DHL Reviews 23

This was an extremely disappointing experience with DHL Express in the UAE and US regarding shipment AWB 9511336424 / Ref: 368493355.

Despite multiple attempts to resolve the issue, the shipment sent from Dubai was never attempted for delivery in the United States, and the receiver was repeatedly denied access to retrieve the package. Communication was inconsistent and unhelpful throughout, with no clear ownership of the problem.

DHL representatives involved in this case included Usman Muhammad (Tracing Advisor, Dubai), as well as prior contacts Farina Jatoi and Faizan Javed—none of whom were able to provide a workable solution. Instead, responsibility was shifted to customs brokers and the receiver, while DHL declined both refund and accountability.

The result was a returned shipment to the UAE due to internal handling and coordination failures, yet DHL maintained there was “no service failure,” which is difficult to accept given the lack of delivery attempt and customer support.

Overall, a frustrating and inefficient process with poor communication and zero resolution. Based on this experience, I would strongly reconsider using DHL for time-sensitive or high-value shipments, and consider Fedex as an alternative!

Further to our recent meeting, we had clearly discussed and agreed on the payment process and timeline. However, it appears that the agreed approach has not been followed in this case.

I have already shared the relevant details in my previous email (please refer below). Despite this, the current action does not align with what was mutually discussed.

DHL’s service is consistently exceptional. They are always just a call away, whether the request is urgent or routine, providing both our company and our clients with confidence that deliveries will always be on time.

Special mention to Mr. Pradeep Malla for his outstanding performance. He consistently collect / pick up - beyond expectations and is not only efficient in his role but also exceptionally friendly and polite. DHL is truly fortunate to have such a valuable asset on its team. Thank you for the excellent service you continuously provide to our company. Keep inspiring others with your dedication.

Rude, incompetent, confused and unprofessional! This team probably is selected from a group of the most stupid and igorant human beings available in this country. DHL UAE is the worst ever.

They will put an option to deliver on that date but still they will not deliver it!!!!! What's the sense of having this option if you cannot deliver in that date????? FIX YOUR COMPANY

The worst service DHL provides is in the UAE. There's no credibility or transparency. The customer service staff are incredibly bad, and so is their manager. They're unreliable with deliveries and don't even get back to you. They have absolutely no interest in the customer.

If I can give Negative , I would .

I have never faced such a rude team that will collect the order . Always in a rush and early in the morning he gave a long gir gir .

This is not the professional way I’m having flight today and waiting for DHL deliver 6619228744 they are not allowed to provide driver number and they are like I have to wait until 5 when we are in 2025 time is important can’t be at home all day when in evening I have to be at airport provide me driver number so I can go and collect when they can’t deliver early morning

I feel great by the customer satisfaction and services I received from Mr Hamed in DHL Abu Dhabi mall,he was great and so passionate about his work,I wish I could give him more ⭐⭐⭐⭐⭐⭐⭐⭐⭐ other than 5 .

I am being charged %45 import fees of the shipment value when the package is valued at 1000aed. The law is %10.

Customer service gives a vague explanation, they don't even know what the extra charge is for exactly themselves and was completely useless.

Avoid.

I have been dealing with DHL (B2B) for almost 25 years and have seen the transformation of a customer-centric company to one of the most arrogant and rude companies that a customer would deal with. That has led to pushing customers like us away from almost a few tons of import shipments to almost nothing during the past few years, and DHL themselves have been helping their competitors get most of it instead. It's also the same trend elsewhere dealing with DHL; for import shipments, most of their offices around the world, with their arrogant and non-supportive attitude, cause hardships and trouble, making the process so hard and discouraging customers to consider DHL for their future import shipments. Ease of doing business for customers does not seem to be DHL's focus anymore. I don't know which Einstein is running the company since a few years, but whoever it is has done and will do a fair amount of damage to DHL in the long run. Send him or her to train at Amazon :)

I am writing to express my sincere appreciation for the outstanding service provided by Mr Arc Ramos in Abu Dhabi mall during my recent interaction with DHL. From the moment I reached out, he was incredibly professional, patient, and attentive, ensuring that all my concerns were addressed efficiently.

MrRamos demonstrated a deep understanding of DHL’s processes, providing clear and accurate information while going the extra mile to assist me. Their friendly and positive attitude made the entire experience seamless and stress-free. It is rare to come across such dedicated individuals who truly prioritize customer satisfaction, and I am grateful for the support I received.

If I could give 0 stars, I would. I paid for express 1-day delivery, my package was picked up from my place on Tuesday, and it was supposed to be delivered on Wednesday. It’s now Monday, and still nothing.

Since Thursday, I’ve had to call non-stop just to get an update, and the only response I get is “We’re doing our best.” No. I’m not asking you to “do your best,” I’m asking you to do your job. That’s the bare minimum when someone pays for a service.

And let’s talk about their ridiculous excuses: first, they blame a “day off” (maybe Friday, but not Thursday). Then, Monday at 10 AM, no one answers the phone. Are you all still sleeping at that time? Do you need an alarm to come to work?

Every time I call, they say “We’ll call you back at this time”, then “Actually, at this other time”, and so on. Of course, no one ever calls back.

This company is slow, unprofessional, and completely unreliable. If you need urgent delivery, AVOID THEM AT ALL COSTS.

DHL’s incompetence is truly astounding. Not only did they fail to deliver my package, but they also had the audacity to charge an exorbitant amount for a service they clearly cannot provide. It is both infuriating and deeply disappointing to warn you all that DHL is entirely unreliable. If you enjoy throwing your money away, by all means, use DHL—you’ll pay a ridiculous price, receive nothing in return, and be completely ignored when you attempt to hold them accountable.

Dhl uae or any where they are lier ill submit my parcel 19 November dliver date 22 but until 28 November not dliver they just tell apologies apologies only they nows one word of English apologies

I wish I could give 0 star..

Horrible experience! I have been waiting for an urgent international delivery with DHL, and I get one day a WhatsApp message from a random number (not even DHL labeled), telling me hello we tried to deliver your courier twice and you were not there, can you give us a date. I did not receive a single notification prior to that: no SMS, no call, no email, nothing telling me that I should expect a delivery. Moreover, all delivery companies usually call before delivering or at least when the delivery agent is at the door. DHL seemingly does not do that. So I tell the person that I am available today but please call me when at the door. Then in the afternoon I hear someone ringing at the door, by the time I open the door the person has left!! I check my phone and I find a missed call from DHL company (I can tell from True Caller) , I try calling back but the person does not answer. Horrible experience! Till now I still didn’t get my package that I was supposed to get a week ago. Never ever use DHL

Instructionby customer service was not clear, mentioned the courier will go in 2days time, but shipment was hold for 3 days, no notification no calls no reason. after multiple follow up, different views and different answers in 2 days time called more than 10 times, no one can help. we choose DHL for the service and known as premium service paying 5times cost more than other courier companies and delivering after 7days, Due to non delivery of this document cancellation of registration, appointments, time and costs. Customer service need to improve and should have the record when customer speaks, Customer service is responsible and update the status. Every shipment is not urgent, when we sending on high priority means its high priority CS team should understand this. Waste of time, paying huge cost. end up with blood pressure and health risk.

DHL's handling of my URGENT parcel delivery from Karachi to AbuDhabi was utterly disappointing. Despite paying a premium for a timely delivery, my package did not arrive as promised, causing considerable inconvenience. It took six frustrating calls and 5 hours of waiting to finally receive an update, and I'm still uncertain about the delivery time. This level of service is unacceptable, and DHL needs to address these issues urgently.

I don't advice any expats in UAE to use DHL service by any means they are unprofessional, inexperienced worker they don't respect delivery Time

I am very pleased with excellent service which I received at DHL Service Point in Marina Mall Abu Dhabi. They work in orderly manner and always happy to help with any questions concerning delivery.
Special thanks to Mr George Agbayani who was knowledgable and gave me advice how to pack my items properly so they arrive in perfect condition.