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November 2024 by Christopher Gardner
Last three DHL shipments to me delivered to the wrong address. Now I am trying to track another - they won't answer the phone, hung up in the "chat" after the robots didn't understand anything. Now they want another five days before I can even pick it up about a mile from my house. Two hours trying to track it - no humans. This SUCKS. One star because they are actually able to stay in business this way - impressive.
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October 2024 by Michele Buono
Kevin was amazing and helped tremendously with shipping my package.
It was easy and quick and he explained the whole process.
Kevin : thanks for your service
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October 2024 by Troy Erk
Kevin at the Rochester location is the embodiment of what customer service should be. The anxiety of shipping something internationally for the first time was alleviated tremendously by his kindness and thoroughness. Thank you Kevin.
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September 2024 by Abdel Hechavarria Diaz
Great customer service. I showed up at the last minute and the service was friendly, fast and professional.
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September 2024 by Charles Lewis
Customer service is non existent. I have a perishable package that was supposed to be delivered last monday. Customer service tried to tell me customs siezed it and it'd be 30 days minimum. Called customs and they didn't have it. Then I was told it was being sent to USDA by the import team. none of these were accurate as I finally got someone to admit on Friday.
I was nice and empathetic the whole time, but persistent. Finally my package updated on wednesday in the morning, then thursday. Got my duties Friday at 11. paid them promptly. The package is sitting in Cincinatti over the weekend aparently.
If it's not here Monday I'll be quite upset. I asked if they were backed up to which I was told no. I'll be looking for other options for all my next imports and suggesting people steer clear of DHL. They kept trying to upsell me on a business account every time I'd call in but never actually helped answer my questions.
UPS or EMS for me it is I guess.
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September 2024 by racerpoet
DHL has been a nightmare. When things work well, their shipping is very fast. When things don't go right, you'll be ripping your hair out.
I had a time-sensitive package shipped to me on Tuesday this week from the UK. The scheduled arrival time was Thursday. Sure enough, on Thursday I received an email that it was out for delivery. Everything was going according to plan, right? Wrong. The package wasn't delivered and I received an email that stated "We are unable to deliver your DHL Express shipment with waybill number XXXXXXXXXX from XXXXXXXX XXXXXXXX LTD because the delivery address we have for you seems to be incorrect."
I logged in online and noticed the sender did goof up the address a little bit. In one section is said "NEW YORK NY" but underneath it did say "WEBSTER," and the package had arrived in Rochester. Figuring this was the mistake, I corrected the address. I even made the effort to call them and confirm. I asked the gentleman I spoke with to add a note that the package was going to a UPS store, since I have a private mailbox there. He put in all the details and we were good to go. Or so I thought.
Come Friday, the package was again not delivered. This time I was frustrated. I NEED THIS PACKAGE! I called and asked what the issue was, considering I gave specific instructions the day before. The woman on the phone confirmed that the note I asked the gentleman to add the previous day was indeed there. She put me on hold, and after about four minutes, she got back on and told me they can't deliver to a UPS store because "its a facility... but it's not an authorized place for us to leave the package." I asked why I wasn't told this the day before when I gave specific details, and she went off saying something about that's why "she took the time to check," totally not answering my question. I then asked why the website stated "The street number listed in the Consignee Address field on the transport label is incorrect or does not exist" when it totally does exist, and she told me it was a generic message.
I specifically pay for a UPS mailbox so I can have mail and packages delivered from any carrier there. Unlike a USPS PO Box, a UPS mailbox allows me to send anything there, and they'll sign for my packages if needed.
I asked her if not shipping to a UPS mailbox was a general rule with DHL, and she said "Yes, if it's not an authorized place, we cannot drop it there." I then asked what "authorized" means, and she said "a partner with DHL." This literally makes no sense. My residential house is not a partner with DHL. My workplace is not a partner with DHL. Why will DHL drop it off at those locations, but not my private mailbox? I asked if she could email me the policy that states this and she said "No, unfortunately no."
I then stated that I need the package ASAP, so I'll go pick it up from the DHL location. She told me that unfortunately, the driver's route ends after the store closes, so she can have them have it ready for me first thing in the morning. I asked if they were open tomorrow (Saturday), and she goes, "Ummmm no, Monday through Friday."
A DHL partner is a company that DHL works with to deliver the package. Currently, DHL is partnered with USPS. In 2008, DHL had a 10-year partnership with UPS. Me having a UPS mailbox has absolutely zero to do with this partnership, since UPS is not delivering my package.
Absolutely terrible service. I recommend that others use UPS for international shipments if possible. One, inconvenient location in Rochester.
Update 08/12/2024
When I spoke to the DHL representative on Friday, I updated the address to my parents' house. Guess what! It AGAIN was not delivered. Three people were home at the time of delivery, but DHL says "
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August 2024 by Rebecca McKnight
The absolute worst shipping company to use! If you would actually like to receive your package, do not use them.
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July 2024 by Andrew Aronson
Id give 0 stars if possible. I filled out the form for contactless delivery, received the confirmation email that day. A week later and they don’t deliver my package because there was no one to sign for it. So apparently the form I filled out was meaningless. Now I have no idea where my package is and if I’ll even get it.
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June 2024 by P G
As of today a totally negative experience. I received an email that an attempt was made to deliver a package and that no one was home. Unfortunately for them I have both a security camera and a video doorbell and neither detected anyone attempting to deliver anything. I would be more satisfied if they were just honest and said they didn’t get to it today but to be blatantly lied to is pathetic !!!!
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March 2024 by lisa teber
absolutely terrible been trying to get packages picked up for a week now and they keep saying between 11am-2pm and no show! I have customers that need their product and DHL is making things hard not sure why and how hard it is to send a driver to pick up packages unacceptable !
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February 2024 by Jarrett McBride
Order through Amazon and some how since it was from Japan I received through DHL. I apparently missed two attempts by the delivery driver, yet I was home all day. Even more odd is that the first attempt was attempted at 6:17pm and I got this alert at 3:00pm, which is strange unless time dilation is no longer just a theory. I have screenshots and what makes even more sense is that the reviews on here speak for themselves....
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February 2024 by Lauren Zimmerman
If I could give a -10 I would. If you can avoid using this company, avoid it at all costs. My teenage daughter was thrilled to use Christmas money to order a product from Australia. She monitored the tracking of the product excitedly. On the day the product was to arrive, it was marked shipped by DHL but was nowhere to be found at our residence. We went onto the email and clicked on "proof of delivery." There sat the package in the mailbox above street numbers that was not ours, on a street that was not ours. How does one get both the street AND the street number wrong, and just seemingly confidently upload a photo proving both. I contacted DHL immediately and they said they were going to "open a case and contact me in the morning." They did not. I contacted them. I got the runaround from two different people before asking to speak with a manager. The manager was a nightmare. Zero empathy and all but told me "oh well" about the whole situation. And that DHL would not be taking measures to recover the package if the residence at the CLEARLY WRONG ADDRESS decided to take it inside and play finders keepers. Do yourself a favor...heed ALL OF THE REVIEWS as well as the F rating with the Better Business Bureau. This business shouldn't even be operating!
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January 2024 by Avery Nichols
my package has said delivered for the past 3 days and it’s not here and i can’t seem to track it any further location of it besides it arriving at one of the facilities. i got a date saying it’d be delivered decemeber 16-18 and it’s the 28 and it’s still not delivered.
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January 2024 by Kim Burgy
I ordered a gift for Christmas almost 3 weeks ago, and paid for the expedited shipment through Amazon. I called the 1 800 number for DHL and was told it would be arriving yesterday and it has not. The website says January 2 but my order sayes it woukd have been deliveredby December 18th-20th. I am very upset that this company doesn't deliver its packages they way FedEx, UPS or Amazon does. . They keep their customers happy and who is this third party that they transfered my package too. I want to call them and complain as well. No tracking info on them either. Just your package is arriving today I will be posting a review to the gift I bought about this company and how they don't prioritize for the holidays. I do not recommend DHL to anyone. This is the first and last time I have anything delivered by DHL.
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January 2024 by Jeff hull
The delivery information they provide is never accurate and this time they’ve lost my package completely. It’s been out for delivery for 4 days with no updates. Customer service said they would look into it and call me in two hours, 18 hours ago.
