Scores reflect the Overall AI Score for each category
Based on recent customer reviews, DHL Express delivers a sharply divided experience. Frontline people are the clear strength, with named service point staff and regular drivers earning specific, repeated praise under Customer Service & Support (3.5). The friction sits in customs clearance and back office administration, where Tracking, Communication & Transparency (2.0) and Pricing, Billing & Refunds (1.4) attract sustained criticism from customers whose shipments stall for weeks.
Top Strengths:
- •Customer Service & Support: Customers name individuals repeatedly. Care executives such as Sade Eiman, Smanga Zondi and Peter Mokwena take ownership of stuck shipments, while counter staff including Elizabeth Small, Candice, Patience Towane and Shamiela Davids are praised for patience and clear explanations.
Replied to 100% of negative reviews
Reply time on negative reviews: 7h 6m
TrustIndex
8.3
Ranking
#4
in Couriers & Delivery
Reply Time
5h 8m
NPS Score
-1
Recommended: Unlikely
Replied to 100% of negative reviews
Reply time on negative reviews: 7h 6m
Nov '25 - Oct '26
Frequently Asked Questions About DHL Express
What do customers say about DHL Express?
Based on recent customer reviews, DHL Express delivers a sharply divided experience. Frontline people are the clear strength, with named service point staff and regular drivers earning specific, repeated praise under Customer Service & Support (3.5). The friction sits in customs clearance and back office administration, where Tracking, Communication & Transparency (2.0) and Pricing, Billing & Refunds (1.4) attract sustained criticism from customers whose shipments stall for weeks.
What is DHL Express's biggest strength?
DHL Express's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Support. Customers name individuals repeatedly. Care executives such as Sade Eiman, Smanga Zondi and Peter Mokwena take ownership of stuck shipments, while counter staff including Elizabeth Small, Candice, Patience Towane and Shamiela Davids are praised for patience and clear explanations.
What are the most common complaints about DHL Express?
The most common complaint about DHL Express, based on Hellopeter's AI analysis of recent customer reviews, is Tracking, Communication & Transparency. A recurring theme is status flipping between Shipment on Hold and Clearance Event without explanation. Customers describe handovers to third party couriers with no notice, automated daily delay notices that never change, and information only arriving after they chase.
How does DHL Express compare to other Couriers & Delivery companies?
DHL Express scores 2.3 out of 5 on Hellopeter's AI analysis of service quality in Couriers & Delivery, compared to the Couriers & Delivery industry average of 1.8. Their strongest theme is Customer Service (3.5); their weakest is Pricing & Billing (1.4). The top AI-rated Couriers & Delivery business on Hellopeter is Madibana SA (4.6). How is the AI Score calculated? →
Is DHL Express trustworthy?
DHL Express has a TrustIndex of 8.3 out of 10 on Hellopeter, based on 693 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 7 hours 6 min. Hellopeter has tracked DHL Express across 4,084 total reviews. How is the TrustIndex calculated? →
Recent reviews (693)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Oct 2026
Excellent service from DHL
Excellent service from DHL! Shipments are handled quickly and efficiently, and the customer service team is always friendly, helpful, and effective. We rely heavily on DHL for the delivery of all our spare parts, making their speed and reliability essential to our operations. Thank you for the consistently great service.
1 reviews | Active since Oct 2026
Excellent service from DHL
Excellent service from DHL! Shipments are handled quickly and efficiently, and the customer service team is always friendly, helpful, and effective. We rely heavily on DHL for the delivery of all our spare parts, making their speed and reliability essential to our operations. Thank you for the consistently great service.
1 reviews | Active since Oct 2026
Customer care executive = Great however Customs = not impressed
Smanga was excellent in assisting me and providing continuous communication and assisting with my parcel being released and delivered. Thank you!! As for customs department and their inspectors - we as long standing customers are HIGHLY disappointed and disgusted in the 2wk delay
1 reviews | Active since Oct 2026
Customer care executive = Great however Customs = not impressed
Smanga was excellent in assisting me and providing continuous communication and assisting with my parcel being released and delivered. Thank you!! As for customs department and their inspectors - we as long standing customers are HIGHLY disappointed and disgusted in the 2wk delay
1 reviews | Active since Oct 2017
Awesome support for international courier and paperwork
Had to courier a parcel overseas for the first time which is a lot of intimidating paperwork and customs processes. Thankfully we had a LOT of help and support from Agela Modiba, who make the whole process a LOT less painful. Absolutely must give a shout out for Angela who really did an awesome job assisting!
1 reviews | Active since Oct 2017
Awesome support for international courier and paperwork
Had to courier a parcel overseas for the first time which is a lot of intimidating paperwork and customs processes. Thankfully we had a LOT of help and support from Agela Modiba, who make the whole process a LOT less painful. Absolutely must give a shout out for Angela who really did an awesome job assisting!
1 reviews | Active since Oct 2026
I was assisted by Siba who was incredibly sweet, friendly, and efficient
I was assisted by Siba who was incredibly sweet, friendly, and efficient. She ensured that I got exactly the information I needed. Thank you for the excellent service!
1 reviews | Active since Oct 2026
I was assisted by Siba who was incredibly sweet, friendly, and efficient
I was assisted by Siba who was incredibly sweet, friendly, and efficient. She ensured that I got exactly the information I needed. Thank you for the excellent service!
1 reviews | Active since Oct 2026
Outstanding Service and Support
I received the most excellent service from Sibabalwe Ngece this past week. She was able to assist me without delay in a very critical time of needing documents couriered. I highly recommend her as your customer care advisor when choosing DHL . She was fantastic at managing my situation and I received my documents way before the allocated delivery time. I would also like to send a big thank you to the Pretoria operations team for assisting in the courier! Absolutely outstanding service and support!
1 reviews | Active since Oct 2026
Outstanding Service and Support
I received the most excellent service from Sibabalwe Ngece this past week. She was able to assist me without delay in a very critical time of needing documents couriered. I highly recommend her as your customer care advisor when choosing DHL . She was fantastic at managing my situation and I received my documents way before the allocated delivery time. I would also like to send a big thank you to the Pretoria operations team for assisting in the courier! Absolutely outstanding service and support!