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 5m
TrustIndex
8.1
Ranking
#3
in Couriers & Delivery
Reply Time
5h 24m
NPS Score
-14
Recommended: Unlikely
Replied to 100% of negative reviews
Reply time on negative reviews: 7h 5m
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 8.1 out of 10 on Hellopeter, based on 654 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 7 hours 5 min. Hellopeter has tracked DHL Express across 4,119 total reviews. How is the TrustIndex calculated? →
Recent reviews (654)
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 Jan 2013
Excellent service and the app to track is a game changer
Excellent service and the app to track is a game changer
1 reviews | Active since Jan 2013
Excellent service and the app to track is a game changer
Excellent service and the app to track is a game changer
1 reviews | Active since Dec 2016
Payment made, but DHL still hasn't confirmed receipt
I'm very disappointed with DHL's handling of shipment ***. It was supposed to be delivered on Monday, but it still has not cleared. We supplied all the requested documentation last Wednesday. We paid the R3,520 duty amount on 28 October by FNB-to-FNB EFT and emailed DHL the proof of payment. DHL acknowledged receiving it and said the funds would be allocated once they reflected, after which the shipment would be submitted to Customs. Yet on 29 October, we received another alert showing the same amount as outstanding. DHL is now checking with Accounts to confirm receipt. I am going to DHL's head office today to get confirmation of the payment and a clear update on Customs clearance. Having to chase this in person, despite submitting the documents and payment proof, has been extremely frustrating.
1 reviews | Active since Dec 2016
Payment made, but DHL still hasn't confirmed receipt
I'm very disappointed with DHL's handling of shipment ***. It was supposed to be delivered on Monday, but it still has not cleared. We supplied all the requested documentation last Wednesday. We paid the R3,520 duty amount on 28 October by FNB-to-FNB EFT and emailed DHL the proof of payment. DHL acknowledged receiving it and said the funds would be allocated once they reflected, after which the shipment would be submitted to Customs. Yet on 29 October, we received another alert showing the same amount as outstanding. DHL is now checking with Accounts to confirm receipt. I am going to DHL's head office today to get confirmation of the payment and a clear update on Customs clearance. Having to chase this in person, despite submitting the documents and payment proof, has been extremely frustrating.
1 reviews | Active since Oct 2026
Business Development Manager
I am very satisfied with Caroline Mgidlana's service. She ensured to keep me updated through phone calls and ***. She also ensured to apply the necessary pressure to customs when the process stalled to keep it moving forward.
1 reviews | Active since Oct 2026
Business Development Manager
I am very satisfied with Caroline Mgidlana's service. She ensured to keep me updated through phone calls and ***. She also ensured to apply the necessary pressure to customs when the process stalled to keep it moving forward.
1 reviews | Active since Oct 2026
Ive shipped in alot items over the years with various couriers and whilst my goods were randomly...
Ive shipped in alot items over the years with various couriers and whilst my goods were randomly selected for futher checks by custom ultimately delaying the deliber of my goods, the lady at DHL was superb and showcased what being client centric is all about. I was updated and kept abreast of daily developments. This lady was professional , friendly and empathetic throught my experience. The goods were finally delivered this morning and guess who called to check whether my shipment arrived in order ? Caroline😆. Please retain such talent in your business, develop her accordingly ane afford her the opportunities to grow within the organisation. 20/10 rating for Caroline.
1 reviews | Active since Oct 2026
Ive shipped in alot items over the years with various couriers and whilst my goods were randomly...
Ive shipped in alot items over the years with various couriers and whilst my goods were randomly selected for futher checks by custom ultimately delaying the deliber of my goods, the lady at DHL was superb and showcased what being client centric is all about. I was updated and kept abreast of daily developments. This lady was professional , friendly and empathetic throught my experience. The goods were finally delivered this morning and guess who called to check whether my shipment arrived in order ? Caroline😆. Please retain such talent in your business, develop her accordingly ane afford her the opportunities to grow within the organisation. 20/10 rating for Caroline.
1 reviews | Active since Oct 2025
Awesome customer service!
Fantastic customer service! Darius Morethe, Nombulelo Nqakwana and Chosen Maseko have been very helpful in redirecting my delivery after the incorrect address was supplied by the sender, with phone calls and *** to ensure personal service! I can't rate the service highly enough!
1 reviews | Active since Oct 2025
Awesome customer service!
Fantastic customer service! Darius Morethe, Nombulelo Nqakwana and Chosen Maseko have been very helpful in redirecting my delivery after the incorrect address was supplied by the sender, with phone calls and *** to ensure personal service! I can't rate the service highly enough!
1 reviews | Active since May 2015
Frustrated by very poor service from DHL Express and lack or urgency
DHL Express Where is my Parcel. I have been waiting for my urgent documents sent on 16/10/2026. It is now 11 days and I am being taken from pillar to post. There is no update on the online tracking . the last update was on 18/10/2026. How is that even possible. Today is 27/10/2026. This is very frustrating. I paid alot of money to get it sent by DHL Express because i thought it would be here latest in 5 days.
1 reviews | Active since May 2015
Frustrated by very poor service from DHL Express and lack or urgency
DHL Express Where is my Parcel. I have been waiting for my urgent documents sent on 16/10/2026. It is now 11 days and I am being taken from pillar to post. There is no update on the online tracking . the last update was on 18/10/2026. How is that even possible. Today is 27/10/2026. This is very frustrating. I paid alot of money to get it sent by DHL Express because i thought it would be here latest in 5 days.