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Business Profile

Delivery Service

DHL Express

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Delivery Service.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 3 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:02/12/2024

    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 have been promised delivery dates but nothing arrived. I was even promised a call back but non called me. This ia very stressfull to us as these boxes contains my daughter's winter clothes. I am very upset with the service ** * **** *** ***** ** ********* ** *** ** ****** ** *** ******* **** ** ******* **** ** **** **** *** ***** **** ******** ***** ****** 

    Business Response

    Date: 06/01/2025

     

    Thank you for reaching out to us regarding the recent complaint.

     

    We have contacted the customer directly and are in the process of addressing their concerns.

     

    If you have any further questions, please do not hesitate to contact me directly.

     

    Thank you for contacting DHL and best regards,

     

    Ayesha *****

    Executive Response Team Leader

    DHL Express (Canada), Ltd.

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

    **********

    *

     

    Customer Answer

    Date: 07/01/2025

     

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    They have indeed delivered the packages but was very late based on the agreed paid time frame. But that is fine. 

     


    Sincerely,



    Scott ******

  • Initial Complaint

    Date:16/10/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 writing to formally address a distressing issue with a shipment I have been expecting through DHL Express. On October 4th, I was sent two custom-made party dresses by the designer, with an expected delivery date of October 7th. However, my package has been unnecessarily held by DHL due to an outstanding shipment fee of $******, which I was never informed about prior to checking the tracking status myself on October 8th.

    Upon discovering this, I immediately attempted to pay the fee online and by phone, but neither option was successful, and there seemed to be no way to resolve the issue. For two days, I tried repeatedly to contact DHL, making numerous calls and sending messages without any response. Finally, on October 10th, I managed to reach customer service and make the payment as instructed. I was assured that the package would be delivered by Friday, October 11th.

    Unfortunately, despite having paid the outstanding fee, my package remains on hold without any clear explanation. When I called customer service again on October 14th to inquire, I was met with rude and unprofessional behavior, and the representative hung up on me without providing assistance.

    Today is October 15th, the day of the event for which these dresses were specifically ordered. Not only have I not received my package, but the dresses, which I paid *****€ for and were custom-made, are still being withheld for no apparent reason. This delay has caused significant stress and has effectively ruined an important event in my life.

    I kindly request immediate assistance in resolving this matter and ensuring that I receive my package without further delay. * ***** **** ********** * **** ********** *** *** ************** ********* ***** *** ********* ******** **** ********* *** *******

    Thank you for your attention to this urgent matter. I look forward to your prompt response.

  • Initial Complaint

    Date:03/09/2024

    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 was charged some money for a service I didn't request. I never emailed or physically went into any DHL building.

    I've also sent them a few emails, both were ignored.

    Note: I didn't pay DHL any amount, * **** ***** ***** ******** ****** ** ******* *** *** ******* ******** ***

    Business Response

    Date: 07/10/2024

    Thank you for your email.

     

    To assist you further with your inquiry, please provide us with your tracking/waybill number. For international shipments, the airway bill number will consist of 10 numerical digits. 

     

    Did you know that opening and keeping a DHL shipping account is free? We offer great discounts and rates if you have a registered business account in Canada.

     

    Please do not hesitate to contact me if you require any further assistance. 

     

    Thank you for contacting DHL Express. 

     

    Regards, 

    Farhan

    Digital Care Advisor

  • Initial Complaint

    Date:29/05/2024

    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.
    Your company is refusing to process the return for my duty and taxes. The package has successfully been returned to the company. I did not make the payment directly with the ****. I paid your fees for you to act as the broker on my behalf. Your company filed the entry and paid the duties, so you are responsible for processing the refund to get my duties and taxes returned to me.

    Business Response

    Date: 28/06/2024

    Dear customer,

     

    Thank you for contacting DHL Express Accounting.

     

    We would like to know what happened to the receipt and how else we can assist you.

     

    Should you require any further information, please do not hesitate to contact our accounting team at ************************************

     

    Thank you for choosing DHL.

     

     

    *****

    *** ******** ********** 

     
    ************** ***** ***** 

     

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

    Customer Answer

    Date: 28/06/2024

     

    Complaint: ********



    I am rejecting this response because:

    I have the receipt. There was never an issue with not having it. Your company has refused to process the refund to get my duties and taxes returned to me. It is your company’s responsibility as I paid a fee for you to accept and process them to begin with. 



    Sincerely,



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

    Business Response

    Date: 09/07/2024

    Good day ********

     

    Hope all is well.

     

    As per our phone conversation ********** with invoice number ************* was delivered already.

     

    Kindly note once shipment is delivered DHL is not responsible of any duty/taxes refund.

     

    1    Delivery   YQM    YQM    Apr 09 2024 10:52 16  QM3A/A    OK   AS AUTHORISED BY CONSIGNEE

     

      

    Please be advised that customer can claim duties and taxes back directly from ****  with a copy of proof of return. They have one year to claim any informal adjustments of duty and taxes.

     

    Here is the link to the *** form that you can type on and then print and mail to customs.  Unfortunately, it cannot be submitted online, it must be mailed in with supporting documents. 

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

     

    If you have any questions with the above, please feel free to reach us back.

     

    Thank you for choosing DHL Express

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

    Bilingual Query Handling Specialist

    DHL Express Canada

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

    ********* **  *** ***

    *

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

  • Initial Complaint

    Date:13/05/2024

    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 placed an order on ******* **** on May 11th 2024 order #********* at 20:02 and got a confirmation of order through email. Shortly after at 22:20 I got an SMS saying my order was delivered when I checked the app it said my order was delivered in April 19th 2024 to Germany. This wouldn’t even be possible as the delivery date was even before my order date. DHL provided me a tracking number and their tracking system is saying they delivered my item to Germany but I never received it

    Business Response

    Date: 11/06/2024

     

    Thank you for your email.

     

    I have checked the information on the tracking/waybill number, **********, and your shipment was successfully delivered on May 15th at 2:08 pm.

     

     

    The tracking number, *********, does not populate in our system. If you are awaiting another shipment, please reach out to your seller for further assistance.

     

     

    Please do not hesitate to contact me if you require any further assistance. 

     

    Thank you for contacting DHL Express. 

     

    Regards, 

    Rachel

    Digital Care Team Lead

    DHL Express (Canada), Ltd.

    Customer Answer

    Date: 11/06/2024

     

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.




    Sincerely,



    Nyawech ****

  • Initial Complaint

    Date:08/09/2023

    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.
    Sent an overnight package from Tequisquiapan Mexico to Moose Jaw Saskatchewan. DHL is now saying the package is going to take 13 days to deliver. It was contract that needed to be signed and returned right away. I cannot contact a real person in customer service after hours and hours of trying. I cannot get the contract, which should have been signed and returned to Mexico already. The contract will arrive too late at this point if it does not come today or tomorrow.
    *** ******* ********** ****** ***** ********** ******** ********* ******** ***** ********** ********

    Business Response

    Date: 18/10/2023

    After checking the information on your airway bill, our system shows that your shipment was delivered on September 13, 2023 at 13:48 EST.

     

    Please confirm if you have received the shipment. 

     

    Regards, 

    Kaneez

    Digital Care Advisor

    DHL Express (Canada), Ltd.

     

    Customer Answer

    Date: 27/10/2023

    So instead of dealing with the issue, they had a "virtual assistant" give me a standard reply. I have yet to speak to an actual person there. We lost a house sale because they delivered an overnight package 13 days late. 

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