JD
Jean D
1 reviews | Active since Feb 2019
20 Mar 2026, 00:07
Disappointed
Very disappointed with DHL Express.
I paid for express shipping with a guaranteed delivery date of 17 March, and my parcel has now been stuck “on hold” in Singapore for several days with no clear explanation.
I have contacted DHL multiple times and was told there are no customs or documentation issues — meaning this is purely a DHL network delay. Despite this, no one can give me a proper reason or a new delivery timeline.
This is unacceptable for a premium service. If you can’t meet your delivery commitments, don’t market it as Express.
Would not recommend based on this experience.
Helpful (0)
Replies (3)0
Replies (3)
DHL Express's replyOfficial
20 Mar 2026, 11:23 Good day Jean
Thank you for you for forwarding your concerns to us
I sincerely apologise for the delays you have experienced thus far.
Please be assured that we are currently investigating the matter further and will provide you with a detailed response by at 15:20.
Thank you for your patience and understanding.
Customer Care team ZA
DHL International Pty Ltd t/a DHL Express
Waterfall Logistics Precinct
Pretoria Main Road
Waterfall City
Midrand, 2090
Gauteng
South Africa
***
Thank you for you for forwarding your concerns to us
I sincerely apologise for the delays you have experienced thus far.
Please be assured that we are currently investigating the matter further and will provide you with a detailed response by at 15:20.
Thank you for your patience and understanding.
Customer Care team ZA
DHL International Pty Ltd t/a DHL Express
Waterfall Logistics Precinct
Pretoria Main Road
Waterfall City
Midrand, 2090
Gauteng
South Africa
***
DHL Express's reply20 Mar 2026, 11:23
Official
Good day Jean
Thank you for you for forwarding your concerns to us
I sincerely apologise for the delays you have experienced thus far.
Please be assured that we are currently investigating the matter further and will provide you with a detailed response by at 15:20.
Thank you for your patience and understanding.
Customer Care team ZA
DHL International Pty Ltd t/a DHL Express
Waterfall Logistics Precinct
Pretoria Main Road
Waterfall City
Midrand, 2090
Gauteng
South Africa
***
Thank you for you for forwarding your concerns to us
I sincerely apologise for the delays you have experienced thus far.
Please be assured that we are currently investigating the matter further and will provide you with a detailed response by at 15:20.
Thank you for your patience and understanding.
Customer Care team ZA
DHL International Pty Ltd t/a DHL Express
Waterfall Logistics Precinct
Pretoria Main Road
Waterfall City
Midrand, 2090
Gauteng
South Africa
***
JD
Jean D's updateReviewer Update
20 Mar 2026, 17:20Thank you for the response, but this is still not acceptable.
I paid for an Express service with a guaranteed delivery date, and the shipment has now been delayed for several days with no movement and no clear resolution. Being told during you above mentioned feedback that there are “no flight details” and that you are “monitoring the situation” is not a solution — it’s an explanation of the problem.
I understand external factors may affect operations, but that does not change the fact that DHL has failed to meet its delivery commitment while continuing to market this as an Express service.
At this point, I expect:
1. A clear and realistic delivery timeline
2. Confirmation of escalation and prioritisation of this shipment
3. Feedback regarding a service failure claim/refund under the Express guarantee
This level of service does not reflect what customers are paying for.
I paid for an Express service with a guaranteed delivery date, and the shipment has now been delayed for several days with no movement and no clear resolution. Being told during you above mentioned feedback that there are “no flight details” and that you are “monitoring the situation” is not a solution — it’s an explanation of the problem.
I understand external factors may affect operations, but that does not change the fact that DHL has failed to meet its delivery commitment while continuing to market this as an Express service.
At this point, I expect:
1. A clear and realistic delivery timeline
2. Confirmation of escalation and prioritisation of this shipment
3. Feedback regarding a service failure claim/refund under the Express guarantee
This level of service does not reflect what customers are paying for.
JD
Jean D's update20 Mar 2026, 17:20
Reviewer Update
Thank you for the response, but this is still not acceptable.
I paid for an Express service with a guaranteed delivery date, and the shipment has now been delayed for several days with no movement and no clear resolution. Being told during you above mentioned feedback that there are “no flight details” and that you are “monitoring the situation” is not a solution — it’s an explanation of the problem.
I understand external factors may affect operations, but that does not change the fact that DHL has failed to meet its delivery commitment while continuing to market this as an Express service.
At this point, I expect:
1. A clear and realistic delivery timeline
2. Confirmation of escalation and prioritisation of this shipment
3. Feedback regarding a service failure claim/refund under the Express guarantee
This level of service does not reflect what customers are paying for.
I paid for an Express service with a guaranteed delivery date, and the shipment has now been delayed for several days with no movement and no clear resolution. Being told during you above mentioned feedback that there are “no flight details” and that you are “monitoring the situation” is not a solution — it’s an explanation of the problem.
I understand external factors may affect operations, but that does not change the fact that DHL has failed to meet its delivery commitment while continuing to market this as an Express service.
At this point, I expect:
1. A clear and realistic delivery timeline
2. Confirmation of escalation and prioritisation of this shipment
3. Feedback regarding a service failure claim/refund under the Express guarantee
This level of service does not reflect what customers are paying for.
DHL Express's replyOfficial
21 Mar 2026, 09:56 Dear Jean
Thank you for bringing this issue to our attention.
We sincerely apologize for any inconvenience this may have caused. Your case has been assigned to an agent, who will contact you on Monday morning.
Kind Regards, Customer Care Executive ZA | DHL Express ZA | DHL Express DHL International Pty Ltd t/a DHL Express Waterfall Logistics Precinct, Pretoria Main Road, Waterfall City, Midrand, 2090 Gauteng South Africa ***
Thank you for bringing this issue to our attention.
We sincerely apologize for any inconvenience this may have caused. Your case has been assigned to an agent, who will contact you on Monday morning.
Kind Regards, Customer Care Executive ZA | DHL Express ZA | DHL Express DHL International Pty Ltd t/a DHL Express Waterfall Logistics Precinct, Pretoria Main Road, Waterfall City, Midrand, 2090 Gauteng South Africa ***
DHL Express's reply21 Mar 2026, 09:56
Official
Dear Jean
Thank you for bringing this issue to our attention.
We sincerely apologize for any inconvenience this may have caused. Your case has been assigned to an agent, who will contact you on Monday morning.
Kind Regards, Customer Care Executive ZA | DHL Express ZA | DHL Express DHL International Pty Ltd t/a DHL Express Waterfall Logistics Precinct, Pretoria Main Road, Waterfall City, Midrand, 2090 Gauteng South Africa ***
Thank you for bringing this issue to our attention.
We sincerely apologize for any inconvenience this may have caused. Your case has been assigned to an agent, who will contact you on Monday morning.
Kind Regards, Customer Care Executive ZA | DHL Express ZA | DHL Express DHL International Pty Ltd t/a DHL Express Waterfall Logistics Precinct, Pretoria Main Road, Waterfall City, Midrand, 2090 Gauteng South Africa ***