Complaints

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:07/07/2025

  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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 07/08/2025

  Greetings *****,
  
  Thank you for contacting DHL eCommerce. We are sorry that you have not received your package. Unfortunately, ***** does not play a role in the delivery or return process. DHL eCommerce (bulk logistical shipper) collaborates with local postal offices/delivery providers for final mile delivery to your mailbox, and we do not have direct control over the delivery process. 
  
  However, I have reviewed the tracking information and researched the shipment details which indicate the package had delivery issues. Tracking is showing per the local delivery provider ************* (no safe delivery space). UNDELIVERABLE/RETURN TO SENDER 7/3/25 4:21 PM LT ******* **, ***
  
  *********************************************************
  Thursday, July 3, 20254:21 PM   Exception - No Safe Drop   ******* **
  Sorry, we could not find a safe place to leave your parcel, the Shipper requires us to return this parcel.
  
  With no further tracking updates available, we advise to contact the seller (merchant) for any further grievance; and they can take any necessary steps to provide you with further options of assistance. We apologize for the inconvenience that this has caused.
  
  Sincerely,
  DHL eCommerce Team
  
  

• Initial Complaint

  Date:05/21/2025

  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.

  Thank you for your response.
  
  Unfortunately, the shipment details you provided confirm that the package was delivered to a parcel locker in *******, **, *************. However, I am located in ******, ************, and my shipping address clearly indicated this during checkout.
  
  This strongly suggests that either:
  1. The seller (*****************) provided a false or incorrect shipping address, or
  2. DHL eCommerce or its partners delivered the shipment to the wrong destination.
  
  I do not have a **** tracking number because I never received anything. I only have the tracking numbers provided via the seller:
  - AX1000081238CD
  - AX1000081157CD
  
  These were visible via 17TRACK, and they do not match any **** tracking format.
  
  This confirms that the issue lies with either the seller's misrepresentation or a failure in last-mile delivery.
  
  I respectfully request that DHL eCommerce investigate this further, and I do not consider the case resolved.
  
  Sincerely,  
  Ahmed El-*****  
  *******************************  
  ****************

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23337404
  
  I am rejecting this response because: Thank you for your response.
  
  Unfortunately, the shipment details you provided confirm that the package was delivered to a parcel locker in *******, **, United States. However, I am located in ******, ************, and my shipping address clearly indicated this during checkout.
  
  This strongly suggests that either:
  1. The seller (*****************) provided a false or incorrect shipping address, or
  2. DHL eCommerce or its partners delivered the shipment to the wrong destination.
  
  I do not have a **** tracking number because I never received anything. I only have the tracking numbers provided via the seller:
  - AX1000081238CD
  - AX1000081157CD
  
  These were visible via 17TRACK, and they do not match any **** tracking format.
  
  This confirms that the issue lies with either the seller's misrepresentation or a failure in last-mile delivery.
  
  I respectfully request that DHL eCommerce investigate this further, and I do not consider the case resolved.
  
  Sincerely,  
  ***** El-*****  
  *******************************  
  ****************
  
  Sincerely,
  
  ***** El-*****

  Business Response

  Date: 05/23/2025

  Greetings *****,
  
  We are sorry that you have not received your packages. Unfortunately, since the DHLeC or **** tracking numbers were not provided we were unable to research. DHLeC (bulk logistical shipper) works in partnership with **** for local door-to-door deliveries to your mailbox. Per your statement: "I placed two orders that were shipped via DHL eCommerce and marked as "Delivered to a parcel locker in *******, **" on May 2, 2025 at 15:19". That would mean the final delivery was done by ***** Parcel Lockers require a key for entry into the locker. Please provide the **** or DHL eCommerce tracking numbers so that we may assist with further research. 

  Sincerely,
  DHL eCommerce Team 

  
  

  Business Response

  Date: 06/05/2025

  Greetings *****,
  
  We are sorry for the confusion. I was not stating that DHL eCommerce has verified a delivery. We were merely restating the issue and information from your statement. As we were not provided the DHL eCommerce or **** tracking numbers,we are unable to assist with any further research on our end.

  However, we did research the tracking numbers (AX1000081238CD / AX1000081157CD) you supplied on a Global Delivery Network and have found the packages were handled by *****************. Unfortunately, it appears these packages were not handled by DHL eCommerce. We recommend contacting your seller (merchant) of the packages if you have any further grievances, and they can take any necessary steps to provide you with further options of assistance.
  

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

  2025-06-01 09:26  ******,13783, Delivered

  2025-05-31 16:18  ******,13783, Parcel currently being delivered

  Sincerely,
  DHL eCommerce Team 

  HMG- *****- No phone*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************- Syn

• Initial Complaint

  Date:05/09/2025

  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.

  1. I paid ****** roughly to have this shipped. 2. This is not a pair or shoes or something menial, this was medications that are needed for my health and well-being 3. Neither DHL Mexico or ********** said anything about this shipment being an issue. It was only when it was shipped that it became a problem, and the shipper was very transparent about what was being shipped. 4. The package itself has been almost 3 times longer than the projected ETA to arrive, which has ultimately been a waste of time for myself. 5. I am leaving the country and I have had to delay flights and extend my accommodation to wait for a package that never arrived. 6. I will need a full refund for the shipment cost due to the failure of information, time, and management of the package on **** part and I will also need to ensure that the package will be sent back to the original sender. 7. I have wasted thousands of dollars waiting for this package and I am extremely disappointed in the lack of professionalism on **** part. I am not interested in creating an account with *** because I do not plan to utilize this business any further unless I get the package sent back to the original sender and a full refund.

  Business Response

  Date: 05/11/2025

  Greetings Joy,
  
  We are sorry you did not receive your package. However, I have reviewed the tracking information provided and it does not appear in our system, it indicates this package was not handled by DHL eCommerce Americas (bulk shipper). 
  
  *** has several different divisions for logistical shipping for US and Abroad. Unfortunately, this package was processed through our sister firm ***********. We are bringing this to your attention so you can receive prompt and effective replies from the relevant company that serviced the package.
  
  For assistance, kindly get in touch with our sister firm DHL Express by phone at ************** or by email at *********************** for assistance: (10 digit Waybill numbers--**********)
  
  ************************************************************************************************************
  
  Sincerely,
  DHL eCommerce Team

• Initial Complaint

  Date:04/30/2025

  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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will open a complaint with ***********
  
  Sincerely,
  
  ******* ******es no sense, since they were shipped together on the same day and delivered to the same wrong address on the same day). When I submitted a claim to have my duties refunded, both refunds were denied, first because they said they were delivered (they were not, they are gaslighting me) and then denied my appeal because I was now "outside the 30 day window to claim refunds". Well *** denied and denied and then stalled and stalled, dragging out the investigation process for more than 30 days. It is unethical to have a 30 day window on refunds when they are in control of how long investigations take and can easily deny/stall beyond 30 days. It has now been three months and they are denying refunds for the lost packages AND refunds for the duties paid, saying the packages were delivered (they were not) and that the window for claims has closed (which is their own fault/doing). They will not file a claim on my behalf with ***********. I am beyond frustrated with the unethical service from ***.

  Business Response

  Date: 05/01/2025

  Greetings *******,
  
  Thank you for contacting DHL eCommerce Americas (bulk shipper). We have reviewed the tracking information provided and these tracking numbers do not appear in our system, it indicates these packages were not handled by DHL eCommerce Americas (bulk division). We are bringing this to your attention so you can receive prompt and effective replies from the relevant company that services your packages. 
  
  ****************** was handling these shipments you are inquiring about (Waybills ********** and **********). For future reference, **************************** can be reached by phone at WhatsApp ************** or ************** or by email at *********************** or **************************************************** for assistance.
  
  Sincerely,
  DHL eCommerce *************

• Initial Complaint

  Date:04/23/2025

  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.

  Dear BBB,

  Thank you very much for the effort of initiating a conversation between me and the company.

  Unfortunately, the payment of the duties which we dispute about is expired due to the late response. 

  I accept DHL's explanatiion, but for this order to process, I would need the payment link from CCL to be valid so I can complete the payment and have the custom clearance ready. 

  Would they be able to initiate a valid payment link so the order can be processed?

  Thank you very much!

  Best wishes,

  ***** *****

  e issue and also does not know the *** agreements. They keep ignoring the *** website and ****** website information. I am exhausted by trying to communicate this matter with multiple departments within ***, sending them my proof of study to get it relieved for example ****************** ************************* ***************************** ****************** ******************************************* ****************************** *******************************. NONE of them are able to resolve this issue but keep referring each other instead of taking initiative. I called the DHL global mail (0333 003 7703), directly in charge of my parcel but they were rude and hang up on me after YELLING at me. This is more than an emotional distress when it is so hard to communicate and I have reached up enough trying to resolve this issue. All I need is for the import duties to be relieved and my parcel to be delivered as normal before Apr 25th which is the deadline of the tax payment.

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23238786
  
  I am rejecting this response because:

  Dear BBB,

  Thank you very much for the effort of initiating a conversation between me and the company.

  Unfortunately, the payment of the duties which we dispute about is expired due to the late response. 

  I accept DHL's explanatiion, but for this order to process, I would need the payment link from CCL to be valid so I can complete the payment and have the custom clearance ready. 

  Would they be able to initiate a valid payment link so the order can be processed?

  Thank you very much!

  Best wishes,

  ***** *****

  
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 04/25/2025

  Greetings *****,
  
  We are sorry that you are having delivery issues with your package. We apologize for any confusion regarding the possible duties and taxes on the package. While it is the responsibility of the seller/merchant to inform you about the potential fees, we understand the inconvenience this may have caused. ***** does not play a role in the final delivery or return process, we only facilitate the logistical shipping of the package to the destination country/area. Final delivery is done by the local postal offices in the delivering country. Unfortunately, we do not receive any information from the customs authority about the customs process, and we do not have individual country customs contact information. 
  
  Any payments made for duties & taxes + processing fee are charged and processed directly through the international customs clearance agencies of that country. These fees are charged for all packages entering internationally. You would have to contact that customs office directly for any discrepancies/issues with payments due on your package. 
  
  Unfortunately, all fees for packages you purchase/ship, you pay to the seller. We recommend contacting your seller (merchant) of the package if you have any further grievances, and they can take any necessary steps to provide you with further options of assistance. We apologize for the inconvenience that this has caused.
  
  Sincerely,
  DHL eCommerce Team

  Business Response

  Date: 04/28/2025

  Greetings *****,
  
  Unfortunately, we do not receive any information from the customs authority about the customs process, and we do not have individual country customs contact information. We are unable to assist with any duties & taxes payments. You would need to contact the local Customs Broker CCL for additional assistance on a payment link. Final delivery is done by the local postal offices in the delivering country. 
  
  *************************************************************
  
  Per the updated tracking we can see that the D&T's payment was processed [DUTIES PAYMENT RECEIVED  4/28/25 2:36 PM BST  HEATHROW, GB  CCL]. We hope you receive your package soon. We recommend contacting your seller (merchant) of the package if you have any further grievances, and they can take any necessary steps to provide you with further options of assistance. We apologize for the inconvenience that this has caused.
  
  Sincerely,
  DHL eCommerce Team

• Initial Complaint

  Date:04/07/2025

  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.

   
  Complaint: 23174254
  
  I am rejecting this response because:
  

  DHL is useless and doesn't want to accept responsibility for losing and stealing packages. They are the worst shipping company in the world.

  Sincerely,
  
  Phoenix Pennycook

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23174254
  
  I am rejecting this response because:
  

  They should've received it by now and it's unacceptable.

  Sincerely,
  
  Phoenix Pennycook

  Business Response

  Date: 04/09/2025

  Greetings Phoenix,
  
  We are sorry that you have not received your package. The tracking number provided only shows a data file for the package was received by the seller/merchant; telling us that a package is on the way. Until we receive the actual physical package for processing, the package scan status will stay in (ENROUTE). We have yet to receive that package, with no valid tracking scans we are unable to provide any additional insights/information.
  
  *****************************************************************************
  Apr 01, 2025
  EN ROUTE TO DHL ECOMMERCE DISTRIBUTION CENTER OR AWAITING PROCESSING
  04:09 PM CT, ************, **, **
  
  Due to the time frame lapse and no event scans, we recommended to contact the seller (merchant) for any further grievances. They can take any necessary steps per our contractual agreement. We apologize for the inconvenience that this has caused.
  
  Sincerely,
  DHL eCommerce Team

  Business Response

  Date: 04/08/2025

  Greetings Phoenix,
  
  Thank you for contacting DHL eCommerce. We are sorry that you have not received your package. I have researched the tracking number provided and can confirm we only received a data file for the package on 4/1/25 (hence the ENROUTE status scan). I have checked holds, damages, and returns and found nothing to indicate ***** received the physical shipment for processing. With no valid tracking scans, I am unable to provide any additional insights/information at this time.
  
  *****************************************************************************
  Apr 01, 2025
  EN ROUTE TO DHL ECOMMERCE DISTRIBUTION CENTER OR AWAITING PROCESSING
  04:09 PM CT, ************, **, **
  
  With no further tracking updates available, it is recommended to contact the seller (merchant) for any further grievances. They can take any necessary steps per our contractual agreement. We apologize for the inconvenience that this has caused.
  
  Sincerely,
  DHL eCommerce Team

  Business Response

  Date: 04/10/2025

  Greetings Phoenix,
  
  I have reviewed the tracking details, and can see updated scans of the shipment being received. However it appears to have run into delays within the *** network during processing, which caused the delay. This is not an excuse but an explanation of the causes. Processing can be impacted by volume which can exceed determined counts on any given day, due to transport issues from origin to destination facility, weather, mechanical breakdown etc... which may require the processes to be altered for FIFO (first in/first out). I hope this was helpful.
  
  We apologize to you for the delay. You can continue to follow its movements online using the link below.  
  *****************************************************************************
  Apr 10, 2025
  PROCESSED
  09:26 AM CT, ************, **, **
  
  Due to the time frame lapse, we recommended to contact the seller (merchant) for any further grievances. They can take any necessary steps per our contractual agreement. We apologize for the inconvenience that this has caused.
  
  Sincerely,
  DHL eCommerce Team

  Customer Answer

  Date: 04/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Phoenix Pennycook

• Initial Complaint

  Date:03/12/2025

  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.

  The ************ DHL location has not tendered my package to **** as agreed upon. There have been severe delays for both mine and others packages; for no obvious reason packages have been sitting in their warehouse for weeks at a time.

  Business Response

  Date: 03/14/2025

  Greetings *******,
  
  We are sorry that you experienced this unfortunate delay. We have reviewed the tracking information and researched the shipment details which indicates the package was received, processed and departed the ************ facility on 2/13/25. The package had experienced a service/transit delay within the *** network. However, the available information does not provide any insight into the specific reason for the delay. We cannot guarantee delivery dates as they are estimated. Many other factors come into play which can cause delays including: weather, transport issues, damaged packages, packages lost in transit and mechanical problems. Either website *** or **** will not receive any further updated tracking information until the package reaches its next destination for additional package scans. 
  
  *******************************************************************************************
  
  However, tracking is showing a successful delivery by ****: Delivered, *************, ***********, SC *****, February 22, 2025, 11:10 am. With no further tracking updates available, we advise to contact the seller (merchant) for any further grievance; and they can take any necessary steps to provide you with further options of assistance. We apologize for the inconvenience that this has caused.
  
  Sincerely,
  DHL eCommerce Team
  
  

• Initial Complaint

  Date:02/21/2025

  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 package from **** and it was delivered by *** they never delivered a package never provided proof they even dropped it off I have had multiple times where *** will lie and say they delivered a package and did not today I ordered the same package again through Amazon and of course DHL was suppose to delivered it and again no package spend money twice and havent received the package from e bay or ******.

  Business Response

  Date: 02/24/2025

  Greetings ******,
  
  We are sorry to hear that you are having delivery issues. ***** does not play a role in the delivery or return process. *** works in partnership with **** for local door-to-door deliveries to your mailbox. Once *** turns the packages over to the **** sorting facility, it enters their delivery network and is routed to your local post office, which is usually when the next package scan will occur. Either website *** or **** will not receive any further updated tracking information until that time. Visibility on a consumers package is limited on our end until we get that scan from the local post office. 
  
  We reviewed the tracking#********************** and researched the shipment details: Delivered, Front Door/Porch, **********************, February 21, 2025, 11:49 am. (Per ***** Indicates approval Tracking Number
  **********************. Based on our records, the geolocational data associated with this package indicates that it was delivered to the intended address).
  
  It is recommended that you inquire with other individuals that receive mail at that address; to see if someone inadvertently retrieved the package. If you are reporting non-receipt, or suspect mail theft, contact your local post office for assistance, or report the suspected theft online at: ************************************ or call **************.
  
  We recommend contacting the merchant for escalated assistance. Per their contractual agreement with ****** for claims, they can initiate any further investigations necessary and should provide you with further options. We apologize for any inconvenience that this has caused.
  
  Sincerely,
  DHL eCommerce Team