“Dear DHL,
I am extremely frustrated with the lack of accountability in my shipment. I lost 28 pieces, including sentimental items like a wedding invitation. You said “customs retained the items” but gave me no documentation, no case number, no proof.
This is a clear omission of responsibility. DHL is still accountable under the Montreal Convention and Brazilian consumer protection laws.
I demand:
1. Official documentation from CBP;
2. An explanation and resolution plan;
3. Full compensation or return of my items.
Respectfully,
Bruna francisco
Tracking number: 2556489191”
“I had a terrible experience with DHL India. I submitted all the required KYC documents, including a proper declaration and valid ID/address proof. Still, DHL has not verified my KYC even after 20 days, and I have not received my parcel till now.
Their customer care team was unhelpful, and the KYC team kept rejecting my documents without a clear explanation. They claimed my address was “too short” even though it matched my ID exactly.
This delay has caused me a lot of stress and wasted time. I expected much better service from a global company like DHL. Very disappointing – I do not recommend DHL for international deliveries in India.”
“One star is too high a rating, frankly - I paid over $80 with a scheduled arrival for my package in 5 days. It has now been eight days, and the package is still in Cincinnati. Worse I CAN'T GET ANY ANSWERS as to the status of the package or the reason for the delay - terrible operation, terrible customer service”
“If I could give 0 stars then I would. Waited 3 days for a printer for our business and still nothing. It seemed OK for the driver to go to the business opposite us and say they couldn't deliver it to us! Of course you couldn't, you're in the wrong place, again. Keeping my fingers crossed for delivery on Monday 🤔
I gave them my mobile number and they said drivers don't carry phones, so they won't be able to call me. How do they get in touch with the depot if they break down?
Really disappointed with this company.”
“DHL missed the fact that my package had already cleared customs and re-entered customs. They blame it on the sender writing incorrectly. I believe DHL should settle this with their customer but they refuse and demand another VAT from me.
Avoid DHL if you can is my tip!”
“Terrible - for 4 days they said the item was out for delivery but were always drop 70+ so by the end of the day it was back at the depot. Then same again next day. Item finally delivered by non branded courier looking like it had been kicked round a field. Do not use this company.”
“Absolutely useless, sent me two messages at the same time with one saying its going to be delivered tomorrow, and one saying its going to be delivered today, then got a text half an hour before their "time slot" saying i refused delivery, that would be rather difficult as no one was in the house. Then actually trying to contact them was an absolute mess, kept getting sent to different sites saying "oh we don't deal with this, this side of DHL deal with this. An absolute mess of an organisation”
“I had some important paperwork that needed to be sent to the Philippines, and the Fort Myers office was incredibly helpful throughout the entire process. The documents weren’t expected to arrive until April 22nd, but to my surprise, they were delivered by the 17th—five days early! The staff at the office were courteous, efficient, and guided me every step of the way. After this great experience, I’ll be using their services exclusively moving forward. Thank you again for your outstanding support!”
“Worst service and worst rules to follow. My parcel has not cleared the transit as the name does not match the document provided. Come to visit parents and ordered an emergency medication which has not cleared for last 5 days. Every time you go to KYC to upload the document it shows error. No one is able to help and they would not clear until the document is uploaded. It is distressing and not worth it. Never will use DHL in my life again.”
“It's not the first time; 90% DHL done mistake and we have to suffer.
As you can see the DHL had to deliver the Package to FASTENAL EUROPE B.V.
Instead, the box delivers to FASTENAL, they delivered the box to another company name CROCS and because of that you we delayed the shipment a whole week. I just collect the BOX from the company by myself. Very unprofessional. I clearly told our vendor next time we will not use DHL.”
“My package remains at a processing facility 8 miles from my house for the last 11 days. No one at the company where I purchased the item, nor at DHL has been able to offer any help. I don’t know why an company would choose to ship through a company with zero accountability for seemingly lost packages.”
“DHL company sucks been trying to get a package delivered to my house since the 25th of April. Gave the instructions how to deliver to my home each time they said I wasn't home.I was always home. This is the 4th attempt to get my package. All the telephone call center can say is I'm sorry that's not getting my package to me. I'm fed up.”
“Saw the driver ignore my adress, drive by while on the phone. A few hours later, I get a notification that the adress is wrong. Changing the delivery adress means at least an extra day delay. This company is an unreliable joke, a pute torment for customers. Avoid if you value your own time.”
“I sent through DTDC, which was handed over to DHL Express for delivery in the United States. I had paid for express shipping, with a clear understanding and confirmation from your team that the parcel would be delivered within 2–3 business days. This timeline was crucial, as the contents of the package were intended for my upcoming graduation walk on Friday.
Unfortunately, despite providing all necessary details during shipment, the parcel has now been held by U.S. Customs, and I have been informed that the clearance process may take 30 to 90 days. This is completely unacceptable, especially given that the package does not contain any prohibited or restricted items.
My concerns are as follows:
Why were we not informed at the time of shipping about potential customs risks or specific item restrictions?
Why was the package accepted by DTDC if there were even remote chances of a delay due to customs clearance?
If there truly were restricted items, why did neither DTDC nor DHL identify and warn us before shipment?
We have fully disclosed the contents of the package and followed all required procedures. The delay is causing emotional distress and financial loss. Many of the items are perishable, and if the parcel does not arrive in time, the entire purpose of sending it is defeated—especially considering the cost and effort involved in preparing and shipping it.
Additionally, every time we contact your team, we are told, “It’s not our problem; it’s with customs.” This is not an acceptable response. As the service providers, you are accountable for ensuring customers are adequately informed about potential shipment issues and delays, particularly for international shipments.
And still I didn't receive my parcel.”
“My package has yet to arrive and is over a month late. I tried emailing customer service multiple times and have yet to get any response or update of where my package is”
“Arranged a delivery date because signature was required. DHL totally ignored my request, “delivery on demand” was ignored forcing me to miss important appointment while I sat at home all day waiting for an 8:00pm delivery. The useless website wouldn’t allow me the option of “release without signature”. I even spoke to a live agent that was also useless.”
“Here is the message received for why our package was returned to the sender, along with our question that there was no true detail what was missing?
My name is Jackeline with DHL Express, and I am following up regarding the AWB 2448974916. We understand how the delays on this shipment can be frustrating and we apologize for the inconveniences the clearance delays have caused you. Please note, a 10 day time frame is allotted to process a shipment for clearance after it arrives into the US. If this is not done within that time, we have to start the return process. Please be advised that this shipment will be returned to the shipper under AWB# 6693285303. Please note that at this time, the return process cannot be stopped or avoided. Please monitor the return to the shipper online at www.MyDHL.com. We will now close the researching file, but if you have any further questions, please call customer service at 1-800-225-5345.
Our response:
Please explain why this shipment was returned. What was missing on our end, or what did customs fail to do?
Your platform indicated that all required documentation had been received, so this outcome is unclear and unacceptable.
Looking forward to your prompt clarification.
Best regards,”
“The worst experience I have had with DHL. Had to call 6 times to track package. Got the same runaround each time. Almost two weeks of calling. Found out it was delivered to the wrong person who had to do some detective work to find me. The incompetence of DHL for this delivery was staggering. Absolutely do not recommend this company. Zero marks.”
