I had to pay them a fee for literally nothing. They wanted $45 on top of the $125 I already paid for shipping and handling, just "in case" there were fees at customs, even though customs had already cleared the order days prior. Think of it like a deposit that they keep, even if there was ultimately no service rendered. I intended to use DHL regularly for large orders, but I'll take my business elsewhere if they intend to steal from me. read more

I was expecting a package to arrive before August 8th as that's the date I was given for arrival date. However it is already August 10th and haven't received it. Tried calling DHL express and didn't manage to talk to a person, they only had automated messages. One of the automated messages said that if I had to pay any customs duties I should go online. Out of curiosity I went to the page mentioned in the message, just to find out that indeed, I had to pay some customs duties and that's why my package was being held. I NEVER received any notification from any body saying that I had to pay duties. I only found out about this by chance. Never got to talk to a person. Quite unhappy with the non-existent customer service. read more

Their driver dropped off a package on the doorstep, did not get a signature. It was raining and the package could be seen from the street. Good job a kind neighbor saw it happen and came over to pick up the package so it did not get soaked in the rain or stolen. Then DHL is calling because the driver did not collect the import duty and tax fee. What a lousy service.... Worse then Canada Post and you have to go a long way to be worse than Canada Post... Avoid this delivery service you are looking for trouble read more

The absolute worst shipping company I've ever used. First time I shipped with them, the driver spent three days claiming they couldn't locate my address (I live on a busy major street, not exactly hard to find), and eventually just dumped the package at a local facility for me to claim on my own. Employee at the facility said the driver had similar "issues" locating 24 other packages in the same situation as mine. DHL drivers get paid by the delivery attempt, not for successful delivery, so the claim a couple false attempts to get extra pay. My second time using DHL, they've completely lost my package. Tracking says it was delivered, and the name listed on the signature is a bunch of gibberish letters. Customer service has absolutely refused to help locate my missing package, calling on the phone will give me one answer while an agent responding via email gives me another. I was told they were investigating the location of my missing package, and their investigation amounted to asking the driver if they remembered delivering it, he said no, and they declared it case closed. Avoid this company at all costs, they don't care about quality or customer service, they just want your money. read more

I have used dhl twice and both times were terrible. First time I sent a package from Canada to South Africa was told I would be there in time for my Mom's birthday and the package was delayed. This time I was told the package would be delivered 2 days ago on 7th December 2022 and all I have had was problems from the start. I wasn't asked to make an invoice for every single item in my package and I must give the cost and also saying it's new or used? Because dhl Canada never told me this my package has been on hold for 2 days now. And to make matters even worse dhl Canada is blaming South Africa they said South Africa needsa the invoice. South Africa says they are waiting for the invoice that Canada forgot to send to them!! I asked Canada how long it's still going to take before my package gets delivered and he said it takes 3x before it's processed??? I don't understand why it takes 3 days to process when you have acknowledged you have the invoice? If anything is missing from my packing I will be taking this further. DHL is incompetent and when you try phone them you can't reach them and when do you reach someone he tells you the packing is moving it's on its way to the receiver which is a lie. I still have no idea when my package will be delivered? Useless and atrocious service. Don't ever use DHL !! read more

Having a pathetic time with the customer care of this company. It's like they just don't want to help, long wait times and after that when you connect, they can't wait to hang up on you. You have to keep explaining your situation multiple times to different representatives, to no avail. Never ever going to trust DHL again with anything. read more

Please stay on the line and one of our international specialists will be pleased to assist you shortly. I had to wait several hours before I lose my patience every time. I wish this company soon goes bankrupt. All companies with such poor ethics will someday. read more

I was at home. The delivery guy didn't bother to ring the bell. Just left the paper and left! Called the service will be delivered tomorrow but no timeline. So frustrated... read more

I pay $70 dollars for DHL express and my order 5 days later and the customer service told me I have to wait until Monday bc today was Friday they give me tracker Number it's say today end of the day u will receive ur order but in the end it says tomorrow sorry we couldn't making today I m very disappointed. read more

I have been working in the logistics industry for 20 years. This company is supposed to be delivering a package for me for the last 2 days and they have shown total and complete incompetence the entire time. First off they failed to deliver my package despite the fact I was present in my apartment at the time and my buzzer code goes directly to my cell phone. When I wrote them a letter demanding what happened they told me they didnt have a buzz code. So I gave it to them and they said they would redeliver in the morning. In the morning I get a phone call from them saying they need my buzz code from me. Apparently their email customer service cant talk to the phone service so I provided them with the code again and they provided me with a eta. I waited and yet again a text saying sorry we missed you. I called up there phone people again. And they then told me that the package is on hold, because they didnt have a phone code and that it wont be delivered till tomorrow again. At this point I am tempted to call Federal Express to go to there depot and get the package and have them deliver it given the complete and total gross incompetence and disrespect that this company provides the customer. read more

Worst. Service. Ever. I schedule a delivery for a Monday after DHL said I previously refused their package (they never called or knocked on my door the day the said they would). On the Monday they never came again and when I called customer service they said that it never went out for delivery. So I had to reschedule for the next day. BTW DHL does not have local contact numbers so you always end up getting someone who doesn't know anything in Toronto. When asked for a local (Calgary) DHL contact number, they would refuse to give me one. If I could do zero stars, I would. I will never send anything from DHL nor will I buy anything from a company that sends their product through DHL ever again. read more

Angry with DHL Courier, ive been waiting all day for a package to be delivered cause it said it will be delivered today, i get a txt telling me they have the wrong address, to call a number, so i give them a call, they tell me the delivery guy saw it was a apartment with no buzzer code (which there isnt, i gave specific instructions to use the back door) so he decides not to deliver my package, he didnt even make an attempt, im extremely angry about this as i had stuff to do and i waited all day long, now i have to wait tomorrow again, no courier has ever had problems delivering to me (UPS and purilator). This is poor customer service on thier part and i will never use thier service again read more

I had a package of sample plastic pens with the value of less than $2. I was told to pay $20 for taxes and fees outstanding on your delivery. Estimated delivery was 29 March. I called DHL On 30th at 9:26 and I spoke with an agent and she told me that she could wave $6 and told me to pay the delivery guy with debit or credit. The delivery guy came to my office with a high speed and told me to pay $20 because nothing is updated for him. I called DHL again and they told me they had no idea whom I talked to and I have to pay full amount. If someone told me not to pay $6, she is responsible for it. How is this possible that DHL has no record of that! The new agent told me that she could do the same thing and wave some amount but I have to go to Richmond from North Van and pick up my parcel. I AM NOT GOING TO USE DHL ANYMORE. read more

This company is garbage. Pay the extra dollar or two and use Canada post, FedEx or Purolator. Missed an important package delivery so I requested to pick it up so I could get its asap the next day. Come to find out that by me selecting to pick it up will now take the package another couple of days to do the circuit back to Brampton Ontario and be shipping to the pick up location down the street from my house. Or they could have just delivered it to my house the next morning if I hadn't said I'd pick it up. What a pathetic joke. I'm furious! read more

DHL seems to be unable to heed instructions via the My Delivery portal. A few times now, I've changed my delivery option to pick up my parcel at one of their Service Points (and received a confirmation email), and yet somehow they still attempted deliveries at my household address. Each time, I have had to call into Customer Service to resolve the issue, when ALL IT TAKES is just for one of the staff to check the On Demand Delivery notifications properly. What a bunch of incompetent buffoons. I would not patron DHL if the online store I frequent had other shipping options to Canada. read more

Actually Zero Stars! The worse delivery service company out there. Package from New Zealand to Canada Customs in Quebec, takes 5 days. 4 days to clear customs. Quebec to Calgary 1 day. Calgary to Lacombe 3 days so far. Tracking showed in Transit but it was like that for 3 days. Called repeatedly. One day I am told would be delivered by 1 pm same day as call. Next day still had not received it. Called customer service was told that it was given to Loomis. Called Loomis was told that it was back with DHL. Called DHL and was told it was on its way to Edmonton and that they were escalating my call and someone would call me back. Received a call back and still didn't know what was happening and they would have someone higher up call me. Received another call and was told again that it was on its way to Edmonton. During this call Edmonton warehouse calls me and says that they have the package and that they would be calling Loomis to pick up and it would be delivered the next day. Will wait and see! I might add that 4 days to delivery a parcel when the location is between Calgary & Edmonton which the 2 cities are only 3 hours apart. As a previous Shipper/Receiver I would never recommend this company for anything! read more

Ordered a product on eBay, and the seller used DHL. The total cost of the item was $90 CAD, and it was coming from japan. The import tax ended up being $4.29, and DHL added a $19.31 fee for processing the import tax. Fucking ridiculous. read more

My package was supposed to arrive on the 31st of March but it said on 31st morning that it was withheld due to charges. So I called customer service to inquire, and they reassured me that this was an error in their system and that I would have my package within the day or at the latest on the 1st of April. I called again this morning because the system still showed the charge- and it was then that I was told that I did have to make a payment and that my package would arrive today if I made the payment ASAP. I made it immediately but it never showed so I called again and apparently I "missed the deadline" for my package to be mailed today so now I'm only getting my package on 5th April because of the long weekend. Their misinformed agents caused my package to be delayed by a total of 5 days. read more

ordered a package with 2-3 business days delivery. On the day of delivery I was at home all day long (we also have an intercom and cameras on the building) - no one showed up, no one called the apartment, but later I got a message that they were not able to deliver because I wasn't at home. this happened again the day after. then, I moved the delivery to the pick-up point (silly, I thought I would be faster this way)... since then I write or call them every day I just hear that there was some problem, they had to offload it from the truck, then again - just that time they put on a wrong truck. basically it has been 2 weeks already, I still don't have my package. And now I got 2 other packages with DHL and again the same story... they were not able to deliver because I wasn't at home - I'm literally at home ALL THE TIME! very annoying, will avoid using DHL services ever here again and will inform all the sellers that this company is a scam and leaves their customers deeply traumatized read more

1 - Hidden fees - why pay for the same thing twice? 2 - Website tracking is misleading and does not have accurate information 3 - Call centre staff are not helpful 4 - Payment system is slow and doesnt integrate with the rest of their delivery management system(i.e. once you have paid their hidden import fees, it does'nt immediately let you book a dropoff) 5 - No communication to inform you that there are additional fees(some hidden and unknown while other like GST are required by law) 6 - Hold package hostage if you do not pay their hidden fees read more

My bad experience with DHL started when they charged me additional fee $42 to deliver one of my packages, claiming it was customs fee, which their website claims to be 2.5% of the value, which would have been $1.50 in my case. I called their representatives who were extremely rude and told me that the policy is $10 or 2.5% whichever is higher. What kind of policy is that? Even if that IS the policy, why was I being charged $42? Not $10 in this case? Their representative basically told me to screw myself and told me that I had to pay it or my package wont be delivered. I felt blackmailed, and paid the amount online. And today the delivery person had only dropped off one of the packages and refused to drop off the other package saying I didn't pay the $42!!! I am beyond infuriated, considering those packages were extremely time sensitive. And I had already paid the blackmailing fees! Now I have to wait for another day, and miss my friend's wedding because I don't have the proper outfit to wear And why lie to customers and pretend that you can email the CEO and the Director of Customer service directly? When both of the emails are the same? Just shows the complete lack of customer care! They should be ashamed. I have had better service with Kazakhstan Post than DHL Canada, and that's saying a lot! Infuriated customer who will never use DHL again Darren read more

DHL Express Canada - DHL Express Canada want you to believe they care about customer service. What a joke - Couriers & Delivery Services Near Me - Brampton, Ontario

Worst customer service and they charge more than 6 times more for similar fees for other companies. I hope this company gets sued or goes bankrupt. Absolutely disgusting read more

I'm wondering why this company haven't sorted their processes out yet? My passport was sent from the UK to Canada and I have been tracking it for the last day. The online tracking service said it had made it to Canadian customs and was expected to be delivered by the end of day today. As it needed to be signed for, I took a day off work to make sure I was home. At 2pm the online tracking system didn't say it was out for delivery yet so I called there automated phone line. I was told that the package was out for delivery. I called again a few hours later to ensure my number was on file and the agent told me the parcel was still in London. I asked her why I was given THREE different stories and she said "I don't know". What an absolute waste of time. My partner went through a similar situation a few months ago, so it's definitely not the first time. read more

I was home, waiting for a package, and checked the front door, and there was a note saying that no one was home, they didn't even bother knocking on the door, or ringing the doorbell. I sincerely hope the company goes bankrupt. read more

They charged me $27 to process a $20 t shirt. $20 of that was their brokerage fee. I will never buy anything again from a company that uses DHL as a courier. read more

If I could give 0/5, I would. DHL states they have tried to deliver my parcel twice. Both times I have been home and waiting for them. I have not missed any call on my phone or at the door. I will be contacting Amazon to recommend DHL no longer be used as a carrier. read more

Worst experience ever!!! Please don't send anything through DHL. I still dont know where my package is and all they communicate is through email and even after mine was a fast delivery its been 3 weeks and i get reply after 3 -4 days. Management is not supportive and rude customer service. Naveed is the one who i talk to but such a rude way to talk to customer who almost paid 300$. read more

Package says it was delivered but it was not. No proof of delivery when link was clicked. Called in and they had said all their drivers had gone for the day. Offered nothing for record of delivery. Forced by them to pay more on top to just get this package and they lose it. Edit DeleteShare read more

DHL rips off customers on both ends of the shipping deal. They always charge "duty" even when duty is not collected. They then charge serves fees on the duty they should not have collected. Recently a merchant told me they charged him extra for "remote locations" when he is within a couple hundred miles. So they try to bleed customers and merchants and should not be used. read more

The worst service ever My shipment came for Pakistan in October '21 for my daughters wedding The most expensive wedding outfit was stolen from it in Canada The shipment weight was 24 kg when it left Pakistan .It was checked there and had a tape on it saying checked and the weight was 24 kg It was delivered to me on time with 4 kg less weight When I complained they said it was missing on way No one helped ! The wedding was within a week It ruined everything I know it was stolen by the driver No one gave me his name or did anything Never again DHL I never had any problems with other cheaper services DON'T EVER USE DHL ..THE WORST SERVICE EVER read more

I wish zero stars was an option. PLEASE if you are a consumer business do not use DHL. UPS, USPS, CanPost, Fedex, all have their issues but they are still remarkably better. I absolutely dread when I see DHL is handling my package. Every time I have something shipped through them it involves multiple un helpful phone calls and stress. No other shipping company has trouble delivering to me but them, so it is not an address issue. DO NOT USE DHL. read more

Terrible customer service Hard to reach and low responsive They tried to charge me almost $30 for the custom fees when after the self clearance the Canada border office only charged me $6. They just tried to rip off customers. I submitted the approved self clearance documents from the Canada border office but no one responded to me and I had to follow up 3 times only to find out that my parcel was sent back to the seller. It's a total waste of time and money. They didn't respond to my email, didn't respond in a timely manner. They didn't take any accountability or responsibility. They just tell me to contact the seller myself but they never contacted me to inform me that my parcel was already sent back when I tried to find out 3 times. It's a waste of time and money. It took me an hour to go to the Canada border office and sent them documents as soon as I paid for the duty taxes. I had to pay for the redelivery too. read more

This delivery company is so upsetting it states they are about making their customers happy and going above and beyond but they wont and they dont care!! My package was attempted 3 different times on 3 different days while I was home when promised the third day yet there was no delivery! When I called to complain they said there was no buzzer given. But the buzzer is the last name the package is under and the team leader said if there is no buzzer the driver will leave. Why wont the driver get out of the truck look up the last name and deliver the damn package. I'm so upset I leave tomorrow out of country and they basically said theres nothing they can do. I would never use this company again like deliver the package!! read more

Absolutely ridiculous brokerage fees. After I received their brokerage invoice I called DHL and asked them to send package back, instead they delivered it to my door and forced my family member to pay for it . I will never use their service again read more

Negative 1000 stars. DHL is completely useless. Pretend deliveries, tracking information is never up to date, customer service reps are rude and incompetent. Why am I paying 15 dollars for shipping, then having to drive an hour and a half to Brampton to pick up my package? Two calls to customer service trying to reschedule my "final" delivery attempt and I was redirected to the website. I filled in the delivery request and received an email confirmation. Two days later, still no final delivery attempt. When I called customer service a THIRD time, they claimed that the delivery request wasn't in their system. How can a major shipping company not have any pick up locations in downtown Toronto, or at least within city limits? Not everyone has 3 hours during their business day to go pick up a fucking package that I specifically paid to have delivered to my door. Completely terrible excuse for a shipping company. read more

Absolutely terrible service. Please bear in mind that it's been over 4.5 months for my 11-14 day shipping, and DHL usually takes 2-4 weeks to reply to an email. So getting information out of them has been extremely, extremely slow and frustrating. I wanted to ship a suitcase from Berlin, Germany to Canada when I moved back home. I went to one of their shipping offices and got their staff to help tell me everything I can and can't send. I followed their advice, claimed what was in my bag, and shipped it off with their 11-14 day shipping and €1,000 insurance. It cost me €150 or about ($230CAD). A month later, I'm filling out an insurance claim because my online tracking hasn't been updated and I definitely had not received my suitcase. Several days later they inform me that my suitcase is not lost, it's just sitting in Berlin still because it can't be shipped. Why not? Because I can't ship a laptop overseas apparently. Well, that's okay I figure, they should be able to remedy this situation, because a laptop was the first item I claimed I was shipping because their staff told me that it's okay to send it. I'm thinking that it's just too bad it will take several weeks longer than I expected. Nooooooooo, here we are over 4 months later and DHL has acknowledged in an email that they messed up. That yes, their employee may have misinformed me, but in their opinion it's my responsibility to read their full terms and conditions online before sending anything with them. Have you ever looked at the terms and conditions? Yeah, no one has ever. Because it's a million word long essay of legal mumbo jumbo that's all written in German---- hence why I asked their employees for help before sending my package. Anyways, I've waited 32 days for their most recent reply, which came from a "No-reply" email address (so I guess they've decided this case is closed), and it was 2 sentences roughly translated saying, "We regret we messed up, but we've reviewed the situation and decided we're not going to do anything about it." Done. 4.5 months and $230 later. Disgusting. Absolutely disgusting. I could never imagine telling a customer to my business, "Yes, I messed up, and I won't do anything about it." That is something I never have, and never will say. I will never use DHL again in my life. I will actively go out of my way to share this story with people so they don't use DHL. My small online business that ships all of it's goods to customers will never use DHL. This embarrassing service has caused DHL to lose thousands of dollars in business from me, my friends and families, and my business which will never use DHL again in our lives. Anything is better than risking going through the months long crap I've gone through with this excuse for a service. read more

-100 if I could. Absolutely horrible and horrifying. I purchased something $450 worth online. 1. They wanted to make me pay $80 for custom clearance, so I self cleared instead for only $48. I advised them about the clearance and they never updated my file. 2. On delivery day, which was late, they called me and I told them that someone will come out to get it, we come out and there's no truck, the updated status says "delivery attempted, recipient not home" 3. I called them and scheduled for delivery the next day from 9am-4pm, they didn't deliver until 5:57pm. AND it wasn't even delivered. The update status states delivered but I was home all day, no ring, no knock, no call. 4. I called them asking where is the package, they said the driver left it in a "letter box". I live in an apartment theres no letter box outside.... they told me they will get someone to investigate and get them to call me tomorrow morning. Oh and they had the audacity to say I still owe clearance fees (when I paid them already) 5. Next morning no call, I called and they said the agent looking after my case went home for the day and won't be back until 2days. Like wtf? I told them it is urgent and I need to know where it is. They said they will call back. 6. Never got a call again. So I called and they said they will transfer to supervisor, was on hold for 20mins, no one picked up. 7. Called again and finally talk to an agent, he says he spoke to the driver and the driver said he delivered to the right address in the mail box. I email pictures of the apartment with no mail box. Agent says he will call again after he gets more info. 8. At closing time, no call so I call the agent and tells me basically the same shit and that the driver won't be back until Sunday so we have to wait still. Basically they lost my $400 package, made me wait for calls to never get one and then in the end told me the driver says he left in a mailbox when my apartment has no mail box. Basically my shit is gone and they want to take no responsibility. They told me to contact the shipper to file a claim on my behalf to get a refund. And even with the refund I won't be able to get my custom fees back?! read more

Use another courier if at all possible! I had 2 packages shipped from the UK to Vancouver via their express service. After a week of not hearing anything, I checked the online tracking to find that apparently they had already attempted to deliver both packages but NO delivery slip was left and one of the days I was home at the time indicated that they "attempted" to deliver. When I rang customer service to ask where my parcels were, they said they were unable to deliver because they didn't have a buzzer number. There is a one page paper resident list (of which I am on) above the buzzer. I then asked about the fact that they had my phone number, to which they replied one number was missing (this was true for one of the packages) which doesn't explain why I wasn't called for the second delivery. During this same telephone conversation, we agreed that I would collect both of the packages from a collection centre and they confirmed my number as I was told I would receive a text message when they were ready for collection. After 4 more days, I still had no text messages for either package so I called again. This time I was told that the packages were waiting for me but because I didn't sign up for the notifications, they didn't send any despite the previous customer service operator telling me that I would and confirming my telephone number. When I went to collect the packages I requested to speak to a manager as I had had my fill of their incompetence. I was given the managers phone number which is an automated service. I requested a call back and I week later I have not received any call. Had I not chased the delivery of these packages, there was the real possibility of these packages being returned to sender as they were unable to deliver because of their sheer incompetence/laziness. Thankfully these were not a gift and I was paying attention but for what I was charged, I do not expect to have to do the companies job for them. read more

I just wasted 2 hours trying to PAY for my taxes on an imported parcel. The link to pay online was not in the language of the body of the email containing the link. I called and was able to use the press 1 for English option and the 5 option for my concern (THE FIRST TIME I CALLED). I was not listened to and the person that I spoke with just said you owe taxes. I said I know, but I am not able to pay them using the emailed link. He hung. When I called back, both with my phone and that of my husband, I was only able to select the language option and none of the customer service options. I tried chat numerous times, again with the same substandard assistance. Professionalism is not their strong suit. I would only choose DHL out of desperation and as a last resort in the future. Not that they care, during this time of financially rape the customer because we can era. read more

They don't respect the schedule and they show up anytime outside the schedule when nobody is there. They only say we're sorry. It's 2 weeks that I'm waiting and a fail a course since I didn't received it ontime because of them read more