DHL Canada: Unacceptable Service and Total Lack of Accountability
If negative stars were possible, DHL Express (Canada) Ltd. would deserve them for the way my shipment and claim were (mis)handled. I paid $304 CAD at a UPS Store in Canada for a DHL Express Worldwide shipment — time-sensitive food supplements for my elderly mother in North Macedonia. Promised delivery: within 3–4 business days. Actual delivery: delayed by over 10 days, with no communication from DHL Macedonia. They only contacted me after I personally intervened through family connections to get the needed customs information.
Despite sending all documents to both DHL and the store on October 20, I was repeatedly bounced between departments, each denying responsibility. DHL Canada blamed customs; DHL Macedonia blamed me. Meanwhile, my mother waited in pain for her shipment, and I was later billed for storage fees caused entirely by DHL’s own delay.
Even after escalation to the CEO’s office, I received generic replies and an attempt to close my case without accountability. I’ve filed formal complaints with the BBB and Competition Bureau of Canada. DHL’s customer service system is dysfunctional, no one takes ownership, and consumers pay the price.
