Do NOT use DHL!

I used DHL Express to send a package from Vienna to Saigon and have experienced nothing but problems and broken promises.

The website indicated I could drop off at Austrian Post offices, DHL service points (i.e. mybox locations) and DHL stores, but the Austrian post office refused the package and sending it with a mybox didn't seem feasible. Going to only one of two DHL store locations was too far. So, I called DHL, and - I was happy at first - they offered to arrange pickup instead.

Then, the issues started. I had a hunch that I should write DHL and did so a day after the pickup. They said that the courier picked it up (which I knew - duh!), but after that first scan - nothing. The package vanished into thin air.

This issue has been going on for 11 days now, and while the package should have arrived on November 6, I still remain without any updates - and seemingly nobody knows where the package is. After multiple contacts (6+) where DHL repeatedly promised updates that never came, and with management escalation being completely ignored, there is still NO solution.

It also made me remember the time in 2020 when DHL lost my passport at the Swiss border on the way from Austria to Switzerland, and kept pushing the responsibility to the Swiss authorities.

In a nutshell, I paid premium prices for express delivery that was supposed to arrive within 3 business days. It never arrived and nobody knows where it is after 11 days. The result: unreliable tracking, confusing instructions, and customer service that makes promises they don't keep.

At premium prices, I expected premium service. What I got was worse than standard mail. Will definitely NOT use DHL ever again unless there is really no other option.

P.S. It also turned out that the delivery person didn't even request the right documents when picking up the package.

DHL's response to my Google Maps review? "Please email us" - and just adding the email I've anyway already been using!

Just check DHL's Facebook page, and you know immediately that the company does NOT care about feedback OR take any customer issues seriously.