DHL Express Canada

I scheduled pick-up during a 2-hour time slot. The DHL employee did not show up. I called their customer services, and they told me they would find out the situations and call me in a few minutes. I have not received any phone calls from them since.

[redacted] I recently bought a small product from the US, the company uses DHL to shipI really needed this product this week so I paid the $for five business day shipping (what other well known couriers charge for two day shipping,) and it all went downhill after thatThis is how it played out On Wednesday they tried to deliver it but I wasn't home as it was the middle of the dayI called their customer service because they hadn't left a notice saying if it was going to be delivered again or if I had to pick it up somewhereWe had a lengthy conversation regarding them leaving the package without a signature but I was told because the shipping address was an apartment building / condo I couldn't do that so it would be delivered the next day around noonI took Thursday off and worked from home to make sure I was able to receive the packageThree in the afternoon rolled around and still no package so I checked the tracking and it said "Address information needed: Contact DHL"I contacted their customer service and was told that because my entry code was not included in the shipping address, the package couldn't be deliveredI told them that, this was not asked for in the shipping details by the company I had ordered the product from and that when they had previously tried to deliver it they had used my entry code because I had a voicemail left by the delivery person on my phoneI was told that it is DHL policy that without an entry code they will not deliver a package to a building that needs one....even though they had used my entry code the day beforeSo I gave them my entry code and lodged a complaint with them considering that I had taken a day off to receive the package Later on Thursday their complaints department contact me regarding a complaint they had on file for me for a completely different issueI straightened that out and explained the issue that I had with no knowledge of their entry code policyI was told that they couldn't help me, that I should have contacted them directly after I had ordered my product to give them the entry codeHow was I supposed to know this? Rarely when you order something online do you then contact the courier directlyI was then told that I could pick the package up in person...in BramptonI live in downtown TorontoWhy was the package in Brampton when they in fact have a downtown Toronto location as well So the complaints person told me they would have the product out on the evening delivery that day (still Thursday) or it would be transferred to the Toronto location so that I could pick it up in person, either way I would be called within an hour so that I would know what was happeningGuess what happened, no call, surprise! So I called them back, again, this is the third time that I have called them in one dayI found out that it was never to be delivered and was told that I could pick the package up in Brampton as "i had requested"...I lost it a bit at this pointEventually They transferred the product to their Toronto office, why it wasn't there to begin with is beyond me as my address is obviously located in downtown TorontoI picked up the package on Friday at around in the afternoon at their Toronto officeAn hour later I got a phone call from their complaints department, they left a voicemail to the effect that they were happy they could accommodate my request and that my complaint was now being closed I really have no words for how bad the service from DHL was [redacted] ***In a time where I can buy a car from my phone, how can it be this hard for a courier to send a package?

Feb 24, I called a DHL customer representative and said that I will be receiving the package Later on, I receive another call from [redacted] (DHL Counterpart) and said that the delivery will not happen today because the driver missed the "cycle" so it will be delivered the next dayThe agent also advised me that I need to be present when the delivery comes because the driver would need help to unload the packageShe said it will be delivered 1:00pm the latest, so I cancelled all my appointments/commitments the next day and rescheduled it on Feb Feb 25, I woke up early and saw the tracking update online and it says that the package is with the delivery courierGood Waited in the morning Waited in the afternoon, Tracking updated and says: "Scheduled for delivery as agreed" GoodSo it will be delivered! Called Customer service and they confirm it will be delivered that dayThey also said that delivery is until 8pm Waited...Waited...Waited its 8pm...nothing! (What a waste of time!!!!) Moved again my appointments/commitments the next day (Because I need to be present when the delivery occurs) Feb 26, Tracking status changed "with the delivery courier" Filed a complaint...and said that they will look into it why the driver did not proceed with the delivery yesterday and I would need to wait for them to call me The package arrived past 11am Called again customer service late afternoon asking for explanation why they did not deliver yesterday and they said I need to wait for them to call me Waited.....nothing happens Feb 27, Spoke to the customer representative and she said that on the 25th the driver attempted to make the deliveryThe driver rang the doorbell and left a note What an excuse! I was downstairs on the 25th, stayed on a room where I can see outsideI even saw the Canada Post Van delivered mails since the post box is right across the houseThere is no note whatsoeverNo doorbell...nothing on that day I asked, if that is the case, why the tracking wasn't updated, It should read: "Delivery attempt", she said well, that can happen if you are using third party company to make the delivery (she's referring to [redacted] ) So now its a blaming game! It's not DHL it's [redacted] ' fault Well it the first place, who chose [redacted] as a third party counterpart??? I told her that the reason for non-delivery is not acceptable!!!!! For me, the least they can do is update the tracking or call the recipient that there will be no delivery on that day so the customer will not wait for nothing!!!! Its a total waste of time!! DHL does not care if you have other commitments [redacted] Now I need to explain to my clients why I need to be out for two days just to wait for a delivery!!!! and DHL's reason is not acceptable! I paid more than CAD$for this package and they said it would take days for deliveryThe package left the origin country Feb 16, 2015, I received the package Feb 26, days total! What an experience to remember!

DHL is the worst to deal withthey don't deliver on time, customer service is NO help when you call, you just get told to check their website

[redacted] I recently bought a small product from the US, the company uses DHL to ship. I really needed this product this week so I paid the $32 for five business day shipping (what other well known couriers charge for two day shipping,) and it all went downhill after that. This is how it played out.

On Wednesday they tried to deliver it but I wasn't home as it was the middle of the day. I called their customer service because they hadn't left a notice saying if it was going to be delivered again or if I had to pick it up somewhere. We had a lengthy conversation regarding them leaving the package without a signature but I was told because the shipping address was an apartment building / condo I couldn't do that so it would be delivered the next day around noon. I took Thursday off and worked from home to make sure I was able to receive the package. Three in the afternoon rolled around and still no package so I checked the tracking and it said "Address information needed: Contact DHL". I contacted their customer service and was told that because my entry code was not included in the shipping address, the package couldn't be delivered. I told them that, this was not asked for in the shipping details by the company I had ordered the product from and that when they had previously tried to deliver it they had used my entry code because I had a voicemail left by the delivery person on my phone. I was told that it is DHL policy that without an entry code they will not deliver a package to a building that needs one....even though they had used my entry code the day before. So I gave them my entry code and lodged a complaint with them considering that I had taken a day off to receive the package.

Later on Thursday their complaints department contact me regarding a complaint they had on file for me for a completely different issue. I straightened that out and explained the issue that I had with no knowledge of their entry code policy. I was told that they couldn't help me, that I should have contacted them directly after I had ordered my product to give them the entry code. How was I supposed to know this? Rarely when you order something online do you then contact the courier directly. I was then told that I could pick the package up in person...in Brampton. I live in downtown Toronto. Why was the package in Brampton when they in fact have a downtown Toronto location as well. So the complaints person told me they would have the product out on the evening delivery that day (still Thursday) or it would be transferred to the Toronto location so that I could pick it up in person, either way I would be called within an hour so that I would know what was happening. Guess what happened, no call, surprise! So I called them back, again, this is the third time that I have called them in one day. I found out that it was never to be delivered and was told that I could pick the package up in Brampton as "i had requested"...I lost it a bit at this point. Eventually They transferred the product to their Toronto office, why it wasn't there to begin with is beyond me as my address is obviously located in downtown Toronto. I picked up the package on Friday at around 4 in the afternoon at their Toronto office. An hour later I got a phone call from their complaints department, they left a voicemail to the effect that they were happy they could accommodate my request and that my complaint was now being closed.

I really have no words for how bad the service from DHL was. [redacted]. In a time where I can buy a car from my phone, how can it be this hard for a courier to send a package?

Feb 24, 2015
I called a DHL customer representative and said that I will be receiving the package.
Later on, I receive another call from [redacted] (DHL Counterpart) and said that the delivery will not happen today because the driver missed the "cycle" so it will be delivered the next day. The agent also advised me that I need to be present when the delivery comes because the driver would need help to unload the package. She said it will be delivered 1:00pm the latest, so I cancelled all my appointments/commitments the next day and rescheduled it on Feb 26.

Feb 25, 20 15
I woke up early and saw the tracking update online and it says that the package is with the delivery courier. Good.
Waited in the morning.
Waited in the afternoon, Tracking updated and says:
"Scheduled for delivery as agreed" Good. So it will be delivered! Called Customer service and they confirm it will be delivered that day. They also said that delivery is until 8pm.
Waited...Waited...Waited....
its 8pm...nothing! (What a waste of time!!!!)
Moved again my appointments/commitments the next day
(Because I need to be present when the delivery occurs)

Feb 26, 20 15
Tracking status changed "with the delivery courier"
Filed a complaint...and said that they will look into it why the driver did not proceed with the delivery yesterday and I would need to wait for them to call me.

The package arrived past 11am.

Called again customer service late afternoon asking for explanation why they did not deliver yesterday and they said I need to wait for them to call me.

Waited.....nothing happens

Feb 27, 20 15
Spoke to the customer representative and she said that on the 25th the driver attempted to make the delivery. The driver rang the doorbell and left a note.

What an excuse! I was downstairs on the 25th, stayed on a room where I can see outside. I even saw the Canada Post Van delivered mails since the post box is right across the house. There is no note whatsoever. No doorbell...nothing on that day.

I asked, if that is the case, why the tracking wasn't updated, It should read: "Delivery attempt", she said well, that can happen if you are using third party company to make the delivery (she's referring to [redacted])

So now its a blaming game! It's not DHL it's [redacted]' fault.
Well it the first place, who chose [redacted] as a third party counterpart???
I told her that the reason for non-delivery is not acceptable!!!!!
For me, the least they can do is update the tracking or call the recipient that there will be no delivery on that day so the customer will not wait for nothing!!!!

Its a total waste of time!!
DHL does not care if you have other commitments. [redacted].
Now I need to explain to my clients why I need to be out for two days just to wait for a delivery!!!! and DHL's reason is not acceptable!

I paid more than CAD$1000 for this package and they said it would take 3 days for delivery. The package left the origin country Feb 16, 2015, I received the package Feb 26, 2015.

10 days total!

What an experience to remember!

[redacted] I recently bought a small product from the US, the company uses DHL to ship. I really needed this product this week so I paid the $32 for five business day shipping (what other well known couriers charge for two day shipping,) and it all went downhill after that. This is how it played out.

On Wednesday they tried to deliver it but I wasn't home as it was the middle of the day. I called their customer service because they hadn't left a notice saying if it was going to be delivered again or if I had to pick it up somewhere. We had a lengthy conversation regarding them leaving the package without a signature but I was told because the shipping address was an apartment building / condo I couldn't do that so it would be delivered the next day around noon. I took Thursday off and worked from home to make sure I was able to receive the package. Three in the afternoon rolled around and still no package so I checked the tracking and it said "Address information needed: Contact DHL". I contacted their customer service and was told that because my entry code was not included in the shipping address, the package couldn't be delivered. I told them that, this was not asked for in the shipping details by the company I had ordered the product from and that when they had previously tried to deliver it they had used my entry code because I had a voicemail left by the delivery person on my phone. I was told that it is DHL policy that without an entry code they will not deliver a package to a building that needs one....even though they had used my entry code the day before. So I gave them my entry code and lodged a complaint with them considering that I had taken a day off to receive the package.

Later on Thursday their complaints department contact me regarding a complaint they had on file for me for a completely different issue. I straightened that out and explained the issue that I had with no knowledge of their entry code policy. I was told that they couldn't help me, that I should have contacted them directly after I had ordered my product to give them the entry code. How was I supposed to know this? Rarely when you order something online do you then contact the courier directly. I was then told that I could pick the package up in person...in Brampton. I live in downtown Toronto. Why was the package in Brampton when they in fact have a downtown Toronto location as well. So the complaints person told me they would have the product out on the evening delivery that day (still Thursday) or it would be transferred to the Toronto location so that I could pick it up in person, either way I would be called within an hour so that I would know what was happening. Guess what happened, no call, surprise! So I called them back, again, this is the third time that I have called them in one day. I found out that it was never to be delivered and was told that I could pick the package up in Brampton as "i had requested"...I lost it a bit at this point. Eventually They transferred the product to their Toronto office, why it wasn't there to begin with is beyond me as my address is obviously located in downtown Toronto. I picked up the package on Friday at around 4 in the afternoon at their Toronto office. An hour later I got a phone call from their complaints department, they left a voicemail to the effect that they were happy they could accommodate my request and that my complaint was now being closed.

I really have no words for how bad the service from DHL was. [redacted]. In a time where I can buy a car from my phone, how can it be this hard for a courier to send a package?

DHL is the worst to deal with. they don't deliver on time, customer service is NO help when you call, you just get told to check their website.

Last Monday I inform DHL that I will SelfClear package at Custom since they charge me 32$ in taxes and brokerage fees.

They did two delivery attemps (monday &tuesday)during this intervall and claim me 32$.

On wednesday of the same week, I send DHL a copy the form B-15 with the Custom stamp as a proof of clearance since I paid duty and taxes at custom. The DHL online status of ma package (waybill XXXXXXXXXX) is still ''ON Hold'' until now (Friday 08:54).

On thursday I spoke with a Customer Service Representative that confirm that my package was out for delivery but no delivery made that day. My DHL status was ''ON HOLD '' all day long...

On friday I spoke with three different Customer Representative and they confirm that the 32$ invoice is still in their system... but that they will send email to solve my issue.

The DHL On Line Status is still ''ON HOLD'' as of now and doubt that any delivery attemps will be made today.

It is a really messy Customer Service Department. They play ping pong with me and felt not supported at all.

D. F.
XXX-XXX-XXXX

I have had two extremely negative experiences with DHL, neither of which has ever been resolved to my satisfaction.
One: 15 years ago, I shipped two large parcels of personal belongings from overseas to Canada. I was assured that delivery would be within 2 (two) business days. They did not arrive until 2 weeks later. Posted parcels beat them here. I requested a rebate of some of my shipping costs. Never even received a reply to my letter. No apology. Nothing.
Two: Just recently, a parcel was delivered with tax and processing charges. I gave the delivery person my credit card. A month later, DHL is calling, asking for this payment. After a long, drawn-out series of phone calls to Customer Service, it turns out that the delivery person wrote the number down incorrectly, so it was not processed. I suggested to the Customer Service department that, as a good will gesture, they could waive the DHL processing fee. They did not. I paid the charges, but I will continue to tell EVERYONE I know NOT to use DHL. (They were not MY choice for this delivery)