We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Freight Forwarding

DHL Express

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

Find a Location

DHL Express has 90 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 676 total complaints in the last 3 years.
    • 193 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/24/2025

      Type:Service or Repair 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.
      My issue is that I imported goods from ******* (The country) that passed all ITAR, CBP rules, and sanction laws, and DHL is now holding my personal property due to misconstruing their own internal rules on "prohibited goods". In the context of this, related to weapons and ammunition - neither of which my items meet the criteria of in any legal context. My items were processed and accepted by CBP and DHL is withholding my property from me, after I, the shipper, and otherwise coordinated for months to have my things explicitly legally imported.

      Business Response

      Date: 07/28/2025

      July 28, 2025


      Better Business Bureau  
      *********************************************  
      *******, AZ 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 the shipment was tendered to DHL in ******* on July 16, 2025. Upon arrival into the **, the shipment was stopped and referred to DHL Security as the shipment was found to contain firearm parts /attachments. This is a Restricted Commodity that requires approval to ship. The shipper in ******* does not have the necessary approvals. DHL Security is working with the team in ******* to determine appropriate action.

      DHL Security is in contact with our customer and has fully explained the situation.

      Once again DHL would like to apologize for any inconvenience.   


      Sincerely, 


      Katie 
      DHL Office of the President 

      Customer Answer

      Date: 07/28/2025


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this answer from them would be satisfactory to me so long as they in good faith find a reasonable resolution to this issue, and  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

       

      Id also like to note the complaint to the BBB was sent before a reasonable response/some level of clarity form the security team was eventually provided to me which I also found acceptable in this regard. 

      Regards,

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

       


    • Initial Complaint

      Date:07/21/2025

      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 pair of sandals that was shipping from ****. The shipper was located in ******** and used DHL to ship the package. My package was supposed to be delivered on July 11th. I noticed my package has been sitting at ******** gateway customs since July 9th. I called to find out what was the status of my delivery and was told, a tracer was being done and someone would follow-up. The same auto generated email has been sent to me everyday for a week saying the same thing. Someone would follow-up up the next day by 5pm. I have yet to get resolution. Everytime I call customer **********************, I am told that I have to be patient. I think its very unfair that my package was stolen or misplaced and Im told to be patient with no answers. At this point Im frustrated and filing a complaint against this company.

      Business Response

      Date: 07/25/2025

      July 25, 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 July 25, 2025 at 1:07pm.

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

      Sincerely,

      *****
      DHL Office of the President

      Customer Answer

      Date: 07/25/2025


      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,

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

       

    • Initial Complaint

      Date:07/19/2025

      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.
      On Saturday, July 19th, my shipper with DHL, the delivery driver didn't attempt to deliver my package. My package was shipped through *****. The delivery driver delivered my package to ***** Overgoods instead of my address. The shipping label was good and my address was deliverable. Now, my shipper is demanding that I pay 100 dollars for the label and redelivery. I don't feel like I'm liable.

      Business Response

      Date: 07/21/2025

      July 21, 2025


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



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


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

      The records show that tracking ID #************ was shipped with ****** Please advise our customer that this matter will need to be resolved with ***** as DHL Express has no involvement in the shipment.

      Thank you for contacting DHL Express.    


      Sincerely,

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

      Customer Answer

      Date: 07/21/2025


      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,

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

       

    • Initial Complaint

      Date:07/15/2025

      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.
      Ordered an item through website **** and was advised that the package was shipped on 3 July 2025. Kept checking the tracker and the status remained the same on their vague tracker. Finally contacted the seller on 14 Jul, who was told by DHL that the package was still in their origin facility. The reason they gave for this was that it may have missed being scanned on several occasions. Only because the seller contacted them did they locate the package to scan and finally send on its way. I had hoped to receive the package before I flew out of town on 16 Jul, but now that package will arrive after that date and the item will not be needed. I have had delay issues with DHL in the past and avoid them if at all possible. I don't know how they can be so negligent as to miss a package for ten days, and only notice when brought to their attention as shipping item is what they're in business for.

      Business Response

      Date: 07/18/2025

      July 18, 2025

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

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

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

      Could you please provide me with the 10-digit DHL Tracking number?

      I will contact the local DHL Country where the shipment is currently located and will inquire with them status of the shipment.

      **** *******

      DHL Express 
      Office of the President

    • Initial Complaint

      Date:07/15/2025

      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 am filing this complaint because DHL Express has failed to resolve a post-entry correction claim nearly two months after the promised 30-day review period. The issue arose when DHL misclassified a shipment sent to me (Case ******** / D24260541 / AWB **********), labeling it as "clothing" when it was actually fine art. This misclassification led to an incorrect and excessive duty charge of $2,914.63. I immediately filed a correction request, and on May 17, 2025, DHL confirmed that the case had been escalated to their Post Entry Correction team. At that time, they stated the review process would take up to 30 days.Despite this timeline, and despite my multiple follow-ups on June 16/17 and July 15, the case remains unresolved. DHLs responses have been vague and repetitive, offering no explanation for the delay and no clear timeline for resolution. I have been more than patient, but the lack of transparency and accountabilityespecially for an error they madeis unacceptable.I am requesting that DHL immediately complete the correction and issue the refund owed to me. I would also like a specific update on the status of my case and a commitment to resolving the issue promptly. I am turning to the BBB because my attempts to resolve this directly with DHL have gone nowhere, and I hope this formal complaint will help move the process forward. I am attaching the relevant email chains for the claim for reference.

      Business Response

      Date: 07/18/2025

      July 18, 2025

      Better Business Bureau 
      ******************** 
      *******, AZ 85014 

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

      DHL Express appreciates the opportunity to address your concerns and sincerely apologizes for the frustration caused by issues related to your AWB **********.

      We have inquired with the billing department regarding your inquiry.

      They have stated that they are working with the gateway team and will inform you of this progress, discussing the matter directly with you.

      If you have any questions, please feel free to reach out to the billing department at phone ************.

      **** *******

      DHL Express 
      Office of the President

    • Initial Complaint

      Date:07/10/2025

      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 called DHL yester to confirm why I have not receive my order. They confirmed the address was wrong, I then gave the correct address to the representative and she assured me that it would be delivered today. I check the tracking information and it states further information was needed. So I called customer ********************** again and they state the delivery was not made due to no zip code they had phone number and full address city and State that is not a valid excuse and no one reached out to confirm anything. I truly not happy about the

      Business Response

      Date: 07/14/2025

      July 14, 2025

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

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



      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 and we can assure you that we reviewed this matter internally to prevent these types of situations in the future.

      Our records indicate that the shipment was delivered on July 14, 2025 at 1:27pm.

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

      Sincerely,

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

    • Initial Complaint

      Date:07/10/2025

      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 July 7, 2025, DHL was scheduled to deliver my package from ****** to my confirmed and correct address. Instead, they falsely claimed the address was incorrect and placed the package on hold. When I called to resolve the issue, I verified with their representative that the address on file was in fact correct proving their initial excuse was baseless.DHL then promised delivery by end of day July 8, which did not happen. They promised again for July 9, and again failed to deliver. As of today, the package remains on hold with no clear resolution.The representatives I spoke with were dismissive and rude, providing inconsistent and misleading information throughout. This conduct appears to violate their duty of good faith and fair dealing under general contract principles (UCC *****). Additionally, under the ************************ Act (15 U.S. Code 45), false or misleading practices that cause harm to consumers can constitute an unfair business practice.I relied on DHLs promised delivery dates to prepare for an upcoming trip, and their repeated failures and unprofessional conduct have caused me undue stress and inconvenience.I request immediate delivery of my package to the correct address, an explanation for the delays and false statements, and assurances this will not happen again.Thank you for addressing this matter promptly.

      Business Response

      Date: 07/15/2025


      July 15, 2025 

      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 8227358753.  

      We have reviewed this matter with the DHL Management Teams overseeing the ****************, ** area internally to prevent these types of situations in the future.  The driver thought it needed an apartment number. 
      Our records indicate that this shipment delivered to our customer on July, ******* at ******. 

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

      Sincerely, 

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

    • Initial Complaint

      Date:07/09/2025

      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.
      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:07/09/2025

      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.
      My boxes were going to a friend as a gift. I shipped these items with DHL assuming the understanding that they would arrive sharply in a few days. The items are chips. They are not able to be found in ********* and they have now bounced between ***, AU, **, and back to **. I have talked to DHL, numerous times with getting new tracking numbers, being told that they were returned to sender (me) and I have yet to receive anything, I guarantee the chips are damaged by now, as they have been opened, inspected, and bounced thousands of miles back and forth. I would like a full refund on all shipping charges, as well as any future charges that may incur due to traveling around the world 2x. I also would like a full refund on the purchase price that I paid for these items. I can provide receipts if necessary.

      Business Response

      Date: 07/15/2025

      July 15, 2025

      Better Business Bureau  
      ***************************************  
      *******, AZ *****  
       
       
      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 AWB 1854350772. 
      After review, our records indicate this shipment was recalled by US customs for physical examination and the shipment was returned to our LAX gateway under DHL AWB **********.
      We would like to take this opportunity to explain that while DHL enjoys the benefits of good relations with Customs & State Border authorities around the world, we are unable to directly influence or intercede with any decisions they may make regarding reassessed values, clearance times,or procedures.  

       Any claim must be filed directly on our website via ************************************************************************************************************************.

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


      Sincerely, 

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

    • Initial Complaint

      Date:07/08/2025

      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.
      Tracking ********** as you can see this package is on hold for the customs for weeks I was told someone from dhl would contact me Im attaching shipment status currently and email I received from dhl cs. Shipment is still stuck in customs and theres no update

      Business Response

      Date: 07/11/2025

      July 11, 2025

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

      RE: Complaint ID: ******** Alina ******************************* appreciates the opportunity to address our customers' concerns and sincerely apologizes for the frustration caused by issues related to tracking number 9249113031.

      The shipment was held at the DHL Italy gateway due to the name listed on the waybill and invoice, which was stated as incomplete.

      The ****************** has received the photo ID, which lists *** ******, who is the same person as ***** *.

      Unfortunately,due to the discrepancy in the name, which does not match the shipping label,the DHL Office in ***** had to return the package to the shipper in ******

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

      **** *******

      DHL Express 
      Office of the President

    DHL Express is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.