DHL

I used DHL for my 5kg shipment where I was promised 2-5 days delivery time and after sending them the package and paying the required fees I was facing probems. First I was forced to pay extra fees of $50 as a Remote Area Fees, for the package shipped for USA to Egypt which I know that Egypt is not a Remote Area, then the devided my package and… Read more

send each piece to a different Hub and back to the same Hub again (USA to Midland to Germany to London to Midland to Dubai to Egypt) and now after 9 days the shipment is still scatered around and don't think I will receive it before 7-10 days

4 days for a package from Auckland NZ to Canberra including customs clearance. And the app shows you a live map of the delivery van location and no of stops before yours. Better than watching TV Show details

I am writing to make a formal complaint regarding the unacceptable customer service I received from DHL and, in particular, the way my request was handled by the DHL Barking depot, IG11 7SD, on 7 September 2026. I am currently visiting London on… Read more

holiday and ordered car parts for delivery. Unfortunately, I accidentally selected the wrong delivery date. As soon as I became aware of the mistake, I contacted DHL Customer Service to ask whether I could collect the parcel directly from the depot.

I was not asking DHL to provide an additional service or incur any additional cost. Quite the opposite — I was attempting to resolve the delivery issue myself by collecting the parcel. This would have saved DHL the time, cost and resources associated with making the delivery.

During my telephone conversation with DHL Customer Service, I clearly explained my circumstances. I advised that I was staying with my cousin and that the household bills were inclusive. Consequently, I did not have a utility bill or other household bill in my own name at that address.

The DHL representative I spoke with was understanding of my circumstances and instructed me to attend the depot with identification and supporting documentation. I understood from that conversation that my circumstances had been communicated to the depot and that the documentation I could provide would be considered.

I therefore followed DHL’s instructions and travelled to the Barking depot on 7 September 2026 at approximately 14:15.

I attended with substantial documentation, including:

• Proof of purchase for the car parts • The email address linked to the order • Multiple forms of identification • Business statements • Other documentation confirming my identity and connection with the shipment • A bill for the property in the name of a former tenant, Choon Heng Quek

I clearly explained that Choon Heng Quek was a former tenant and was no longer residing at the property, which is why the bill was not in my name.

Despite providing all of this information and documentation, I was refused collection solely because I could not produce a household bill in my own name.

I find this extremely disappointing and unreasonable.

I fully appreciate that DHL has security procedures and that parcels must not simply be released to anybody. However, there needs to be a degree of consistency, communication and common sense when those procedures are applied.

What is particularly concerning is the apparent inconsistency between DHL’s treatment of me at the depot and the security risk associated with simply delivering the parcel to the address.

If the parcel had been delivered to the address where I am staying, it could potentially have been received and signed for by another person at that address. That person would not necessarily have been me, despite me being the purchaser of the goods.

Yet when I personally attended the DHL depot, presented multiple forms of identification, provided proof of purchase and supplied documentation linking me to the shipment, I was refused because I could not produce a utility bill in my own name.

I would like DHL to specifically explain the logic behind this distinction.

I am not asking DHL to ignore its security requirements. I am asking why a customer who has taken the initiative to contact DHL in advance, explained their circumstances, travelled to the depot as instructed and provided multiple forms of identification and proof of purchase cannot be provided with a reasonable solution.

The situation is made even more unacceptable by the fact that DHL Customer Service was aware of my circumstances BEFORE I travelled to the depot.

If the Barking depot was always going to refuse collection because a utility bill in my own name was mandatory, regardless of any other identification or supporting evidence, then this should have been clearly communicated to me during my telephone call.

Instead, I was effectively instructed to make a journey to the depot without being given a realistic opportunity to satisfy the requirements.

I travelled there in good faith, relying on the information and assistance provided by DHL Customer Service, only to be turned away.

This represents a clear failure of communication between DHL Customer Service and the Barking depot.

It is also particularly frustrating because I was voluntarily offering to collect the parcel myself. I was trying to correct my own delivery-date mistake while simultaneously saving DHL the time, cost and resources of delivering the parcel.

Instead of facilitating a straightforward solution that would have benefited both DHL and myself, I was required to travel to the depot and then refused despite having done everything reasonably possible to establish my identity and connection with the shipment.

I therefore request that this matter is formally investigated by a senior member of DHL Customer Care.

I require a specific written response addressing each of the following:

Why the information provided to DHL Customer Service during my telephone call was not properly communicated to the Barking depot. Why I was instructed to attend the depot when DHL already knew that I could not provide a utility bill in my own name. What alternative forms of proof DHL accepts for customers temporarily staying with family or friends. Why my multiple forms of identification, proof of purchase and other supporting documentation were not sufficient to establish my identity and connection to the shipment. Why the bill in the former tenant’s name was not accepted as supporting evidence after I had clearly explained the circumstances. How DHL considers its requirements consistent with the possibility that the parcel could have been delivered to the address and accepted or signed for by another person. Whether the Barking depot employee followed DHL’s correct procedures in refusing the collection. Whether the depot employee was aware of the telephone conversation I had previously had with DHL Customer Service. Why DHL could not provide a reasonable alternative solution given the circumstances. Why DHL was unwilling to facilitate collection when I was attempting to resolve the delivery issue myself and, in doing so, avoid DHL incurring the cost and resources associated with delivery. What steps DHL will take to prevent similar failures in communication between its Customer Service team and individual DHL depots. Whether DHL considers the customer service I received at the Barking depot to be consistent with the company’s published customer service standards.

I also request that DHL acknowledge the unnecessary inconvenience and wasted time caused by this situation.

I had already taken the responsible step of contacting DHL before travelling to the depot. I followed the instructions I was given and attended with extensive supporting documentation. I should not have been required to make a journey to the depot simply to be told that the one document I had already explained I could not provide was still required.

I would also like DHL to consider the fact that I was attempting to assist DHL by collecting the parcel myself rather than requiring a further delivery attempt.

The overall experience has been extremely frustrating and has fallen well below the standard of customer service I would reasonably expect from an international courier company such as DHL.

I am therefore requesting a substantive response from a senior member of DHL Customer Care addressing each of the points above, together with an appropriate resolution to this complaint.

A generic or automated response will not adequately address the issues I have raised.

DHL Tracking/Waybill Number: 9694235014

Date of telephone call: 7 September 2026

Date attended Barking depot: 7 September 2026

Approximate time attended: 14:15

Depot: DHL Express, Barking, IG11 7SD

Cant be worse. I told them to leave my delivery at the door. the delivery person came (i saw him through the window!!!), he didnt call me, he didnt ring the doorbell. he just left!!!!!!!!!!! while i was experiencing 5 days of delays!!!!!!!!!!! The worst delivery ever. Show details

For the amount paid in delivery vs delivery time. 6 weeks for a parcel weighing 0.09g which I had no choice over. $36.80 AUD delivery cost to Australia. Sent via post would have been massively cheaper. At DHL our tagline is “Excellence. Simply… Read more

Delivered.” Actually, it's not just a tagline – we truly live it.

Total Bollocks.

Lies, Lies, Lies.... there gonna get ya!

Worst, most expensive, sluggish company in the world would be a true, honest and accurate slogan.

Mr Sabu at the DHL Brisbane office provided outstanding customer service. He was polite, patient, and very helpful throughout the process. He took the time to assist me professionally and made the experience smooth and stress-free. I truly appreciate his excellent service and would like to thank him for his dedication and professionalism. Show details

Location: Melbourne, VIC Date: 17 August 2026 Driver: Syed Nouman Feedback: Positive I would like to provide positive feedback for a DHL Supply Chain driver named Syed, who made a delivery in Melbourne, VIC on 17 August 2026. Syed delivered my parcel with great care and effort. He was very polite, respectful and professional throughout the… Read more

delivery. I really appreciate the care he took with my parcel and the excellent way he handled the delivery.

I would like DHL Supply Chain to recognise Syed for his professionalism, kindness and excellent service.

Thank you, Syed, for providing such a positive delivery experience.

Very impressed with DHL. Was able to track my parcel from Belgium then onto Amsterdam and finally to Australia. Was notified my parcel would be delivered between 11am and 1.pm. I was then given a link to follow the Delivery vehicle 4 stops from my house. Fantastic effort. Very impressed. Parcel actually arrived 3 days earlier than expected Show details

DHL hands my parcel to you DAI, a contractor, to deliver the last leg, but they didn't deliver to my address as it was a post office address, despite DHL ECommerce delivering to post office addresses! Agreed to collect it from their depot in Padstow NSW, but DAI couldnt tell me when! Apparently the collection had to be approved. Waited for a… Read more

few days for DAI to tell me to come collect, only to be contacted by another company (aramex) who also couldnt deliver it to me!

I went to the Aramex depot in Chullora and finally collected it. All up close to a month to receive this order from the USA, and that's not too bad, but the mucking around was disgraceful. DAI didn't notify they handed it to Aramex! DHL refused to be helpful at all - just as useless as DAI!

DHL eCommerce delivers to PO Boxes but their subcontractors don't! But they don't tell you this in advance and they are extremely unhelpful when you reach out to them directly.

Delivery driver arrives but fails to deliver because it's raining and he doesn't want to get out of his van. Says he tried front gate but there is no way as it is a turn and push basic gate latch. Rings me at work, I tell him my wife is home and she will come out, she comes out and there is no delivery driver. Guy was rude and hard to understand… Read more

on the phone. He delivers for DHL express in the Melbourne Kingsbury area. I suspect he never tried gate and certainly didnt come to door and ring doorbell. So many safe places to leave, which was the selected option in there app. Incompetence and laziness at its finest. Still hasn't arrived.

this company is the WORST to deal with - started with Camerons many years ago (great experience) and Camerons was bought out by DHL - most staff left - understandably - had a credit due to a complete mess up with freight for both my customer & myself - overcharged us for freight - could not talk to a HUMAN / DEPOT what a joke !!! … Read more

Would not refund us the money owed and also CLOSED the account - no response to my emails / could not be put through to the relevant section - DO NOT DEAL WITH THIS TOTALLY INEPT COMPANY - ABSOLUTLEY DISGUSTED

Ordered outfit for Book Week. DHL was the most expensive of the three international couriers and charged me $80.00. They guaranteed delivery within 3 days. I received a confirmation from them about the delivery window straight away. One day later they updated it to 7 days delivery and still charged me for express . Don’t ever use them for express… Read more

international delivery. I tried to cancel the order but couldn’t. Very shifty practice. I will never ever trust them again. I had to buy another outfit for my daughter because it arrived in the afternoon after her book week parade was done and dusted.

Failed delivery of my appliance, which was booked last week for a scheduled morning delivery. I explicitly requested a morning delivery slot to ensure safe and clear access to my property. This timing is critical because my street becomes a designated clearway in the afternoon, making a later delivery impossible. Unfortunately, the agreed-upon… Read more

schedule was not maintained. I received a phone call advising that the courier would be late, and the delivery driver ultimately arrived at 5:15 pm. Upon arrival, the driver stated they could not complete the delivery because the driveway was too steep. This specific access constraint is precisely why I proactively booked the morning slot when the clearway was not in effect and safe access could be provided. To compound the issue, when I immediately attempted to rebook the delivery for the following day, your online system blocked the request, indicating that no slots were available until three days later. As a result, I have now been left waiting for my essential home appliance for over a week.

Worst delivery service and system in Australia. Very poor online tracking system that would require you to be home from 9AM to 5PM?! And when you missed it and booked for re-arrange on another day - the same poor system would apply. Show details

If you have any other delivery option, DO NOT CHOOSE DHL! My experience has been extremely frustrating several times. Delivery attempts were falsely recorded even though I was present and no courier came to the property. What makes it worse is the complete lack of an effective complaints process. When I contacted customer service to report the… Read more

driver, my concerns were simply dismissed. There appears to be no way to escalate the matter, speak with a supervisor or manager, or receive any meaningful follow-up.

A delivery company should be accountable when drivers incorrectly report attempted deliveries. DHL’s handling of both the delivery and the subsequent complaint is extremely disappointing.