ComplaintsforDHL Express Canada

• Initial Complaint

  25/10/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I rec'd a waybill from DHL on my door. I was expecting a parcel from the states so I paid the duties by phone. I have a ********** statement that shows the payment went through on Oct. 7, 2021. I put the waybill back on my door signing to have parcel left. My neighbour saw it on my door & came over to say it was his parcel. I called DHL & filed for a refund. They are saying they have no record of my payment & to contact my credit card company. I just want my $42.36 put back on my credit card. Can you help me.

  Business response

  27/05/2022

  Business Response /* (1000, 10, 2021/10/29) */ Good day ***************, Hope you are doing well. We have contacted our accounts team to review the request for refund for the duties and taxes paid by you for a shipment that is not yours. I shall follow up with you as soon as I receive further updates or no later than on or before 1st November at 8 pm Eastern Standard Time. Please do not hesitate to contact us for any further queries. Thanks and Regards,

• Initial Complaint

  19/10/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order with ***** back on Sept.24th, I paid for expedited shipping which I was told would have a brokerage fee but my package would arrive on or around October 1st 2021. On the 25th I was advised I owed duties and brokerage payable to DHL, on the 27th I called to advised the shipper didn't add my home address. Oct 1st the package was slatted for delivery it wasn't delivered. This continued through until the following Friday. Where after spending the entire day on Thursday trying to locate my package and telling them if it hadn't arrived on the Friday by 17:00 I didn't want it anymore. Friday the package still hadn't arrived. At this point, in my point of view willfully stealing from me. I had a complaint set through were J****** became my point of contact. Many emails/phone ca and the package being delivered- I was told by her to contact Shien for a refund. Although DHL still owed me 28.80$. ***** set the pick up with UPS so I asked how DHL would like to proceed. They won't.

  Business response

  27/05/2022

  Business Response /* (1000, 10, 2021/10/20) */ Good day ***************, Hope you are doing well. Sincere apologies for the delay and the inconvenience caused. May I please kindly know the air waybill number or DHL 10 digit tracking number so we can address the issue. Please do not hesitate to contact me for any further queries by directly replying to this email. Thanks and Regards, Consumer Response /* (3000, 12, 2021/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The way bill number is **********.... I have had 24 CSRs attempt to deal with this issue, one team lead and one complaint specialist. In a recorded phone call ******* the complaint specialist said the refund would be done with DHL for the 28.80$ *************************** ******************************************* Business Response /* (4000, 14, 2021/10/21) */ Good day ***************, Thank you for your response. I have contacted the relevant team requesting refund of the duties and taxes amount of CAD 28.80 to your original method of payment. I shall contact you as soon as I receive further updates from them or no later than on on or before 22nd October at 8pm Eastern Standard Time. Please do not hesitate to contact me for any further queries by directly replying to this email. Thanks and Regards, Consumer Response /* (2000, 17, 2021/10/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) A refund was provided.

• Initial Complaint

  28/09/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Waybill No: ********************* sent me a shipment last 9th of August. On Aug 11 it was taken by Custom for inspection. Since then every other day I called the Customer service and the Brokerage Dept to follow up but they just says its still under inspection. On Sept 02, I called Health Canada and CBSA Winnipeg to inquire about the status only to find out that its been rejected since August 19. Brokerage and Customer Service insist that they don't have the decision from CBSA yet. I emailed the refusal letter from health canada to the brokerage dept, tracing team leader for then to process the return to sender. They finally submitted the paper works to CBSA on Sept 07 for approval to return it to sender. And if I didn't do that, they will keep on insisting that its still under inspection by customs. It was approved by CBSA to RTO last Sept 15 but as of today the local facility or depot still insist the package is still with Customs and under inspection.

  Business response

  27/05/2022

  Business Response /* (1000, 5, 2021/09/30) */ Good day ******, how are you doing today? We apologize for all the inconvenience the delay as regards delivery and return of your shipment might have caused you. Presently your package has been processed for return and the return waybill number is **********. The return shipment is presently in Cincinnati and we advise that you keep tracking your package on our website mydhl+ for more updates. Thanks for your understanding. Consumer Response /* (2000, 7, 2021/10/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you.

• Initial Complaint

  13/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered ********************************** from a company in Israel. The Canada Border Services Agency (CBSA) charged no tariff on the imported *****. DHL charged me a "service fee" of $17 + GST, but no tariff on the ***** themselves. Since DHL claims the service fee is intended to cover their cost of covering tariffs owed by customers before they've been collected by customers, ******************************************************** *********************************************************************************************************************************************************

  Business response

  27/05/2022

  Business Response /* (1000, 5, 2021/09/13) */ Good day **********, The processing fees of $17 is charged for processing the clearance paperwork on behalf of the customer with the CBSA. Alternatively our customers also have the option of self clearance from CBSA to avoid $17 processing fee. May We also know the 10 digit tracking number so that the duty invoice can be sent to you for reference. Please do not hesitate to contact us for any further queries . Thanks and regards,

• Initial Complaint

  01/09/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I went to dhl in July to send a package to the Philippines. I paid over $300 to ship the package there and they said it would arrive to the recipient on July 27th I escalated my delayed package on July 27th When they wrote to me then they said it was still clearing customs and no forms were being required from me the n I was only informed at the end of August that they require new power of attorney forms *******, the recipient, also called me to say dhl Philippines was asking us to pay $400 for a customs over stay fee for not getting them the power of attorney document they required in a timely fashion Dhl never informed me, the sender, of the documents (power of attorney) what was required on the Philippines side until late Aug when package already overstayed customs timeline and incurred a fee Thus, they should handle any customs over stay fees that arose as a result **************************** my package delayed a month ************************

  Business response

  27/05/2022

  Business Response /* (1000, 5, 2021/09/03) */ Good day ***********, I am writing to you on behalf of our CEO and the Vice President of Customer Service. Sincere apologies for the delay and the inconvenience caused. We have contacted the DHL Philippines team requesting if its possible to get the customs over stay fee waived. I shall contact you as soon as I have further updates or no later than on or before 7th September at 8 pm Eastern Standard Time. Please do not hesitate to contact us for any further queries by directly replying to this email. Thanks and Regards. Consumer Response /* (3000, 8, 2021/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Pls tell the dhl Phillipine office to ******************************************************************************************** advise me when the package will be delivered ************************************************* We need the package delivered ASAP as promised verbally by the retail agent and dhl receipt that it would get delivered by July 27th. It's now sept 7th I'll accept your response and close the bbb case once the package is delivered wjth no customs over stay fee. We're okay paying the duties for the cell phones but will not and do not deserve to pay any customs over stay fee Thank you. ****************************************** Business Response /* (4000, 10, 2021/09/09) */ Good day ***********, We understand your concern. However, please be advised that DHL has no control over any government body rules and regulations like Customs of any country. The committed delivery date is always subject to customs clearance of the receiving country. Please be assured that we are following up consistently with DHL Philippines team for the waiver of customs over stay fee subject to approval from Philippines Customs. Appreciate your patience. We shall contact you as soon as I have further updates from them. Thanks and regards,

*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. ↩