

DHL Express
Based on recent customer reviews, DHL Express shows a sharply polarised customer experience. Frontline drivers like Matome, Stix, and Lloyd receive consistent praise for punctuality and friendliness, while named customer care executives such as Sade Eiman and Smanga Zondi resolve escalated complaints well. However, customs clearance delays, opaque billing surcharges, parcels handed to third party RAM couriers, and poor proactive communication on stuck shipments dominate negative feedback.
Replied to 92% of negative reviews
Reply time on negative reviews: 4h 45m
TrustIndex
7.5
Ranking
#2
in Couriers & Delivery
Reply Time
2h 49m
NPS Score
39
Recommended: Likely
Replied to 92% of negative reviews
Reply time on negative reviews: 4h 45m
Jun '25 - May '26
Based on recent customer reviews, DHL Express shows a sharply polarised customer experience. Frontline drivers like Matome, Stix, and Lloyd receive consistent praise for punctuality and friendliness, while named customer care executives such as Sade Eiman and Smanga Zondi resolve escalated complaints well. However, customs clearance delays, opaque billing surcharges, parcels handed to third party RAM couriers, and poor proactive communication on stuck shipments dominate negative feedback.
DHL Express's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Support. Branch staff and named customer care executives like Sade Eiman, Smanga Zondi, Candice, Shamiela Davids and Patience Towane receive strong praise for professionalism and ownership when escalations reach them, though call centre frontline support remains a weak point.
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 2020
DHL is by far the top unreliable delivery service....you get text everyday for notification of delivery but no show and when you call them no solution or whatsoever they will tell you the package is with courier...defeated
1 reviews | Active since Jan 2020
DHL is by far the top unreliable delivery service....you get text everyday for notification of delivery but no show and when you call them no solution or whatsoever they will tell you the package is with courier...defeated
1 reviews | Active since Jan 2020
I am disappointed with the delivery service I received today from the driver, Teboho. He informed me at 17:14 that he was completing his last two deliveries, but it is now 19:08 and there has been no update or communication since then. I have tried calling multiple times, but the calls go straight to voicemail and I cannot reach him. A simple update or honest communication would have been appreciated instead of leaving customers uncertain about their delivery. I hope DHL improves communication and reliability with deliveries in future.
1 reviews | Active since Jan 2020
I am disappointed with the delivery service I received today from the driver, Teboho. He informed me at 17:14 that he was completing his last two deliveries, but it is now 19:08 and there has been no update or communication since then. I have tried calling multiple times, but the calls go straight to voicemail and I cannot reach him. A simple update or honest communication would have been appreciated instead of leaving customers uncertain about their delivery. I hope DHL improves communication and reliability with deliveries in future.
1 reviews | Active since Jan 2020
This courier company was supposed to deliver my Revibe parcel guess what on last delivery day I was told they don't serve my area Right enough why not inform me to make alternative arrangements,they just carry on and offload parcels to another courier company , pathetic service from international courier company ,the deliver date was 30/04/2026 no other courier company gona deliver 07/05/2026 is this not pathetic service at is best
1 reviews | Active since Jan 2020
This courier company was supposed to deliver my Revibe parcel guess what on last delivery day I was told they don't serve my area Right enough why not inform me to make alternative arrangements,they just carry on and offload parcels to another courier company , pathetic service from international courier company ,the deliver date was 30/04/2026 no other courier company gona deliver 07/05/2026 is this not pathetic service at is best
1 reviews | Active since Jan 2020
Placed an order on ebay on the 25th of March for delivery to SA between the 7th and 16th of April. The parcel has been with DHL since the 8th of April. They have requested bank statements and a proof of payments that I immediately sent in. Whenever I contact them for an update, the assigned case officer is either on lunch, in a meeting, training or whatever other reason that prevents me from speaking to her. After numerous follow ups via phone and email, I am still without my delivery. According to DHL, this is a SARS / customs issue that they have no control over, despite me paying the relevant fees in advance. The service has been an absolute **** show from the beginning and I do not see it coming to an end anytime soon.
1 reviews | Active since Jan 2020
Placed an order on ebay on the 25th of March for delivery to SA between the 7th and 16th of April. The parcel has been with DHL since the 8th of April. They have requested bank statements and a proof of payments that I immediately sent in. Whenever I contact them for an update, the assigned case officer is either on lunch, in a meeting, training or whatever other reason that prevents me from speaking to her. After numerous follow ups via phone and email, I am still without my delivery. According to DHL, this is a SARS / customs issue that they have no control over, despite me paying the relevant fees in advance. The service has been an absolute **** show from the beginning and I do not see it coming to an end anytime soon.
1 reviews | Active since Jan 2020
I have a review to write about DHL Express , i have been waiting for my shipment since 15 April , first they gave me runaround in terms of customs clearance and now they do not want to give me my shipment since, they advised that they have sent it to a third party which is RAM but i called RAM and they advised that they do not have the shipment with them. Its been two -three weeks without my delivery and no sign of delivery from both companies. I do not recommend DHL AT ALL
1 reviews | Active since Jan 2020
I have a review to write about DHL Express , i have been waiting for my shipment since 15 April , first they gave me runaround in terms of customs clearance and now they do not want to give me my shipment since, they advised that they have sent it to a third party which is RAM but i called RAM and they advised that they do not have the shipment with them. Its been two -three weeks without my delivery and no sign of delivery from both companies. I do not recommend DHL AT ALL
1 reviews | Active since Jan 2020
Absolutely disgusting service from Dhl express Durban. No refund received for double payment and parcel took over 1 month to be collected. Don’t go there please. poor service from customer service. Disgusting!!!!
1 reviews | Active since Jan 2020
Absolutely disgusting service from Dhl express Durban. No refund received for double payment and parcel took over 1 month to be collected. Don’t go there please. poor service from customer service. Disgusting!!!!
The most common complaint about DHL Express, based on Hellopeter's AI analysis of recent customer reviews, is Delivery Speed & Reliability. Drivers like Matome and Stix deliver punctually and earn high marks, but a significant volume of reviews describe shipments stuck for weeks in customs, missed promised delivery dates, and express service failing to be express, especially when handed to third party RAM.
DHL Express scores 2.4 out of 5 on Hellopeter's AI analysis of service quality in Transportation & Logistics, compared to the Transportation & Logistics industry average of 2. Their strongest theme is Customer Service (3.2); their weakest is Pricing & Billing (2). The top AI-rated Transportation & Logistics business on Hellopeter is Legend Removals South Africa (4.7). How is the AI Score calculated? →
DHL Express has a TrustIndex of 7.5 out of 10 on Hellopeter, based on 859 reviews in the last 12 months. They reply to 92% of negative reviews, typically within 4 hours 45 min. Hellopeter has tracked DHL Express across 4,403 total reviews. How is the TrustIndex calculated? →