“Bought an iPad for a present for Mothers Day last week. I received a text from DHL at 0858 hours Friday 29th March 2019 stating that the parcel would be delivered later that day between 1356-1456 hours. As I was working until 1500 hours I tried phoning to request delivery slightly later from 1515 hours onwards but was eventually passed into a voicemail which I couldn't speak to!
I then emailed DHL explaining the situation again! I never received a reply to this email and assumed all was in order. I returned to my home address at 1500 hours to find a card through the letterbox stating that they had called at 1452 hours and that the parcel would now be delivered on Monday 1st April 2019(a day after Mothers Day!!)
I then emailed them again stating that I would collect the parcel from the depot in Perth(around 25 miles away) as I did not wish to stay in waiting for it to be delivered on my one day off. My mobile number was written in the email for a swift response. I then received another email stating that the parcel would be delivered on the Monday-unbelievable!
There was no word back from DHL until they emailed me at 1210 hours Monday 1at April 2019 apologising stating that they were"terribly sorry" and that they would "message the service centre for an explanation so the mistake does not happen again"
This message was received AFTER I had travelled the 25 miles to Perth to pick up the parcel for my wife!!
To date I have received no further contact from DHL
A pity I could not have put NO stars in the review box”
“On Thursday 14th of Feb I booked a collection via ebay for Friday 15th Feb. At 8.am on the 15th i receive a text telling me parcel to be collected between 1.06 and 2.06pm. I leave work early and arrive home at 12.45pm. By 14.20 there was no sign of the driver. So i call you Customer service centre who direct me to speak to my local depot. 1st call made to depot at apprx 14.25. Lady I spoke to tells me driver had been to my house at 13.16 (lie) and that the parcel wasn't ready. I tell her no one has been here and if they had and I had missed their knock ( impossible as I have a dog who barks the place down whenever anyone knocks on the door) why had they not left a card? The lady says hold on I'll check the Sat nav, comes back to the phone and tells me driver will return before 4pm to collect the parcel. I'm left to assume Sat nav proved driver had not attended my address. At 15.50 no sign of the driver, I call depot again, lady puts me on hold to contact the driver. 5 minutes later she come back and tells me that the driver is on his way to me and should be there in 5 minutes. At 16.30 no sign of the driver. Call depot again and speak to a gentleman who puts me on hold to contact the driver. About 7 minutes later he comes on the phone to tell me he has called the driver 4 times but he wasn't picking up. He tells me that he has sent a message to the drivers scanner asking him to call the depot. He took my number and promised to call me back as soon as the driver gets in touch, at 5pm (I am conscious they'll be closing soon) no call back so I call the depot again ( i am extremely frustrated and fuming by now) and speak to a lady. She asks me to hold on whilst she contacts the driver, leaves me on hold for about 10 minutes before coming back to tell me she can't get hold of him. I asks her what am I to do now, my buyer is expecting a collection today. She tells me to hold on again, 5 or so minutes later she comes back and tells me she still can't get hold of the driver but she has managed to find another driver who lives near me who will pick my parcel up on his way home and book it in to the system the following day. I tell her this is fine as I am completely fed up and drained. 5 minutes later a get a call from a gentleman who promised to be with me as soon as possible to collect my parcel. He rings me again to tell me he is almost there and once more when he gets outside my house. I give my parcel to this gentleman but he is unable to scan it or give me a receipt as he is off duty. I am gratefulr to the lady for trying her utmost to clean up this mess created by your unprofessional driver who lied and then went awol, and to the other driver for going out of his way to collect my parcel. Although my parcel was picked up eventually, I was not able to relax until I knew for sure it had been booked in and tracking showing it is on its way to my buyer.
Whilst the lady and Gentleman were able to 'save the day' in the end , this situation should not have happened in the first place had your driver simply picked up my parcel as scheduled. The entire experience , bar the end, has left an extremely unpleasant taste in my mouth and I very much doubt I will be using DHL for any collections again in the future.
This was the complaint I sent to DHL in Feb, and for which I have received no response, despite several emails and phone calls.
If the role of DHL 'Customer care' team is to frustrate the complainant so much so that they end up throwing in the towel, then they have well and truly succeeded. I give up!”
“Never, ever use DHL if you value your sanity and hate writing to several people who don't even seem to talk to each other or know what is going on. Would rate DHL as zero if that were possible
My wife's niece sent a suitcase, with a waybill and manifest, from ZCH to London as it would have pushed her over her baggage limit. Some weeks later she received an e-mail whilst in Cologne asking her to call a non-regional number in the UK and demanding £98-50. I told her to send the details to me and I will help her. I then started receiving calls from the same number via BTs message service, as I could not find an "owner" for the number I treated it as a scam and reported it to the ICO, Action Fraud and the City of London Police. It took me at least 12 e-mails to various individuals to sort out this problem as I know that no company delivers goods until all taxes, duty and VAT has been paid. I even sent a letter to the MDs at Colnbrook, Slough - no reply. I finally received an e-mail apologising for the error - it was not an error but a monumental foul up and an total display of stupidity, ignorance and incompetence as nobody even seemed to read my e-mails properly as even some of the replies were written in poor English. She then received a demand for the sum of -£98-50 with a threat of court action if this sum is not paid !!!. Can she send a cheque for minus £98-50 ?”
“WORST COMPANY IVE DEALT WITH TO DATE!
The worst delivery company I have ever used and it will be the last time too.
Okay so long story short I bought a pair of shoes from the US to ship to the UK, now i was aware that I had to pay a the customs and duty tax before I am able to receive the product, however I was not aware of the price and how I can pay, as DHL had attempted to deliver my parcel once and I was not home. When a company is going to deliver your product you would Persume that everything is done and completed. However this was not the case. I re arrenged the delivery for a time slot of 8 am - 1pm and he turns up
At 2 o’clock.
The driver comes to my door with my parcel in one hand and two peices of wet destroyed peice of paper demanding that before he gives me my parcel I need to pay him £90.00. I said what for he said I think it’s for taxes so even he wasn’t sure and I said who knows then and he said I don’t know.
Anyway I said can I pay by card and he said no cash only.
I said hold up you come to my house with my parcel demanding a fee of £90 and I can only pay by cash.
I said can you call them and check and his response was that he is just a driver and he don’t know who to call.
So I didn’t pay it and he left with my parcel and he said if you want you can call them and discuss it there on the phone.
The same day I called them on a number that you will be charged 7p per min too and the conclusion I came to is that it’s not there responsibility and it’s mine i either pay the fee or they will ship my item
Back.
Now I also stated that when any delivery comapany is scheduled to deliver anything they would inform you of any charges before hand and not on the day of the delivery.
I had to drive 30min to one of the depots to Collect my parcel there and when I got there the women was about to give someone else’s parcel! If I didn’t Even though I showed them my UK Drivers licence.
The conclusion that I’ve come to is that they are a very unprofessional company who don’t know what the he’ll is going on.
So please please avoide them
At all costs!!!”
“DHL Fraud Company | Never Book International Shipment with them | DHL will say Shipment is Stuck with Custom Clearance Event even though all requested document submitted | Not providing any Indian Customs document | Asking additional $70 to return the shipment else threatning they will destroy the shipment.
If you want this kind of customer service sure go ahead and get harrased by these folk, luckly my package item was not costly and I dont really bother anymore, but I want to expose they international shipment tactics to extract money.
Sent a hard drive from USA to INDIA (Delhi) with some wedding data, DHL says the package is detained by Delhi Customs and DHL is asking $70 (non duty etc) to be paid in order to process the return shipment and not providing any document from Indian Customs
DHL Tracking - 2740647781
They just put the status in Custom Clearance and everyday the a new record entry happens but they are waiting for me to pay first so they can either return the shipment.
Never ever again. Pay few bucks extra and ship with Fedex.
See live tracking information by cliking here what they do to their customers to ask for additional payments on the name of Customs of the country.
http://www.dhl.com/en/express/tracking.html?AWB=2740647781&brand=DHL”
“Why is there not an option for 0 stars because dhl are scammers. That's why there is no customer help....if they make a mistake you have to pay 7p a minute to help them sort it out
..daylight robbery”
“Since they have switched to DHL PLUS it has gone downhill fast. The other system was very fast and accurate Now when I book a collection to be picked up from my customer everything looks the same as before but it is not the same they come to my location to collect not my customers Also when you have to phone them, you are told all about how much the call is costing us. Also while on hold to speak to someone they go on and on about their terms and conditions all the while charging for the call on top of what my phone provider is charging me for the call. It is a total rip off.
The actual collection and delivery are great but they do let themselves down with their phone system. I am not charged by any other company but DHL. Sometimes you are on hold for a long time and that is after the long greeting message.”
“Item shipped via DHL Dec 4. Arrived in city Dec 24 which is acceptable given Christmas mail. However, I had made a mistake in our address but rather than call the number on the package- we are 4 mins from the airport depot which I passed 6 times during that period! - the item was held for about 2 weeks, then returned to the US retailer. Now 2 .5 mths later I am still awaiting its return there and my consequent refund. Far from impressed..”
“A food hamper from Marks Spencer was to be delivered on Saturday morning between 9 an 10 am. It was clearly marked "contains edibles". I received a text to say that it had been signed for by Paul. I phoned Paul on Sunday to wish him a happy birthday and he knew nothing of the parcel, let alone signing for anything. He asked neighbours and they eventually found the food hamper from M&S in the community bin area! The parcel was still clearly marked "contains edibles"! The hamper is of no use to anyone having spent a night in the bin area in rain. Totally disgusted and annoyed by this driver's lack of integrity and stupidity. So thoughtless and costly. DHL tell me in response that they are satisfied my parcel was delivered! I have now been told that some of my comments cannot be accepted! Don't ask me for a review then.”
“This is my second time that DHL handled the delivery of my orders and I always have to reschedule the delivery. They don't give updates when it's already on transit or already at your home for delivery. The only update that I got from them is a text message stating that "they tried to deliver the package but no one was home".
I was home between the time of delivery and didn't hear any ring on my bell or receive any updates.
It is frustrating that I have to call DHL to ask for redelivery. They just stated that the delivery person has more than 200 packages to deliver and they don't get paid to wait for the receiver to pick it up.
I woke up early and cancel all of my morning appointment to wait for my package to arrive and I have to do it again the next day because they failed to deliver my package. I feel like I wasted my time waiting for nothing.”
“Lies, lies and more lies! And it's impossible to speak to a human. It's the usual story of waiting in for a delivery then discovering a so called attempt has been made but you weren't in.
Well I was in and nobody called, nobody rang the bell and nobody left a card despite what it said on the text message which DHL sent.
Can't they deliver later in the day? No, it will disrupt there schedule I suspect. Hopeless, hopeless, hopeless! One star is too much.”
“London 2019 can't find address..... 😝
The customer service says they tried to deliver the package but the driver did not found the address. Its a High Street two storey building (Its a pub building with massive signs on it) but the driver was unable to find it. Funny.....
I called the customer service to redeliver it to me they assured me it will happen asap. Since then 2 full weeks gone, during the time I spoke with the customer services 3 times about the same problem all the time they said no worries it will be with you in the next two days.
Today I called again 4th time about the same package... Guess what... They said it was sent it back to the sender...
I belive they did not even tried to deliver/redeliver and to be onest I belive they lost the pacage and try to avoid the consequences... One star is too good rating for this service, I would not even call this a service..”
“admitted damaging my goods and then proceeded to fob me off from one person to another , i paid extra for insurance and they are doing everything possible not to pay out”
“"We're sorry but we haven't been able to deliver as our driver was unable to gain access to the delivery address" Driver is a complete and utter liar. I was literally standing outside waiting for it! Incredibly poor service.”
“Asked for my parcel to be left with neighbour, got home to find card put through door telling me it had been taken back to depot. Not even attempted to leave with neighbour. Rubbish service hopefully my first and last experience with them !!”
“Claimed to attempted delivery. No card and no sight of anyone on my CCTV. We were in so obviously no delivery was attempted. When I finally found a contact number, that was not a premium number, I was told "it must be a human error" ???. Cancelled order (eurocarparts) and went elsewhere.”
“Tried to arrange a collection and the person on the end of the line needed additional training before dealing with a customer! Ket apologising for "misunderstanding"... it wasn't a misunderstanding it was blatant errors on her behalf!
Then, return delivery was made without any notification. I arranged redelivery immediately to a store nearby. Apparently the store declined to accept it... How is this possible when they are an option on the DHL site?? The website to track still says it is "out for delivery" hours later. It also took hours for someone to reply on social media.
Surely a company this size should have better service? Will never use again.”
“On Wednesday the 16/1/19 a slip was put through my door to say they attempted to deliver my parcel but no one was home, on the slip was a link to re arrange my delivery, I went on the link and re arranged my delivery to go to my local shop as it then said 'Your item will be delivered to your Local Parcel shop Thursday 17th which was perfect as I needed my parcel for Saturday as it was a birthday present, it also said 'When your parcel is ready to be collected, a notification containing your pick up code will be sent to you' so on Thursday I did not receive a code, or on Friday, so after work on Friday I went to my local shop to see if it was there and I was told 'there's no parcel here' I then emailed DHL asking where it is, they got back to me and said its still at the delivery service point and that the delivery service point have been questioned and that they have rescheduled my delivery for tomorrow which was 23/1/19 it is not the 24th and I still have not been sent a pick up code, as I have emailed them again!
Very Annoyed as I need to send my Parcel back as its to late to give, I had to go and buy another present!
first time I have used DHL and it is most defiantly the last!!”
