DHL Avis 

Purchased delivery of a small parcel from Singapore to Germany to return my father's iPhone (lives in Germany; iPhone bought in Germany). Not only took the delivery nearly 2 weeks due to lack of capacity in the Leipzig customs office (which they themselves stated when I called them) despite 'selling' it as 2 business days. They also charged SGD70 (in addition to the original price for the delivery, which according to their own T&Cs includes 'standard customs processing') to essentially process the parcel without incurring customs clearance. I had not choice but to pay as otherwise the phone wouldn't have been delivered at all. Had I paid customs on a used phone, it would have been cheaper. Total scam in my opinion - never again will I use them. Their SG office was clearly let down by how Germany handles business, and yet, the SG office could have at least paid a (partial) refund.

Look, like my order arrived with missing items leaving me pretty frustrated with the whole thing. Avoid if you are in a hurry.

They give fake info and don’t allow to call customer service and disable even sending messages

The most rudest question and tone of voice to use as a customer service representative.

I Called in behalf of my partner regarding an order that was “missed”. And this is what the customer service representative questioned me in the midst of me asking him questions regarding the delivery attempt that was “missed”, “sorry but who is the customer n what is your relationship with the person who placed the order” upon telling HIM (the CSR was a male) i am the partner of the person who made the order, i stopped him n asked him what was his purpose of knowing who i was n how i was related. And this guy said it was for “verification purposes”. As someone who knows what is ACTUALLY required for verification, i am pretty sure “which company and which country is the item from” isnt part of your verification process when i have already provided the important information which is the customer’s full name, contact number, full Waybill number further verification would him asking me for the full address not my personal relationship with the customer. After i gave him the information he personally requested for, i asked him if he had anymore information he needed for his special way of “verification purposes”. This really made me question how do your team actually hire such customer service representatives. My partner even told me the previous calls whn he asked if the team had any information about the driver who attempted making the delivery the team proceeded to say “i dont know”. I have never heard a simple i dont know from customer service honestly.

CSR even told me that all orders placed must come with a clear information from customers saying that “please contact me when delivery is being made” or “please place at door/gate” (for orders that require no signature otherwise driver will just leave a note at ur gate “sorry we missed your delivery n not have your item given until we get an update from you. This is the best part take note DHL.

While being right at home the “door was not answered” apparently, according to the note left by delivery driver. No phone call attempts were made despite customer’s phone number was already stated. Honestly why would a phone number be provided for to delivery people…

I really was not pleased with the customer service representative. I hope that this will be taken note of and also their delivery service improves.

I am writing to share my concerns and disappointment regarding a recent delivery I arranged through DHL for a purchase from the US. I chose DHL specifically because I believed it to be a reliable and trustworthy company, and I was willing to pay a premium price—over $40 USD—expecting a smooth and professional service.

Unfortunately, my experience has been far from satisfactory. After waiting several days for my medical items to arrive, I checked the app where I made my purchase and discovered that DHL eCommerce Singapore had marked the delivery as failed due to an "incorrect address." However, when I reviewed my order details, I found that the address provided was, in fact, correct.

This prompted me to contact DHL for clarification. During my first call, I was told to reach out to another company, WMG, as DHL had subcontracted the delivery within Singapore. Despite multiple attempts to contact WMG, I received no response—only an automated voice message that was never returned. Frustrated, I called DHL again, reiterating that I had paid them for the delivery and should not be responsible for dealing with the subcontractors they choose. Disappointingly, rather than helping resolve the issue, DHL staff simply disconnected my calls—this happened twice, once with a male representative and once with a female representative. This behavior is extremely unprofessional and left me feeling dismissed.

Eventually, I managed to get a new tracking number from WMG’s website, only to discover that yet another company had been subcontracted. After persistent effort, I was able to chat via WhatsApp with SPX Singapore. By this stage, my address had been distorted somewhere along the subcontracting chain, which I believe contributed to the delivery failure.

Overall, my experience has been frustrating and disappointing. Despite paying a premium price for DHL's service, I had to spend significant time and effort just to track my shipment and attempt to resolve the issue, all while receiving little to no support from DHL. The customer service and after-sales support I encountered were far below the standards I expected.

I hope you will take this feedback seriously and look into the matter, including reviewing the conduct of your staff and the effectiveness of your subcontracting process. I would appreciate a response and, more importantly, meaningful action to ensure this does not happen to other customers in the future.
Tracking :
DHL : 33872604159630594
WMG : WMG00000838567
SPX : SPXSG067260779704

never more ...

Thank you for your time and attention.

Jordi Figueras

Fake "attempted delivery" notices and inaccurate tracking info. I was home all day - no knock, no note and no doorbell - "we attempted delivery but no answer." Online tracking support was worthless with excessive wait to speak to a person, who couldn't tell me anything new. No more for me!

I was supposed to have a parcel delivered by the end of the day, and I was at home to receive it since I work remotely. The next thing I know, I received a notification stating that a delivery attempt was made but no one was at home to receive the parcel... I was literally in the living room and I did not hear a single knock or doorbell. I immediately contacted the customer service within 5 minutes only to be informed that the courier would knock on the door / ring the doorbell whichever is applicable (their own words). But I did not hear anything? I then asked if the delivery can be redone the same day since its possible that the courier is still around the vicinity given that the notification was only sent 5 minutes ago. I was informed that this arrangement could not be made and the parcel can only be delivered by tomorrow. This whole situation is ridiculous.

Appalled to see so many bad reviews. I had an expensive present sent to my brother in Singapore. Import taxes all paid for. They still demanded payment of taxes before delivery. DHL management assured me it was all taken care of. However when DHL came back the driver again demanded payment of taxes. The present is still not delivered. Ruined my weekend as I now have to wait until they open on Monday to try to resolve this. Totally incompetent.

hidden cost. If you import soemthing from overseas you have to pay import tax. clear. But DHL charges on top of it a handling fee for import tax?. Shouldn't it be incl of the original handling fee?

If there is a negative review, I would give a negative 5 star review.

I have a shipment send from overseas and I have arranged to pick up from a service locker via delivery option at DHL homepage few days prior the actual delivery date.

On the actual delivery date, while I was engaged in a business meeting, the delivery guy called me and informed me that he is already outside of my house for delivery. Out of surprise, I questioned if he saw my delivery instruction is to send to service locker for self pick up as I won’t be around to receive the package. More surprise when the delivery guy informed me that the service locker is full and no empty locker is available. I am very piss with such a mess, cumbersome and non professional delivery service provided by DHL. They could have co-ordinate and monitor if there is any locker is available before they conduct the delivery service. It’s very clear to me that they just wanna simply clear all the outstanding delivery to meet their delivery KPI, but totally throw the customer request and quality of delivery service down to the drain. Again, when I request the delivery guy to put the parcel at the corner of my unit under the water / gas meter, he just simply put the parcel at the edge of the door step !! It’s fragile item!! They just simply shut their eye, ears and brain off and totally ignore my black and white instruction input via DHL delivery instructions. The entire delivery and operation team should be fired as they are not professional at all

Illogical splitting up of 1 shipment into multiple separate deliveries/trips. Wasting customer's time to have to wait for 2 or more deliveries spread out over entire course of the working day. Understood their toxic competitve delivery couriers/agents' culture, at dispatch center, to snatch easy, small and light weight orders for their own agendas, while leaving bulky items for the other colleagues. Therefore, creating a situation whereby 1 shipment is split up into many other deliveries timings/date.

Courier called me before arriving , and I mentioned to them to deliver to unit. They said ok. I saw on my app that they drove into my residence and they called the lobby's intercom which I have granted them the access. But they didn't deliver to my unit! And they did not bother to call me on the phone if they faced issues with the access. Why can they call me before arriving, but not when they are at the lobby? Shortly after I received the failed attempt message , I called the courier cellphone number and it was switched off. Very bad experience and I had to reschedule the delivery date.

Service was terrible.

Delivery driver lied about attempted delivery as shown on CCTV and then customer service again tried to lie that it did indeed happen. When it didn't.

Wasted a whole day and time off.

Dreadful service and wont be using them again.

In general, DHL's service standard had dipped significantly.

Just an example, an express envelop from Kuala Lumpur to Singapore, takes 3 days.

As in, the pick-up from KLCC is not prompt.
Submitted order for pick-up on 3rd Apr around 3PM+, but was only pick-up the next day at 4th Apr 4.35PM.

Thence, delivery to Singapore's recipient on 7th Apr.

So, they arrived at the doorstep and told me that the GST was payable. I mentioned that I've already paid the GST and they casually say, oh! If that's the case it will only be reflected on the system 3-5 business days later. We will come back.

So ... if I had known that paying by credit card would place me in a worse off position, I would have paid it on the spot instead. But I'm just impressed by how casual they are about the use of their time (and other people's time).

I was on 2.5 weeks leave when DHL sent the invoice. After I returned, I took a couple of days to clear my inbox and finally got to the DHL billing email, I submitted for processing. Then I received another email from DHL SECURE CREDIT CARD TEAM, saying that our account is under suspension. I replied to this email apologizing for the delay and explained that I just returned from my leave and had submitted the invoice and that the payment would be processed on Friday. Our payment run is on every Friday. To that, this DHL SECURE CREDIT CARD TEAM replied -

"As a one-time exception, we will extend the deadline until Friday, 21st February 2025.

If payment is not received by then, we will place the account on credit stop."

Does this employee think he/she is a big shot? Fancy threatening us with these statements over a bill of $54? Putting our account on suspension and on credit stop? Does DHL think that they are the only international shipping company in Singapore? We are not owing them millions for months, for goodness sake.

I am not impressed with DHL's attitude on this.

Sadly, a litany of farcical mess ups, I guess due to extremely poor internal communication, and/or staff not having enough time to read instructions, addresses and to care.

I am not sure what the issue actually is with DHL but I can only imagine, profit before service, and F the customer.

The next time I order something online, I will establish first BEFORE I hand over my money, that DHL is not the courier.

I dropped my parcel at Cheers SMRT Woodlands (DHL Partner). On that day, I was not sure CANADA zip code so I blank it on manual form. I used it because DHL apps does not work. Then, Cheers staff ask me the code then I told her to write down on the form. What I disappoint was, she asked me why the code is purely numbering. What the hell.... who has taught her postal/ zip code always has to be numbering only.

I got a message from DHL asking for "no signature delivery".....I pressed to accept out of convenience and goodwill and the next message is saying I releasing DHL and sender liability for any loss.

This means DHL can actually lose the goods before delivering and get a way with it. If they offer such options then they must indicate this liability message together with the request even before I decide.

Now I cannot even get any sense out of their whatsapp message system that does not allow me to reverse my decision.

This is like entrapment and is disgusting.....No wonder people are saying DHL stands for "Delivery Halfway Lost"

Trash carrier. Extortion at its best. Duties and customs extra charge from a free trade country. No tariffs with that country. But yet they want $44 to make the delivery. Total Scam!!
Never use this company. They need to sink to bottom.
I will be telling everyone I meet never to use this company