DHL e CommerceReviews 872

I was to receive a package from JJsHouse. Everything looked on-track. I signed up for no signature delivery but asked for photo confirmation. Package was delivered and photo taken and sent to me saying it had been delivered. EXCEPT... it isn't my house! I immediately contacted DHL in order to try to track the delivery in a matter of minutes. They claim they delivered to my house. I explained I do not have the package and the confirmation photo is not my house. They take no responsibility and pass me back to the company I ordered the product from... who does not take responsibility since it was DHL error. Since filing the claim they have deleted all tracking and information on my package. DO NOT use DHL if you want you packages to arrive!

No communication and totally inept. I would give them zero stars if that was an option. I have been importing packages several times a week since 2016 using DHL, UPS and Fedex and DHL takes the cake as the most unresponsive and uncaring shipping company I've ever dealt with.
Here is my most recent experience... and I have had dozens like it. My package was stopped by customs and additional information was needed. How does Dhl handle this? They don't tell me for several days that the shipment is being held. At this point I want to tell you about a few of DHl's rules that many don't know. After 4 days of a shipment being held in customs, Dhl will charge you $30 per day. If you're unable to get your package cleared within a 10 day period, they will return your shipment to the sender, incurring yet more charges. So I'm already several days in before they even reach out to me.
They reach out to me by sending me a generic cut and paste email requesting information. I respond by sending all the requested info.,. And silence. I don't hear back from them. I go ahead and call dhl (on hold for an hour) and am given a representative to communicate via email with. They send me the same generic email requesting information. I provide the info for the second time... more silence. I get no responses from the rep. I email her several times over a 2 day period... I need that shipment! No responses.
At this point were about 5 days in. Presumably, I'm now being charged $30 per day. I have done far above and beyond trying to provide information and get my shipment but no one seems to care.
So I email the original rep that I had spoken with before and cc the rep that he had assigned me and ask them why I haven't received any responses back and if there is any additional information they need... and I wait. No response. One day later I receive an email from yet another rep. It's obvious yet again that this is a generic cut and paste email... anyone want to guess what the email is requesting? Yep... the same information about my shipment that I have already provided 3 times now.
Obviously, one might deduce that perhaps there is a particular peace of specific info that they want, but because no one will actually communicate to me, I have absolutely no idea what that info might be. I have answered all of their questions to the fullest.
Just so you know, I'm not importing anything questionable. Its just proximity cards used with security systems.
This situation is still on going at the time of my writing. I'm now close to the 10 day mark and I have yet to have any real communication with Dhl. Just generic cut and paste emails requesting the same information. I'm at a total loss. I have people waiting on this shipment and I can't gett one single person at Dhl that will take responsibility and help me get this fixed. I'm done with Dhl. I will work with their competitors.

WORST SERVICE EVER, ABSOLUTE NIGHTMARE. Never use them for international shipping. I lost 200 euros and got nothing. First they said the package is overweight and returned it. The package did not leave their local package center but they charged 100 euros for it. I booked
Their service again and this time they returned it citing custom issue and charged 100 euros again. I was not notified or asked any questions, and when I contacted customer care they don't speak English. For international shipments, don't you think u should keep someone in customer care who speaks English? DHL has the worst service and customer care. NEVER USE THEIR SERVICE.

While DHL MAY have lower prices, you pay for it with the total absence of customer service. I recently had the misfortune of needing to speak with a human being to solve a problem. There was a mistake on some shipping paperwork that needed to be corrected before the parcel was collected the next day. Sure, just give them a call... so I did. I listened to a computer prompt me for the shipment number, then for the originating postcode... I entered the postcode 15 different times, but the computer didn't go any farther. Silence. There is no replacement for a human being and if DHL refuses to give us a way to speak to a human being, then they don't need my money and will never get it.

In the last 3 days, they claim that they are going to attempt a delivery but nobody is coming. When I tried to contact their customer service the lady refuses to give me any help, give me her manager and in the end, she HANG UP THE PHONE to me...

I had terrible experience with DHL. They did not come to pick up the package as their plan, I had to call and wait and wait. I wanted to send my package to Vietnam 1 week before my flight, and now I am in VN for a month but the package never arrives. They ask me to change the receiver to my name? I am the sender and the receiver at the same time! What if I do not come back? They talked about all the hassles and nonsense procedures that do not help at all.
Avoid it at all cost, it does not worth your effort!

I didn't think a courier company could be worse than Hermes. DHL proved me wrong
I bought a gift for a relative in Australia from a UK retailer. The retailer offered a shipping service to Oz which saved me paying the VAT. The retailer sent me the tracking details for DHL. It started off well. Item was picked up on the 17th and on its way to Perth, Oz. By the 19th.
My contact details were stored on the DHL tracking website so I got regular updates on progress.
Customs clearance and duty paid a couple of days later (although DHL charge $20 for the privilege)
And there the item sat for day after day after day.
I contacted DHL (I was sent to their UK arm) and asked for info on when delivery could be expected. I was told that because I was neither the sender (the retailer was) or the recipient (my relative) they couldn't help. I provided full contact details of my relative but got the same message. Again. And again. And again. No one interested in helping or trying to resolve the problem.
I was then told that because of data protection (!)and they had no record of me in connection with this shipment they couldn't help. This after over 30 automated messages directly to my mailbox from DHL.
I finally contacted the DHL Customer Service Manager in Oz who sorted the problem immediately. Item delivered safe and sound the following day
Well done DHL Oz, Shame on you DHL UK and DHL generaly.

Would I use them again.
Never
Would I recommend them, Not based on this
I'd give zero stars if possible

Letter sent via DHL from Germany to Portugal more than a month ago still did not arrive. The tracking shows acceptance and then nothing. I never use DHL but the seller wanted to ship via DHL and despite me asking to not use DHL they said I have no other choice! I've had only 3 experiences with DHL in the past:

1. Prepacked DHL envelope with personal correspondence was demanded to be opened by the DHL agent driver. When I refused to open and show what's inside the agent refused to accept it. Thus my relationship never started with DHL.

2. A $6 purchase from USA sent to Europe via Amazon (again I did not know Amazon uses DHL so I could not cancel the purchase) took 2 months to arrive and the DHL (like good old Nazis) demanded for me to fill out all kinds of Customs forms etc. for such as cheap shipment. Took forever to deliver.

3. More than a month ago a letter mailed from Germany to another EU country still did not arrive. The DHL tracking shows sender provided the shipment to the DHL counter and no more tracking is updated.

DHL website always has been severely undercooked and I don't believe in German quality of services. It's a myth!

$#*! service! DON'T RECOMMEND DHL! I sent important documents for embassy inside Poland to apply for visa and DHL lost my documents 2 times on the way from Krakow to Warsaw!
I called customer service every day, they just told me that everything is OK but nobody could answer where is my parcel, it wasn't tracked correctly. I went myself to DHL center near Krakow and then to Warsaw to find documents as deadline of delivery already passed and I had a critical situation because of DHL!. It turned out that my important documents were sent to incorrect address (they gave my documents to some person whom I don't know)! And then the receiver sent the documents back to Krakow via another delivery company. DHL, what's the $#*!?

Worst experience ever parcels (13) scheduled for pick up Monday by Friday we drove 1 hour and took to depot as they had to be intime for Christmas now customers are screaming for their gifts and still no true answer from dhl although the boxes that left the Monday after all arrived in the normal time! 4 days! Will never ever use again after this just fed standard lies that they rehearse no help this is going to cost 100's and bad feedback from our customers, so stressed out don't take the risk

It's not the first time this has happened but my package was in transit for a month is going to DHL hands who sent it to a company who was unable to deliver due to lack of employment the. DHL was told not to send any more packages to this company yet they sent an entire container which was marked as undeliverable and sent back to the original senders leaving me and all the other customers waiting for the packages out of luck high and dry with nothing else to do and no time to do it this is unbelievable and on top of all that I'm being told I have to pay for my shipping charges for the shipment that was never even attempted to be delivered to my house unacceptable

We had samples that arrived to Spain 2 weeks ago. We had been calling DHL daily trying to followup with them.

The customer service seemed friendy enough but they just waste your time. They diverted us from one department to another, where we had to explain everything from the start. They informed us that someone will call back and they never did.
We emailed them and they replied really late with a one sentance email that the package is still pending.

They informed us at some point that the package was in the health inspection department and that ourdocuments are all in order. But the inspectors had not come in yet, this was almost a week and half after the samples were already there.

We asked to be diverted to the compliants department. The customer service did not allow us to speak to them, she kept rambling on and cutting us mid sentance not even giving us a chance to explain our frustration, eventhough we were still being polite to her. It appears that the staff recieves little training in customer service and are stressed out that they can not handle a simple request.

The service is extremely terrible and has wounded our image and reputation with both our suppliers and customers. We cancelled our account the same day and we are still waiting for the package.

DHL is a very useless company to deal with. They have non-challant attitude towards your packages. The DHL driver delivered my package to a wrong address, I got in contact with them and all the DHL specialist could tell me was that there was nothing they could do about it, REALLY?
They didn't even make any effort to locate the lost package, they kept giving flimsy excuses.
I will suggest you close down your company because this is highly ridiculous.

I have ordered an expensive watch from a jeweler in Italy and I have asked him to send it to me ASAP, So he used DHL express. The courier was confused as the shipping company were not able to reach the correct address even though it was clearly written and revised by the seller and myself. Then the courier called me to check the correct address and I have given it to him and so I expected him to ring the bell any minute I have waited all day long for the package and for him and he does not answer my phone the shipping company have told me they have nothing to do about it and I threatened to sue them or take them to court. By far the worst shipping company ever. Never think of DHL

ZERO STARS
Ordered a product from London. I receive an email from DHL with my tracking number and am advised my package will be delivered on 12/07/20. I take a day off from work to await package as it needs a signature. NO DELIVERY. I call and am advised that the driver drove BY my address on 12/04/20 and decided to not make the delivery. No reason is given for his choice! I am then advised that a second delivery will be attempted but they can't give me the date of this upcoming delivery and advise that I WAIT AT HOME EVERYDAY UNTIL THE PACKAGE IS DELIVERED! I then request a call from a supervisor only to be told that she/they have no idea why the driver chose not to make my delivery and she would have to EMAIL the substation nearest me to request info and it could take a few days. WTF. I will NEVER do business with anyone who uses this service as their delivery option.