We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Freight Forwarding

DHL Express

Headquarters

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

Find a Location

DHL Express has 137 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 702 total complaints in the last 3 years.
    • 218 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.

    Sort by

    Complaint status

    Complaint type

    • 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.
      I had an item to be delivered by this company. 4 days in a row, I received a notification that this item would be delivered on that particular day. Each day, they failed to deliver. Twice i contacted them and both times they said "Sorry, couldn't make it to you yesterday, you'll get it by the end of today". Still no package. I now just get brushed off when I contact the company.

      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

      Customer Answer

      Date: 11/25/2022


      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,

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

       

    • Initial Complaint

      Date:11/21/2022

      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.
      I've order a product via online. on the 4th of November. The sender already had my address and given information that was then sent to DHL with the items that was purchased. The delivery took a week to be brought to ***************** but after that there was no answer on when the product was delivered; We've tried to contact this company numerous times but was met with the same answers, "Your product will be delivered at the end of the day around 9 or 10PM" at a time where EVERYTHING is closed!! It's been nearly two-three weeks and still no delivery and according to the website and tracking its on hold for unknown reasons. And no answers were given only just to contact the sender who gave my item/product to their delivery company who failed to deliver the and tried to pass the buck! it's the 21st of November and my item still has not been delivered and now they are telling me my tracking number does not work anymore for "unknown reasons".

      Business Response

      Date: 11/23/2022


      November 23, 2022

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

      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 5760828382.

      Our records indicate this shipment was received by our customer on November *******, at 2:54 PM local time.

      We have reviewed this matter internally with the DHL Management Team overseeing the ******** area 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: 11/23/2022


      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:11/18/2022

      Type:Sales and Advertising 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 file a serious complaint regarding my package that DHL express are not delivering! I was supposed to have my package two days ago and the drivers are NOT coming down the ENTIRE road otherwise they would be able to locate my home to deliver my package! DHL has delivered to my home before so Im not understanding why whoever has been delivering is not doing there job properly! My tracking number is **********!! I have filed two complaints with DHL ! Yesterday I received a email telling me they were on the way! I checked the email several times checking how many stops the driver had before mine! Once it had one stop before mine I went outside and stood in my yard the Entire time! That yellow and red truck did NOT even come on this end of the road ! Every road has a beginning and ending! They never came down the entire road to even locate my address! There is a large sign I attached to mailbox on a large poster within my address on it in BLUE letters and they are not doing their job! I need my package ! This is now the third day and supposedly Im supposed to get my package today but there is no tracking information as of yet! This company is horrible to work with ! There is no one who can actually help ! Ive called several times! They need to have better contact methods and support! I would like this complaint addressed as I still dont have my package!

      Business Response

      Date: 11/22/2022

      November 22,2022

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

      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 **********.

      Our records indicate this shipment was received by our customer on November 18, 2022 at 3:26 PM local time.

      We have reviewed this matter internally with the DHL Management Team overseeing the *******, ** area  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

    • Initial Complaint

      Date:11/18/2022

      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 am disabled at this time, so I asked my neighbor to drop off package containing 2 iPhone value ***** dlls each old models. I mailed out iphones to my son in ****** ********, they charged me ****** for delivery to my surprise my son had to pay ****** dlls in ********, I called DHL express and I requested the cause of ****** dlls reasons, employee said it was taxes I asked how they can taxed ***** iPhone for ****** dlls they notified me the phones are value ******* dlls I don't know how they can value a old model iPhone for ******* dlls since phones were purchased in 2019. New iphones are ******* dlls this iphones are old.

      Business Response

      Date: 11/18/2022


      November 18th,2022

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

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



      Once again, 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 a resolution.The details needed may include but are not limited to:

      10-digit DHL Express tracking number.

      DHL Express cannot proceed with this complaint without this information.

      Again please extend our sincere apologies to our customer regarding this unfortunate incident.


      Sincerely,

      ******
      DHL Office of the President

    • Initial Complaint

      Date:11/16/2022

      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 express texted me on the 9th Nov. about a delivery : planned for the 15th Nov. , they asked about my signature to agree for a delivery without signature. I accepted, while filling in the form about delivery instructions, asking to deliver it in front of the garage in the back-alley and not the main door. The delivery arrived the 10th, receiving a text in the morning to let me know. The package was delivered in front the main door... If you try to reach them, it is IMPOSSIBLE to speak to someone. Rather, the website and options are clearly made to avoid you to reach them and report any issue. I eventually found an email: I did report the frustrations, and ask for options: first answer was to apologize only. I replied, and answer of today was " I apologize the package will be right there where the driver left the package, once the shipment was marked s delivered there is nothing else we can do.". The package being heavy, it is still in front of my main door. I am expecting other packages from the same company through DHL.

      Business Response

      Date: 11/21/2022

      November 21, 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 delivered on November 9th and November 11th but was not left in the location requested by the customer.

      We have reviewed this matter with the DHL Management Team overseeing the **** area 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

    • Initial Complaint

      Date:11/16/2022

      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.
      I ordered an item for my nieces birthday, about a month prior to make sure I would receive it in time. Being shipped international, I know it can take a while. My package arrived in ***************** with more than enough time to make it to the final destination. But, for some reason the package has been on Hold for a week at the same location. When I contact DHL support in regard to this, nobody can tell me whats going on with the package, they say just wait as its going thru its process. Its been on hold now for 7 days. How much longer do you expect me to wait and Ill now be the only person at my nieces birthday without a gift on that day. Its not fair and Ill definitely never to business with suppliers who ship via DHL. They are one of the worst shipping companies in the world and theres a reason why there arent domestic shippers in the US anymore, because they absolutely **** at business and customer **********************. I will NEVER recommend anyone use DHL for anything I the future and if they can avoid buying from businesses who ship with them they should. I just want my package delivered and Ill never use them again.

      Business Response

      Date: 11/21/2022

      November 21, 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 **********. We will review this matter internally to prevent these types of situations in the future.

      Our records indicate that the shipment released from customs and delivery was completed to the customer November 20, 2022.

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


      Sincerely,

      *****
      DHL Express
      Office of the President

      Customer Answer

      Date: 11/22/2022


      Better Business Bureau:

      The business has resolved this issue. Please consider this complaint resolved.

      Regards,

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

       

    • Initial Complaint

      Date:11/10/2022

      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.
      My case number is ********. Dhl has not delivered my package, nor have they contacted me. Using the BBB site i provided photos of the painting that should have been delivered and it is still in **** (DHL hub). They have also charged my credit card

      Business Response

      Date: 11/16/2022

      November 16th, 2022


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



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



      DHL appreciates being given the opportunity to research and address our customers concerns. Please accept our sincere apologies for any inconvenience. As the photos were provided under BBB #******** we have contacted our Gateway to further review. As this process to locate the shipment can be lengthy we have made contact with the customer and will provide further support regarding this matter until final resolution.

      I can assure you that we will review this matter 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.


      Sincerely,

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

      Customer Answer

      Date: 11/16/2022

      DHL has said that they will look into it and look for the package. This is a valuable painting. They already charged me for the delivery. At this point I have nothing, and they have my money and my painting. The painting was coming back from Europe from an art exhibit. It is worth $1,000.00

      If it is lost, I want the value of the painting in dollars and the money I paid to DHL for its delivery.

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

      Business Response

      Date: 11/21/2022

      November 21st, 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 7933124570.

      After review, our records indicate that this shipment was delivered on November 18th,2022 at 5:12 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

      Customer Answer

      Date: 11/23/2022


      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:11/09/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am expecting a delivery from DHL and every day, they lie and say they tried to deliver it. They are lying. I tried to get them to let me pick up the package and they wont. I think the driver stole my package.

      Business Response

      Date: 11/14/2022

      November 14, 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 9762477222.

      Our records indicate that this shipment is available for collection at ******************************** at *****************************************************, per their request.

      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,


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

    • Initial Complaint

      Date:11/09/2022

      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.
      I had a package that was suppose to be delivery yesterday. I got a message from DHL late last night asking if it was ok to reschedule for today that the truck had been in an accident. I had watched live tracking all day and the truck was never anywhere for a long period of time so I do not think this was true. The tracking did not update so I contacted them by their chat which could not help. I was first told it would be delivered today and then a sentence later she stated they could not provide a delivery date and to check tracking. DHL seems to have a problem with being honest and delivering packages on time.Tracking # **********

      Business Response

      Date: 11/10/2022

      November 10th,2022

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

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


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

      On behalf of **********************, please accept our sincere apologies for any inconvenience to our customer. Their experience was certainly not indicative of the high service standards our customers deserve and expect. The shipment was successfully delivered on November 9th.

      I can assure you that we will review this matter 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, please extend our sincere apologies to our customer for any inconvenience.


      Sincerely,

      DHL Office of the President

      Customer Answer

      Date: 11/10/2022


      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:11/07/2022

      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.
      Ordered from ***** (who unfortunately ships through DHL) on October 28th. The package shipped from ***** on the 30th. The package was set to be delivered November 3rd. On Nov. 3rd, I reached out to customer ********************** as well as my local pickup office to see when my package would be delivered and if I could have my package delivered without needing to sign for it. It is November 7th now, and over the past few days, I have been told my package would be delivered every day up to today. I still do not have my package. Upon reaching out to customer **********************, I have been hung up on, lied to, and received combative responses (I.e. cutting me off while speaking, talking over me, telling me what they're going to do despite my requests, etc). When speaking with my local pickup location, I was told customer ********************** has not corresponded with any of the employees regarding my my package whatsoever... after being told repeatedly by customer ********************** that they had located my package and it would be waiting for me at the location. It is clear that customer ********************** lies to customers and does not do their due diligence in helping customers. I still do not have my package, and I asked customer ********************** to email me the form to report the package stolen and I was hung up on (was never greeted with a name, but the call happened at 7:53pm on 11/07-- this CS agent should be fired). I have never communicated with a more disrespectful customer ********************** department in a company than the one at DHL. -10/10 customer **********************. I will do anything I can to avoid DHL for any and all of my needs moving forward. This company does not care about its customers whatsoever, and I cannot trust this company with delivering my packages ever again.

      Business Response

      Date: 11/08/2022

      November 8,2022

      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.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.