We used DHL for shipment from China to USA twice and both times, DHL charged $1000+ more than the all inclusive quote given. On inquiring, they keep sending you from one person to another to make sure you give up. Theirs sales, billing and customer care departments are completely disconnected.
On complaining, the customer care opened the case but their billing department kept threatening for payment of illogical amount for court action. The sales people who work with you will never contact you to resolve. It is such a mental torture. Can't believe US government has such companies allowed, they should be shut! Never use DHL. There are better services out there.
Yes indeed, they are awful. Took over 3 weeks for a package to get from New Jersey to MA. The tracking numbers don't usually work either. I refuse from now on to order from any company if they use DHL. How about another package which sat in a DHL depot 61 miles from our town for 2 weeks, I could have driven there and gotten it. I emailed them to send it to Singapore then I would hire a drone to bring it here, guess they got the humor, and I got the package shortly after that, and then 2 weeks later, I got a duplicate package? DHL is the epitome of ineptitude.
PENSACOLA, FLORIDA -- I checked my tracking information for a package that I was expecting, the date to be delivered was 3/21 before the end of the day. I called DHL and was assured that my package would be delivered before the end of the day. The end of the day arrived and no package!!! Again, I called DHL and a representative informed me that it was in the computer at 12 0'clock noon that the package wouldn't be delivered until the following day! GET IT TOGETHER DHL!!! I spent an entire day waiting for delivery that they knew wouldn't be delivered!!! I will NEVER deal with DHL again!!!
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!!
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!!!
CALGARY -- This is probably the worst delivery company in the whole entire world. My package made it from China to Calgary, Alberta in a few days and once DHL got a hold of it everything went wrong. They had my package for over a week and they needed me to pay import fees, but no one thought to call me. Once I called them and paid the fees that same day, they kept my package for another week. Every time I called they said it would be delivered that day, for 5 days they said this. You could walk from Calgary to my house in 5 days. At one point one for their employees told me "we really don't know where your package is".. $800 worth of goods that they just could not find.
On top of having to wait for 3 weeks for them to deliver my package, I also had to pay $100.00 for their horrible service, and deal with their rude and untrained staff on the phone everyday. If you care about what you are shipping then do not ship it with this company. They are completely incompetent. I would have more confidence in a carrier pigeon.
VIRGINIA BEACH -- 6:45 pm - I'm sitting in my kitchen doing homework with my youngest child. I hear a car honking but ignore it because I'm busy with my kids. Then I hear a car honking again and again. I turn around and look out my kitchen window and see a DHL delivery man waving to me from his van in my driveway. He is motioning me to come down to receive the package.
I come down the stairs and express my disbelief at this service - he says that our garage door is open so he has to assume that a dog is inside and he will not deliver. This is ridiculous nonsense. He was LAZY - end of story. He saw me sitting in the window and was reluctant to come to our front door! We are very disappointed with DHL and will never use them for deliveries.
FRANKFURT -- I have ordered the pickup service from Darmstadt, Germany on 15 September and it was picked up only on 17th, though on the web-site they told me on 17th it will be already delivered to me! After 2 days it was lost - by mistake they sent to another COUNTRY! How is it possible?! It is deliver company and if you work there you have to be expert in delivering to the right destination!
I tried to call to customer service, the first guy was very ignorant and didn't want to help just saying: "Wait for the letter, it is scheduled to be delivered to you!" On the second call the lady hardly spoke English, and all she did in 15 minutes is spell out my name and address. That's it! She didn't give ANY information! She promised she will call service center and they will contact me, but of course they didn't!
Then the package was chilling in the wrong country for 5 days and no one knew when it is gonna be delivered to me! The letter came 10 days late! I needed the letter urgently for Visa, and they screwed me up! You can't call yourself EXPRESS DELIVERY if it takes you 10 days to deliver letter! I spent so much energy and time because of bloody DHL! Will never use their service!
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.