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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:03/15/2023

      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.
      Within one month, I was informed in an online chat and in text messages that DHL attempted to deliver two packages to my home. In both cases, no one knocked at my door or rang the doorbell. Furthermore, my front door camera did not reveal anybody present.In both cases, DHL lied.

      Business Response

      Date: 03/15/2023

      March 15, 2023


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



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



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

      Please advise our customer that further details are needed in order to provide resolution.The details needed may include but are not limited to:

      10-digit DHL Express tracking number.

      Upon receipt of more information, DHL Express can proceed accordingly with this complaint.

      Once again please extend our sincere apologies to our customer regarding this unfortunate incident.


      Sincerely,

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

      Customer Answer

      Date: 03/15/2023

      DHL tracking number **********

      Business Response

      Date: 03/17/2023

      March 17, 2023


      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 2831846496.

      After review, our records indicate that this shipment was delivered on March 16, 2023 at 2:35 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:03/13/2023

      Type:Billing 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.
      We have our small business account under business name - SMAVtronics LLC (A/C no - *********). For last 2 months I have been trying to get hold of a DHL representative but NO response? Left message with a person in local DHL ******************** Was told a ***** Rep will call - No call. Called your online ***** center - Was told that my account Rep will call - No call. Sent an email Feb 22rd to ************************************* (Who had sent an email as being Account ********* response. We need help with International shipment rates. Can someone call me?

      Business Response

      Date: 03/17/2023

      March 17th, 2022


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



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



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

      Please accept my sincere apologies for the inconvenience. We have engaged our sales management team and they have confirmed they would reach out to the customer as requested.

      Once again please extend our sincere apologies to our customer regarding this unfortunate incident.


      Sincerely,

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

      Customer Answer

      Date: 03/17/2023


      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:03/10/2023

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Tracking #********** expecting this package to be receive since march 8,9 and 10 and all of this date I was home waiting for the package and none was delivered. What Im upset is when there drivers are lying of making deliveries and did not and lied about that the receiver is not home or the premises is close, thats a lie the Dhl drivers are using this excuses of not making any deliveries and I know that fact because on the 9th and 10th of march I was waiting for them outside soon as they send me a update text showing therye heading this way and no Dhl truck or delivery came then I receive a text message saying I was not home or the premises is close a big lie! Please I need that package luckily its not a life threatening item that Im waiting. Pls give me a call at ************** my name is **** I want this package asap and pls investigate Dhl especially thereye drivers and customer ********************** phone people are bad and needs training. I hope to receive a phone call from you Dhl or to anyone may have concern thank you.

      Business Response

      Date: 03/13/2023

      March 13, 2023


      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 **********.

      After review, our records indicate that this shipment was delivered on Sunday, March 12 at 1:13 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

      Customer Answer

      Date: 03/13/2023


      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:03/09/2023

      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.
      Been trying to recieve some packages that have been sent to me by important people that I should have been expecting for a long time now . Dhl Services have been giving me the run around for months continuely and work for me on delivery . But they cannot seem to manage their own jobs . But have advised me that I should be paying a fine for packages that should have been delivered for services rendered and thats a bunch of c*** because its not too its destination where it should be ! Please handle this correctly and tell them who is in the right , which should be me and I should not have to be going through this at all ? And should be very well compensated in its entirety ! Thank you ! ********************************* enclosed is evidence of their mistake !

      Business Response

      Date: 03/10/2023


      March 10, 2023

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

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



      On behalf of DHL Express, please accept my sincere apologies and thank you for contacting DHL.

      After further review our records indicate the e-mail was not sent by DHL Express and the tracking number provided does not exist in our system. Please note all DHL Express tracking numbers consist of 10-digits always. Please do not reply to the e-mail or open the attachment. The e-mail should be deleted.

      The customer may also file a report with law enforcement on-line at the Internet ***********************

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

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


      Sincerely,

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

    • Initial Complaint

      Date:03/09/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 3/1/23 my item (**: **********) was shipped via DHL Express I paid $680.45 for shipping. On 3/4/23 I received an email stating I needed to pay an import fee as the item is coming from Europe I paid the $104.94 import fee on 3/6/23. My item was scheduled to be delivered 3/7/23 and later on 3/7/23 I received an email stating the item could not be delivered because the consignee premises was closed. This is impossible as it is a residential address, that requires no gate or access code to complete the delivery. I also called DHL Express and arranged for the item to be delivered with no signature required on 3/6/23, so no signature was needed. After receiving the email stating the item couldnt be delivered I called DHL Express on 3/7/23, they stated the address was marked as a business address and that the business was closed so the item couldnt be delivered, as I stated above that is impossible as it is a residential address that requires no access or gate codes to complete the delivery. The DHL Express representative said they made a note that it is a residential address and that no codes are required to access. They also rescheduled the delivery for 3/8/23. On 3/8/23 I called to confirm that the item is being delivered to a residential address and that no signature would be required, I was told that the item would be delivered 3/8/23 by end of day. The item has still yet to be delivered and it is now 3/9/23. Please email me with a solution ASAP.

      Business Response

      Date: 03/10/2023

      March 10, 2023

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

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



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

      We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL tracking number **********.

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

      Our records indicate that this shipment delivered to our customer on March 9, 2023 at 7:35 AM.

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

      Sincerely,

      *****
      DHL Office of the President

    • Initial Complaint

      Date:03/02/2023

      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 placed a order through "HERMOSAHAIR". The shipping was handled by DHL **************** service. Tracking stated that the package was delivered to a mail ************************************* center for DHL, which is ***********, **, which is less than 15 mins from my home. It states that the package arrived at that facility on February 24th, and due for deliver to my address on February 28th. The package never arrived. I spoke with customer ********************** agents in regards to the package whereabouts. I have received no answer, only that they haven't found the package. They are taking no responsibility for losing the package. This the third time that a package from DHL has been lost or stolen by DHL employees. They have no accountability for mishandling customer packages and deliveries.

      Business Response

      Date: 03/03/2023

      March 3, 2023

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

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



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

      Please advise our customer that further details are needed in order to provide resolution.The details needed may include but are not limited to:

      10-digit DHL Express tracking number.

      Upon receipt of more information, DHL Express can proceed accordingly with this complaint.

      Once again please extend our sincere apologies to our customer regarding this unfortunate incident.


      Sincerely,

      *****
      DHL Office of the President

    • Initial Complaint

      Date:03/01/2023

      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 has been bugging me about a certain package that has been sent to me **** a not return address on it that I could not do anything about but I know who its from and this has been going on since after Covid and have been lagging on it being delivered to me as well as other packages that they have . Its not my fault that they can not handle their processing but I should not be the one not getting my important mail from business ? I should be well compensated but otherwise Im only getting the run around and am very mad to begin with and will be telling others not to use their services until I get my justice ! I am a well abided citizen and woman and should not be treated this way ever ! I have sent many complaints emails to them and have heard nothing and no delivery at all . Thank you ! *********************************

      Business Response

      Date: 03/02/2023

      March 2, 2023

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

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



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

      Please advise our customer that further details are needed in order to provide resolution.The details needed may include but are not limited to:

      10-digit DHL Express tracking number.

      Upon receipt of more information, DHL Express can proceed accordingly with this complaint.

      Once again please extend our sincere apologies to our customer regarding this unfortunate incident.


      Sincerely,

      *****
      DHL Office of the President

    • Initial Complaint

      Date:03/01/2023

      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.
      Having extremely difficult time getting an international package delivered to me. The package has traveled from Korea and now in van nuys ********** on hold due to weather. But there is no weather other than sunshine in van nuys within more than 500 miles. I tried reaching out to DHL to contact the van nuys DHL office but no reply to email and there is no phone at the van nuys DHL office. I understand that delays happen but the lies and the continuing runaround is something I just cannot tolerate from any business. Place have DHL executive team call me to discuss this matter. Tracking ********** Phone ************

      Business Response

      Date: 03/01/2023


      March 1, 2023

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

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


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

      After review of our system the customers shipment traveling under tracking number ********** was delayed due to weather causing the courier to be unable to safely arrive at the customers address. The shipment is now being returned to sender per the customers request as they used profanity with both our Customer ********************** and Station Agents.

      Once again please extend our sincere apologies to our customer regarding this unfortunate incident.


      Sincerely,

      Shelby
      DHL Office of the President

      Customer Answer

      Date: 03/01/2023

      DHL continues to use to weather as an excuse not to deliver my package. There is absolutely no weather conditions in the area of *** nuys where DHL facilities are and there is no weather related issues anywhere nearby that could cause a weather related delay except maybe a sunburn. But with easy access to the internet, anyone from anywhere can confirm not only the weather in a certain area but can view live cam videos in the *** nuys area. DHL *** nuys recently called me and tried to convince me of poor weather in the *** nuys area. But what that agent may not realize that I have checked online weather conditions and weather in *** nuys is very similar to nearby camarillo. I am also very familiar with ******** as I was born in *** nuys on ****************** and grew ** in neighboring Woodland Hills. Im extremely appalled DHL *** nuys is and continues to lie to me. I will NOT do business with anyone that fabricates the truth. The veracity of DHL ******** is of serious concern and I suggest DHL corporate investigates *******************************************************************

      Business Response

      Date: 03/02/2023

      March 2, 2023

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

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


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

      After review of our system the customers shipment traveling under tracking number ********** was delayed due to weather causing the courier to be unable to safely arrive at the customers address. The shipment is now being returned to sender per the customers request as they used profanity with both our Customer ********************** and Station Agents.

      Once again please extend our sincere apologies to our customer regarding this unfortunate incident.


      Sincerely,

      Shelby
      DHL Office of the President

      Customer Answer

      Date: 03/07/2023

      DHL continues to use the weather as an excuse for the delay. But there were NO weather related issues in van nuys **********. Anyone with internet access can verify this. I verify weather conditions myself simply by looking out the window and all I saw were a few clouds. There was no rain, snow, tornado, hurricane, earthquake but there was plenty of sunshine. DHL creditably is in the toilet. I will never use DHL or any company that feels they need to lie to its customers. The truth works much better.

    • Initial Complaint

      Date:02/28/2023

      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 have purchased some goods from one of my suppliers in ***** and paid through them for DHL express. The package had a delivery date of February 28. On February 27 at 3 AM I have been notified that I have taxes due on the shipment that almost 4h later have been paid. Since then my package doesn't have any more updates and the automatic system says that a label has been generated for my tracking number but DHL doesn't have the package. The last stop before being asked for payment was in ******* at ************** hub close to the delivery address. The whole day on the 28 I tried to locate my package and to see what is happening being lied to by a number of DHL reps, that it is awaiting to be loaded into the car, that the driver needs to get there and pick it up and to wait until 8 PM that it will be delivered, and finally after 8 PM been told that the truck broke down and it will come tomorrow March 1st. I have paid for express because the contents of the package are needed to be here fast. I have done my part and paid everything in a timely manner, but DHL was only disappointed and gave me the run around and lied to me in several instances. I just want to know where my package is and how can I get it in my possession faster, not being lied to on my dime. It is impossible to get a live person on the phone and work this situation and the reps over the chat all say the same thing that I feel is a script. Not helpful at all and their shipping fees are not cheap. The Wayfair bill for the package is **********

      Business Response

      Date: 03/02/2023

      March 2, 2023

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

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



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

      We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL tracking number **********.

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

      Our records indicate that this shipment delivered to our customer on March 1, 2023 at 8:11 pm.

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

      Sincerely,

      *****
      DHL Office of the President

    • Initial Complaint

      Date:02/24/2023

      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 failed to deliver package on 2/23/2023 during business hours to business address as per shipping lable and claimed building was closed. This is a lie and as a result, my package was not delivered on time as i had to leave to go home. Thus the package was not delivered and now is pending pickup 48hrs later at local office. Tracking# ********** Driver should be fired as he is a liar and costing DHL lost of my business on future international shipments.All DHL Fees for this shipment should be reimbursed since package will be returned to Sender due to DHL inefficiencies.

      Business Response

      Date: 03/01/2023

      March 1, 2023

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

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



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

      We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL tracking number **********.

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

      Our records indicate that this shipment has now been collected by the customer on February 24, 2023.

      With regards to a refund, 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 regarding any inconvenience

      Sincerely,

      *****
      DHL Office of the President

    DHL Express is NOT a BBB Accredited Business.

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

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