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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:06/27/2024

      Type:Customer Service 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 created a corporate account with ********************** on September 2023. At first the process of getting a quote and making a shipment was seamless. Then my customer ********************** rep went away. Since then, I have not had a regular rep. Ive probably had 5 to 7 reps in the last 6 months ,nor have I had a seamless transaction. Time and time again, calls go unanswered and messages are not returned. I have shipments waiting for a quote and cant get a rep to help me. I have customers who are getting upset because they don't have product that they payed for . Apparently all my calls to try to get a quote and make a shipment to fulfill my customer orders were too much for **********************. Today I got a call from DHL security saying that the contract is terminated because they simply don't want to deal with it . How is calling my freight carrier for a quote so I can make a shipment considered to much?? Mind boggling. I do not recommend this carrier and believe the company needs an overhaul from the top down.

      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 account number, address, or previous sales representative name. 
      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 

    • Initial Complaint

      Date:06/25/2024

      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 Express has lost my International package worth of $1000 and weighted more than 27 Kilograms. I found out from the tracking history of the package it has been delivered on 6/17/024 but I never received it . DHL tracking history is not showing where Package has been delivered. Later on 6/18/2024 when I tried to contact DHL customer **********************/ ***************************************************************** and non of the DHL representative had answers about where did they delivered it. I even tried to open a case for Investigation but I didn't get any answers about the address where it got delivered and I was told that they don't have address where it got delivered.I live in a secured neighborhood with personal Garage door camera and front door camera.I also have inquired about my package around my neighbors but no luck there either. I went to local DHL Service point at ******** (**************************************************************) I have been sent home with same story that they don't know where the package has been delivered.I explained local DHL employee that this package has something very important that has extremely sentimental value for me and this is the reason I have decided to use "esteem" DHL Express service so that that sentimental items can reach safely to me after paying premium packages Cost for Express shipping delivery.My ask to DHL are:-I want to know where did they deliver the package. -I want compensation from DHL Express for my valuable items what are lost now.-I want DHL Express to reimburse my premium express shipping cost for losing my package.

      Business Response

      Date: 06/28/2024

      June 28, 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 1966155026.

      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 the shipment 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,

      *****
      DHL Office of the President

    • Initial Complaint

      Date:06/23/2024

      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.
      Package was returned to sender back in the ************** and they are still asking me to pay the customs on the package in the amount of: $1,092.59 USD.This package had delivery refused and we will not be paying customs import fees that DHL did not need to pay as the package was returned to sender and taken back out of the country.If DHL paid these fees in advance they need to file a refund with US customs as we do not have access to any of these records, nor had we ever agreed to pay these customs charges and demanded it was returned to sender for many days before it actually was.We have opened a billing dispute with DHL a few weeks ago and have not heard back and now the billing department is threatening to send this to collections.There is no reason we would pay customs on a package that we refused delivery for and it was returned to sender outside of the country.

      Business Response

      Date: 07/03/2024

      July 2, 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 operations team has confirmed this shipment was not delivered and was processed for return. 

      The billing team has also confirmed the invoice has been credited in full due to this matter.  


      Once again DHL would like to apologize for any inconvenience.   


      Sincerely, 


      Mayra 
      DHL Office of the President 

    • Initial Complaint

      Date:06/20/2024

      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.
      I purchased a variety of items from ***** for an upcoming cruise. The package arrived at ************************************************************* facility on June 9th and sat there. The GUARANTEED delivery date was June ***** so I just let it go and assumed my package would arrive on time. By Friday, June 14th, the package still had not moved from ************************* but DHL was already closed for the weekend so I could not reach out to a representative. By Monday, I contacted their customer ********************** and found they had lost my package. They told me there are no physical scans of the package so they would reach out to other warehouses to search. They still have not found it or expressed any remorse or accountability. They have not assured me on how they can alleviate this problem.

      Business Response

      Date: 06/26/2024


      June 26th, 2024

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

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



      Once again, 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 1673494491.

      After it was brought to DHLs attention the customer had not received their shipment,attempts were made to locate and recover the shipment. Unfortunately, all efforts to locate and recover the package were unsuccessful and the shipment was declared lost. 

      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 Office of the President

    • Initial Complaint

      Date:06/17/2024

      Type:Product 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 not delivered my items on time. They did not drop off the items, and stated I was not at home. I was at home. Last time they did this, it wasnt until the 3rd day that I had to go to a pick up location an hour drive. The customer ********************** representatives were rude and condesending. I did not get service rendered, Talked to a manager named ****, she was very rude, and kept talking over me. Also when I requested her manager, she said she was the final point of contact. I cannot reach out to corporate or anyone higher than this person. DHL is a scam, they dont deliver the packages, they have them sent to their issue point far away so the customer cannot pick it up. Then they send the package back. They then keep the money and blame the customer.

      Business Response

      Date: 06/18/2024

      June 18, 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:

      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 Answer

      Date: 06/18/2024


      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.

      As requested the following tracking numbers that they need. I was at home waiting by the door, and didnt see any attempt from the driver to try and reach out, no knock, no buzz, absolutely nothing.

      Tracking ID: **********
      Tracking ID: **********


      Regards,

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

       

    • Initial Complaint

      Date:06/17/2024

      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.
      I ordered products from ***** to be delivered by DHL and got an alert that my package was delivered but it was not and the picture in the delivery proof was not my home. DHL marked the package successfully delivered. When I contacted them they stated they would attempt to retrieve my package from the home it was delivered to. They contacted me and said they were unable to retrieve it but kept it on the tracking as successfully delivered. ***** will not refund me because of this and now DHL has stopped all contact with me and will not answer me to get this fixed so I am out over $400 because of DHL's negligence. Now they have removed the delivery picture off of the tracking info because they know they delivered it to the wrong home.

      Business Response

      Date: 06/19/2024

      June 19th,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 **********.

      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:06/16/2024

      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.
      I ordered sneakers from ****, and I get a email stating it had been delivered to my lobby on 6/5/24 with tracking number ********** at 11:45am by a DHL driver. I called my wife to see if anyone rang our bell to notify her of a delivery, and she tells me no. I am thinking maybe he has not dropped it off and marked it delivered, so I will check after work at 5pm. I get home to find nothing anywhere in my building, and I then start to ask all my neighbors and super, and nothing! At this point I am getting upset cause I cant find sneakers I spent $200 on! I look at my email DHL sent me with proof of delivery, and to my shock and disbelief they have a picture of a lobby they left my package that is not my lobby or building!!!! I contact DHL chat and they dismiss me right away!!! I go to Goat and file a claim through them to get today 06/15/24 that they denied my claim of my lost sneakers!!!! This is the second time DHL does this to me, and I will not lose my sneakers or money, cause their drivers dont know where they are leaving packages!!! I would like a refund for my lost and stolen item at this point!!!! Bad business and service!!!

      Business Response

      Date: 06/20/2024

      June 20, 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 **********.

      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 the shipment 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 / account holder and any compensation to the customer would have to come from them. 

      Once again please extend our sincere apologies to our customer.


      Sincerely,

      *****
      DHL Office of the President

    • Initial Complaint

      Date:06/13/2024

      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.
      I have a huge issue with DHL, they have been giving me the run around for losing my package of shoes that I was really looking forward to receiving. They lied to me telling me before that my package was expected to be delivered to me on the 23rd of May this year and they never arrived, however I called customer ********************** and gave them my tracking number and wanted to see what the issue was and I spoke to a customer ********************** rep by the name of ****** she told me I had to wait two days for them to investigate on why my package wasn't delivered, so time goes by and finally I heard back from her and she told me that they had found my package...apparently they were lost in transit according to what she had told me two days later and that they found them so again im patiently waiting for when they would send me my package knowing that they finally found them so she tells me that they will be shipping my package out on Monday June 3rd and would be delivered on June 4th which is today and still nothing was delivered today and now im just very frustrated and livid at this point so I call them again today and they tell me that they have no information on my delivery order and I have had it up to here continuing to wait for them to tell me the same thing over and over again and its been almost two weeks.

      Business Response

      Date: 06/17/2024

      June 17, 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:

      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:06/11/2024

      Type:Sales and Advertising 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 a 50% Father's *** discount code listed on their website (screenshot attached). I followed all the instructions-- in store, using a credit card, accessed from a computer. When I went to pay, there was no place to enter the discount code. I contacted customer ********************** on the chat, and they said they didn't know how to enter it. I had to pay full price. I emailed the company and told them I'd be contacting the BBB if they didn't respond. This is false advertising. I would like $36.90, which is 50% of what I paid. I would also like them to either remove the promotion or fix the payment screen to include a space to enter coupon/discount codes.

      Business Response

      Date: 06/11/2024


      June 11, 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 

      Customer Answer

      Date: 06/12/2024

      Hello-- I didn't have any other option to send the tracking number, but I didn't want to respond with something as aggressive as "I do not accept your response." This is just more info, not a rejection. So if I can provide that here, my tracking number is 9070742203. I used Sunrise Postal Service in ******, **, and this happened on Monday 6/10 around 11 am. I had also called customer ********************** twice (I think), and I was shuffled around from person to person without getting any answers. Every service rep was very polite, for the record. 

      Let me know if you need more details. 


      Thank you-

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

      Business Response

      Date: 06/13/2024

      June 13, 2024 

      Better Business Bureau  
      ***************************************  
      *******, AZ *****  
       
      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 the shipping experience with DHL Waybill 9070742203. 



      The website offers to ship in-person at one of our DHL Express Service locations by using the promo code: DADSAVE50 with a button to find a location where the discount code can be applied. It shows all DHL Express Service locations in ***************** and the five DHL Express Service locations in the state of ************* (three in ******, one in **********, and one in ***********).

      The customer sent the shipment through a ********************** Partner (Sunrise Postal Service located on ********************************). These partners offer a variety of shipping services including DHL and their final pricing already includes a discounted rate for DHL Shipping Services. Please note additional DHL discount codes do not apply to DHL Express Service Partners.

      This matter was also reviewed with our ***************** Team, who confirmed our discount codes are only to be applied for DHL Express Service locations with front counters offering solely DHL services for shipping and not for partner locations.


      In light of the circumstances surrounding this shipment, DHL Express will process a onetime goodwill gesture in the amount of $40 of the shipping charges. The check will be mailed to the address the customer provided in the ******************** Complaint.Please allow 2-4 weeks for the check to arrive via postal mail. 

      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 Office of the President 

      Customer Answer

      Date: 06/27/2024


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********. Although I wouldn't call this resolution satisfactory, there is not much else I can do. I hope that they clarify the terms of this discount on their website-- and not in fine print after clicking through a labyrinth of links-- or they can expect more complaints like mine. I will not choose to use DHL in the future; I only used it this time because my recipient required it.

      I consider this complaint resolved.

      Regards,

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

       


    • Initial Complaint

      Date:06/10/2024

      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.
      They have my medication that was shipped to me and was supposed to be delivered by May 31st according to their tracking info however its been sitting for 2 weeks with them and I can not get a refill because its a controlled substance. So I am screwed and have no recourse of action until after 30 days. I need my medicine. I have tried calling only to be placed on hold for over 30 minutes and no one has called me back even after choosing the option to have someone call me back.

      Business Response

      Date: 06/11/2024


      June 11,  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:

      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

    DHL Express is NOT a BBB Accredited Business.

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