ComplaintsforDHL Express Canada

• Initial Complaint

  30/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

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

  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 response

  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

  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

  12/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  27/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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 response

  27/09/2022

  Waybill number is:

  Business response

  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.

• Initial Complaint

  26/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  ***************************************************************************************************************************************************************************************************************************************************************** have my friend to ship me my carry-on from Michigan to Vancouver. I used the service from ********** and everything went well until DHL requests for more information on my stuff. The first contact was on April 11th, when I sent all my documents requested and explained all the situation on why my carry-on was being shipped unaccompanied. DHL initially requested a stamp on my passport which isn't Canadian proving that I entered in Canada from the US. ****************************************************************************************************************************************. From the 11th till the date, I keep calling DHL, emailing them, sending all the explanation and documents necessary and have no feedback or progress on my situation. I just had a call with one of the DHL customer service's employee who was super rude and hung up on me. I see that my carry-on is already in BC, and no one is able to resolve my situation. Every time a CSR picks up my call ***************************************, they always ask the same questions, ******************************************************************************************************************************************************* I just want my stuff. ***************************

  Business response

  27/05/2022

  Business Response /* (1000, 10, 2022/04/27) */ Good Day, I hope all is well, I have opened a complaint and I have contacted the customer. Thank you Consumer Response /* (3000, 12, 2022/04/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been getting this same response since April 22nd. NOTHING is never done about my case and I just keep being asked for the same explanation that I just sent for the fifth time to the Executive Response and Customer Care Team Leader, who has been in contact with me for the past two days. This person just reached out to me asking AGAIN for the same explanation on why my baggage is coming to Canada. All the explanation is on the multiple emails that I've been sending over and over since April 14th. ********************************** ***************************************************************************************************************************************** DHL I want my baggage delivered to me ****************************************

• Initial Complaint

  23/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Feb 22nd, My parcel arrived at a DHL facility in Calgary and they decide to **** 18 dollars in Processing fees ****************************************************************************************. The order is *********** from Japan ***************************************************************************************************** I have spent all morning dealing with customer support and the DHL brokerage team and they both keep pointing the finger at each other and redirecting me instead of giving me the paperwork to self declare and for them to release the parcel from Calgary so i can self declare it once it arrives in Regina. ********************************************************************************************************************************************************************************************************************************************** *************************************************************************************** ********************************************************************************************************************************

  Business response

  27/05/2022

  Business Response /* (1000, 6, 2022/02/24) */ Please advise customer to provide tracking number to assist with his request. I have called the customer and left VM regarding the same. Consumer Response /* (3000, 9, 2022/02/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) They called me i told them the tracking and all they told me was they were gonna contact their brokerage team and call me back in a few hours i never got called back so i went to CBSA and was informed by the CBSA agents, that DHL often does this they will hold the parcel in calgary and ******** to send it back to the shipper instead of allowing the customers an easy and hassle free way to self declare their parcels. ******************************************************************************************** *********************************************************************************************************************************** I managed to get my parcel yesterday, but i would like to state that DHL customer service reps *************** told me i wouldnt be able to self declare my parcel after they sent it on its way on the 23rd. Business Response /* (4000, 11, 2022/02/25) */ Good day. The investigation is going on and customer was updates via email regarding the same. I will follow up with this customer today as well Consumer Response /* (2000, 13, 2022/03/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) ******************************************************************************************************************

• Initial Complaint

  28/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of transaction: Started November 10, 2021 **************** **********Amount paid to DHL: 463.29 CAD ***************************************************************************************************************************************This started out as a shipment from Vancouver to Houston but the shipment never made it to Houston due to customs requiring the Country of origin of the contents. Even though I provided this information the shipment was denied and returned to sender. I have been trying to contact DHL many times with no response. I have provided all information that was asked of me. Noone has been able to resolve my issue. I just need this shipment returned to me ********************************

  Business response

  27/05/2022

  Business Response /* (1000, 5, 2022/01/28) */ Please be advised shipment is currently going through customs delay. I will be following up with cx until it is resolved.

• Initial Complaint

  16/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a COD notice (Nov. 30) and tried paying that day through the automated system which didn't work so I tried again the next day. I spoke with countless agents regarding this from dec. 1 until the 8th. They were telling me everything from there is no actual COD to pay and that I'll get my package the next day, that there were tech issues on my end, that I ********************* had to call their brokerage dept & ask then to upload the invoice into their system. I spoke to multiple managers including *******, ****, ******* and ***** who was supposed to take charge of this situation. ***** promised (dec. 3) me that due to this situation she will cover the COD fee as they fails to upload it into their system multiple times at this point she tells me to contact brokerage and let them know too. Apparently that is something the company "doesn't do" *************************************** and advised me that I can dispute these charges by filling out a form - said form on their website is for EU consumers only ********************************************************************************************************** I was told that I have no choice but to pay it and then dispute is on the website thereafter. ************************************************ Waybill # ***********

  Business response

  27/05/2022

  Business Response /* (1000, 5, 2021/12/16) */ I will contact this customer to resolve the concern.

• Initial Complaint

  03/12/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  A shipment involving 5 different customer orders was sent to our branch from our Head Office in Italy. This shipment ********************* left Italy on October 22, 2021 by DHL Express (AIR). Normally, a similar shipment takes approximately 5 days to get to us. However, after several more attempts to find out when our shipment would be delivered I had the chance to speak with an import agent at DHL. I found out that our shipment was cleared by customs on October 25, 2021. The import agent also told me that at some point DHL changed the point of entry to Canada AFTER the shipment had cleared customs. At this point, DHL had a responsibility to inform our broker that the entry point to Canada was changed and that our broker needed to submit a Port correction and a VI Entry in order to correct the situation. BUT THEY DID NOT. On that same day (November 25, 2021) our broker submitted the requested forms to DHL and today, we are still waiting for our shipment to arrive. ********************************************************** Thank you...

  Business response

  27/05/2022

  Business Response /* (1000, 10, 2021/12/06) */ Sincere apologies for the inconvenience caused. I have reached out to the respective department regarding the shipment delay. I will be in contact with the receiver to further resolve this at the earliest possible. Consumer Response /* (3000, 12, 2021/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Today, December 14, 2021 DHL delivered 1 box weighing 15 lbs. The complete shipment was a pallet 48x32x30'' weighing 97kg/214lbs. On their tracking website, they marked the shipment delivered. *****************. *********************************************************** Business Response /* (4000, 14, 2021/12/17) */ Hello customer was contacted to apologize and the full shipment Has been delivered on Dec 15th at 03:25. Consumer Response /* (2000, 16, 2021/12/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) After more than 7 weeks from pickup to delivery, they finally delivered our complete shipment. *************** everything was there and in good condition. I give my thanks to the people that worked hard to get to the bottom of this and congratulate DHL's teams in finally getting this resolved. Hopefully, ***************************************************************************************************************************************************************************************************************************** Thank you to all and best regards...

• Initial Complaint

  12/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was expecting a ************** delivery on Wednesday, November 10, 2021. *****************************************************************************************************************************************************. Your driver was not capable of finding my business, ***********************************************, the door carries the company name and the street number is visible. They returned my package to the depot. I spend almost 1 hour waiting on the chat to complain about it and to request an immediate delivery. After some minutes in the chat, I was presented with a message that the agent has left the chat. I went to the phone, and called the hotline. A friendly lady apologized for the issues and PROMISED me delivery today, November 11, between 11 am and 5 pm. My business would have been closed today, but I was there waiting for DHL. The one who didn't show was the DHL driver. When I tracked my package online, I saw a status change to "on hold" because I would have to pay customs fees. I did this on November 5th already. Six days ago!! I chatted again with the support and was told the hold was now removed, but my package is still not on the delivery truck. My request to deliver it immediately, for example with a courier, was denied. I was told, a new delivery attempt can not happen today, and probably not even tomorrow because processing a new delivery request can take 24-48 hours. *******************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

  Business response

  27/05/2022

  Business Response /* (1000, 5, 2021/11/12) */ Good day ****** *******, Hope you are doing well. Sincere apologies for the delay and the inconvenience caused. We have contacted our Operations team requesting the arrange the delivery at the earliest possible. I shall follow up with you no later than on or before 15th November at 8 pm Eastern Standard Time. Please do not hesitate to contact us for any further queries. Thanks and Regards, Consumer Response /* (2000, 7, 2021/11/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  05/11/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  ************************************************************************************************************************************************** On Friday October 29, 2021 my shipping details shows that the delivery man tried to deliver the parcel but nobody was at home. The delivery man did not leave any note saying that he was there. I visited their website and selected a pick up point near my home which is ******* at ********************** which is just 3.2 km away from my home. Next day I call their customer care. They say there is a mistake and the parcel is at Hamilton processing centre which is 60 km away. *******************************************************************. I asked on Wednesday when will I get my package and they said I will ********** get it before ********************* November 4, 2021. Now when I am putting my tracking number there is no update after November 3, 2021. I also visited the ***************** ******* Centre where DHL pick up and delivery point I opted. But they said there were no parcel in my name. ****************************************************************************************

  Business response

  27/05/2022

  Business Response /* (1000, 5, 2021/11/05) */ Good day ********************, Hope you are doing well. Sincere apologies for the delay and the inconvenience caused. We have contacted our Operations team requesting review and investigation of the current status location of the shipment and its subsequent expedition in arrangement of shipment delivery. We shall shall follow up with you no later than on or before 8th November at 8 pm Eastern Standard Time. Thanks and Regards, Consumer Response /* (3000, 7, 2021/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have still not received my package *********************************************************************************************************** Thanks Consumer Response /* (450, 14, 2021/11/10) */ Finally I received the parcel delivered by DHL Express yesterday on November 9, 2021. I can't thank you enough Better Business Bureau for helping me and other ******* customers like me. Kudos to you.

*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. ↩