Complaints

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

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DHL Express Canada has 14 locations, listed below.

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• 

  DHL Express Canada

  18 Parkshore Dr Brampton, ON L6T 5M1

• 

  D H L International Express Ltd

  31270 Wheel Ave Abbotsford, BC V2T 6H1

• 

  DHL Express Canada

  4431 Boban Dr Nanaimo, BC V9T 5V9

• 

  DHL Express Canada

  3077 Kilpatrick Ave Courtenay, BC V9N 6P5

• 

  DHL Express Delivery

  1 Bell Blvd Enfield, NS B2T 1K2

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:29/07/2025

  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.

  I received a package from DHL containing a personal gift from a friend in the UK which I did not order or request. DHL later invoiced me for over $500 in duties and customs charges. However, I did not agree to these charges prior to delivery, nor did I sign any agreement or authorize DHL to act as my broker for said charges. The package was delivered to my home without signature or payment.
  
  I have disputed the charge with DHL in writing multiple times. Despite this, they have refused to provide:
  Proof that I accepted financial responsibility.
  Any proof that I consented to DHL paying customs duties on my behalf.
  The name or contact information of the decision-maker who assigned me liability.
  
  They have now stated this matter will be handed to a collections agency, despite the ongoing dispute and lack of transparency. I believe this is an unfair and aggressive business practice and request BBB support in resolving the issue.

  Business Response

  Date: 29/07/2025

  Good day BBB Team,

  I hope you are well.

   

  Please note, that we have reached out to the customer and addressed his concerns.

  Best Regards,

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

   

  Business Response

  Date: 30/07/2025

  Good day BBB Team,

  Please note that a case with this customer is in progress and we are in touch with the customer regarding his concerns.

  Regards,

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

  Customer Answer

  Date: 31/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Thank you again for continuing to assist with this case.
  I wanted to provide an urgent update. DHL has informed me that they requested a hold on any collections activity related to this shipment. However, I received a letter from ****** ****** ** ****** *********** ******, dated July 25 and stating a final payment due by July 30 — yet I only received it today on July 31.
  I am now reaching out to ****** ******* at DHL to confirm whether the collections hold was formally applied and to request that **** cease any further action until this matter is properly resolved.
  In the meantime, I am trying to find a way to formally respond to ****. Unfortunately, they do not provide any email address in their letter or on their website. I’m concerned that sending a physical letter may result in further delays and that phone calls do not provide a written record of my dispute or timeline of events.
  I'll continue to keep you updated as this develops.
  Best regards,
  **** *****

  Business Response

  Date: 05/08/2025

  Good day BBB Team,

  I hope you are well.

  Please note that we are already in contact of the customer and provided him with the confirmation that our accounting team has put the collections on hold.

  It appears that the letter was sent to the customer before he reached out to us regarding this issue.

  We will update the customer once again to ensure clarity.

  Thank you 

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

• Initial Complaint

  Date:20/06/2025

  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.

  Ordered a package from a US based company. DHL decided to lock out their employees before completing delivery and has refused to aid in refunds, tracking or made any effort to deliver the package. They have now marked it as delivered fraudulently, including admitting as much and provided a fraudulent proof of delivery. They refuse to tell me what third party now has my package, and refuse to refund me because I am in Canada.

  Business Response

  Date: 14/07/2025

  Good day BBB Team,

  Hope all is well!

  We have gone ahead and contacted the customer regarding this shipment.

  Thanks

  ******

  Customer Answer

  Date: 14/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  Your staff told the shipper that I had to file the claim, and now due to this failure to train staff properly he refuses to file the claim

  So due o your failure i can't get a refund, this is not good enough

  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 16/07/2025

  Good day BBB Team,

  Hope all is well!

  We have already informed the origin that the shipment is declared lost, now the shipper/account holder has to file a claim with DHL for refund.

  Thanks

  Customer Answer

  Date: 16/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  Due to them not properly training their employees they informed the shipper that I have to file the claim, which is blatantly false. Now he refuses to even answer my emails, so their negligence has caused this issue, and their policies make it unresolvable.

  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 17/07/2025

  Good day BBB Team,

  
  Hope all is well!

  Please be advised that the shipment has been declared lost and the customer has been advised to contact the seller to file a claim as there is nothing further required from our end.

  Thanks 

  ******

• Initial Complaint

  Date:20/06/2025

  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.

  I paid $50 CAD for domestic delivery within Canada. The package was supposed to be delivered on June 13, 2025. As of June 19, it still has not been delivered. DHL promised delivery within 48–72 hours starting June 16, but there have been no updates on their website, and their customer service is completely unresponsive. I have called several times, no one answers the phone, and email replies are either automated or nonexistent. This has caused significant inconvenience and stress.

  Business Response

  Date: 14/07/2025

  Good day BBB Team,

  Hope all is well!

  I would like to inform you that the shipment was delivered on June 30th, and its delay was due to the DHL Express strike.

  We sincerely apologize for the late response and any inconvenience this may have caused.

  Thank you for your understanding.

  ******

  Customer Answer

  Date: 14/07/2025

  
  
  Complaint: ********
  
  Dear BBB Representative,
  Thank you for your assistance in this matter.
  I am writing in response to the letter provided by DHL regarding my complaint.
  I must respectfully state that I do not agree with DHL’s response.
  My shipment, which was clearly marked and paid for as express delivery (costing $50), was delayed by over a month. This is an unacceptable delay for any express service, and DHL has not offered a valid explanation nor a fair resolution.
  Furthermore, the package contained a birthday gift from ***** ***********, which completely lost its intended purpose due to the delay. The emotional and practical impact of this situation was significant, and I find DHL’s lack of accountability disappointing.
  Therefore, I am requesting:
  A full refund of the $50 express delivery fee, which was not honored.
  Additional compensation for the inconvenience and emotional distress caused by this delay.
  I trust that BBB will assist in ensuring that DHL provides a fair and responsible resolution to this issue.
  Sincerely,

  ********* 

  Business Response

  Date: 17/07/2025

  Good day BBB Team,

  Hope all is well

  I will reach out to the customer and address their concerns

  Thanks

  ******

  Customer Answer

  Date: 17/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Hello,
  I am not satisfied with the response provided by the DHL team member.
  I am not looking for apologies — I am requesting compensation. She suggested discussing the situation over the phone, but I declined her offer.
  I insist that all proposals and discussions be conducted exclusively via email to ensure everything is properly documented.
  
  Sincerely,
  
  
  
  ********* **********

  Business Response

  Date: 21/07/2025

  Good day BBB Team,

  Hope all is well!

  I wanted to update you that we have offered the customer a $50 gift card as an apology from DHL for the delays and inconvenience caused. We are currently waiting to hear back from her.

  
  Please note that the delays were due to discussions between DHL Express and ****** regarding a new collective agreement, and it is important to highlight that DHL does not compensate for consequential losses.

  Thanks

  ******

   

• Initial Complaint

  Date:15/04/2025

  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 April 7, 2025, I shipped a package through DHL Express at ******* (** ******** *** ******** **) and paid $80 CAD. The shipment contained my passport and legal documents (value: $1000) and was sent to Washington, D.C. DHL accepted the package, took my payment, and said nothing about restrictions or a Letter of Indemnity. The next day, it was placed on hold and then returned to me without warning.
  I later learned from DHL that the package failed inspection due to sanctions, and they claimed I needed to submit a Letter of Indemnity. I was never told this upfront. DHL agents told me I was eligible for a refund and should go to the ******* location once I received the package. I did that on April 14. ******* staff said they needed a confirmation email from DHL to process the refund.
  I called DHL again. Two agents spoke directly with the ******* manager and both promised they would send the email in under an hour. I waited at the store for 4 hours. No email. No call. I called again and again — no one helped. I’ve been dealing with this for over a week, wasting my time and energy.
  Every time I call, I have to explain my case from the beginning because I get a new agent every time. I’ve spoken to at least 6 or 7 people. I’ve followed all instructions and still don’t have my refund. I’m asking BBB to help get my $80 back and hold DHL accountable for how poorly they’ve handled this.

  Business Response

  Date: 16/04/2025

  Good day BBB Team,

  Hope all is well!

  We will reach out to the customer and address their concerns.

  Thanks

  ******

• Initial Complaint

  Date:30/11/2023

  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.

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

  Bought two items of jewellery from Israel. They were sent Oct 26, 2023. DHL Canada attempted SMS to contact me. The seller informed me that the items were shipped. She had DHL Israel have DHL Canada call me direct. They made contact Nov 13. They informed that there is customs fee to be paid. I opted for self check out and Nov 15 the forms were sent to me. Nov 20 customs was paid and went to pick up the parcels from DHL. The parcels were not to be found.
  Later discovered they were sent back starting Nov 17. DHL Canada stated the seller requested them back. The seller did not. No memo could be produced, they said it was a private internal memo that the seller requested. She denies this. I spoke to customer care, company policy is to hold the item for 30 days. Nov 20 was still within this time frame. Then another rep stated the request for return was made Nov 7.
  The seller never requested return. If there was a request why was I called 6 days after the request and emailed customs forms 8 days after. Have still not recieved any delivery and am now on the hook for customs paid here and customs on return to Israel.

  Customer Answer

  Date: 01/12/2023

  1) The tracking numbers for the two items were ********** and **********.

  2) The CBSA payment was included already but have added it again. ** *** *** *** ******** ***********

  3) One final point of clarification Nov 7 called DHL to direct delivery of the items to the *** store on Dundas Street in Cambridge. This was a phone based service as I could not get in contact with an actual person. Two calls were made for each tracking number. Went to the *** store on both the 8 and 9 of November but they had no deliveries from DHL. *** is a 3rd party distributor for DHL as they do not have physical kiosks in the vicinity. 

  Business Response

  Date: 07/12/2023

  Good day BBB Team,

  I Hope all is well,

  I have opened a complaint and I will contact the customer directly to resolve this.

  If you have any further
  questions, please do not hesitate to contact me directly.
  
  Thank you for contacting
  DHL and best regards,
  
  Jill B.
  Executive Response and
  Customer Care Team Leader
  DHL Express Canada
  18 Parkshore Drive
  Brampton, ON L6T 5M1
  Canada
  
  Office Number:
  ###-###-#### ext# ****
  www.dhl.ca

• Initial Complaint

  Date:12/05/2023

  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.

  Waybill number: ********** 
  Sat around waiting since 1230pm today when my parcel updated to being on the truck for delivery. All duties and taxes have been paid and authorized signature release as well. 819pm said that I was unavailable and missed the delivery, but no one delivered the package?
  
  I had a package delivered EARLIER from DHL (different shipment) at 330pm just fine... I have cameras covering my driveway and door and no delivery person. **** ******* **** the driver did NOT attempt to deliver the package so just SAY THAT. They might of run out of time or whatever, * ***** ****** **** ** ** ****** *** don't tell me I wasn't home to sign for it when the delivery was never attempted.

  Business Response

  Date: 12/05/2023

  Good Day BBB Team,

  I hope all is well,

  I have opened a complaint and I have contacted the customer to advise them I am working to have this resolved at the soonest.

  If you have any further
  questions, please do not hesitate to contact me directly.
  
  Thank you for contacting
  DHL and best regards,
  Executive Response and
  Customer Care Team Leader
  DHL Express Canada
  

  Customer Answer

  Date: 12/05/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business and find that this resolution is satisfactory to me.