ComplaintsforDHL Express

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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
Initial Complaint
09/12/2024
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 Customer ********************** refused to help assure me that a delivery failure caused by DHL gets the needed attention by the DHL shipping center to guarantee delivery on the rescheduled day. The shipment of a camera from ***** requires a signature and was scheduled by me on a day I would be at home to sign, 9/11/24. Instead, DHL attempted to deliver one day too early, 9/10/24 and did not show up on 9/11/24. This destroyed my trust in their online delivery scheduling. I did reschedule again, this time for 9/12/24 because this is the only day I will be able to receive and sign for a while. I want to avoid the shipment going back to ***** because of delivery failures. I am requesting the assistance of the Better Business Bureau to make DHL deliver my package when I am available to sign for it, and to prevent a return of the package to the sender in ***** because of DHL's failure to deliver properly. My customer ********************** experience was also very upsetting, and I request DHL executive management to remedy this. See the attached transcript of the chat. Sincerely, ******** *******
Business response
09/17/2024
September 17, 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. The attached document provided by the customer was also not able to open on our end to view.

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

Sincerely,

Mayra
DHL Express
Office of the President
Customer response
09/18/2024
DHL's response to my BBB complaint is an outright scandal. Two of the reply statements are factually incorrect. The tracking number was provided in a data entry box in the original complaint. The attached MS **** file is no problem to open in any version of ********* ****, I just checked it. Moreover, DHL's behavior was very upsetting. While I did receive a courteous call by their complaint department, I was unable to get back in touch with the agent who had left me a direct contact phone and e-mail. After her call, DHL messed it up again and sent my package out for another failed delivery when I specifically had set it not to be delivered on that day but a couple of days later. I had to enlist the assistance of the sender in ***** to instruct DHL to deliver on the day I had set online. Luckily, DHL obliged to the sender in *****, and I finally received my package on Monday, 9/16/24, almost one week later than originally set online by me. DHL should be shunned by all businesses as a delivery service. They have acted unspeakably bad towards me, and I would really like to get my money back that I paid for shipping. DHL does not deserve any amount of money for such behavior.
Initial Complaint
09/11/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered a pair of smart glasses from the ******* website to be delivered via DHL to a friend in **. DHL provided a delivery receipt signed by ***************************************, but he was in SC on the day they supposedly made the delivery. To date, I have not received the merchandise, nor have I received a refund for the purchase. Attached is a copy of the receipt from the hotel where *************************************** was staying on the day DHL claims to have delivered the package.DHL Tracking number: ********** ******* order number: ******** Date of transaction: May 20th, 2024 Amount paid: $391.22 The Business committed to delivering the order.The Nature of dispute is either a total refund or having my order delivered to my address instead of my friend's.Yes, I tried to contact ********** and DHL, but neither resolved my problem.No, the issue doesn't involve advertising.
Business response
09/12/2024
September 12, 2024

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

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 2581094180.

Our records do not list the customer as the shipper, account holder or the as the receiver for this shipment.

For the privacy of our customers, we respectfully request they reach out to the shipper or receiver regarding this matter, as they are in the best possible position to provide you with further updates.

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

DHL would like to apologize for any inconvenience.

Sincerely,

Mayra
DHL Express
Office of the President
Customer response
09/16/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.
Yes, I am not the shipper, account holder, or receiver of the shipment, but I am the one who placed the order.
In this case, I will contact the receiver to file a complaint.

Regards,

***************************
Initial Complaint
09/07/2024
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 purchased a keyboard from an online retailer. This retailer uses DHL to do its shipping. I didn't receive my package that I was supposed to get two weeks ago. Instead, I received someone else's package. I then called the shipping company, DHL, and spoke to them about my issue. They seemed confused, but eventually figured out that my package had been swapped with a different person's package at one of their distribution plants. They had me send back the package I received mistakenly and assured me that they would look for my package and contact me when they had found it. After a week of no contact I called them again at the number they had left. They told me that my case had been closed. My issue was not resolved so they reopened the case and said they would contact *** to look for my package and get back to me the next day. That was two days ago, yesterday they contacted me and said that they were unable to recover my shipment. They also said they were going to close my case again, and told me to contact the "company you ordered from". I don't know what exactly can be done to rectify the situation, but I feel that it was ridiculous that I was given run around on the phone for two weeks just to be told that they gave up looking for my package. If it helps, it was a $200+ item.
Business response
09/08/2024
September 8, 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 a resolution.The details needed may include but are not limited to:

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

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