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
8.2
Ranking
#5
in Couriers & Delivery
Reply Time
5h 16m
NPS Score
-8
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 8.2 out of 10 on Hellopeter, based on 674 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 4,107 total reviews. How is the TrustIndex calculated? →
Recent reviews (674)
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 Jun 2017
Kholofelo Maenetja from DHL - excellent service
I would like to applaud Kholofelo Maenetja (DHL ZA) for her exceptional telephone manner and excellent service. When one is under pressure to get a photo sample parcel, needed urgently for a photo shoot, receiving this high level of service from one of DHL customer service agents makes all the difference! It eases the stress and takes the pressure away! Thank you Tiego!! I appreciate your assistance very much!
1 reviews | Active since Jun 2017
Kholofelo Maenetja from DHL - excellent service
I would like to applaud Kholofelo Maenetja (DHL ZA) for her exceptional telephone manner and excellent service. When one is under pressure to get a photo sample parcel, needed urgently for a photo shoot, receiving this high level of service from one of DHL customer service agents makes all the difference! It eases the stress and takes the pressure away! Thank you Tiego!! I appreciate your assistance very much!
1 reviews | Active since Oct 2026
I super happy with their feedback, always updating me with what is going to happen next and even ...
I super happy with their feedback, always updating me with what is going to happen next and even told me i should call them if i want to ask further queries. Darius is the best
1 reviews | Active since Oct 2026
I super happy with their feedback, always updating me with what is going to happen next and even ...
I super happy with their feedback, always updating me with what is going to happen next and even told me i should call them if i want to ask further queries. Darius is the best
1 reviews | Active since Jun 2022
DO NOT USE DHL EVER
Worst customer service ever received from any carrier. Its been 21 days since my package should have been delivered and I am still encountering delays even after I agreed to pay the customs fees, I am not able to due to gross, gross, gross incompetence. I advise everyone NEVER USE THIS CARRIER. they are grossly ***********
1 reviews | Active since Jun 2022
DO NOT USE DHL EVER
Worst customer service ever received from any carrier. Its been 21 days since my package should have been delivered and I am still encountering delays even after I agreed to pay the customs fees, I am not able to due to gross, gross, gross incompetence. I advise everyone NEVER USE THIS CARRIER. they are grossly ***********
1 reviews | Active since Feb 2014
I received very good service from Siba today
I received very good service from Siba today. We booked a package for pick up and it was successfully picked up. But then for some or other reason a second driver from DHL pitched at our house the next day for the package. And my houseworker just saw my daughter's Superbalist package on a table and gave that to the driver. I had to frantically call the DHL call centre for help to get the wrong package back. Siba was helpful and also phoned me back to confirm that the driver will return the package which he did. Huge relief!
1 reviews | Active since Feb 2014
I received very good service from Siba today
I received very good service from Siba today. We booked a package for pick up and it was successfully picked up. But then for some or other reason a second driver from DHL pitched at our house the next day for the package. And my houseworker just saw my daughter's Superbalist package on a table and gave that to the driver. I had to frantically call the DHL call centre for help to get the wrong package back. Siba was helpful and also phoned me back to confirm that the driver will return the package which he did. Huge relief!
1 reviews | Active since Dec 2025
Matome Thank you very much Matome for a reliable courier service
Matome Thank you very much Matome for a reliable courier service.
1 reviews | Active since Dec 2025
Matome Thank you very much Matome for a reliable courier service
Matome Thank you very much Matome for a reliable courier service.