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DHL International Delivery


15 Reviews & Complaints

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DHL - Excessive charges and Unacceptable Customer Service
Posted by JFLLive on 09/29/2009
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 help line 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 the 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 say's 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 say's, 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 with in 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...

     
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DHL Billing: Robbery In Progress
Posted by Audioclicks3 on 06/15/2011
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 their 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 over due, 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.
     
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Posted by Alain on 2011-06-16:
Since DHL has very little corporate presence in the US about the only thing to do is to try and contact them at 800-225-5345 (which it sounds like you've all ready done). You might try filing a complaint at http://www.ftc.gov/bcp/consumer.shtm
but in this case I don't know that they could do a lot for you. Using a competitor that has more of a US presence may help avoid future problems.
Posted by Roger on 2012-01-18:
I am having the same issue with DHL we stopped using them 5 years ago and closed the account. By mistake one of our suppliers ship DHL with our closed account and they billed us $6,000.00. i have refused to pay and they keep calling daily. I have disputed the charges but they keep calling.

Any suggestions or just ignore them?
Posted by Zach on 2013-11-08:
If I were you, I'd consider legal action against DHL.
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Lost My Package
Posted by Patkev45 on 06/12/2011
Never delivered package from overseas. It was sent to wrong country. I never heard about it again.
     
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Posted by Anonymous on 2011-06-12:
If your package is lost, the first step is to contact DHL customer service at 1-800-CALL-DHL (1-800-225-5345) to initiate a trace, as a trace must be completed prior to filing a loss claim. If they then cannot locate your package, a claim may then be filed by filling out a claim form and returning both it and the requested supporting documentation to DHL.
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DHL's Lousy International Service, Lost Mail
Posted by LittleButterflyFantacy on 04/04/2011
WARNING!!! They never Delivered my Box. It was lost & never found. They kept saying it was coming. Never got it. Its been a year!! Don't use them (DHL), as they lie & steal your mail. I have never been so up set. They wanted to add a surcharge coming from London, even though they lost it over there.

I wish I would have found this before I used their services!!!

     
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Posted by momsey on 2011-04-04:
Unfortunately, things like this will happen with any carrier. It doesn't make it any easier to take, of course. Hope it was easily replaceable.
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Speedy Delivery
Posted by Selrahc on 09/03/2010
Bought something from America to be sent to Britain, originally said it would take a week to get there, this was fine, followed the tracker and found it at the door within three days, including clearing customs. Very speedy.
     
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Posted by Alain on 2010-09-03:
It's always nice to have something delivered on time or ahead of time as opposed to late.
Posted by Skye on 2010-09-03:
Yea! Nice review, and as Alain says, delivery on time if fine, but ahead of schedule is even better, especially when customs is involved.
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No delivery - bad service
Posted by Soularsun on 08/02/2010
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 American 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 on 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 "Richard" within an hour.

An hour passes and no Richard calls. So once again, we call DHL - and we have to track Richard down. Low 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:

18 Delivery attempted; recipient not home Houston, TX - USA 11:00

Then, three minutes later it says:

19 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!
     
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Posted by Alain on 2010-08-03:
They were doing so well until it got to Houston.
Posted by goduke on 2010-08-03:
Probably got stuck in the black hole known as the Houston Astros.
Posted by Import Export Specialist on 2010-08-12:
I have had similar experiences. Then I was told about a company named Global Trade Resources who have turned out great. I use them for my small business. It's sad the DHL is centralizing their customs work.
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International package 4th time always " OUT FOR DELIVERY" BUT NOT DELIVERED !!!
Posted by WAITING!!! on 09/29/2009
DHL is the worst of the worst among the worst!!! BEWARE NO MORE SENDING OR RECEIVING PACKAGE VIA DHL!! Got this package almost a week now, always "OUT FOR DELIVERY but their delivery van DID NOT COME!!", this is 4th attempt to deliver if indeed someone is delivering it or just A LIE ON THEIR ONLINE TRACKING!! THIS COMPANY SHOULD STOP OPERATIONS. KING OF WORST OF MAIL SERVICE!

NO WONDER WHERE AND WHAT LEVEL THEY ARE RIGHT NOW!!!

     
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Posted by Anonymous on 2009-09-29:
Since you know it is in the hub, and has been out for delivery, have you called with the tracking number to check on it? I doubt DHL has your phone number. They made need directions or any other kind of reasons. If it is international package, it could be stuck in customs. Call and ask.
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DHL Incompetent
Posted by Danair02 on 05/29/2008
WASHINGTON -- Package lost in translation - this package, a flat envelope containing one US drawn check for less then $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 lively hood issue I will definitely do everything in my power to cause DHL to loose 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!

Tracking history... Help

Date and time Status DHL Facility Location
5/28/2008 5:10 am Shipment on Hold. Wilmington, OH
4:36 am Transit through DHL facility Wilmington, OH
3:49 am Clearance Delay Wilmington, OH
1:16 am In transit. Wilmington, OH
1:16 am Processed at DHL Location. Wilmington, OH
5/26/2008 12:19 am Processed at DHL Location. Bahrain, Bahrain
5/25/2008 10:28 pm Transit through DHL facility Bahrain, Bahrain
3:19 pm Shipment picked up Kuwait, Kuwait

     
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DHL - Very unprofessional and not trustworthy at all
Posted by Jpsaccount on 03/27/2008
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 loosing 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.
     
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International delivery
Posted by Alferixa on 11/05/2007
NORTH FORT MYERS, FLORIDA -- I am about to loose my mind. I was expecting a package with two plane tickets (non-refundable, cost about $2,500.00) from Russia. It never came! When I called DHL international I was told that my package was DELIVERED to SOMEBODY and sighed for... 3 days ago....to a DIFFERENT CITY!!!!! The address, which customer service representative provided regarding that delivery, DOES NOT EVEN EXIST!!!!

Although my receipt has a correct address, I guess it does not matter... What is going on with this company? Do they even care?

Well I will find out tomorrow...

What a nightmare...
     
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