ComplaintsforDHL Express

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Initial Complaint
04/18/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Dhl delivered my package to the wrong address. I waited for my package and when I saw it was stated as delivered, it was not by my front door. I went to the door within a few minutes of receiving the delivery alert just after 10 pm tonight. Tracking number ************. This package value is $444.91. This company needs to either retrieve my package unopened because it is a personal medical device that shouldnt be handled by others directly or refund my money back of $444.91. I gave exact information on which house was mine. ********************************************. Cream house with red shutters with light blue ***** civic on driveway. Directions were not followed and my package was given to someone else. Once they upload the proof of delivery, I can point out in the photo the photo is not of my house
Business response
04/26/2024

April 26, 2024

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

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

********************** 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 1377608105.

Our records confirm the consignee retrieved the misdelivered shipment herself.

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 regarding any inconvenience

Sincerely,

*******
DHL Office of the President
Customer response
04/26/2024

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
04/18/2024
Complaint Type:
Service or Repair Issues
Status:
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.
DHL driver forged my signature on a package when I was not home and left the package in front of my door for everyone to see and steal. Then I tried to report it online and DHL said nobody could follow up with me on a resolution. So theres no accountability. I have video proof too but I cant upload a video.
Business response
04/22/2024
April 22, 2024

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 4872211842.

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

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

Sincerely,

*******
DHL Express
Office of the President
Initial Complaint
04/15/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been waiting days. for a DHL Express package to arrive. I paid for express shipping. First the package sat at the DHL location for 2 days without moving. Today, I called DHL customer ********************** twice and they assured me it would be delivered by 8pm tonight which is a Friday night. I even got an email at 4:45 that the package was a few stops away. Then at 7:00pm I got an email saying delivery was attempted but no one was home. This is a lie and the driver is being dishonest. Weve been here all day. We have a ring video doorbell that videos everyone that walks up to our door or walks by our door and no DHL person was at our building today. I would like to know why DHL refuses to deliver my package and why they charge for express delivery when they dont offer express delivery.
Business response
04/24/2024

April 24th,2024

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

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

DHL Express appreciates being allowed to research and address our customer's concerns.

Please advise our customer that further details are needed to provide a 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 response
04/24/2024

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
04/11/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have an active discount for express worldwide shipments on my account that was not applied to my last invoice. See attached for what I was quoted versus the price I received on my invoice. I disputed the charge and received an email from ***************************** stating that they were unable to "process my request" and had to email my sales representative.I emailed my sales representative, *****************************, and he told me to contact the billing department because he did not have the authorization to make the adjustment. I emailed the billing department with my representative CC'd and now they're telling me that I was billed correctly even though I was quoted a significantly lower price.I would simply like this invoice adjusted to the price I was quoted so that I may pay it.Thank you,******
Business response
04/17/2024
April 17, 2024

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 **********.

Our Billing team has advised the credit was created and was applied to the invoice in question leaving a balance of $45.25, per the case notes the customer was sent a resolution email.

Please advise our customer that our Billing Team would need to be contacted to address cases like this matter. They can be reached at **************.

DHL would like to apologize for any inconvenience.

Sincerely,

Mayra
DHL Express
Office of the President
Customer response
04/17/2024

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
04/05/2024
Complaint Type:
Service or Repair Issues
Status:
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.
in regards to the shipment of my custom wedding dress from *****, *******, to ***************** for my wedding on April 7th.Despite DHL's mission statement to "connect people and improve their lives," I have experienced nothing but frustration and distress due to the complete failure of your company to fulfill its promise of timely delivery. According to your stated expected delivery date of Friday, April 5th, by the end of the day, my partner and I eagerly awaited the arrival of the package, only to receive a notification claiming attempted delivery due to "no one being home." This claim is both false and insulting, as we rearranged our schedules to ensure we were present at all times.Upon contacting your customer ********************** department just a few minutes after receiving this email notifications, I was met with indifference and insensitivity from the representative who handled my call. Despite my urgent circumstances and distress, she repeatedly dismissed my concerns, offering no solution and showing a complete lack of empathy. Furthermore, when I requested to speak with a supervisor for assistance, she kept saying well theres nothing I can do about it and hung up on me, compounding my frustration and exacerbating an already dire situation.Subsequent calls to your customer ********************** line yielded no resolution either. Another representative informed me that they were unable to intercept the driver en route or reroute the package to a service point, despite my willingness to drive anywhere to retrieve it myself. This lack of flexibility and empathy in such a critical situation is simply unacceptable. As a result of DHL's negligence and incompetence, I am now facing the devastating prospect of getting married tomorrow without my wedding dress. This failure has caused me immense emotional distress and has irreparably tarnished what should have been a joyous occasion.I demand immediate action to rectify this situation and ensure the timely delivery of my wedding dress.
Business response
04/08/2024
April 8, 2024

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

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

********************** 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 indicate that the customer was working with our Executive Response and ******************** team directly and this has alreadybeen addressed via that channel.

Our customer received the shipment on Sunday April 7 at 8:18 am.

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
03/31/2024
Complaint Type:
Delivery Issues
Status:
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.
An important document (my son's birth certificate) was sent from *************** to *******. DHL was supposed to deliver the package on Monday, March 25, 2024. The tracking # is **********. But it still has NOT been delivered. It appears that the DHL courier has misplaced the package. DHL is not doing a good job of finding the misplaced package. They are not taking this matter seriously. They have to find this package. This is a very important document. This is my son's birth certificate. Find the ****************** it to me ASAP. I need the document!
Business response
04/05/2024
April 5, 2024

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 Waybill 3622054925.

This matter was forwarded to the DHL Management Team that oversees the ******** area to review.Unfortunately, all efforts to locate the package were unsuccessful and has been declared lost.

DHL conducts business in accordance with its Terms and Conditions of Carriage. 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 Bill ** account holder. In this case, the claim rights belong to the shipper / account holder as they contracted with DHL to carry the goods. The customer would need to contact the shipper and any compensation to the customer would have to come from the shipper.

Once again please extend our sincere apologies to our customer.

Sincerely,

************************* for ***************************
DHL Office of the President
Initial Complaint
03/28/2024
Complaint Type:
Delivery Issues
Status:
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.
I received a notice that my package would arrive soon, I was sitting on my couch next to the front door, I then get a text message that the package was attempted and no one was home. I then get a text that the package will arrive today. When I chatted with an agent they told me the drive couldn't find the front door. Amazon, ********** ***** have never not been able to find the front door. The agent then disconnected the chat. I have no clue where my package is and called customer **********************. They were useless and told me to keep tracking on the website. Why can't I go get my package from a location like other carriers. Now I have to figure out how to get my money back because DHL drives lied and potentially stole my package.
Business response
03/29/2024
March 29, 2024

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
Initial Complaint
03/25/2024
Complaint Type:
Delivery Issues
Status:
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.
DHL wont deliver my $1200 package. Every time they put the package on a truck, I get an email that says "attempting delivery." Then they never deliver it and send me an email pretending it's my fault: "Delivery Attempted". (No signature required, contactless drop off allowed)EVERYDAY, I then have to sign back into their system and select another delivery date. I assume this is to ensure that as few people do this as possible so they can deliver the minimum amount of packages a day. Literal Gaslighting from a huge corporation. It's been 5 days of this. I need the package. You've seen their rating on BBB, how do they still have a business license?
Business response
03/26/2024
March 26, 2024

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
Initial Complaint
03/19/2024
Complaint Type:
Product Issues
Status:
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.
Waited all day for package ***********) to be delivered with signature. Instead of coming to house a text was sent I missed the package. This is completely untrue and I can prove it. My home is surrounded by cameras and not one DHL package or attempt to my residence. Because this package is very late I was forced to do a signature release. There is over $380 of merchandise to be delivered
Business response
03/21/2024
March 21, 2024

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 **********.

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 March 20, 2024 at 1:10 pm.

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

Sincerely,

*****
DHL Office of the President
Initial Complaint
03/14/2024
Complaint Type:
Delivery Issues
Status:
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.
This order Im expecting contains business attire used for my business. On Friday, March 8th my shipment was out for delivery. The delivery never came and indicated I wasnt home and available to receive the package. This was not true I was home and no one ever showed up as indicated on our security cameras.On Saturday the same thing happened.Monday they reported the address as being incorrect. This was not true. It didnt have a the apartment number but it was indicated in the delivery notes. Tuesday it was marked as not present to receive the package. Same thing as Friday and Saturday.Tuesday late afternoon I called customer ********************** and they scheduled the delivery for Wednesday to a partner carrier facility in my local area due to the issues with being delivered to my home address. Wednesday came along and it never went out for delivery so I called customer ********************** again. They were unable to help so I asked for a manager. The manager called me a few minutes later and stated that the package would arrive at the partner carrier facility today(Thursday the 14th) and would be available for pickup. I just received another update stating that I was not present to receive the package at the partner carrier facility which Im sure they never actually showed up to. So now Im not sure what to do from here. I would just like my business attire sooner than later. Any help would be appreciated.
Business response
03/18/2024

March 18,2024

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 6101181870.

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

Our records indicate that this shipment delivered on March 15, 2024 at 1:25pm.

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

Sincerely,

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

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