[Resolved]  Dhl India — incompetence, negligence and fraud at DHL India

After working with DHL India for our inbound and outbound international shipments for two years now, we have switched our forwarder and I can only warn you to stay away from DHL in India.

While I never had issues with DHL in Europe (I am from Germany), their indian subsidiary puts shame on DHL's good name. If they would just put their money not into fancy advertisement but into responsible management and education of their staff, they could maybe make it work. But instead of caring about their quality of service, they seem complacent with ever new nice color brochures being mailed to their customer base.

The worst experience of all was a shipment of semiconductors we brought into India with DHL. Although they had somehow managed several imports before and customs had all our registration paperwork in place, that time it took a rediculous four (4) weeks for the shipment to arrive and a lot of hassle with totally incompetent DHL agents.

The shipment was dead on arrival. The parts were highly moisture sensitive and therefore factory sealed with big warning stickers on the package not to open the inner vacuum sealed layer or at least re-seal it right away. The shipment arrived opened and unsealed, rendering its content useless. We rejected the delivery, took proof of the damage and made a claim because the shipment (value of a few lakhs) was insured.

We heard nothing for weeks. Round about 20 emails and phone calls later, hearing nothing but empty promises, almost three months have passed and DHL keeps pointing at TATA AIG for not processing the claim. However, the shipment was insured with DHL and we have no clue why TATA should play any role here. DHL sells insurances but when it comes to a case (any ours is really obvious, as even DHL admits), they sneak out and blame it on some other company.

Communication with DHL is hopeless, noone seems responsible and the case keeps shifting around. We will now sue DHL not just for the insured amount, but also our legal cost and issue a complaint for fraud, as they do not seem in any way prepared to pay out insurance although they are actively promoting and selling these insurances. A business which is not prepared or willing to deliver on their contractual duties is a fraud and deserves prosecution in the interest of the unsuspecting customer.

Avoid DHL India whenever you can!
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Aug 14, 2020
Complaint marked as Resolved 
Complaint comments 


Ref : DHL AWB No. [protected] (Thru' DHL Chennai)

Kindly send the courier Bill of Entry against the above AWB No. at the earliest.

Matter most URGENT.


Manager - Purchase

TRIVANDRUM - 695 003
Tel #[protected]
Ref : DHL AWB No. [protected] (Thru' DHL New Delhi)

Kindly send the courier Bill of Entry against the above AWB No. at the earliest.

Matter most URGENT.

Rajkumar Singh
Accounts Dept.
Real Impact
A-2/23, Ground Floor
Safdarjung Enclave
New Delhi-110029
Mob. [protected]
I would like to add my experience here too.In this particular incident DHL is not the lone villain. Rather it is outsmarted in certain aspects by an online selling site called called Both have no accountability. Once you have made the payment you are all on your own. I had ordered a WD TV Live from on 2nd December 2009 to be sent as a gift to my brother's address. This was the first mistake. They had misled me into doing this by claiming that goods below 10, 000 can be imported duty free by sending as a gift. Otherwise I would have only been happier to pay the duty in the first place. I was assured of the item to be delivered on 16th of December.
Other than the notification mail, I haven't received any communication regarding the consignment for tracking purposes. Then on 15th December I get a call from Chennai DHL Office asking for an authorization to clear the consignment on my behalf.But all this while kept silent. Now after I sent the required details I was told it was cleared from the Chennai Customs Department. I was happy for sometime thinking that the worst is over. But only when I received another call from Cochin DHL did I realize that this was just the beginning. But I have to agree that the Cochin DHL service has set a great precedent here. They have even gone beyond in customer services. These people kept feeding me with the wrong information and made me send the authorization letter in all sorts of permutations and combinations until they got satisfied with the pattern. Once that was over, they started speculating about the availability of the Approving authority. Some days they would say the Officer is on leave. Some other day when I call, they will say the Officer is on leave today but you could have got it done on the earlier day. If this was not enough, they even stopped picking my calls and even if they did I was put on hold for an eternity. Whatsoever I was not called back for a single time with updates.I have made around 30 calls to them without leading to any progress. I could have as well brought the item from Cochin with this money!!I was even told that if I go in person to Cochin they can expedite the process. Then what is the need for setting up their services in Cochin? They even started giving reasons for the apparent delay. That is they doubt that this item has been under valued for the purpose of evading duty. Also I am being asked why should I sent an electronic item as a gift as if it were their business to interfere in my decisions. All this while I was trying to contact thinking that these people will offer some sort of help by establishing the true value of the item and convincing that it is perfectly legal to send it as a gift.
DHL in India has to come a long way if they are serious about keeping up their reputation in Indian market.
I have decided not to use DHL services in the future until they give a suitable explanation for the horrible experience.
Dear Sir,
Please following Air Bill No.[protected]. Bill Of Entry Hard Copy Not recived.Please Forward Original Copy.

Thanking You

For Vinates Industries

Rajesh Shukla

Request For Common OF Bill OF Entry Vide HAWB No. :- [protected] Dt. 14.04.11 Del. on 28.04.11 But till date we have not rec. any copy of the same.

Can any o[censored]r executive show the courtsey to bear with us for the same & resolve the issue.

Clearpack Group
I am extremely sorry to inform you that the consignment of 7 Boxes as per your tracking No [protected], (DHL- Kottayam) has not left India on 1 st September 2012, even after 13 days . The packets were collected form me with current dated intercity cheque on 17 th August 2012.

If this is the service you are offering, please do not send your executives and cancas business. If this is the type of Service you are offering, Indian Postal Department is much much better in
Service that DHL

I hope somebody will give me an explanation and give me the compensation for the loss of damage and reputation incurred to me in this business.

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