“The first text message from DHL came on Tuesday at 6.50pm letting me know that my parcel had estimated delivery for Wednesday 15th December.
On Wednesday I received two further messages (one at 10.09am and another at 7.57pm) confirming "delivery today by the end of the day".
I spent all day home on Wednesday waiting for the parcel, but nothing. The next day I received a text from DHL at 7.07am saying:
"We tried to deliver DHL Express xxxxxxxxxx from KNOWLEDGEPOINT today but no one was home"
So I checked their website to track the parcel, and there it said that they had tried to deliver on Wednesday at 10.49pm but there was no-one home.
I have a Blink security camera that catches anyone that approaches my front door and sends a notification to my mobile immediately. I have checked all my notifications and video captures for Wednesday, and I am 100 percent sure that no-one from DHL came to deliver on Wednesday, neither at 10.49pm nor at any other time of the day.
After checking their website and reading their message about the failed delivery, I then called their PAID customer services line (and spent nearly £10 talking to them on the phone). The agent tried to be helpful. She reassured me that they would try to redeliver my parcel either by the end of the day (Thursday) or the next day (Friday). I told her that I had authorised for the parcel to be left in the porch if no-one is home, and she confirmed that she could see that on her system. I also asked her if she could place a note in their system asking the courier to call my mobile when he arrives at my house to deliver. She said she would but she also said that she could not guarantee they would call me.
To be on the safe side I then also decided to place a note on my front door that says:
"To: DHL
Please note that I have authorised for the parcel to be left in the porch."
I spent the rest of the day (Thursday) home waiting for the parcel but no-one came to deliver.
On Friday I decided to track the parcel on the website again. I was lucky enough to be able to reach a real person on the DHL customer services online chat facility after hours getting the same message saying that all live chat operators were busy helping other people. The person on the chat reassured me that my parcel was out for delivery and that I'd receive it by the end of the day (Friday). I asked her what "by the end of the day" meant, but she could'd answer properly. She just said that it doesn't necessarily mean before 6pm.
I stayed home all Friday waiting for this parcel and listening for the front door even though I had already authorised for the parcel to be left "in a safe place". No-one came to deliver my parcel.
Today, Saturday 18 December, I check their website and it says that the parcel is at a local delivery facility. Why? Why was it not delivered yesterday? I have not been able to reach customer services on the chat facility. I have tried several times but only get the same message:
"Unfortunately, all of our Live Chat advisors are busy assisting other customers right now and unable to place you in a queue."
The chat robot (their digital assistant) says that my parcel is at a local delivery facility and suggests I manage my delivery using their "On Demand Delivery Service"
I have decided to follow the suggestion and rearranged delivery for Monday 20th, but now the system won't let me authorise delivery to a safe place in case there is no-one home, so this means that on Monday I'll have to stay home the whole day again waiting for this parcel to be delivered "by the end of the day", but not even knowing what time by the end of the day is.”
“Not sure why you have to give 1 star to write a review when even this is being generous! Just impossible to get hold of an actual person there, try contacting them twitter / Facebook, email - the message must just drop into a black hole. I've basically given up hope of ever receiving my parcel, so am now seeking a refund (for my sons Christmas present) from the company that sent the parcel. Cannot comment on the DHL customer service department as I'm not intirely convinced they have one! Absolutely diabolical company!”
“it is the worst delivery service, i lost a lot of package in 9 months i had lost somewhere around 200 packages, none of them were found, some of them didn't reach the buyers, question where are all these packages why they don't go back to sender but stay with them.
Where are my packages, where is my money, why is this happening?”
“If I could give this zero stars, I would.
Firstly they sent a SMS saying they were delivering it on Tuesday but gave no time. It never came.
Then I received another SMS on Wednesday to say that it would be delivered between 12:03 and 13:03. I waited in all day until 18:47 when I received another text from them, which I picked up immediately. It said that they had just tried to deliver it but had no answer - which is a BLATANT LIE as my living room is right next to my front door.
And to cap it off, the photo they sent as evidence to say that it was a attempted delivery was black and there was no calling card left either.
And I thought Hermes was bad. Appalling service, steer clear.”
“Bad communication & outright LIES about when they will deliver! Then when they don't show up at all, & people have wasted time waiting for them, they offer NO reason for why they missed the delivery. Just a terrible company! Customer Service is completely unhelpful & not that smart. The humans who work there aren't even as good as the Bots! I will try to never use this company again. They're the WORST. (my package never showed up, after already being 5 days late. Then i had to leave the country without it.)”
“These guys are the worst courier service i have ever dealt with. A parcel from Halfords was supposed to be delivered on the 8th literally the next day after the order was placed as i placed it at 11pm. On the delivery day nothing, no notification no email nothing , go onto the website to find out the delivery driver some how could not access my address information. How does a parcel make it through the syste without the recipient address. After some inquiries a second attempt at delivery would be made on the 10th, not the 9th the day after but the 10th. Guess what its been a full day and still nothing . and still no calls and just an automated service sending me in circles. Absolutely terrible service and i hope i never have to experience this again. Lazy drivers. Will skip your house if it doesn't suit their route. Youd think they pay for the fuel. I will NEVER prsonally use this service just a shame i had no control on whether the companies i purchase from use them, however i will be confirming this before future purchases and id rather find a different supplier than pay a company that uses these guys”
“DO NOT USE THIS SO CALLED COMPANY
DO NOT USE THIS SO CALLED COMPANY. Absolutely despicable customer service. Waited in for 3 days for collection from these fools and told lie after lie, that they couldn’t find my address and that they had called 3 times and I wasn’t in!!! Disgusting. In desperation I went to a DHL drop off point in WH Smith’s, Ramsgate, and they wouldn’t take the package as it had “the wrong barcode”. A DHL delivery man was there collecting packages and said to me…” I’m sick of people like you winging about collections. Following our vans and demanding answers”. This is TRUE, I can provide a witness, the stunned counter assistant at Smith’s.
There is NO communication between the depot, the management and the poor ba****ds on the supposed help line. AVOID.”
“Ordered a package that was supposed to be delivered on Dec. 1st got stuck in customs but every time i called they assured me it would be delivered the next day, here i am 5 calls later on dec. 9th with no package and the promise that it will be here tomorrow. Useless company, please use someone else”
“Lies, blaming customers and rude treatment that reaches the personal level, postponing package delivery for days for no logical reason. You are the opposite of your image that you emphasize in advertisements (at least your branch in Israel”
“So many times this year I've had incidents with them and the support was terrible. The last one, they didn't ring and left the package at a depot. The depot doesn't have it. After digging through their website, I finally find a phone number, but after answering the questions of their German-speaking AI, can't get to talk to someone who speaks English so I send a text message and they say their system says the package is at the depot. I try again and they say it's not there. As far as I know, the package is lost and they won't take responsibility.
One time my package was deposited in a box and it took me a week to get them to send me the code to retrieve it.”
“Very few delivery companies are totally reliable or great but DHL are by far the worst. Rubbish customer services, never deliver on time, last minute after waiting in all day you receive update at end of schedule delivery date saying 'on hold' or delayed, sometimes parcels left outside door in rain without driver knocking on door, tracking is useless, customer service worse. Cannot understand why so many supposedly reputable companies use this dreadful, appalling non-service.”
“waybill number 5999911643
Your DHL Express shipment with waybill number 5999911643
worst company for international courier...............worst company for international courier pls do not use this company at any cost and pls stay away from this company..........................................
personal item diwali cholcates for sister ......................not even worth 30 pounds .....ask me to pay duty 89 pounds which is 300 percent ..........................more than 1 month the parcel was on hold.....................really made very difficult and started even everything is right.............................made there own assumption it is business parcel and started demanding import paperwork..........................pls I request pls do use dhl.co.uk..............really bad company and worst experience you will have and also you have to pay more .........................dhl india advisor also worst ........they replied uk dhl is different and india dhl are differnt both are not one company..............playing games both UK DHL AND INDIA DHL.................
never use this company pls honestly i am truth and honest .......pls do not use this company for international letters, parcels or packet or any document.....anything do not use this company ..............it will get lost or they will have it or they will hold it,you will use your money as well as packet or documents or they will demand more money worst people
poonam”
“Their tracking is horrible. Never have had a good experience getting something that's shipped via DHL. Now I'm waiting for a shipment and it's stuck somewhere in Florida my "4day shipment" is going to be 8 days which sucks because it's gonna get to me late.”
“Not sure where to start, but let me give it try:
1. Delay: they delayed my shipping for over a week for no obvious reason (haven't received anything at the time of writing).
2. Address finding: They failed to locate my address in a central resi street in Zone 1, Central London. The reason, they said, is that it doesn't come up on Google maps (guys, are you sure you are postmen?). Just for the record, I never had any problems with any delivery before.
3. Lying: I asked them to ring my mobile phone, to which they agreed, in case my buzzer didn't work. They never called me; however the customer serviced insisted that they had called me.
4. Awful Customer services: half hour in the waiting line (at least). I had to call them 5 times in one week - you do the math.
5. Non-existent formal complaint process. I asked to be transferred to a manager in order to escalate my complaints. I was on hold for another 20 minutes then something funny happened: the adviser (Selina her first name) asked me and made sure I didn't remember her details and simply hung up. On. My. Face.”
“Package was on hold Nov 29th called to get it resolved they said no action needed package will be delivered and of course nothing was delivered. Called again next day to complain they wrote a ticket someone one call me and let me know updates to release the hold. Nothing happened no call receive then I called throughout the day 6 times and each representative which was HORRIBLE at helping me said the exact same thing. Now on dec 1st I called again they said supervisor will call you 3 times and I am still waiting for the package to be released. On top of them 4 out of the 10 representatives hung up on me while I was talking. DHL worst shipping carrier on earth.”
