SAN DIEGO, CALIFORNIA -- I ordered an item on Amazon that I needed quickly. Paid extra to have shipped in 3-5 days. I received an email stating the item was en route from China. I was flabbergasted. It was an authentic costume my son needed for a school function on Thur. It was to be delivered on Wednesday, so we were very excited. My eldest son sat home all day near the front door since DHL said they needed a signature. I called him around 3:30pm and he went outside to look. All that was there was a door hanger. They never knocked.
He tried to call, said I needed to call, it would be rescheduled to deliver by Monday. I called and found out it would be on hold at the office. I told them to ship it back, thanks for nothing, son was only one without a costume and I am so mad. If I know an item is coming from overseas, I will not order if DHL is the service. Thanks for nothing.
DO NOT USE DHL to send anything of value to Mexico! I needed to send a laptop to my daughter going to college in Guadalajara. I used DHL because they charged about half of what FedEx was charging. So I paid $100 to send the laptop with insurance to the DHL office in Mexico to avoid having it driven around on the streets of Guadalajara. When it arrived my daughter went to pick it up but the DHL office wanted $500 US for her to get it out of customs and no explanation of what the charge was for. I called the DHL helpline in the US and explained the situation. They said they would assign someone to my case and call me back in 2 hours.
4 hours later they call back and tell me someone was assigned to my case and would call me back the next day, I explain to them I want to know why that are asking for $500. The next day they don't call, so at the end of the day I call them. I talk to someone who tells me the fees might be for taxes or duties or something. I tell them I want to know exactly what it is for because as far as I know there's no such charge in Mexico that high. They say they will check on it and call me back the next day.
The next day late in the afternoon I call them back and they tell me the fees might be for duties and taxes. I tell them again I need to know what exactly they are charging me for. They say they'll call me back the next day... I go through this for 4 days and on the 5th day I get a hold of some assistant and I ask if they found out anything yet. He says the fees might be for taxes or duties. I respond, "I've been calling you for 5 days and you haven't found out anything?" He said and I quote, "We sent them an email but haven't got anything back yet".
I chewed him out for the next 5 minutes on why they didn't call the office in Mexico directly instead of sending emails, and then he says, "Did anyone tell you about the 4 day limit?" "No." He goes on to explain that his records show my package was confiscated by the Mexican government because I didn't pick it up within 4 days. I explain to him that I've been on the phone with DHL every single day for the last 4 days and no one told me this. After I chewed him out some more I hung up the phone and immediately wired $500 dollars to my daughter and thankfully she was able to get the laptop out of customs.
The DHL office in Mexico charged $80 for storing the package and $120 service fee on top of the $100 I paid to have it shipped there. The rest went to the Mexican government for duties and taxes. If you have read this far I just have two points I want you to know: 1. DO NOT ship anything of value to Mexico. If you insure the package they use that value to determine how much to charge you when your package goes through customs. It ended up costing me $600 total, to ship a $700 laptop to Guadalajara. Next time I'll buy a ticket and take it there myself.
2.DO NOT USE DHL. I don't blame them for duties and taxes but their office charged $100 initially and then an additional $200 for storage and service after the package arrived. Also not knowing and not finding out what their office in Mexico is charging me for after 5 days of phone calls is unacceptable. I wouldn't trust them to send a Christmas card across town after this...
Item ordered through Amazon, was given an expected delivery date, item did not arrive. I tried to get tracking information. I emailed DHL, Amazon, got no responses. Could not get tracking info. The worst customer service department ever. I will never order anything from a company that ships via DHL global mail.
FLORIDA -- I got notice from an overseas company in China that my shipment left on Tuesday evening - and I received tracking.
Then I tracked and tracked - to my utter shock and happiness, it was in America by Thursday evening! I was so excited! I told my mother to stay at her home on Friday since it was being delivered there. And somehow, no one ever rang the doorbell or knocked loudly enough for someone to hear
So my husband called DHL and spoke with a representative - the representative said we could come pick up the package between 6 and 7 pm. HOWEVER, their hub is over an hour away and I don't get home from work until 6:40 pm. So we called again and spoke with a lady who said she could probably get it on a truck out that evening since their driver made the mistake. We would get a phone call from a manager called "**" within an hour. An hour passes and no ** calls. So once again, we call DHL - and we have to track ** down. Lo and behold - all the drivers have gone home. "So sorry - blah blah blah."
Then, he promises we are the FIRST delivery for Monday. I check the tracking all weekend and all morning today, Monday. I call my husband and tell him to contact DHL since there has been no update since the one from Friday saying "recipient not home". So he calls their customer service again. This time he spend 1.75 hours on the phone with some women who HALFWAY through, updates the website. Literally, right in front my eyes - while I'm at work I refresh the tracking page and one minute the latest news was: Delivery attempted; recipient not home. Houston, TX - USA. 11:00. Then, three minutes later it says: Awaiting collection by recipient as requested. Houston, TX - USA. 18:50
And then NOTHING else. Today, they tell us that someone told them to hold my package instead of deliver it. WTF?!?! So at 2 pm we tell them to get it on a truck and deliver it now. Apparently that's out of the question... but why would the lady from Friday suggest putting it on a truck at 7pm on Friday, but it's out of the question at 2pm on Monday? So now they tell me AGAIN, that we will be the first delivery tomorrow.
My main question is, why does it only take 2 days for a package to get from China to Houston, unharmed and no problem? And why does it take more than 2 days for a package to be delivered WITHIN Houston? From now on, I will ALWAYS choose either UPS or FedEx - and the companies I buy from will offer those options. OR I'll just take my business elsewhere. This has been too miserable of an experience - I want no more of it!
I am very disappointed in DHL. First, their competitor FEDEX did a great job in handling a very similar package to the exact location recently. A package sent internationally was delivered with no issues, and with no customs paperwork requirements. It was a large package, a gift in fact, very similar to the one I was trying to send.
My situation: I took the package items to a local pack and ship location. The employee actually packed the items into a box and said DHL was the best way to send the package. There was no mention of customs paperwork. So, I trusted the employee at the pack and ship, and I trusted DHL to send my package to the international location. However, I come to realize that the package was returned because customs papers were not filled out for this package. Therefore, my father will did NOT receive his gift for his 60th birthday. I am very disappointed.
If DHL requires certain paperwork for certain locations, they should add warnings to their services that alarm customers and local shipping employees of international packages to certain areas, that all packages must have customs paperwork. How would anyone know to fill them out? DHL should research why FEDEX does not require customs paperwork so they can avoid these in the future. Or maybe, DHL should close their doors and shut down! When I called this morning to find out where my package was, the customer service lady was rude and patronizing. She kept cutting me off on the phone too!
After the call, I went to DHL's website to file a complaint, but they have a maxiumum character in their comments box, so you can only write about 2 sentences. How can anyone fully explain their situation in 2 sentences? Even the best writers can't file a complaint in such a concise manner! I am so outraged!
DHL claims on its advertisements to provide an international solution to shipping problems. This is very far from true and at least here in Kuwait where I work they provide the very worst service anyone can imagine. I have had to go to the lengths of informing all companies who we do business with to never send anything through DHL.
First, it seems that DHL uses a local agent to clear shipments. This local agent makes more money depending on the additional items they accomplish in the clearing process. The first time I noticed this was when a company from the UK sent me some advertising documents and a videotape of their services through DHL. Since DHL "cleared" it through customs, I had to pay KD 3 (approx $10) for customs duty, but what was worse was their various "clearing" administrative activities cost me over KD 10 ($34). FEDEX regularly brings in similar envelopes with no customs or clearing charges.
The latest testament to the incompetence of DHL, I was sent a shipment of specialized industrial grease through them. I pleaded with the sender to use anything other than DHL to no avail, even though another vendor in the same city in the USA shipped a similar package through UPS on the same day. The UPS shipment arrived a week ago while the DHL shipment of the same type of items is still stuck in customs. Although the shipment originated through DHL, they called me asking for the original shipping documents, certificate of origin and packing list so they could clear it through Customs.
Now, how am I supposed to have these original documents when DHL did the shipment? Maybe they thought the documents were sent through FEDEX so naturally they would have arrived early? There were several frustrating things with this shipment. First, it arrived in Kuwait on the morning of the 26th of May (the weekend here in Kuwait) even though DHL failed to call us until the 29th three business days later. WE have been trying to accommodate their requests for documents, but now two additional days later they are requesting an environmental shipping statement so they can continue the clearing process.
The reason for using such international courier services is to ensure time sensitive shipments arrive quickly, not to provide additional irritation and delays. It is clear that at least for Kuwait, this is not the case with DHL. I suggest to any company who has to ship anything to Kuwait to use UPS, FEDEX, or even parcel post before they consider using DHL.
I have been using DHL for over 5 years, I have to admit that their non-US service is great, once packages leave the US they get delivered on time. I recently discovered a billing error where DHL surcharged me over $1000.00 to ship a large package to Saudi Arabia. Luckily I had my DHL quote and package information recorded. I created a billing dispute and DHL refused to correct the issue, I started the process back in February and I realize that I was dealing with complete idiots!
They refused to recognize that they were billing me for package dimensions that exceeded manufacturer packaging specs, it is almost if the package grew within DHL sort system. After multiple emails and certified letters, DHL continues to call me on weekly basis looking for payment and I have to tell them every time that the invoice is not overdue, it is in dispute, all I asked them to do is correct their mistake. But hold on, it is a mistake or an opportunity to enhance revenue? In talking with other EX-DHL customers, I realized that DHL has a long history of padding the invoices. So buyer be aware, audit your invoices and do not give them your credit card.
WASHINGTON -- Package lost in translation - this package, a flat envelope containing one US drawn check for less than $1,000 and a deposit slip to a US financial institution. I work in Kuwait.. it was shipped on 25 May and as of this date has been sitting for over 48 hours in a hold status! Imagine that, but to make things just a bit worse the excuses have been 1) Lost. 2) Customs. and 3) Already in Transit. I have contacted the representatives both on phone and supposedly "live" chat with a string of absolutely stupid excuses to include that Customs can hold mail for up to 30 days - God forbid my paycheck is a bomb!
So stupid is what stupid does; I won't ever use DHL again and when and if I ever do received the check due to the delay which has hurt my family because I just began this job and it is a livelihood issue I will definitely do everything in my power to cause DHL to lose a thousand times what it has cost my family in heartache and real time cost. I want to put DHL out of business and it should happen now!
DHL has proved itself very unprofessional in my case. In a nutshell, they have delivered an important international package into the wrong hands in the wrong address. Neither the address, nor the name nor anything matches with me. I have lost the package and the company has the cheek to say "You see sir, we only deliver home to home and not person to person." They are silent when I say, "You have not even delivered home to home. You have delivered home to some unknown home."
They are totally not in communication with various departments. The driver and his supervisor have tried to lie saying they actually came up to my apartment to deliver it, but that is impossible since the apartment is controlled by a central number lock and he will have to call me before entering. DHL, having made this atrocious delivery somewhere (or maybe that is also a cover-up lie for losing my package), have not even informed me that it has been delivered to the wrong place to the wrong person. They have not even left a slip explaining that they couldn't find me and therefore left it with a neighbor.
They have made me run from pillar to post from neighbors' house to neighbors' house. THIS COMPANY NEEDS TO BE SUED FOR THE BENEFIT OF ALL OTHER POTENTIAL VICTIMS OF THEIR INCOMPETENCE. I LOOK FORWARD TO OTHER PEOPLE IN SIMILAR SITUATIONS TO TEAM UP AND PUT THIS COMPANY TO PLACE IN THE COURT OF LAW.
It is hard to imagine a company worse than DHL. Granted lots of companies are terrible, but let me tell you what happened when I tried to send a package to China. They lost it. Then they blamed me saying it was mislabeled. Was the address wrong? No. Did they lose it in China? No. They lost it in the Ohio sorting facility. A ten pound package. And they blamed me.
Then when I called them they told me a different thing each time I talked to someone. They told me it was in California, Ohio, or had disappeared. More than a month later they called me to tell me they found. I told them I wanted it returned to sender since I was no longer in China. They said no problem. I called three times to confirm. And then it went to China. NEVER EVER USE DHL! What a poorly run company.