DHL Consumer Reviews - Page 4

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.

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.

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.

My package was in DHL care from 3:20 pm Feb 17 and made it from Florida to Edmonton Alberta Canada in about 27 hours. This was great as I was charged $104 to have it right away. The problem was as it was at the airport in Edmonton at noon and immediately cleared customs, then it stated clearance delay, so I phoned customer service to see if it would be delivered to the drop off in Edmonton later in the day. I was told no, that it would not move until the following Tues as today is Fri and they don't work weekends and Monday is a holiday.

This package was to be delivered to my doorstep in 2 days, so not wanting to wait an extra 3-4 days for delivery, I phoned customer service to have it held at the airport so I could pick it up. They said, "We emailed the request to them and they haven't got back to me." So I tried to phone the Edmonton drop off site to see if it was picked up so I could pick it up there. I got the phone # from their web site and called it about 40 times and this was Fri afternoon about 2:30 pm and they are open till 5:00 pm. No answer to all calls.

Checked the web tracking at 6:30 said package was in Edmonton at drop off at 6:15. Checked the web tracking 2 hours later and they changed the time from 6:15 to 9:38 yet it was only 8:30. I think this was done to cover up. So anyway, I phoned customer service at the 1800 number on Monday Family Day holiday, no answer; the drop off in Edmonton no answer, so I tried live chat and lo and behold I was told indeed they are open at the drop off even though it was a holiday. So, away I went to pick up my parcel driving 20 minutes from out of town, store closed.

Will be trying to pick up my parcel Tues morning hoping it's there. Purchased this from Simple Wifi in Florida and was to be shipped by UPS. They changed carriers after purchase and can't believe what has happened to me (so they say) I was charged $104 for UPS and they are now refunding some of the cost of shipping, somewhere in the neighborhood of $30 - $40. I would have rather paid the full amount and had it on time. Never again will I purchase from any vendor who uses DHL.

Its the people working there who just don't care at all about delivering on time because the company is not set up to do so. I guess this is what they call bait and switch or a red herring, on DHL and Simple Wifi. Certainly thinking of reporting both companies to the Better Business Bureau, and in the future check the B.B.B. first but, this doesn't work when companies like Simple Wifi advertise UPS as their international carrier then switch after you purchase from them. Dirty companies don't deserve customers and we all have to alert each other of what they are doing. Nothing but lies from both companies listed, stay away from both please.

Surely my experience with DHL must merit some sort of award – if you have the patience read on... MONDAY:
Parcel containing 200 watches on van 08.45 for delivery to me. At this stage please bear in mind that I live less than half a mile from the main delivery depot.18.00 – No sign of parcel being delivered – contact DHL told that it could be on its way up to 18.30; 20.00 contact DHL about non delivery – told driver had called and left a card at 19.36 – very odd as I was in my driveway washing my car between 18.00 and 20.00 and there were five people in the house all looking out for this delivery. DHL tells me that they will arrange for next day delivery – I accept.

TUESDAY: 08.45 parcel marked out for delivery yet again; 1800 – No delivery – contact DHL told that driver couldn't find address – same driver that left the card yesterday!!

WEDNESDAY: Nothing on tracking about delivery so I contact DHL and I'm told the parcel is in the delivery depot – I ask them to confirm this and when they do I tell them I will be there at 11.00 to collect – Guess what I get to the depot only be told that the parcel is not there but on the same van with the same driver as before. Apparently it has been on his van all the time. I ask them to contact the driver to tell him I have a hospital appointment and could he please leave the parcel next door with my neighbor – no problem and many apologies; 19.00 still no parcel – contacts DHL – tracking says still out for delivery!!

THURSDAY: 09.00 - Yet again the tracking still says out for delivery; 19.00 – no parcel – contact DHL – asked to confirm my address for the fifth time and yes that was the address they had – which incidentally is an estate in the city built in 1934 and everyone knows it especially dozens of other couriers from whom I have deliveries on a regular basis (funnily enough one of them is DHL) Apparently the driver had gained access to the address but no one would sign for the parcel!!!

FRIDAY: 09.00 - Tracking says out for delivery; By this time if I had any hair I would have been pulling it out. I leave a large sign on my door saying I had to go to a funeral and would the driver please leave with next door neighbor. Gets home to find a card say parcel delivered to neighbor at 16.28. Great I had just missed him by fifteen minutes – knocks on neighbors door – no parcel has been left – this is fifteen minutes after it was supposed to have been left. I immediately check the tracking – yes it was delivered and signed by the neighbor at 16.28 but twenty minutes later according to the tracking it has been returned to the depot undelivered.

Checked with neighbor an elderly lady who incidentally has been taking my parcels in for over twenty five years – she says she has not signed anything. 1800 – contact DHL – tell them the driver did not leave any parcel next door – I am told he must have because it had been signed – I ask to see the signature I am told I have to make a claim – I ask why the tracking has it as being delivered and also being returned to depot as undelivered – told to make a claim – in fact the insinuation was that my neighbor must have it – my inclination is more towards the package having gone astray due to its attractive contents!!!

OK... I had bought the cosplay authentic outfit for my son (shipped from overseas from China) because he like to wear the anime clothes in public sometime (not the crazy ones, some can be wore as regular clothes, ex. Naruto jacket, anime fans know what I'm taking about).

Well they were to deliver it. I checked online and it was with the carrier. Was home all day, checked computer it said they tried and no one was home. Called the 1888 to return. They said oh they tried and no one was home. I told them I was home all day and they didn't even leave a slip. I even told them to ring the buzzer for 2g and the intercom works. They said the next day they would ship it. Again the next day the same thing happened... no slip, no ringing of the buzzer, marked they tried no one home. I even called them about 3 times to see if they had the right address.. they did.

(FYI - I live in a building and my uncle works for the US post office and he tells me because I live in a building in Jamaica N.Y. they will get nervous and will not deliver and scan the person not home. I don't live even in a bad neighborhood, but it is mostly minorities but still....) Third time they didn't even send it with the carrier next day because I tracked it online. So it called and switched the address to my uncle's job. This made me go online and look at reviews... I was shocked of the service others have got.... bad bad bad. I did get my package but I had to go through too much.

UPS.. no problem. US postal... no problems. They deliver to my building ALL THE TIME (if I'm not home for delivery they leave a slip). I was close to have to find a way to get to the airport to pick it up because the carriers I think judged, lied and didn't want to do their jobs.

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 400 pm, 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 300 pm deal. Well, it got to be 400 pm and no driver. Called the infamous 800 number and they said that the driver would be there within 45 minutes. At 900 pm, I called back and asked where the driver was that should have been thereby 445 pm. 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 930 pm. 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 230 pm! 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 1100 am about 15 minutes from my house. Okay... I went for it and was sitting in that parking lot at exactly 1100 am. 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.

SELMA AL, ALABAMA -- Thursday dropped off at drop box in Atlanta. Friday morning scanned at the Montgomery Al. DHL center. Friday.11:30 DHL delivered a package to my next-door neighbor but none to me? Hum Friday 11:35 called the DHL 800 # to inquire as to why my package wasn't delivered - this is when I was told my first of many lies. The CSR (and I use the title loosely) said that I must have the tracking # (the package was looked up several times after that without the #).

Friday 1:00 located the tracking # and called again CSR named (**) said they would contact the Montgomery and find out where the package was. I told her that the package contained time-sensitive material that would be of no use if the package arrived after Saturday. I told her I would go to Montgomery (1 hour away) and pick it up, she said not to worry that she would find out where the package was and give me a call in 1 hour (lie # 2).

Friday 2:15 called the 800 # again and talked to **. She informed me the driver was contacted and he "thought" the package was on the truck and would turn around and deliver it before 5:00 (you guessed it lie #3). I asked CSR ** to check and see if the Montgomery office was working on Saturday as it was New Year's eve. She checked and assured me that if the driver didn't bring the package before 5:00 it would be put on a truck and brought Saturday (lie #4).

Friday 5:15 again called the "customer service" number, was rudely informed "maybe the driver had something happen but he would be there today" (lie #5). Saturday 8:30 am called cs # again, talked with **, he said "** was talking with the Montgomery office and they had the package and would deliver it between 12 and 1:00 and they would leave it (even if no one was home)". I informed him there would be someone there all day.

Saturday 8:56 am call comes in from the Montgomery DHL office? (cell phone) person on the other line didn't identify themselves but informed the package was in hand and the truck would be leaving by 10:00 am and the package would be delivered between 12 and 1:00 (same lie as before but from a different person so I am counting it # 6).

Saturday 1:15 pm still no package. Called 800 # I told the "CSR" who answered the phone my package was late "AGAIN". He informed me there was no way the package could have been promised by 1:00 pm as it was after 1 pm now and they weren't there HUH?? Then informs me they are scheduled by 5:00. I am frustrated and just hang up.

Saturday 3:00 pm really sweating now... sis-in-law decides this needs the female touch. She calls "CSR" # and asks for a supervisor. Talks to supervisor **. He says he will get to the bottom of the situation and calls the manager of the Montgomery station (lie #7).

Montgomery station manager ** calls sis-in-law back and says that we were told lies all day long as the Montgomery station wasn't working today and there was no way the package was on its way but he would help us out and go down to the station (lie# 8) and look for the package himself. When he finds it he will call us back and meet us with the package somewhere in Prattville. Calls back in 1 hour saying package wasn't in the office (lie #9) and must be missing.

I say, "stolen," he says "yes" then tells me he is sorry but there is nothing more he can do. We will have to file a claim. OMG wait a minute this guy is calling from the 720 area code. This ** is calling from Colorado. What kind of operation are they running?

Saturday 4:00 I call back and raise a little more hell at the "supervisor" on duty. Falls on deaf ears. I give until Tuesday where I can chew my way up the corporate ladder. Saturday 8:30 still no package. Just for fun, go to google and type in the words DHL and complaint (over 10000 websites).

I know everyone wants to know what is in the package - 2 tickets, 50 yard line 6 rows from the field at the Georgia dome to see Michael Vick and Atlanta Falcons play the Carolina Panthers - 6 rows from the field 6 rows 6... How sick can you get a once in a lifetime experience nose bleed seats. To see the Falcons will run you $150 each. I have 2 premium tickets sitting in Montgomery. I HATE DHL. All the first lady I talked to had to do is tell me the tickets were in Montgomery and I would have jumped in the car and went to get them, but all anyone at DHL did was tell me what I wanted to hear to get me off of the phone with them.

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 subcontract 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 buy time. Well I gave them time and the package is still NOT delivered. Service paid for but not performed. They also blame other branches 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 ** my October.

Everybody 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.