Review Insights · App Store
DHL Express Mobile App
DHL Express · 18,153 ratings · ★ 4.6
4.6
★★★★★
18,153 ratings
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Top complaints - extracted from 75 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"package"
18 negative reviews mention this · 24% of all complaints
★★★★★ "Poor service with poor app. Very poor app. Along with very poor support staff. Unable to place gate code like FedEx or UPS. Package carrier was not professional enough to use the keypad and contact me from the gate. Combine the technology with the bad people they empl…" - Akhtar S Khan
2
"service"
17 negative reviews mention this · 23% of all complaints
★★★★★ "Poor service with poor app. Very poor app. Along with very poor support staff. Unable to place gate code like FedEx or UPS. Package carrier was not professional enough to use the keypad and contact me from the gate. Combine the technology with the bad people they empl…" - Akhtar S Khan
3
"terrible"
11 negative reviews mention this · 15% of all complaints
★★★★★ "Terrible. Seriously, NEVER order from these people. Their chat bot is unhelpful; sending you through a monotonous goose chase right back to where you started. It doesn’t allow edits. I’ve created an account, contacted everyone it lets me contact for …" - linkin johnson
4
"delivery"
11 negative reviews mention this · 15% of all complaints
★★★★★ "Review. I am getting frustrated with this delivery service. I am always receiving delivery attempts failed notifications even though it shouldn’t have failed. It is like the delivery staff don’t actually try to deliver the packages" - Not Happy it's a scam!
5
"work"
10 negative reviews mention this · 13% of all complaints
★★★★★ "Does Not Work. Cannot sign in or reregister" - CoolLocs
6
"number"
9 negative reviews mention this · 12% of all complaints
★★★★★ "Too many type of DHL. A consistent problem with DHL is the plethora of DHL services; express, mail, e-commerce, etc. All use different tracking numbers and formats. This app ought to be able to accept all of them. It does not. There should be one app, one app …" - Cyimri
7
"account"
8 negative reviews mention this · 11% of all complaints
★★★★★ "Terrible. Seriously, NEVER order from these people. Their chat bot is unhelpful; sending you through a monotonous goose chase right back to where you started. It doesn’t allow edits. I’ve created an account, contacted everyone it lets me contact for …" - linkin johnson
8
"useless"
8 negative reviews mention this · 11% of all complaints
★★★★★ "This app is useless. My package is stuck at customs for two weeks. No options to file a claim no option to open a ticket. No option to contact support." - Pauly_M3
9
"tracking"
8 negative reviews mention this · 11% of all complaints
★★★★★ "Too many type of DHL. A consistent problem with DHL is the plethora of DHL services; express, mail, e-commerce, etc. All use different tracking numbers and formats. This app ought to be able to accept all of them. It does not. There should be one app, one app …" - Cyimri
10
"does"
8 negative reviews mention this · 11% of all complaints
★★★★★ "Terrible. Seriously, NEVER order from these people. Their chat bot is unhelpful; sending you through a monotonous goose chase right back to where you started. It doesn’t allow edits. I’ve created an account, contacted everyone it lets me contact for …" - linkin johnson
📋 All 75 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Poor service with poor app
Very poor app. Along with very poor support staff. Unable to place gate code like FedEx or UPS. Package carrier was not professional enough to use the keypad and contact me from the gate.
Combine the technology with the bad people they employ, it should be -5
Combine the technology with the bad people they employ, it should be -5
Terrible
Seriously, NEVER order from these people. Their chat bot is unhelpful; sending you through a monotonous goose chase right back to where you started. It doesn’t allow edits. I’ve created an account, contacted everyone it lets me contact for assistance, and yet I’m still left unable to update BASIC info.
This app is useless
My package is stuck at customs for two weeks. No options to file a claim no option to open a ticket. No option to contact support.
Queja
No ofrecen ningun tipo de ayuda además de decir que han intentado entregar cuando no es verdad, contanto con el telefono de la persona a la que se le envía el paquete.
Its not friendly use
I need to pay a Fee and the app dons’t have any payment metod
Bad deliveries
Extremely bad deliveries, with deliverers not following the instructions and lying for attempted deliveries. App is slow and buggy with sometimes tracked packages disappearing from the menu.
Terrible.
Feels like they have purposely gone out of their way to make it difficult, slow and clunky.
Nightmare with DHL
Operation was horrible, they have no idea where is the package, and what is the next stop even with most expensive service available.
Don’t send anything important with DHL.
Don’t send anything important with DHL.
Terrible
the failure to store
Too many type of DHL
A consistent problem with DHL is the plethora of DHL services; express, mail, e-commerce, etc. All use different tracking numbers and formats. This app ought to be able to accept all of them. It does not. There should be one app, one app to track them all.
شكوى
شحنتي تم وصولها والتخليص الجمركي
وللان ماوصلت لي ودفعت الرسوم ماهذا التأخير في الاستلام ؟؟؟
كل يوم انتظر التوصيل وينتهي اليوم ولم تصل لي
اضع تاريخ آخر وكل يوم على نفس الحاله
يعني لم يعد المشكله من الخارج
المشكله من الداخل وسوء الاداره
الرجاء الاسراع في التوصيل وحل المشكله عاجلا
وللان ماوصلت لي ودفعت الرسوم ماهذا التأخير في الاستلام ؟؟؟
كل يوم انتظر التوصيل وينتهي اليوم ولم تصل لي
اضع تاريخ آخر وكل يوم على نفس الحاله
يعني لم يعد المشكله من الخارج
المشكله من الداخل وسوء الاداره
الرجاء الاسراع في التوصيل وحل المشكله عاجلا
Worthless
Waste of time. Never have been able to track any package shipped by DHL ever!
Review
I am getting frustrated with this delivery service. I am always receiving delivery attempts failed notifications even though it shouldn’t have failed. It is like the delivery staff don’t actually try to deliver the packages
Does Not Work
Cannot sign in or reregister
Lousy service!
DHL used to be a reliable and good service company. Of course Deutsche Post killed that in no time! By now DHL is lousy and unreliable! Two times in a row non delivery based on the excuse that nobody was home when we were here at home! The service point agent explained that this is normal with DHL. We pay for home delivery and have to pick up the package 8 out of 10 times! And the customer service is so hard to reach that it is hopeless to get someone on the phone. AI makes sure nobody replies. Great job Deutsche Post. You as a service provider was useless for decades. This made DHL and other courtier companies successful. Now you took them over and killed their attitude and service in no time. Also a way to get rid of competition……
Worst company ever
Read the title
Horrible, over a month (5 weeks now)
They claim they attempted to deliver. However, I was home when they claimed to have tried. It had snowed, no tracks in the fresh snow. No way to contact a human being at DHL. My bank is sending another card, and now, they sent a message saying I have to choose how to have it delivered, however, I can’t find a way to make that choice. My bank paid to have it delivered it to the home address, not to a pick up point. I cannot find a way to make the follow the purchase agreement and actually deliver it to me.
Response to developer. Don’t you think, that because DHL pushes the use of their app, that they provide customer service contact numbers? As this is an official DHL app?
There ISN’T anyway to contact a human being at DHL.
Five weeks, my bank has made two attempts using DHL.
2nd time they didn’t even bother to try and deliver to the house. I was told out for delivery, spent the entire day at home without any updates.
The next afternoon I received an update it was back at the sorting center, after leaving and arriving at another city an hour a way.
The update said it was ready for me to pick up in THAT city, 1.5 hours one way.
No phone number, no link, just a message for me to fetch it.
It took nine days to get the message it was available.
I spent two days waiting at the house, postponing responsibilities.
DHL’s customer service is non existent but you force us to try and sort it out, forcing a useless circular automated phone number, an ineffectual website that only provides that phone number, and app.
I hope FedEx, who the bank is now going to try, will actually deliver.
I’ve lost days an hours and you waste the resources of my bank, taking away from their work and other customers with your ineptitude and greed.
Response to developer. Don’t you think, that because DHL pushes the use of their app, that they provide customer service contact numbers? As this is an official DHL app?
There ISN’T anyway to contact a human being at DHL.
Five weeks, my bank has made two attempts using DHL.
2nd time they didn’t even bother to try and deliver to the house. I was told out for delivery, spent the entire day at home without any updates.
The next afternoon I received an update it was back at the sorting center, after leaving and arriving at another city an hour a way.
The update said it was ready for me to pick up in THAT city, 1.5 hours one way.
No phone number, no link, just a message for me to fetch it.
It took nine days to get the message it was available.
I spent two days waiting at the house, postponing responsibilities.
DHL’s customer service is non existent but you force us to try and sort it out, forcing a useless circular automated phone number, an ineffectual website that only provides that phone number, and app.
I hope FedEx, who the bank is now going to try, will actually deliver.
I’ve lost days an hours and you waste the resources of my bank, taking away from their work and other customers with your ineptitude and greed.
Login Issues
I signed up for a DHL Express customer account via the Website. Yet the DHL Express app doesn’t recognize my my login credentials! So, I tried to reset my password within the app, but it didn’t work, saying there’s no record of my email! Yet I was able to successfully login and/or reset password in the website without any issues.
Please fix this issue.
Please fix this issue.
Bad service
My package take late more than 10 days from the time must be delivered
I try to connect with them but no reply
Your service is very poor
I try to connect with them but no reply
Your service is very poor
App stinks
Track my shipment in the app all I get is errors, track it on their website it says by the end of the day well its 9pm is that the end of the day or is it going to show up at 11:59pm, maybe the app will track it then
Does not accept tracking number vendor gave me
I downloaded this app to track a package that’s being sent to me by a vendor. Their automated system gave me a DHL e-commerce number. The DHL tracking app does not accept e-commerce tracking numbers. It only tracks numbers that I don’t have access to which makes this tracking app a waste of time. I had been considering using DHL for my business, but if it’s so inconvenient for customers, then it’s not for me.
Bad customer service
No one answer the phone. No one answered the email very bad customer service experience.
App says I am running on Jail broken iPhone
Not cool, DHL. Your app just locked me out on the iPhone. I’m trying to figure out when an important package is going to arrive (and you sandbag your dates so badly they aren’t worthwhile), so I have been checking a fair amount, and suddenly I’m told that you won’t let me use the app anymore because my iPhone looks like it is jailbroken to you app. IT IS NOT!!! Uninstalled and reinstalled it, and it still won’t work. Not cool.
This app sign up
I just try to sing up to this application and experiencing bad vibes, what is that ???
Not the same as DHL in other countries
DHL United States is not the same as the globally recognized brand. In the U.S., DHL is an inferior (1 star rated) shipper characterized by their low quality of service and high failure rate. Just one example is that they’re unaware of newly added addresses and unaware of new addresses being created every day. Their delivery service will simply return a package instead of trying to contact or redelivery (or there is a serious delay/miscommunication between their departments). In short, unreliable. Google for DHL reviews (in the USA) before trusting this opinion.
6 days in clearance wtf
Ordered some Ray-Bans gen 2s, it’s been a fkn week they’ve been in clearance in Ohio, there’s no updates and I’ve already signed up for notifications
Payment
We received a DHL notification to pay for the delivery package, we waited to verify if text messages came from DHL or were scammed, we call international to verify text was true and not fake. AFTER we paid for delivery it was late, DHL send package back to Costa Rica and did not wait for us at least 1 day, the delivery date was scheduled for the 16 of December, today is the 13th
Glitches - terrible app
Attempting to setup the app on my mobile phone. When creating an account they send a confirmation code via text. All good security! However the app does not bring up the keyboard or have any option to enter the code they sent. Their customer service team appears to be out of India which I could accept if the people they hire could speak English without an accent so thick that you could understand them. DHL do better!
The worst courier ever
My shipments are always delayed for a week or more and they are mostly within KSA. Other couriers deliver the second or third day at most. Customer services staff are impolite and treat customers like garbage.
Pésima
Pésima app
Fake Company App!
Seems like it’s a fake company app. The app is functioning weirdly!
新版本越狱不能用，低版本还强制要求更新
新版本越狱不能用，低版本还强制要求更新
أوقات غير دقيقة بالتسليم
عدم التواصل من قبل مندوب التوصيل والتأخير بالتوصيل وعدم التقيد بتحديد موعد التسليم المسجل في الموقع
Slower than regular mail.
I swear if my package sits in the Franklin Park Illinois facility for one more day I am going to lose my cool on these people. It’s been sitting there since at least Thursday. I paid for express. I paid the customs payment and still they did not ship it before the weekend. AND SURPRISE! Unlike every other mail carrier in this country they DONT WORK AT ALL ON THE WEEKENDS. It has almost been a full week for something that should have arrived last week and NOW it looks like it is not moving from the FRANKLIN PARK facility TODAY EITHER. What is wrong with DHL? I’m asking my friend to switch to Fedex or UPS. This is absolutely ridiculous for the amount of fees they charge. They could have sent my package on Friday. Or alerted me of customs duties on thursday and then sent it. I’m a very timely person with paying fees and to have a company not care and just hang on to it makes me very upset. They have lost my business. AT THIS POINT IM PRETTY SURE THEY HAVE LOST MY PACKAGE! They’ve had it at the FRANKLIN PARK FACILITY FOR 5 days now!! Is this fast? NO! FIND SOMEONE ELSE. DHL has run its course and needs to be put out of existence.
Did not follow delivery instructions
Your delivery person can’t even follow basic instructions. We specially stated to bring the package to the apartment and it was dropped at the front gate…very unreliable
Terrible experience
App never showed my packages said that the tracking number doesn’t exist don’t recommend it
update
poor
Useless
Every other delivery service lets you get updates by email or text. But not DHL! You have to download the app…which does not recognize your tracking number. Doesn’t matter if you type or paste it in. It’s not valid. Glad I didn’t sign up for an account first.
Confusing and slow app
Don’t bother. The app will tell you to pick up the package but not where. It will happily and proudly forget your tracking number
Terrible service
These people are totally unresponsive. App is useless.
horrible
don’t even know where my package went. They don’t show you where it is on tracking information just the city. good luck finding out where your package went.
Una estafa
This app is a scam
Website and App Does NOT Work
The app does not work. The keypad function does not appear so it’s impossible to type anything in and make changes to a delivery.
Terrible experience
I have tried to ship my personal computer from London to Spain. The person who sent it to me from London was not informed that it might end up in customs but said said that it would be arriving in two days. About three days later, I received notification that the computer was in customs and that I would have to send copies of passports and travel documents plus £35 to get it out. Yet a couple of days later I got a note that it was now ready to go out and that I should make a payment. No mention was made where I should pay, until I got it get another email. I have now been trying to pay for the Arelle i.e. the import transaction fee, for the last two hours and it is not working. I am simply not able to get to the page where I can make a payment.
It is absolutely the worst service that I’ve ever experienced with someone who supposed to make it efficient to ship things from a to B. I am out of a computer for work for a week and a half now and I would be ashamed if i was offering such a bad service.
It is absolutely the worst service that I’ve ever experienced with someone who supposed to make it efficient to ship things from a to B. I am out of a computer for work for a week and a half now and I would be ashamed if i was offering such a bad service.
Useless
After a long time not using the app, I tried to log in. It rejects my password. I try to recover the password using email, then phone number. The app says they aren’t valid. I try to register, I’m told that I can’t register with that phone number or email address. If it was an appliance, it would be a door stop.
Does not work for tracking updates
Downloaded the app to get tracking updates on an incoming package-there is no option for this even after creating an entire account. You can manually enter the tracking number but it will not show up as an incoming package in the “to me” tab in the app at all.
برمجة سيئة
التطبيق لايقبل اسم مدينتي ولا عنواني للشحن وفي كل مرة تضيع الشحنة ولاتصل مباشرة .. هذا المفروض برنامج شحن عالمي فعدلوا خيارات المدن لتشمل جميع المدن بالمملكة .
Riyadh delivery nightmares
If you have any kind of an issue, you will get absolutely zero assistance or response from “Faye”. In addition, over 50% of the time Dhl does not deliver, they hand off to Starlinks - delays and inconvenience. DHL service in Riyadh used to be great, now it is terrible.
No cumplen con la fecha acordada
No cumplen con la fecha de entrega acordada y su atención al cliente es pésima ya van varias veces que me pasa y eso que pago más para que llegue el pedido antes hice una compra hace 2 días y pagué para que llegara en 2 días y no llegó que hasta el lunes muy mala paquetería
Se Robas los parquets y no responde el seguro
Se Roban los paquete y no responden por el seguro buscan excusas
+ 25 more in the clipboard copy
Sentiment summary
89%
Positive (4-5★)
2%
Neutral (3★)
9%
Negative (1-2★)