Complaints

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

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• Headquarters Location

  

  DHL Express

  1910 W Rio Salado Pkwy Tempe, AZ 85281-2160

• 

  D H L Global Forwarding

  1905 Raymond Ave SW Renton, WA 98057

• 

  D H L Global Forwarding

  11850 8th Ave S Ste 800 Seatac, WA 98168

• 

  DHL Express

  6385 Dean Martin Dr. Las Vegas, NV 89118

• 

  DHL Express

  500 Scott Ave Des Moines, IA 50309-5048

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:09/21/2026

  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.

  My DHL shipment was supposed to contain two items, but only one was inside when I received it. The seller has video evidence showing that both items were packed before shipment.I contacted DHL asking them to investigate whether the package was opened, inspected, resealed, or repackaged during transit and to review any available weight or handling records. Instead, DHL only provided a Proof of Delivery photo, which does not address my concern. I already know the package was deliveredthat is how I discovered the missing item.Communication from customer REMOVEDwas also dismissive and focused on questioning me and the seller rather than addressing my request for a proper investigation.I am requesting a meaningful investigation and a written explanation of DHLs findings regarding what happened to the package while it was in transit.

  Business Response

  Date: 09/24/2026

  September 24, 2026
  
  
  Better Business Bureau  
  REMOVED 
  REMOVED, AZ 85014 
   
   
  RE: Complaint ID # REMOVEDChen 
   
   
  DHL appreciates being given the opportunity to research and address our customers concerns.  
  
  
  We sincerely apologize for the frustration our customer encountered regarding the shipping experience with DHL Waybill 9554142555. 
  
  
  We have reviewed this matter with the relevant DHL Management Team internally. After review, there is no indication this shipment was opened, inspected, resealed,or repackaged in the REMOVED.
  
  
  DHL conducts business in accordance with its Terms and Conditions of Carriage. These Terms and Conditions govern all 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 Bill REMOVEDaccount holder. In this case, the claim rights belong to the shipper / account holder as they contracted with DHL to carry the goods.The customer would need to contact the shipper for any refund or replacement they may be due.
  
  
  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, 
  
  
  REMOVED
  DHL Express 
  Office of the President

• Initial Complaint

  Date:09/19/2026

  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 9/7 I received notification from DHL ON Demand Delivery that I had a package arriving Sept. 9. The day came and went with no package delivery. This was unusual since I had shipment notifications turned on. On Sept. 10 I began tracking my package-9/8 1:40 AM Arrived Cincinnatti 9/8 2:00 AM Clearance Event 9/9 5:40 AM Shipment on HOLD I first tried their chat bot. Not much help. Called in and after repeated hollering "Agent!" into the phone, I connected with an agent, who told me my package was seized by customs and I would have to wait for customs to release it. I was never given any explanation as to why I wasn't getting shipment notifications.I continued to track. 9/11 3:39 PM Clearance processing complete.I called DHL and confirmed the package had cleared customs and was told it would be shipped out in the next rotation. I could not find out when the next rotation was or the when expected delivery was. DHL refused to give me an expected delivery date. The "express" company began vindictively slow walking the package towards delivery-9/12 8:38 AM package shipped from REMOVEDto REMOVED9/12 10:38 AM package arrived REMOVED9/13 7:49 AM package arrived at DHL facility in REMOVED, REMOVEDIt is now 11:30 AM Monday (BUSINESS DAY, BUSINESS HOURS) and the package is still sitting at REMOVED. It has not been put on a truck for delivery.Could you please impress upon DHL to stop playing games, deliver the package in a professional manner and refund my shipping charges?Could you please impress upon DHL to stop playing

  Business Response

  Date: 09/21/2026

  September 21,2026
  
  Better Business Bureau
  REMOVED
  REMOVED, AZ REMOVED
  
  RE: Complaint ID # REMOVED
  
  
  
  DHL appreciates being given the opportunity to research and address our customer's concerns.
  
  We sincerely apologize for the frustration our customer encountered regarding the shipping experience with DHL tracking number REMOVED.
  
  We have reviewed this matter with the relevant DHL Management Teams internally to prevent these types of situations in the future.
  
  Our records indicate the shipment delivered on Monday, September 14th at 2:48pm.
  
  With regards to a refund, DHL conducts business in accordance with its Terms and Conditions of Carriage. These Terms and Conditions govern all 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 Bill REMOVEDaccount holder.
  
  In this case,the claim rights belong to the shipper / account holder as they contracted with DHL REMOVEDto carry the goods. The customer would need to contact the shipper or the party from whom they made shipping arrangements or purchased the goods for any compensation they may be due.
  
  Once again please extend our sincere apologies to our customer regarding any inconvenience
  
  Sincerely,
  
  REMOVED
  DHL Office of the President

• Initial Complaint

  Date:09/14/2026

  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.

  I paid tariffs for two shipment late in 2025. On July 27, 2026, I received an email from DHL that I was owed two reimbursements from the shipments- one for $455.01 (AWB REMOVED) and the other for $247.01 (AWB3195718013), but the automatic refund to the credit card that the tariffs were paid could not be completed because the card was no longer valid. The email requested my mailing information in order to process checks for the reimbursements. I replied with the information. Then I got another email saying a check would not be sent because the credit had been processed to the original card; however, that card has since been replaced by a new card and number, so it was of course never processed. I then spent the next two months calling and emailing the REMOVEDaddress trying to get it resolved so that I can received the reimbursements. After many, many calls receiving incorrect information, finally in late August I was told that checks were being processed. I called today to check the status and the person I spoke to said checks were not being processed per her system. She said (as all of the agents have told me, there is no one to speak to to get this resolved. I have emailed the dedicated IEEPA address at DHL at least 20 times and I do not get a response. I have no idea how to resolve this since there is no way to communicate with anyone at DHL capable of doing so. I would like to receive the refunds as soon as possible since this has been going on for months. Just to be clear, there is no question of whether I am eligible for the refund. It has already been received by DHL who was the broker of record; however, DHL has not provided the refunds to me. I would also like to reiterate that I have spent many hours on the phone and emailing to no avail.

  Business Response

  Date: 09/17/2026

  September 17, 2025 
  
  
  Better Business Bureau  
  REMOVED 
  REMOVED;
   
   
  RE: Complaint ID # REMOVED
   
  DHL appreciates being given the opportunity to research and address our customers concerns.  
  
  Once again, we sincerely apologize for the frustrations our customer encountered regarding the experience with DHL Waybill REMOVEDand REMOVED. 
  The Local DHL Management Team informed us our customer will be receiving a refund via a check and it may take up to 60 days for processing.
  Sincerely, 
  
  REMOVED
  DHL Office of the President 

• Initial Complaint

  Date:09/13/2026

  Type:Product 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.

  Hello,I am contacting you regarding a shipment I sent from the REMOVEDto REMOVEDthrough DHL. DHL informed me that one of the items in the shipment was not permitted, so the package was returned.I was informed by the agency in the REMOVEDthat I would receive a reimbursement for the shipment. However, as of today, I still have not received my refund. When I contact the agency, I am simply told that they do not know when the reimbursement will be processed.I understand that processing may take some time, but I believe I have waited a reasonable amount of time and I need a clear answer regarding the status of my refund. I was already told that I would be reimbursed, so I would appreciate confirmation of when the refund will be issued and how I will receive it.Please review this matter and provide me with a specific update or expected timeframe for my reimbursement.Thank you. Tracking number REMOVED

  Business Response

  Date: 09/16/2026

  September 16, 2026
  
  
  Better Business Bureau
  REMOVED
  REMOVEDAZ 85014
  
  
  
  RE: Complaint ID #REMOVED
  
  DHL appreciates being given the opportunity to research and address our customers concerns.
  
  We sincerely apologize for the frustration and inconvenience our customer has experienced regarding REMOVEDWaybill REMOVED.
  
  Based on our review, any refund associated with the transportation charges was arranged through the originating account holder. REMOVEDdoes not have the ability to issue reimbursement directly to Mr. REMOVEDas payment for the shipment was not made directly to DHL Express in REMOVED
  
  We understand Mr. REMOVEDfrustration regarding the delay and appreciate his patience. However, any refund request, payment status inquiry, or reimbursement processing timeline must be addressed directly with the original shipping agency/account holder in the REMOVEDas they are responsible for collecting payment from the customer and issuing any approved refund.
  
  We recommend that Mr. REMOVEDcontinue working with the originating agency that accepted the shipment and processed the payment, as they are best positioned to provide information regarding the status and timing of any reimbursement.
  
  Once again, we extend our sincere apologies for the inconvenience caused.
  
  
  
  Sincerely,
  
  
  REMOVED
  DHL Express
  Office of the President
  

  Customer Answer

  Date: 09/16/2026

  
  Better Business Bureau:
  
  The issue was resolved and I got my refund , thank you for all the help
  
  Regards,
  
  REMOVED
  
   
  

• Initial Complaint

  Date:09/10/2026

  Type:Product 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 March 23, 2026, I personally purchased DHL Express shipment AWB REMOVEDto have my custom dental appliance picked up from REMOVEDin the REMOVEDand delivered to me in the REMOVEDI paid DHL directly via REMOVED(transaction REMOVED). The hotel merely held my property and handed it to DHL.DHL accepted the shipment but never delivered it. After confusing tracking/customs information and repeated inquiries, DHL returned the package to the hotel. I learned this from the hotel, not DHL. I repeatedly asked what documentation or customs issue prevented delivery and how I could correct it, but DHL never provided a clear, actionable answer before returning the shipment.Since May, I have pursued a refund and explanation under numerous DHL references: REMOVED, REMOVED, REMOVED, REMOVED, REMOVED, REMOVED, REMOVED, and REMOVED. DHL directed me to an online claim form that rendered unusably on my device; when I requested an alternative submission method, the issue was not resolved.Recent responses remain contradictory. DHL first said Customs decided to return the shipment. After I requested executive escalation, DHL sent another update saying Portugal Customs had a system issue and had already received the required documentation, while telling me to monitor a shipment that had already been returned months earlier and closing the file.I paid DHL for transportation that was never completed. I am seeking a full refund, a written explanation of the actual reason for return, clarification of who DHL considers the proper claimant and any authorization required, and executive review of the repeated mishandling of this case.

  Business Response

  Date: 09/15/2026

  September 15, 2026
  
  
  Better Business Bureau  
  REMOVED 
  REMOVED;
   
   
  RE: Complaint ID # REMOVED
   
  DHL appreciates being given the opportunity to research and address our customers concerns.
  We sincerely apologize for the frustrations our customer encountered regarding their shipping experience with DHL. 
  Our REMOVEDreviewed this matter and advised that the shipment was returned to origin due to incorrect paperwork.

  
  Their team further advised that an invoice must be provided in accordance with the requirements of the Tax and Customs authorities. As the required documentation was not available or compliant at the time, the shipment could not be processed and was returned to the sender.

  
  As a one-time goodwill gesture, we will reimburse the shipping charges in the amount of USD REMOVED. A one time good will gesture is a one time payment that is received in the form of a check delivered by REMOVEDwithin 10 - 14 business days to the address listed below.

  
  REMOVED, PA. 15229

  
  Once again, DHL would like to apologize for any inconvenience. 
  
  Sincerely, 
  
  
  REMOVED
  DHL Office of the President 

  Customer Answer

  Date: 09/15/2026

  Thank you for DHL's response. I appreciate DHL's agreement to reimburse the $94.80 shipping charge. However, I cannot accept the response as a complete resolution of my complaint at this time.

  I respectfully disagree with DHL's characterization of the circumstances surrounding the return of my shipment. DHL now states that the shipment was returned because required documentation/invoice information was unavailable or noncompliant. During the months in which I repeatedly contacted DHL seeking an explanation and assistance, I was not provided with clear, actionable information identifying the specific documentation that was allegedly missing or noncompliant, nor was I given a meaningful opportunity to correct it before the shipment was returned.

  In fact, DHL communications I received during this matter provided different explanations, including that Portugal Customs had received the required documentation and that delays involved a REMOVEDissue. I repeatedly contacted DHL by telephone, chat and email attempting to determine what was required. The subsequent REMOVEDcorrespondence continued to be confusing and inconsistent, including directing me to have the sender pursue the matter despite my repeated explanation and documentation that I personally purchased the DHL shipment. One correspondence even addressed me by another person's name.

  Most importantly, the underlying problem remains unresolved. My dental appliance was never delivered to me and remains at the hotel in REMOVED, which has graciously continued to safeguard it. I should not be required to purchase a second international shipment to obtain the item after paying DHL for the original shipment that was never completed.

  I therefore appreciate and expect the reimbursement of the $94.80, but I am requesting that DHL also arrange, at its expense, for the appliance to be collected from the hotel and successfully delivered to me, with DHL providing clear instructions and ensuring that any required customs documentation is completed correctly before pickup.

  I would be pleased to consider the BBB complaint fully resolved once the $94.80 reimbursement has been received and my appliance has been successfully delivered to me.

  Business Response

  Date: 09/18/2026

  September 18, 2026
  
  
  Better Business Bureau  
  REMOVED 
  REMOVED, AZ 85014 
   
   
  RE: Complaint ID # REMOVED
   
  DHL appreciates being given the opportunity to research and address our?customers?concerns.?

  
  Once again,we?sincerely apologize?for the frustration our customer?encountered?regarding?the shipping experience with DHL Waybill?REMOVED

  
  After further review, it was confirmed that the shipment was returned after contacting the email address listed for the shipper REMOVEDto obtain the required documentation.Unfortunately, no response was received from the hotel, and as a result, the shipment was returned.

  
  DHL can arrange for the shipment to be forwarded to our customer's address in REMOVED. However, please note that proceeding with this option would negate the offer to refund the original shipping charges of USD 94.80.
  Once again, DHL would like to apologize for any inconvenience. 
  
  Sincerely, 
  
  
  REMOVED
  DHL Office of the President 

  Customer Answer

  Date: 09/18/2026

  Thank you for DHL's additional response. I appreciate that DHL has now offered to transport my dental appliance to me. However, I do not accept the proposed either/or resolution requiring me to forfeit reimbursement of the original $94.80 shipping charge in order for DHL to complete delivery.

  DHL's latest response also provides information that was never clearly communicated to me while the shipment was in DHL's possession. DHL now states that it contacted REMOVEDseeking required documentation and received no response. I personally purchased and paid DHL for this shipment, arranged the pickup, and repeatedly contacted DHL attempting to determine why my shipment was not moving and what information or documentation was required. I was never advised that DHL was awaiting a response from the hotel or given an opportunity to provide or facilitate the requested documentation before DHL returned the shipment.

  If DHL relied upon an unanswered email to the hotel as the basis for returning my shipment, I respectfully request that DHL identify the date of that communication, the email address used, the documentation requested, and any follow-up attempts made. I would also like DHL to explain why I was not contacted despite my repeated inquiries and my status as the customer who purchased the shipment.

  I also wish to emphasize that REMOVEDhas been exceptionally responsive and cooperative throughout this matter and continues to safeguard my appliance. I do not believe the consequences of an alleged communication failure between DHL and the pickup location should now be transferred to me.

  My requested resolution remains unchanged: reimbursement of the original $94.80 charge for the shipment that was not completed and DHL arranging, at no additional charge, to collect my appliance from REMOVEDand successfully deliver it to me. These are not duplicative remedies. The reimbursement addresses the original paid service that was not completed after months of unsuccessful efforts to resolve the matter; the new shipment would finally return my property to me without requiring me to pay a second time because of the original failed shipment.

  Once the reimbursement has been received and my appliance has been successfully delivered, I will consider the complaint resolved.

• Initial Complaint

  Date:09/08/2026

  Type:Product Issues
  Status:

  UnansweredMore 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.

  In March 2025, DHL Express collected $967.38 from me in connection with delivery of an original bronze sculpture purchased from REMOVEDin REMOVED. DHL was the Importer of Record and customs filer for CBP Entry AEK-REMOVED/ Air Waybill REMOVED.I disputed the charge when DHL demanded payment. DHL said it would not release the sculpture unless I paid and that it would be returned to sender if I did not. I paid to receive my property while continuing to contest the assessment.DHL later confirmed in writing that the sellers invoice contained an incomplete HTS reference; DHL entered the sculpture under HTSUS REMOVED, which carries a free ordinary duty rate; and the USD REMOVEDduty resulted from DHLs application of Chapter 99 provisions 9903.01.24 and 9903.88.15. DHL billed and collected $967.38, including duty and related fees.I repeatedly contacted DHL over the following year seeking review and correction. I was repeatedly promised a response but received no substantive determination, tariff analysis, correction, or refund process. DHL now says the entry is beyond available correction timeframes.I request that DHL refund the full $967.38. If it refuses, I request a complete written legal and contractual basis for retaining each amount and a documented corrective or refund plan.

• Initial Complaint

  Date:09/06/2026

  Type:Billing 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.

  DHL Express Waybill REMOVEDis being held over an erroneous $28 "REMOVEDEntry / Permit" fee. DHL's billing terms state this fee is for preparing and submitting REMOVEDdata. However, the shipper (Dak) already successfully pre-filed and electronically transmitted the complete REMOVEDPrior Notice confirmation before transit. DHL's front-line billing team (Ref: REMOVED) keeps issuing automated denials stating "coffee is regulated," completely ignoring the legal physical documentation proving the filing was already done. DHL is charging me a processing fee for work they did not perform or performed needlessly. I demand an immediate waiver of this fee and the release of my time-sensitive package.

  Business Response

  Date: 09/14/2026

  September 14, 2026 
  
  
  Better Business Bureau ? 
  REMOVED? 
  REMOVED, AZ 85014? 
  ? 
  ? 
  RE: Complaint ID # REMOVED  REMOVEDGorman 
  ? 
  ? 
  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 4822858051.? 
  
  After further review, the Billing team has confirmed that the REMOVEDPrior notice and OPL fee are different. They advised the customer was not charged for Prior notice. OPL fee is valid for this entry of coffee import. The REMOVEDteam has also advised the customer twice about this information.  
   
  The $28.00 Permits and Licenses Fee (OPL) applies when REMOVEDis required to electronically file information and obtain approval from government agencies for regulated commodities. This may include products such as food, medical devices, pharmaceuticals, cosmetics, laser devices, eyeglasses, computer monitors, and other commodities regulated by the REMOVED(REMOVED), REMOVED(REMOVED), or other REMOVED(REMOVED). The fee is charged to the duties and taxes payer. In this case: REMOVEDsubmission was required for import clearance. 
   
   
  Explanation of charges may be located in the rate guide under Downloadable Files, DHL Express Service and Rate Guide Customs Services. REMOVED;
   
   
  Once again DHL would like to apologize for any inconvenience.??? 
  
  
  Sincerely,? 
  
  
  REMOVED? 
  DHL Office of the President? 
  

  Customer Answer

  Date: 09/15/2026

  I reject this response. DHLs Office of the President is attempting to validate an erroneous surcharge by altering its justification.
  
  The official DHL rate guide states that the Permits and Licenses Fee (OPL) applies when REMOVEDis required to electronically file information. In this specific instance, DHL was not required to perform this service. The exporter, Dak, fully completed, paid for, and electronically transmitted the valid REMOVEDPrior Notice confirmation prior to transit.
  
  DHL's front-line billing team explicitly admitted via email that they flagged this package and manually intervened because they misclassified the commodity as tea instead of coffee. DHL generated a duplicate, manual electronic entry solely to bypass its own internal data-entry mistake.
  
  I refuse to pay a service charge to correct an error committed by DHL personnel. I request a complete waiver of the $28 fee and the immediate release of my package.
  
  
  
  
  

  Business Response

  Date: 09/16/2026

  September 16, 2026 
  
  
  Better Business Bureau ? 
  REMOVED? 
  REMOVED, AZ 85014? 
  ? 
  ? 
  RE: Complaint ID # REMOVED  REMOVEDGorman 
  ? 
  ? 
  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 4822858051.? 
  
  As previously advised, our Billing team has confirmed the $28.00 OPL (Permits and Licenses) fee is charged when REMOVEDmust electronically submit required documents during the customs clearance process. This fee applies whether or not REMOVEDPrior Notice is required, as it covers the processing and submission of regulatory documentation needed for entry clearance.  
  
  This shipment happened to require REMOVEDclearance, which is why the customer is being charged. 
  
  
  Additional details can be found at the below: 
  REMOVED; Custom Process 
  Harmonized Tariff Schedule and FD Flags | FDA 
  Entry Submission | FDA 
  REMOVED;
   
   
  Once again DHL would like to apologize for any inconvenience.??? 
  
  
  Sincerely,? 
  
  
  REMOVED? 
  DHL Office of the President? 

  Customer Answer

  Date: 09/16/2026

  I reject this final response. DHL continues to alter its justification for an unauthorized fee to cover up a documented clerical error. DHL's front-line billing team explicitly stated in writing that they manually intervened because they misclassified my coffee shipment as tea. DHL is charging me a manual processing fee to fix a mistake their own staff made. Because the company refuses to honor the electronic data pre-filed by the shipper, I am abandoning the package as undeliverable due to carrier error and will pursue financial remedy elsewhere.

• Initial Complaint

  Date:09/06/2026

  Type:Billing 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.

  Good morning,DHL - Waybill REMOVEDI'm just a lowly consumer, but REMOVED% of the cost of contents for shipping, REMOVEDfor a package is a bit ridiculous. ($75.48 for product, $34.84 Shipping (DHL has been paid) and now want another $23.63 in supposed duties and fees to actually finish delivering what they've already been paid for (so my total for S&H is $58.47 more than the cost of the product)DHL chatbot said I have to blindly pay fees, or package will be returned. And that invoice will be provided at time of deliver. But will it have the actual fees broken down?I don't think it's too much to ask for an invoice with a breakdown of services provided, actual duties and fees, prior to payment.Its unacceptable, and possibly criminal (REMOVED. DHL Express (REMOVED, No. 3:21-cv-13363 (D.N.J. 2022)), to not provide a billing statement with documentation prior to demanding payment. DHL is trying to charge me for a Phonograph Record after the Supreme Court ruling.50 U.S.C. 1702(b)(3) is a statutory provision under the REMOVEDthat exempts certain informational materials from presidential authority to regulate or prohibit their importation.The statute explicitly lists items that are not subject to IEEPA including: Phonograph records Tapes, compact discs, CD-ROMs Application in Tariffs Under U.S. Customs and Border Protection (CBP) guidance, the exemption is reflected in HTSUS Chapter 99 headings: 9903.01.22, 9903.01.12, 9903.01.03, 9903.01.31 - Informational materials Dilemma: Don't pay the REMOVEDwill be returned, probably at my expense. That means, I'm out original S&H plus any return fees and then I might be refunded remainder. So, I'd pay $50 or so and receive nothing, OR I can pay $23.63 more, in REMOVEDfees, and at least receive something for my hard-earned money.Sad times we're living in... Need to cancel some other oversees orders...DHL won't send documents to attach Thanks,REMOVED

  Business Response

  Date: 09/11/2026

  September 11, 2026 
  
  ? 
  
  ? 
  
  Better Business Bureau ? 
  REMOVED? 
  REMOVED? 
  ? 
  
  ? 
  RE: Complaint ID # REMOVED  REMOVEDWestbrook 
  ? 
  
  ? 
  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 2332060931.? 
  
   
  
  Our records indicate that the shipment has been delivered on September 8th.  
  
   
  
  Duties and taxes are levied by Customs in the destination country, and the receiver is responsible for paying them. 
  
   
  
  Please be advised for future shipments. The duty amount can be seen on REMOVEDand may also proceed wo payment via that link.  
  
   
  
   
  
  Once again DHL would like to apologize for any inconvenience.??? 
  
  ? 
  
  ? 
  
  Sincerely,? 
  
  ? 
  
  ? 
  
  REMOVED? 
  
  DHL Office of the President? 

• Initial Complaint

  Date:09/06/2026

  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.

  I am filing this complaint regarding DHL shipment REMOVED, which I never received despite DHL marking it as delivered.During the first delivery attempt, DHL stated that no one was available and that another attempt would be made. I did not hear any knock or delivery attempt. I then authorized the shipment to be left at my door.On the next alleged delivery, I checked outside after DHL marked the shipment as delivered, but there was no package at my door or anywhere around my residence.I contacted DHL and opened an investigation (Case #CS70083829). Several days later, DHL told me that the shipment had been recovered and delivered correctly and closed the case. However, I still never received the package.DHLs own Proof of Delivery records are also inconsistent. One record states that the shipment was delivered on August 31, 2026 at 9:00 AM and signed by REMOVED. A separate record for the same tracking number states that it was delivered on September 1, 2026 at 1:44 PM and signed by REMOVED. Neither signature is mine, and I do not know either person.DHL has not provided any delivery photograph showing the package at my door or residence, nor has it explained why the same shipment has two different delivery dates and two different signatory REMOVEDcomplaint is not simply that the tracking REMOVEDsays Delivered. The issue is that I never received the shipment, the signatures are not mine, DHLs delivery records conflict with each other, and DHL closed the investigation without providing credible evidence that the package was delivered to the correct location.I am requesting that DHL reopen the investigation and provide verifiable evidence of where the shipment was actually delivered.

  Business Response

  Date: 09/17/2026

  September 17,2026
  
  Better Business Bureau
  REMOVED
  REMOVED, AZ REMOVED
  
  RE: Complaint ID # REMOVED
  
  
  
  DHL appreciates being given the opportunity to research and address our customer's concerns.
  
  We sincerely apologize for the frustration our customer encountered regarding the shipping experience with DHL tracking number REMOVED.
  
  We have reviewed this matter with the relevant DHL Management teams and confirmed that DHL is not authorized to deliver shipments directly to the address listed on the waybill, REMOVED, as this location consists of REMOVEDdormitories.
  
  As a result,the shipment was delivered to the campus mail center located at REMOVED, on September 1, 2026, in accordance with the University's delivery procedures.
  
  Once again please extend our sincere apologies to our customer regarding any inconvenience
  
  Sincerely,
  
  REMOVED
  DHL Office of the President

  Customer Answer

  Date: 09/18/2026

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, 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,
  
  REMOVED
  
   
  

• Initial Complaint

  Date:09/03/2026

  Type:Product 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 July 31, 2026, DHL Express requested customs information for shipment AWB REMOVEDfrom REMOVEDto the REMOVED. The requested information was submitted, and on August 3 DHL confirmed receipt through its Customs Submission Acknowledgement.Despite our continued cooperation, the shipment has remained delayed while DHL provided repeated and materially inconsistent clearance instructions. On August 7, DHL requested identification and customs documentation and specifically recognized the recipient as an individual. The requested documentation was supplied, followed by repeated requests for updates when no meaningful progress was communicated.On August 12, an email address provided for DHL Dominican Republic communications rejected our message containing nine requested attachments with a 550 5.1.1 User unknown error. On August 17, a REMOVEDrepresentative stated that she had been out of the office, demonstrating a lack of continuity in handling this time-sensitive shipment.DHL later requested customs registration information that had already been supplied. On August 31, another DHL representative sent REMOVEDinstructions requiring the recipient to link her company, obtain a digital certificate, and use a company legal representative, although DHL already had documentation establishing that the recipient is an individual, not a company. After we independently contacted DHL REMOVEDby telephone, materially different instructions were provided.We have consistently supplied identification, invoices, declarations, customs information, and other requested documentation. We are not refusing any legitimate customs or public-health requirement. We are requesting that DHL identify and apply the correct procedure, assign responsible case ownership, and complete the delivery without further delay caused by inconsistent internal handling.

  Business Response

  Date: 09/14/2026

  September 14,2026
  
  Better Business Bureau
  REMOVED
  REMOVED, AZ REMOVED
  
  RE: Complaint ID # REMOVED
  
  
  
  DHL appreciates being given the opportunity to research and address our customer's concerns.
  
  We sincerely apologize for the frustration our customer encountered regarding the shipping experience with DHL tracking number REMOVED.
  
  We have reviewed this matter with the DHL Management Team in the REMOVED
  
  Our records indicate that this shipment arrived into the REMOVEDon August REMOVED. The shipment is currently pending information from the receiver to complete customs processing. An itemized invoice clearly listing every single item inside the shipment, along with a value for each item, is needed.
  
  Delivery can be completed after release.
  
  Once again please extend our sincere apologies to our customer regarding any inconvenience
  
  Sincerely,
  
  REMOVED
  DHL Office of the President