ComplaintsforDHL Express

Freight Forwarding

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Initial Complaint
11/12/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
DHL is continually lying about attempting to deliver a package. Over the last two days, my package has been listed as out for delivery, and then late in the day it becomes "shipment on hold" because "Delivery attempted but no response at Consignee address" but DHL personnel ever actually arrived. This is confirmed by security camera footage. It's unacceptable to lie about an attempted delivery. The package is now 48 hours late and I'm not confident they'll ever bring it.
Business response
11/14/2024
November 14,2024

Better Business Bureau
***************************************
*******, AZ *****

RE: Complaint ID # ******** ****** *****

DHL appreciates being given the opportunity to research and address our customer's concerns.

We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL tracking number **********.

We have reviewed this matter with DHL Management Teams internally to prevent these types of situations in the future.

Our records indicate that this shipment delivered on November 13, 2024 at 2:28pm.

Once again please extend our sincere apologies to our customer regarding any inconvenience

Sincerely,

*****
DHL Office of the President
Initial Complaint
11/12/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Hi,My parcel ********** was lost by DHL and I want my money back, either for the shipping fees paid ***** UKP plus the value of the *********** very upset as the company I used to have my parcel in ***, forwardtome, said that DHL would refund only 6 UKP , which is a huge joke for **** will Not accept that and you must hold the driver accountable for the loss, as the parcel was out of delivery on October 28 but I never received it.If you dont solve the matter in a good , reasonable way, Ill contact my lawyer and will open a claim everywhere.Regards ***** *****
Business response
11/13/2024
November 13, 2024

Better Business Bureau
***************************************
*******, AZ *****

RE: Complaint ID # ******** ***** *****

DHL appreciates being given the opportunity to research and address our customer's concerns.

After review,our records indicate that this shipment under AWB ********** was declared lost on October 31, 2024. Our Management Team that oversees the ************ area reviewed this matter internally and appropriate corrective action was taken to prevent similar situations in the future.

In regards to a refund, DHL conducts business in accordance with its Terms and Conditions of Carriage and these Terms and Conditions govern all of the shipments that travel through our network. Under DHL policy, the rights and responsibility for cargo claims belong to one of two parties: the shipper or the ******* account ********* this case, the claim rights belong to the account holder as they contracted with DHL to carry the goods. Our customer will need to contact the shipper directly to confirm their policy for a refund or replacement.

Once again please extend our sincere apologies to our customer regarding any inconvenience caused.

Sincerely,

********
DHL Express
DHL Office of the President
Initial Complaint
11/12/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
All dhl express phone numbers are computers with no way of accessing a human being. Unacceptable.
Business response
11/12/2024
November 12, 2024

Better Business Bureau
***************************************
*****************

RE: Complaint ID # ******** ***** *******-*****

DHL Express appreciates being given the opportunity to research and address our customer's concerns.

Please advise our customer that further details are needed in order to provide a resolution.The details needed may include but are not limited to:

Please provide additional details on what assistance is needed and the original 10-digit DHL Express tracking number.

Upon receipt of more information, DHL Express can proceed accordingly with this complaint.

Sincerely,

********
DHL Office of the President
Initial Complaint
11/12/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On September 17th, I placed an order on AliExpress for my wedding dress. They ship with DHL. The package was scheduled to arrive on October 30th, but it hasn't arrived. The package status on DHL's website says "Clearance processing complete at ********** HUB - ***" on October 29, 2024 at 4:09PM, and there hasn't been any updates. I have contacted DHL every day since October 28th, and they always tell me that they haven't found the package. To my indignant complaint today, they responded in a sarcastic way and with no interest in helping "THANK YOU FOR CHOOSING US." Now I am very distressed because I am getting married in a few days and I don't have a dress. I just need them to find the package, because it couldn't have gotten lost from their facilities in such an easy way.
Business response
11/18/2024
November 18, 2024

Better Business Bureau
***************************************
*****************

RE: Complaint ID # ******** Maxima ******* ***** ****** *******

DHL Express appreciates being given the opportunity to research and address our customer's concerns.

We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL Waybill **********.

After review, our records indicate that this shipment was miss-routed to ******. It was recovered and delivered in ******* today, November 18, 2024 at 9:17 am. We reviewed this matter with the DHL Management Team in ********** to prevent similar situations in the future.

We always seek areas of opportunity to improve our customer experience and thank you for bringing this to our attention.

Once again, DHL would like to apologize for any inconvenience.

Sincerely,

********
DHL Office of the President
Customer response
11/18/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Maxima ******* ***** ****** *******
Initial Complaint
10/22/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This company no matter where I have lived has always done their best to NOT deliver my packages. Their favorite go to is address incorrect when there is absolutely nothing wrong with the address whatsoever. This has happened both at a previous location I lived and where I live at now. I was supposed to have my package on 10/18, it is now 10/22 and I am absolutely petrified that I may not get my $300 worth of belongings.When I called customer ********************** on **/** I was told that my address was incorrect. I let them know that it is in fact not and that **** ****** and ***** never has an issue with finding my apartment, how do I correct something that isnt wrong? Ive only ever had this issue with DHL. It is almost as if the delivery driver didnt even step foot out of the delivery van because my apartment is literally the FIRST ONE ON THE FIRST FLOOR, YOU CANT MISS IT UNLESS YOU ARENT ACTUALLY EXITING THE CAR.Also, their customer ********************** and managers just lie to get you off of the phone. After speaking to a manager on 10/18, she let me know that a driver would be coming back that same day to reattempt delivery. To my surprise no one showed up and I got the notification that delivery would be attempted that Monday 10/21. I already explained to the manger that I run a business and have had to CANCEL MULTIPLE APPOINTMENTS because DHL refuses to be competent.10/21 rolls around and you guessed it, package was not delivered. This time a different reason, I was told it got misrouted. At this point I am LIVID, I cannot keep waiting any longer for my things. I got in contact with a manager again and was told for sure my package would be delivered next day 10/22. This is honestly the worst delivery service I have ever dealt with. The fact that this happened at an entirely different address in the past as well is what makes it even worse.
Business response
10/23/2024
October 23,2024

Better Business Bureau
***************************************
*******, AZ *****

RE: Complaint ID # ********* Diamond *******

DHL appreciates being given the opportunity to research and address our customer's concerns.

We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL tracking number **********.

We have reviewed this matter with DHL Management Team in ********* internally to prevent these types of situations in the future.

Our records indicate that this shipment delivered on October 22, 2024 at 12:56pm.

Once again please extend our sincere apologies to our customer regarding any inconvenience

Sincerely,

*****
DHL Office of the President
Initial Complaint
10/21/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
i placed an order on 10/11 for my grandmother's funeral and my birthday and it was set to areive on *********** btwn 1pm and 5 pm et. It is now 9:19 pm and there has been no communication or updates on my delivery so I finally reach out via chat and they connect me to an agent named **** who was absolutely no help because he offered to put in a request for expedited delivery and then magically disconnected the chat ! DHL is the absolute worse delivery company ever known to man and they have no accountability or human connection. The customer ********************** is by far the worse i have ever encountered and they need to be put out of business ! Every single time i order and a company uses their services, I have a issue ! I am beyond ****** and I want my package !
Business response
10/22/2024
October 22,2024

Better Business Bureau
***************************************
*******, AZ *****

RE: Complaint ID # ******** Venice *****

DHL Express appreciates being given the opportunity to research and address our customer's concerns.

Please advise our customer that further details are needed in order to provide resolution.The details needed may include but are not limited to:

10-digit DHL Express tracking number.

Upon receipt of more information, DHL Express can proceed accordingly with this complaint.

Once again please extend our sincere apologies to our customer regarding this unfortunate incident.

Sincerely,

*****
DHL Office of the President
Initial Complaint
10/21/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We paid for 3 to 5-day business shipping. It was shipped & received on 10/15/********** 10/21/2024 at 8:52 AM CST I made a call to DHL (SUNTRANS INTERNATIONAL) at ************. I was told that the package was still in *********, Kenner since 10/18 at 8:29 am. It has been on hold when I checked the records, last entry is 10/21/2024 at 8:49 am shipment is on hold at ******************. I told the supervisor about this and He stated that he is going to look into this since it should be delivered today. I did not hear back from the supervisor however the package was updated stating that a delivery attempt was made but no response( My husband and I have been sitting out front of our apartment waiting for the driver to show up since 9 am. This fake attempt was made at 1:06 pm. I admittedly reached out and contacted customer support to let them know that no one had made an attempt to deliver the package. I was told by the first *********** that if the package was not there we would receive a partial refund. Our package holds important documents for the government and had to be there today by 3. When I reached back out to customer **********************, I was told by another agent that the package was delivered, which I again for 3 times informed them that it was not, nor any attempt was made. It is now 2:15 pm and my package is not going to be here. Both the agents and supervisor have failed to provide me with what I paid for. They realized the package was not in the area, and marked it incorrectly. I have the screenshots showing there was an attempt to have the package delivered in ******, *********, and not my home address that is on the label. I want my money back. I paid $6185.00 in Jamaican Dollars.
Business response
10/25/2024
October 23,2024

Better Business Bureau
***************************************
*******, AZ *****

RE: Complaint ID # ******** ******** ********

DHL appreciates being given the opportunity to research and address our customer's concerns.

We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL tracking number **********.

We have reviewed this matter with DHL Management Team overseeing the ***************** area internally to prevent these types of situations in the future.

Our records indicate that this shipment delivered on October 22, 2024 at 1:36pm.

Once again please extend our sincere apologies to our customer regarding any inconvenience

Sincerely,

*****
DHL Office of the President
Initial Complaint
10/16/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed an order on ************** for clothing items. My order was split due to coming from different warehouses. The tracking shows that the whole order was delivered on separate days. I contacted both customer support centers. ********************** chat ********************** encouraged me to request a proof of delivery from their site. I did, and it shows that the items were delivered and this proof also had the initials MF on it as if it was done by me. On the tracking service, the last location that shows that the package was delivered to was ******, ***** (their facility). Upon pointing that out, an investigation was started & shortly after I received an email that my case was closed as they see no error on their end. I tried to call the service member using the phone ************* provided and I was not able to get ahold of that person and no one else could explain to me why the location was still reflecting '******" when my previous orders have shown that the tracking will update to my city. Additionally, the customer ********************** member "******" told me that my package was delivered today, and that he could send me an updated 'proof of delivery'. It is alarming that my package could get scanned & tracked starting from *****, but somehow cannot or will not update to my shipping address upon arrival. Instead DHL has internal maps they can see but is not viewable or accurate for the customer to view according to ******. I pointed out that I have used ****************************** before and have always been able to track items. I am not concerned about the money (total order was $200, and only a few items were shipped separately that is not real significant) I am concerned about being lied to regarding why my package was not scanned at the final delivery address, why DHL has some internal map system that can track packages that does not get updated to the tracking function on DHL, and how they can generate a 'proof of delivery' that is not accurate(appears computer generated). Please investigate.
Initial Complaint
09/30/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
DHL EXPRESS PROMISED TO DELIVER MY PACKAGE AT 11AM-1PM PACIFIC TIME VIA TEXT. DRIVER REFUSED TO DELIVER ON MULTIPLE OCCASSIONS. THIS IS FRUSTRATING AND CAUSE SO MUCH ANXIETY FOR OUR BUSINESS. DRIVER IS DOING THIS ON PURPOSE BECAUSE THIS HAPPENS TOO MANY TIMES. TEXT MESSAGES FROM DHL STATING THAT NO ONE IS HERE TO RECEIVE PACKAGE BUT WE HAVE PROOF OF CAMERA THAT OUR BUSINESS IS OPEN DURING TIME OF DELIVERY. WE CALLED DHL CUSTOMER ********************** MULTIPLE TIMES AND DOES NOT HELP SOLVE THIS PROBLEM! PLEASE HELP AND ADVISE WHAT WE CAN DO TO PREVENT FUTURE OCCURENCES.
Business response
10/04/2024

October 4, 2024

Better Business Bureau
***************************************
*******, AZ *****

RE: Complaint ID # ******** ? *** *****

********************** appreciates being given the opportunity to research and address our customer's concerns.

We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL tracking number ********** and **********.

We have reviewed this matter with DHL Management Teams internally to prevent these types of situations in the future.

Our records indicate both shipments were delivered on October 1, 2024 at 3.41pm local time.

Once again please extend our sincere apologies to our customer regarding any inconvenience

Sincerely,

Jessica
DHL Office of the President
Initial Complaint
09/26/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My fianc sent me a care package for my birthday early because Ive just been stationed somewhere new and about to deploy. The package was supposed to be here a week ago. They attempted delivery several times last week which I wasnt aware of till Wednesday of this week. So I double checked my info to make sure it was correct and contacted the company to drop package off at the door. I cant leave base to wait on it or sign for it. I was told it was taken care of. Come to find out today they show up to deliver and the same bs happens again. Cant deliver because nobody answered the door. Spoke to a *** over the phone and was told it would be handled correctly and that the previous *** ***** annotate that. I deploy next week. This is dumb. I decided because its been almost two weeks to check to see if what both ***s kept their word and are full of it. **** no surprise, the next *** I speak to told me they were wrong and I cant have them drop it off. No guarantees. So I ask to speak to a supervisor. Basically brushed me off and ended the chat. I call again now theres another excuse why someone cant do their jobs or relay the information correctly. Oh you changed your address so now it requires a signature or for you to pick up at a local facility. The closest one to you is 2 hrs away. I ask to speak to a supervisor again. Youll get a call in 90mins. Call never came. Unprofessional! Disorganized! Lazy! I want my package. If I dont get it before leaving you will reimburse every ***** to my fianc!
Business response
09/27/2024

September 27, 2024

Better Business Bureau
***************************************
*******,AZ *****

RE: Complaint ID # ******** ******* *****

********************** appreciates being given the opportunity to research and address our customer's concerns.

We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL tracking number 4090562070.

Our records indicate the shipper does not authorize DHL to release the signature on behalf of the consignee and requires a signature. After review with the local facility, they have advised the consignee may leave a note on the door including name, waybill, address and their signature to authorize DHL to leave the shipment at the front door without the consignee being present.

If the consignee can confirm the date, we can reschedule another delivery attempt.

Once again please extend our sincere apologies to our customer regarding any inconvenience

Sincerely,

*******
DHL Office of the President
Customer response
09/27/2024
Ive stated several times to annotate that in the notes so the driver would know to do just that. Its not enough for me to put a note on my door. I was also told it wasnt guaranteed the delivery driver would listen by YOUR staff. I need to have something in writing from your side ensuring both parties did their best to make sure the package was delivered. Your refusal to do so shows your competence and customer **********************. **** poor! My fianc DO NOT ship these items requiring a signature.
This package will be at my door today or this will be escalated. This couldve been prevent had you did your jobs. I want a refund if this package is delayed again and a phone call that was supposed to happen yesterday from management.
Business response
09/27/2024
September 27, 2024

Better Business Bureau
***************************************
*******, AZ *****

RE: Complaint ID # ******** ******* *****

DHL appreciates being given the opportunity to research and address our customer's concerns.

We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL tracking number 4090562070.

As mentioned earlier and according to the shipper's instructions, DHL cannot leave the shipment without a signature. Phone authorization is not adequate. Therefore, someone must be present to sign for the delivery. As an alternative, local operations suggested that the consignee can leave a signed note on the door authorizing the release, which the courier can collect when dropping off the shipment.
Our records indicate the shipment is now requested to be held for collection at our service facility located ***************************************************************************************** and available for pick up.
DHL conducts business in accordance with its Terms and Conditions of Carriage. These Terms and Conditions govern all of the shipments that travel through our network. As the shipper or the bill to account holder paid for the shipment using their DHL account and you did not pay DHL directly,any compensation to you would normally need to come from them directly. We respectfully recommend contacting the shipper as they are the only party able to file a claim with DHL at the ship from country.
Once again please extend our sincere apologies to our customer regarding any inconvenience

Sincerely,

*******
DHL Office of the President

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