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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

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DHL Express has 90 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/12/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This is by far the worst experience of a company dealing with a customer. I work in customer ********************** and I deal with logistics often. They don't have ways to contact the drivers, that's a horrible business practice. The drivers are not held accountable for their actions. I have been expecting delivery for 2 days. I have been home consistently and the driver says they attempted delivery, but that is 100% false. There is a note on the door that says go to the office for access to the building. The driver did not do so. Day 2 I even left a note on the door myself to go to the office if they don't feel comfortable calling me. Another poor business model, they have no way to contact the client to make delivery. This note was also supposed to be put in the delivery instructions for the driver. This didn't happen. Less than 3 minutes after they marked the package as closed, I had run downstairs and was outside, they were not there. I immediately walked in the office and the driver never attempted to enter the office for access. I call the company to try and get them to reschedule for them to come back out or set for me to pick up today. The "supervisor" in escalations did not call as I was told, they sent a generic text saying they attempted (which was a lie) and they would try again Monday. What kind of supervisor is that, to not even call someone, but also not try to help me. Then to only send a dismissive text that didn't address the issue. I need it for today, that is unacceptable. I will lose money for the reservations made with the promise of this package either yesterday or today. I need this package today, not Monday. On top of that, I asked for the request to be sent for him to come back today, that never happened until many calls later. How will I be assured that this driver is going to actually fallow instructions on Monday to make the delivery and the same thing won't happen again. over and over and over... since the company has no way to contact its employees.

      Business Response

      Date: 07/17/2024

      July 17, 2024

      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 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 picked up on July 12, 2024 at 6:49pm.

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

      Sincerely,

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

    • Initial Complaint

      Date:07/08/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      As of last week I was supposed to receive my package. Since then it has been nothing but confusion and very unprofessional staff I have been dealing with.So as of right now I need them to refund me the cost of the package or I need them to do their job and act professional and find the package.The value I paid out was $188.76. I have spoken to quite a few people and it seems like nobody wants to be professional and do their job if that's the case then mail me out a check

      Business Response

      Date: 07/09/2024


      July 9, 2024

      Better Business Bureau  
      ***************************************  
      *******, AZ *****  
       
      RE: Complaint ID #?******** *********************;
       
       
      ********************** 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:07/08/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Package (tracking # **********) was delivered to the wrong address. DHL's picture of proof of delivery is not my address. A picture of my actual front door (along with an Amazon delivery to my front door) is attached.

      Business Response

      Date: 07/22/2024

      July 22, 2024


      Better Business Bureau  
      ***************************************  
      *******, AZ *****  
       
       
      RE:Complaint ID #******** ************************;


      On behalf of DHL Express, please extend our apologies to the customer and thank them for bringing this to our attention. This experience was certainly not indicative of the high service standards our customers deserve and expect. 

      Upon review of waybill **********, the local DHL Management Team overseeing the *********** area determined the shipment was misdelivered on July 8th. Efforts were successful in recovering from the incorrect address and completing delivery to *********************** on July 11th at noon.

      I can assure you that we reviewed this matter internally to prevent these types of situations in the future. We always seek areas of opportunity to improve our customer experience and thank you for bringing this to our attention. 


      Sincerely, 

      ***
      DHL Express 
      Office of the President 

    • Initial Complaint

      Date:07/06/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      DHL is refusing to deliver my package stating that they have made 4 attempts. This is clearly a lie as I received an attempted delivery notice 4 hours before the attepted delivery. Numerous attempts to contact them have failed. They are trying to make me pick up the package at their facilty rather than deliver it. Numerous attempts at their online site to change delivery options only generated do loops over and over again. Used their internet address only to be rerouted to another one that was not helpful.

      Business Response

      Date: 07/10/2024

      July 10, 2024


      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 8191303400.

      After review, our records indicate that this shipment was delivered on Tuesday, July 9, 2024 at 12:40 pm.

      We reviewed this matter with the DHL Management Team overseeing the ******* area to prevent similar situations in the future. ?We always seek areas of opportunity to improve our customer experience and thank you for bringing this to our attention. 

      Once again, DHL would like to apologize for any inconvenience.   


      Sincerely,


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

    • Initial Complaint

      Date:07/03/2024

      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.
      A vendor shipped product from ****** thru DHL express. tracking number **********. It was supposed to be delivered on Friday June 28th. They said that the business was closed which it wasn't as we kept our doors open waiting for this critical delivery. Then they were supposed to ship this Monday. Not only didn't but today is Wednesday and we haven't received this critical components that our customer is waiting for. This issue is costing us money and is permanently damaging our reputation with our customer. which could potential lead to the loss of a 100K account for us. We are extremely unhappy. The worse thing is that we can't get an answer from DHL on when we are receiving our package.

      Business Response

      Date: 07/10/2024

      July 10 2024  


      Better Business Bureau  
      *********************************************  
      *******, ** 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 6001840386. 

      This shipment has been delivered on July 8th at delivery address provided on the label. 

      We can assure you that this has been reviewed internally.  

      Our sincere apologies for any inconvenience and frustration this situation may have caused.  Our goal is to provide a world class customer ********************** experience to every customer.   

      Please extend our sincere apologies to our customer regarding this unfortunate incident.  


      Sincerely, 


      Mayra 
      DHL Office of the President 

    • Initial Complaint

      Date:07/03/2024

      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.
      Dhl informed me that my package was delivered July 1 16:36 pm. I contacted them immediately because there was in fact no delivery that was signed for. They told me give it 24hrs. I called on July 2nd I was told by **** a dhl rep ********************** that h*** be working on my case and he has to give them time to locate my package. I asked if I can have the address that the package was delivered each time I called dhl they told me they couldnt give it to me for saftey reasons. I was informed to give it time. When asked what toll happen on at hey d it loss I was told to contact the merchant for a refund Which I think is crazy because their company made the delivery. I contacted the merchant and theyre not willing to refund or reshoot because they were told by some at dhl that my package was delivered when it was in fact not

      Business Response

      Date: 07/10/2024

      July 10th, 2024 


      Better Business Bureau  
      *********************************************  
      *******, AZ 85014 
       
       
      RE: Complaint ID # ********  Dajahna T 
       
       
      DHL 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 our customer is still working directly with our ******************* to obtain a resolution.  The trace is currently active and a follow up is scheduled with our customer on July 10th. 

      We always seek areas of opportunity to improve our customer experience and appreciate the customer bringing this to our attention.   


      Sincerely, 

      Manuel 
      DHL Express 
      Office of the President 

      Customer Answer

      Date: 07/10/2024

      Its been 5 days of DHL trying to recover my package . I was told after day 3 of them not being able to recover it , it wouldve been deemed loss , and theyll update the system so that it isnt saying delivered. With it being considered delivered, the merchant isnt willing to provide a refund or reshipment. 
      The office located ********************************************************** is the office that sent my package out to be delivered . Theyre not updating the status or package or recovery per the conversation *******, DHL representative and I had . 
      he can be reached at **************************** 

      Business Response

      Date: 07/17/2024

      July 17th,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 2550943091.

      This matter was forwarded to the DHL Management Team that oversees the ************, ** area for review. Unfortunately, all efforts to recover the package were unsuccessful. 

      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,

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

    • Initial Complaint

      Date:06/29/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      DHL Order was shipped on June 20 , 2024.They cant provide an update on my delivery. Estimated delivery date was June 26, 2024 and everyday they move my delivery date up.

      Business Response

      Date: 06/30/2024

      June 30, 2024


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



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




      DHL Express appreciates being given the opportunity to research and address our customers' concerns.

      If you could provide the 10-digit DHL Express tracking number for your shipment, I will begin research immediately upon receipt.



      Sincerely,

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

    • Initial Complaint

      Date:06/29/2024

      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.
      My order should have been received by this company weeks ago with the following tracking number **********. No one can tell me anything and the package says its on hold. I can never speak to anyone including who has the package. It is said to be on a customs hold, but that cannot be confirmed by customs. Its nothing customs would need to be bothered. Holding. *** spent money and deserve to receive my package. They lying to the sender about the package.

      Business Response

      Date: 07/01/2024


      July 1, 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 7006099284.

      After review, our records indicate that the above referenced shipment was picked up in ********* on June 15, 2024. The shipment arrived at the DHL Service Center in ******** on June 17 and was immediately seized by U.S. Customs and Border Protection (CBP)/ ********** of ******** Security (DHS). 

      There are several possibilities in this situation: A) Customs completes their exam and releases the shipment back to DHL. In that case delivery usually occurs the next business day; B) Customs rejects the shipment for entry into the U.S. and orders it returned to the shipper; or C) Customs continues with the seizure, at which point they will contact the receiver in writing via the U.S. Postal Service within 30 days of the seizure with the next steps.

      Please understand that this is now beyond DHLs control as we have no control over U.S. Customs / ********** of ******** Security and they will not provide us with any additional details regarding the status of their investigation.

      Once again, DHL would like to apologize for any inconvenience.


      Sincerely,

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

      Customer Answer

      Date: 07/11/2024

      Hello,

      I recently received a response and for some reason you have assumed this has been resolved.  I have replied on multiple messages to BBB that this issue has not been resolved.  Not only that, I continue to get the run around from the business. I have received no updates and Ive spoke to both DHL and there customs area.

      Business Response

      Date: 07/15/2024

      July 15, 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 7006099284.

      After review, our show that the shipment was released by Customs on July 5 and was returned to the local DHL facility. Delivery was completed on July 8 at 4:19 pm.

      Once again, DHL would like to apologize for any inconvenience.


      Sincerely,

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

    • Initial Complaint

      Date:06/28/2024

      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.
      DHL delivered the item (musical instrument/cultural art purchased from Doongal Aboriginal Art in ******, *********) on March 26, 2024. The shipping charge of $220 AUD ($147 USD) included insurance. The driver informed us that the external packaging was damaged, took a picture of it, and said he would inform his company. He told us to contact the company (DHL) if the item itself was damaged, and then left. We opened the package, and it did have some cosmetic damage (scrapes and a *****). We sent pictures and descriptions of the damage to DHL, per their request. The vendor also put in a claim with DHL Last contact with DHL was 4/9/2024. Since then, no response. The vendor informed us DHL told him they had denied the claim. I think at least half of our shipping and insurance cost be re-imbursed as compensation, since they did not take responsibility for their own damages.Note: DHL has pictures and descriptions of the damage.

      Business Response

      Date: 06/28/2024

      June 28, 2024 

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

      The 10 digit return tracking/waybill 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, 

      Mayra 
      DHL Office of the President 

      Customer Answer

      Date: 06/29/2024

      Per DHL request, the airway tracking number of the item at issue **********. Thank you for the response.

      Business Response

      Date: 07/05/2024

      July 5, 2024 


      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 **********. 

      Our records indicate the above referenced shipment was sent under account number.  
      Any claim regarding ********************** tracking number ********** is the responsibility of the party that paid DHL for the shipping.  

      The account holder contracted with DHL Express to carry the goods and, under the DHL Terms and Conditions of Carriage, they hold all claim rights to the shipment. Therefore, it is the account holder who must file a claim. Since the customer paid the account holder and not ********************** directly, they will need to contact their vendor for any refund or replacement.   


      Once again DHL would like to apologize for any inconvenience.   


      Sincerely, 


      Mayra 
      DHL Office of the President 

      Customer Answer

      Date: 07/12/2024

      The vendor (account holder), has already informed us that they have rejected their claim, thereby demonstrating that DHL will not take responsibility for the damage it caused during shipping. If they do not take responsibility for that, then what is the charge for insurance for? This is not the characteristic of an honest, responsisble company

    • Initial Complaint

      Date:06/27/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      DHL DRIVER ALWAYS PURPOSELY GOES TO THE WRONG ADDRESS 4 DOORS AWAY FROM MY BUILDING AND HAVE CAUSED ME TO LOSE MULTIPLE PACKAGE. INITIALLY I THOUGHT IT WAS AN INNOCENT MISTAKE, BUT I CAUGHT HIM AT THE SAME BUILDING CLAIMING TO BE DELIVERING MY PACKAGES AGAIN. I EXPLAINED TO HIM THAT IT IS THE WRONG ADDRESS, HE ACKNOWLEGES ITS A MISTAKE YET HE KEEPS DOING THE SAME THING ? DOES HE KNOW SOMEONE WHO LIVES THERE AND DOES THIS PN PURPOSE ? NOT SURE. YESTERDAY AGAIN I MET WITH HIM HE WAS RIDE, HAD AN ATITTUDE AND WOULDN'T UNDERSTAND THAT HE KEEPS GOING TO THE WRONG LOCATION. TODAY I HAVE YET ANOTHER PACKAGE COMING AND NOW I SEE THAT HE IS REFUSING TO DELIVER CLAIMING ADDRESS IS WRONG. THERE ARE AT LEAST 4 OTHER DRIVERS WHO DELIVER TO THIS ADDRESS ONLY HE DOES THIS. TRACKING JUST TODAY IS ********** PLEASE ****** THE ADDRESS AND TELL ME IF IT IS CORRECT OR NOT

      Business Response

      Date: 07/10/2024

      July 10th,2024

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

      RE: Complaint ID: ******** Sofia ***** ******* *****
      .
      We apologize for the inconvenience faced while shipping waybill number **********.

      Our records indicate that the shipment was delivered on June 28th, 2024 at 2:14 PM.

      We can assure you that we will review this matter internally to prevent these types of situations in the future. We always seek areas of opportunity to improve our customer experience and thank you for bringing this to our attention.


      Sincerely,

      ******
      DHL Office of the President

    DHL Express is NOT a BBB Accredited Business.

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