DHL Reviews 244

For the love of God, do not use DHL if you can. Beyond useless, incompetent and bad! Can’t redirect my passport to another address, I can’t pick it up as their depot is over 50km away and now they inform me they don’t deliver Tuesdays after taking the morning off work to wait for it. Absolutely rubbish! DO NOT USE

Awesome service. Prompt, with excellent ongoing communication. 100% recommend

If the shipper does not include explicit mention of the shipping cost then DHL's policy is to "estimate" the cost (very highly) and then require you to pay GST on that estimated cost, even if the shipping cost was included in the declared price of the item. So now you are paying GST on the shipping twice.
You can dispute DHL's estimated shipping cost, but have to pay NZ Customs an extra $103.50 to do so, for a "Post Clearance Modification", all because DHL sent their estimated shipping cost to Customs without letting you know.
And don't bother disputing this with DHL, because it is just their "policy" to estimate shipping costs when not mentioned by the shipper, and it is just their "policy" to not tell you about that until after they send the estimate to Customs, by which time it is too late.

My package ordered from Australia had been delivered to the incorrect address. I have gotten in contact with the DHL customer service - although i was repeatedly only being told that the driver would be "attempting to recover the package" - although it is easy to assume that the people living in the home would have already taken the package inside. In emails with Customer service, they began to develop an attitude towards my persistence - acting as if I was also at fault for the package being lost? I have since been in contact with the company whose products I ordered from and they are being extremely helpful in resending the package.

I have read multiple reviews complaining of the same issue of incorrect delivery.

what a long winded over complex system, no wonder 80% of reviews are bad. i had no prompting to supply information until day 4 of holding(which i then get charged for) the email status alerts don't match what the call centre are saying, just a balls up! i have no faith in them whatsoever... shame to mar the awesome shipping time of 14 hours from scanned in japan to scanned in nz(followed by 6 days and still no parcel)

Was skeptical at first due to other reviews.

But I ordered an EGPU from HK to NZ and had absolutely no hiccups along the way.

It arrived in 4 to 5 days, even faster than the predicted delivery time.

Driver had no issues finding my address either which was in a relatively rural place.

All in all great experience for me.

Terrible service.

Dreadful !!!
Having been told by the British Passport Office that a date had been set for DHL to pick up my passport and important documents I waited in the entire day. After no one appeared by 5pm I rang them . To be told that they hadn't got it on thier list or some such nonsense and could I instead drive all the way into town to go to the post office despatch centre and drop it off there . In other words no one from the Christchurch center wanted to drive all the way down to Rural Timaru and pick it up . Horrible people but what did I expect! Strongly advise everyone to steer well clear . Useless and incompetent.

Terrible service, I've always put no signature and they ignore it everytime. Plus they didn't even attempt to redeliver. I have to now go to Penrose to pick it up. Terrible service and terrible customer relations

I am extremely satisfied with the first-rate help I received from Tina, the customer service agent. My parcel was held up by customs for about three weeks. After speaking to numerous people, Tina seemed to be the only one who truly cared and made the extra effort to make sure my shipment got to me. She was really helpful and had a customer-centric, dynamic spirit in her. She is 100% a keeper. I will continue to use DHL in the future because of this amazing service.

The customer service was extremely poor. Instead of assisting, they were just messing around. I contacted customer service twice, and ultimately, they asked me to collect the parcel from the depot. Terrible service.

I am a business owner and I just wanted to express my appreciation to the lovely and helpful DHL courier driver. If it wasn’t for him my shipment would not have made it today. I did not print up a required document and my shipment was supposed to be sent out but I didn’t print the document on time. The driver understood my problem and took me to the nearest printing shop and got my documents printed so I could send out the package the same day. I don’t know his name but he is a tall Punjabi guy with a very supportive and polite attitude. I’m really happy I get to do business with him.

Put on hold in Auckland when the country had an FTA with Newzeand,Took 3 days for M.P.I to look while paying holding fees, Then Auckland kept sending messages on internet they had not been paid and they had, talked to accounts in Auckland just to find an obnoxious $^&* and hung up, eventually sorting the problem from Chch, Would only use DHL if no other choices but other companies might be just as bad.

What on earth allows DHL to function as a business? Staff that are oblivious to the services they offer, no accountability, no records kept, no internal communication, the systems within must be either unworkable or staff treat it with contempt. Will not use this company again, the reputation of my company can not afford to.

The worst, you can never order anything without it being “suspicious” then getting held up by DHL. Every. Single. Time. Then you have to go out of your way to go and provide ID just for things to get released and it miraculously not being suspicious packages anymore.

I have never experienced such terrible service, terrible customer service.. sorry need to amend that, THERE IS NO CUSTOMER SERVICE!
Parcel delivery service that doesn’t deliver your parcel. Tells you they tried, yet when you spent all day inside your house awaiting parcel….. nothing arrives. This is not a one off, this has happened 3 times.
My last delivery was sent back to sender.
It was in Auckland for 5 days, they couldn’t find it.
Then they found it and then sent it back.
Do not use this company if you can choose another option?

Not impressed!

Why does DHL feel that a simple email to a customer explaining there is an issue with a shipment, too difficult to do? and by ignoring it, wait for the receiver to query the delay to find out that you require more information.
You work in customer service correct? so why do you not see an issue with waiting until we contact you to find out the issue?
This is one of the most basic customer service principles which DHL staff do not seem to possess.

How am I supposed to know there is an issue when the tracking just says "Clearance Event" that means nothing to a customer and no reason to query my shipment which is why I am so annoyed.

Also. It is not as if I am a new customer. I have used you constantly for over 10 years now, yet you don't have my importer code, email, phone number or addresses I always use. I even had a trade account with you before covid!

I acknowledge that my manufacturer forgot to add my company name but that does not excuse not emailing me to inform me of an issue. I rely on timely emails regarding issues so my business runs well, ensuring totally avoidable issues like this.

It has cost me a $500 sale today as I promised a customer it was due today. As we do not have it, she is going elsewhere and I lose out from someone that is incapable of doing their job correctly. I know it is a target time but when the tracking does not mention the delay, just "Clearance Event", we expect the target time to be pretty close to what is stated on your tracking and as you have not contacted me at all, I only found out on the expected delivery day what the issue was from my own investigations.

It has been in Auckland for 5 days now and only needs to travel to Christchurch and by the time everything has been sorted out, it will be at least 2 more days delay from someone not contacting me which could be the end of the week all from a simple email.
What I find it so annoying is, you had someone enter the issue on to the computer, so why couldn't they complete their job and contact me to sort the problem out. All my details are in front of them.

I have sent the required invoice to be processed at 10am Monday morning. This review will be updated on how long this gets resolved, I think a real time public review is in order here because this is not good enough.

UPDATE:
Well someone did acknowledge my email 5 hours after I sent it, to tell me it will now take an additional 24-48 hours to process before I get the amount to pay for import duty and then they will send it down from Auckland, so going by this, 3-4 days extra. You had this on Thursday last week, If you emailed me when you had it and obviously knew there was an issue then, my shipment would be on time and with me now.
You keep holding things up and I will update for everyone to see how poor you are also dealing with this.

A very well deserving 1 star review.

I hope your stuff will be honest for a beginner like me and it's my first time to send. But he is the one who offered me what I want to pay a small fee and no customs tax.But when it came to the Philippines, my wife paid a lot. Receipt of custom 10,000 and DHL 1,294 and a month before it was delivered to my residence in Malabon.I hope you find a way to return the money I paid to the Philippines because you are the one who lied. He taught me an idea that I trusted. On your stuff girl at the wellington DHL branch.

Package arrived in Auckland since last week friday. Haven’t heard anything from them today. Not sure how long it takes them to deliver 1 domestic parcel?