DHL

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Consumer Complaints and Reviews

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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!

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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.

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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.

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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! :(

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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!

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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...

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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."

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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.

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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.

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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!

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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.

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DHL does not care to give the reason why the tracking status says 'clearance delay'. For a whole week!!! They hand over to cheap local courier companies who have no responsibility to take your valuable document to its destination.

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This morning 7AM got a wake up call from DHL Research personnel team, spoiling my day with the rude conversation, to tell the status about my package which was supposed to be delivered Tuesday and it's Thursday today. She told me that my package is on my way now. I asked her what's the problem. And the lady was so rude saying, "There is no problem. You know we don't work weekends and Monday is holiday and whole USA knows about it" and saying "don't yell at me."

When I was inquiring on Tuesday another guy from same research personnel team says, "You know we process thousands of documents every day. Do you know how difficult it is track it?" The people are so rude and I paid around 80$ for this service, whereas some other courier were truthful saying it will be delivered Wednesday because of holidays and for 40$.

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This is not a recent story as it happened in 2015, but I just came upon this forum and thought it was relevant to share. I ordered some clothing from a Chinese retailer (I'm in the US). I knew that shipping would take a while but wasn't worried as I've ordered things from other companies like this previously. Usually it gets sent through the USPS and I have to go pick it up from my local office. This company used DHL, worst choice ever. Tracking isn't detailed enough to begin with. It tells you nothing as to where your package is in the world, just that it's out there. When tracking finally said that it had been delivered and I had nothing show up on my doorstep I opened a claim with DHL. They gave me the usual spiel of "check with your neighbors and anyone in your household". I don't live in a bad neighborhood but I don't really know my neighbors.

No one outside of my own household would have accepted the package on my behalf and my door isn't even visible from the street so theft wasn't likely. DHL said since their tracking showed that it was delivered so I was pretty much screwed. Fine. I went to Paypal and got my money back through them since they always side with the buyer. I always figured they were my fail safe anyway but I wanted to try and hold DHL accountable for their sub par service first.

Well, about a week after dealing with DHL a woman knocks on my door with my package. She apologized for not coming by sooner, she didn't have the time. Not a problem for me. I was over the moon she brought it by at all. The truly horrible thing was that she didn't live in my neighborhood... didn't even have the same zip code as me, her address was nothing like mine. Why would a delivery driver drop a package at a random house and mark it as delivered? How is that even remotely doing your job? And DHL stands by the word of their drivers, people who do careless work like this. So in summation, you'd have better luck relying on the kindness of random strangers to get your package where it needs to be rather than sending it through DHL.

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I had ordered a photo book as a Christmas present at the beginning of December. I was assured it would arrive in time for Christmas. On December 12 I received a text message from DHL indicating my package would be delivered that day. No package ever arrived. Thinking it was a busy time I let some time go. Waiting patiently. Finally a few days before Christmas I checked the tracking and saw that it said it had been delivered. When I contacted customer service they said they would open an investigation for me. A few days later a woman called me and said "sorry tracking said it was delivered. We checked the driver's GPS and he delivered the package." Well excuse me because I don't have a package here so please explain that to me. They essentially said there was absolutely nothing more they could do for me and I would need to contact the shipper of the original product to maybe get a refund. So upset.

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DHL Israel is using a standard procedure of letting the parcel to a neighbor (driver choose which neighbor) unless you stay at home 9 to 5. Of course they do not try even to send a message to inform you before or after the delivery. The tracked parcel just disappear! I understand now after reading reviews that DHL is the worst shipping company all over the globe and not only in Israel.

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I gave DHL parcel to deliver to my sister in South Africa, Butterworth on the 9th of December but until today the parcel is still not delivered. DHL claims that they can't find the delivery address and I do not understand how they can't find it as it is in the CBD. I was never called to be informed of the problems experienced until I called myself as I saw on the website that the parcel hasn't been delivered. I called DHL several times giving them my sister's number to contact her for delivery but until today she never received any call from them. My worry is that documents inside that parcel need to be submitted at an organisation and there is a deadline to submit them. I hope DHL is prepared to pay me if miss the deadline.

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I was in Frankfurt, Germany two weeks ago and discovered some popular delicious German treats that I decided to give as presents this year. I ordered on 12/09/16, the company shipped via DHL Paket on 12/12/16, and the package was supposed to be here on Monday, 12/20/16. DHL Paket had the last scan in their warehouse on 13/12/16 and it has not been seen since. I called DHL USA and they said they cannot do anything for me because this package was shipped from DHL Paket. So I asked, "Why is this impossible for you to track, it's your company." The agent said, "Europe uses a 12 digit number and USA uses a 10 digit number." So again I asked, "Don't you use the same computer system to track packages, regardless of how many digits are involved?" I got no direct answer but was given a number to call DHL Paket direct to inquire.

So now I started to deal with DHL Paket. I called their number on Tuesday, a woman answered, started to speak German, and I ended our call after we could not communicate. I called back Wednesday, another woman answered, and in broken English told me to call back in 2 hours. Now I am on the West Coast of the USA and these calls were made after 1am when the DHL Paket call center is open. I finally decided to send them another email, they answered, and told me now that the company that shipped my products from Germany has to open an investigation. Now I cannot even get a confirmation email from the shipper telling me if the investigation was opened because the administration offices are closed for Christmas and possibly thru the new year.

Overall this whole experience is plagued by very poor communication. This is definitely not the first time DHL has screwed up my shipments from Europe and I am so done with this company. When I buy products from Europe again, I will only ship with UPS or FedEx because at least they can scan any or all tracking numbers generated within any of their companies. Now I am scrambling to buy more presents because a shipping company cannot do what I paid them a lot of money to do.

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I sent this mail to this mail addresses I find in DHL website: hkgcustenq_dgf@dhl.com, hkgcustcare@dhl.com, "You Have a terrible service. I have some documents that urge me arrested in Hong Kong and nobody in your company does anything to give me an answer of when they send them. I have a merchandise that comes from China and while not the present I will not be able to import it. Do not measure the economic damage caused by their delays. I need answers as soon as possible." At this time here in Mexico and in China nobody can pay attention to my problem but to they in What affects them??? Absolutely nothing, since I have already been charged and to impute damages and prejudices would have to spend more money and wait a long time, DHL knows this. Why it does not care to affect those who mistakenly believe in them. Disgusting company.

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I was comparing different carriers for shipping some important legal documents and after speaking to the DHL rep and the assurance that the package will reach Mumbai, India in three working days I decided to use their services paying extra money to get the delivery done before the end of the day. It was extremely crucial for that package to arrive on the 22nd of December as we shipped it from Houston, TX on the 19th afternoon. Upon calling the DHL to track the package on 21st they informed me that it will not reach till the 26th. They flatly lied about their delivery time and were unwilling to accept their shortcomings. I will never use them again.

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Ordered the one Christmas gift my grand daughter specifically asked for, arrival due date 19th, waited in all day only to be informed by the seller that DHL cannot cope and therefore it will take ANOTHER 1 - 2 weeks to arrive!!! All in all it will have taken over 6 weeks!!! IT IS CHRISTMAS DHL SHAME ON YOU. NEVER EVER TRUST THIS COMPANY. Apparently they have not even sorted parcels yet!!! Gutted!!!

Updated on 01/01/2017: Do not use!!! DHL now claim to have lost hundreds of parcels!!!! Children's Christmases ruined by a company who do not give a poop! Not taking this lying down is theft, incompetence, disregard for customers and has ruined the one surprise my grand daughter asked for! DHL heed this. Social media will ensure you do not get away with this with zero consequences!!!

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Someone from your Compton facility decided they needed my KIDS Christmas presents more than my kids. They REFUSED to truck who put their hands all over my stuff... That is a FEDERAL crime and for some reason DHL doesn't care. They told me to get with the sender to resend the package... UMMMMM NO! Go grab your ** ass employee and take it back from them! Good job DHL... MERRY ** CHRISTMAS!

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Once again DHL has proved unreliable, I arranged for a delivery and was texted numerous times to confirm, took the day off of work to be here and they never showed. I have been given an answer "due to bad weather". The weather yesterday was clear and warming, so insult to intelligence was added. I received rude treatment from customer assistance and spoke to a supervisor. DHL needs to realize they are not the only ones that have to do business in a day. Will not use them again. USPS IS MORE RELIABLE.

Expert Review

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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DHL Company Profile

Company Name:
DHL
Year Founded:
1969
City:
Bonn
State/Province:
Other
Country:
Germany
Website:
http://www.dhl.com/en.html