Based on recent customer reviews, DHL Express delivers a sharply polarised experience. Frontline drivers like Matome, Stix, and Candice receive overwhelming praise for friendliness, punctuality, and professionalism. However, customs clearance delays, handoffs to third-party couriers like RAM, and unresponsive back-office support generate significant frustration. The gap between last-mile delivery excellence and international shipment handling is the defining tension in DHL Express's customer experience.
Top Strengths:
- •Customer Service & Support: Named drivers and branch staff receive consistent, passionate praise for friendliness, professionalism, and willingness to go the extra mile. Customers frequently single out individuals by name as reasons they remain loyal to DHL.
Replied to 92% of negative reviews
Typically takes less than 4 hours 43 min to reply
TrustIndex
8.0
Score
Ranking
#2
in Transportation & Logistics
Avg Reply
0.0
Hours
NPS Score
37
Recommended: Likely
Replied to 92% of negative reviews
Typically takes less than 4 hours 43 min to reply
May '25 - Apr '26
Recent reviews (818)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencePopular mentions
1 reviews | Active since Jan 2020
Unreliable service from DHL express
I’m extremely disappointed with the service from DHL Express. I ordered a phone from China with the expectation that it would arrive on Tuesday as promised, but it still hasn’t been delivered and there’s been little to no clear communication about the delay. This has been incredibly frustrating, I trusted DHL Express to handle my shipment reliably, but instead I’ve been left waiting with no proper updates or accountability. I regret choosing DHL Express for this delivery. Their service has been far from “express" and this experience has seriously damaged my trust in their company. I would not recommend them based on this experience.
1 reviews | Active since Jan 2020
Unreliable service from DHL express
I’m extremely disappointed with the service from DHL Express. I ordered a phone from China with the expectation that it would arrive on Tuesday as promised, but it still hasn’t been delivered and there’s been little to no clear communication about the delay. This has been incredibly frustrating, I trusted DHL Express to handle my shipment reliably, but instead I’ve been left waiting with no proper updates or accountability. I regret choosing DHL Express for this delivery. Their service has been far from “express" and this experience has seriously damaged my trust in their company. I would not recommend them based on this experience.
1 reviews | Active since Jan 2020
This reminds me of Cast Away and the FedEx parcels, maybe I'll get my package in a few years
You indicated that from the 19th of Feb it would take 8 to 15 working day for delivery of my parcel. It basically took 19 working days and still I can’t collect. On your system it shows that my parcel is ready for collection. When clicking “here” it throws an error message. So, I can't track the parcel and also have no idea how to collect the parcel because you did not provide me a tracking number but rather a shipment ID. The post office, where I should be collecting the parcel picks up nothing on their system about any parcel. It’s been more than 3 months since shipment. This is completely unacceptable. The fact that the parcel is also not reflecting on the post office system is also problematic.
1 reviews | Active since Jan 2020
This reminds me of Cast Away and the FedEx parcels, maybe I'll get my package in a few years
You indicated that from the 19th of Feb it would take 8 to 15 working day for delivery of my parcel. It basically took 19 working days and still I can’t collect. On your system it shows that my parcel is ready for collection. When clicking “here” it throws an error message. So, I can't track the parcel and also have no idea how to collect the parcel because you did not provide me a tracking number but rather a shipment ID. The post office, where I should be collecting the parcel picks up nothing on their system about any parcel. It’s been more than 3 months since shipment. This is completely unacceptable. The fact that the parcel is also not reflecting on the post office system is also problematic.
1 reviews | Active since Jan 2020
1 Week Late, Undisclosed 3rd Parties, and Appalling Customer Service
I paid R1005 to send a highly time-sensitive envelope from South Africa to Freeport, Bahamas. I was given a strict delivery date of 11 March 2026. That was the ONLY date communicated to me, and I trusted DHL to deliver. Instead, this delay has caused me irrevocable damage. When the 11th came and went with no delivery, I called DHL, only to be nonchalantly told that they use an undisclosed third party to move packages from Nassau to Freeport, so they "can't tell me when it will be there." At no point was I informed of or did I consent to a third party handling my sensitive documents. If you cannot fulfill a delivery through your own network, you must disclose that upfront! The receiver in Freeport has physically gone to the DHL office twice since the 11th. On his last visit, he was promised the package would be delivered to his house the absolute second it arrived. Tracking shows it finally arrived at the Freeport DHL on Monday (16 March). Today is Wednesday, it is STILL not delivered, and the system now shows an ETA of the 19th. When I called customer care to demand answers, I was met with an arrogant, "it is the way it is" attitude. You do not charge a premium, promise a specific date, miss it by over a week, and then shrug off the client. This is absolutely unacceptable. I want this package delivered TODAY, and I expect a call from an escalation manager with a full explanation as to why this catastrophic failure and breach of trust occurred.
1 reviews | Active since Jan 2020
1 Week Late, Undisclosed 3rd Parties, and Appalling Customer Service
I paid R1005 to send a highly time-sensitive envelope from South Africa to Freeport, Bahamas. I was given a strict delivery date of 11 March 2026. That was the ONLY date communicated to me, and I trusted DHL to deliver. Instead, this delay has caused me irrevocable damage. When the 11th came and went with no delivery, I called DHL, only to be nonchalantly told that they use an undisclosed third party to move packages from Nassau to Freeport, so they "can't tell me when it will be there." At no point was I informed of or did I consent to a third party handling my sensitive documents. If you cannot fulfill a delivery through your own network, you must disclose that upfront! The receiver in Freeport has physically gone to the DHL office twice since the 11th. On his last visit, he was promised the package would be delivered to his house the absolute second it arrived. Tracking shows it finally arrived at the Freeport DHL on Monday (16 March). Today is Wednesday, it is STILL not delivered, and the system now shows an ETA of the 19th. When I called customer care to demand answers, I was met with an arrogant, "it is the way it is" attitude. You do not charge a premium, promise a specific date, miss it by over a week, and then shrug off the client. This is absolutely unacceptable. I want this package delivered TODAY, and I expect a call from an escalation manager with a full explanation as to why this catastrophic failure and breach of trust occurred.
1 reviews | Active since Jan 2020
DHL Experience - Buyer Beware...!
DHL is probably the worst courier service I have had the misfortune to encounter thus far in my life. A parcel of around 1kg I ordered from the USA took 13 days to cross the Atlantic Ocean to RSA, and it has now been sitting with DHL South Africa for another 15 days. It takes them longer to courier it from Johannesburg to Cape Town than from the USA to RSA. This is the tracking number if anyone is interested in verifying the tracking: GM545334116006987426 Good show, DHL - no wonder the Stormers are struggling...
1 reviews | Active since Jan 2020
DHL Experience - Buyer Beware...!
DHL is probably the worst courier service I have had the misfortune to encounter thus far in my life. A parcel of around 1kg I ordered from the USA took 13 days to cross the Atlantic Ocean to RSA, and it has now been sitting with DHL South Africa for another 15 days. It takes them longer to courier it from Johannesburg to Cape Town than from the USA to RSA. This is the tracking number if anyone is interested in verifying the tracking: GM545334116006987426 Good show, DHL - no wonder the Stormers are struggling...
1 reviews | Active since Jan 2020
I received exception...
I received exceptional service from Smanga Zondi, I want to say thank you for your efforts in ensuring that I am updated, you are a star, please keep on shinning the through DHL and Client Service Industry, Regards Karabo Mapatsi
1 reviews | Active since Jan 2020
I received exception...
I received exceptional service from Smanga Zondi, I want to say thank you for your efforts in ensuring that I am updated, you are a star, please keep on shinning the through DHL and Client Service Industry, Regards Karabo Mapatsi
1 reviews | Active since Jan 2020
Ind
I am writing to formally lodge a complaint regarding my shipment that was collected from me on 3 March 2026 for return to the supplier Revibe a company that is somewhat in Dubai. The item in question is a mobile phone that I purchased from . The phone was delivered to me on 26 February 2026, however it was defective and I was instructed to return it. DHL collected the parcel from me on 3 March 2026. Since then, the tracking status has repeatedly shown that the shipment is "on hold" in Brussels, Belgium. The expected delivery date was 11 March 2026, yet there has been no progress or clear explanation regarding the delay. I am extremely concerned about this situation. It is unacceptable for a shipment to be held for such an extended period without proper communication or a clear indication of what the issue is. Despite contacting both DHL and the supplier, I have not received any meaningful update regarding the status of my parcel. I would therefore like DHL to urgently investigate this matter and provide me with the following information:• The exact reason why the shipment is on hold• What actions are being taken to resolve the issue• When the shipment will be released and delivered This situation is causing me significant stress as the item is of high value. I kindly request that this matter be treated with urgency and that I receive a clear update as soon as possible
1 reviews | Active since Jan 2020
Ind
I am writing to formally lodge a complaint regarding my shipment that was collected from me on 3 March 2026 for return to the supplier Revibe a company that is somewhat in Dubai. The item in question is a mobile phone that I purchased from . The phone was delivered to me on 26 February 2026, however it was defective and I was instructed to return it. DHL collected the parcel from me on 3 March 2026. Since then, the tracking status has repeatedly shown that the shipment is "on hold" in Brussels, Belgium. The expected delivery date was 11 March 2026, yet there has been no progress or clear explanation regarding the delay. I am extremely concerned about this situation. It is unacceptable for a shipment to be held for such an extended period without proper communication or a clear indication of what the issue is. Despite contacting both DHL and the supplier, I have not received any meaningful update regarding the status of my parcel. I would therefore like DHL to urgently investigate this matter and provide me with the following information:• The exact reason why the shipment is on hold• What actions are being taken to resolve the issue• When the shipment will be released and delivered This situation is causing me significant stress as the item is of high value. I kindly request that this matter be treated with urgency and that I receive a clear update as soon as possible