We ordered and paid for an Express Delivery to take a package from Lincolnshire to London overnight (a journey of just under 150 miles). The DHL promise was that (I) it would be collected by 17.00 hours, (ii) it would be delivered before 12.00 hours the following day and (iii) it could be tracked using the number given by DHL. It was not collected until later that evening, after the Lincolnshire depot had shut and was no longer able to handle the order. It was not delivered the following day as promised. It could not be tracked because the way bill number was not recognised by the system.

20 phone calls - each paying a full rate and each lasting 20 to 30 minutes. Each time a DHL employee started by saying that they did not recognise the way bill number; then promised to call back; then nothing. None phoned back. The level of rudeness, incompetence and inefficiency was mind numbing; it is astonishing that these people are 'in business' at all, given the inability of large numbers of their staff to get even simple things right.

Eventually the parcel was tracked (by calling a series of local offices and badgering until one delightful girl (Launa Wass - deserves a medal) went out of her way to look for it and found it hadn't left the original depot 24 hours after it was due to be delivered). All other employees gave the impression that they could not give a ***.

Worse, nobody bothered to write a note to file - nobody could track a parcel by the sender name/delivery address or any other data input; this is basic, first grade computer discipline - a four year old should be taught to do these things but apparently management at DHL is as dumb as all but one of the employees appear to be.

Worse still, 10 days later (after rearranging delivery) it arrives LATE AGAIN - I told the delivery man it was disappointing that it was late (and by this time the packaging was VERY badly damaged) and he replied 'you didn't pay for Express'; he was evidently as crass as the rest of them.

Complaints are not connected to Claims - you phone them and explain the problem AGAIN and they tell you that what you need to do is talk to Claims but of course Claims won't talk to you until you have gone through the whole complaint and then they say 'you've got to go back to Complaints to get a complaint number'. Eventually Claims makes a derisory offer of a few pence off - take it or leave it as full and final settlement.

The level of DISHONESTY and HOPELESS inefficiency displayed by this crass bunch of losers makes it very easy to take decisions. DO NOT IN ANY CIRCUMSTANCES USE DHL. From our experience, what they do not damage, they lose; what they do not lose, they lie about and frankly, with the exception of one person (Launa Wass) nobody in the organisation cares. Pathetic!

I am receiving document parcels through DHL from my partners; DHL claimed a fee for the documents parcel stating that it is for the custom clearance! This is not accepted for the following reasons:

1- The sender is unaware that the documents will be charged again at the destination "he paid for D2D service"

2- All other express mail companies in Syria do not charge us for similar mails.

3- Claimed fees do not stand on official custom clearance fees, thus they can easily claim higher and higher fees upon the receiver compliance.

4- express Documents are not cargo, and according to the price lists and fees paid upon sending, it is assumed “even clearly stated” that the documents will reach the destination hand without any extra fee.

All above could be seen as DHL is seizing unduly our need for the documents that they have in their hands to make extra profit.

My name is Iad ZENELDIN,
My number is +963933323399 E-mail: [email protected]

I am receiving document parcels through DHL from my partners in turkey; DHL claimed a fee for the documents parcel stating that it is for the custom clearance! This is not accepted for the following reasons:

1- The sender is unaware that the documents will be charged again at the destination "he paid for D2D service"
2- All other express mail companies in Syria do not charge us for similar mails.
3- Claimed fees do not stand on official custom clearance fees, thus they can easily claim higher and higher fees upon the receiver compliance.
4- express Documents are not cargo, and according to the price lists and fees paid upon sending, it is assumed “even clearly stated” that the documents will reach the destination hand without any extra fee.

All above could be seen as DHL is seizing unduly our need for the documents that they have in their hands to make extra profit.

It is recommended that DHL increase its sending prices “instead of claiming hidden fees” to be in the consistent business basis and protocols, and it is requested that they handle the mails without claiming new fees, as promised when the agreement between DHL and the sender was made.

DHL lost package # 56534400495 a cell phone in Memphis submitted all required data and the have no record of any data being submitted. I accept the loss since I have spent several hours trying to recover a $77 loss. They have worn me down. I consider this a gyp company. DHL wanted the shipper to file for the lost package. Shipper has their

money thus has no reason to waste time with DHL.

DHL seems to ignore all lost request hoping the customer will give up and I have. I have all their e-mails which repeat their ineffective responses.

Potential large-scale shippers need to know this. From the very beginning of DHL service, we had frequent incidents of packages being billed at weights far exceeding their actual weight -- probably averaged one in five, at least. More than once, 30# billing weight for a cardboard carton containing 5# of coffee. More often the difference was smaller (2-5# overbilling). Repeated complaints got nowhere. For a couple of years, a service rep at an intermediary broker company managed to get the errors corrected and the bills amended; then no longer. We were advised to pay the correct (reduced) amount and send DHL an e-mail detailing the errors (this gets a bit tiresome!). Finally, we quit using DHL altogether. Months later, we got a dun from a "settlement agency", with which we worked out (we thought) a settlement. Months after that, a sheaf of "unpaid bills" arrived by fax, together with a letter from a collection agency threatening legal action if we didn't pay at once. Explained the whole affair and told them that if they bothered us any more we were going to consider suing DSL for fraud. A few months later, same deal -- from a different collection agency; same explanation. A few months later, repeat with yet another. I've forgotten just how many, and all has been quiet for several months now; just praying it stays that way! Bottom line: AVOID LIKE THE PLAGUE!