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Business Profile

Freight Forwarding

DHL Express

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Freight Forwarding.

Complaints

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

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    Customer Complaints Summary

    • 678 total complaints in the last 3 years.
    • 200 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/19/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 Saturday, July 19th, my shipper with DHL, the delivery driver didn't attempt to deliver my package. My package was shipped through *****. The delivery driver delivered my package to ***** Overgoods instead of my address. The shipping label was good and my address was deliverable. Now, my shipper is demanding that I pay 100 dollars for the label and redelivery. I don't feel like I'm liable.

      Business Response

      Date: 07/21/2025

      July 21, 2025


      Better Business Bureau
      ***************************************
      *******, AZ *****



      RE: Complaint ID # ******** ******* *****


      DHL Express appreciates being given the opportunity to research and address our customer's concerns.?? 

      The records show that tracking ID #************ was shipped with ****** Please advise our customer that this matter will need to be resolved with ***** as DHL Express has no involvement in the shipment.

      Thank you for contacting DHL Express.    


      Sincerely,

      ********
      DHL Office of the President

      Customer Answer

      Date: 07/21/2025


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

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

       

    • Initial Complaint

      Date:07/15/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      I am filing this complaint because DHL Express has failed to resolve a post-entry correction claim nearly two months after the promised 30-day review period. The issue arose when DHL misclassified a shipment sent to me (Case ******** / D24260541 / AWB **********), labeling it as "clothing" when it was actually fine art. This misclassification led to an incorrect and excessive duty charge of $2,914.63. I immediately filed a correction request, and on May 17, 2025, DHL confirmed that the case had been escalated to their Post Entry Correction team. At that time, they stated the review process would take up to 30 days.Despite this timeline, and despite my multiple follow-ups on June 16/17 and July 15, the case remains unresolved. DHLs responses have been vague and repetitive, offering no explanation for the delay and no clear timeline for resolution. I have been more than patient, but the lack of transparency and accountabilityespecially for an error they madeis unacceptable.I am requesting that DHL immediately complete the correction and issue the refund owed to me. I would also like a specific update on the status of my case and a commitment to resolving the issue promptly. I am turning to the BBB because my attempts to resolve this directly with DHL have gone nowhere, and I hope this formal complaint will help move the process forward. I am attaching the relevant email chains for the claim for reference.

      Business Response

      Date: 07/18/2025

      July 18, 2025

      Better Business Bureau 
      ******************** 
      *******, AZ 85014 

      RE: Complaint ID: ******** ****** ******

      DHL Express appreciates the opportunity to address your concerns and sincerely apologizes for the frustration caused by issues related to your AWB **********.

      We have inquired with the billing department regarding your inquiry.

      They have stated that they are working with the gateway team and will inform you of this progress, discussing the matter directly with you.

      If you have any questions, please feel free to reach out to the billing department at phone ************.

      **** *******

      DHL Express 
      Office of the President

    • Initial Complaint

      Date:07/10/2025

      Type:Delivery Issues
      Status:
      Answered
      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.
      I called DHL yester to confirm why I have not receive my order. They confirmed the address was wrong, I then gave the correct address to the representative and she assured me that it would be delivered today. I check the tracking information and it states further information was needed. So I called customer ********************** again and they state the delivery was not made due to no zip code they had phone number and full address city and State that is not a valid excuse and no one reached out to confirm anything. I truly not happy about the

      Business Response

      Date: 07/14/2025

      July 14, 2025

      Better Business Bureau
      ***************************************
      *******, AZ *****

      RE: Complaint ID # ******** ******* Ezeodum



      DHL appreciates being given the opportunity to research and address our customer's concerns.

      We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL tracking number **********.

      We have reviewed this matter with the DHL Management Team overseeing operation in the ************ area and we can assure you that we reviewed this matter internally to prevent these types of situations in the future.

      Our records indicate that the shipment was delivered on July 14, 2025 at 1:27pm.

      Once again please extend our sincere apologies to our customer regarding any inconvenience

      Sincerely,

      *******
      DHL Office of the President

    • Initial Complaint

      Date:07/10/2025

      Type:Delivery Issues
      Status:
      Answered
      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 July 7, 2025, DHL was scheduled to deliver my package from ****** to my confirmed and correct address. Instead, they falsely claimed the address was incorrect and placed the package on hold. When I called to resolve the issue, I verified with their representative that the address on file was in fact correct proving their initial excuse was baseless.DHL then promised delivery by end of day July 8, which did not happen. They promised again for July 9, and again failed to deliver. As of today, the package remains on hold with no clear resolution.The representatives I spoke with were dismissive and rude, providing inconsistent and misleading information throughout. This conduct appears to violate their duty of good faith and fair dealing under general contract principles (UCC *****). Additionally, under the ************************ Act (15 U.S. Code 45), false or misleading practices that cause harm to consumers can constitute an unfair business practice.I relied on DHLs promised delivery dates to prepare for an upcoming trip, and their repeated failures and unprofessional conduct have caused me undue stress and inconvenience.I request immediate delivery of my package to the correct address, an explanation for the delays and false statements, and assurances this will not happen again.Thank you for addressing this matter promptly.

      Business Response

      Date: 07/15/2025


      July 15, 2025 

      Better Business Bureau  
      ***************************************  
      *****************  
       
      RE: Complaint ID # ******** ****** *****

      DHL appreciates being given the opportunity to research and address our customer's concerns.  

      We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL tracking number 8227358753.  

      We have reviewed this matter with the DHL Management Teams overseeing the ****************, ** area internally to prevent these types of situations in the future.  The driver thought it needed an apartment number. 
      Our records indicate that this shipment delivered to our customer on July, ******* at ******. 

      Once again please extend our sincere apologies to our customer regarding any inconvenience 

      Sincerely, 

      *******
      DHL Office of the President 

    • Initial Complaint

      Date:07/09/2025

      Type:Delivery Issues
      Status:
      Resolved
      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.
      DHL has marked my package on hold on tracking. They have refused to provide any explanation other than it will be delivered today Three days of that same message on July 7, 8 and 9 with no updates. Theres a chat support *** named **** who was intentionally rude and purposefully unhelpful and just copy/pasted a response saying monitor the website 7-8times and refused to help.

      Business Response

      Date: 07/10/2025

      July 10, 2025

      Better Business Bureau
      ***************************************
      *******, AZ *****

      RE: Complaint ID # ******** ****** *****



      DHL appreciates being given the opportunity to research and address our customer's concerns.

      We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL tracking number **********.

      We have reviewed this matter with the DHL Management Team overseeing operation in the ****, ** area.

      Our records indicate that this shipment did deliver on July 10, 2024 at 12:13 pm.

      Once again please extend our sincere apologies to our customer regarding any inconvenience

      Sincerely,

      *****
      DHL Office of the President

      Customer Answer

      Date: 07/10/2025


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I do hope DHL communicates to **** as he was 99% of the reason for the complaint. 

      Regards,

      ****** *****

       

    • Initial Complaint

      Date:07/09/2025

      Type:Product Issues
      Status:
      Answered
      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.
      My boxes were going to a friend as a gift. I shipped these items with DHL assuming the understanding that they would arrive sharply in a few days. The items are chips. They are not able to be found in ********* and they have now bounced between ***, AU, **, and back to **. I have talked to DHL, numerous times with getting new tracking numbers, being told that they were returned to sender (me) and I have yet to receive anything, I guarantee the chips are damaged by now, as they have been opened, inspected, and bounced thousands of miles back and forth. I would like a full refund on all shipping charges, as well as any future charges that may incur due to traveling around the world 2x. I also would like a full refund on the purchase price that I paid for these items. I can provide receipts if necessary.

      Business Response

      Date: 07/15/2025

      July 15, 2025

      Better Business Bureau  
      ***************************************  
      *******, AZ *****  
       
       
      RE: Complaint ID # ******** ******* *******

      DHL Express appreciates being given the opportunity to research and address our customer's concerns. We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL AWB 1854350772. 
      After review, our records indicate this shipment was recalled by US customs for physical examination and the shipment was returned to our LAX gateway under DHL AWB **********.
      We would like to take this opportunity to explain that while DHL enjoys the benefits of good relations with Customs & State Border authorities around the world, we are unable to directly influence or intercede with any decisions they may make regarding reassessed values, clearance times,or procedures.  

       Any claim must be filed directly on our website via ************************************************************************************************************************.

      Once again please extend our sincere apologies to our customer regarding any inconvenience caused. 


      Sincerely, 

      *******
      DHL Express 
      Office of the President 

    • Initial Complaint

      Date:07/08/2025

      Type:Delivery Issues
      Status:
      Answered
      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.
      Tracking ********** as you can see this package is on hold for the customs for weeks I was told someone from dhl would contact me Im attaching shipment status currently and email I received from dhl cs. Shipment is still stuck in customs and theres no update

      Business Response

      Date: 07/11/2025

      July 11, 2025

      Better Business Bureau 
      ******************** 
      **********************;

      RE: Complaint ID: ******** Alina ******************************* appreciates the opportunity to address our customers' concerns and sincerely apologizes for the frustration caused by issues related to tracking number 9249113031.

      The shipment was held at the DHL Italy gateway due to the name listed on the waybill and invoice, which was stated as incomplete.

      The ****************** has received the photo ID, which lists *** ******, who is the same person as ***** *.

      Unfortunately,due to the discrepancy in the name, which does not match the shipping label,the DHL Office in ***** had to return the package to the shipper in ******

      On behalf of DHL Express, we sincerely apologize for any inconvenience this situation may have caused you.

      **** *******

      DHL Express 
      Office of the President

    • Initial Complaint

      Date:07/03/2025

      Type:Delivery Issues
      Status:
      Resolved
      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.
      I paid $25 for expedited shipping from MOFT via DHL Express. My package has now been delayed over a week with no delivery, no tracking update, and no clear communication. DHL has failed to uphold even basic standards of service.June 26: Missed 1st delivery. Attempted to set Signature Release in advance but the option was greyed out. DHL left a slip promising reattempt on June 27. No reattempt was made.June 30: I called DHL. Was incorrectly told the package was on hold due to unpaid duties (I had paid). Was promised delivery on July 1.July 1: No delivery. No update.July 2: Called again. Told (again) duties were unpaid. Case escalated by agent ****, promised callback by noon. No call came. Called again, was told to wait for investigation update by July 3.July 3: Email received from DHL simply moved the update to July 7. Still no tracking movement. I called again, was finally told DHL no longer delivers in my area and was trying to find another courier.I had to uncover all of this on my own. DHL has offered zero proactive communication, has broken every commitment, and continues to hold my package with no ETA. I am demanding a full refund of the $25 shipping fee, immediate delivery or replacement, and accountability for this unacceptable negligence.I am requesting:Immediate delivery of my package, no more waiting. A refund of the $25 shipping fee Formal acknowledgment of DHLs failed service and negligence.

      Business Response

      Date: 07/07/2025

      July 7, 2025

      Better Business Bureau 
      ******************** 
      **********************;

      RE: Complaint ID: ******** ***** *********

      DHL Express appreciates the opportunity to address our customers' concerns and sincerely apologizes for the frustration caused by issues related to tracking number 8350856614.

      The shipment that arrived at the DHL facility in ********, ******, on June 24 was held for duties and taxes, which were paid on July 25.

      Currently, the shipment is with a third-party provider in Hilo, who has abruptly suspended their service with DHL.

      The main DHL facility in ******** has requested that the third-party provider transfer all undelivered shipments back to the ******** facility for processing with an alternative delivery courier.

      DHL in ******** has stated that there will be significant delays, but they will do everything possible to facilitate the delivery of all shipments affected by this change.

      On behalf of DHL Express, we sincerely apologize for any inconvenience this situation may have caused you.

      **** *******

      DHL Express 
      Office of the President

      Customer Answer

      Date: 07/07/2025

      Dear BBB,
      Thank you for forwarding DHLs response.
      While I appreciate finally receiving a more specific explanation regarding my shipment (tracking #**********), I cannot accept this resolution as satisfactory for the following reasons:

      Contradictory Information: DHLs response to the BBB blames a third-party courier's abrupt suspension in ****, ******. Yet an email forwarded to me by MOFT (the seller) quotes DHL saying delivery is temporarily unavailable due to local crackdowns on illegal workers and immigrants. These conflicting reasons have never been communicated directly to me by DHL, leaving me confused and mistrustful of their explanation.

      No Communication Until I Escalated: I was never notified of any significant delays until I took the initiative to call, email, and escalate the issue myself. Multiple promises from DHL agents (via phone and email) about delivery attempts or callbacks were not honored.

      Generic and Repetitive Responses: I have now received three identical follow-up emails from a DHL representative (******* ********), each promising an update no later than a future date, and each one simply pushed the delay further with no concrete answers or solutions.

      Unclear Timeline: DHL has still not given me a delivery date, nor any estimate as to when I should expect my package.

      No Compensation Offered: I paid $25 for express shipping, expecting timely delivery and clear communication. I received neither. DHL has not acknowledged this failure or offered reimbursement for their inadequate service.

      Given all of the above, I respectfully reject DHLs response. I do not consider this matter resolved and would like the BBB to continue its inquiry. I expect DHL to take accountability and provide:


      A clear and truthful explanation for the delay
      A concrete delivery date with the delivery of my package
      A full refund of my shipping cost

      Thank you for your time and assistance.
      Sincerely,
      ***** *********

      Business Response

      Date: 07/08/2025

      July 8, 2025

      Better Business Bureau 
      ******************** 
      *******, AZ 85014 

      RE: Complaint ID: ******** ***** *********

      DHL Express appreciates the opportunity to address our customers' concerns and sincerely apologizes for the frustration caused by issues related to tracking number 8350856614.
      The shipment has been confirmed delivered today, July 8.
      To process a refund due to delivery delays, the customer would need to file a claim with the shipper in *********, as they have paid with their DHL Account. 
      Once the claim is submitted, the shipper will discuss payment directly with the receiver. 
      On behalf of DHL Express, we apologize for any trouble this situation may have caused you.

      **** *******

      DHL Express 
      Office of the President

      Customer Answer

      Date: 07/22/2025


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

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

       

    • Initial Complaint

      Date:07/01/2025

      Type:Delivery Issues
      Status:
      Resolved
      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.
      The package is supposed to be delivered June 27. Normally we close 1PM, and DHL states delivery to business ends at 5PM, so we stayed open past closing time until 5PM to wait for this package because our customer is waiting for us to ship out an item in this package. We even stayed AFTER 5PM because we really need the package. The courier marked it 'Delivery attempted - consignee premises closed' when we were waiting the whole time. They did not even attempt delivery - my guess is that the courier was late so he marked it attempted WITHOUT ACTUALLY ATTEMPTING DELIVERY. I contacted customer **********************, they said it will be delivered the next business day before 5PM (even though I requested for 1PM, because they already missed their first date and we will have to stay after our closing hours to accommodate it), and filed complaint CS22521567. June 30 - 1PM and I still do not receive the package. 5PM and I still do not receive the package. I contacted customer ********************** and filed complaint CS22830350 and I let them know I will be filing a complaint with BBB if it doesn't arrive by 1PM the next day. They said they will attempt the next day and it is rescheduled for delivery June 1. Today is the next day and it is close to 1PM and I STILL DON'T HAVE THE ********** DHL : You need to hire more drivers if you say you will deliver before 5PM and are CONSISTENTLY late. Once in a while is fine, but this is 2 days in a row now that we had to wait for this. Today is the 3rd day we are staying past closing hours to wait for this package. This affects not only us, but our customers as well. We were expecting the package since Friday and we let our customers know when we can expect to ship their items when we receive it, but we can never receive it, no matter how many times we contacted customer ********************** about it.

      Business Response

      Date: 07/08/2025

      July 8, 2025

      Better Business Bureau 
      ******************** 
      **********************;

      RE: Complaint ID: ******** ****** Mo

      DHL Express appreciates the opportunity to address our customers' concerns and sincerely apologizes for the frustration caused by issues related to tracking number **********.

      The shipment,which arrived at the DHL facility in ***********, **, on June 27, was scheduled for delivery on July 27. The courier marked it as closed upon arrival.

      An On-Demand Delivery (ODD) was submitted online on June 30 for rescheduled delivery for July 1, which prompted the courier to unload the shipment on the same day.

      The *********** service station has determined that the courier was not at the correct business address on June 27.

      They are going to address the cause of this error and ensure the courier is being cautious to prevent it from recurring on all future deliveries.

      On behalf of DHL Express, we sincerely apologize for any inconvenience this situation may have caused you.

      **** *******

      DHL Express 
      Office of the President

      Customer Answer

      Date: 07/08/2025


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ****** Mo

       

    • Initial Complaint

      Date:06/30/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Today, June 30th I was attempting to send a package through DHL to another company. For the first pickup, DHL pickup driver showed up before my scheduled time, and didnt pick up my package. I didnt realize 10:30 AM actually meant 10 AM. Great! Might as well just show up whenever he wants. I put 10:30 because the package would be ready at 10:30. Of course, the DHL website DOES NOT alert you about anything related to the pickup. So the only way to find any kind of update is to call the customer ********************** ,which is an automated machine that cant actually help you. So you have to demand it connects you to a real person, in which it proceeds to connect you (after minutes on hold) to some underpaid worker from a 3rd world country that can barely understand the problem. Once my pickup is rescheduled, the next driver states that he cant take the pickup, because there are 2 packages on the same waybill, and you need separate labels for each, despite the fact multiple drivers before have accepted this. However, this directly goes AGAINST what the website tells you, which says to attach a copy of the original to the second package. The best part is, there is NOT ANY OPTION to print out the 2 unique labels on the website. The only option is to print the original label that says 1 of 2, and label them by hand (1/2,2/2). So once again, I am forced to call back the horrendous customer support, and after 20 minutes of getting transferred from clueless support agent to clueless support agent, I finally manage to get the second label and reschedule a pickup. Somehow, the last support lady tells me that pickups arent available in the morning, once again contradicting the website and what I had literally done a few hours before. Nothing is clear with DHL. One agent may tell you something is impossible and the next will do it for you. This company is borderline a scam and I have spent my entire day in a sea of useless customer support. Absolutely disgraceful company, never again.

      Business Response

      Date: 07/02/2025

      July 2, 2025?? 

      Better Business Bureau ?? 
      *************************************** ?? 
      *******, AZ *****  
       
      RE: Complaint ID #******* ***** Yakin 
       
       
      DHL Express appreciates being given the opportunity to research and address our customer's concerns.??? 

      Please advise our customer that further details are needed in order to provide resolution. The details needed may include but are not limited to:?? 

      10-digit DHL Express tracking number.?? 

      Upon receipt of more information, DHL Express can proceed accordingly with this complaint.??? 

      Once again please extend our sincere apologies to our customer regarding this unfortunate incident.??? 


      Sincerely,?? 

      *****  
      DHL Office of the President?? 

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