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:03/07/2024

  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 Have A Package That Has Been Stuck In ****,****.*** says they handed it over to **** I called **** & they told me they do not have it and dhl told me they dont have it the tracking number is #**************** This is crazy I should not have to go through this!!!

  Business Response

  Date: 03/11/2024

  Greetings ***,
  
  Thank you for the inquiry. We have reviewed the tracking information and researched the shipment details which indicates the package had no delivery issues. Tracking is showing a successful delivery by ***** Delivered, In/At Mailbox, *****, ** *****, March 8, 2024, 11:53 am. There were no delays reported in the area during this shipments time frame. 
  
  The seller/merchant is responsible for setting shipping expectations with their customers for estimated dates of delivery. The seller/merchant sent the package with a 2-5 business day delivery option. This includes processing/transit/delivery from the date that the package is received/processed by DHL eCommerce. The package was delivered on 3/8/24 within the delivery window.
  
  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.
  
  Sincerely,
  DHL eCommerce Solutions Team
  
  

• Initial Complaint

  Date:02/15/2024

  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.

  A package I ordered was shipped via DHL. It was supposed to be delivered to **** and then delivered to me. **** investigated and never received the package. *** refuses to attempt and locate the package. They will only tell me it was supposed to be delivered by 01/10/2024 and its still in transit to ****. **************** Refused to provide and information, was not helpful and refused to let me speak with anyone else to include a supervisor.

  Business Response

  Date: 03/01/2024

  Greetings *****,
  
  We have reviewed the tracking information and researched the shipment details which indicates the package has experienced a service delay. However, the available information does not provide any insight into the specific reason for the delay. Either website DHL or **** will not receive any further updated tracking information until the package reaches its next destination for additional scans. Since the package has not received any 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 for further assistance. They can take any necessary steps or options to file a claim with us per our contractual agreement. Sorry for any inconvenience experienced.
  
  Sincerely,
  DHL eCommerce Team

• Initial Complaint

  Date:02/12/2024

  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.

  This facility is known for "losing" packages and expecting merchants to resend them. DHL ecommerce is suppose to be a facilitator of third party shipping partners and the ***** However, when packages reach this warehouse in Avenel **********, they stay there are never tendered over to ***** You can read all the reviews about how DHL doesn't hand packages over - ************************ This DHL facility is stealing packages and blaming the **** for their crimes.

  Business Response

  Date: 03/12/2024

  Greetings Rakey,

  We are very sorry that you have experienced this unfortunate incident.We have reviewed the tracking information and researched the shipment details which indicates the package has experienced a service delay. However, the available information does not provide any insight into the specific reason for the delay. Either website DHL or **** will not receive any further updated tracking information until the package reaches its next destination for additional scans. Since the package has not received any 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 for further assistance. They can take any necessary steps or options to file a claim with us per our contractual agreement. Sorry for any inconvenience experienced.
  
  Sincerely,
  DHL eCommerce Team

• Initial Complaint

  Date:02/08/2024

  Type:Sales and Advertising 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 is a shipping carrier. It seems to be a black hole for packages. Ive had to contact businesses for replacement packages with upgraded shipping just to bypass this place in hopes of receiving my goods that I purchase. I dont know what happens to the original packages because I never see them. This has happened on numerous occasions. DHL claims in the shipping details of my package to allow 1-3 business days for updates on packages within the US. Im on day 6 of waiting for my current package. I am attaching the current shipping details of my package from today 01-26-2024.

  Business Response

  Date: 02/09/2024

  Greetings ********,
  
  Thank you for contacting DHL eCommerce Solutions. After research, tracking results are reflecting a successful delivery by **** (Delivered, In/At Mailbox, ****, ** 55051, January 27, ****, 4:46 pm).
  
  This package may have experienced a service/transit delay. Per **** it appeared the package had "visible damage". They will determine if a package proceeds to delivery or not, as they usually do not deliver damaged packages. Please note: Ground shipments generally deliver 3 to 8 business days from the received date. The package was processed on 1/18/24 with an expected delivery of 1/27/24. The actual TAT (Turn-Around-Time) may be extended if a Sunday or postal holiday falls within the estimated delivery period, or the package experiences a service/transit delay. We apologize for any inconvenience caused by the delay.

  Sincerely,
  DHL eCommerce Solutions Team

   

• Initial Complaint

  Date:02/07/2024

  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.

  Date 12/13/2023.Amount $477.72 Committed to provide Sneakers.DHL and merchant denying but DHL is also taking fault.******** is saying DHL is denying.Order Number ********* Tracking Number ********** No, the issue doesn't involve advertising.I ordered shoes 12/13/2023 never received the shoes tracking shows the shoes were delivered to DHL ******* ** but DHL is saying they were delivered to my house 12/18/2023. The package couldn't possibly be processed, pass customs and delivered from another in 4 days. The DHL agent I spoke with stated that their delivery trucks have gps and they can't find tracking that shows the driver came to my home that day nor could they provide proof of delivery. I also have my camera footage from my home that day showing no one came. I have been going back and forth with this since December. My son didn't receive his Christmas gift and I'm out of my money as a single mother that's so unfair. I have done everything DHL and the merchant has required of me emails. affidavit and a police report and still no resolution. Since the package is showing my shoes are at the *** DHL location I had to take off work and went there in person Friday and the manager there stated that they are at fault, and I am *********** my refund, but the merchant has to put it through and not me. I emailed the merchant, and they said no they weren't doing it because DHL denied it previously. I have been given the runaround, false communication and lies through this whole process. I just want my money back or my shoes and I'll be satisfied. I really hope you can help me out this is very depressing and frustrating. I have all documentation, email communication and the calls where I have reached out several occasions. Anyone who orders shoes from GOAT know they take up to 2 weeks to deliver. I have more verbal details if needed.

  Business Response

  Date: 02/09/2024

  Greetings ****,
  
  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 Solutions. Unfortunately, this package was processed through our sister firm DHL Express. For assistance, kindly get in touch with our sister firm DHL Express by phone at ************** or by email at *********************** for assistance with the following: Inquiring about a delivery by DHL Express (10 digit Waybill numbers)

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

  Sincerely,
  DHL eCommerce Solutions

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21248746
  
  I am rejecting this response because: I have done all of that still no package or refund. The manager at DHL told me I'm entitled to my refund because the *** tracker from the delivery does not show my address in their system nor any proof of delivery
  
  Sincerely,
  
  *******************

  Business Response

  Date: 02/19/2024

  Greetings ****,
  
  As stated before, DHL eCommerce Solutions did not handle your package. We are unable to assist with this issue.

  The package was handled by our sister firm *** Express ***************) If you were in contact with the *** Manager we advise to contact them for further assistance. You may also want to contact the vendor/merchant where you made your purchase, they should be able to assist with a non-delivered package.

  *************************************************************************************************
  
  Sincerely,
  DHL eCommerce Solutions

  Business Response

  Date: 02/19/2024

  Please see attached PDF of customer shipment. complaint #********.

  Business Response

  Date: 02/19/2024

  see PDF of customer shipment details

• Initial Complaint

  Date:01/25/2024

  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 made an order from Tile on 10 December. It was shipped and arrived at this business on 13 December with an estimated delivery date of 15 December. The item never moved again. There is no number to contact the place so I used the customer service chat option. I was told I had to reach out to the retailer after I told them my issue. Luckily, Tile is amazing and processed a refund, but I don't see how they should be held responsible when they shipped the item when they should have. Now Tile is out for the product that is sitting at this warehouse and out the money that they refunded me for the product. Meanwhile, the item is just sitting in GA... or has been stolen by an employee. I then looked at the ****** reviews and this is a major issue with this location. Everyone that has contacted them with the same issue was directed to contact the retailer. (I also left a ****** review.)

  Business Response

  Date: 01/26/2024

  Greetings ******,

  We are sorry to hear that you are having delivery issues. After reviewing the tracking information and researching the shipment details, it appears the package has experienced a service/transit delay. Scanning events show your item was in transit to **** for final mile delivery on 12/13/23. Unfortunately, updated scans have not been made available to determine the current status.
  
  However, the tracking scans do not provide any insight into the specific reason for the delay. There are times when a single package is delayed during processing and transit and there is no clearly identifiable explanation for the delay. This appears to be one of those cases. We apologize that we do not have any other information available for the whereabouts of this package.
  
  In these circumstances we recommend contacting the seller/merchant for further assistance. The seller can advise you as to the options available if you did not receive your package. They have the ability to take any necessary steps to file a claim with us per our contractual agreement. Sorry for any inconvenience experienced.
  
  Sincerely,
  DHL eCommerce

  
  

• Initial Complaint

  Date:01/16/2024

  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.

  DHL lost my pkg..I can't get support from them. I emailed, sent mess, ******* and Messenger. No reply!

  Business Response

  Date: 01/17/2024

  Greetings ******,
  
  We have reviewed the tracking information and researched the shipment details which indicates the package appears to have experienced a service delay. This package was tendered to the delivery service provider for final mile delivery by **** on 1/4/24. Either website DHL or **** will not receive any further updated tracking information until the package reaches its next destination for additional scans. However, the available information does not provide any insight into the specific reason for the delay. 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. This package has a final scan showing a successful delivery: Delivered, In/At Mailbox, *****************, ** 72118, January 11, ****, 4:07 pm. 
  
  We apologize for any inconvenience caused by the delay.
  
  Sincerely,
  DHL eCommerce Solutions

  Business Response

  Date: 01/31/2024

  Date Sent: 1/17/**** 4:40:10 PM
  

  Greetings ******,
  
  We have reviewed the tracking information and researched the shipment details which indicates the package appears to have experienced a service delay. This package was tendered to the delivery service provider for final mile delivery by **** on 1/4/24. Either website DHL or **** will not receive any further updated tracking information until the package reaches its next destination for additional scans. However, the available information does not provide any insight into the specific reason for the delay. 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. This package has a final scan showing a successful delivery: Delivered, In/At Mailbox, *****************, ** 72118, January 11, ****, 4:07 pm. 
  
  We apologize for any inconvenience caused by the delay.
  
  Sincerely,
  DHL eCommerce Solutions

• Initial Complaint

  Date:01/10/2024

  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 #********************************** Saturday November, 18 2023 13:05 Local time TENDERED TO DELIVERY SERVICE PROVIDER, ALLOW 1-3 DAYS FOR UPDATES FOR PACKAGES WITHIN THE US Avenel, **, US MY PACKAGE HAS BEEN AROUND THE CORNER FROM ME AT THE WAREHOUSE FOR OVER A MONTH WHERE IS MY PACKAGE?

  Business Response

  Date: 01/11/2024

  Greetings ****,
  
  We have reviewed the tracking information and researched the shipment details which indicates the package has experienced a service delay. However, the available information does not provide any insight into the specific reason for the delay. Either website DHL or **** will not receive any further updated tracking information until the package reaches its next destination for additional scans. Since the package has not received any 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 for further assistance. They can take any necessary steps or options to file a claim with us per our contractual agreement. Sorry for any inconvenience experienced.
  
  Sincerely,
  DHL eCommerce Team

• Initial Complaint

  Date:01/02/2024

  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 sent JJD00026702000001516001 from DHL ******* on 18th of December. They promised it will be delivered by the 22nd. It is now 27th and the package is not to be found, it contains important original documents, DHL does not do anything about it, they do not offer me solutions.

  Business Response

  Date: 01/17/2024

  Hello BBB<

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

  1) This complaint was sent to DHL Global Forwarding.     This complaint is for our sister company DHL eCommerce.   Please send this complaint to their attention.

  2) This complaint is not for a US shipment.  It is for a shipment from ***** to *******

  3) This shipment  has since delivered on Jan 05.

   

  regs

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

   

  Business Response

  Date: 01/22/2024

  Greetings ****,
  
  We have reviewed the tracking information provided and it does not appear in our system, it indicates this package was not handled by DHL eCommerce ********. Unfortunately, this package was processed through DHL Parcel *****, with international origin/destination addresses. It appears the last scan for this package was 05/01/2024 Delivered *******.
  
  *********************************************************************************
  
  Sincerely,
  DHL eCommerce Solutions

• Initial Complaint

  Date:12/22/2023

  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: 20970919
  
  I am rejecting this response because:
  The carrier requires to provide the recipient a date of delivery.  They have had this package since 15 November. 
  

  This is day 23 since the carrier has had this package.  The acceptance time of possession is unacceptable.  
  

  DHL please read my compliant. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/07/2023

  Hello ******,

  This complaint was sent to *** Global Forwarding.  We are the heavyweight, commercial division of ***.  Your lost baggage was shipped with *** Parcel, which is a branch of the ****** postal service.  Though we operate under the same corporate parent, we are different business entities.

  I have asked BBB to redirect your complaint to *** Post.  Usually, once a shipment is involved in customs clearance, there is nothing that the shipping company can do to affect a faster transaction.  Since your baggage was lost in ******* and must reenter the commerce of *******, this is a necessary step, and I would keep in touch with the *** Parcel people to keep informed of its status.

  best regards,

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

  Business Response

  Date: 12/11/2023

  Hello ********************,

  As advised in my previous communication, your returned baggae is being handled by DHL Parcel.  This complaint was sent to DHL Global Forwarding.  I have asked that BBB refer this complaint to our colleagues at DHL Parcel for resolution. 

  I agree that once the package has delivered you should have a documented delivery.  However, it seems that this package is still in customs.  Once a package is in customs there is little that the carrier (DHL Parcel) can do to affect its clearance.  

  I have also forwarded this complaint to my colleagues at DHL Parcel for their immediate attention.

  best regards,

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

   

  Customer Answer

  Date: 12/11/2023

   
  Complaint: 20970919
  
  I am rejecting this response because:
  

  When I contacted other sister departments of DHL they did not pass on the information onto their colleagues.  This package has been in ************* since December 1st, 2023.
  

  Questions that need to be answered by DHL parcel.  
  

  1. Why did it sit in ******* so long  before arriving in *************?
  

  2. What is the process for filing a claim against DHL parcel? 
  

  3. Now they want to blame customs for the delays. 
  

  4. I will ask the same question for the

  third time?  When is this package going to be delivered? 
  

  5.  carriers know their average estimated delivery date(s) even including  custom inspections 

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

  Customer Answer

  Date: 12/22/2023

  ** train Reference # K2023/215574. DHL tracking number CM032612931DE. (Sept 2023). My personal bag was lost in ******* while traveling by ** train in *******. The bag was recovered in October of 2023 by **. Monetary funds were wired to the ** train company for the return of my lost goods. The package was tendered in good order to DHL parcel on November 15, 2023. The parcel arrived somewhere in ************* on November 21, 2023. As of 12/6/2023 their is no change in its status ( In transit ! In transit! ).Now it indicates in customs. I have notified the ** train company to file a complaint against DHL post requesting to inquiry about when the package will be delivered? They have refused to resolve this issue. Their response is " be a little more patient". I would like to know where the package is (physically) and when will it be delivered? DHL is a horrible carrier and their website continues to indicate in transit. I am afraid that if they go on strike the package will face further delays. I would also like to file a claim against DHL due to the fact that the shipper / ** train company refuses to resolve this issue.

  Business Response

  Date: 12/26/2023

  Greetings ******,
  
  We are sorry that you were experiencing delivery issues. However, this package was not handled by DHL eCommerce ******** (bulk eCommerce shipping division). 

  Unfortunately, this package was processed through *************** DHL ****************************** of *******, with international origin/destination addresses handled by ******************* Postal Service.These entities are postal partners handling regular mail/parcels through local and international postal systems. If you have any grievances please address them to the ************* division.

  It appears the last scan for this package is: Delivered, Individual Picked Up at Post Office, ****************, December 15, 2023, 10:56 am.

  ****************************************************************************;

  Sincerely,
  DHL eCommerce Solutions

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 20970919
  
  I am rejecting this response because:
  DHL is just passing the buck.  This compliant has been forwarded to two incorrect divisions . 
  

  please forward it to the correct division. 
  
  *****************************

  Customer Answer

  Date: 01/08/2024

  Title:  Carrier issues. 

  DHL post operates in ******* and exports goods to the **** They have an agreement with the ******** to provide end delivery to its customers in the ****

  Because of the several divisions within the company each division holds no responsibility for actions caused by or committed by its sister groups. 

  A. The shipper DB train company in ******* refused to assist in this matter.  They choose DHL post without my permission or authorization. 

  B. I requested these actions by telephone and e-mail: (All of these actions were not performed). 

  1. I requested that a trace be placed on the goods ( due to expiring medication). 

  2. I requested that a compliant needed to be filed because of the nature of the contained goods. 

  3. I requested that they contact DHL post and obtain an estimated time of delivery (ETA).  

  4. A final request to file a claim against the carrier was denied. ( Shipper's responsibility). 

  Customer Answer

  Date: 01/09/2024

  Please instruct me on how to file a claim against DHL post in *******.  As per U.S. law the customer has 9 months to file a claim. 
  

  Please provide direction ? 
  

  ****************************** 

  Customer Answer

  Date: 01/10/2024

  Let's wait and see how they respond.  They operate in the **** as part of a ******** joint operation.  I really need to file a claim and need for DHL post to provide that information. 

  Thanks again, 

   

   

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