DHL Reviews & Complaints

Have you received or sent a package through DHL Express or DHL eCommerce? Share your firsthand experience with tracking, delivery, package condition, claims or customer support. Rate your experience on ZeroStars from −5 to +5, including 0.

ZeroStars is an independent review platform and is not affiliated with DHL. Posting here does not contact DHL, start a package investigation, submit a claim or request a refund.

This page covers both DHL Express and DHL eCommerce from a consumer perspective. They share the DHL brand but use different delivery networks, support channels and claim procedures. Identify the division on your shipment confirmation before asking for help.

• DHL Express: Offers express document and parcel shipping, including international deliveries. Use Express support for an Express shipment.
• DHL eCommerce: Handles parcel shipments for merchants, including online orders delivered to consumers. A delivery partner may complete the final delivery.

If you are unsure which service handled your package, enter the tracking number in DHL’s customer-service finder. An online store’s order number may differ from the carrier tracking number; ask the merchant for the shipping details if needed.

Use MyDHL+ for Express shipments or DHL eCommerce tracking. Compare the latest event with the expected delivery date and save the details when contacting support.

DHL’s general tracking guidance says events usually appear within 24–48 hours of receiving a tracking ID. If the number does not work, confirm it with the seller. A shipment notification alone should not be treated as proof that the package has reached its destination.

For eCommerce deliveries, check whether tracking identifies another carrier for the final delivery. DHL describes transferring processed eCommerce packages to a delivery service provider. If a partner tracking number is supplied, check that record too. Include both references when privately contacting the merchant about an unresolved delivery.

If tracking says delivered but you cannot find the parcel, review the delivery details, check the stated location and ask household members or building staff whether they accepted it. Tell support if the location, signature or other available delivery evidence does not match your address.

Contact the appropriate DHL division and notify the merchant promptly. Keep a record of your report and ask what the next step is. Describe what you observed without assuming that a missing package was stolen or that a specific person was responsible.

If the seller arranged shipping, ask it to investigate the shipment and explain its replacement or refund process. A carrier investigation and a merchant’s resolution of your purchase are separate matters.

DHL Express offers On Demand Delivery for recipients to manage available delivery preferences. Follow the official link and check the options offered for your shipment. Do not assume every package can be redirected or rescheduled.

If you missed a delivery, follow the notice and current tracking instructions. Contact Express support if the offered options do not solve the problem. Express delivery-management tools should not be assumed to work for an eCommerce shipment.

Photograph the item, outer carton, label and internal packaging. Keep the original contents and packaging while the problem is being reviewed, and report what is damaged or missing to the merchant and the relevant DHL support team.

For Express, DHL’s claims instructions say packaging and contents must remain available at the original delivery location until the claim concludes. Required evidence can include purchase records, item identifiers and damage photographs.

Do not discard or return an item without clarifying the inspection and return instructions. Keep communications, purchase receipts and any case number together so you can follow up with a consistent record.

DHL Express: The U.S. recipient claims guidance directs receivers to the shipping payer, sender or seller. An eligible claimant can transfer claim rights using documentation approved by DHL. Receiving the parcel does not automatically make you the person entitled to submit the compensation claim.

DHL eCommerce: Its U.S. shipment-protection guide says claims must come from DHL eCommerce customers, not recipients. If a retailer shipped your order, ask the retailer to handle the carrier claim and discuss your purchase resolution with you.

Report problems promptly. Claim windows, supporting documents and coverage depend on the division and shipment. Ask the eligible claimant to confirm the applicable deadline rather than assuming an open support conversation has submitted the required claim.

DHL Express has a money-back guarantee for specified services, subject to conditions and exclusions. It does not mean every late DHL package qualifies for a refund. The published terms require notice of an eligible late-delivery claim within 14 calendar days of shipment; check the current terms for the service purchased.

Express identifies approved service-claim refunds or credits as payable to the U.S. payer, usually the shipper. If you paid a merchant for delivery, ask that merchant about your delivery charge. Do not apply Express guarantee rules to eCommerce packages.

A shipping-charge refund is different from reimbursement for lost contents or a refund for an online order. State which resolution you are seeking and who sold you the goods or shipping service.

Include whether your shipment used Express or eCommerce, whether you were the sender or recipient, the approximate date and what happened. Describe the response from DHL and, separately, the merchant or final delivery carrier. Positive, negative and mixed experiences are welcome.

Explain whether the parcel eventually arrived, a replacement was sent or the issue remains unresolved. Avoid publishing full tracking numbers, home addresses, account details or unredacted shipping labels. You can update your review if the outcome changes.

Read consumer experiences with UPS, FedEx and USPS, or browse the Shipping & Delivery category.

No. They share the DHL brand but have different shipment services and support procedures. This page welcomes reviews of both; identify which one you used.

Enter the carrier tracking number in DHL’s official customer-service finder. Ask the seller for that number if you only have a store order reference.

Express normally directs recipients to the shipping payer or sender, with an approved transfer of claim rights possible. eCommerce’s U.S. protection guidance requires the shipping customer to file.

DHL eCommerce can transfer a parcel to a delivery partner. Follow any partner tracking details supplied for your shipment.

No. Express guarantee eligibility depends on the purchased service and terms. Ask the shipping payer or merchant about the appropriate request.

No. A review shares your experience publicly. Contact DHL and, when appropriate, the merchant separately for delivery help, claims or refunds.