I bought a dress from abbydress to be delivered by dhl it was left unsigned for on my front step whilst I was at work when I came home there was nothing there!!! I tracked the parcel and it said signed for by on porch!!! I paid over £15 for the delivery with insurance but dhl say they are not liable to refund me and abbydress say they are not I have lost over £80 in total. DO NOT trust either of these company's!!!!!
Made a pick up appointment for one day between 1 and 2 they never called. Called them at 230 they said the driver called and said he was not going to do the pick up. Argued because I sat to the house and no one bothered to call sent another guy at 330 customer service assured me mynhusband would get his package by Wednesday it had his medications in it. Nope he got it 6 days later than I was assured. Then stuff had been removed from the box, the charger that was connected to the phone, cookies, pig ears, and a 4ft dog raw hide bone, bottle of shampoo and some other small items. Dhl in iraq says its dhl us problem, dhl in us says its customs and dhl in iraqs problem I although box offices say that everything that was on the list past customs um hello those items were on the list. Now I am getting the run around about where the items are.
I received 4 different conflicting messages about an important package i've been waiting on. A delivery attempt was made when I was not home and my neighbour 'of course' did not pay the tarrifs so the package was returned to the dhl hub. I WOULD HAVE made sure I was home to receive the package though if their tracking system actually indicated when the shipment was to be made, but it didn't. All it said after initiation was 'In Transit' so there was no way to know that I needed to change my shipment to another day when I would be home. So I call once I find out the an attempt was made and was told it would be re-delivered the following business day (monday).
On monday I check tracking again and see that instead of being 'out for delivery' my package was on hold. So I do as they say and go online to reschedule the delivery for the following day. This is 9am in the morning mind you.
By noon I had received no notification that the delivery had been successfully rescheduled. No confirmation email was ever sent to me. So I call the customer service and they make it very difficult to speak to a person so I ended up using the automated system which told me my package was on the truck out for delivery. Which was clearly confusing so I kept pressing numbers until I could speak to a proper agent. Who turned out to be ESL, OF COURSE!! Far too long after I repeat my story to her over and over (and over) I am finally told someone will call me in an hour. Which THEY DID NOT.
So 1.5hrs later I call again and I'm told the online rescheduling service isn't actually connected to ANYTHING AT ALL and information has to be entered manually and it takes 24-48hrs. When I need something the very next day, How can such a service be of any use at all??
This however, is just one example of their backward and horrid service.
In an age where everything is computerized and deliveries are generally reliable, DHL is an incompetent dinosaur and SHOULD DIE!! They must deliver for free because I know consumers hate them so the only benefit to businesses must be the cheap shipping rate because they are the absolute worst.
EVERY SINGLE INTERACTION W/ DHL I'VE EVER HAD DHL HAS ENDED IN DEEP DISAPPOINTMENT AND FRUSTRATION. I AM SO ANGRY RIGHT NOW!!!
I had two boxes to be sent to Jersey, My first mistake was I booked the service through Courier Point. there are not good to deal with. The second mistake was DHL . I had a disaster with them last year and swore never to use them again.. it took DHL ten days to pick up my boxes for jersey? they gave no reason why, but stated that they were not liable for being late until they picked up the boxes! I did not know this this until I came back from a break away. Their customer service is not up to the job. It has cost me money and reputation . As for the reason why I did not want to use DHL . I sent a no 6 box to LA back in Oct 12 , the box came back a month later . DHL screw up on the paper work! It gets sent back again, again it comes back again, DHL screwed up again. I now have to replace some of the goods in the box as I was sending food that was now getting to its sell by date. Third time lucky! NO. My box came back this time in a BAG, some idiot drove over the box and crushed everything!! When I asked for to be compensated DHL wanted all the receipts for the good in the box! To this day I have not got a penny out of DHL for my loss and I seriously state to anyone using there service ( if that is what they call it) to avoid them...
i made a call to booing a same day collection at 5 pm on Monday, till the 9 pm , no one coming, then booked again on Tuesday from 9-12 am. still, no one coming, can the customer service at 12:30, been told the courier will coming before 2 o clock, same again, no one coming. call the customer service, same response, ask me wait or re- book.
My experience with DHL showed: As long as you are sending a packet within your own country, DHL not a bad choice, but as soon as you need to send packets to other countries, I would highly recommend never use DHL! You might pay double as much as you thought you would have to pay!
This is the official page of DHL, so this might be the right place to talk about my experiences with sending packets with DHL. My experiences were good so far, since I had been in China for half a year and could not transport all my belongings with me back to Germany. I decided to send a packet with DHL. First of I really appreciate that DHL in China is also working on Sundays. I really do. But that is not my problem. There were a few smaller problems that I will not mention here, because they are not a problem of DHL itself other than a problem of Chinese workers. The biggest problem I have with the company is, that the company is NOT able to calculate the costumes duty of my packet. So I had to pay an extra of nearly 200€ (to the packet of 300€ including the costumes duty they calculated in China after unpacking and checking every item) because I had to pay criminal monetary for not paying the right costumers duty and of course the extra duty. And the one they calculated was not even close to the amount I paid in China! To be honest, I do not understand, why I have to pay costumers duty for used clothes and shoes that I don’t even bought in China, but that is not my problem with DHL, I just do not think it is my job to know how much duty I have to pay when sending a packet with an international logistics company. It is the job of the workers at DHL to calculate right! Also to mention that the service is terrible in dealing with problem and instead of answering my questions it took more than three e-Mails, till DHL called and asked for documents, they NEVER mentioned before! They had three e-Mails to ask for them, but they decided to ask for completely different stuff till finding out that instead of things I never owned they only need a copy of my passport. Also I think it is not a good idea to send an employee without any change of possibilities to pay with a bankcard to someone’s home and expect that the person has exactly the amount of money at home, when the amount they told per e-Mail was a completely different one. My conclusion after having this experience with DHL: I will still use DHL, but I will never in my life send another packet to another country. I experienced that DHL is not able to calculated duty so I paid more for the packet than everything inside was worth and a lot of money just for criminal monetary. As long as you are sending a packet in your own country, DHL is a great company, but as soon as you need to send packets to other countries, I would highly recommend never use DHL! UBS of China Post seems to get better references in sending packages to other countries. Sincerely Christa Idel
By far the best courier service order lodes of items from china and hongkong over the last few weeks not even a quivel items some which where even big boxes came to me within 3 to 4 days when it says up to 8 how brilliant is that and not a single fee to pay :) brilliant friendly couriers on this side aswell will defiantly be using again and don't believe all the other reviews this is better then ems /Hermes and inter parcel :)
I have been so very unfortunate to use this unbelievably horrible company. I cannot imagine another shipping company that can provide this horrendous service. The nightmare started by trying to ship 5 boxes with perishable contents. I dropped them off at a local postal connection store for DHL, and they assigned 5 waybills for 5 boxes that goes to the same address. This was the initial mistake, that DHL did not take any responsibility. The correct procedure, as I find out later, that if they do not use 5 copies of the same waybill, the customs expenses in the destination (Turkey) will skyrocket.
One of the 5 boxes could not even make it any further than Portland and returned to me after 2 days, in Albany. As of today, I don't know why this box did not go anywhere.
In the meantime, I found out in the next morning that one of the boxes is on the way to Afghanistan (the ridiculous chimeric address I see on tracking screen is part Turkish/part Afghan, I have no idea why). DHL could not return this box back to me, so at least after days of conversations, they could manage to reroute it to correct destination in Turkey.
So I get DHL people to call the rest of the boxes back, so I can have them sent the correct way, but it seems this is too high an expectation. After days of long talks with pretty much every representative in DHL, I get to convey my request, and every one of these people, after we talk on the phone, claim that all is OK now, and I will get the boxes back.
But like I said, no, this is nothing but a ridiculously optimistic idea. Because one of the boxes, out of blue, decides to visit the East coast and goes to Washington DC, instead of coming back to me in Oregon.
I forgot to add, in the meantime, the boxes that were returned from abroad are now treated as imports, and will have to go through customs. That is no easy business. I have to talk to import people of DHL at least 10 times, give the same information for at least 20 times, but, the process cannot be completed until I am totally worn off.
And today I receive another one back. And one other is waiting in Portland. You know why? Because that box has a chimeric address on it, and name of the city is a Turkish city, so address is now, Portland, Oregon - Bornova (in Turkey). USA. How on earth is this possible???. I call the numbers I now know by heart, and they correct the address for may be the 20th time.
Regardless of my calls, the box in DC extended its vacation for another day or two, and according to one of the DHL people, it is supposedly be on the way to me. But it may very well be going to Czech republic, or Samoa, or the MOON... Who can know ????
So the result: Approximately $10000 worth of perishable merchandise is perished. Who is going to cover my damage? nobody....
Knowing by experience the bad reputation of customer services in my home country, now I yearn for those services badly, and appreciate them. This would never happen back there. I would laugh if someone told me this story, and would not believe it. But looking at the other complaints here, it is clearly a mere reality of DHL. They must be ashamed of every penny they are making !!! Because they don't deserve it...
I just recieved an order shipped from the USA to Canada. I was smacked with a fee of $16.43 to recieve the item when the courier arrived. I had expected to have to pay customs excise and duty but this amounted to $2.43. What i hadn;t expected was to have to pay $10 in processing fees and a $4 "pick up" fee. This is exceptionally steep considering the tax amounts to just $2.43.
Now DHL is a massive organisation owned by an even bigger one, DB. Why is it that they are not able to come up with an efficient and cost effective solution to collecting tax on imported items. The answer of course is that they can but choose to pretend it costs them so much more.
This is an outright swindle. They are creating "value" where there doesn't need to be any and skimming money off the top of something they have already been paid to do.
I am sorry DHL that your excessive fees that you charge to post don't seem to be enough profit for you but please don't pretend that collecting the taxes of Canada costs you 500% of what you actually collect for them.
This is fraud and i will never use DHL again. If i could rate them zero stars i would!
I recently stopped using the services op DHL after I received numerous complaints from my customers. Because of the terrible long delivery time and the below freezing customer service of DHL I have lost several big clients. Besides costing me a lot of money my reputation went down as well. Some clients complained that it took more then a month to deliver a package. I live in the Netherlands and I could literally drive from north to south in under 3 hours. How is it possible that it takes a month to deliver a single package?
My personal experience with DHL is not much better. Three times the driver didn't even ring the doorbell but just stuffed a note in my mailbox with "sorry, you where not at home' while I was sitting right in my livingroom watching the whole bizare thing.
I couldn't even complain about it because DHL doesn't acknowledge complaints from receivers.
I have found a beter alternative and as of now my customers are more then satisfied with the delivery time.
I will never use DHL again nor will I buy from companies that use DHL to send packages.
I purchased a refurbished motherboard in the US - as it was nowhere to be found in Jakarta, Indonesia, and anywhere else had outrageous prices. It was meant to be hand-delivered to me in Jakarta from a friend. They got as far as Singapore before they had to ship it.
It was shipped by DHL (which was the biggest mistake) for around $220 Singapore dollars. I have had things delivered from DHL to the US, but never the other way around. One thing that is meant to happen prior to paying for shipment is DHL is supposed to "offer the opportunity for the sender to meet these costs at origin." This is what it states under the "Who is responsible for payment?" here: http://www.dhl.com/en/express/shipping/customs_support/duties_taxes.html Was the sender offered this opportunity, or even made aware of the taxes to-be-paid, no. The sender was meant to pay these costs as we had a personal deal in place.
Anyways, it was sent last Saturday and arrived today. They wanted an additional 400,000Rp (less than $40) for the import duties and taxes. Fine. But then I noticed a bank charge for 50,000Rp (less than $5) which confused me. I was already pissed that I had to pay for something that should've cost me just the original amount. Now I had to pay for bank charges?
I called DHL and they explained it was a transfer charge from Citibank and that it would have been the same if paid in cash. Bullshit! You can pay cash, DHL probably doesn't trust their employees with cash tender to pay this so prefers to put the amount on the recipient instead. And I guarantee the government doesn't use Citibank for all import and tax duties. Why? Because they would use one of their own banks, not an international one. Which means that I should be given the choice of how to pay the taxes.
What did I do? I agreed to pay the taxes, even though I was already pissed about that (and I don't know if the motherboard even works yet). But I said there was no way they were getting the 50,000Rp for the bank charges. They told me (on the phone) that I would have to pay the total amount and they would not relinquish the package otherwise, but I said I already had the package and I already paid for the item and the shipping, so they were lucky to get anything else from me. They told me they would push the issue to the higher-ups and would try to contact me after lunch. In either case I had to use my US debit card which will charge a $5 fee, so I have already paid my "bank charge" as needed.
1) They did not "offer the opportunity" for the sender to pay the import taxes as stated on their website.
2) They did not give the choice of how to pay the import taxes and decided charging the recipient extra for their bank charge was the best route.
3) They blatantly lied and tried to pretend that all import duties and taxes go through Citibank.
4) They did not AND WILL NOT get the bank charge amount. If they are too stupid to ask the recipient how to pay, or do not wish to pay in cash (as is the preferred method for small transactions in Jakarta), then they need to foot the bill.
5) Am I afraid that they will disallow me to ever use the service again? No. I don't plan to use them again to get anything from overseas. They also weren't smart enough to check the spelling of the name for the package before being sent, so there is no proper corresponding information on their system (which I am suspect of existing anyhow).
I have been sent an important parcel by one of their account holders (A big international bank), because of the Christmas holidays it took a little longer to get it delivered. When it finally arrived in the UK, the courier either kept the parcel or disposed of it, but it never got delivered to me. They claimed that the courier left it with a neighbor, but the neighbors were away on holidays. The service is disgraceful, the internet is full of similar stories of courier/drivers dropping off parcels in hedges, rubbish bins, pocketing them or leaving them with neighbors instead of taking them back to the depot so that your customers can collect safely. This practice is for the convenience of DHL to save time and not for the convenience of the customers. Is took 4 days to investigate what has happened, and still I have no answer.
I live in Liverpool and lost my id on a weekend, I had my flight Back Home for x.mas on Wednesday evening, so I went to Spanish consulate in London to get a safe-conduct the only way to go back Spain without Id or passport. The Spanish consulate was full so I had to wait one day for the paper but I had to work that night in Liverpool . I went back to liverpool contact DHL to get my safeconduct on Tuesday morning so I can have it on Wednesday. Ok the Spanish consulate didn't print the label that DHL requested, but that is not a reason to refuse to pick up the envelop, it was prepaid and they refuse to pick it up, they decide is better to get the job done late. So I didn't get my paper on Wednesday, I missed my flight, had to go to buy a new flight 80£, he to go back to London again, because the safeconduct is only working for the day you were suppose to travel, another 30£. DHL is not professional at all. Don't trust then for important documents and not if they need to be on time.
My parcel got delivered to a depot in a city that I don't even live in. I called over 10 times and sent 5 emails trying to arrange a delivery. After a week I still had not received my parcel. I finally got to speak to Rita, the woman in charge of my file. She was extremely rude and unprofessional and didn't help me at all. She told me she would call me back in a few hours to update me on the status of my parcel.... That was 2 days ago and I still haven't heard back from her. In the end i had to take a day off work and drive over 2 hours to pick up a parcel that should have just been delivered to my door. They honestly are the worst!!!
On a recent trip to India, we purchased 3 carpets which we arranged, through the shop, to be shipped home. After we returned home, we were notified that the shipment arrived in the country and required customs clearance. We provided credit card information to a DHL representative to clear the carpets on our behalf. A few days later we checked the web site to determine the status of our shipment and were surprised to see that DHL was indicating that they had been delivered and that no signature was required; BUT, we received nothing! We DHL over the course of 2 weeks and when we were able to connect with someone we were told that they were investigating and needed to talk with their driver. After a week and a half of chasing DHL, they told us they checked with their driver who claimed that he did make the delivery. We asked for some evidence that this was the case - a paper or electronic trail of the driver's routing that day, anything. To which we received an e-mail restating that they had indeed delivered the package and that they were now leaving it up to the shippers in India to resolve the situation i.e. they absolved themselves of any responsibility without providing some level of satisfaction that they had indeed actually made the delivery. I cannot believe a company in North America can behave the way that they have and still stay in business. The lack of any evidence and the way they brushed us off leads us to suspect that we are dealing with some sort of cover up and dishonest people working there from top to bottom.
We sent e-mails to everyone in the chain of command including the Canadian president Greg Hewitt. Greg did not reply even though the DHL web site says "GO STRAIGHT TO THE TOP". What nerve - if you don't mean it then don't say it.
Someone by the name of Gillian Grant followed up and we were led to believe that this was a result of our e-mails to Greg and his office. But, she was virtually impossible to contact and when she did make contact she merely told us that the driver said the package was delivered. No response was forthcoming from Gillian when we asked for some sort of proof that this really did happen.
Before Gillian came on the scene we were told our case was being handled by Rita Kisoon in customer service. She too was impossible to reach and when contact was made she was rude and uncooperative and for a week or more told us that she left a message with the driver who hadn't call back.
After lodging a complaint the case was taken away from Rita Kisoon and transferred to her team lead Lorenzo who, even though he made commitments to keep us informed daily, never did. In fact he just disappeared from the scene and took the day off.
The entire ordeal has left a bad taste in our mouths and leaves us strongly suspecting someone at DHL as having stolen our goods and the rest of the organization covering up. I cannot believe that a Canadian company can operate in such a manner.
If anyone out there knows of any other option that we might pursue, we would like to hear from you. We are amazed that as consumers we have no protection from an unscrupulous company like DHL. This company's real business is dealing in fraud. If this is not the case then why were they so difficult to deal with? Why were they so unresponsive? Why were they so reluctant to satisfy us by providing some level of evidence to back up the claim that the package was delivered?
DHL - Fraud and scam company run by dishonest people from top to bottom. Get the word out that there should be NO BUSINESS FOR A COMPANY THAT OPERATES LIKE DHL.
Our supplier sent us a parcel today which we are not aware about this shipment. DHL customer service Ashikin called and inform us on the payment collection. My colleague picked up her call. before passing the phone to me, she needs to take down the name before passing the phone to me. Ashikin replied "DHL" with inpatient volume. When she was on the phone with me, i told her that i am not aware of this shipment and ask to fax over the invoice and we shall check with our supplier for clarification. She replied with her inpatient voice and ask me to get back to her immediately once i checked with my supplier. She called me back in 2-3mins time and I told her that i haven't received her fax yet. She sounds inpatient and told me that she had fax over the invoice. I asked her to re-fax so that i can check with my supplier immediately. She replied "ok, i will re-fax again. Anyway i had fax over to you just now" and put down the phone immediately when i haven't finish my conversations!! This is nonprofessional at all!! How can she shown her attitude when the customer is talking to her nicely!??!!
The 3rd time when Ashikin call again, my colleague picked up her call. When my colleague told her that i was in the ladies, she replied "anyway i just want to check whether she received my fax or not!" then cut off the line immediately!