FRESNO, CALIFORNIA -- I ordered several items to come from China, they use DHL express service and my first shipment I sent to a friend & arrived FAST, early actually & no problems! Then, my 2nd package I sent to my new apartment, it had already been delayed from China so I was eager for it to arrive. I was trying to track it pretty regularly and finally it arrived in California and was sent with the courier service from Stockton to my town which is VERY CLOSE.
That night, wondering what happen I got an email saying it was delivered and I requested a copy of the signature confirmation. They emailed it to me but it was blank! No signature! The next day I filed a complaint and requested another copy signature & it had one! So since I was expecting 3 more packages to arrive, I was determined to know there was no way to miss them. I invited several friends over to have an outdoor brunch and get together while I waited for the next package. Wouldn't you guess that evening almost 8pm I tracked it & it said delivered once again! & trust me from 11:30am until close to 8pm there was no absence of any 2 people outside at any given time!
I requested yet another signature and guess what it has the same signature as the other one that showed up a day after it lies saying it was delivered! I sent copies to DHL, I have spoke to customer service, emailed them, filed their lost package claims and all they say is someone will contact me! Yet all I get is an automated response through email saying someone will contact me! What is their problem? My address is verified and UPS dropped off 6 packages in 5 days without an issue! And the worst part is I have 2 more packages still to be delivered! UGHHHH!!!
I have never had more disgust and feelings of rage over something as much as I do for DHL! I will never, ever deliberately use DHL again!
DALLAS, TEXAS -- I ordered stuff from Shein, I paid for 3-5 day delivery once it was processed. As of tomorrow (August 29) it will have been 14 days. I received a text that it would be delivered on August 24. I sent a reply that I was out of town so I wouldn't be there to sign for it. I rescheduled it to be delivered on August 27.
On Wednesday the 26th I got a call that they needed the gate code so they could drop it off. I gave them the gate code and was told to leave a note on my door with the tracking number and my signature and they would leave the package. I did just what I was told but when I came home yesterday, there wasn't a package.
I called today, August 28 and was told they never tried to deliver because they "didn't have my address". I called to make a complaint and was told that it wouldn't be delivered until Monday. I told the lady I spoke to that it was unacceptable because there were dresses in there for a wedding this weekend. She said she would see what she could do and call me back. I never heard back from her.
I then called the same number from Wednesday that I gave the gate code to and was told that the drivers didn't even take the package with them and that if I needed it, I could drive to DFW airport and pick it up. At this point it was around 1:30 in the afternoon and I was at work and unable to drive 40 minutes to pick up a package that I PAID to be delivered to me. I will Never again use your services and plan to repost this as a negative review on your company.
WASHINGTON -- They're simply a joke of a company. I had a parcel sent to me from my country (as a temporary shipment) and they cleared the item duty as a permanent import without even consult with me. First time I heard from them was by a message telling me that I should pay 250 dollars before to get my parcel.
When I did contact them telling that they shouldn't have cleared it as a permanent import their answer was that anyway they don't do any temporary import, so it will be my interest to contact and pay a custom broker whom would have to take care about - they get refund the import duty then do again for me the custom clearance and then get in contact with them and only at that point I will finally get sent what is mine... I WISH TO THEM BECAUSE OF THIS KIND OF BEHAVIOR TO LOSE ANY DAY MORE CUSTOMERS!!!
I ordered stuff from UK on 26 Aug. 2015 and was provided the tracking number. After five day I checked online and saw that my packing arrived in Calgary, Canada. It was pretty quick. They requested to pay the shipping fee and I did as soon as I could so that the delivery would be in my place. The morning after I checked the tracking number again and found that my packing re-route to Beijing, China!!!
I called DHL to report (unfortunately it took me almost 2 hours to talk to the agent). They just said sorry for the mistake and would call me back when they updated the status - which they never called (I wondered if I did not call them what was going on with my package...). After 8 days my package returned to Canada on 08 Sep. 2015, DHL called me that my package arrived in Canada and would delivery same day. When the driver delivered the box I looked at the package, I could not believe that the box was shattered on the corners (stuff in side fell apart).
It's been over a month. Today I received the invoice from DHL for the shipping fee. I called DHL to tell them about the fee which I paid before the package arrive in Canada, the lady said she did not see any payment (online) in the system! Then she provided me the email to contact... which I did and I sent the copy of payment receipt. DHL sucks!! This company is worse and lack of communication, useless, and incompetence. Avoid this company at all cost!!
FREMONT, CALIFORNIA -- I got a text message yesterday saying my package would be delivered today, so I waited at home with the door cracked open, in part because it's hot, obviously I am at home. Then I noticed on DHL site my package was "attempted but the recipient not home". I was home sitting quietly in front of my computer. There was no knock, no door bell ring, no phone call (they have my number), no nothing. What a blatant lie!
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.
CANADA -- On a recent trip to India, we purchased 3 carpets which we arranged, through the shop, to be shipped home. After we returned home, we were notified that the shipment arrived in the country and required customs clearance. We provided credit card information to a DHL representative to clear the carpets on our behalf. A few days later we checked the website to determine the status of our shipment and were surprised to see that DHL was indicating that they had been delivered and that no signature was required; BUT, we received nothing!
We DHL over the course of 2 weeks and when we were able to connect with someone we were told that they were investigating and needed to talk with their driver. After a week and a half of chasing DHL, they told us they checked with their driver who claimed that he did make the delivery. We asked for some evidence that this was the case - a paper or electronic trail of the driver's routing that day, anything. To which we received an e-mail restating that they had indeed delivered the package and that they were now leaving it up to the shippers in India to resolve the situation i.e. they absolved themselves of any responsibility without providing some level of satisfaction that they had indeed actually made the delivery.
I cannot believe a company in North America can behave the way that they have and still stay in business. The lack of any evidence and the way they brushed us off leads us to suspect that we are dealing with some sort of cover up and dishonest people working there from top to bottom. We sent e-mails to everyone in the chain of command including the Canadian president **. ** did not reply even though the DHL web site says "GO STRAIGHT TO THE TOP". What nerve - if you don't mean it then don't say it.
Someone by the name of ** followed up and we were led to believe that this was a result of our e-mails to ** and his office. But, she was virtually impossible to contact and when she did make contact she merely told us that the driver said the package was delivered. No response was forthcoming from ** when we asked for some sort of proof that this really did happen. Before ** came on the scene we were told our case was being handled by ** in customer service. She too was impossible to reach and when contact was made she was rude and uncooperative and for a week or more told us that she left a message with the driver who hadn't call back.
After lodging a complaint the case was taken away from ** and transferred to her team lead ** who, even though he made commitments to keep us informed daily, never did. In fact he just disappeared from the scene and took the day off. The entire ordeal has left a bad taste in our mouths and leaves us strongly suspecting someone at DHL as having stolen our goods and the rest of the organization covering up. I cannot believe that a Canadian company can operate in such a manner.
If anyone out there knows of any other option that we might pursue, we would like to hear from you. We are amazed that as consumers we have no protection from an unscrupulous company like DHL. This company's real business is dealing in fraud. If this is not the case then why were they so difficult to deal with? Why were they so unresponsive? Why were they so reluctant to satisfy us by providing some level of evidence to back up the claim that the package was delivered? DHL - Fraud and scam company run by dishonest people from top to bottom. Get the word out that there should be NO BUSINESS FOR A COMPANY THAT OPERATES LIKE DHL.
USA, NEW JERSEY -- Sent this complaint to the head of DHL customer service and BBB: I sent my first package through DHL this week. I will not be a repeat customer. My experience was nothing short of disastrous. I sent a shipment of gifts to a friend in Vietnam, parcel ID. I purchased the service through a third-party reseller, who provided the shipping label and what I thought was a customs form. I entered into the form the contents of the package at a value of USD 43.00. I noticed the form was titled "Commercial Invoice," so when the DHL driver picked up the parcel, I expressed my concern and specified that the package contained only gifts and not a commercial shipment. He assured me that everything would be fine.
When the package arrived in Vietnam, an exception was generated. I sent an email asking the status of the package and received a return call from a courteous English-speaking representative in Ho Chi Minh. She indicated that she needed contact information for the recipient; I gave her the recipient's e-mail address. I indicated that the recipient was not perfectly fluent in Vietnamese and asked if she could communicate with the office in English. The representative assured me that an English speaker would be available.
The recipient forwarded me a copy of the email she had received, which asked her for details regarding the shipment which a gift recipient should not normally be expected to have access to. Still, I assisted her in filling out the form and she replied in English. We specified again that the shipment contained only gifts.
A DHL representative next came to the recipient's address and gave her a copy of the "commercial invoice" which I had provided to DHL. The representative stated that the recipient would need to pay the USD 43.00, the value of the items listed, to obtain the package. It should be noted that $43 is a significant hardship for the recipient due to the exchange rate. I messaged the DHL Vietnam website in English stating that the list was not meant to be an invoice, that the contents were gifts and not a commercial shipment, and that the recipient should not be invoiced.
A family member of the recipient called the Ho Chi Minh office and was told that they has not received her email. It was sent again without reply, another call was made, and the representative indicated that the office could not read the English email. The recipient had her email translated into Vietnamese and resent it in both languages. Finally the Vietnam office confirmed receipt and advised the recipient that the package would take approximately two days to clear.
Seeing that DHL had a policy of charging for packages taking over three days to clear, I contacted the U.S. office. I received a voicemail message back stating that the package had been cleared after all and would probably be sent when it was morning in Vietnam. The driver did deliver, charging the recipient's family the $43 which we had explained repeatedly should never have been invoiced.
All told, the package spent twice as long in the Vietnam office as it did in transit, and the entire transaction was plagued with errors, poor communication, and a wrongful charge which represents a needless hardship to the receiver. I would like the full $43 refunded directly to the recipient as soon as possible. Thank you for your time.
OREGON -- I bought some products online and the seller, without asking me, decided it was a nice gesture to send the items through courier, even though I had paid for regular international mail to Canada. They used DHL for shipping and DHL charges a minimum of $14 plus tax in addition to the taxes and duties I owed Canada Customs.
So, if you live in Canada, you have 2 choices: keep your purchase under $20 or buy enough to justify paying DHL's fees. Keep in mind they charge 2.5% of the product value or $10, whichever is highest + $4 C.O.D. fee + taxes. And when you call to ask them why are you paying $28 on a $36 package, they will tell you to take it with the government because taxes are so high. Then they tell you that, if you lived in the US, your threshold would be so much higher so the problem is that you live in Canada, even though the actual taxes are only $12 and the rest are their ridiculous fees.
The DHL person I spoke to said they get lots of upset calls about their fees but; from what I gather, people pay them because they have little choice. What is the point of buying things online if you have to pay double the original price in the long run?
They already got payment for their services by the seller but I'm pretty sure I will be stuck with the useless DHL $16 fee for simply knocking at my door and spending a minute at the customs counter. I know it's a matter of 1 minute because I have done my own brokerage at customs close to the Toronto airport and it literally takes no time. I can't do that now because I moved to a town 3 hours away from the GTA and I don't drive. Otherwise I would be there in a heartbeat. It's worth the drive just to make a point if you are close by.
DHL suggested I should refuse the package to avoid the fees and offered no other solution. My experience with FEDEX and UPS is that they are more understanding and will meet you in the middle depending on what you bought. They do have fees per line in the invoice and other stuff but they understand when their fees are just too high and will at least try and help you out.
TORONTO -- The absolute worst shipping company EVER. A nightmare to deal with. I ship packages to overseas all the time, mostly documents, prints and sometimes antique magazines or arts. On July 19, 2013 I shipped an express package from Toronto Canada to Tehran which should have been delivered in 4 business days. Tracking showed that my package entered their sort facility in AE _HUB & GATEWAYS on July 23 and after that no further activities were showing on the tracking page.
I started calling them a few days later to find out what's going on. Each time they said someone will call me back and no one did. On Aug 1, 2013 I got fed up and called the customer service line and demanded an answer. They put me on hold for 35 minutes and came back to tell me that my package has gone missing... Missing??? how can that be? I told them that the package contained magazines that were worth a lot of money and I find it hard to believe that they have just vanished in the thin air. They said that they just don't have any scans or traces of my package once it entered their facility in Dubai. It seems clear to me that someone had stolen my package.
The customer service advised me to start a claim and sent me the claims forms. I filled them out and emailed them to the address on the form, I also faxed them to the number on the form to be safe. Needless to say that to this date (Aug 22, 2013) I have not heard back from them. I have called many times, they keep on saying that their claims specialist will call me back... I keep waiting and nothing... I would never send anything anywhere with DHL again... Their customer service is a nightmare and their employees at their sort facility are thieves... My advice is to stay away, there are lots of other options...