DHL

My shipment was subjected to an unnecessary and incorrect formal customs entry because DHL’s brokerage team inflated the customs valuation by incorrectly including non-taxable elements (such as the Buyee shopping service fee). When I first spotted this error and contacted DHL to point it out, they stubbornly insisted that their calculation was… Read more

completely fine and refused to admit any mistake. This clearly shows that DHL has been continuously and incorrectly overcharging customers due to their flawed customs processing. Their mistake triggered an unnecessary second customs inspection, forced me to pay extra duties, and hit me with a $98.00 processing fee. I formally disputed this with the Australian Border Force (ABF), and they issued Valuation Advice No. 5895 (dated 4 September 2026), officially confirming that shopping commissions and service fees cannot be included in the taxable customs value. I have provided DHL with all official ABF documentation and payment receipts to claim a refund for the overpaid duties and the $98 processing fee. However, DHL has completely ghosted me and left my emails ignored for five days with zero response. If DHL fails to rectify their brokerage mistake and process my refund immediately, I will be escalating formal complaints to the Australian Border Force (ABF) Customs Broker licensing division, Consumer Affairs Victoria (CAV), and the ACCC. Terrible customer service and accountability from a major courier.

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 holiday and ordered car parts for delivery. Unfortunately, I accidentally selected the wrong delivery… Read more

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

Avoid if you can. Delivery meant to be 2 attempts. Almost certain not even one, then dropped to pickup center. Customer service great, but dispatch in Sydney refused to re-deliver. Customer service said they get this complaint about couriers all the time. So, why is DHL not reprimanding and fixing this issue? Show details

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.

Apparently DHL driver tried to deliver a package to my house and now I have to go to a collection point to pickup my parcel.The tracking for my delivery still shows that the parcel still in China, no card was left. I just found out when I called to… Read more

online shop where I made my purchase from. It’s seems that every delivery end up at the DHL collection point. Useless.

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

I was sent an email at 3:32 pm FRIDAY to say:Hello...... We were unable to deliver your DHL Express shipment with waybill number 3871737096 from JAUCE today because you were not home at the time of our attempted delivery. Please arrange redelivery​ here. HA!! I was at home all day: there was NO DELIVERY ATTEMPT.......what a crock of [Content… Read more

Removed]......ABSOLUTE FEAKING LIARS.......What type of delivery driver tries this old excuse??? Obviously DHL drivers do..........because not only was I at home alll day, The reception and concierge stated no one from DHL was there today and DID NOT ATTEMPT TO RING RECEPTION!!!

Supposed to collect a package between 3:30-5:30 pm but came at 1:30 pm when nobody was home and he said on camera that he will be back the next day but never came back. Show details

Terrible, held my delivery for about 2 weeks. I called to see what was happening and asked to speak to a manager only to be lied to and told they were all in meetings. The next day received a text to say it was out for delivery then had the delivery canceled and returned to warehouse (Toowoomba). When I called to see why this was I was told they… Read more

don’t deliver to my address and they would be consigning the delivery to star track and couldn’t tell me how long that would take. I asked to speak to a manager and was lied to again and told they weren’t available. Atrocious service

I'm Ana This is my sad story Of the so called loving and caring company I have been a loyal worker for over a year And this is how I'm treated I had nothing but real love and dedication for the people and the job Simply because I like the saying Treat others how. You would want to be treated So I did and stuck by it or that There wet slit of… Read more

up and mostly downs but I still chose to stay The pay isn't great The people I love and care The job is shit And I'm fired Well I first quit They didn't accept it Until later that very day I'm so disappointed They gave me up so quickly

Because of a bruise and a problem that was going on w me at the outside

I'm sad to see how I was let go But there plenty of other jobs

Just sad to see how hopeless the manager is [Name Removed] And the hr Forgot her stupid name They are both not understanding Or caring Just simple uselesss

Driver "attempted delivery" when I was at home. Took the day off to receive it. Seems like basic reading is not something that we can expect from their drivers. There is a large sign at my building showing that some apartments are not accessed through the main foyer. Now I have to arrange another day off tomorrow. If you are buying from… Read more

overseas & you see they use DHL avoid the purchase if you want your delivery at your door.

Called customer service to sort a re delivery but of course driver didn't pick up.

Tracking system is actually useless because you can't put instructions to assist.

Its all about delivery from 14 klms away and why i cant collect item. They have become almost impossible ro get any sense out of whe it comes to the time theyu say it will be delivetred, then5 days later they still cant tell you when you will get it. Show details