ComplaintsforDHL Express

Freight Forwarding

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Initial Complaint
09/26/2024
Complaint Type:
Product 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 refuses to deliver packages to my house. They are purposely withholding mail from myself with no explanation. Over 2 days unable to retrieve mail sent from overseas.
Business response
09/26/2024

September 26, 2024

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

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

********************** 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
09/26/2024
Complaint Type:
Product 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 have shipped 3 packages, as i am moving permanently and by law I am able to transport my belongings free of charge to ****** and while the customs followed procedure and I did not incur any costs the DHL took money from me despite the fact that I could not take my items out of customs myself and customs required the transportation company give documents. It should be included in shipping price. The kicker is that 2 first times I wasn't charged anything and it reached me just fine and exact same way I was transporting my last belongings and suddenly I have insane 36 euros charge. Please fix this and refund considering the fact this is YOU taking money from me and customs made it adequately free of charge My payment order was **********
Business response
09/30/2024
September 30, 2024

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

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

********************** appreciates being given the opportunity to research and address our customers concerns.

We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL Waybill 1089476382.

Our records indicate that the above-referenced shipment was sent on September 19, 2024, from the ** to ********* delivered on September 27, 2024.?

After review, DHL Lithuania confirmed the shipment is declared tax-free, with no VAT or customs duties, as it consists of receivers personal belongings due to a change of residence. The ***** charge is solely a declaration preparation fee, with no additional costs.

We would like to take this opportunity to explain that while DHL enjoys the benefits of good relations with Customs &State Border authorities around the world, we are unable to directly influence or intercede with any decisions they may make regarding assessed values,clearance times, or procedures.

Once again DHL would like to apologize for any inconvenience.

Sincerely,

*******
DHL Office of the President
Initial Complaint
09/23/2024
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 experience was with an ETSY seller, Aakasha from *****, ********. I ordered leggings from this seller. The tracking provided showed my package was in ***********, ** and was out for delivery then would show it was delayed. This went on for two weeks. I never received my package.
Business response
10/01/2024
October 1, 2024

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

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

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

We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL Waybill 8414040176.

After investigation, unfortunately all efforts to locate the package were unsuccessful and the shipment has been declared lost.

DHL conducts business in accordance with its Terms and Conditions of Carriage. These Terms and Conditions govern all shipments that travel through our network.

The customer would need to contact the shipper and any compensation or replacement to the customer would have to come from the shipper.

Once again please extend our sincere apologies to our customer.

Sincerely,

*****
DHL Office of the President
Initial Complaint
09/22/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered a load of clothes off *****, they shipped through DHL and I never recieved anything. I have my packages set to not be released unless I sign, my package was released its been over a month and I dont have my clothes or my money. Whenever I call DHL they just say its marked as delivered and Im not able to talk to anyone, at this point I just want my money back.
Business response
09/26/2024
September 26,2024

Better Business Bureau
*********************************************
*******, AZ 85014

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

DHL appreciates being given the opportunity to research and address our customers concerns.

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

After review, local management team confirmed that the shipment was delivered as addressed on August 21, 2024 at 11:37am.

Records indicate our customer has Standing Instructions with ********************** for their shipments to be left without signature, due to the registered receiver delivery preference submitted via DHL's OnDemandDelivery. Our customer can make changes to their delivery preferences by logging in at ******************************************

In regards to our customers request for a refund, ********************** 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.

Under DHL policy the rights and responsibility for cargo claims belong to one of two parties: the shipper or the Bill ** account holder. In this case, the claim rights belong to the shipper / account holder as they contracted with DHL to carry the goods. The customer would need to contact the shipper and any compensation to the customer would have to come from the shipper.

Our sincere apologies for any inconvenience and frustration this situation may have caused. Our goal is to provide a world class customer ********************** experience to every customer.

Sincerely,

*****
DHL Office of the President
Customer response
09/26/2024
I did NOT sign for the package and yall wont let me even see the signature. Its been over a month and still no package I need my money back now
Business response
09/27/2024
September 27,2024

Better Business Bureau
*********************************************
*******, AZ 85014

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

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

Shipment ********** delivered August 21, 2024 at 11:37am and was left at the door, per the Standing Instructions our customer has on file with **********************.

As mentioned,any claim regarding DHL tracking number ********** is the responsibility of the party that paid DHL for the shipping.

The account holder in ***** contracted with DHL Express ***** to carry the goods and, under the DHL Terms and Conditions of Carriage, they hold all claim rights to the shipment. Therefore, it is the account holder in ***** who must file a claim. Since the customer paid the account holder and not ********************** directly, they will need to contact their shipper for any refund or replacement.

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

Sincerely,

*****
DHL Office of the President
Customer response
09/27/2024

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,

******* *****
Initial Complaint
09/19/2024
Complaint Type:
Sales and Advertising 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 shipped some gifts such as olive oil and wine and traditional sweets via DHL in ***************. We asked if there is anything we need to do and they quickly packaged within ***** minutes and completed paperwork. They did not ask us to complete paperwork. After, I got multiple requests to submit paperwork to DHL, very unclear. Especially the emails. I had to call several times to get the information. They forgot to include attachments to forms they were asking me to upload. I originally had ouzo in my shipment, but we removed it because it was 40ml and we could take that on the plane with us. I told them I only have wine and only reported the wine in the alcohol volume and content section. However, the paperwork was never updated. And then they claimed I had alcohol liquor in my package, which I made very clear that I did not. I only had wine and was told that was OK to ship. We asked why the package was rejected and they kept telling us that customs didnt approve because of alcohol liquor. No one called us back. No one updated the paperwork to reflect the true contents of the package. I expect DHL to reship my package and expedite it and do it free of charge.
Business response
09/23/2024
September 23,2024

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

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 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
Customer response
09/23/2024
this is the number: 1900401425
Business response
09/26/2024
September 26, 2024

Better Business Bureau
*********************************************
*******, AZ 85014

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

DHL appreciates being given the opportunity to research and address our customers concerns.

We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL Waybill 1900401425.

Our records indicate that the above-referenced shipment was sent September 11, 2024 from ****** with an estimated delivery date of September 17, 2024 in the ********** The shipment arrived in the **** on September 13, 2024 and was stopped for US Customs processing due to the contents of the shipment. As documentation provided to DHL indicated the shipment contained prohibited items, customs entry could not proceed and the shipment returned to the origin. The shipment returned under AWB **********.

Our customer can find information regarding importing alcohol here: **************************************************************************************************************************************************************

With regard to the customers request for a refund, the customer will have to make that request directly with DHL Express ****** where they contracted with DHL Express to carry the goods and prevailing laws, and regulations apply.

Once again DHL would like to apologize for any inconvenience.

Sincerely,

*****
DHL Office of the President
Initial Complaint
09/18/2024
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.
September 18 2024 dhl lied and said they attempted delivery and I was not home. I have cameras at my house and I was home all day they never showed up. I paid 288 fir a ************* nile gm handbag and I want my package. Dhl are liars and need yo be reported more.
Business response
09/23/2024
September 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 Teams internally to prevent these types of situations in the future.

Our records indicate that this shipment delivered on September 19, 2024 at 4:51pm.

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

Sincerely,

*****
DHL Office of the President
Initial Complaint
09/17/2024
Complaint Type:
Order 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 AL SICK OF YOUR LAZY DRIVERS LYING SAYING THEY ARE ATTEMPTING DELIVERIES AND THEY ARE NOT!! We have signature release do we do not have to be home! WE FILE COMPLAINTS AND YALL STILL DO NOTHING. THEN SEND CALLS OVERSEAS AND THEY DONT CARE AT ALL!!!!! If I HAVE SIGNATURE RELEASE MY PACKAGE SHOULD BE LEFT. I live in a house no gate no dogs! Yall are messing my business up!
Business response
09/19/2024
September 19, 2024

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

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 resolution. The details needed may include but are not limited to:

The 10 digit return tracking/waybill 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
Customer response
09/19/2024
tracking **********
Business response
09/27/2024
September 27,2024

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

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 Waybill **********.

This matter was forwarded to the DHL Management Team that oversees the **********, ** area to review. Unfortunately, all efforts to recover the package were unsuccessful and the shipment has been declared lost.

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.

Under DHL policy the rights and responsibility for cargo claims belong to one of two parties: the shipper or the Bill ** account holder. In this case, the claim rights belong to the shipper / account holder as they contracted with DHL to carry the goods. The customer would need to contact the shipper and any compensation to the customer would have to come from the shipper.

Once again please extend our sincere apologies to our customer.

Sincerely,

******* for *****
DHL Office of the President
Initial Complaint
09/15/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello I trust you are well. I would like to bring to your attention an unfortunate experience I had with your HR employee, *******************. After completing the interview and security vetting process, I was pleased to hear that I had been successful. However, during the salary discussion, ***** informed me that the (basic salary + house allowance = gross salary) Gross Salary was Ksh ******/= ksh (271 USD monthly) with a net amount of Ksh ******/= KSH (224 USD monthly) after deductions, contractual terms yearly till retirement, stating that the offer was non-negotiable and that if I was not comfortable with the salary offer, she would proceed to recruit another H.G.V. Driver as if I was to take that as a threat, This type of communication to me from her was quite unprofessional and dismissive. Although I later met with ***** ***************'s boss, who was open to discussions and promising a feedback in two days time, Sera few days later informed me of the final decision of the ******/= ksh gross pay (271 USD monthly) for driving trailer "h.g.v driver job" with the same bad attitude. It is not the feedback that concerns me, but rather Seras overall bad attitude, frustrations, disrespect and approach, which does not reflect the image I had of DHL.While I respect the decision, my concern lies in the manner of communication, which did not align with the professional image I associate with DHL. I believe that future candidates should not have to undergo such treatment, regardless of their status of job title "be it cleaner, driver... e.t.c", to protect the companys reputation for professionalism.Thank you for your understanding.Kind regards, *********************
Business response
09/17/2024
September 16, 2024

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

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

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

Please advise ****** that this issue should be reported to the local DHL Customer ********************** office in *******. They can be reached at ************************************************************************************************************************;

Thank you for contacting DHL Express *************************************************************************************** of the President
Customer response
09/17/2024

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,

*************************
Initial Complaint
09/14/2024
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.
I had a package out with DHL for delivery, Monday September 9. The driver came to my mobile home park, then turned around without even attempting to locate my lot. The driver then marked the package as address does not exist. I called DHL confirming the address was correct, and was promised I would receive the package the next day. They did the same thing the following 2 days. On Thursday they failed to deliver the package this time providing the reason no one was home to receive the package. This is untrue as I sat in front of my house for 3 hours during the delivery window to retrieve my package, but the driver never came to my house! This past Friday, September 13, DHL failed to deliver my package. This time the reason they gave was that I refused to have them deliver the package. This is once again false! I have called, emailed, chat with customer support. And done everything within my power to try and get my package and resolve this issue. DHL keeps giving me the run around and lying to me. They keep promising Ill receive my package, and then makes up constant excuses when it doesnt come. Their driver has never attempted to deliver the package to my address. I am now under the impression that its been stolen by their courier because they wont update any tracking info on the system. And they keep making lies about why I havent gotten it. I provided directions to DHL so there wouldnt be any difficulty in finding my correct location, yet they have still failed to deliver. This is a package over $300 worth of items. I just want my stuff and for this nightmare to be over. Dealing with DHL has been a nightmare and their customer support is absolutely non existent! They shouldnt even be allowed in business because they are not reliable, and do not do anything to help resolve customers issues!
Business response
09/17/2024
September 17, 2024

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

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

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 delivered on September ******* at 5:51 pm. We reviewed this matter with the DHL Management Team overseeing the ****** area 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
Initial Complaint
09/12/2024
Complaint Type:
Order 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.
9/9 We were contacted by a ***** who said we owed money for the dog to be transferred. We paid the 2000 dollars and he still wanted more money to release the dog
Business response
09/19/2024
September 19,2024

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

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 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

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