“Avoid at all cost. It is impossible to speak to a human when something does go wrong, and with DHL, something is guaranteed to go wrong!
I had a package sent from the UK to Da Nang, Vietnam. From the point of me entering the address of Da Nang into their system to it arriving in Vietnam, someone or something changed the city from Da Nang to Hanoi... Unsure how or why, but mistakes happen etc..... BUT after trying for 5 days to get through to a human, to simply request the change, it is impossible! Their only number 02476 937 770 is fully automated with no option anywhere to speak to a human operator... Possibly the worse company I have ever had to deal with!”
“DHL Express has missed it's delivery promises, lost parcels, sent confusing texts, telling you you were not in when you are, and several times you'll end up calling their (premium rate!) customer services to try to find out what's going on.
There you'll be told that somehow its your fault, make up some reason that is obviously incorrect and can only apologise when you point it out. It seems the customer is never right..
It is one thing to make a or even more mistakes, those happen, and it's another when you pay for something, just to be treated as if you're done a favour for and provided no recourse for a service not delivered. I tend to be easy going but DHL is so absurdly frustrating to deal with you can only laugh.”
“This company left a £225 rug in my front garden and not even hidden away from anyone seeing it. They put a card through the door to say left in a safe place. When I emailed them to say the parcel was not there they said it had been signed for by my, this was not possible as I was in work, so someone must have faked my signature!!!! My neighbour called later with my rug as they had seen the courier leave it in my garden. Very worrying and I will be going to the ombudsman consignment 31329010248640.”
“My estimated delivery time was Monday 30th December, but DHL attempted to deliver the parcel on 27th when I wasn't expecting it. I tried to redirect the parcel to the local collection point chosen from DHL website. They failed to deliver it to this address three times. I spoke with customer service on 2nd January and I was told that I have to collect the parcel from the depot. I travelled for two hours just to find out that the parcel is not there as they were trying to deliver the parcel again to this same collection point and failed again. I was assured that they will deliver the parcel to my primary address the next day and they gave me a telephone number to call depot in the morning. In the morning lady said she will not talk to me due to GDPR policy! I called customer service again and they couldn't track my parcel. They took my telephone number and told me they will call back ASAP. They never did! It's horrible horrible company!”
“Two weeks and counting!
A week before Christmas, I decided to treat myself to a bundle of new clothes and a waterproof coat and ordered them online, paying extra for next day delivery.
If you had told me then that I still wouldn’t have received them in the new year, I’d have thought you were crazy, but this is precisely the situation. The staff at the retailer where I bought the items are lovely and despatched the parcel on the same as the order. Confirmation of this was prompt along with the tracking advice.
Sadly, here I am, over two weeks hence and the package is still undelivered.
Nothing I can do seems to be able to get DHL to deliver the thing and it is very frustrating. The parcel isn’t lost, it’s just fallen into an administrative crack in the system and no amount of chasing by either myself or the retailer seems to be able to shake it loose.
The trail of broken promises by DHL is now inexplicably long and I have now lost faith in them completely and I feel compelled to use social media to try and ‘shake things free’. I shouldn’t have to do this!
Please could someone at DHL get my parcel to me?”
“Had a yellow slip saying they tried to deliver a parcel but the only number on the slip does not exist. No idea what it is and I can't ask for help with the customer services because thr card number does not exist. Once again DHL is the worst.”
“Appalling! Waited in for 2 separate days and still no delivery! First they couldn’t find my address (other companies have no problems) today not even an excuse! Can’t get in touch with customer service - disgusting”
“They are careless and probably thiefs. Expecting an important parcel from Portugal, it never arrived. Apparently it got lost in Spain. Excuse "It's Christmas time", they have absolutely no care for the parcel and for the costumer. I strongly advise to not use this service, you probably will get without your parcel too.”
“Managed to get a package from Germany to Runcorn, but struggled with the last few miles. After the driver claimed nobody was in, and then failed to deliver to local parcel shop, package was stuck in Runcorn depot for 2 weeks before being returned to sender. Was lied to by customer sevices in Coventry and somebody at Runcorn that my package would be sent out again before somebody afmitted today it had been returned.”
“My review went from 1 star to 5 star and here is why....
I got the text about my parcel delivery whilst on my way to an appointment. I phoned them and got an automated service that only gave me the same information as the text. I phoned two other numbers who simply transferred me to the same number
I missed my delivery, it was brought to my address though, a neighbour told me.
I rebooked it to be collected by myself l, got a 30 minute train journey, a 15 minute bus and a 10 minute walk to the depot.
The parcel was there, only took me 5 minutes to wait, so I was already happy.
It was a large parcel and I carried it towards the bus stop.
A DHL driver passed me then came back, asked where I was going, gave me a 15 minute lift to the train station and was an absolutely lovely person with a good heart.
That made my day more than the item I actually collected lol!
We need more people like that in the world and all I ask from DHL head office is please give us a good customer service option on the phone.
Thank you once again to Jez, the driver at the Dartford depot and God's blessings to you and the family.”
“Useless service, driver did not pick up.
I phoned customer services to be informed the driver tried to pick up at 4:30pm but the 'goods were not ready'!....funny that when the door bell has not rang and the parcel has been on my desk since 12.30pm.
clearly the driver needed to go home early, unlike me who has been here waiting.”
“you will see my review below u.name rufusdufus -This is a copy paste, then I will continue to the eventual delivery -
Tuesday, delivery delayed then unable to gain access, Wednesday, unable to gain access (I waited in all day on both days) they lied. Thursday I went online and arranged delivery to a local pick up point and drop off point (a local shop) site said will be delivered to the shop on friday, no email confirmation and you guessed it, it didn't happen. Contact customer service who say We're looking in to why it didn't go out today and will see that it goes out on Monday. I'm not holding my breath.
Continued
Monday arrives and leaves still no delivery. Tuesday (today) a message via twitter. "We now know the shop you chose no longer takes deliveries, do you want to collect your parcel or can we arrange another delivery day".
Two things here, first of all, I chose the shop because it was one of two within half a mile from my home out of those offered by DHL's system when I tracked my parcel and the system asked if I wanted to have it delivered to one of their collection points.
Second point, if that was true why did they not tell me that on Friday or soon after it actually happened. Anyway, I thought I would have a game just to see what happens (btw, my order was 10 kg peanuts for wild birds and I have now bought some from elsewhere and they weren't urgent any longer) Anyway, I thought I would see what happened if I told them to return to vendor because I am leaving home and will not be back until January. (Guess what, trip cancelled) The parcel turned up an hour later at around 12:30 There usual delivery time is 14:00 onwards so I'm guessing they sent it out special.
Well this I have to say was initially one of the worst delivery experiences I've had until Friday when I accepted it wasn't coming and went out and bought from elsewhere, I now have enough to last a few months so something positive comes out of it.
I will never knowingly buy anything from any vendor who uses DHL again and I would advise you to do the same. They must be the worst delivery company in the country.
Strange that it got worse after my initial review, do you think they knew.”
“Waited in all day to find card shoved thru door did not ring bell or knock as 2 dogs go ballistic and can certinly her bettrr than me
Has to be wort company ever”
“Tuesday, delivery delayed then unable to gain access, Wednesday, unable to gain access (I waited in all day on both days) they lied. Thursday I went online and arranged delivery to a local pick up point and drop off point (a local shop) site said will be delivered to the shop on friday, no email confirmation and you guessed it, it didn't happen. Contact customer service who say We're looking in to why it didn't go out today and will see that it goes out on Monday. I'm not holding my breath.”
“Delivery required a signature, courier knocked the door, ran from the house and left the delivery in the rain, later I received a text saying parcel had been delivered and signed by “left safe”. Seriously!! The worst.”
“Delivered half the delivery, lost the other half at the depot. Customer services say they couldn't find my order on their system despite me being able to track it on their website. Had to cancel order. Even their twitter account ignored me.”
“First they say it is running late - so I waited in all afternoon and evening, then the dishonest £^$^& say they were unable to gain access. This is impossible - they are either mindbendingly incompetent or totally dishonest. Avoid this company like the plague. Worst of all the package contained delicate, expensive and perishable old wine (from the Wine Society who should take a degree of blame here for using them)”
“Delivery not carried out on day or time provided. Online tracking fails to work. No humans to pick the car. Automated service does not recognize their own tracking number. This company is a total disaster and far far far from fit for purpose.”
“delivery tracked as apparently signed for but actually never arrived, nor signed for.
delivery requested and isent again, 24hr service took 4 days. tracking showed apparently signed for again. was not signed for. package found in the wheely bin next to delivery address!”
