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Never Use DHL!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DHL makes the process of receiving your package a confusing, time wasting exercise; their representatives really do not know what they are doing and have no respect for clients' time. I will never again use their service and will never recommend them to anyone. The level of incompetence of the DHL Brampton (Canada) office in particular and the service in Canada is unparalleled for being abysmally bad.

DHL advised me on their website via tracking that the package which I ordered from the USA was to arrive on a certain date. I stayed at home and waited all that day. The package never arrived. I called Customer Service and was attended to by a woman with a very contemptuous tone, who told me that the package was with Canada Customs and that I would have to provide them with a Power of Attorney if I wanted them to clear the package for me.

Of course I wanted the package cleared through customs – how else was it going to get to me? Did they think that I paid for it to remain there and not come to my house? If I had not called DHL, what would have happened to my package – more delays? Later in the evening of that same day, I received an e-mail from another female representative from DHL indicating that I needed to give them a Power of Attorney for them to clear the package through customs for me. I completed the PoA form and sent it back to the e-mail address to which I was directed.

At the close of business on the next day, there was still no update on the tracking information – which still stated that, at the end of that day, DHL “needed information” from me and that someone would call me. No one called. No package arrived. I called DHL again. The representative told me that this was an issue for the “Brokerage” department and that she would transfer me to them. Bear in mind that this is the same person to whom I sent to PoA.

The person from brokerage told me that the first representative never received the PoA despite the fact that I had confirmation e-mail from them stating that they had received my e-mail. They then tried to excuse their incompetence by drawing an artificial distinction between the person who sent the e-mail and the intended recipient when in fact the same person had the brokerage e-mail address in their e-mail signature. I still have not received the package and no updates were placed in tracking two days later. Ended up having to call the company which shipped the package in the USA to explain that I did not receive package.

In the future, use a carrier pigeon. Walk over. Take a cab. Deliver the package yourself but NEVER USE DHL - the higher fees charged by another courier service will save you the time and money which you would otherwise have wasted in using DHL.

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Fraudulent Date Delivered and Signature Proof
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DENVER, COLORADO -- I was expecting a package to arrive, which was shipped from the retailer via DHL. The package was expected to be delivered on April 6th by 6:00 pm. I called DHL on Tuesday, April 7th, to inform them that the package was not delivered. DHL contracted the parcel to be delivered by OnTrac. Today April 8th, I still have not had the package delivered, although DHL's tracking information now says the box was delivered on April 6th at 2:40 pm. When I look up the delivery confirmation, the signature says "Front Door." This package requires my signature.

OnTrac's system says the package has not been delivered. If this package goes, missing DHL is trying to protect itself by fraudulently reporting the package delivered. This will cause an issue if I have to contact the retailer and report the package missing. They will now argue that the package was delivered and signed for.

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Incompetent Customer Service & Delivery
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

My recent Horrible experience with DHL EXPRESS Service... At the end of September, I ordered a custom-made, unique Halloween costume from Shanghai, through Amazon for my son. I contacted the seller in Shanghai to make sure it would be able to be shipped and received before a certain date (October 29, 2016) before I even ordered. He told me I could pay extra shipping and he could ship with DHL, assuring me that it was the fastest service and it would arrive in plenty of time. I received a shipping notification (text alert) from DHL at 7:07 a.m., Oct. 24, 2016 that package # 8228107753 was shipped and scheduled for delivery to me on Oct. 27, signature required. I was very pleased, as we needed the costume by the weekend before Halloween for a costume party and for Halloween night Trick-or-Treating. My next text alert from DHL was a 7:46 a.m., Oct. 27, that the package was scheduled for delivery, signature required. Luckily, I am a stay-at-home mom and made plans to stay home all day, as not to miss the "special delivery." However, at 3:26 p.m. I received a text alert that DHL was unable to deliver our package and to contact customer service at 1(800)225-5345. I immediately called and spoke with a representative (I didn't write down his name...wish I would have now) and was told the delivery driver could not find my address on GPS to deliver. I was then asked what part of Houston, Texas that I lived in. I DO NOT live in Houston & told the representative I live in Lake Charles, Louisiana. He then had me confirm my address, city, and zip code & informed me that WAS the address on the shipping label. This was my first sign of incompetence...the package was not even in the right zip code! The representative said that he would make sure the package would be on its way to the correct city and zip code and assured me I would be "receiving the package tomorrow." I did mention that my street had recently been named and the address sometimes does not show up on older GPS units. I told him I could give him the "old" address that shows up on all GPS units. He ASSURED me that once the package arrived in the correct city and zip code, there would be no problem with delivery. I have had deliveries at my home, with the newly named street address, from DHL before and have never had a problem. Satisfied that all had been taken care of, I patiently waited for "tomorrow" for the delivery. I received the next, and final, DHL text alert on Friday morning (Oct. 28) at 7:42 a.m. that the package was scheduled for deliver TODAY, signature required. Again, being a stay-at-home mom, I made arrangements to stay home all day.
The next text alert came directly from Amazon.com at 9:15 a.m. that my Amazon package with the costume would be arriving today (Friday), then one minute later at text alert from Amazon.com that the package was deliverable because of an address issue. Once again, I immediately called DHL customer service to find out what is the "issue." The representative (stupidly still forgot to write down a name) informs me that the Houston delivery driver STILL cannot find my address! Irritated, I now have to go over EVERYTHING I discussed with the representative the day before and the package is STILL in Houston with a Lake Charles, La. zip code on the address label (second sign of incompetence). Wouldn't delivery people KNOW to at least send the package to the CORRECT city and zip code??? The 2nd representative I am talking with apologizes several times, asks politely to put me on hold to confirm info, and comes back on the line and explains that he "looked up" my address on GPS and it was not finding it. However, he did look up the address on Zillow and found it! I again explain, like I did the day before to the 1st representative I spoke with, that I could provide my "old" address (before the street was renamed). He actually took the info and confirmed that he looked it up on GPS & it was showing! He assured me that he would get pass this info on to delivery and ASSURED me that the package would "be here on Monday." (So much for paying $40 shipping to make sure I got it the weekend BEFORE Halloween.) I am still a bit upset at this point, but satisfied that the costume would at least be here for Halloween evening for Trick-or-Treating.
Because DHL EXPRESS does not run on Saturday or Sunday, there was nothing I could do, but patiently wait & HOPE the package would arrive Monday. Lo and behold, it is Monday evening, Halloween 2016, and I have not received a text alert from DHL since Friday, Oct. 28, still no package delivered, one VERY sad kid that his awesome costume is not here to go Trick-or-Treat, not to mention one upset Momma! With all the "extra" time I had over the weekend to lull over this experience, I did a little research online for DHL EXPRESS reviews. I sure wish I would have done that BEFORE paying the $40 for your service! On a simple Google search of "DHL USA reviews," this website "Top 450 Complaints and Reviews about DHL" was the FIRST listing...NOT GOOD! Of course, this is a website dedicated to the worst reviews of business, so to give DHL the benefit of doubt, I looked at other sites. The second site was "Top 10 Reviews of DHL", and they were rated 1.3 stars out of 5 stars. Of course there are only 44 reviews, but in my opinion, that's pretty bad. Yelp.com has DHL rated at one star AND https://dhl.pissedconsumer.com/ has them rated at 1.3 stars! AND it doesn't get any better... "Is DHL the Worst Int'l Shipping Service? I Think So"...look this up on The Digital Reader website. Even the DHL Facebook page is littered with complaints!
Of course, I called customer service again today, Monday, Oct. 31, because I have NOT received a text alert from DHL nor Amazon.com about any delivery for today. I checked my DHL tracking number online again this morning and the current status for my package was: The Estimated Delivery Date is currently unavailable. Please try again later. Address information needed, please contact DHL. SOOOO, I called customer service AGAIN today and got the same responses and had to give the same info I have given since the 27th. I know it is not the representatives fault, but it is hard to not be angry when you have REPEATEDLY contacted them and I'm still right back where I started. I asked the 3rd representative I've spoken to (now too angry to think to write her name down ) if my alternative "old" address was noted on the account. After putting me on hold for over 6 minutes, she finally tells me that the other address is noted. I ask where the package is now and after another lengthy hold, she informs me it is STILL in Houston, Tx, BUT it will "be here tomorrow." At this point, I KNOW I'm not getting the package today OR tomorrow (I'm pretty positive) and angrily asked to speak to a manager. On hold for a couple minutes more, someone identifying himself as Matt with customer service management gets on the line and immediately apologizes for EVERYTHING. I ask him why the package with the Lake Charles, Louisiana 70615 (zip code) shipping label is STILL in Houston, Tx. after I have called repeatedly to let them know I don't live in Houston? He asks me to please hold so he can confirm exactly where the package is. At this point I REALLY want to hang up because I have been on the phone for about 20 minutes and still getting nowhere! On hold for another lengthy wait he finally comes on the line and says that the package is indeed in North Charles, but at an unmanned facility and I cannot go to pick up the package myself. I know the guy is lying because first off I tell him that I AM NOT in North Charles & secondly, the representative I just spoke to said the package was still in Houston. I understand wanting to "make the customer happy," but flat out lying to me just made me much angrier! I informed "Matt" that I was in Lake Charles, not North Charles, and told him he could no longer help me and that I was going to hang up...and I promptly did. I truly hope that call was recorded for quality assurance!!!
Needless to say, I looked up DHL | Contact DHL Express Management | English and the page states that I can "go straight to the top" with my experience & at DHL Express they are committed to providing high quality service and strive to get it right the first time, every time." Not only was it NOT "gotten right" the first time, 5 days later, 3 calls to customer service, $240 down the drain, one sad kid on Halloween, and an extremely angry momma later... I can assure you, I did NOT "receive the best possible customer experience in the industry" (as stated by their CEO, Greg Hewitt). Although this is not their fault, I have contacted the Amazon seller and asked if I could somehow get a refund for the Halloween costume I ordered and the outrageously over-priced DHL Express fee I paid. Hopefully he can recover the lost sale from their incompetent delivery service.
I know an awesome Halloween costume may seem trivial to a big-shot CEO, but what kid needs a Halloween costume AFTER Halloween? Really, it's not about the costume at all. It just goes to show that big companies could really care less about their "lowly" customers. After all we're just "a dime a dozen." I sure hope Mr. CEO, Greg Hewitt meant what he stated in his customer service note about "personally ensuring that I receive the best possible customer experience in the industry." Because I can assure you that I have NOT received even mediocre customer service DHL Express. Thanks for nothing DHL and Mr. Hewitt.
Sincerely Dissatisfied Customer,
Shawn Chaisson

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DHL are Hopeless
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DHL are hopeless and lose and steal people's packages because they are poor and can't afford to buy their own stuff.
DHL stands for Dick Hockey League. This is how they do their deliveries.

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Missing Mail From Germany
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NEW YORK, NEW YORK -- I'm waiting since 23.Nov.2017 for a letter "Registered Mail" from DHL Germany where my brother send me. Here is what the description says: "Status Thu, 23.11.17 17:45 a.m./p.m. The shipment has arrived in the destination country". I be told "USPS International Inquiries, it is still at the Customs New York." This letter is very important to me. I would appreciate if I get it soon. ** DHL. Thank you.

Update 03/27/2018:

The worst Mail delivery it is the 2nd letter who get lost in ISC New York,NY what kind of poeple working there? The Customer pay a lot of money for shipping and it did not even arrive on the destination.
It is not a pleasure t mail stuff with USPS.!!!!

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Terrible Service/All Management in Complaint Should Be Fired!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ONTARIO, CALIFORNIA -- On 3/11/16 DHL made a delivery attempt at 12:15 P.M. The carrier left a yellow contract for me to sign if I wanted my package left unattended the next delivery attempt on 3/14/16. The contract leaves DHL not liable for stolen/lost merchandise. On 3/14/16 a FINAL delivery attempt was made at 1:22 P.M. I sent an email to DHL regarding the delivery attempts and the lack of any way to request a pick up from the website which the yellow contracts specifically state can be requested this way.

They could not without an account number. I stated this fact and attached a print screen to show this is not possible on the website. The email contact is listed below. Julianna, Certified International Specialist, Customer Care DHL Express 1-800-225-5345 CustomerService@dhl.com www.DHL-USA.com. I contacted Lotus at the above DHL Express phone number and she put a "request pick up" in for me at about 10:10 A.M. on 3/15/16 and called the Ontario, CA station to verify that my package was with the carrier and would be redelivered today 3/15/16 because it was already with the carrier.

Lotus stated that the driver would be in my zip code at between 12-3 P.M. and that the request would not take effect until 24-48 hours later. I decided to come home and wait for the rescheduled delivery even though yesterday, 3/14/16 the contract stated it was a final delivery. Lotus also stated that a request could not be done online for the receivers, but only the shippers. This point was not mentioned in the email w/ Julianna listed above. I also sent an email on 3/14/16 after the missed delivery requesting the Ontario, CA management contact me. They refused.

On 3/15/16 at about 1:07 P.M. I called the 800 number once again to verify redelivery today on 3/15/16. I spoke w/ Walter who stated my package was redirected back to the station and would be available for pick up after 7 P.M. The office closes at 6:00 P.M. I asked Walter to call the Ontario station along w/ his manager Corey. Both Walter and Corey refused to call the Ontario station. Corey refused to put his manager Frankie **. They stated my package was redirected back to the Ontario station for pick up. I received an email from Julianna on 3/15/16 about 11:00 A.M. stating my package was with the driver for redelivery.

At this point, I really could care less if the package gets shipped back to Turkey. I do intend to continue my complaints about the terrible service, customer service, and DHL corporation standards/protocols. The phone number listed for the Ontario station is unlisted for customers. NO CUSTOMER is required to sign any contract w/ DHL for delivery. No customer. DHL is holding my package hostage. There also seems to be a lack of communication w/in the organization among their staff. My complaints will continue...

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DHL falsely claim delivery attempts
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

JOLIET, ILLINOIS -- I had made an online purchase and DHL was the company delivering the package, I was told Wednesday Nov 14th between 8am and 8 pm was the window.i run a small business and was at the front desk all day on the 14th, the driver sent a text claiming that he made a delivery attempt at 5:15 which was not true.

I'm in a small plaza that overlooks the whole parking lot and know for a fact that he was never here so I had to reschedule for the next day some time between 8am and 8pm and I called customer service to ask what was going on with the driver and they seemed friendly enough, but the next day it was almost 8 and they haven't made the drop yet so we called the driver who seemed very frustrated with the call and told me he wasn't going to be able to make it so we closed up as usual.

I called customer service again and asked what the hold up was and was told the driver made another delivery attempt that night after I closed, he most certainly did not! so I told them to turn the package around and send it back that I would look for a supplier that went through UPS or FedEx to which they asked if I was refusing the delivery. How can I refuse a package that they haven't delivered?

So they blamed ME for the error because I didn't tell them that I was a business, that they thought it was a residential delivery. if the driver had showed up the past 2 days as he claimed at a commercial plaza with insurance companies etc. in it he would have known it was commercial and not residential and should have corrected it there but did not.

If you can avoid doing business with DHL then don't, TERRIBLE, TERRIBLE, TERRIBLE! this is not an American owned business and their hired help seems very poorly trained.

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NEVER CHOOSING DHL AGAIN. ZERO STARS
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

OAKLAND, CALIFORNIA -- I mailed one 2 pound package from a DHL storefront in USA to Bangkok which cost 115 dollars, although the website said it would be around 60-80 dollars. It made it to Bangkok within a few days but upon arrival, it was held up in customs. A DHL representative called around 3 days later and left a message saying they did not know why it was being held, they would try calling the handlers in Bangkok to find out. Instead of just sitting and waiting, I called the receiving party and had them call the DHL that was holding the package. Turns out all they needed was some info from the receiver. Why did they not just call her, since the receivers number is written on the invoice? Ok. So a week after arriving at customs, after the help of the sending and receiving parties, they got the info they needed to release the package from customs. Next, when they sent it out for delivery, they told the receiver there was over 200 dollars in addidional fees and taxes before they could release it to her. Or the package would be destroyed. This amount was completely ridiculous since the value of the package was around 100 dollars so I told DHL we wouldn't pay it. I asked why its so expensive and they told me because of the weight (16.73 Kilograms).... So I guess somehow the DHL added a package to my shipment along the way. Now they are emailing ME, NOT THEIR DHL BUDDIES for a transit receipt, which I do not have. So now it has been 2 weeks, the package is spoiled and I am still waiting for the people at DHL to correct their mistakes. And the phone line takes at least 45 minutes to get a clueless representative that will tell me they will call back in 2 business days. I WILL NEVER CHOOSE DHL AGAIN!

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Big Time Cheats and Crooks!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

We used DHL for shipment from China to USA twice and both times, DHL charged $1000+ more than the all inclusive quote given. On inquiring, they keep sending you from one person to another to make sure you give up. Theirs sales, billing and customer care departments are completely disconnected.

On complaining, the customer care opened the case but their billing department kept threatening for payment of illogical amount for court action. The sales people who work with you will never contact you to resolve. It is such a mental torture. Can't believe US government has such companies allowed, they should be shut! Never use DHL. There are better services out there.

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Slower Than Molasses Going Uphill
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Yes indeed, they are awful. Took over 3 weeks for a package to get from New Jersey to MA. The tracking numbers don't usually work either. I refuse from now on to order from any company if they use DHL. How about another package which sat in a DHL depot 61 miles from our town for 2 weeks, I could have driven there and gotten it. I emailed them to send it to Singapore then I would hire a drone to bring it here, guess they got the humor, and I got the package shortly after that, and then 2 weeks later, I got a duplicate package? DHL is the epitome of ineptitude.

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DHL Rating:
Star Half star Empty star Empty star Empty star
1.3 out of 5, based on 68 ratings and
242 reviews & complaints.
Contact Information:
DHL
333 Twin Dolphin Drive
Redwood City, CA 94065
650-593-7474 (ph)
800-216-5429 (fax)
www.dhl-usa.com
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