Complaints

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

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• 

  DHL Express

  1910 W Rio Salado Pkwy Tempe, AZ 85281-2160

• 

  D H L Airways Inc

  19 Computer Drive E Albany, NY 12205

• 

  D H L Global Forwarding

  11850 8th Ave S Ste 800 Seatac, WA 98168

• 

  DHL Express (USA), Inc

  3655 W Sunset Rd Ste E Las Vegas, NV 89118-3933

• 

  DHL Express

  145 Plantation Cir Naples, FL 34104-6443

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/19/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tracking Number: ********** My package was supposed to be delivered Jan. 18. The driver did not attempt to deliver the package. I watched from my window as the driver got out of his car, looked around, and drove off. Then I received a message after the driver drove off saying no one was home to deliver the package when the driver did not attempt to deliver the package to begin with. Then my package was supposed to be delivered Jan. 19. I selected signature release so the driver could drop the package off if I wasnt home. Ive been home all day and I get another email from the driver saying that I wasnt home to receive the package even though I selected signature release. My package should have been dropped off. This is not acceptable. DHL drivers arent even attempting to deliver packages as they should. Now I have to wait until Monday Jan. 22 for my package to be delivered. Im skeptical if it will even be delivered after this fiasco with the driver not attempting to deliver.

  Business Response

  Date: 01/24/2024

  January 24, **** 
  
  
  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 7593257033. 
  
  After review, our records indicate that this shipment was delivered on Friday, January 19, **** at 5:24 pm. 
  
  We have reviewed this matter with the DHL Management Team in ******* 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. 
  
  Once again, DHL would like to apologize for any inconvenience.   
  
  
  Sincerely, 
  
  
  *************;
  DHL Express 
  Office of the President 

• Initial Complaint

  Date:01/19/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I shipped a package to my friend in ******. Originally on the phone, based on the exact measurements and weight (I had this all previously measured and weighed) that the price would be about 170$ via the customer ********************** representative on the phone. When I went to drop off the package, the total ended up exceeding the original quote, even though nothing had changed about the package. This was including the 40% "discount" they were offering for the holidays. They promised me an arrival date of 3 days, and it took closer to 3 weeks. When I attempted to address the issue with customer **********************, I was given a very unprofessional and rude email in response; Customer ********************** representative decided to close my trouble ticket without addressing the problem or providing a sufficient solution. There were multiple delays caused by DHL by them not transmitting the necessary information to the receiving DHL office. When my friend went to pick up the package from the DHL office, he was extorted additional funds to release the package, even though the package had already been paid for.

  Business Response

  Date: 01/23/2024

  January 23rd, 2023
  
  Better Business Bureau
  **********************************
  *******, ** *****
  
  RE: Complaint ID # ******** ***********************
  
  
  
  DHL appreciates being allowed 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 **********.
  
  After review, it was indicated that this shipment was issued duties and taxes at the destination. Each country has its own rules and guidelines when it comes to assessing the duty and taxes when a shipment is entering their country. These are always the responsibility of the receiver
  
  In regards to the pricing, Shipping charges are based on the actual weight of the package or the dimensional weight (size of the package),whichever is greater, and any cost estimate before the package is tendered to DHL may not reflect the final billed charges. Our customer can always obtain a quote online at *******************************************************************************************************.
  
  Once again please extend our sincere apologies to our customer regarding any inconvenience
  
  Sincerely,
  
  ******
  DHL Office of the President

• Initial Complaint

  Date:01/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to report an issue with a recent delivery with DHL. The package was supposed to be delivered by DHL w/ signature on Wednesday, Jan 3rd, but it never arrived and I did not sign for its delivery. The signature confirmation is a straight line I have attached several video recordings as evidence of the incident. Additionally, I have recorded other videos before and after the incident on the same date. Please find the links to the videos below: DHL Arriving Video: *********************************************************** DHL Departing Video: *********************************************************** Other Videos Recorded ************** on the Same Date:*********************************************************** Video demonstrating what occurs when the doorbell is rung.*********************************************************** I have requested that DHL investigate this matter and let me know what actions can be taken to resolve this issue. I was advised that they do not have the package in their possession and there is nothing that can be done to resolve the issue.I asked them as part of their investigation could they have the driver come back out, maybe then visually he would recall where the package was delivered . The DHL rep declined the request.I asked them if they checked to determine if this driver has a high instance where the signature is a straight line, but ******* also declined. ******* stated that they don't have my package and there was nothing that they could do.******* suggested that I contact the shipper, which makes no sense since the shipper is not where issue occurred. There has been no accountability from DHL to thoroughly investigate the matter and arrive at an amicable resolution.

  Business Response

  Date: 01/22/2024

  January 22nd,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 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

• Initial Complaint

  Date:01/16/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DHL say they delivered the package to me but I never received it. Then I called DHL support. DHL customer ********************** Tailisa emailed me back after a very long investigation saying that a security guard named ******************************* signed the package. I called the building and never found who that person was. DHL COURIER NEVER CALLED ME. They just give my package to a stranger. My package worths $3k dollars. I called my vendor and they agreed to ship a new package for me. I called DHL several times to confirm it will be delivered to my address and I will be the only one to sign the package. Same thing happened to me. DHL never called me. The courier delivered to another security guard named *******************. None of the packages delivered to me !DHL has no right to give my value to someone else. I called **************************************************** but they never did.

  Business Response

  Date: 01/17/2024

  January 17,2024
  
  Better Business Bureau
  **********************************
  *******, ** *****
  
  RE: Complaint ID # ******** Fei Ji
  
  
  
  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:01/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 3, ****, I went to the DHL Express in ********, ******, to ship compression socks and arthritis/inflammation vitamins to my uncle in *********, ********. When I was in the process of shipping, the DHL employee shared I could not send the vitamins I bought because the *** did not approve them, and ******** would not accept such an item. I complied, removed the vitamins, and only proceeded with the compression socks, ******************** shoe inserts, and compress knee brace - all these items the DHL employee confirmed I could send. Then she also confirmed that the DHL pick-up office was available in *********, ********, and therefore, my uncle could be notified about the package, and he would pick it up from the location instead of having it delivered to his home. I agreed and sent the package to the Medhin Building Ground Floor, DHL Express Pick-up, *********, ********. I was asked for a payment of $282.02, and I asked for insurance on the package for a value of $150.00. I paid a total of $282.02 to *************** the package. I received notice that the package had cleared customs in ***********, ********, on January 7, **** (see attachment). On January 9, ****, I received a call from my uncle that the DHL in *********** and the ********* customs require my passport (the sender's) to deliver the package to him in *********. DHL US never communicated providing my passport would be a requirement before they could send it to ********* for final delivery. DHL US only shared that my uncle would need proper identification to receive and release the package when it arrived in *********. Furthermore, DHL ******** told me that providing your sender's passport at customs has been required for a year and a half. Therefore, DHL US is responsible for knowing and disclosing customer information before sending packages and paying for services. I have tried multiple times to call DHL US to resolve this issue and have been unsuccessful. I am seeking a full refund and insurance.

  Business Response

  Date: 01/22/2024

  January 22,2024
  
  Better Business Bureau
  **********************************
  *******, ** *****
  
  RE: Complaint ID # ******** Mazgab *****
  
  
  
  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 Teams overseeing the ********, ** area internally to prevent these types of situations in the future.
  
  While we endeavor to remain abreast of changes to Customs regulations in each of the countries we service, these can change at any time.
  
  Our records indicate the shipment is currently held for Customs Processing in *********** and that the receiver has been informed of the documentation necessary to proceed with customs entry.
  
  Once again please extend our sincere apologies to our customer regarding any inconvenience
  
  Sincerely,
  
  *****
  DHL Office of the President

  Customer Answer

  Date: 01/25/2024

  Thank you for your attention to this matter. I am writing to express my dissatisfaction with the response from DHL ******** regarding the shipment to ********. I reject their explanation due to several critical issues:
  Lack of Upfront Disclosure: DHL ******** failed to disclose essential requirements for shipping to ********. Specifically, they did not inform me that the receiver needed to present the sender's passport before delivery, a requirement enforced by ******** for the past year and a half. 1Misrepresentation of Information: DHL ******** and DHL ******** did not communicate that the receiver had to pay taxes and duties in *********** before proceeding to *********. This crucial information was not disclosed upfront, leading to complications as the receiver does not reside in ***********. False Claims of Non-Compliance: DHL ******** falsely asserted that the receiver was not providing necessary documents for customs entry. In reality, the receiver has not even received the package, contradicting DHL's claims. Inconsistent Customs Status: The package's customs status changed abruptly without reason on January 10, ****, after initially passing customs on January 7 and January 9, ****. This inconsistency raises concerns about the handling of the shipment. I have paid approximately $300 for DHL services, and I feel misled about their capabilities. Additionally, the tracking information for my package is now unavailable, leading me to believe the package may be lost. I request DHL to return the package and refund the total amount spent on shipping. I appreciate your assistance in resolving this matter promptly. If additional information is required, please let me know. Thank you for your time and attention. Kind regards,******

  Business Response

  Date: 01/31/2024

  January 31, 2024
  
  Better Business Bureau
  **********************************
  *******, ** 85014
  
  RE: Complaint ID # ******** Mazgab *****
  
  
  
  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 6386615933.
  
  We have reviewed this matter with the DHL Management Teams in ******** and have been informed that the shipment was confiscated by local customs. Hence, we are unable to return the shipment to origin.

  Regarding a refund, please submit a claim directly on our website via below link.

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

  
  Once again please extend our sincere apologies to our customer regarding any inconvenience
  
  Sincerely,
  
  ******* on behalf of *****
  DHL Office of the President

  Customer Answer

  Date: 02/02/2024

  Hello, thank you for the following up. I want to confirm that I will be getting a refund for the lost items (approximately $150), in addition to refund for the shipment cost that DHL charged me for $282.02 for misleading me to believe that they were capable for shipping ********* ********. The link they provided doesn't specify shipment refund, it appears to only be lost item claim. 

  I am requesting refund for the shipmen and lost items. 

  Thank you. Kindly, Mazgab *****

• Initial Complaint

  Date:01/13/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order that was shipped through DHL. My package made its way from Africa to **********, ** in the matter of days, which is fantastic. Then it stopped moving. It has been sitting on hold in ********** for over 3 weeks now. I've tried contacting them and get vague answers about how it's delayed due to the holidays (that were now 3 weeks ago!) The people I talk to will schedule it to be delivered that day or the next day but it never comes. If there is a problem with the shipment, they aren't giving me any information to resolve it. I've asked for a phone number to call to actually talk to someone and never get a response. I've asked for an address to go pick it up myself and never get an answer. I need this package soon or it will be too late.Shipment date: 12/19/2023 Arrived in **********, **: 12/23/2023 Tracking number: ********** The DHL location that I selected may be the wrong one. I wasn't sure which one to choose.

  Business Response

  Date: 01/17/2024

  January 17, 2024 
  
  
  Better Business Bureau  
  **********************************  
  *******, ** *****  
   
   
  RE: Complaint ID #?******** ***** Beal 
  
  
  Once again, please accept my sincere apologies and thank you for bringing this to our attention. Your experience was certainly not indicative of the high service standards our customers deserve and expect.  
  
  Our records indicated shipment Waybill ********** was delivered on January 16, 2023, at 3pm local time. 
  
  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 

  Customer Answer

  Date: 01/17/2024

  
  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

  Date:01/11/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Queja Urgente contra DHL Express y CODEX - ********* de *********** del BBB Estimado Better Business Bureau, Me dirijo a Better Business Bureau para presentar formalmente una queja contra DHL Express y CODEX, relacionada con un problema de envo que ha causado una gran angustia e inconvenientes.Los detalles del envo son los siguientes:- Remitente: *************************** - ***** de ***** ******************************* de Seguimiento: ********** - Contenido: Dos iPhones - Pago Total: Costos de envo, seguro asociadas pagados en su totalidad - ***** de ******* Programada: 4 de enero de **** Hasta el 11 de enero de ****, el paquete no ha sido entregado, y la informacin de seguimiento indica que ha quedado retenido por las autoridades aduaneras desde el 4 de enero de ****.Tras una investigacin, se descubri que CODEX, la agencia encargada del despacho aduanero, ha realizado demandas injustificadas de documentacin adicional, especficamente un recibo que indique el valor de los productos incluidos en el paquete. Adems, se ha solicitado una suma exorbitante de dinero en Pesos ** para la liberacin del paquete. Todos los pagos necesarios, incluyendo los costos de envo asociadas, se liquidaron en el momento del envo, con recibos y comprobantes de pago disponibles. La comunicacin documentada ha sido a travs de correos electrnicos, solicitando constantemente la misma documentacin innecesaria. Adjunto capturas de pantalla de estas conversaciones por correo electrnico como evidencia de las demandas injustas y las posibles actividades fraudulentas. A pesar de los esfuerzos por resolver el problema, el paquete sigue sin entregarse, causando frustracin y preocupacin. Solicito en este asunto para asegurar una resolucin de entrega. Las acciones de CODEX y las demoras causadas por DHL Express son inaceptable. Espero contar con su ayuda para llevar este problema a una conclusin satisfactoria. Gracias por su tiempo y consideracin. Atentamente, ***************************

  Business Response

  Date: 01/17/2024

  January 17, ****
  
  
  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 **********.
  
  Our records indicate that the above-referenced shipment was sent on January 2, **** from the ** to ****** with an estimated delivery date of January 10, **** to you here in the ****  The shipment arrived in ****** on January 4, **** and was stopped for Customs processing due to the contents of the shipment.  The shipment was unable to clear customs and returned to the sender on January 12, **** under AWB 1040996655.
  
  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.
  
  Once again DHL would like to apologize for any inconvenience. 
  
  
  Sincerely,
  
  
  *****
  DHL Office of the President

• Initial Complaint

  Date:01/11/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Item was delivered on front porch without authorized signature which was required. My surveillance security system shows that the driver placed the package on the porch and drove off. Shortly afterwards the item was stolen off the front porch. I immediately contacted the carrier DHL about the incident. I was informed that package was signed for and delivered. At no time was there anyone home to open the door to sign for the package which is a requirement. DHL has since informed that the driver was at fault and that case would be closed. Please assist me with this matter. The Waybill# is ********** .

  Business Response

  Date: 01/12/2024

  January 12, 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 2827953601.
  
  After review, our local DHL Management team confirmed the shipment was delivered as addressed on November 30, 2023. The shipment was incorrectly left without obtaining a signature.  We have reviewed this matter with the DHL Management Team overseeing the ********* area internally to prevent these types of situations in the future. 
  
  In regards to a refund, DHL conducts business in accordance with its Terms and Conditions of Carriage and 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 ******* account holder.  In this case, the claim rights belong to the account holder as they contracted with DHL ***** to carry the goods.  Our customer will need to contact the shipper directly to request a refund or replacement.
  
  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:01/11/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 8th **** DHL was supposed to deliver my package the tracking number is *********** . I waited all day long for my package, DHL never delivered my package and never contacted me! I called DHL but the automated operator would not connect me with a human being so I went online and I tried to rescheduled the delivery but DHL website would not let me, so I emailed them and they sent me a message saying that they were going to deliver my package on January 9th ****! I waited all day long but they did not deliver my package so I called DHL and talked to a human being named ******** and she guaranteed me that they were going to deliver my package on January 10th **** but again DHL did not deliver my package nd they did not contact me ! I also want to state that ******** is a supervisor at DHL and she was quite short and rude with me and didn't really want to help me and the information she gave me was false and incorrect ! I have talked to at least four different DHL employees who keep telling me I'm going to get my package on a certain day but it's never delivered ! The last supervisor I talked to was named ****** and she said DHL was going to investigate why my package has not been delivered yet and she promised me that they were going to call me back within 90 minutes and that happened on January 10th but nobody called me back she also promised me they were going to email me, but nobody emailed me!! It appears that DHL has a lot of incompetent employees but that's not my fault and I want them to send me my package !!!!! To this day I still don't know why they wasted 3 days of my life sitting around waiting waiting for a package that never arrived and I still don't know to this day why they have not sent me my package !

  Business Response

  Date: 01/17/2024

  January 17, 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 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 January 17th.
  
  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

  Customer Answer

  Date: 01/17/2024

   At this point and time I still haven't received my package !!!

  I have been trying to receive a package from DHL since January 8th **** !
  

  On January 5th **** I went to dhl's website and scheduled for my package to be delivered to my home on January 8th.  I stayed home all day long waiting from 8:00 a.m. to 9:00 p.m. and DHL never  attempted to deliver my package !!! I went to dhl's website to reschedule a delivery and I was informed that I could not reschedule a delivery because my delivery attempts had been exceeded!!! I received an email message from DHL claiming that they would deliver my package on January 9th ****... on January 9th DHL did not deliver my package and I didn't hear anything from them ! On January 10th I started calling DHL, from January 10th all the way up to January 12th , I have called and talked to at least 10 employees trying to find out what's going on with my package! On 1/10/24 I talked to ***,*****,Lacursha. On January 11th I talked to *****, ****** ,****** ,******** and I talked to ***** twice !!! On January 12th I talked to *****, ****** and ******** !! Between your employees and your website my package has been scheduled to be delivered on five different days and I still haven't received my package to this day, and not one time has DHL knocked on my door, ring my doorbell or attempted to deliver my package !! I have had constant contact with the shipper of the package and they said they want me to receive the package ,they said they have contacted DHL numerous times and the DHL employees keep acting like they don't know what's going on !! DHL do you guys have at least one employee that knows what they're doing that can help me receive my package ????????????? I'M STARTING TO BELIEVE THAT AT LEAST ONE OF YOUR EMPLOYEES IS ATTEMPTING TO KEEP/STEAL MY PACKAGE AND SEVERAL OF DHL EMPLOYEES ARE IN ON THE IMMORAL AND ILLEGAL SCAM !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

  Business Response

  Date: 01/22/2024

  January 22, ****
  
  
  Better Business Bureau
  ****************************************
  *******, ** 85014
  
  
  
  RE: Complaint ID # ******** ***************************
  
  
  Once again, DHL appreciates being given the opportunity to research and address our customer's concerns.
  
  Our records indicate DHL Tracking Number ********** delivered to our customer on January 21, **** at 12:04.
  
  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

  Date:01/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid over ****** dollars to ship an envelope to Mxico from my residence and they tried charging the recipient what they called duty taxes. What made matters worse was that they did not make it easy for me to pay this excess charge. I called customer *********************** and was transferred around several places l. I finally was forced to work with DHL Mxico who told me the recipient had to pay it. No resolution was provided to me. And my package is being held by DHL Mxico. I want it delivered to its destination. They can bill me the ********************************************************************************* full refund and package returned to me. Tracking number is **********

  Business Response

  Date: 01/17/2024

  January 17, ****
  
  
  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 8263083592.
  
  Our records indicate that the above-referenced shipment was sent on January 5, **** from the ** to ****** with an estimated delivery date of January 9, **** to you here in the ****  The shipment arrived in ****** on January 4, **** and was stopped for Customs processing due to the contents of the shipment. 
  
  After review, Customs in ****** assessed duties and taxes of $4647.67MXN. A duty is a tax imposed on imports by a countrys customs authority.  It is generally based on value, weight,quantity or a combination of value, use and consumption of goods. It is standard operating procedure in Express Shipping that the receiver pays the duties and taxes levied on a shipment.
  
  As the duty charges were not paid, the shipment was unable to clear customs and will return to the sender under AWB 1850277940.
  
  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 assessed values, clearance times, or procedures.
  
  Once again DHL would like to apologize for any inconvenience. 
  
  
  Sincerely,
  
  
  *****
  DHL Office of the President