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Always a problem
Posted by on
CONCORD, NORTH CAROLINA -- I order a lot of merchandise over the internet and have had a few companies ship to me via DHL. I must say that out of the last 5 deliveries, there have been problems with all 5. For example, I paid for Saturday delivery on one package and sure enough, the tracking showed out for delivery on that Saturday. Well, I stayed around all day, waiting for DHL. They never showed at all. Suddenly, the tracking updated to show "delivery attempt, not home" thing. Funny part was that the time it said they attempted delivery, I was practically staring at my driveway....no yellow truck ever showed. At 400pm, I called the 800 number and they said the truck was already back at the station and to call Monday. Finally got my Saturday delivery on Monday, and the driver told me that the girl who was driving on Saturday didn't know the area? So she just lied about attempting delivery and went home?

Next incident involved an overnight delivery by 300pm deal. Well, it got to be 400pm and no driver. Called the infamous 800 number and they said that the driver would be there within 45 minutes. At 900pm, I called back and asked where the driver was that should have been thereby 445pm. They contacted the driver and had him call me directly. He was lost and literally was driving around about 4 miles from my house and was about to go back to the station. So, I ended up meeting him three miles up the road for my package at about 930pm. The driver even had a partner riding with him and neither one could figure out where they were. The real funny part was that when the tracking finally updated to show that it had been delivered, it showed that they had delivered to me at 230pm! Unreal.

Next incident involved another Saturday delivery (never pay for these). Since my last bad Sat. experience, I figured I would get the jump on them that day. I called first thing that morning and asked for an ETA for delivery. Well, they actually called me from the local hub a few minutes later and I was able to talk to the driver before she left the hub. I even offered to meet her in town to make sure I got delivery and to help her out. Otherwise, I prob. would have never seen the package until Monday. Okay, she agreed to meet me at 1100am about 15 minutes from my house. Okay...I went for it and was sitting in that parking lot at exactly 1100am. I waited for 30 minutes....no show. I drove back home and got a message on my answering machine that said "sorry, company policy won't let customers meet drivers up the road for delivery". So, I had one person telling me one thing and another person telling me another. I finally got a call from the driver and ended up meeting them up the road AGAIN because they were lost.

I could go on, but I'm actually tired of complaining. I understand that everyone has a job and mistakes can happen, but DHL has been so consistently screwy that GOOD service with them is actually an exception to the rule. I wish to the Good Lord that shippers would QUIT using DHL or they will definitely lose me as a customer. I run a business and exclusively ship USPS Priority mail and that service has been 100 percent better than DHL overnight.

However, I will leave one positive note at the end. There is ONE lady DHL driver that I have gotten to know that has always been prompt in delivering my packages. Too bad that she doesn't work every time I have a package coming as she is the ONLY driver that done a super job. Wonder what the interview process is like for drivers? Some of them really are out there.
     
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Dr. Jeecheroo on 11/25/2007:
Could you check with whoever you buy from what packaging delivery service they use before you order from them?
eveningstorm on 11/26/2007:
Well yeah...but when companies that you've always dealt with start using them, it sort of puts you in a bad spot. Evidently, a lot of companies are going for the better deal rather than the better service. With my business, I refuse to ship DHL whatsoever.
joonbeams on 12/10/2007:
I have found these exact issues with DHL and only DHL with my internet order deliveries. Happened again to me today. It is at the point now where once I see that DHL is the carrier, I panic because I know my order will not arrive on time or that there will be some other blunder. This time I asked for text (SMS) messages to notify me whent the package went on the truck and when a delivery attempt was made. Nothing - only to find out later that delivery was "attempted" and it will be reattempted tomorrow. Well, I'm traveling today and my package is a computer that I need TODAY! So frustrating!
homer53172 on 12/18/2007:
DHL's Christmas time policy is ridiculous why reputable stores use them I don't know..
the week before Christmas FedEx and UPS won't refund shipping for late delivers if the package is less than 90 min late. fair enough
for the 2 weeks leading to Christmas DHL will not refund money regardless of how late your package is. So they have no accountability at all during Christmas and basically can deliver at their convience and theres nothing to encourage them to do it.
So that order by the 19th 20th 22nd whatever date the retailer lists on their website when you order really doesn't mean a thing if you use DHL.

from http://www.dhl-usa.com/resources/DHL_Service_Guarantee_v6.pdf

DHL will, upon customer's request and subject to the restrictions described below, provide either a refund
or credit of customer's transportation charges, at DHL's option, for a U.S. origin, international outbound
shipment or U.S. domestic package that is delivered later than DHL's published delivery time.
This guarantee is subject to the following limitations:

10. Any package picked up or scheduled to be delivered between December 12 and December 25.


snafu on 10/31/2008:
DHL screwed up again. I was sent a package on the 27th with an estimated delivery of 30th. I checked the status on the 30th morning and was "arrived at DHL facility", just about 10 miles away from my place. I was keep checking the status until late night but the status was still showing delivery on the same day. Now it's the 31st and the status is still "arrived at DHL facility" with a delivery date of 30th. I have contacted DHL and they told me there has been a error in handling and my shipping was delayed. They assured me it will be delivered today (one day after the delivery date) unless some something unforseen will happen. Thanks DHL, from now one I won't use your services again. (Second time they screw things up on me)
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DHL Lied.
Posted by on
CALIFORNIA -- DHL is a new company from Germany trying to conquer the North American courier business. They settled in the U.S. (largest market over Canada and Mexico). I found out too late that they don't even have trucks in Canada. They sub-contract the last leg of the delivery to independents. How would you like to count on Bob or Joe Blow with a sticker on the side of their car to deliver your business transactions/Estate Will/Visa documents/or vacation/air tickets.

My experiences are as follow:
DHL scanned my package in California on Wed. Oct.5th, 2005. Purchased and paid them for 2 day delivery service to Vancouver, BC, Canada. It’s supposed to arrive by Friday Oct.7th.

Guess what they did after that? Instead of putting it on the next airplane heading north. They shipped it east to their sorting facility in Ohio where they shelved my package for TWO DAYS in their warehouse. As I understand it, they waited to fill an airplane before they would ship the package. In other words, DHL charged me Courier Speed Service and took the cheap/slow route by sending it on a "scheduled" flight. They took my money for premium service and swapped for economy behind the scenes. They deceive the public.

I know this because I called them to find out why it was late. They blamed their DHL Canadian branch and gave me a number to call for myself. Well, the Canadian branch looked into their system and said that the package was flown out on Saturday (3 days later) and arrived only on Tuesday morning at 11am for customs inspection. It's Thursday, Oct.13th now and my package has not arrived.

I called many times to DHL U.S. office as they procured the order. I called last Thursday and they said it won't be on time and promised Tuesday. Then Tuesday Oct.11th they promised Wed. Then on Wed. they promise Thursday. It's been a week and the package has NOT arrived. Regular US Post would have been faster than this.

Each time I called, DHL would agree to have a manager call me back the next day. No one did. Then I call back, they promise someone will call me in 24 to 48 hours. No one has. They made a serious mistake; and then they sweep the problems under the carpet hoping to by time. Well I gave them time and the package is still NOT delivered. Service paid for but not performed. They also blame other braches of their company and make you call all over the place. I got fed up and said they make the calls, hunt the package down, and call me back/or I'll wait on hold. They won't. They made the error, but you have to call around to fix the problem yourself.

Now they are blaming Canada Customs for inspecting the package because it's international. This is as stupid as them blaming each other. Read on...you are going to love this. They said that the delay is Canada Customs fault. Haahhh! If they knew the package has to go through customs, why pretend to provide a 2 day courier service. They lied. Right at the beginning, they should just tell the customer it will take longer. It's the honest thing to do. Then I asked them if they have any experience with international shipping. They said they do it every day. And that they even have overnight delivery between the U.S. and Canada. We'll they can't. How could they ever pull off an overnight delivery when they stored packages for TWO DAYS in their warehouse way across the continent?

These morons last attempt was to minimize the problem. I agreed with them that inside the package is not a million dollar real estate deal. But it does have my plane tickets and Visa for my holiday travel. Well, the tickets for flights and hotel are dated/expired now. Just think of how many holidays you get a year. They screwed my holiday, my vacation, and f**ked my October. Every body else did their part to organize my vacation: the hotels, airlines, travel agent, government Visa office, work schedules. DHL ruined it by falsely claiming they can do a service that they know they can NOT and charged the customer a premium but switched to economy.
They better own up to the damages they caused.

My travel agent said he'll NEVER use DHL. If you want happy customers and stay in business, AVOID DHL at all costs.

I will NEVER buy from these liars called DHL.
These amateurs will never rise to compete with the big two American Couriers.
Freakin' FedEx wannabes.
     
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bill on 10/13/2005:
DHL should try to conquer the French courier business first. France has always been easy for Germany to conquer.
microchips on 10/14/2005:
I don't even consider DHL as a proper courier company. I have lost my parcel with DHL CANADA and these crooks never appeared again.they made fake claims of delivery . From last couple of months DHL Canada no body even comes on phone line.

Just avoid These crooks by all means.
norrina on 10/26/2005:
Our business does a fair amount of overnight and second day shipments, and I won't use DSL for any of them, I have heard too many horror stories (some of them from an ex-boyfriend who worked for them during the time we were dating).

Shipments that have been made TO our office have not once been on time, the delays ranging anywhere from hours (promised morning delivery but actual time being near closing) to days.
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DHL CANADA-BIG CHEAT- Lost parcel- unprofessionalism at its best
Posted by on
DHL CANADA- DHL CHINA -- DHL AWB # 2753706616. ( Not delivered in last almost 5 months)

---------- PACKAGE LOST BY DHL AND DHL MAKING EXCUSES TO ESCAPE
(EVEN NOT READY TO PAY THE CLAIM OR REPLACEMENT OF ELECTRONIC PARTS)

Oct 30th, 2004, 17:30pm, I sent an urgent package to Canada through DHL in their shenzhen company, tracking number is 2753706616.

This package was packed in their front desk, and I paid 497.00rmb (about 60.17USD) right there.

Oct 31st, Received phone call from DHL being noticed that have to pay the shipping fee again。
After telling them that shipping fee has been paid, and then they gave up.(ridiculous call with malafied intention)

....
Nov 2nd, showing in DHL website:
Shipment Summary:

Current Status: Shipment delivered.
Delivered on: 11/2/04 8:54 pm
Delivered to:
Signed for by:
Xxxxxxx ((fake update))
....

In the meanwhile, I have checked with the receiver, he said that he has been waiting for this parcel for the whole day and he has called,faxed,emailed DHL to deliver the parcel many times, but he still hasn’t seen the DHL delivery person, he didn’t receive the parcel, and he didn’t sign either. But DHL showed on website that they Attempted Delivery many times, shipment delivered at 8:54,signed by Recipient(complete manipulation) DHL Company finishes working at 18:00pm,how could they deliver at 20:54pm?

Nov,3rd, I called DHL shenzhen office, but they still insisted that parcel has been delivered and signed by receiver.
Then, I asked for deliver sheet(proof of delivery) with the signature of receiver.

Nov 7th, ,received one fax from DHL shenzhen office, wrote:
Consignee refuses to sign for shipment due to 2day wait at home. Manager must be contacted. Mike Zuska informed. Shipment received in fact by recipient with his wife present. (DHL said they attempted delivery many times recipient not at home, and in this sentence they say recipient waiting at home 2nd day)

In another email DHL claimed that it was delivered at 10 p.m. with special arrangement.

Then, my question is:
**Why DHL has been claiming that parcel has been delivered and been signed, but they cannot supply the Delivery proof with receiver’s signature?
**Why DHL published on web tracking -shipment delivered and been signed by receiver when receiver didn’t get the parcel?

After that, I called DHL shenzhen & Guangzhou office many times, but they made all excuses while trying to escape & indulged in own contradictory statements (lies)

**First they said cause receiver refused to accept the parcel the delivery man put the parcel in the front door
*Second day they changed and said that they put the parcel on the desk in receiver’s house with his wife present.
*After I checked with the receiver & noticed that DHL never been to their house at all then they said I put 200usd in package.(((another big fabritcated lie)))---I got mad and told parcel was packed in DHL company by their employee, how could the 200usd come ? Then they said they made a mistake that it was another customer.
**Finally, another lie DHL said because receiver was upset due to delay, receiver took the parcel and kicked the deliver guy out. --My question to DHL is- Was it delay or customer was not available at home or PARCEL LOST? DHL seems to be clue less on this issue AFTER PARCEL STOLEN/LOST.


HOW MANY MISTAKES WOULD DHL MAKE?
ANY EXPRESS COMPANY WOULD GIVE THE PARCEL WHEN RECEIVER REFUSES SIGNING THE DELIVERY SHEET?

I have requested China DHL to contact with Canadian DHL many times to arrange meeting with the manager of Canadian DHL, deliver guy and Receiver to solve this matter,
But to my astonishment until now, they didn’t dare to arrange meeting and have no reply, I made many phone calls,and still calling everyday but they just keep wasting time.
I have found out there are many customers who have suffered because of DHL’s poor service, frequent loss of package ,THEFT OF ITS CONTENTS.

I can send you testimonials of dozens of such suffering customers, if you can send me your contacts requesting for details.

Me and my company are facing a big loss, bad business good will, time , energy, cost of product 1000 us$ and freight because of the terrible service of DHL. Also I have suffered mental agony and painful harassment by DHL staff by way of lying, stealing, and making me fool on telephonic conversation and their irresponsible replies.
we would never use DHL company again and we hope everybody would be more careful while sending parcel by it.
Express mail, FEDEX, UPS AND TNT are much better and reliable in my experience.
I would be forced to take up this matter legally , as well as complain to various consumer forums.

DHL -ARE ROBBERS AND THIEVES.
would never ever deal with these thieves again.



     
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customer-in-soup on 06/21/2005:
DHL they are rip-off artists. Never use this garbage service. They often steal parcels , do pilferage.
Wonder how such Courier company survive?
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Substandard Service From DHL
Posted by on
Rating: 1/51
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 ridiculers 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.
     
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StarEmpty StarEmpty StarEmpty StarEmpty Star
The Worst Delivery Company
Posted by on
Rating: 1/51
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 I 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!
     
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Worst Service and NO Customer Support
Posted by on
Rating: 1/51
RAINIER, WASHINGTON -- My order was shipped DHL but then transferred to USPS. Delivery date should have been by June 30. I got it on July 8 AFTER the item sat for over 10 days somewhere--they kept saying it was checked in and then went out, over and over again.

The only response I got before it arrived was a computer generated e-mail that was the same one each time. After it arrived, they told me it had arrived and that if I had issues, I should talk to the people I bought it from (who immediately refunded my shipping--no questions.) Still irritated.
     
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Shipping Via Bike Messenger?
Posted by on
Rating: 1/51
PORTLAND, OREGON -- I ordered a case and screen protector for my cellphone off EBay, sadly the seller used DHL for shipping...

I was very happy to see the product would be coming from California, as I live in Oregon, and that is only 16 hours of drive time, I would be sure to get it in no time, right?

WRONG...

I am currently sitting here 10 BUSINESS DAYS later, and it has only just now arrived...

IN WASHINGTON...TO TRANSFER TO USPS TO SHIP BACK DOWN TO OREGON...

In the time it has taken DHL to ship from California to Washington, I was able to receive a package from JAPAN....HALFWAY AROUND THE WORLD....

The only conclusion I can make from this is that DHL now uses bike messengers for all their deliveries and shipping services.
     
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StarEmpty StarEmpty StarEmpty StarEmpty Star
My package was fraudulently signed for and never delivered
Posted by on
Rating: 1/51
COSTA MESA, CALIFORNIA -- I was expecting a overseas package and received a email saying my package would be delivered Monday and if I wanted to change the date to do it online. Since I was working Monday, I asked for Tuesday delivery. Stayed home all day and no delivery!! So I checked the tracking number and it said the package was delivered and signed for on Monday. I live in a secure complex and everyone must sign in. There is no proof of any DHL truck coming on Monday or any deliveries made. To make it worse, when I checked the signature on file, it was clearly NOT ours. When I called customer service, they first said well even if the delivery date was changed, its not always guaranteed. Second, they insisted they checked with the delivery man and that it was delivered to this address. (Such a lie, since there is no proof they were here). I asked who signed for the package, and can you believe they said "if you say the package can be left at the door, the delivery man just signs". They didn't even leave a notice saying the package was delivered (because it wasn't). I can't believe these people are still in business. Obviously, they steal a lot of packages this way and get away with it. Someone is making out. I had over $300 of merchandise taken from these people. When I asked to speak to the legal department, they never called me back. They left a message saying, the package was delivered and this will close this case. Unbelievable. Do NOT, I mean NEVER use this company for deliveries. You will be so sorry.
     
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Soaring Consumer on 05/17/2014:
File a police report, the fact that your signature was forged constitutes evidence of theft.
ticia232 on 05/19/2014:
I would look at the gate guard. My friends and I went through that with a gate guard who was signing for our deliveries saying that he would get them to us and keeping them for his pregnant girlfriend. We had to ask to the UPS, DHL, and the USPS to ask for photo ID or we would come and pick it up! The guy did end up getting fired but not before he stole a things we needed and cost the companies a lot in replacing them.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Parcel Not Delivered But State They Have Delivered It
Posted by on
Rating: 1/51
6500 SILVER DART DR MALTON, ON +1 855-345-7447 -- I ordered something from Neiman Marcus through border free shipping. After a few days of waiting for the parcel I decided to track my parcel. TO my surprise it said the parcel had been shipped and signed for 2 days ago. I was shocked because I have not received my parcel and nor did I sign for any package. When I asked for proof of signature it read NSR (no signature req). I decided to send in a complaint to DHL and also to Neiman Marcus. Neiman Marcus is following it's due procedure and are inquiring with border free to find out what happened. DHL called me and basically told me tough luck and to call Neiman Marcus to reimbursement me! I spoke with Neiman Marcus who were very patient and caring through the entire process. I will also contact Borderfree to complain about this company and ask them to review DHL's history with customers and to re-evaluate their contract with a dishonest company.
     
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StarStarStarStarStar
Great Service, Delivery Ahead of Time!
Posted by on
Rating: 5/51
SINGAPORE -- I have shipped and imported parcel for About 5 years, whenever any online site ship or have an option via DHL, it makes me want to buy from them just because DHL in my country is always ahead of time.

I can call their customer service and select my precise delivery time slot as well, even selecting the delivery on a Sunday or any holiday itself!! I even called the customer service agent around midnight and was surprised he came to the phone, after I complimented him he told me that they are 24hrs hotline!? No courier or delivery company in my country Singapore, provide such service, I should think so.

I can't vouch for other location but here DHL is world class, order on Friday in most country out of Asia and I get it on Monday morning, sometime they deliver on Sunday if arrive ahead of time. Thanks for your service DHL!
     
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