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

• 

  DHL Express

  5042 E Andersen Ave Fresno, CA 93727

• 

  DHL Express

  128 Air Cargo Dr, Building E Baltimore, MD 21240

• 

  D H L Airways Inc

  19 Computer Drive E Albany, NY 12205

• 

  D H L Global Forwarding

  3808 N Sullivan Rd Spokane Valley, WA 99216

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:08/17/2022

  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.

  DHL promised to deliver my package last night between 9 pm and 11 pm. And in my niavity, I stayed up waiting for the delivery until 11:45 pm when I finally googled them to find out they don't even deliver that late.Then today, they told me my package was three stops away. So I waited in my living room just a few feet from the front door so I could hear them when they came. Then all of a sudden I get a notification that they tried to deliver it but no one was home. Which is a blatant lie! Now I have to wait for them to take my package back to their location in ****, relabel it and send it to a pick up location. I called the pick up location and the worker told me that DHL can take a few days getting the package to them.I paid $20 for this delivery and could have gotten it for free if I used *****

  Business Response

  Date: 08/17/2022

  August 17, 2022
  
  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

  Customer Answer

  Date: 08/18/2022

  
  Better Business Bureau:
  
  I was able to pick up my package at a drop off point, so I have no complaint now. But I will say that the delivery was never attempted since I stayed within a few feet of the door so I could hear the driver when he came.

  None the less, I apologize for complaining too quickly and if it were possible, I would delete this complaint. But I cannot. I wish all concerned the best.
  
  **********************************
  
   

  
  

• Initial Complaint

  Date:08/16/2022

  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 ordered a pair of shoes and the tracking told me it would arrive on Monday. Monday night it never came so I called dhl and they said it would arrive Tuesday and the tracking changed to Tuesday. Tuesday night comes and still nothing so I called them back and they tell me it will come Wednesday. I called back later to confirm that it will come Wednesday and the representative was very rude and advised me it wouldnt come until Friday so I ask why are they holding my package in ****** ***** for almost a whole week and he was rude so I asked to speak to a supervisor so he said well u have to wait about 45 mins for one to call so I said ok and he said but we close in 6 minutes so u have to wait til tomorrow which they will be hearing from me but nobody can tell me why my package is not moving or even coming on the day that tracking says it will come. I have to go out of town on Friday and will not be here to receive a package on Friday and need it before that day!

  Business Response

  Date: 08/17/2022

  August 17, 2022
  
  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

  Customer Answer

  Date: 08/17/2022

  The tracking number was located on the photo I provided showing how yall keep saying the delivery is on the way only to change it to the next day which is also provided in the picture but just in case yall dont see the picture, the tracking number is #**********
  
  
   
  

  Business Response

  Date: 08/22/2022

  August 22, 2022
  
  Better Business Bureau
  *********************************.
  **************************
  
  RE: Complaint ID # ******** ***************************
  
  
  
  DHL appreciates being given the opportunity to research and address our customers concerns.
  
  We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL Waybill 4560098115.
  
  Our records indicate this shipment was picked ** in ********* on August 12, ********************************* ***** on August 19, 2022, per DHLs published delivery commitment. The shipment did arrive early however a delivery was not attempted due to priority given to other shipments with earlier delivery dates.  My apologies for any inconvenience.
  
  The shipment delivered on August 19, 2022 at 2:26pm.
  
  Once again, DHL would like to apologize for any inconvenience. 
  
  Sincerely,
  
  DHL Office of the President

• Initial Complaint

  Date:08/09/2022

  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 had a delivery today and things went wrong. That is not important though. I called customer ********************** to complain and make sure my $400 item gets delivered to the right house. That was like pulling teeth on 4 year old children. I finally had had it and asked to speak with a supervisor. **** all refused and said someone would call me back. Never happens ever. First off it took me over an hour just to figure out how to even talk to a human being. Then after that they listen but don't really listen to what your complaint is, so you get frustrated. All I wanted was to add a note for the driver to double check the address and check ID as well. Literally acting like I never asked over and over again and acting like a robot. At one point I literally asked the ** rep what is wrong with you that you cannot just add the note. I even explained that if she would just add the note we would be done and I would be off the phone and she wouldn't have to deal with me anymore. Still refused over and over again. After FOUR hours I finally able to get their online bot to connect me to a human and a ** rep named *** helped me out and fixed everything with ease. No issues and no problems at all. I really want to talk to a supervisor but not just the ** supervisor but the person above them to explain the frustration of their system and their reps. **** are clearly trying to cover up anything that the company does wrong and refuses to leave any notes about any mistakes. **** are also trying to block customers from their customer ********************** completely. Like I said it took me over an hour just to figure out a way around the auto-mated circle they created.

  Business Response

  Date: 08/10/2022

  
  August 10, 2022
  
  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:08/09/2022

  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 # ********** DHL failed to deliver the package to my address. The package contained time sensitive materials that were shipped from abroad. After many call attempts, they admitted the package was delivered to the wrong address! I spent several hours trying to get them to recover the package, but they decided to close the case claiming there was nothing they could. They asked me to file a claim with the international location where it was shipped from. DHL is not reliable, but they need to do more than asking me to file a claim for $50. They need to work hard on recovering my package that was lost due to their negligence.

  Business Response

  Date: 08/10/2022

  August 10, 2022
  
  
  Better Business Bureau
  ********************************************************************** 85014
  
  
  
  RE: Complaint ID#: ********  ***************************
  
  DHL appreciates 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 7103520815.  Our records indicate that, per the customers statement, the shipment was incorrectly delivered.  All efforts to recover the shipment have been unsuccessful and it has been declared lost. The file has been updated with the relevant details.
  
  Under DHL policy, the rights and responsibility for cargo claims belong to one of two parties: the shipper or the ****-To account holder. In this case, the claim rights belong to the shipper as they contracted with DHL to carry the goods.  The customer would need to file a loss claim with the shipper regarding any refund or replacement.
  
  We always seek areas of opportunity to improve our customer experience and appreciate the customer bringing this to our attention. 
  
  
  Sincerely,
  
  
  DHL Office of the President

  Customer Answer

  Date: 08/10/2022

  DHL has not made enough effort to recover the package. Theyre not even following up as promised. Very disappointed.

  Business Response

  Date: 08/12/2022

  August 12, 2022
  
  
  Better Business Bureau
  ********************************************************************** 85014
  
  
  
  RE: Complaint ID#: ********  ***************************
  
  
  
  Once again, DHL appreciates being given the opportunity to research and address our customer's concerns.
  
  This shipment under AWB ********** was sent from ******* on July 27, ****************************************************** the **.
  
  The shipper in ******* contracted with DHL Express ******* to carry the goods and,under the DHL Terms and Conditions of Carriage, they hold all claim rights to the shipment.  Therefore, it is the shipper who must file a claim. The party who paid DHL Express directly holds the claim rights. The customer will need to contact their shipper for any refund or replacement.
  
  Once again please extend our sincere apologies to our customer.
  
  
  
  Sincerely,
  
  
  DHL Office of the President

  Customer Answer

  Date: 08/17/2022

  DHL was negligent in delivering the package to the correct address. They admitted that the package was delivered to the wrong address, but refused to compensate my losses. We've lost almost $3000!

• Initial Complaint

  Date:08/09/2022

  Type:Service or Repair 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 had a package that was due to be delivered August 9th 2022. The package was placed on hold so I called and asked why they told me the package came in earlier than expected but it would be delivered on the 9th. I get an email that the package was undeliverable. I call customer ********************** and they verified my address and told me my package was given to the wrong carrier for the area and that my package would be delivered tomorrow. Now I got a message from a supervisor saying my package will be delivered on the 11th I was originally told it would be delivered on the 10th. This company is so unorganized so I'd like to know when my package is going to be delivered and I don't want to hear that there's an issue with my address because they have lazy drivers that don't like to get out of the vehicle and look for apartments. When I originally had this package picked up the driver drove down our road didn't bother to look for a house and marked it complete and didn't even have the package. We have it on our security camera. I'm sick and tired of being told different things.

  Business Response

  Date: 08/09/2022

  
  August 9th,2022
  
  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
  

  Customer Answer

  Date: 08/10/2022

   This information was given yesterday to a supervisor and the voicemail he left me stated my package would be delivered on the 10th. I just spoke with an agent and now it's the 11th. Your company is horrible and no one is honest. No further information was needed. You just needed to come back to the Better Business Bureau with something. I've got the proof. This is completely unacceptable. I need an honest answer of when my package will be delivered and that your driver will actually look for our house unlike when he picked it up he didn't bother to look for our house and marked it completed with no package. I've got that on our security camera.

  Business Response

  Date: 08/10/2022

  August 10th, 2022
  
  
  Better Business Bureau
  ***********************************.
  ***************************** style="mso-special-character:line-break;-webkit-font-smoothing: antialiased;box-sizing: border-box">
  
  
  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 **********.
  
  Please accept our sincere apologies for any inconvenience. Their experience was certainly not indicative of the high service standards our customers deserve and expect. We have reviewed this matter with the DHL Management Team that oversees the Winsted area 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:08/09/2022

  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 was supposed to deliver a package to me on the 7/19/22 but claimed an issue with the address. I clarified the address the same day. Followed up on 7/27 on the phone with 3 different people throughout the day and no resolution. They have still yet to deliver the package and claim their distribution center is unresponsive. Numerous emails from customer *********************** have been sent with no update or resolution always stating I will receive another update the following day.

  Business Response

  Date: 08/13/2022

  August 13, 2022
  
  
  Better Business Bureau
  *********************************.
  **************************
  
  
  
  RE: Complaint ID # ******** ****** Reason
  
  
  
  DHL appreciates being given the opportunity to research and address our customer's concerns.
  
  After review,our records indicate that this shipment under AWB ********** arrived in ******** on July 18, 2022 with no further checkpoints after July 19. 
  
  The local DHL Management Team has reviewed this matter internally and unfortunately, has declared the shipment lost on August 8, 2022.
  
  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 ****-To 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. 
  
  Please extend our sincere apologies to our customer regarding any inconvenience caused.
  
  Sincerely,
  
  
  *******************************
  DHL Express
  DHL Office of the President

• Initial Complaint

  Date:08/05/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  We have been a customer with ********************** since 2015. The process is we get a price quote, create the shipment, provide the shipping docs to our customer so they can obtain import permits & then proceed to ship. In 9/2021, we were quoted around $7,600 for a shipment which is typical for such a shipment. We were later invoiced $21,524.36. 3 times our typical cost & the original quote. Upon further investigation, DHL had increased the rates on our account. Firstly & most importantly, we were never notified of a rate increase. Had we known, we would never have proceeded with the shipment. Secondly & very important, the shipment had already been quoted and created in the DHL system long before any rate increase. After a phone consult with our account ********** manager the shipment was charged the new rate because it shipped 2 days after the rate increase was in effect. We asked why we were never notified of the rate increase & they claimed they had sent a letter. I asked if sent certified mail or signature required to ensure we receive it, it was not. Also why didnt DHL notify us within our DHL account? Or via email, how we have corresponded with them for the past 6 years. Our account rep. even emailed us shortly before the rate increase took ************** mention anything to us about our rates being increased! Also turns out the manager said they encourage account reps to notify customers of such changes to accounts, however, our rep left on pregnancy leave. It ended up the manager agreed we had just reasons to be concerned about the invoice, especially because the shipment had already been quoted & created long before of the rate increase took effect. We left it he was going to speak with the higher *** to see what they can do about the invoice. We never heard from him again. Its been about 10 months. We did make a payment for $7,657.76 on 12/9/21. This was the total price that the shipment should have been. We should not be financially liable for DHLs flawed processes.

  Business Response

  Date: 08/08/2022

  
  August 8, 2022
  
  
  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,
  
  Shelby
  DHL Express
  Office of the President

  Customer Answer

  Date: 08/15/2022

  Hi there,

  
  

  DHL was requesting the tracking number of the said shipment, therefore, please see our response below.

  
  

  The DHL AWB Number is **********

  
  

  Once again, the shipment was price quoted and then the shipment was created. The shipment consignee, our customer, then proceeded to obtain the required import permits. Once the import permits were obtained a few weeks later, the shipment was immediately shipped. This has been the process for years as we have been with DHL for over 6 years, as this shipping location requires import permits which require shipping documents. This is the reason for the gap between shipment creation and the actual shipment being shipped. Additionally, we never received any notification of a rate increase. Our account representative even emailed us shortly before the issue occurred to check in on how things were going yet did not even mention of any rate increase. Our rates were about to triple in price yet our own account representative did not mention this information to us. We also were logged into our DHL account during the shipment creation and when printing out the shipping documents yet no notification of a rate increase, even within our DHL account. No notification bar, no messages, nothing. This is a major flaw in DHL's practices and processes when it comes to rate increases and communication with their customers. 

  
  

  Furthermore, after receiving the outrageous invoice, we had a phone conversation with our account representative and her ******* and after we explained the situation to him, he understood and agreed that we had just cause for a dispute. He then understood why we had a gap between the shipment creation and the shipment actually being shipped as we explained the requirement for getting import permits. He also said that it shows DHL sent a letter, however, agreed that they should be more proactive in notifying their customers of such matters that will affect their account like a significant rate increase. I also asked why our account representative did not reach out to us to notify us of this rate increase, especially when she had emailed us shortly before to check in and see how things were going. His response was that they encourage the account reps to reach out to notify customers of such changes to the account. He also advised that our account representative ended up going out on pregnancy leave. Well, we certainly understand this fact, however, DHL is at fault for this situation and we should not be financially liable for DHL's neglect in notifying us, their customer! We had ended the conversation with our account rep's ******* that he would take the situation and explain it to the "higher **** to determine what they could do to get the invoice amended. We then never heard from him again. This is a perfect example of the negligence we had experienced. We ended up paying DHL around $7.5k which was the original quoted amount. About 6 months later, we reached out to our account rep. to inquire as we assumed at this point that the invoice had been amended and zeroed out. However, our account rep. proceeded to tell us that their was nothing they could do and that the invoice was correct. We were completely disgusted by this entire experience and DHL's lack of communication and correspondence. We were a customer of ********************** for over 6 years yet there was such a distance in communication and understanding and such flaws in their processes and practices.  

  
  

  The only notification of a significant rate increase is a supposed letter DHL said they had sent. 

  • We asked why didn't we have to sign for it or why didn't it have delivery confirmation to ensure we receive it?
  • Why didn't DHL email us of a rate increase as email is the primary way DHL has corresponded with us for the last 6 years, especially everything pertaining to billing
  • Why didn't they notify us within our DHL account?
  • Why didn't our account representative notify us? We were even in direct correspondence with her shortly before the rate increase took effect.
  • Why didn't she mention the fact that we were about to have a massive rate increase tripling our current rate?

  
  

  All of this shows major negligence on the part of DHL and we, as their customer, should not be held financially liable for their flawed practices as it appears that they almost did not want us to be aware of such a rate increase.

  
  

  They billed us over $21k for a shipment that we could have shipped via ***** for around $7k. We also sent an identical shipment via DHL weeks prior for about $7.4k. We never would have proceeded with the said shipment had DHL properly communicated with us.