Consumer Complaints and Reviews
When I was expecting a deliver from DHL with very important documents send from my mother from Sri Lanka to here she did big mistake choosing DHL service. They did attempt to deliver first day march 07 I was at work, I called customer service they suggested to deliver to my work where Fort Lauderdale International Airport which is ideal for me, since I got work every day and I live by myself. I gave the address to deliver. Never deliver. Called again found out courier came and left because address was written wrong, then corrected it to deliver again following day. Same thing never came. I had been calling many times to customer service. Always have different answer, once said driver did not have parking so he left, I told them call me I can come outside to receive it or go down to Miami office which about one hour drive for me. They said not possible.
Have to make another request for pick up. Both days I stayed after my work until 7pm expecting delivery. Second day I realized something wrong. Talked to supervisor. Found out package is sitting in Miami office. He said he called Miami nobody picking up. That's where I decided to drive to Miami before close, because I need that documents very badly. Time was running out. When I picked up my package I asked the guy at counter. He said package never moved last two days was sitting there. My question why all those lies from customer service. That was bad service. If I did not go there to pick up listening to customer service that package still sitting there. Never DHL again, I had to sign and to send back those documents urgently, used different courier delivered without having any problems.
I ordered some goods from Tunisia. My package was opened and two products from my order were stolen. I have contacted DHL in Italy over 6 times in the last two weeks. Although their website says they will reply within 24 hours no one has contacted me. It's absolutely disgraceful that you pay so much for such a terrible service. The delivery cost was 200 euros.
DHL has the worst customer service than any other courier. They answer the phone with no phone etiquette, no greeting, the guy puts you on hold and transfers you while in the middle of talking. Then their reps are not knowledgeable about their policies. They made me miss work, only to not deliver my package the day is was supposed to be delivered. When I asked to speak to a supervisor to get clarity of their policies of waiving my shipping fee for the inconvenience of their delay, I get hung up on. Finally, I called back to speak to the rude rep's supervisor, and he sides with him making excuses that their phone is tricky and he couldn't have hung up on me. Clearly he hung up after asking for a supervisor! This is a terrible courier service and I won't be ordering from any vendor who deals with them!
I was expecting a package that's suppose to be deliver at my home yesterday. After waiting the whole day I received another text message and saying that they put the incorrect apartment number so they weren't able to deliver it. I wasn't aware of the prior at that when they said they would deliver it I'm assuming they have all the information correctly. I took off from work just to get this package... When I call customer service which they are extremely rude and unhelpful including Sarah and the manager Ariel ID number ** who's supposed to be the manager. Doesn't apologize for the inconvenience and she cut me off every time when I want to talk. I felt like I'm getting whooped by someone I don't know. I work customer service too but I never see such a horrible experience. Never sent anything and I don't recommend for anyone DHL again!!!
DHL will bill you an arm and a legs for their services. My order was $150 value and I paid $19 for shipment. DHL ask me to pay an additional $66 upon delivery. It's fair to say that DHL is running unethical enterprise.
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I ordered a product that was shipped from San Diego, CA to Buffalo NY. It took 3 days to even leave the DHL Facility. After that it took 8 days to get from the facility to someplace in NJ. After waiting over a week for my package to come, DHL DELIVERED THE PACKAGE TO THE WRONG PLACE IN THE WRONG STATE!!! I am not happy with DHL and I will start ordering my products with FedEx or UPS shipping if I get the option (Normal companies I ship with). DHL is terrible and doesn't know what they're doing at all. This was completely unacceptable because the package I had coming was something my brother needed. It's 4 days after they misdelivered my package and it's only in Albany NY. I'm not happy at all.
I got the notification "Delivery attempted; recipient not home" at 16:31. Yet, there was someone present at this time. Called support and they told me they tried to contact the driver but they didn't respond, but they left a message. Then at 18:00, my ability to reschedule stopped. (Greyed out) I tried to contact them again, but they are out of office now. Absolutely horrible.
My complex no longer accepts packages from DHL because of past problems with DHL. On this occasion the driver left a package with a neighbor (not an immediate neighbor, one several doors down). This neighbor didn't offer to take the package, they were asked to. A neighbor that is often out of town. I never received a delivery notice, no email, no text, not even a note on the door, nothing to say the package had been delivered. The original shipper couldn't verify the package had been delivered til nearly a week after. The DHL tracking system simply said "delivered". There was no indication to whom it was delivered, no name, not "left with a neighbor", not "left with management", nothing, just "delivered". Not until this neighbor finally came to me did I know where the package was. This is not the way deliveries should be made.
I had an urgent package from KL Malaysia to UK. I telephoned DHL Malaysia who informed me of the deadline for delivery. The package took less than 48 hours from Malaysia-Singapore-Germany -UK. On arrival in the UK it took 3 days to be delivered to the destination. The package arrived in the UK and lay untouched in the DHL depot for over 24 hours and eventually delivered three days late. First DHL claimed bad weather. Then DHL said they do not work weekends. Although DHL misled me they are now hiding behind the small print. I have asked for contact details of the CEO in Malaysia but DHL have refused tell me! Based on this poor experience I cannot recommend anyone to use DHL.
I had ordered protein online from U.S.A. At the time of ordering I paid product charges + shipping charges that is 4800 rs, no other charges were pop up for my order. When order delivered to me courier person took 3280 rs from me as duty and taxes... which is not at all communicated to me when I spoke to product company and courier company. They said "this is not in our hand, this charges are asked by your country and that nonsense stuff"... so wherever you see DHL is vendor for any order then confirm all other charges before placing order. I know this is not only courier company fault but also product company is responsible for this. My question is if courier company add their shipping charges while ordering then why not indicating duty and taxes charges to the customer. I will never go with DHL in future.
I spent £85 to send a gift to my mother in Brazil and parcel is stuck in Sao Paulo. Delivery agent asking for £150 to release parcel and mentioned the rate (DHL) for delivery was not paid!!! Unbelievable! I now find out parcel from UK has gone to Belgium, then The Netherlands, Germany and now in Madrid. Delivery date should have been yesterday, Feb 16, but still parcel stuck in Madrid now for 3 days! I paid for express delivery and so far this is slow delivery! Lack of information and confusion! I have called DHL daily and still they cannot clarify situation! This is just terrible! Please sort it out!
February 18 and my parents are called by DHL in Brazil for the fourth time alleging that parcel was in Brazil and being sent "formal" way not "express". My parents had proof it was sent express and DHL once again mentioned it was a mistake! My parents mentioned they will not be "bribed" and no money paid for a parcel that was already paid for! It seems there is something very wrong happening at DHL Brazil! It is disgraceful!
I found some car parts from a guy in Germany in eBay and decided to buy them. I asked the guy to send the parts by DHL and he did so on the 19th of January, sending me the tracking code. The packet should normally first go to Feucht from where it goes down to Greece and the whole process takes about 10 days. This packet went to Feucht then to Rudersdorf (another German packet centre some 400 kilometers away) and then back to Feucht to continue commuting between the two cities. The packet in Feucht shows as Incoming from Greece and when in Rudersdorf shows as outgoing to Greece!!!
I notified the seller - who is the sole owner of the package regardless if the recipient has paid for it or the transport expenses!!! DHL completely ignores my messages... The seller has contacted them and said they would fix it. The package stood for 2 days in Rudersdorf and then started commuting on a daily basis again. This goes on for a month. The seller requested an inquiry. We are still waiting...
My mom couldn't see who was at the door so DHL guy started talking to neighbor. When my mom opened door he was rude to her and said "Now you open the door!" And started to argue with my mother. We don't owe him anything! Do your job creep!
They came to us to open an account with them and send parcels to any place with a discounted rate. I had sent a parcel to Rawalpindi (Pakistan) earlier through TCS, billed 1260 UAE dirhams for which they were charged 3100 Pak Rs custom duty. When I couriered another parcel to the same party worth 300 UAE dirhams, DHL collect 7940 Pak Rs from them. This is really ridiculous. How can we trust these courier companies at any time. There is no one who is responsible to answer. Its almost a week and no favourable reply.
DHL has disappointed me for the last. After having an business account with them for over a month, I logged in and made the same shipment I had done a month ago. It was scheduled to be picked up at our place of business that same day before 6PM. They never showed, not even a call. Next business day I called and made a complaint and they sent someone to pick up the shipment shortly after. The next day I received a call from the receiver saying that she checked the tracking and due to bad account the shipment was going to be returned back to me (the shipper).
Very irate I called DHL and they tell me that they don't know what is going on and I needed to wait until the research team finds out what's going on. After TWO HOURS they tell me my they need more information and my account is incomplete, when I sent the EXACT same shipment one month ago. They are very irresponsible and didn't have the courtesy to call me back and tell me what information was needed to complete the shipment. I will never use their service again. Customer service was terrible.NO ONE KNEW ANYTHING, KEPT TRANSFERRING. THEIR WEBSITE ALSO NEEDS EASIER PAYING METHODS.
I sent two envelopes to NYC area containing $300 to people who had no $$ means to survive... The damned demons from the pit of hell who worked at Thamel, Kathmandu DHL Express Delivery stole all my $$. The recipients in USA found envelopes torn and $$ missing. :( Also... I noticed the staff changed persons every 15 min about. They really need to shut down this damned place. I was told by a female rep that no DHL employee is not suppose to open envelope... At all. I made sure funds were well hid and not visible. An employee... A man... Stapled and sealed both envelopes before my face. He put it in sealed DHL plastic envelope. Another employee came in. Afterwards while I was there.
Two things... First employee knew that the contents were private. And secondly... I actually had to beg for a receipt. He then told me his name. But signed another name on the receipt. The reason why I was forced to mail $$... Had real emergency in my family and they needed immediate assistance. To my dismay all Western Unions in this country could only receive and not send. I ran out of options. So was forced to mail. Assuming a risk.... I did not know the employees were such low life pieces of crap. Thereby making all Nepal look bad. Like I said before. I hope they shut down this damn place before anybody else is robbed or scammed! - Signed - mad as hell consumer! :(
This courier company is such a SCAM! For years I have received sub par service but today topped them all. Don't bother using their notifications, my DHL payment or their sign to leave package service. They don't bother giving that information to their couriers. So if you think paying your duty fees, and jumping through their hoops helps actually receive your parcel well you won't. I still don't have my parcel. They have no reason, they couldn't care less. They may send it tomorrow. Want to escalate to a team leader, don't bother.
Tactic #1. You will sit on hold. You'll notice they have a system that will remind the agent to pick up after 2 minutes. Nope she will just put you back to the on hold loop. You'll stay there good and long and finally you'll be told they will call you. Nope! They don't do that either. Start that cycle over where you call and sit on hold and retell the super pleasant story again. A real joy to pay premium fees for a courier service that is worse than Canada Post. If that was even possible. Avoid this company. We are. I actually went to the office and we cancelled our corporate account.
Worst shipping company I have ever dealt with. After going online and updating my shipping address they still sent it to the old address even though I received a email specifically stating that my information has been updated. Which now made my $1300 package sitting in front of my house on a busy street in the middle of the day. After calling and complaining the girl explains to me that I should have called in to confirm my shipping address has changed. EVEN THOUGH I already received email confirmation telling my address has been updated. Absolutely ridiculous. And to boot someone decided to write NSR (No signature required) on my package with pen. Since I paid duties already I guess that means it's fine to just throw on my doorstep. Never been more disappointed in a company. Glad I was able to get off work early and recover my package before any local high schools got out nearby.
We sent a big parcel (10kg) from Germany to Iran and paid 60€ to DHL for shipment. After a month we received a link to track it in the destination country with a different tracking number. It was a Chinese website and thank to Google Translate we found that the parcel is in China. We went to the DHL office for several time but the only answer we received is that we could fill up a complaint form. We did so, and after a month we received a letter asking the contents of the parcel for a refund/compensation. We listed some and the total worth of 200-300€ (of course you do not pay 60€ to ship something priced 1€) and then DHL said that "your parcel will be returned."
After more than a month, the online tracking says that the parcel is back in Germany but the recipient is unknown. How come? DHL has already sent us three letters!!! Do they finally return the parcel? Are the parcel and its contents in the original form? Do they refund the 60€ fee? Nobody knows. My message to DHL: please do not promise what you could not achieve! If you can't rely on your partners in other countries, please do not play with customers. Simply say no, and we will look for alternative solutions.
I sent a tracked package from Finland to Germany (both EU countries) on the 29.12.2016. I followed the tracking every day, and on the 4th January it was stated it was in Rudersdorf parcel centre Germany... And that was it, and still it is there. It has not followed on to the correct address in Frankfurt. I sent emails and probably spent a small fortune phoning DHL Germany, only to be passed from one number to the next (I think at least six different numbers before being told to phone back the first number).
Eventually I got someone to say they could not see the reason why the package has not be delivered, wtf. Why they bother to employ so many people to answer phones but cannot solve the issue??? I have since filed a complaint with them, let us see how long that takes! I can only say what I told the guy from DHL, this is the last time I will use them. I cannot stress enough the importance that someone high up in that company needs to take stock and start controlling what is happening beneath them.
The worst experience ever. The courier gave my package to someone somewhere else and marked it as delivered, package worth 800$. They gave it to someone else free and it's my loss, I will see you in court DHL.
5 days and all they have done is processed? This is the second time I have ordered that the seller uses DHL. I will not ever purchase a product from a vendor that uses DHL again. Would rather pay a premium. The shipping, tracking and customer service is horrible. Do yourself a favor, pay extra to use UPS from another vendor.
DHL is the last choice I make for shipping and for good reasons. DHL is INEFFICIENT in their delivery scheduling. DHL customer service is bad to poor. They try to be efficient by sending you a text notification of delivery but delivery doesn't happen!!! EXTREMELY BAD when you are waiting on an important document. The sender is from Italy and they used DHL. I would NOT have!!! I called the Customer Service #800-225-5345 and they did not even try to help. Answer was: "Your package will not be delivered today." No offer to do anything else!!! I'm angry.
I ordered a pretty expensive item from Lithuania to United States. The shipping was really fast as expected. However, while I was at work, I was also tracking the shipping and I noticed that it was delivered at my house. I was wondering why they didn't ask for the signature. I knew that my shipper asked for it. After a few hours I came back home and couldn't find my package. I called them immediately and they confirmed it was delivered and they will contact the courier and call me back. After 2 hours they never did so I called back and talked to another person who also confirmed the package got delivered and he will contact dispatch service so they can talk to the courier.
They called me back in a very short time to let me know that the package is behind the house. I went to look and it was thrown behind the garbage cans. I probably would not have found it for a few day at least. I am happy that everything ended fine and my shipper and me did not have any more issues but I really wish they asked me to sign it the way they supposed to do... or at least left a note in the mailbox saying the package is behind the house. However, the signature should be a must especially after I paid a lot of money for the item and shipping too. SO PLEASE DHL, ASK FOR SIGNATURES IN ORDER TO DELIVER THE ITEMS CORRECTLY!
DHL is the worse International Co shipment in the world. Not respect with the customer, the supervisor does not solve problem, delay package with NOT EXPLANATION, very irresponsibly and all the worse can human imagine about a shipment. Believe I never complain in written but today 1/9/2017 I have to do it. So irresponsible. PLEASE DO NOT MAKE BUSINESS WITH DHL...
I have been waiting for a delivery for two weeks. DHL company sent me a few messages in different times telling me that they will be delivering it and nobody came to my house. I could not go to work two consecutive days waiting for the package and they never arrived. I must say this is not the first time I have had this experience with them. "Inefficient DHL company."
I had shipped my mother's medical denture on Dec 21, 2016 from Canada to Bangladesh, promised to reach Jan 1, 2017 -- it is now January 9 and has not arrived even after my father paid extra Taka 4000. 00 to the agent. My question why we have to pay extra and why the delay? Will you have tolerated it if it was your mother's denture? I am so disappointed with DHL service in Bangladesh -- a fully corrupt system.
This company is rude & unprofessional. Tracking your package is a waste of time & very incorrect. I missed the driver by 1 min. I actually seen him pull off, I was only in the backyard. Okay I understand that was my fault so I got someone on the phone no more than 2 mins later asking her, "Could he turn around?" She immediately cut me off & said, "He will be back to try again Monday," even after I stressed how close he was. She kept saying there was nothing they can do & how their drivers didn't carry service phones. This made me so furious. I hung, called back to get someone else on the phone & a guy took my call this time, & said he apologized & would put in a request, & how usually they come back when a request is placed.
About 30 mins later someone called me & informed me that he would be back with package. Keep in mind only 30 mins had passed & their tracking site was telling me it was already back in Atlanta (2 hrs, 45 mins away from my home). Because they went out the way to call back & let me know this I Sat in yard & waited so I would not miss him this time. Well 4 hrs later I called back & asked, "How much longer?" He said, "I'm sorry your package had already been returned back to the store," & I would receive it on Monday!! I became so furious I literally began to cry. All they did was lie, lie, lie to me.
I had already read the other horrible reviews, but tried to give them chance. Choose any service besides this one. This has been the worst experience ever!! I will never give them another try. They played me as if they were really concerned but honestly they didn't give 2 **!! Now I just want my package & to NEVER DEAL with them ever again.
I had a very bad experience sending parcel with DHL. They are absolute nightmare to talk on the phone and they also said they are self-regulated and they don't have a financial ombudsman, basically you cannot escalate a complaint, seriously, so if you wish to complaint they will just smile and say there is nothing we can do! Horrible company! Make sure your shipment don't cost 4 times more just like mine did!
I order a lot of goods online, many of which come from abroad. I live in Canada and understand that I will be charged duties on certain goods. However, I have had many expensive items shipped to me and rarely ever have to pay duties. In fact, I've ONLY ever paid duties when receiving items shipped through DHL. Recently, I ordered a $20 ceramic item from a US retailer, paid $25 in shipping to have it expressed shipped to me. I already felt ridiculous paying more for shipping than for the actual item. Once the item was delivered, I was hit with $22 "duties" at the door. Keep in mind, the delivery man had specified these are "duties". I also was not notified of the amount ahead of time as they usually do to give you the option to pay duties online, so this really did come as a surprise to me. Feeling upset and ripped off, I submitted a complaint via the company's website as they claim to value feedback.
I was emailed back basically with an explanation as to why I was charged ridiculously. I didn't initially ask for an explanation. I simply wanted to let them know I will no longer be using their service and have advised friends and family against it as well. You know, since they apparently value feedback. I was also sent a invoice of the charges and noticed that I was only charged $1.89 in duties which is absolutely fair. What's NOT fair is the $10.50 and $4.50 DHL charges in brokerage processing fees and transaction fees, and I was also charged GST on those fees. They like to cover up their fees by claiming you owe "duties", which is dishonest and disgusting.
The lady who emailed me tried to advise me on how I could "avoid" paying these brokerage fees in the future by opting for self clearance. THANK YOU for letting me know after I get ripped off. Not to mention how inconvenient self clearance would be. If I want to avoid brokerage processing fees I will avoid using DHL completely. This company just seems like a complete scam to me and I will now opt to use ANY other shipping company than DHL in the future.
ConsumerAffairs Research Team
The ConsumerAffairs Research Team believes everyone deserves to make smart decisions. We aim to provide readers with the most up-to-date information available about today's consumer products and services.
DHL has a presence in 220 countries and territories around the world, making it an easily accessible shipping option no matter where you are or where you need to send something. They offer solutions for businesses of all sizes, from eCommerce to manufacturing.
- DHL parcel and DHL eCommerce: DHL Parcel and DHL eCommerce provide standard parcel pick-up, delivery and return solutions internationally. These services are available for both businesses and consumers.
- Customs service: DHL customs brokers are available to help your business ensure you are compliant with all the latest customs laws and regulations. Customs and trade consultants can review your supply chain to optimize duties and identify potential risk areas.
- Cargo insurance: You want to make sure your cargo is insured for its full value in case it is damaged or destroyed in transit. DHL cargo insurance will protect your cargo from any damage or loss caused by an external cause. This can be purchased ad-hoc or as an annual plan, depending on the frequency of your shipping.
- DHL Express: Perfect for when you need a parcel or package shipped fast, DHL Express can make sure it reaches its destination in the shortest amount of time possible. Get an accurate quote on how long it will take to reach its destination online.
- Easy to use: DHL’s website makes it easy to track your orders. Sign up for an account to receive a discount on shipping and to place shipping orders. You can even order supplies online to use for shipping. To ship an item, simply fill out the online form, pay for shipping and drop the item off at one of DHL’s 4,500 service point locations worldwide.
- Best for DHL is best for eCommerce and larger businesses, particularly those that ship internationally.
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