Read the reviews below to see the experience other people have had when dealing with customer service from DHL.
Worst Company i have ever dealt with, delivered my Parcel i should have received in Cornwall, address was clearly stated on Parcel ,but there delivered it to a Address in Croyden London, also there admitting it was there mistake , after sending loads of Emails and doing Phone calls no response from DHL Uk ,
A delivery was made to my address while I was out but my elderly mother was in. The manner in which he treated her was rude I appreciate that in the situation we are are all in currently is very stressful. This however does not excuse rudeness I rang customer service but could not get through to them.
Tuesday, November28 was a very wind day in Otisville michigan. The dhl driver opened the screen door and set a package in leaving the door ajar. The wind caught the door ripping it open breaking the door. We are having it repaired Thursday Dec ember 7th. We were told you have a policy to pay for this. Is that true.
This company is the worst company I have ever dealt with. My package went to their fraud department, and it has been a nightmare on getting this resolved. They told the shipping location that the product being shipped was stolen, which I provided the purchase receipt for to prove that they were not. Then the fraud department apparently doesn't call the shipper until the investigation is complete. This has been a nightmare for a week now and still not resolved. This is a company that I will never do business with ever again. I have started legal proceedings against them now as well.
Will NEVER use this service again. Was told package into Mexico was refused and was going to
be sent back. WRONG!!!! Now we were informed it was DESTROYED!!!. So THANK YOU for
making my son's Christmas and Birthday a total mistake. We are now out $500.00 thanks to the
cost of shipping and the money that was included for his holiday. NEVER AGAIN nor will I
suggest to any one to use this service. I hope your employees that took his money had a
Happy Holiday. You did not make ours.
To Dhl Customer Service. Why your company and your employees do not have responsibility to take care customer package. I called to dhl and your employee said do not call again because my package was lost, and said I have complained to the seller. I was surprise when I heard your employee told me my package was missing. I do not believed if package was missing, I think someone did that package. Your company is bad.
My latest experience of DHL (a colleague suggested "Delay, Hold, Lose.") is one I actually took the trouble to keep notes about. I have never experienced such appalling and disgustingly rude behaviour, you should read my description on the page I put up about it - http://tgale.home.xs4all.nl/dhlcourse.html - it is a catalog of worthless, careless performance, lack of service, lies, and unbelievably rude behaviour.
The Dutch DHL unit here is absolutely the lowest of the low, if this lot lost their jobs, income, houses and everything I'd be smiling from ear to ear!
First - a delay, second - a lie in stating they had made a delivery attempt when I had been in all day, third - no non-delivery note anyway, fourth - a dumb woman who could not understand anything human, fifth - a delivery by some 'person' with the behaviour worse than you'd expect in a prison toilet, sixth - an unkept and ignored promise of an 'apology'.
Not enough people take the time to voice complaint, instead washing it away as 'one of those things' that is just too common 'these days'. I do hope you read the page, and maybe compare to your own experiences?
I was suppose to get my package today. There were plenty of people home, yet my package is not here! I found a note saying "sorry we missed you" no one heard a knock or anything. I called and they couldn't even help me get my package today, which I really needed. I'm very upset and I wish something clould be done.
I sent a letter from Germany to NY. It was mailed 2/27/14. I wanted to make sure it was tracked and signed for. I was assured it could be tracked. After waiting for 2 weeks for my letter to arrive, I decided to track it. WELL the tracking only goes as far as the US border then I have to track it with the USPS. After spending hrs on your lousy website I finally talked to someone who told me I had to call USPS and take it up with them. Which I did. It seems my letter in sitting in Customs. Now my question is why is a one page letter and envelope sitting in Customs????
Im trying to start an International Inquiry so it has to go to DHL Headquarters. Do you think I can find the Address?
What is the Address of DHL Headquarters AG in USA?
I had a parcel delivered from the States and the representative was not very helpful as it was delivered to my condo building with only my first name and apt #.
I re-booked it for the next day and another note was on the door with just my first name.
So, I called the only number I could get and it was a United States number, the lady was rather abrupt and gave me a Canadian number. Much to my delight, Charlene took the time to explain that whenever you are ordering a parcel and you live in a condo, You should definitely put your buzzer number down somewhere, as it is all considered private property.
So, I am passing this info along. Charlene was so patient and generous with her knowledge of how this system worked.
Also, rather than her counter part in the States, she was pleasant and very helpful.
She should really get a bonus or raise as, she is a prime example of how well a customer experience, should and can be.
Thanks so much,
Rene Besette
Some of the compliments i've received lately as below:
1) I spoke to your customer service officer named Adrian. He was very helpful and proactive. I just want you to know that he is a valuable asset in your company and he needs a raise. Please let everyone know how helpful he has been. More power to your team!
2) I would like to commend your employee, Adrian for providing such good customer service. I have called your line to ask for a courier service in Singapore, but apparently DHL isnt the right company to call. He responded to me very politely and gave me an alternative number to call and explained why DHL is unable to provide such service. I find this very praise worthy as not all customer service staff i talked to provided alternative options to me especially if that option is not a part of their business. I would appreciate it if you could include this commendation email on his evaluation files. Please train more cs staff like him as he has displayed the qualities of a good CS officer.
3) I would like to commend on a Customer Service Office Mr Adrian who answered my call on 8th Feb 9.40pm and assisted me in all areas of queries on my package. I was making the call from Malaysia and the reception was really breaking but he tried and pick up all the words and even have the ability to reconfirm my email address as it was different from the company name.
He is the best customer officer I have ever encounter all these year. Kindly forward this email to his boss or the relevant department.
4) Team,
I would like to share that Adrian has earned himself yet another compliment this year!... This would make his tally to 5 this year.
The customer is most impressed at the way he handled her service call. The words fantastic was used to describe her experience when Adrian was attending to her shipment, and after knowing that Adrian is part of the team that I manage, she quickly wants me to ensure that he is complimented for the great service that was rendered. Customer said that Adrian was very clear and handled her call really well. The experience made her feel safe that her shipment was in good hands and has boosted confidence in DHL.
However, today’s experience took an opposite turn to that.
I am very thankful for the great experience that Adrian has given customer, as it has greatly buffered the negative experience that customer is currently facing with the same parcel. (This was an escalation that I handled this evening). . If you were to read the trace, you will agree that it has very serious repercussions. I have to admit that it if weren’t for the very positive experience that Adrian has rendered to the customer the day before, the escalation this evening would have taken a very different turn
Team, this scenario is a very classic example that if we consistently hold high service standards with our customer, they can be a little more forgiving when things go wrong. Adrian’s excellent service to the customer, has allowed me to handle the escalation better.
Adrian in reading – Well done and keep up the good work!
5) Dear Sir,
I would like to commend Mr Adrian Soh on his helpful and polite service rendered regarding a shipment to London. He provided very clear and concise information, and was impeccably polite in his instructions and queries. He also highlighted the limitations of the UK customs and advised me wisely against shipping food to the UK to avoid inconvenience.
I hope that other customer service personnel strive to be as thorough and helpful as Mr Soh, as he has reaffirmed my decision in using DHL as a courier.
Warm regards,
Nataniel
6) Hi Adrian
Just a note to express my appreciation to you for emailing me the necessary forms to assist me with the shipment documentation to my daughter studying in Australia, as well as your patience in explaining to me the required information to be completed to facilitate the ease of processing and customs clearance.
My daughter has received the shipment today.
As I would like to send a complimentary letter to your organisation on your excellent service, could you advise who I can write to.
7) I would like to compliment Adrian for his excellent customer service. He went that extra mile, and extend his full assistance retrieving shipment details, dated 4 months back.
Adrian put himself in customer's situation on how important the information was to customer.
Pls do appreciate him as a staff of DHL Express, to allow other customer of yours to benefit from his service too. He portrays how high DHL Express service level can reach.
8) Thank you so much for your extremely professional assistance. I am pleasantly surprised at the painless way this delivery is handled, having experienced other courier companies' services. You may convey my message and thanks to your line manager by forwarding this mail to him.
Thanks again
Chwee
Hi, My name is Adrian and am proud to be part of a dynamic team like DHL express, in my country Singapore and in Asia, DHL is a brand, we are honored to be able to live up to it. All my colleagues received compliments on a monthly basis, now the customers here are very demanding and it's very easy to commit a genuine mistake and provoked a customer, then received a complain than to get a compliment. We strive to assist anyone, even if you are an international caller, please do not discount DHL in any way. Wish you have the best shipping experience everytime, otherwise we are here to assist you fully.
First time I've ever had a package sent by you. Very unhappy, door tag left on or around 12-20-21 the driver didn't leave enough numbers on tag, didn't leave the date they came by. Them said they would try again, they DIDN'T COME HERE---THEY LEFT MY PACKAGE WITH SOMEONE ELSE. Sometime after Christmas I called again spoke to a very caring young man who was able to help some. He said the driver left package with me on 12-24-13 no he didn't. The package was a sign for. It was a gemstone I don't know the cost any more. About 2 weeks or so a DHL driver spoke with my husband in front of our home. My husband took out the door tag to the driver, he stated to my husband it wasn't his writing, my husband told the driver the package was left with someone on 12-24-13. Now I'm out the money on this item and I'm not sure of the cost. I've ordered loose gems from out of the country. I've have the flu I'm coughing so much I can't talk. I got a phone call from a man named Alex from the DHL Office outside of Chicago stating that my package is lost and for me to get in contact with the person I purchased it from. I would but I can't find any information on the item. The DHL person I spoke to in early Jan. was able to tell me it was a gem. I had spoke to a woman before about the driver never coming back I told her I had purchased a lot of loose gems and gem stone rings SHE TOLD ME YOU DIDN'T SHIP GEMSTONES. I've just ordered another item they ship by DHL I emailed them and told them to cancel my order it is a order around $280.00 I didn't want anything coming from DHL. The people I purchased from didn't want to be out a sale so they are changing their shipping way for me to UPS. I've ALWAY HAD VERY GOOD SERVICE WITH UPS AND FEDEX. I better not ever be told by a saler they use DHL I'll tell them cancel my orderers. Sad way to have my first service with You ISN'T IT ? NOW I'M OUT THE MONEY OF THE GEM. Just wanted You too know what happened to me. I very sad. Sincerely Yours,
I sent a Christmas gift from Mexico to the USA, it was vermeil ring, and a jade wine preserver, the package was breached by DHL personnel in Mexico City we where never notified until the package arrived to Florida after my friends opened the external DHL packaging is that they found the original envelope with everything broken outside and the ring missing, a complaint was filed and after weeks of "investigation" being transfer from person to person. I got a call from Adán Rayas Martinez
claims and complaints
DHL Express México
Behaving like a complete idiot, said that the ring is being "confiscated " by DHL, on the basis that it thus not comply with their internal policy of transporting valuables, DHL is refusing to send me back the ring, or pay the insurance of the package, and are telling me that if I want the ring back I have to go to Mexico City to pick it up.... What they are doing is illegal in this country, it violates federal
Consumers law, it violates international commerce law, it is considered robbery..... This people not only breached the packaging, they never specified their restrictions before I decided to send my goods with them, when i specifically declared what I was sending, I've been treated with disrespect, I have had my property stolen and confiscated by this company..... (So much for their modo: "anything anywhere " And nobody has done anything to resolve it, this week I'm sewing DHL, the worst logistics company in the planet!!!
someone sending a package working visa through dhl costumer service under sandral barri but asking for paymet send thru western union or money gram the reciever name sandra maxwell o in london i send u complete name and adress of the expected reciever and they already ask some money from me i want to know if this name MA RHODELLA GARCIA has a docoments in your compony for my security
someone Send me a package From Hong Kong NO WAY that could miss the label was coming to CALIFORNIA US, and end in CINCINNATI US, they want me to pick up the package??? come on, (tracking number 2265989843) how suck a trash Company can still be in business this is the first and the last time that I use this shi.. company.
USP Great Company suck a great guys, FedEx ok too USPS awesome people kind of slow but they do it, but this shi.. Call DHL made us lost $us 700 + Shipping.... SHI... DHL COMPANY (Sorry for my language but that is the ways that I feel to them)
