered online. I will never again order from anyone who ships through dhl. Worst company ever

On or about 11:53 on 10 April 2019, DHL Servicepoint [protected] in Heidelberg, Germany, submitted a 0.5 kg shipment with the DHL tracking number [protected] for next day delivery in Castiglioncello, Italy. It was processed at Mannheim, Germany, a distance of under 25 miles, at 20:23 for dispatch to Frankfurt where it arrived and was processed by 21:30. It departed Frankfurt at 22:53.

It was transferred through Cologne, Germany shortly after 04:00 on 11 April. It arrived in Bergamo, Italy at 05:35, departed that facility at 7:32 and arrived at Leghorn/Livorno, Italy at 10:52 on 11 April. It did not depart that facility until 08:47, 12 April to be sent to a delivery facilty, also in Leghorn/Livorno where it arrived at 09:42. At 12:12 it was reported as being "with delivery courier. Eight minutes later it was receipted for at the recipient's address.

This is NOT one day delivery and the 21 hours spent in Livorno are unexplained and unacceptable. As recipient, I have reimbursed the shipper for the €47.90 you charged him; the delay was clearly not his fault.

I await your reply.