DE
DHL Express
Verified Business
DE
Scores reflect the Overall AI Score for each category
Scores reflect the Overall AI Score for each category
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.
TrustIndex
8.9
Ranking
#3
in Couriers & Delivery
NPS Score
25
Recommended: Likely
Jul '25 - Jun '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
I am writing this out of sheer frustration regarding the complete lack of service and accountability from DHL South Africa. My parcel under Waybill / Tracking Number 2993081711 has been completely stuck in transit.There has been absolutely no clear explanation, no formal notification, and zero communication from your team explaining why this shipment is delayed. The tracking status remains stagnant with no transparency, and I am being left entirely in the dark.I expect a premium courier service to proactively manage logistics and communicate issues, not force paying customers to chase down information. I demand that a senior supervisor from the tracking or customs clearance division investigate the exact status of Waybill 2993081711 immediately and contact me directly with a concrete resolution. I will not accept generic, automated responses.
1 reviews | Active since Jan 2020
I am writing this out of sheer frustration regarding the complete lack of service and accountability from DHL South Africa. My parcel under Waybill / Tracking Number 2993081711 has been completely stuck in transit.There has been absolutely no clear explanation, no formal notification, and zero communication from your team explaining why this shipment is delayed. The tracking status remains stagnant with no transparency, and I am being left entirely in the dark.I expect a premium courier service to proactively manage logistics and communicate issues, not force paying customers to chase down information. I demand that a senior supervisor from the tracking or customs clearance division investigate the exact status of Waybill 2993081711 immediately and contact me directly with a concrete resolution. I will not accept generic, automated responses.
1 reviews | Active since Jan 2020
I am currently receiving the most terrible service from DHL. For a company this big, the level of incompetence is shocking. Delays, poor communication, useless customer support, and zero accountability. I’ve honestly had far better experiences with Chinese delivery companies, they've mastered faster shipping, better tracking, and more reliable service overall. DHL charges premium prices for third-rate service. Absolutely disappointing!!!
1 reviews | Active since Jan 2020
I am currently receiving the most terrible service from DHL. For a company this big, the level of incompetence is shocking. Delays, poor communication, useless customer support, and zero accountability. I’ve honestly had far better experiences with Chinese delivery companies, they've mastered faster shipping, better tracking, and more reliable service overall. DHL charges premium prices for third-rate service. Absolutely disappointing!!!
1 reviews | Active since Jan 2020
Estimated delivery time was yesterday, when I call to find out what the reason is for the “hold” is because DHL does not have the freight invoice despite DHL itself moving the cargo
1 reviews | Active since Jan 2020
1 month later and I still have not received my package even though i call & email every day - now I get an email to say - Notice for Disposal: 2312809715 - K HOLDINGS (PTY) LTD - Consignment arrived 28 days ago
1 reviews | Active since Jan 2020
1 month later and I still have not received my package even though i call & email every day - now I get an email to say - Notice for Disposal: 2312809715 - K HOLDINGS (PTY) LTD - Consignment arrived 28 days ago
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 Couriers & Delivery, compared to the Couriers & Delivery industry average of 2. Their strongest theme is Customer Service (3.2); their weakest is Pricing & Billing (2). The top AI-rated Couriers & Delivery business on Hellopeter is Cape Removals (4.7). How is the AI Score calculated? →
DHL Express has a TrustIndex of 8.9 out of 10 on Hellopeter, based on 841 reviews in the last 12 months. Hellopeter has tracked DHL Express across 3,875 total reviews. How is the TrustIndex calculated? →