DHL Complaint - DHL is a poor choice
SAN ANTONIO, TEXAS -- We have used express carriers to ship documents and products all over the world for years. We’ve used FedEx, UPS, the US Mail Express Mail (EMS), and DHL. We have by far had the most problems with DHL.
Countless billing errors (over billing, double billing, and general poor billing practices). Lost packages which were “found” several weeks later sitting at the hub facility. Misrouted packages (this has happened about 25% of the time…horrible track record for this). We’ve had them misroute packages to the wrong country and then when they arrive in correct country they have misrouted to the wrong city…it’s amazing how inefficient they can be for the amount of money you are paying for this so called service. We would also make note that the delivery date estimate is usually wrong. If DHL says that it will take 3 days…expect it to take 4-5 days. If they say 4 days, expect them to take 6-7 days (these are business days I am referring to not counting weekends). If you need delivery on a weekend, I would suggest the US Postal Express mail, they deliver on the weekend for no extra charge. And the day of delivery is guaranteed. If the US Postal Express does not deliver on the day you say, they will refund your money on the spot…full refund. Try to get DHL to solve a dispute and you can forget about it.
There ARE helpful people who work at DHL in the customer service department but most have no idea how to assist. It’s almost like they are making stuff up as you can call them back and speak with a new service rep. and get a completely different answer.
US Postal Express for USA delivery is good and guaranteed. For international, if you do not need exact day delivery, we’d suggest EMS Express Mail (US Postal Express). It takes a few more days but after DHL messes up which they usually do, the delivery date works out to be fairly close and the cost is a fraction. As an example, a shipment to Asia may be $90 US dollars with DHL and take 3-4 days and with US Postal Express take 4 days and cost $28 US dollars. What a huge difference!! We’re not huge fans of the post office we’re just more anti-fans of DHL for what you pay for.
FedEX is only slightly better. We have had the most reliable service with UPS although they seem to have a poor system of getting parcels through customs as we always seem get a package to a destination very quickly only to be tied up in customs for a day.
So far, DHL is the worse service compared to the cost. Just our opinion but we would suggest weighing all the options you have for shipping express packages or documents before using DHL specifically. They claim to be the international express experts but their track record with us says otherwise.