We have unfortunately just had another issue with DHL Sofia, Bulgaria due their breach of contract in failing to deliver important documents to their own advertised schedule. To be honest complaining and trying to get explanations, (well believable ones anyway) proved impossible although the local manager did eventually admit that they had stuffed up. He even went so far to say that they had made mistakes and errors.

Admitting they had stuffed up did not however fix the problem as the documents they managed to misplace caused the cancellation of important business meetings, missed flights, additional rebooking cost, overnight hotel stays that were not planned etc etc. Guess what - DHL did not offer to cover any of these costs that they had caused.

My advice NEVER use DHL they live up to their acronym "Don' Hurry, Loose it". The Bulgarian and Vienna offices are staffed by incompetents and should be avoided at all costs.

Recommend using any of the other service providers in this part of the world.

I never use DHL unless it is the only option, as with Dell - I really wish they would change providers. Besides the fact that DHL's customer service is lacking, such as an obvious absence of care, and a rude demeanor, their actual delivery people are ridiculously lazy. We have the same delivery driver at my apartment building for all DHL deliveries. That being the case, you would think he would understand the intercom system that is used to get to any of the apartments. Yet every time I have a DHL delivery, I look up the tracking number to see that the driver claimed that "Consignee premises closed. Will attempt again next business day." I was here, all day, just like every other time they claim I am not here. When calling customer service to explain, yet again, that I should not have to call to cause a stink every time I have a DHL delivery, I was informed that I should "put the driver on the spot and ask him why he cannot figure out how to deliver to me." Way to throw off any responsibility there.

I HATE DHL.

I was really very unhappy and upset with the kind of service DHL is providing to there customer. I will make sure that i will not use services from DHL again in my life, becoz of this Experience and i will Let my friends and relatives know about the my experience advice them not to use DHL service.

Their service is not really a professional service. My parents had shipped the shipment 15 days before and still i didn't receive the shipment even though it has been arrived in USA , they write a false notes that no one at home when they came to deliver the package which is not right my wife is at home all the time, even they didn't put any written notes when they came to deliver the package.
When ever i call them they say its going to deliver today but they don't deliver it, from last three days i am getting this message.

Is this ONE should expect from guys when paying for the service?

I send some important time sensitive document to overseas on July 5th. DHL representative assured me they are going to be there by July 9th. On July 9th, I received a call that the documents did not arrive. I checked on-line and it seemed that the document were delayed in the clearance center. I called DHL and I asked the rep. about the delay and why they gave a promise that they can not keep.The rep said that the customs delay is out of their had. I replied that since it is their business, they know about the delays and how long it will last, so they should warn the customers and they should not give the promise that they can not keep. The representative was adamant and he told me that they deliver it within three days and any delay in transit is not calculated to the time frame.

I requested the documents to be returned since pass the time was useless and I had to find some other way to get these documents to my sister. The rep. told me that they can not return the document to me via express service. It has to be ground. I could not believe that I spend $52.00 for express service, overseas delivery and not only I did not receive it, DHL could not deliver back my document via express mail.

This company is fraud and I will never use them. At work, we used DHL at one point and we had so many problems that we changed it to UPS. Whoever has founded DHL, need to read these messages and get in touch with reality. Consumers like me are the innocent bystandard and sometimes they need time sensitive documents to be delivered and if the company can not deliver, it needs to close its door. The company is so greedy that it could not deliver back my document in time to me. They said it takes as much as 21 days for me to get back the document and the envelop needed to be returned from OHIO to Houston. I hope and wish DHL go out of business.

Companies like DHL will go down. Look what happened with ENRON. They got greedy. The same fait is waiting for DHL. The final point is the company is fraud and a sham...

I have previously posted a complaint for DHL Latvia. It is now somewhat resolved, I believe in their opinion; but, I am extremely disappointed in their response. They did admit that there were some manual, system and online shortcomings in their Latvia office. But they completely failed to address the bad attitude and poor communication skills displayed during the resolution of the problem. It appears that simply refunding my money was good enough for them. Here is a summary of my final response to a representative of their management in Germany. A lot of people including myself have issues with DHL's lack of customer service. Simply perform a Google search and read the many posts.

If you believe we are being unfair to DHL, try searching for complaints against FED EX and I believe you will find many fewer complaints as compared with DHL. It was refreshing to receive DHL Latvia's Mr. Nordberg message admitting that there were some shortcomings in the manual and online system processes in Latvia... But, the attached letter from your associate Ms Signe Spandega, appears to completely ignore and does not address any of the human issues and bad attitude displayed by the Latvian DHL and the greater DHL staff.

Perhaps her not addressing these issues is an oversight? I can only assume and hope that she will send me a second letter on these issues. Lack of accepting responsibility for the bad attitude displayed by DHL, reinforces in my mind that DHL basically has no concern over a client's feeling and interests. Also, the issue with the customer care person in Brussels was not discussed. There is an old saying " where there is smoke, there may be a fire underneath"...

I believe all these complaints are an indication of a more serious problem and it would be a shame for DHL shareholders to ignore them! I point out several websites with information about listening to the customer and how valuable the information might be: http://www.inc.com/magazine/20060701/column-rodsky.html.

Last weekend, I had the pleasure to spend the day with the Chairman of the Board of a major USA Computer company. He shared with me his personal experiences with the importance of listening and speaking frankly with the customer. Some of this thoughts with you as well:

http://www.siliconvalleywatcher.com/mt/archives/2005/08/using_the_human_1.php

http://www.domaininformer.com/news/press/060614Champ.html

http://icannwiki.org/Champ_Mitchell

In my opinion, DHL has an opportunity to make a valued improvement in it's customer service and image. I trust you will not let this opportunity slip you by. With adverting costs so very high these days, the loss of a single client is worth a lot of money, won't you agree?

Regretfully now a lost client,

Mike Johnson, General Manager,
Patricia Tourist Office, Riga Latvia
...your friend in the Baltics!