Business Profile

Freight Forwarding

DHL Express

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Complaints

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

Customer Complaints Summary

679 total complaints in the last 3 years.
202 complaints closed in the last 12 months.

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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:07/09/2025
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.
DHL has marked my package on hold on tracking. They have refused to provide any explanation other than it will be delivered today Three days of that same message on July 7, 8 and 9 with no updates. Theres a chat support *** named **** who was intentionally rude and purposefully unhelpful and just copy/pasted a response saying monitor the website 7-8times and refused to help.
Business Response
Date: 07/10/2025
July 10, 2025

Better Business Bureau
***************************************
*******, AZ *****

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 **********.

We have reviewed this matter with the DHL Management Team overseeing operation in the ****, ** area.

Our records indicate that this shipment did deliver on July 10, 2024 at 12:13 pm.

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

Sincerely,

*****
DHL Office of the President
Customer Answer
Date: 07/10/2025

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 do hope DHL communicates to **** as he was 99% of the reason for the complaint.

Regards,

****** *****
Initial Complaint
Date:07/01/2025
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.
The package is supposed to be delivered June 27. Normally we close 1PM, and DHL states delivery to business ends at 5PM, so we stayed open past closing time until 5PM to wait for this package because our customer is waiting for us to ship out an item in this package. We even stayed AFTER 5PM because we really need the package. The courier marked it 'Delivery attempted - consignee premises closed' when we were waiting the whole time. They did not even attempt delivery - my guess is that the courier was late so he marked it attempted WITHOUT ACTUALLY ATTEMPTING DELIVERY. I contacted customer **********************, they said it will be delivered the next business day before 5PM (even though I requested for 1PM, because they already missed their first date and we will have to stay after our closing hours to accommodate it), and filed complaint CS22521567. June 30 - 1PM and I still do not receive the package. 5PM and I still do not receive the package. I contacted customer ********************** and filed complaint CS22830350 and I let them know I will be filing a complaint with BBB if it doesn't arrive by 1PM the next day. They said they will attempt the next day and it is rescheduled for delivery June 1. Today is the next day and it is close to 1PM and I STILL DON'T HAVE THE ********** DHL : You need to hire more drivers if you say you will deliver before 5PM and are CONSISTENTLY late. Once in a while is fine, but this is 2 days in a row now that we had to wait for this. Today is the 3rd day we are staying past closing hours to wait for this package. This affects not only us, but our customers as well. We were expecting the package since Friday and we let our customers know when we can expect to ship their items when we receive it, but we can never receive it, no matter how many times we contacted customer ********************** about it.
Business Response
Date: 07/08/2025
July 8, 2025

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

RE: Complaint ID: ******** ****** Mo

DHL Express appreciates the opportunity to address our customers' concerns and sincerely apologizes for the frustration caused by issues related to tracking number **********.

The shipment,which arrived at the DHL facility in ***********, **, on June 27, was scheduled for delivery on July 27. The courier marked it as closed upon arrival.

An On-Demand Delivery (ODD) was submitted online on June 30 for rescheduled delivery for July 1, which prompted the courier to unload the shipment on the same day.

The *********** service station has determined that the courier was not at the correct business address on June 27.

They are going to address the cause of this error and ensure the courier is being cautious to prevent it from recurring on all future deliveries.

On behalf of DHL Express, we sincerely apologize for any inconvenience this situation may have caused you.

**** *******

DHL Express
Office of the President
Customer Answer
Date: 07/08/2025

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,

****** Mo
Initial Complaint
Date:06/30/2025
Type:Customer Service 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.
Today, June 30th I was attempting to send a package through DHL to another company. For the first pickup, DHL pickup driver showed up before my scheduled time, and didnt pick up my package. I didnt realize 10:30 AM actually meant 10 AM. Great! Might as well just show up whenever he wants. I put 10:30 because the package would be ready at 10:30. Of course, the DHL website DOES NOT alert you about anything related to the pickup. So the only way to find any kind of update is to call the customer ********************** ,which is an automated machine that cant actually help you. So you have to demand it connects you to a real person, in which it proceeds to connect you (after minutes on hold) to some underpaid worker from a 3rd world country that can barely understand the problem. Once my pickup is rescheduled, the next driver states that he cant take the pickup, because there are 2 packages on the same waybill, and you need separate labels for each, despite the fact multiple drivers before have accepted this. However, this directly goes AGAINST what the website tells you, which says to attach a copy of the original to the second package. The best part is, there is NOT ANY OPTION to print out the 2 unique labels on the website. The only option is to print the original label that says 1 of 2, and label them by hand (1/2,2/2). So once again, I am forced to call back the horrendous customer support, and after 20 minutes of getting transferred from clueless support agent to clueless support agent, I finally manage to get the second label and reschedule a pickup. Somehow, the last support lady tells me that pickups arent available in the morning, once again contradicting the website and what I had literally done a few hours before. Nothing is clear with DHL. One agent may tell you something is impossible and the next will do it for you. This company is borderline a scam and I have spent my entire day in a sea of useless customer support. Absolutely disgraceful company, never again.
Business Response
Date: 07/02/2025
July 2, 2025??

Better Business Bureau ??
*************************************** ??
*******, AZ *****

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

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??
Initial Complaint
Date:06/27/2025
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.
I shipped two packages from ****** to myself in the **. One package made it fine after the proper paperwork was submitted by DHL to US customs. The other package did not have the necessary paperwork filed with US customs to clear the package. It was returned to ****** after sitting too long in US customs. I spoke to several people with DHL and was told it was going to be returned to the US so the necessary paperwork could be filed and it could continue with the shipment. It was never returned to the ** and it was ultimately disposed of my Mexico customs. I filed a claim with DHL to be reimbursed for the $10,000 worth of tools and personal items in the container. I was told my claim was denied. I had several people tell me this happned because DHL failed to file the necessary paperwork. When I called customs to try and figure out the problem because I could not get any help from DHL I was told by US customs that DHL had to file the paperwork. So, now I am out about $10,000 because of their failure.
Business Response
Date: 07/07/2025

July 7, 2025?

Better Business Bureau ?
*************************************** ?
*******, AZ ***** ?
?
RE: Complaint ID # ******** ***** Aldred

?
?
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 Waybill ********** / Return Waybill **********.?

After review, the clearance management team advised that the paperwork required for customs clearance was not received for Waybill ********** and the shipment was returned under waybill **********.

DHL Mexico confirmed that the shipment could be recovered from local customs, however, additional paperwork will need to be completed and physically sent to the *********************** Please let me know if the customer is willing to comply with customs requirements and we will obtain and forward the documents that must be completed by the customer.

Once again, please extend our sincere apologies to our customer.??

Sincerely,?

Jessica
DHL Office of the President?
Initial Complaint
Date:06/24/2025
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.
On June 13, 2025 DHL Express picked up a package in ************, ********* that had to be delivered to my office in ********, ***Shipment fees had been paid to DHL to deliver the package within the next few days.The package contains samples of children's ******** of today, June 24, 2025, DHL still has said package in its possession and is requesting that I pay customs tax, even though DHL already acknowledge that the product is tax ********* fact, last week, ****** from DHL *************************** sent me an email saying that the invoice has been dropped.
Business Response
Date: 06/30/2025
June 30, 2025

Better Business
Bureau
1010 E Missouri
Ave.
Phoenix, AZ
85014

RE: Complaint
ID: 23511776 – Ximena Diego

DHL Express
appreciates the opportunity to address our customers' concerns and sincerely
apologizes for the frustration caused by issues related to tracking number 6576544004.

The shipment
arrived at our DHL facility in Brooklyn on June 16. However, it was held for
duty payment and released on June 24.

It was
discovered that an incorrect street number had been provided, which marked the
shipment as having a bad address. The address was corrected, and the shipment
was forwarded to the appropriate DHL facility.

The shipment
was finally delivered on June 27.

On behalf of
DHL Express, we sincerely apologize for any inconvenience this situation may
have caused you.

Cris Manzano

DHL
Express
Office of the
President
Initial Complaint
Date:06/22/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought an item from **** from a seller in *****. DHL delivery says it was delivered in June. I live in ********. DHL delivery tracking says that it was delivered in May to ************, **. I did not receive it. I don't want reimbursement from the shipper. I am asking for photographic proof of delivery, and for the shipper to contact the **** seller whose i.d. appears in one of the uploads with proof of delivery.Waybill number:********** Shipment Number:JD014600012087293261 Thank you
Business Response
Date: 06/24/2025
June 24, 2024

Better Business
Bureau
1010 E Missouri Ave.
Phoenix, AZ 85014

RE: Complaint ID # 23503837 –
Kenneth Conner

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 Waybill 6369979722.

Upon review,
our records indicate the tracking number 6369979722 belongs to a different
receiver and customer than the details provided by our customer. It appears the shipper may have inadvertently
provided them with the incorrect tracking number for the shipment.

We recommend
our customer reconfirms the tracking number with their shipper as they will be
in best position to assist regarding the correct shipment number or replacement
shipment.

Once again
please extend our sincere apologies to our customer.

Sincerely,

Katie
DHL Office of
the President
Customer Answer
Date: 06/24/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23503837, 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,

Kenneth Conner
Initial Complaint
Date:06/19/2025
Type:Order 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.
Today (06/19/2025) I had a package from ***** being delivered. I received a text with a link to the drivers location. Driver was 2 stops away and about an 8 minute drive from me when my package was marked as delivered. I checked the dhl website for the proof (signature was required) and there was a squiggle line where my signature shouldve been. YOUR DRIVERS ARE KNOWN FOR STEALING AND SINCE YOUR COMPANY ALLOWS IT AND WONT DO ANYTHING TO CORRECT THE PROBLEM I WILL BE TAKING LEGAL ACTION.
Business Response
Date: 06/25/2025
June 25, 2025

Better Business
Bureau
1010 E Missouri Ave.
Phoenix, AZ 85014

RE: Complaint ID # 23494363 –
Crystal Stargile

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 Waybill 1388926055.

This matter was
forwarded to the DHL Management Team that oversees the Denton, TX area to
review.

The shipment
was delivered to an incorrect address on June 19, 2025. DHL was able to
successfully recover our customers shipment and delivery was completed to the
correct address on June 24, 2025 at 4pm.

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

Once again
please extend our sincere apologies to our customer.

Sincerely,

Katie
DHL Office of
the President
Initial Complaint
Date:06/16/2025
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.
I have had repeated issue of signing up with DHL to release package without requiring signature. I have a ring camera so can see when dropped off and if any issues and even talk thru it. I was also home on numerous previous occasions including today. I received notice it would arrive today via text between *********. I even got an update via text at ********************************************************************************************* *****, ** which is at least 30 min from my house. At 1819 I got a text that they tried to deliver but no one was home. Absolutely untrue and the builders next door never saw a DHL truck, the ring never picked them up, and they never knocked. No attempt was made. I used DHLs chat and spoke to a **** who refused to help at all other than theyll make a 2nd delivery attempt tomorrow. I asked what if this just happens again as there was never an initial delivery attempt. He gave me a canned response of the website where to track. I asked if this is reported when I driver marks this without making an attempt. Same response of how to track online. I asked how I make a report. Same response. I asked how I report him as he seems to refuse to help. He said sorry there was nothing else he could do. I asked again how I make a complaint and asked if he was the only **** that works for DHL and he said he was but find that hard to believe for such a large company. He then ended the chat with no notice he was about to. This is atrocious service between drivers lying about delivery attempts and customer ********************** refusing any help.
Business Response
Date: 06/18/2025
June 18, 2025

Better Business Bureau
***************************************
*******, AZ *****

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 **********.

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

Our records indicate that this shipment delivered on June 17, 2025 at 11:10am.

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

Sincerely,

*****
DHL Office of the President
Initial Complaint
Date:06/15/2025
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.
Didnt get my package!
Business Response
Date: 06/15/2025

March 18, 2025?

Better Business Bureau ?
*************************************** ?
*******, AZ ***** ?
?
RE: Complaint ID #? ******** ****** Jones
?
?
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?
Initial Complaint
Date:06/13/2025
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.
DHL sent my business a package that doesn't belong to me.On the waybill number they put one of our vendors name on it, but the vendor confirmed that that shipment didn't come from them. The shipment I received was a persons personal neonatal testing kit. DHL said that package contained dresses( we are a clothing store) and now they are trying to charge me $695.70 to cover the customs fee on a package that clearly doesn't belong to me. They even picked up the package last week to deliver to the correct person but have not taken the charges off my account and have now suspended my account for non payment. I've emailed them several times and they don't follow up. My business is now directly affected since they suspended all DHL orders coming to my business.
Business Response
Date: 06/20/2025
June 20, 2025

Better Business
Bureau
1010 E Missouri
Ave.
Phoenix, AZ
85014

RE: Complaint
ID: 23465533 – Melissa Evans

DHL Express
appreciates the opportunity to address our customers' concerns and sincerely
apologizes for the frustration caused by issues related to tracking number
3272899792.

The shipment
has completed customs processing in Cincinnati and has incurred customs and
processing fees totaling USD 695.70.

You disputed
this fee, and as a result, your account has been placed on stop credit due to
non-payment of this outstanding fee.

In your initial
inquiries, you mentioned that the product received was different from what you
expected, although the shipper and recipient were the same based on various
shipment waybills you provided.

After further
investigation, we determined that there was a mix-up with this shipment. DHL
United Kingdom and DHL Italy are investigating the matter regarding a missing
prenatal testing kit related to your shipment with AWB 3272899792.

We have
communicated with the billing department about this error, and your account has
been credited for the amount of $695.70. Additionally, your stop credit status
has been removed.

On behalf of
DHL Express, we sincerely apologize for any inconvenience this situation may
have caused you.

Cris Manzano

DHL
Express
Office of the President

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