We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Delivery Service

DHL Express USA INC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Delivery Service.

Complaints

Customer Complaints Summary

  • 10 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:06/23/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    ******** ***** at *** personally quoted me an approximate package shipment price of $159.25. Later he said this was non-binding and an estimate only (which is fine) When I typed in the info the price came up to approximately $230, which we were not happy about, but still ate the cost of. When we got our bill from ***, they are now charging us $316.33 . We never approved this amount and have never seen this amount. It's 2x the cost of the original quote. Every time I contact, call, email, etc... to ***, they ask me the same questions which are similar to 'prove it' or 'contact this other person' but it goes around in circles and they keep sending bills.We are happy to pay the $230, but we will not pay $316.33, and now would like to be compensated for the nearly 7 hours trying to get this resolved. Our shop rate is $80/hr. If you reimburse us $330 and cancel the bill, we can call it even

  • Initial Complaint

    Date:05/24/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 paid $70 to send personal documents by DHL Express International on 05/17/2025. I was advised it can arrive by 05/21/2025. It has not been arrived as of 05/24/2025 and shows in transit. (It looks like will arrive on 05/26 or 05/27/2025). When I contacted *** I was advised since I used authorized dealer there is nothing they can do. When I contacted local mail shop they said it is *** issue and is not their responsibility. DHL express overseas should take 3 business days and should not take this long. My mail was picked up by *** on 05/19/2025 from **************** ** and went to ****************. Mail was held in **** until 05/23/2025. I would not have paid $70 if it was going to take this long. I requested *** to reimburse $70 back to me.

  • Initial Complaint

    Date:02/27/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    On Feb.27th, I am expecting a face-to-face signature required delivery from *** since the product I ordered was about 3800+ dollars. ***'s website showed the driver was arriving soon and when I checked the map, the driver just drove away from my location without calling or checking with the location. After I called the customer service and kindly asked the driver to come back for a second delivery since I am right at home, neither of those parties called me or provided me with a proper response. I had to pick up the package to their service location which was the opposite of why I choose *** to ship to my home. I requested *** to warn/punish the driver for not following his SOP and requested *** to refund me the money that I spent in this international shipping.

  • Initial Complaint

    Date:12/21/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    After attempting online resolutions, online chat and then contacting **************** ***********. I have to contact a different **************** at ************. That service informs me that they cannot provide any information or updates and have no information. For a global shipping company that advertises on Formula1 - what a laughably horrible company. I have reached out to the shipper to see what success they can have as well

  • Initial Complaint

    Date:12/21/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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, this is a huge issue with ***, I had made a purchase through a company overseas that specializes in roller-skate parts. I also spent extra on shipping.I let them know that my address was recently changed, to which they changed in their system and notified me that they had successfully changed my shipping address.I get a confirmation from *** on the 16th of December, and it'll be delivered early, sweet right?Well, the package gets to a hub in **** on the 17th of December. Nothing else the whole day until it appears in ********. I had messaged customer support, to let them know that they need to change the address. Knowingly, they seen the issue and fixed it after the package had STILL attempted to be delivered, i had to call *** YET AGAIN because my package wouldn't go anywhere until i called and got it *********, I got in touch with customer service again, asked them what's going on. I got the usual " It takes a few hours for our system to update" But it never did.Well, the tracking updated and finally reached its way back to **** AGAIN on the 20th of December. I was out and about till I received a notification that i missed a delivery FROM *** that ********** yet again, I had to call. AGAIN. Though, nobody was available because I am a disabled Vet with medicinal needs and cannot revolve my life around micromanaging a multimillion-dollar company! I cannot track my packages accurately, and i cannot rely on the representatives to give me accurate information as well, as their information conflicts with what I see on my screen.There are NUMEROUS complains very similar to mine across ***************** if you please read the comments. *** does not listen, and doesn't care!

  • Initial Complaint

    Date:12/09/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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. Package containing sensitive legal documents was left at incorrect address/door despite requiring signature. (was home all day waiting for delivery, asked to leave note for driver- if any problems finding address, please text or call- no such attempt was made)2. No assistance from DHL after the fact contacting driver to find out where package was left, getting back package or any way to rescue package. *** did not full fill his contractual obligation, given the nature of the business, in which we entrust them with sensitive information, they should be held accountable.There will be extra costs in reproducing the legal papers, plus there is monetary loss because of delay

  • Initial Complaint

    Date:05/17/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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 *************, ** location I contacted the **** #. I ordered a item and the delivery person stated attempted to deliver no one home. I have cameras that record all day around my home. My camera pick up a squirrel at the door. I am sad that I had to experience a dishonest delivery driver. The delivery driver put in their system attempted delivery no one was available. I reviewed all my cameras no delivery person May 17 the date the driver stated attempted delivery. I also checked the previous days.I am reporting this location to BBB for being Dishonest and probably taking customers packages. I call the 800 customer service # they offer another delivery attempt without a signature. After this experience I was nervous to agree. Now I have to drive home from work 45 minutes. Then a additional 15miles away from home to pick up my package due to me the customer being nervous from a dishonest employees that work for DHL at the ************* ** location. I hope this office can help assist.

  • Initial Complaint

    Date:04/04/2023

    Type:Product Issues
    Status:
    Unanswered
    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 called DHL and asked for a sales rep to reach out to me and was contacted by ************************************* who I explained to that I was getting ready to purchase some equipment and I wanted to know if with a business account if I could save over the rates the company in ***** who ships with DHL charges me. I was told that was what business accounts are for. ***** asked me a lot of questions like how many times a year I would be getting shipments and I told him two or three. What he should have told me and didnt is that I could not compete with the company in *****. He said he would walk me through all the steps of getting my purchase, now I am being billed for more that 2K more than I should have to pay. ***** told me to have the company in ***** added as an authorized shipper for me and start the process. At no point was I contacted by DHL prior to shipment with weight and or cost information or even how to get this information, nor did I okay the shipment. A few days later I got an invoice for $2,607.28 . I was quoted $490.00 from the company in ***** who I have ordered from before the exact same equipment but only much larger scale as these were replacements pieces and shipping was never even close. *** refuses to address the false and misleading statements made by *********** and keeps harping on the weight issue, ignoring all other points I have made. Furthermore all of *********** supervisors have stopped responding to me and even their billing department has resorted to using their general email to respond to me stripping the contact information for the rep from the email. They are trying to avoid amending the cost or even offering me a solution we can both agree too. They even tried to tell me to have the company in ***** re-bill the shipment but wouldnt provide support and the company in ***** no longer wants to work with me trying to get DHL to apply discounts to their account due to DHL refusal to help. Sincerely, *********************** ************

  • Initial Complaint

    Date:03/27/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Awaiting my monthly delivery from subscribed service and noticing that it's taking a long time to be delivered. Track package through DHL, and see that it's been 13 days since the last update stating that it's at their distribution center. Call customer service and the individual tells me that I need to contact the sender of the package for them to initiate dispute. I ask why since DHL has the package- 'can't you contact your own distribution center?'. I had provided the tracking number and my information so it shouldn't be hard to find. Representative tells me no because it's been more than 48 hours since the last update. I inquire what they did with the package then or what would have happened to it because it's not as if it grew legs and walked away. Is it on a truck or in the distribution center? Are they just understaffed and I can expect my package still? Can't answer any of this because she says they won't contact their distribution center. Terrible process for package handling, terrible customer service. Why have a phone number to call to track your package if they're just going to tell you they won't look into it for you at all? Very disappointed in the company and the customer service representative.

  • Initial Complaint

    Date:02/21/2023

    Type:Billing Issues
    Status:
    Unanswered
    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.
    Some one either used my account information to ship something in a different country to another country or DHL billed the wrong customer account which is me, for someone. The transaction was not even in my name or country and they charged my account ******. When I got the email of the charge I called DHL and disputed case number ******** on 02/06/23. Still is not resolved and I keep getting emails about Me still oweing the bill and it's in collections. The transaction took place in ****** and I'm in *************. I never used this account just had this opened for my business for my merchants in ***** but never used it. I never provided anyone with my account information. I got a email on 02/13/23 about there still working on it but I'm also getting emails that I still owe this debt that is not mines. This fraud and just want this over with.

DHL Express USA INC is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.