DHL Customer Service Complaints - page 3

My first experience with DHL in June was horrible and I waited over a month to get my package. My second experience is worse than the first. Why? Because the first time I paid over $200 and this time over $500 to get my package. We have waited 5 days just trying to get an email from them that they said they sent and called them more than 10 times. One lady actually told me that the people who send the emails don't have phones so she couldn't transfer us. You see in Peru the workers will tell you what is convenient for them and customer service is the worst even when you pay over $500 dollars. First time shame on you but second time shame on me. I am still waiting for my stuff. Don't use this company for anything.

Hi,
I called DHL today and I politely asked about the additional shipping fees I received. I had paid shipping fees through lightinthebox.com
I tried to find out through the website but they haven't responded, so the next step was to call DHL to get more information. For some reason, the person I spoke to decides to be very rude. She does explain to me that U.S citizens are responsible to find out the shipping fees overseas. I have bought a lot of items overseas and this is the first time I heard that the consumer has to pay additional fees. The person I spoke to did not have to be disrespectful. It was unnecessary for her to be rude. Secondly, my order was left with my neighbor and I was told through your customer service that it required a signature, so they wouldn't live it if there was no one home. Luckily, I was able to track down my neighbor and she had my package. That shouldn't had happened.

This company is the worst company I have ever dealt with. My package went to their fraud department, and it has been a nightmare on getting this resolved. They told the shipping location that the product being shipped was stolen, which I provided the purchase receipt for to prove that they were not. Then the fraud department apparently doesn't call the shipper until the investigation is complete. This has been a nightmare for a week now and still not resolved. This is a company that I will never do business with ever again. I have started legal proceedings against them now as well.

As an experienced customer that has shipped nearly 500 packages in recent years through other services I'd like to report a couple of very bad experiences with DHL. I asked around and did some research online and discovered that my experience with them (which I will describe shortly) was the norm rather than the exception, at least here in Israel.

I usually use Airmail or USPS Priority to my satisfaction. I have yet to loose a package. They arrive on time and the customs release process is straightforward.

For the rare occasions when extra documentation is required (original invoice) customs sends a notification in the mail and you can them the extra documentation by fax or email. No extra fees beyond state taxes.

This is not at all the case with DHL. A couple of weeks ago I noticed that DHL quoted 2-3 days for delivery and modestly lower shipping rate than USPS Priority. I decided to give them a shot.

Instead of good service at a good price I walked right into a trap.

First off, regarding the actual delivery time: 2-3 weeks vs 2-3 days quoted. It took 2 weeks for the first package to arrive. I'm still waiting for the second package I sent a day later, which I expect to arrive next week. By then 3 weeks will have passed.

Then there were the extra hidden fees. It turns out you basically pay DHL to hold your packages hostage. They ended up extorting over 100% of the original shipping quote in compulsory hidden extra fees for:

- storage fees
- airport/unloading services
- compulsory "help" with various bureaucratic forms (health permit) that
are usually not required
- fee for paying customs taxes
- fee for credit on customs taxes
- etc, etc.

Oh, and they claimed to be giving me a big discount on all of these goodies because I was a private customer. If this was a business delivery they would extort even higher hidden extra fees.

I still ended up paying hundreds of dollars extra for slow delivery.

Of course they won't be getting any more of my business but I wouldn't have fallen into this trap in the first place if vendors didn't allow them to advertise deceptive predatory pricing and bogus delivery estimates on the site in the first place.

FWIW, it turns out that DHL doesn't always resort to these dirty tactics. Amazon international shipments sometimes end up going through DHL and they've never tried these stunts with me when shipping for Amazon. I'm guessing Amazon hold them to account..

We are a large food company. Federal Government has passed Food Safty Act that requires all foodstuff(Ingredients and Packaging) to be delivered in secured trailers and/or vans. Last seven deliveries from DHL. Their drivers have show up at our plant trying to make delivery in unsecured(No locks/seals) vans. We finally had to drop them as an approved delivery carrier for our food items at all of our US manufacturing plants. There is no excuse for major carrier to continue to violate Federal Law on making unsecured deliveries of food items.

I did receive a missed delivery notice in my letter box on the 23rd December, I called on the 24th and asked if I could pick up the parcel from the center and was advised it was on the truck for delivery. Surprise, surprise it was not delivered, I called in the New Year and was advised there was a failed delivery on the 29th December - not the case we were in all day and no note was left and no attempt to call the mobile, it was meant to be delivered again on the 7th Jan, again we were in no note, no phone call.

Beginning of week 3 of the sager and still no parcel.

This is appalling service and also customer service, maybe GPS needs to be added to the drivers so you can tell they are doing their round and not just saying everyone was out!!!

I am Sachidanandn, i sent a document with DHL from Kuwait Fahaheel through AL MUZAINI, while its reach there they call to my hom and inform that they can not deliver to your home or that area and they tell to come their centre which is too far from my home.

very poor perform by DHL in this case.

bad bad they do mistake in custom after they lied to me. after i find out they lied they try to cover it by more lies.their mistake made a huge damage to me. i have it all taped and backuped going sue them in court.

A package was to be delivered on a certain day. The person waited at home for the package. After tracking it, it said that they had tried to deliver it, but no one was home. When the person called, they claimed they had the wrong address and promised to deliver it the next. The person waited and when tracking it, again, it said that they had tried to deliver and no one was home. Now they will try a third time and i hope they make it there.

After several weeks of non existent service and people not answering to emails or calling back when they said so, I laid a complaint to the 'Straight to the top' complaint system, which I was assured someone at the top would get back to me WITHIN AN HOUR!!! A DAY AND A HALF LATER NO ONE HAS CALLED ME!!!! OR EMAILED!!! THIS IS SUPPOSED TO BE HANDLED BY DHL'S TOP MANAGEMENT!! I NOW UNDERSTAND WHY THE SERVICE FROM DHL STAFF IS SO CRAP, WHEN THE MANAGEMENT CAN'T EVEN GIVE DECENT SERVICE!!!!

I sent a visa to my helper to come to hK I told them that is very important because I have also to arrange flight ticket. The front told me as long as has the correct postal code it arrives the following day between 9-5 of course trusting DHL the professional delivery and cost 10 times more than other services provider, such they have a performance pledge otherwise How to call a express? However, to my surprise my helper never receieved the mail after 58 hours and called me by long distant and when I chase htey told me wrong address cannot be delivery. But when I double check the address it was exactly the same, and when I called for help they said the mail will not be gaurantee arrive the next day. If u dont have a performance pleage and do not gaurantee than why I use DHL I could have use normal, and I was told that only Tuesday they arrive as public holiday Do not make delivery, however, my helper can go to pick up at the center himself. I believe the truth is they never made any delivery as I said why u not use the number to contact if you are already at the neighbourhood.
Now I am going to write to the press for this Not gaurantee services and just for its brand name can charge excessive rate but Nothing is gaurantee. What a good business to be in in this competative world.

Why does a package tracking have DHL tried to deliver a package 2 times to my home and I was home both days and no one came to the door of left a massage they were there. does the driver not how to fine the right address.

I'mvery very disspointment in DHL I posted a parcel to Gambia aAfrica and he still has not got his parcel it said on internet that hewould get it on friday and its on hold I'mnot very happy about this service at all when it said it should be in Gambia Africaon fFriday it should be there with him by now he is not happy becausehe didnt get his parcel its a gift for him

I was in Lambeth (London) DHL office to send the parcel to my country on 28th.10.2015, after 10 minutes was waited in the front desk and several times pressed the bell two aggressive DHL staff coming to deal with 4/5 people on the quiet and they started to be rode with customers and using bad language against each other and interacted each other job and did not have any concentrate on them jobs and really cheap staffs who could not served customer even with less than average quality however after 50 minutes finished my parcel and as DHL staff recommendation the parcel should be in destination on 31.10.2015 but it was not received and I double checked on line on 01.11.2015 and found out the parcel rejected to different office!! why delivery back to different office? I do not know! however again on 02.11.2015 went to this office and found my parcel which box was ripped no my address and no destination on the box and was missed some thing inside the parcel, I was on rush and I had to send again the parcel to the destination I gave another opportunity to them to post the lady who again packaged my parcel again did same mistake as her first colleague who did packaged in the first time did not fill in accurate the sanctions warranty and indemnity form in accurate and correct and did not put date and used previous Waybill number which was different with new one so second office in Croydon (London)did more mistake from first office ,do you know what happened again? my parcel again sent back with bad position and stolen the mobile phone from box 3 papers work that I was provided for my solicitors was missed and after 3 days again on 05th.11.15 I came back to Croydon office in London and took back the empty, ripped and casual box , nobody responsible, low standard ,Absolutely useless service, Worst tracking and rude customer care. Worst of the kind in terms of troubleshooting issues, no patience and courtesy to talk to customer. They do not honor their words and commitment. Poor follow up and they always find excuse which you know is fake, ambiguous communication if they ever contact you. They handed over my parcel to someone whom they do not know, I do not know, not authorized person to sign on my behalf. No escalation process. DHL is the worst of all. Now, I know feedback does not really matter for this company and they do not care for customer satisfaction. It is the 15 day and still no trace.i would like to speak with newspapers, standard agency and BBC watch dogs and provided movies put in you tube , face book, twitter and exploit from social media against this rubbish company.milad kiaei

My letter going from Tunis to China , stayed about 76 hours at Leipzig / Germany ( from Tuesday 26th October 2015 to Friday 30 th 2015 ) , which is inacceptable . Please would you take steps to avoid repeating this excess duration at Leipzig during open days , thanks .Med Ali.

PLS don't call it EXPRESS! Lived around a world, and never seen as expensive, complicated and not working > inefficient mail service. I do NOT recommend!

DHL service does not cost 8€/$ with Amazon (or similar) from the USA: BUT 8+25€ to my country. This (33€) is 90% of the price of my actual, current order!
NUTS!

Does DHL know that unsatisfied customers complaint to at least 11 people and those ones to 5 more!!? And then there is the internet and the mobile world ....

Wonderful to live in DHL kind of global world! Did DHL forget that goods and services should improve in moving freely!!!!!!!!!!!!!!!!!!

Is it that you care for your DHL "corporate responsibility" by ripping your customers off?
How beautiful! ,)

I won't use your services any longer!
And YOU should probably not either...

I bought some lace fabrics from China to be delivered to acworth ga USA tracking number 3006090010my package was stolen delivered to a wrong address on my street which o don't believe for one week when I got my pkg one item had been stolen it was retake with dhl tapes,the front person that I met at the dhl office was so rude,offered no apologies for all that happened,on top of it all one of my items wasstolen by a dhl staff who delivered it,Dhl is too big to have people of no integrity working for her,up until now my goods have not been found,its a shame on Dhl am very disappointed that your services are so poor and staff rating is below zero.

I am very disappointing to DHL this deliver. I had waiting for 1 week is on hold in the DHL and also i have tried receive myself to the DHL company. That DHl staff was treat me with a bad attitude. I am very disappointed to you.

By the time now i am too disappoint by DHL service.i send my document on 03 sep to day is sep 13 up to now it is not delvered or i have no information about it.i gave a call to dhl customer service many times but they never told me the true information so what i shall do abute this?

My goods has been in the country since the 20 August. The website said it was out for delivery on the 21 August.
Today is the first time DHL has made contact with me regarding my goods.
It is more than 10 days for a service which I payed alot of money for.
I dont see why I should be paying anything to DHL, in fact I should be getting a refund for failure of delivery.
Now you sending me letters about state warehouse.

I want a refund on my shipment

Why does it take 3weeks after DHL picks up a package before it is even started on process of delivery?

I paid £78 for a 'pre-12 midday' delivery to Australia. It was an important document that needed to reach a solicitor on the day of delivery. DHL attempted delivery at 08.50 when the solicitors office was not open. They did not attempt redelivery until the afternoon when it was clearly too late. I have gone through their complaints system - only to have my complaint re-evaluated by the same person on 2 occasions. I would NEVER use their system again as it is clearly a rip-off and so much more expensive than every other courier system I have used.

Dear sir,
Today i had two problems with the delivery of my shipment "waybill: 699251057"
First - delivery courier had my shipment and never called me to deliver it to me which forced me to go to the main facility to receive it by my self "far from my home 37 km".
Second which is more important and very disturbing to me, the guy at front disk abuse me very much with his bad behavior "mocking me and telling me (i called your name but apparently you are singing a song and living in different world not hearing me)" and when i told him to have some manner treating customers he raised his voice on me!!!! Im really thinking to not deal with dhl anymore after long and many shipments in the past..
I'm really disappointed and really upset this happened in DHL!!!!

They lost a shipment from China, 3 weeks later it just appeared as if nothing had happened, which is great but it was the customer service (or absolute lack of it) piece in the middle that peed me off. Rude, unhelpful, difficult, disinterested and plain hard to get hold of. I can't tell you how many times I filled in their stupid web form only to get no response. I escalated it but the supervisors and managers I came across were equally disinterested.
If you provide crap service then surely the customer service team should step up and apologise or do something to make you feel that the whole company is not totally useless, not at DHL, the customer service department is there specifically to piss customers off even more than their awful service.