DHL Express – Two Days, No Collection, No Communication and No Accountability!

Absolutely unacceptable service from DHL Express!

We arranged an EXPRESS collection for Monday, 2 November 2026 (Waybill: ***), using DHL's Express Domestic 9:00 service, with an estimated delivery date of Thursday, 5 November at 09:00.

Despite the collection being arranged in advance, nobody arrived on Monday. The sender had been available since 07:00, waiting for the courier.

On Tuesday morning, 3 November, we followed up with DHL. Still no collection. We followed up AGAIN on Tuesday afternoon, explicitly requesting an update on what was happening and insisting that the parcel be collected.

No update. No explanation. No collection.

At 16:59, I received a missed call, but when I tried to return it, DHL's call centre was already closed. With a public holiday the following day, we are now left without any meaningful feedback or indication of when the collection will actually happen.

What makes this particularly frustrating is that we specifically selected an EXPRESS service because the shipment is time-sensitive! The parcel contains biological research samples, and delays undermine the very purpose of using an express courier service.

How can a company market itself as an express delivery specialist when it cannot even manage a scheduled collection, let alone provide a basic update after multiple follow-ups?

A missed collection is already unacceptable. Having to repeatedly chase DHL for information, only to receive absolutely no feedback, demonstrates a serious failure in customer service and accountability.

I expect DHL to explain why the collection was missed, arrange urgent collection, provide a realistic delivery timeline, and explain how it intends to address the failure to provide the express service requested.

Extremely disappointing. If this is DHL's standard of express service, I certainly cannot recommend it.

An express service is only worthwhile if DHL actually delivers on its promises!