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:10/30/2025

  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.

  Hi, I have ordered a $451.61 watch from ******* (it was my birthday gift), paid for an expensive express DHL shipping but *** was not releasing it to me for two months. Finally they delivered it to me but sent me a bill for $686.05. I am astonished of what they did. I spoke to them multiple times filling out unnecessary forms in order for them to release my watch. You are my last hope on solving this issue. It was unfair to not releasing my watch for two months, and then to bill me $686.05! I would really appreciate your help in this frustrating matter.

  Business Response

  Date: 10/30/2025

  Greetings ****** *******,
  
  We are sorry you experienced this unfortunate mishap. 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).
  
  DHL 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 DHL Express by phone at ************** or by email at *********************** for assistance.
  
  ********************************************************************
  
  Sincerely,
  DHL eCommerce Team

• Initial Complaint

  Date:10/29/2025

  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.

  I'm reaching out to file a complaint regarding my package (Tracking Number: [insert tracking number]) which has been severely delayed. According to tracking, it departed your ******, ** facility on October 27, 2025, at 2:30 AM, but **** still hasn't received or scanned it in.This order was placed on October 19th, and it's now been over a week with no progress. I was promised this package would be delivered by the end of October, and I specifically need it before October 31st.

  Business Response

  Date: 10/29/2025

  Dear ****** ******,
  
  Thank you for reaching out.
  
  Weve reviewed the tracking information and shipment details, and can confirm that your package is progressing through the standard delivery process and remains within the expected delivery window. Please note that DHL eCommerce does not manage the final delivery, and therefore cannot guarantee specific delivery datesthese are estimates provided by the sender.
  
  The merchant is responsible for setting delivery expectations with their customers. In this case, the sender selected expedited shipping, which typically takes 25 business days from the time the package is received at the origin facility to its final destination. The package was received on October 26, 2025, and the estimated delivery date is November 1, 2025.
  
  Delivery times may vary depending on the distance between origin and destination, and may be extended if a Sunday or postal holiday falls within the delivery window, as **** is our final-mile delivery partner.
  
  If you have further concerns or require additional assistance, we recommend contacting the merchant directly. They will be best positioned to support you and explore any available options.
  
  Sincerely,
  DHL eCommerce Solutions Team

• Initial Complaint

  Date:10/21/2025

  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.

  Order placed with the expected date of 10/19/2025. *** is the shipper. As soon as *** took the package it sat for a few days due to them being slow at processing shipping. Now, its over a week delayed. I paid for their express shipping and it didnt happen. They have terrible customer service and never offer ************************.

  Business Response

  Date: 10/22/2025

  Dear Montana *****,
  
  Thank you for reaching out to DHL eCommerce. We apologize for the delay in receiving your package.
  
  Often times when a shipping label is created by the seller/merchant, we receive a data notification for that package. However, tracking will not engage until we receive the actual physical package for processing in our facility. The physical package was received at our facility on 10/15/25 and processed on 10/16/25. 
  
  The seller/merchant is responsible for setting shipping expectations with their customers for estimated dates of delivery. Your sender chose for this package to ship SM Parcel Expedited, which can typically take up to 2-5 business days once received/processed at the origin facility to its final destination. Factors that affect the actual TAT (Turn-Around-Time) are the distance from origin to destination. Since we work with **** as the final delivery partner, times may be extended if a Sunday or postal holiday falls within the estimated delivery period. 
  
  ******************************************************************************************
  Delivered, In/At Mailbox
  **********, WV 26505 
  October 20, 2025, 5:04 pm
  
  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.
  
  Best regards,
  DHL eCommerce Team

• Initial Complaint

  Date:10/17/2025

  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.

  Complaint Against: DHL Express Order Number: #************ DHL Tracking Number: ********************** Original Order Date: September 26, 2025 DHL Possession Dates: October 2, 2025 October 15, 2025 Nature of Complaint:While in DHLs possession, my package was tampered with, and limited edition merchandise was stolen prior to delivery.Upon receipt, the package was covered in household plastic wrap that was clearly not from the original merchant, indicating that the original packaging had been opened and re-sealed by an unauthorized party.I have photo and video evidence documenting the condition of the package upon delivery and the missing contents.Hundreds of other customers have reported similar circumstances involving the same limited edition merchandise, all shipped through **** Kentucky (**) facility, indicating a potential ongoing issue within that location.I contacted **** customer service department and was informed that I could not file a formal complaint directly with the company, which is unacceptable and raises concerns regarding **** complaint-handling procedures and transparency.The tampering, theft, or interference with mailed goods constitutes a federal offense under U.S. postal and shipping laws. *** must be held accountable for maintaining the chain of custody and for any misconduct by its employees or contracted agents.Requested Action:Conduct a formal internal investigation into the handling of my shipment, specifically within the ******** facility between October 215, 2025.Provide a written report of findings, including any security footage, employee interviews, or audit results connected to this shipment.Issue full reimbursement or replacement for the stolen merchandise.Implement and communicate corrective measures to prevent future mail tampering or theft within *** facilities.Establish and make public a clear process for customers to file direct complaints involving package theft or tampering.

  Business Response

  Date: 10/20/2025

  Dear *****,
  
  Thank you for contacting DHL eCommerce. Were sorry to hear about the unfortunate issue you've experienced.
  
  Please note that DHL eCommerce partners with **** for final delivery to the recipients mailbox. As such, we do not have direct oversight of **** delivery procedures and cannot guarantee specific handling protocols.
  
  As a bulk logistics provider, DHL eCommerce does not individually weigh or inspect packages. If a package arrives visibly damaged or empty, our standard procedure is to either return it to the sender or discard it. Tracking updates are provided by the local carrier, and our visibility is limited to what is available on their platform.
  
  Upon reviewing your tracking information, we found no reported delivery issues. The shipment shows as successfully delivered on October 16, 2025, at 10:55 AM. Once **** marks a package as delivered, *** is unable to provide further details. **** guidelines advise against processing packages that show signs of tampering or damage, and such events would be reflected in the tracking history. If you suspect mail theft, you may report it directly to **** at **************************************** or by calling **************.
  
  While we understand that damage, loss, or theft can occur during transit, we are unable to investigate further since the package was shipped intact and **** has not reported any issues. Please note that all purchase and shipping fees are paid directly to the seller (merchant). For further assistance, we recommend contacting the seller, who can initiate a claim with us if necessary.
  
  We sincerely apologize for any inconvenience this may have caused.

• Initial Complaint

  Date:10/14/2025

  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.

  I bought an item on **** on July 23, 2025. I was given a DHL tracking number that linked to the German version of their site. This is the tracking number I was given: CA518662017DE.I am located in *****************, and so is the shipping address of the delivery. I tracker the package on the main version of the site, because its not in German, and I saw the tracking information update over the first few days. The package it made it to a nearby *** facility in **********, ***** but suddenly stopped updating after one failed attempt to deliver to my apartment.Weeks went by. I tried to reach out to ****** is impossible to contact a human being at ***. The tracking code that I was given did not work on their automated phone system, and there was no other way to speak to anyone.I tried to call **** **************** Their phone line was disconnected. Also, I dont speak German.I tried the live chat on *********. My tracking code was not accepted again and it was impossible to reach a human being.This is awful customer service. Its insane that there is no way to contact a human being.

  Business Response

  Date: 10/15/2025

  Greetings ***** ******,
  
  We are sorry that you are experiencing this unfortunate mishap. We have reviewed the tracking information provided (CA518662017DE) and it does not appear in our system, it indicates this package was not handled by DHL eCommerce Americas. 
  
  Unfortunately, this package was processed through ************* - DHL Paket--*********************** of *******, with international origin/destination addresses handled by ****--****************************. These entities are postal partners handling regular mail/parcels through local and internationally postal systems.
  
  Deutsche Post Tracking
  ******************************************************************************************
  
  USPS Tracking
  It appears that this package is being returned to sender after Notice Left notification.
  *********************************************************************
  
  Unclaimed/Being Returned to Sender
  *************************;
  September 9, 2025, 8:50 am
  
  Reminder to Schedule Redelivery of your item
  August 13, 2025
  
  Notice Left (No Authorized Recipient Available)
  **********, ** 76110 
  August 8, 2025, 3:40 pm
  
  We recommend contacting your seller (merchant) of the package, and they may take any necessary steps or options to provide you with further assistance. 
  
  Sincerely,
  DHL eCommerce Team
  
  

  Customer Answer

  Date: 10/27/2025

   
  Complaint: 24005436
  
  I am rejecting this response because:

  I still have never spoken to a real person from DHL. The linked information is to more dead ends and information in German.

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

  Business Response

  Date: 10/28/2025

  Greetings ***** ******,
  
  We are sorry that you are experiencing this unfortunate mishap. Unfortunately, this package was not handled by DHL eCommerce Americas. DHLeC is not the correct contact for your inquiry. We are unable to assist you with this package. 
  
  This package was processed through ************* - *** Paket--*****************************************, to ****--****************************. These entities are postal partners handling regular mail/parcels through local and internationally postal systems.
  
  **** Tracking
  It appears that this package is being returned to sender after Notice Left notification.
  *********************************************************************
  
  Unclaimed/Being Returned to Sender
  *************************;
  September 9, 2025, 8:50 am
  
  If you are unable to reach *************; we recommend contacting either **** ************** or your seller (merchant) of the package, and they may take any necessary steps or options to provide you with further assistance. 
  
  Sincerely,
  DHL eCommerce Team

• Initial Complaint

  Date:10/06/2025

  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.

  I received my package that originated from *** and was delivered by ****. I only received 2 of my 4 CDs I ordered. This has been an issue across the country with *** for these specific products. The boxes themselves were horribly constructed and it makes it easy to open and close. I believe the missing items were stolen and not just lost

  Business Response

  Date: 10/07/2025

  Dear *****,

  Thank you for reaching out to DHL eCommerce. We regret to hear about the unfortunate situation you've encountered. Please note that ***** does not oversee the final delivery process and does not have direct control over it. According to ***** protocol, any package that appears damaged, opened, or tampered with should be placed on HOLD, and the vendor will be notified for further instructions. As per **** guidelines, they should refrain from processing packages that show any signs of tampering or damage. Any final scan events will be reflected in the tracking notifications by the local mail carrier as "damaged; missing contents." If you suspect mail theft, you can report it online at: ******************************************** by calling **************.

  Upon reviewing the tracking information, we found that there were no delivery issues with your shipment. The tracking indicates a successful delivery: Stop Clock on 10/6/25 at 3:32 PM, marked as DELIVERED. Once the package receives a final Delivered scan from the local post office, *** is unable to provide further details. Please be aware that since signatures are not required, the delivered scan serves as proof of delivery.
  Tracking information can be found here: **************************************************************************************. The package was delivered to the mailbox in ******, ** *****, on October 6, 2025, at 3:32 PM.

  Please note that all fees associated with the packages you purchase or ship are paid to the seller. For any further questions or concerns regarding the shipment, we recommend contacting the seller or merchant for assistance. They can take the necessary steps to file a claim with us as per our contractual agreement. We apologize for any inconvenience this may have caused.

  Best regards,
  DHL eCommerce Team

  Customer Answer

  Date: 10/07/2025

   
  Complaint: 23981295
  
  I am rejecting this response because:

  The weight on the tracking does not match what we received. We ordered 4 items and only received 2. The box was flimsy and easily able to be opened. Why did no one in your facility from the start better tape or handle the box? There is no lost and found from lost items in packages that can be researched? I have already spoken to the local **** who made delivery who stated they had nothing loose and the box was that way when delivering. I submitted and reached out to **** and have not heard anything. This package started with *** and by delivery weight did not match.

  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 10/08/2025

  Dear *****,
  
  We regret to inform you that all fees associated with the packages you purchase or ship are paid directly to the seller. It is the seller's responsibility to ensure the contents and packaging of your items are secure. ***** acts as the bulk logistical shipper and does not weigh each package individually or open them to verify their contents. If a package arrives with visible damage or is empty, DHLeC's protocol dictates that it will either be returned to the seller or discarded.
  
  Please note that we do not have direct control over the delivery process and cannot guarantee specific protocols from the postal provider. Our access to tracking information is limited to what is available on their website, and tracking scans are initiated by the local carrier. If there are no reported issues with the delivery, we will not see any discrepancies unless they are included in the tracking updates.
  
  Additionally, it is important to acknowledge that packages can sometimes be damaged, misplaced, or theft can occur during transit. Since the package was intact when shipped and **** has not recorded any scans indicating "visible damage," we are unable to conduct further investigation on this matter. We sincerely apologize for any inconvenience this situation may have caused.
  
  If you have any further questions or concerns regarding the shipping of your package, we recommend reaching out to the seller/merchant for assistance.
  
  Best regards,
  DHL eCommerce Team

  Customer Answer

  Date: 10/08/2025

   
  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,
  
  ***** ****

• Initial Complaint

  Date:09/25/2025

  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.

  We ordered a homecoming dress. It was supposed to be delivered today, but never arrived. I cannot get anyone at *** to respond to me about why the delivery hasn't been made

  Business Response

  Date: 09/25/2025

  Dear ******* ******,

  Thank you for reaching out to DHL eCommerce. We apologize for the delay in receiving your package. Unfortunately, we do not have direct control over the delivery process and cannot guarantee specific delivery dates, as they are only estimates. Various factors come into play once we transfer the packages to **** for final delivery to your mailbox.

  I have reviewed the tracking information, and it shows that your package is still in transit within the **** network. You can track it using the following link: **************************************************************************************.

  The expected delivery date is Friday, September 26, 2025, by 9:00 PM. Your item arrived at the **** facility in *******, **, on September 25, 2025, at 6:04 AM and is currently en route to its destination.

  If your package does not arrive, we recommend contacting the seller (merchant) for further assistance, as they can provide additional options for resolution. We apologize for any inconvenience this may have caused.

  Best regards,
  DHL eCommerce Team

• Initial Complaint

  Date:09/23/2025

  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.

  I purchased something on September 18th for $89.88. It was shipped *** E-Commerce Expedited Max which has a 2-3 day delivery time. The tracking was created on 9/19 and the package was marked en route/awaiting processing on 9/20 at 4:15 am. There have been no further information or updates and no estimated delivery. I am going out of town and this order may not arrive on time due to ***. I send a customer service email and with no response yet. I paid extra for my package to come expedited *** to have it on time. Thats pretty terrible service when expedited *** says 2-3 days and its been that without even updating the tracking number.Tracking number: ******************************

  Business Response

  Date: 09/24/2025

  Dear ***** *******,
  
  We are sorry to inform you that your package has not yet been received. After reviewing the tracking information and shipment details, we can only confirm that we received the shipment data on September 20, 2025. The status "EN ROUTE TO DHL ECOMMERCE" indicates that a label was generated and the shipment was manifested by the seller/merchant; however, we have not received any shipment scan events from our network. This suggests that we have not yet received the actual physical package for processing.
  
  We have also checked for any holds, damages, or returns, and found no indication that ***** has received the physical shipment at our facility. Unfortunately, our thorough search yielded no additional information regarding this package.
  
  Given the elapsed time and lack of event scans, we recommend reaching out to the seller/merchant for any potential assistance regarding the undelivered package. We apologize for any inconvenience this may have caused.
  
  Best regards,
  DHL eCommerce Team

  Customer Answer

  Date: 09/27/2025

   
  Complaint: 23925184
  
  I am rejecting this response because: they apparently found my package after my complaint. It was scanned in Friday, September 26th at 5:40 pm. However, its marked for delivery on October 1st, which is still longer than the shipping that I paid for which should be 2-3 days not 5 days. Thats not counting the six days that it was lost Since it was lost for 6 days and now found, I would expect that *** would ensure it was at least delivered in the 2-3 day time frame that was paid for with expedited max, and not take even longer. 

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

  Business Response

  Date: 10/10/2025

  Dear ***** *******,
  
  We received the physical package from the seller/merchant at our facility for processing on September 26, 2025, with an expected delivery date of October 1, 2025. The package was successfully delivered on September 30, 2025. Please note that Expedited Max typically has a delivery timeframe of 2-3 business days, which includes processing and transit from the origin to the destination.
  
  Unfortunately, we do not have direct control over the delivery process and cannot guarantee specific delivery dates, as these are only estimates. Various factors can influence the delivery timeline, including weather conditions, transport issues, misdirected packages, mechanical problems, carrier errors, and sorting facility delays.
  
  If you have further concerns, we recommend reaching out to the seller (merchant) of the package, as they can help you with any additional options of assistance.
  
  Best regards,
  DHL eCommerce Team

  Customer Answer

  Date: 10/23/2025

   
  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,
  
  ***** *******

• Initial Complaint

  Date:09/14/2025

  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.

  I am submitting a formal complaint regarding **** handling of my package. The tracking information indicates that my package was received by *** on 4 August 2025 at their ********, ** facility. It departed for the ************* on 9 August 2025, arriving at the ************, IL facility. Since then, the package has shown no meaningful progress and has not been delivered.The most recent tracking entry, dated 13 September 2025, still shows the status as EN ROUTE and has remained this way every day since, with the only change being the date. Despite over a month having passed, *** has not provided any meaningful updates, nor has **** confirmed receipt for final delivery.Additionally, the company from which I purchased the product contacted *** on or about 5 September 2025. *** advised them that I should receive an update on my package within 72 hours as of 9 September 2025. I have not received any response or tracking update since then.This delay is unacceptable. I purchased the item with the expectation of timely delivery, but *** has failed to meet that obligation. This package was intended as a gift, and the prolonged delay has caused significant inconvenience.Shipment Details:Customer Confirmation Number: ******************************************* Number: **************** Local Tracking Number: ********************** Key Tracking History:4 Aug 2025 Package received at DHL eCommerce ******************** ********, ** 6 Aug 2025 Processed and manifested for outbound transport 9 Aug 2025 Processed and departed *** facility, ************, ** 13 Sept 2025 Status: En Route (Updated to this status everyday).

  Business Response

  Date: 09/15/2025

  Greetings ****** ******,

  We are sorry that you have not received the package. We have reviewed the tracking information and researched the shipment details which indicates the package is experiencing a service/transit delay. This package was processed and in transit to its next destination 8/9/25. However, the available information does not provide any insight into the specific reason for the delay. Either website ***** or **** (local delivery partner) will not receive any further updated tracking information until the package reaches its next destination for additional package scans.

  Since the package has not received any further tracking scans or updates from ****, we are not able to obtain any additional information. There are times when an individual package may be delayed during processing and transit; and there is no clearly identifiable explanation. This appears to be one of those cases.

  Due to the time frame lapse and no event scans, we recommend contacting the seller/merchant to see if they can offer any options of assistance for the non-delivered (lost) package.They can take any necessary steps to file a claim with us per our contractual agreement. Sorry for any inconvenience experienced.

  Sincerely,
  DHL eCommerce Team 

• Initial Complaint

  Date:09/07/2025

  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.

  My package with tracking number ************************** (DHL eCommerce #****************) was shipped but has been stuck on September 5, 2025. The last update shows En Route to DHL eCommerce ******************* or Awaiting Processing in ********, ** on September 5 at 2:55 PM. Since then, there have been no new scans, no movement, and no ********** is now past the promised 37 business day delivery timeframe, and the package has not been transferred to **** for final delivery. I have checked the tracking repeatedly and contacted customer support, but no resolution has been provided.This delay and lack of communication are unacceptable. Customers should not be left without clear information on the whereabouts of their shipments. After reviewing many public complaints about DHL eCommerce, I see this is a recurring problem, which makes it even more frustrating and concerning. I would like :A clear and accurate update on the current location of my package.An explanation for the delay.Immediate transfer of my package to **** for final delivery.If delivery is not possible, I expect *** to take responsibility and provide a proper resolution.

  Business Response

  Date: 09/22/2025

  Greetings *****,
  
  Thank you for reaching out to DHL eCommerce. We apologize for the delay in our response. Unfortunately, DHL eCommerce does not handle the delivery or return processes directly. As a bulk logistical shipper, we collaborate with local postal offices and delivery providers for the final mile delivery to your mailbox, and we do not have direct oversight of the delivery process.
  
  It is the responsibility of the seller or merchant to communicate shipping expectations to their customers regarding estimated delivery dates. In this case, your sender opted for expedited shipping, which typically takes 2-5 business days from the time it arrives at the origin facility to reach its final destination. We received the physical package from the vendor on September 7, 2025, and it was expected to be delivered by September 11, 2025.
  
  Upon reviewing the tracking information, we found no delivery issues. The tracking indicates that **** successfully delivered the package to the front door/porch at the address in ******************* on September 9, 2025, at 11:19 am. According to ****, the geo-locational data confirms that it was delivered to the correct address. Once the package receives a final delivered scan from the local post office, *** is unable to provide any further information. Please note that since a signature is not required, the delivered scan serves as proof of delivery.
  
  If you have any further concerns, we recommend contacting the seller (merchant) regarding your package, as they can assist you with any additional options.
  
  Best regards,
  DHL eCommerce Team