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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

    • 679 total complaints in the last 3 years.
    • 198 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:12/05/2022

      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.
      DHL's response is completely inadequate.  To suggest that they are not responsible for the timely pickups is the same as saying "we're not really responsible for anything related to the the end-to-end transit time."  This is a company that completely fails to take responsibility for it's lack of service. 
      th invoices should be voided without further delay.

      Business Response

      Date: 12/08/2022

      December 8, 2022


      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 5452506150.

      With regards to a refund, DHL conducts business in accordance with its Terms and Conditions of Carriage. These Terms and Conditions govern all of the shipments that travel through our network. DHL does not guarantee pick-**** We do not have a service to refund a customer for a late pick up. A claim and refund for shipping and late payment fee charges would not be approved.


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


      Sincerely,

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


      Business Response

      Date: 12/08/2022

      December 8, 2022


      Better Business Bureau
      1010 **************.
      *******, ** 85014



      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 5452506150.

      With regards to a refund, DHL conducts business in accordance with its Terms and Conditions of Carriage. These Terms and Conditions govern all of the shipments that travel through our network. DHL does not guarantee pick-**** We do not have a service to refund a customer for a late pick up. A claim and refund for shipping and late payment fee charges would not be approved.


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


      Sincerely,

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

    • Initial Complaint

      Date:12/02/2022

      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 would like to be compensated for the time that I waited, it was a major inconvenience. 

      Business Response

      Date: 12/07/2022

      December 7, 2022


      Better Business Bureau
      ***************************************.
      *******, ** 85014



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



      DHL appreciates being given the opportunity to research and address our customers concerns.

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

      After review, our records indicate that this shipment was delivered on December 6,2022 at 1:50 pm.

      We have reviewed this matter with the DHL Management Team in *******, ** internally to prevent these types of situations in the future.  We always seek areas of opportunity to improve our customer experience and thank you for bringing this to our attention.

      Once again, DHL would like to apologize for any inconvenience. 


      Sincerely,


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

      Business Response

      Date: 12/12/2022

      December 12, 2022


      Better Business Bureau
      ***************************************.
      *******, ** 85014



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



      DHL appreciates being given the opportunity to research and address our customers concerns.

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

      Please be advised that under DHL's claim policy, the rights and responsibility for cargo claims belong to one of two parties: the shipper, or, in certain cases,the bill-to party or DHL account holder. Normally it is up to this party to file any claim with their local DHL office.

      With this information in mind, we are unable to settle this claim directly with our customer and must respectfully direct them to either the shipper or the party from whom they made shipping arrangements for any compensation that *** be due.  Consequential damages for lost time, etc. are not covered under the DHL Terms and Conditions of Carriage.

      Once again, DHL would like to apologize for any inconvenience. 


      Sincerely,


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

    • Initial Complaint

      Date:12/01/2022

      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 November 22 a shipment with the tracking number ********** was sent from ***** to my address. This shipments had two packages (sent at the same time). On November 28 at 13:40, only one of the packages was delivered to my address. Later on the day, (15:28) the tracking number states that for the second package " Delivery attempted but no response at Consignee address". This is a lie, as the package could've been left at my front door, like DHL did with the first one. In addition, I was at home at that time and I have a doorbell camera that records every time a person approaches my door, and of course, there was no recording of anyone attempting a delivery. I submitted a claim through DHL website and they replied with a "copy paste" apology stating that my package was set up for delivery on the 30th. On November 30th, at 16:45 the same message is reflected on the tracking, and once again, another lie. No recording is present on my camera. I called customer ********************** and I was told that they planned the delivery for December 1st, but on the tracking it does not state that it is out for delivery. After another call today I was told that delivery will be on 12/02 Before this lack of professionality and this insult to my person, I demand the delivery of my package STAT and the refund of the shipping fees that I paid for this package. I urgently need the contains of that package and DHL does not care to fulfill the delivery window. In addition I want DHL corporate to take disciplinary action against the driver/drivers that lied about attempting the delivery without truly doing it. Otherwise, I want GPS proof from part of DHL that the driver inputted the status of the 2 failed deliveries at my door.Documentation attached:1. Invoice for the shipping payment 2. Tracking for Nov 28th and 29th 3. Tracking for Nov 30th and Dec 1st 4. Recordings of my camera for Nov 28th 5 & 6. Delivery of the first package and left at the door 7. Recordings of my camera for Nov 30th

      Business Response

      Date: 12/06/2022

      December 6,2022


      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 **********.

      After review,our records indicate that this shipment delivered to the customer on December ****** at 11:09 AM.

      We have reviewed this matter internally with the DHL Management Team overseeing the *************** area to prevent these types of situations in the future.

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


      Sincerely,

      *****
      DHL Express
      Office of the President

    • Initial Complaint

      Date:11/30/2022

      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.

       The waybill number is 5526802536

      This parcel was in ******** two days ago - ******** being the final destination. But instead of being delivered it was sent to ***********. Both the shipper and I complained. DHL said it would be delivered today. But today it is in **********. Apparently it is doing a tour of *****************. Yesterday I requested a call from a supervisor, it never happened. Not only is "Express" apparently subjective but customer ********************** is a misnomer.

      Business Response

      Date: 12/01/2022

      December 1,2022

      Better Business Bureau
      *********************************.
      **************************

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



      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

      Business Response

      Date: 12/06/2022

      December 6,2022

      Better Business Bureau
      *********************************.
      **************************

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



      Once again, 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 Waybill 5526802536.

      Our records indicate this shipment was received by our customer on December 2, 2022 at 1:50 PM local time.

      We have reviewed this matter internally with the relevant DHL Management Teams to prevent these types of situations in the future.  We always seek areas of opportunity to improve our customer experience and thank the customer for bringing this to our attention.

      Once again, DHL would like to apologize for any inconvenience. 



      Sincerely,

      *****
      DHL Office of the President

      Customer Answer

      Date: 12/08/2022

      The boilerplate response is neither comforting nor plausible.

      My "express" package went on a coast to coast tour of ***************** and arrived several days late as a result.

      Furthermore I was promised a call back from a supervisor "in 90 minutes" by customer **********************. That never happened. Customer ********************** is anything but - and this "response" is equally useless.

      DHL needs to refund the cost of shipping to the vendor, *********** Motorcycles Ltd.

      That would be a meaningful response. The assertion that the matter has been investigated and steps have been taken to ensure it doesn't happen again is not only meaningless it's also not believable. It will happen again, perhaps not to me, but it will happen again. *********** MC told me this happens "occasionally."

      When Amazon drops the ball they do something about it. They do something concrete to make it right. Why doesn't DHL?

       

       

       

    • Initial Complaint

      Date:11/27/2022

      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 needs to let the shipper know the package was lost so they can proceed or start their process  with me on how to file a claim.

      Business Response

      Date: 12/05/2022

      December 5, 2022


      Better Business Bureau
      ********************************************************************** 85014



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

      DHL appreciates the opportunity to research and address our customers concerns.

      We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL Waybill 3382910543. 

      Our records indicate that, per the customers statement, the shipment was incorrectly delivered.  All efforts to recover the shipment have been unsuccessful and it has been declared lost.

      Our customer would need to work with the shipper or vendor she ordered from to proceed with the claims process.

      DHL conducts business in accordance with its Terms and Conditions of Carriage and these Terms and Conditions govern all of the shipments that travel through our network.  Under DHL policy, the rights and responsibility for cargo claims belong to one of two parties: the shipper or the ******* account holder.  In this case, the claim rights belong to the account holder as they contracted with DHL to carry the goods.  Our customer will need to contact the shipper directly to request a refund or replacement. 

      We always seek areas of opportunity to improve our customer experience and appreciate the customer bringing this to our attention. 


      Sincerely,

      *****
      DHL Office of the President

      Business Response

      Date: 12/09/2022

      December 9, 2022


      Better Business Bureau
      ********************************************************************** 85014



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


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

      As mentioned, this shipment under AWB ********** was sent from ***** on October 23rd and was declared lost.

      The shipper in ***** contracted with DHL Express ***** to carry the goods and,under the DHL Terms and Conditions of Carriage, they hold all claim rights to the shipment.  Therefore, it is the shipper who must file a claim.  Since the customer paid the shipper and not ********************** directly, they will need to contact their shipper for any refund or replacement.

      We have also reached out to our local DHL colleagues in ***** to update and ask to work with the shipper on behalf of the receiver.

      Once again please extend our sincere apologies to our customer.


      Sincerely,

      *****
      DHL Office of the President

      Customer Answer

      Date: 12/12/2022


      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:11/23/2022

      Type:Customer Service 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.
      ********** is the waybill number tracking number and can you please find out what's going on

      Business Response

      Date: 11/25/2022


      November 25,2022

      Better Business Bureau
      *********************************.
      **************************

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

      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

    • Initial Complaint

      Date:11/23/2022

      Type:Service or Repair 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.

      Better Business Bureau:

       

      Delivery has been made and no further action is needed. 


      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,

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

       

      Business Response

      Date: 11/25/2022


      November 25,2022

      Better Business Bureau
      *********************************.
      **************************

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

      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

    DHL Express is NOT a BBB Accredited Business.

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