Complaints

This profile includes complaints for DHL Express Canada's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

DHL Express Canada has 14 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  DHL Express Canada

  18 Parkshore Dr Brampton, ON L6T 5M1

• 

  DHL Express Canada

  3077 Kilpatrick Ave Courtenay, BC V9N 6P5

• 

  DHL Express Canada

  10918 184 St Edmonton, AB T5S 2P8

• 

  DHL Express Canada

  10918 184 St NW Edmonton, AB T5H 4P7

• 

  D H L International Express Ltd

  31270 Wheel Ave Abbotsford, BC V2T 6H1

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:15/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 7, 2025, I shipped a package through DHL Express at ******* (** ******** *** ******** **) and paid $80 CAD. The shipment contained my passport and legal documents (value: $1000) and was sent to Washington, D.C. DHL accepted the package, took my payment, and said nothing about restrictions or a Letter of Indemnity. The next day, it was placed on hold and then returned to me without warning. I later learned from DHL that the package failed inspection due to sanctions, and they claimed I needed to submit a Letter of Indemnity. I was never told this upfront. DHL agents told me I was eligible for a refund and should go to the ******* location once I received the package. I did that on April 14. ******* staff said they needed a confirmation email from DHL to process the refund. I called DHL again. Two agents spoke directly with the ******* manager and both promised they would send the email in under an hour. I waited at the store for 4 hours. No email. No call. I called again and again — no one helped. I’ve been dealing with this for over a week, wasting my time and energy. Every time I call, I have to explain my case from the beginning because I get a new agent every time. I’ve spoken to at least 6 or 7 people. I’ve followed all instructions and still don’t have my refund. I’m asking BBB to help get my $80 back and hold DHL accountable for how poorly they’ve handled this.

  Business Response

  Date: 16/04/2025

  Good day BBB Team,

  Hope all is well!

  We will reach out to the customer and address their concerns.

  Thanks

  ******

• Initial Complaint

  Date:30/11/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** ************
  

  Bought two items of jewellery from Israel. They were sent Oct 26, 2023. DHL Canada attempted SMS to contact me. The seller informed me that the items were shipped. She had DHL Israel have DHL Canada call me direct. They made contact Nov 13. They informed that there is customs fee to be paid. I opted for self check out and Nov 15 the forms were sent to me. Nov 20 customs was paid and went to pick up the parcels from DHL. The parcels were not to be found. Later discovered they were sent back starting Nov 17. DHL Canada stated the seller requested them back. The seller did not. No memo could be produced, they said it was a private internal memo that the seller requested. She denies this. I spoke to customer care, company policy is to hold the item for 30 days. Nov 20 was still within this time frame. Then another rep stated the request for return was made Nov 7. The seller never requested return. If there was a request why was I called 6 days after the request and emailed customs forms 8 days after. Have still not recieved any delivery and am now on the hook for customs paid here and customs on return to Israel.

  Customer Answer

  Date: 01/12/2023

  1) The tracking numbers for the two items were ********** and **********.

  2) The CBSA payment was included already but have added it again. ** *** *** *** ******** ***********

  3) One final point of clarification Nov 7 called DHL to direct delivery of the items to the *** store on Dundas Street in Cambridge. This was a phone based service as I could not get in contact with an actual person. Two calls were made for each tracking number. Went to the *** store on both the 8 and 9 of November but they had no deliveries from DHL. *** is a 3rd party distributor for DHL as they do not have physical kiosks in the vicinity. 

  Business Response

  Date: 07/12/2023

  Good day BBB Team,

  I Hope all is well,

  I have opened a complaint and I will contact the customer directly to resolve this.

  If you have any further questions, please do not hesitate to contact me directly.
  
  Thank you for contacting DHL and best regards,
  
  Jill B.
  Executive Response and Customer Care Team Leader
  DHL Express Canada
  18 Parkshore Drive
  Brampton, ON L6T 5M1
  Canada
  
  Office Number: ###-###-#### ext# ****
  www.dhl.ca

• Initial Complaint

  Date:12/05/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Waybill number: **********  Sat around waiting since 1230pm today when my parcel updated to being on the truck for delivery. All duties and taxes have been paid and authorized signature release as well. 819pm said that I was unavailable and missed the delivery, but no one delivered the package? I had a package delivered EARLIER from DHL (different shipment) at 330pm just fine... I have cameras covering my driveway and door and no delivery person. **** ******* **** the driver did NOT attempt to deliver the package so just SAY THAT. They might of run out of time or whatever, * ***** ****** **** ** ** ****** *** don't tell me I wasn't home to sign for it when the delivery was never attempted.

  Business Response

  Date: 12/05/2023

  Good Day BBB Team,

  I hope all is well,

  I have opened a complaint and I have contacted the customer to advise them I am working to have this resolved at the soonest.

  If you have any further questions, please do not hesitate to contact me directly.
  
  Thank you for contacting DHL and best regards,
  Executive Response and Customer Care Team Leader
  DHL Express Canada
  

  Customer Answer

  Date: 12/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:27/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Waybill number is: **********

  I had a package shipped form China. All of my contact information was correct from the shipper. I received a text message requesting that I pay duty for the package. I followed the process to pay the duty and the package was released to be delivered. The delivered the package to the wrong address. I called over and over for a week trying to get information about where my package was. Finally, when it was forwarded to a claims specialist she indicated that my email address and shipping address was changed via an online form. I obviously did not change any of that information. I explained that to the specialist. A day later the specialist email indicating that the change request was not fraudulent and they were not responsible for the lost package. They closed the case and did not respond any further to my questions and requests for more information. When all of my information was changed I did not receive any notification to my phone number or email address alerting me that my information was changed ***** ******** *********.

  Customer Answer

  Date: 27/09/2022

  Waybill number is:

  Business Response

  Date: 28/09/2022

  Please be advised I will further connect with this customer to assist with the concern. Shipment had different information for receiver hence this has caused further issues.