ComplaintsforDHL Global Forwarding
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
it has been 25 days. our pallet is not picked up from the origin. DHL is lying to us every day. Different people contacting us and having us tell them same story.We are very sick of this. They caused us too much lossBusiness response
08/25/2023
Hello ****, I am sorry to hear about your recent issue with a missed pickup. In order to be of assistance can you please provide us with a hawb or tracking number so that we can determine how to resolve your issue as well as any DHL personnel with whom you are already working on this issue ?
thanks and regards,
*******************
Initial Complaint
06/16/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
This company lost or stole a package that were supposed to deliver. Instead, they say that i cannot request an "investigation" until they stop updating the status for 2 weeks. Then they set their website to update with the current time every time it has refreshed, so the 2 weeks will never pass.Business response
06/20/2023
Hello ******,
Your shipment is moving with DHL eCommerce. This BBB complaint was raised against DHL Global Forwarding. I have asked our colleagues at DHL eCommerce to respond to this complaint and have also asked BBB to redirect this complaint to DHL eCommerce.
best regards,
******
Initial Complaint
06/16/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a limited edition item from a vendor that ships from Europe.The item shipped on April 25th, 2023 and the last scan was on April 27th, 2023. There have been no further updates by DHL on this package. The last scan shows that it was at their facility in *******. DHL will not take any steps to help locate the package or to do any kind of trace on the package. I suspect that DHL possibly stole the item and an employee kept it.The DHL tracking # for my package is ****************.Business response
06/20/2023
Dear **********,
This BBB was assigned to DHL Global Forwarding. We are the heavyweight, commercial division of DHL. Your package is being handled by our sister company DHL eCommerce. I have forwarded your complaint to DHL eCOmmerce for resolution.
best regards,
*******************
Initial Complaint
11/14/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
THE **** CONTAINING THIS TRACKING NUMBER WAS NEVER DELIVERED ******************************Business response
11/14/2022
Hello ****************,
You have submitted this BBB complaint to DHL Global Forwarding. We are the heavyweight, commercial division of DHL.
Can you advise whether your shipment is moving with one of our sister divisions - DHL Express or DHL eCommerce ?
The tracking number you provided is not one of ours but is a ** ************** tracking # - 420441099374810912401147049994, which shows as delivered Nov 11, **** in ********* **.
best regards,
****************
Initial Complaint
10/11/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
My package had been in the facility for over a week and has not moved. I am getting a package from Jacked Factory. The tracking number is **********************Business response
10/12/2022
Dear ******************,
This BBB complaint was filed against DHL Global Forwarding. We are the heavyweight, commercial division of DHL. Your package is moving with our sister company - DHL eCommerce. I have forwarded this complaint to DHL eCommerce for resolution.
thank you and best regards,
****************
Initial Complaint
08/19/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Since this was our first time importing from *****, we wanted to simplify as much as possible. In that spirit we decided to use *** as our forwarder, it was much more expensive than by sea, but they provided a quote with all the charges included, a 13 day airport-to-door delivery and the *** reputation.What a mistake!It all started looking good, I got a quote that transformed into a booking:PLACE OF ACCEPTANCE | NGB PLACE OF DELIVERY | ************- To -Door | 13 days delivery So far so good. Being our first import from ***** I was proactive and wanted to be sure everything was lined up before the shipment was ready to be delivered to *** in ***** so I contacted *** and provided all the documentation. Then the issues begin. First they contacted the factory without my permission and asked them to deliver in ******** instead of NGB. My factory contacted me ****** because that was not in our contract. Then, after they accepted the cargo in NGB they asked me to pay for the trucking to ******** because NGB is not an international airport. I told them that my booking clearly states *********** as the place of acceptance, but they insisted. They shipped the cargo 10 days later because the planes were full, even if I had a booking. Then, it shows as "awaitng clearance" for a few days so I contacted ***. I was asked to provide all the already presented documentation again, Six days passed and the shipment still in customs so I contact *** again: What is the tariff number? they asked. They had that information over a month before. All the documentation that I already provided was missing and if I hadn't initiated contact the cargo would seat there forever. It took 5 weeks to deliver not 13 days. 2 months later I am contacted by a *** collector regarding pending invoice, she admitted that *** didn't send the invoice because they didn't have my email.Now they want to charge me more than the quote including double charging clearance fees.Business response
08/22/2022
Hello ****************,
I am sorry to hear about your recent poor shipping experience with DHL Global Forwarding. In order to assist you further can you please provide me with our house airwaybill ( hawb) for this shipment ? l did not see it in your original complaint.
Thank you and best regards,
****************
Initial Complaint
04/15/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I placed an order with Fashion Nova, they sent me an email stating it was delivered with DHL of which I havent received to date and I need my pymt refunded to me by DHL for not receiving my package!!!Business response
04/21/2022
Dear *****,
In order to assist you we will need to know the DHL Global Forwarding tracking number or hawb that your order with Nova was sent on. More importantly, have you let Nova know that your order was never received ? Since our contract for delivery is with Nova and not with the recipient of the package, any refund will need to come to you from Nova.
Please provide us with the tracking # for this shipment in order to proceed.
thanks and best regards,
****** Ust
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Customer Complaints Summary
10 total complaints in the last 3 years.
4 complaints closed in the last 12 months.