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DHL Express

DHL Express review: Shipment

K
Author of the review
7:11 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Absolutely diabolical handling of shipment, follow up and customer service. Shocking to think this is a service that cost me money! Its taken over 24 days to get a simple payment link for duties for a shipment that should have been delivered before Christmas.

The slow responses and unwillingness of staff to proactively follow up is shocking. Despite numerous escalation requests, the issue is no further. Shocking and appauling!

Claimed loss: Close to 1 month delay on overnight shipment...

Desired outcome: Official apology and refund. I did not get any service as promised!

Confidential Information Hidden: This section contains confidential information visible to verified DHL Express representatives only. If you are affiliated with DHL Express, please claim your business to access these details.

Update by Karl O
Jan 08, 2025 7:30 am EST

I sent a package well in advance of Christmas to a recipient in Botswana. Package was scheduled to be delivered 4 days later. Its been 25 days, and endless excuses. No ability to escalate the issue, and no interest from either Belgium or Botswana staff to resolve.

Why, payment was made in full prior to shipment, therefor why should they care about honouring the delivery date or assist the customer? I feel robbed by DHL Express and the constant excuses are just simply unacceptable. You should feel ashamed of yourselves for actually charging for a service you do not deliver! Its been 25 days, and no indication when delivery will happen. Even attempts at sharing what actually goes on in their business with the DHL Express CEO has gone unanswered. Absolutely appalling and disgusting that companies such as DHL Express are allowed to get away with this.

Next step is official complaint with Consumer Affairs and Better Business Bureau.

Resolved

Delivery took place thanks to assistance of Head of Customer Service in Botswana - she was very helpful and true to her promises. I still await feedback on their investigation to the reasons why this occurred.

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  4. DHL Express address
    Heinrich-Brüning-Straße 5, Bonn, 53113, Germany
  5. DHL Express social media
  6. Nick
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    Jan 16, 2025
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DHL Express Category
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