Review Time
I was suppose to get my bike delivered on Friday 27/02/26. The parcel was never out as I was tracking it via app and in the end of the day they have written that driver could not access my address. I rang DHL customer service as on 2nd of march I still haven't got any update whatsoever on app/website ZERO. They contacted depo in Tunbridge and they told me they can not find my Bike which cost 3k. First of all who you can lost box 2 meters long and weight 12kg ?? second of all why do you lie ??
its absolutely ridiculous , I will be going through formal complain pathway.
This ihas got to be the worst delivery company I've had to deal with 4 times IV had the same item disappeared now and no way of speaking to DHL IV never had this with any other company
Collected by parcel and hasn't moved from its first update for for 3 days. Can't contact anyone to speak to. Wattsapp is virtual help, phone number has 3 options with no one to speak with. The worst service I have ever used. Avoid it like the plague.
Costumer service is non existent. My wife was waiting for a delivery then she received a message saying that there wasnt anyone in the property. Put as attempted delivery. I mean my wife could have been doing something that she did not hear the doorbell but whoever did the delivery took a picture of the property . And guess, I dont know whos house was in the image but one thing is for sure it wasnt ours.DHL delivered to a wrong address. I mean thats alarming. Tried to contact dhl ecommerce but all automated ad it was useless. I ended up calling the shop were I bought the item from just to confirm that they gave the right address to DHL and they did. DHL one ONE OF THE WORST CUSTOMER SERVICE ever!!
Shocking service! They put the phone down on me!
We’ve been tracking a delivery of a present for our daughter. Item showed as out for delivery on Friday 6th Feb but didn’t update after about 9am with the drivers progress.
Delivery don’t arrive on Friday as originally scheduled so I tried to call customer services. They refused to speak to me as I’m the recipient not the account holder. I tried to explain the situation and they just put the phone down on me.
Parcel updated this morning to say it was again out for delivery (9th Feb) but the same had happened with the tracking and it now just says delayed.
Really really poor. We have been using DHL ourselves for a number of years and have recently used them for pallets. But that has made me completely rethink things.
Sorry DHL. You’re an embarrassment.
I was awaiting delivery of my parcel in the 1 hour window provided by DHL. It did not arrive and I received an email saying there was nobody at home which is untrue. Driver left no card and the location photo was not my home and not in my street. Surely even DHL use Satnav for postcodes? No telephone number to speak to a human for help. Had to go back to supplier. Dreadful service.
Says they collected items on the 26th Jan for next day delivery 27th says delayed still the same and I thought evri was bad no contact apart from a automated system a completely waste of time trying to contact by WhatsApp as same response!!!!!!
DHL E commerce is a waste of time and effort.
This is a terrible service. The driver didn't even attempt to deliver my parcel. And when I got the notification about an "attempted" delivery it was outside the hours I was told via text that morning. What's the point in that?
On top of a lazy driver, there is no physical human being to contact about this being an issue. You're only left dealing with some dumb robot who texts you on loop unable to amend any issue. There is no email on their website which, again is a helpful experience.
I've been left with no choice but to collect my own parcel from the depot which is a large commute out of my way.
Please never use this serve. It is truly and utterly a waste of everyone's energy. This company is not organised at all.
Worst service I've ever experienced. I've used DHL, UPS, etc, etc for years and by mistake booked a collection with DHL Ecommerce instead of DHL.
Parcel was not collected. Cannot speak to anyone there. I spoke to DHL directly several times and although they cannot help with Ecommerce they transferred me to a few different numbers - all the same, impossible to talk to anyone.
I rebooked with DHL proper and was collected same day. I've also had a few situations privately with Vinted where the buyer selected DHL Ecommerce and the local drop off places told me the driver hadn't been for 10 days to 2wks. Again, each time, I sent using another provider paid for myself.
Avoid at all costs.
Would be zero stars if that was possible
I booked a large-parcel pickup and was given a “time slot” of 08:00–18:00 — i.e., the entire day. On the day, when they were supposedly going to narrow it down, they changed it to 18:20–19:20 (after hours). I tried contacting them but only got automated responses. I cancelled my plans and waited in the office because this was a time-sensitive return that needed to go back on time for a full refund.
At around 19:30 I called again; the automated system then said pickup would be by 20:00, so I waited another half hour. Nothing. I called again and was told the parcel wouldn’t be collected and they’d “try again tomorrow.”
The next day, I tried to find a number to speak to a human. The phone number on their website is automated. The WhatsApp contact is also automated and promises a callback that never comes. The only way I managed to speak to a real person was via a different number I found listed on Companies House — after waiting ~15 minutes.
When I finally got through, the first agent said there was no scheduled pickup in the system and that they’d call the depot and I’d hear back within an hour. I didn’t. I called again and a second agent said the system showed it was “already picked up.” It wasn’t. They again said they’d contact the depot and it should be collected that day. When I asked about getting a collection time slot on the day (as promised), they said that isn’t possible. By midday there was still no update and no confidence it would be collected at all.
In the end, I called yet again, got the depot address, and paid for an Uber to drop the parcel off myself. There was no acknowledgement, no compensation, and no apology. It’s depressing that a giant like DHL — like a handful of peers — can effectively dominate the industry and still deliver service this poor. Avoid.
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