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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

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DHL Express has 90 locations, listed below.

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    Customer Complaints Summary

    • 701 total complaints in the last 3 years.
    • 217 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/27/2022

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a dress for an upcoming wedding from **. The dress was shipped to ***************** quickly. However, after landing in ** then to ********** my package was mistakenly sent to ******?? I tried to navigate the customer ********************** phone to speak with someone but only get an automated response of where my dress is. I need to know if DHL will be able to get my package to me in a timely manner. (Before the wedding) the tracking number is **********

      Business Response

      Date: 10/03/2022

      October 3rd, 2022


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



      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 this matter. We have made contact with the customer to ensure she received her ************* for her wedding. The DHL Waybill number ********** was successfully delivered on September 29th.

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


      Sincerely,


      DHL Express
      Office of the President

      Customer Answer

      Date: 10/04/2022


      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:09/27/2022

      Type:Delivery Issues
      Status:
      Unresolved
      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.
      Dear BBB, On September 7th I hired DHL to deliver a very important to me package to an entity in ******. It was extremely important to me that they get the package quickly, that is why I hired DHL and paid $200.19 for this express delivery (I could have sent the same package with **** for only $34). The package was to be delivered by September 12th. Not only that they failed to deliver the package in timely manner, they sent the package back to me and NEVER delivered it!!!!!!! I got it back on September 26th. I was literally in tears, I just could not believe it. I called and they lied to me that they tried to contact the receiver (contact for what??????). Surely the receiver has never been contacted, and neither was I. They simply returned the package without notifying me, or trying to contact me or doing anything. Despicable!!!I demand that they return my $200.19. Moreover I demand $1,000 in compensation for this. I needed to deliver the package quickly and they wasted nearly 3 weeks of my time and did not deliver the package. I am outraged. If they were not capable of delivering the package they should have not accepted this job and complicate my life so severely. I sent packages to Poland in the past via post office and other carriers without any issues whats so ever. I am in tears and devastated.

      Business Response

      Date: 09/27/2022


      September 27,2022

      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

      Customer Answer

      Date: 09/27/2022

      Dear BBB,

      Thank you for the business response. They are asking for the tracking number. I have two they sent me:

      7446055820
      **********

      The package was to be sent from:

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

      To:

      *****************************************
      Salon ****************************
      Ul. ********** 7
      66-400
      *******************
      ******

      Thank you,
      *************************

      Business Response

      Date: 10/03/2022

      October 3rd, 2022


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



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



      Once again, 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 7446055820.

      After review, our records indicate that the shipment was stopped by Customs in Poland when it arrived in our import facility on September 12, 2022.  Additional information was required from the receiver in order to submit this to Customs for entry.  The receiver was contacted to provide the information required. The receiver in Poland must correspond with DHL in Poland to provide any needed information. Unfortunately, since the required information was not provided in a timely manner the shipment was issued a return on September 21st under DHL waybill **********

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


      Sincerely,


      DHL Express
      Office of the President

      Customer Answer

      Date: 10/05/2022

      This is a total lie. The receiver was never contacted by DHL or anybody, and neither was I. All customs forms were done by DHL, not me. If they are uncapable of sending the package they should have never undertaken this task. When will my my funds be refunded? They failed to send my package and have no legal right to charge me for nothing!!! I am outraged. No wonder they have F rating with BBB. Please advise. 

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

    • Initial Complaint

      Date:09/20/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered an engagement ring through Etsy from a merchant in *****. I received delivery updates throughout the week from DHL via text message. On 9/19 there was an attempt to deliver the package to my home, however, I was not there. I then changed the address for the package to be delivered at a friend's home as they work from home and would be there to sign for this very important package. On 9/20/22 I received a text update from DHL Express stating that they tried to deliver my package and there was no answer. I contacted my friend who informed me that they were, in fact, home. They then checked their ring camera and saw that no one even came to the door at any point to deliver a package. I called customer ********************** regarding this to see if they would have the driver actually try to deliver the package and they were less than helpful and just said I could ask for it to be delivered again the following day. I now have to pick my package up at one of their inconveniently located pickup sites as I do not trust that anyone will deliver my package. The site is 30 minutes past my house and they aren't even open on weekends so I will have to find time to leave work early to pick it up.

      Business Response

      Date: 09/26/2022

      September 26,2022


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



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



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

      We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL tracking number 4908144695.

      After review,our records indicate that this shipment was collected by the customer on September 23, 2022 at 9:12 AM.

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

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


      Sincerely,


      DHL Express
      Office of the President

    • Initial Complaint

      Date:09/20/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On August 20th I went to the mailbox shipping store in ********** ******** to ship a DHL envelope tracking number ************ in this envelope was too certified copies of my passports ******** passport and ******** passport and my ******** driver's license to be shipped to ******** ******* address 24 ******** clothes in ********* the receiver would have been **************************************, envelope was to arrive August 24th ,did not.*********************** checked with the DHL representatives in ******* and was told that the envelope did not leave the **.I returned to the mailbox store they were very helpful, so they were told by DHL corporate office to submit a claim and I would hear back from them within 2 weeks. The time has passed and no one has contacted me so I myself called the corporate office of DHL and was given the runaround several times the phone kept ringing I was transferred to the international claims department I have yet to hear from someone I have been on the phone several times and have not gotten any results I do need your help please.The following is the tracking number ************

      Business Response

      Date: 09/20/2022


      September 20th,2022


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



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



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

      We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL Waybill 3575235720.


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

      After review,our records indicate that the shipping center opened up a claim on the 9th of September and was advised they would hear back within 2 weeks.

      Once again please extend our sincere apologies to our customers for any inconvenience caused.


      Sincerely,

      DHL Express
      Office of the President

      Customer Answer

      Date: 09/20/2022

      I my main concern is where is my package it's not about the refund

      Business Response

      Date: 09/21/2022

      September 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.

      After review with the DHL Management Team in New ********** was concluded that the shipment was deemed lost. They searched the warehouse with no success in locating the package. Unfortunately, it has been declared lost and appropriate corrective action has been taken to prevent similar 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: 09/22/2022

      Will DHL start the process of compensating me for the Lost package

    • Initial Complaint

      Date:09/14/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I contacted CEO Mr ******* office but no one from the local management team ever contacted me as promised so here I am* I bought an item valued at $2000, there were only 500 made worldwide. I paid $550 to have it shipped to me. I purchased signature confirmation delivery to ensure I got it in an acceptable condition, it's my only chance at full reimbursement if it shows up damaged.$550 is a lot of money to deliver one item. Why is it acceptable to you that packages are not left at the front door? Its the most professional. For $550 it should be right at my door.When there's 100% chance of rain all night why would he leave it out in the middle of my driveway at 6pm at night when I most likely wont see it till morning? 20ft away is my front door with a 35 foot farmers porch where it would be protected from the elements. I paid for the signature delivery also so it forces lazy drivers to bring it to the front door. ??If I paid for signature confirmation due to the rarity and expense of this purchase, why did he feel the need to just leave it in my driveway unprotected and deny me a service I rightfully wanted and paid for? Who signed for it? Not us. How is this acceptable to you and fair to me?If he couldnt get a signature for whatever his reason was then it should have gone back with him on the truck, not left there unknowingly to me. Proof of placement at this point means absolutely nothing to me since I didnt accept the delivery Hes simply a lazy employee and now is a liability to me on all future deliveries. ?I also received a package from DHL a few days prior and he left it on the street, where anyone could have driven over it or stole it, 200 ft away from my front door. Did he toss it out the window as he drove by like the paperboys do? Its truly sad the impression this driver is leaving on your company. I dont want him on my property anymore ????Tracking for this item - ********** Package left on street - **********

      Business Response

      Date: 09/23/2022

      September 23, 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 this matter.  Our records show that the customer brought this to the attention of our CEO and was working with the DHL Office of the President directly.  This has already been addressed via that channel.


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

      Sincerely,


      DHL Express
      Office of the President

    • Initial Complaint

      Date:09/14/2022

      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 ordered items from ***** and my items were supposed to be delivered by DHL on 9/5/22 and today is 9/14/22 and still no package. I have reached out to DHL at least 4 times a day spoke to 3 different managers who said they put request in to speak to the facility that has it and nothing has been done. They lied and said address is not correct and it is. I have even confirmed with several customer ********************** associates that the address is correct and I even gave them side streets, the house numbers right next door and description of my house plus notes on my door and gate that shows this is the address. They are not delivering my package. The whole reason for my order was to get a couple dresses for my moms fu real that was on 9/10/22. I never got it and was told by the customer ********************** all week long that I will get it in time for my moms funeral and every I waited for it and nothing. At this point DHL DOES. OT NEED TO BE IN BUSINESS SEEING HOW THEY HAVE SEVERAL COMPLIANTS FOR THE SAME THING! I even told them I would drive to the location that has it and I will pick it up and they told me they cant until they talk to the shipping location but they cant get a hold of them either. It says *********** hub but I cant contact anyone there and nor can I just show up to pick up my shipment. Something needs to be done with this shipping company. On top of dealing with my moms funeral I had to take time old of planing my moms funeral to contact DHL for 7 days and still nothing has been done. I even explained to the customer ********************** department and managers about needing this order from ***** because it was for my moms funeral and they didnt even seem to care or do whatever it takes for me to get it in time. So Friday 9/9/22 I realized I wasnt getting it in time and had to go shopping late Friday night to get dresses for my moms funeral since my shipment was obviously not going to arrive in time for my moms funeral

      Business Response

      Date: 09/14/2022

      September 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 4642087925.

      After review, our records indicate that this shipment is currently out for delivery today September 14th,2022.

      Once again please accept our sincere apologies for any inconvenience. Your experience was certainly not indicative of the high service standards our customers deserve and expect. 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

    • Initial Complaint

      Date:09/14/2022

      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 delivered a package on 9/4/22. After delivery, the driver drove through my yard that was seeded & fertilized 2 days earlier, causing damage to my yard. I reached out to dhl but the local hub has not gotten back with me. I did file a complaint with them. The complaint **** forwarded my issue to the local hub. I'd like this to be fixed since I just spent money to seed & fertilize my land.

      Business Response

      Date: 09/18/2022

      September 18, 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 a formal complaint was filed regarding the property damage and the local service facility in **** has been attempting to reach our customer for a resolution.  Please ask our customer to work directly with the local ********************** facility as they are in the best position to assist with this matter.

      We have reviewed 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, DHL would like to apologize for any inconvenience. 


      Sincerely,


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

    • Initial Complaint

      Date:09/13/2022

      Type:Product 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 sent a DHL package. Because it contains cash it was said to be returned to me. It was supposed to be returned Tuesday, September 13 by 7 PM. I called several times and waited all day for it until I was finally told by supervisor that it did not make it onto the truck and it would be here on September 14. I need to resend it on the 14th so I called back three more times and asked for a supervisor again. At 1:20 I called and they said that somebody would call me back within 90 minutes. It is now 430 and I have not received a call back. Ive called three more times and tried to confirm that I can go to the location in ******* where it is and pick it up in person. To customer ********************** people have stated that theyve reached out to the center and they have not responded to their phone calls. I am frustrated at the lock up honesty, the lack of transparency, the lack of information, and the lack of anyone caring to help me with this problem. The second to last call that I made with a woman said that she now saw that it was slated to be delivered on September 19. The person who I just spoke with said it should be delivered today. Information is incorrect, an accurate, and nobody is able to hold anybody accountable. I need to pick up my package either today or have it delivered tomorrow. Please contact me ASAP. ************. Comments on systems transparency and honesty are also forthcoming.

      Business Response

      Date: 09/14/2022

      September 14,2022


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



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



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

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

      After review,our records indicate that this shipment was collected by the customer on September 13, 2022 at **** PM.

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


      Sincerely,


      DHL Express
      Office of the President


    • Initial Complaint

      Date:09/13/2022

      Type:Billing 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 have had a business account with DHL for about 8 years. My business does not have need to use their services frequently bit we use them for all our international couriering of samples.I last used the account in late July, my bills ate paid automatically so I have not had a problem with credit ever..This week I tried to arrange for three separate parcels to be collected at 3 different vendors - 2 in ***** and the other in ****** - all were told the account was inactive or closed.I got on phone yesterday to find out what x to e problem was - after several hours of automated calls and a non helpful customer ********************** I eventually got an email to write to and got a response that my account had indeed been closed due to inactivity.It was active enough to collect and deliver a parcel two months earlier and to take the payment out of my account two weeks later.I now have urgent parcels sitting at vendors, unhappy customers waiting and DHL didnt even have the decency to let me know they were closing my account of 7 years that was in good standing.Very unhappy, very dissatisfied with the way DHL disregards good longstanding but small customers, Alatctue very least I would hope to be contacted and to have **** account Re-activated.*****************************

      Business Response

      Date: 09/15/2022

      September 15, 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.

      I have contacted our **************** Team and requested that they contact the customer to provide further support to the customer regarding the concerns that they have brought to our attention.

      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

    • Initial Complaint

      Date:09/12/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had an Amazon order scheduled to be delivered by DHL today (9/12/2022). I received an email stating "sorry we missed you" and that the package could not be delivered because I was not home. I am home. I work from home and I've been home all day. I can easily hear anyone knocking at the front door. When I contacted DHL, they stated that the driver could not enter the front gate. Not one time has any other carrier been unable to enter the front gate. There is both a security guard at the gate, or I can open the gate through the intercom system. We have ************************ entering the gate 7 days a week and no other carrier has ever not been able to enter the gate. This is just incomprehensible laziness on the driver's part.

      Business Response

      Date: 09/13/2022

      September 13,2022

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

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



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

      Please advise our customer that further details are needed in order to provide resolution.The details needed may include but are not limited to:

      10-digit DHL Express tracking number.

      Upon receipt of more information, DHL Express can proceed accordingly with this complaint.

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


      Sincerely,

      DHL Office of the President

    DHL Express is NOT a BBB Accredited Business.

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