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!!
DHL makes the process of receiving your package a confusing, time wasting exercise; their representatives really do not know what they are doing and have no respect for clients' time. I will never again use their service and will never recommend them to anyone. The level of incompetence of the DHL Brampton (Canada) office in particular and the service in Canada is unparalleled for being abysmally bad.
DHL advised me on their website via tracking that the package which I ordered from the USA was to arrive on a certain date. I stayed at home and waited all that day. The package never arrived. I called Customer Service and was attended to by a woman with a very contemptuous tone, who told me that the package was with Canada Customs and that I would have to provide them with a Power of Attorney if I wanted them to clear the package for me.
Of course I wanted the package cleared through customs – how else was it going to get to me? Did they think that I paid for it to remain there and not come to my house? If I had not called DHL, what would have happened to my package – more delays? Later in the evening of that same day, I received an e-mail from another female representative from DHL indicating that I needed to give them a Power of Attorney for them to clear the package through customs for me. I completed the PoA form and sent it back to the e-mail address to which I was directed.
At the close of business on the next day, there was still no update on the tracking information – which still stated that, at the end of that day, DHL “needed information” from me and that someone would call me. No one called. No package arrived. I called DHL again. The representative told me that this was an issue for the “Brokerage” department and that she would transfer me to them. Bear in mind that this is the same person to whom I sent to PoA.
The person from brokerage told me that the first representative never received the PoA despite the fact that I had confirmation e-mail from them stating that they had received my e-mail. They then tried to excuse their incompetence by drawing an artificial distinction between the person who sent the e-mail and the intended recipient when in fact the same person had the brokerage e-mail address in their e-mail signature. I still have not received the package and no updates were placed in tracking two days later. Ended up having to call the company which shipped the package in the USA to explain that I did not receive package.
In the future, use a carrier pigeon. Walk over. Take a cab. Deliver the package yourself but NEVER USE DHL - the higher fees charged by another courier service will save you the time and money which you would otherwise have wasted in using DHL.
EVANSTON, ILLINOIS -- I pay extra to have a package delivered, took the day off work to wait for it as they required a signature and, lo and behold, all of a sudden I get a text message saying that "a delivery was attempted and no one was home". Seriously? No one rang the bell, no one knocked on the door. What is it that I need to do now, spend the entire day outside waiting for the truck because their driver won't even bother to attempt delivery anymore?
I called customer services and all I got was "Sorry! We can try to deliver tomorrow or you can go to our center sometime before 9 pm before they close and hang around as we don't really know when the driver will be back." Worst customer services ever!
I just spent 30 minutes trying to figure out how to ship some stuff from US to Europe, and I have to tell you, your DHL website is completely worthless. I have no words to describe how useless your service and your website is... seriously. I don't know who designed your DHL website, who is maintaining it, but I am speechless. I use mainly UPS, and sometimes FedEx, I tried to see if I can save some money shipping DHL, but after hopelessly trying to figure out how to ship my stuff through DHL I finally gave up, and I will be going back to UPS. I seriously don't understand how in the name of God are you guys still in business... amazing.
FLORIDA -- After dealing with my local post office on a daily basis and then experiencing DHL, I just had to write a review somewhere. After googling, this site came up. I ordered items from China on a Friday. It was about a 20 lb box. I just now received the package on the very next Tuesday. I have no account with DHL yet I received a text when shipped and when delivery was about to take place. Telling me that a signature was needed giving me time to get home to receive package.
Tracking online was superb. Every step of the way was accurate and quick. No I do not work for DHL nor do I have any ties. I have only written a few reviews in my life, but this was worthy of my time. If you are ordering internationally and have a choice, choose DHL!
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!!!
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.