DHL Complaint - DHL - Excessive charges and Unacceptable Customer Service
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...