DHL Express ServicePoint

Came here to pick up my package tonight for the first time. The place is a little confusing to find especially at night, you have to drive all the way into the back to find the service centre entrance. (Look for the entrance in the photo when you drive out back!)

Service is meh… the person at the counter wasn’t too friendly, seemed like she didn’t want to be there. Got what I came for & left.

The 2 customer service agents that I visited today helped me so much. They are genuinely the nicest and most professional people I have dealt with in a long time when it comes to shipments.
Thank you to todays staff on 20/09/2023 @3pm.

They are certainly in the running for being the worst courier, ups might actually be better at this point because at least ups can get my packages to me on time 80% of the time. None of my dhl packages arrive on time, I'm still waiting for one that is now 4 days late and it still may not even arrive today by the looks of it.

No communication. Last time my package was there, I was never notified and it was returned without me ever knowing. This time, I want to actually receive my package so I tried paying online. First by making an account on the DHL website, it asked me for my DHL number which was never received to me ever, so I have no idea what it wants from me. The whole reason I’m making an account is I don’t have one, why would I have a DHL account number without an account. I find out I have to pay through another website called DHL MyPay, right when I thought my payment went in and the pain was over, it said both my MasterCard and my Debit payment didn’t process and I couldn’t pay. I tried calling Customer Service to talk to someone and it gave me a text to speech explanation and why I need to pay the fee. I don’t care why, I just want to talk to someone man… so this horrible service has left me no choice, I’m gonna have to make a half an hour trip to the location to try and get my package. Hopefully my Debit actually processes the payment. At every other place, my Debit has worked fine so it’s not a bank problem. I just want my package and I have to absolutely jump through hoops and go on a wild goose chase to get it. The only reason I ordered is because a Blu-Ray company I like had a 50% off sale. I really like the Blu-Ray company, it’s just a shame they ship through DHL. After this, I’m not ordering off the website anymore, I’ll just go to Amazon… by far the worst, most unprofessional shipping company I’ve dealt with. After I get this package, I am avoiding this service like the plague.

Absolutely terrible service. Was told my package was in Ottawa, went to pick it up only to be told it was in Montreal. Told them to hold the package when it arrives the next day for pickup, was assured that they would hold it. Arrive today to pick it up, delivery driver has already left with package, didn't look at his root and notes to leave package at depot before leaving. Drive 40 minutes back home and package is still not here, the driver was already in my area when dispatched phoned him. Half a tank of fuel later, still can't get a straight answer from DHL as to where my package is!
WIL NOT BE USING DHL ANYTIME IN THE FUTURE.

They did not deliver my package on time, and they mentioned that the delivery address was incorrect. Lol, pathetic service. They could have made a call to confirm if they were nearby:/

Worst services, from last 6 days, I am waiting for my parcel. Everyday they say to me that we will deliver it tomorrow, and no one comes on each tommorrow. They give wrong information to customers, yesterday they told me that my parcel is at 215 Slater street. I especially went their to pick up my parcel. But unfortunately after reaching there, they said, there is no parcel for me at this location. I do not want to give even a single star. But there is no option for zero star for them.

First and last time using DHL services.
They should definitely learn something from Amazon (ironically Amazon is not courier service) about delivering and customer service in general.

The information given by the customer service is often wrong and the customs procedures are not good. App.not working properly

Never ship with DHL (unless you hate the person you are sending stuff to). These theives charge $19.21 in processing fees on $14.66 in tax/duty. Already paid the shipper $36.88 to ship it, now DHL wants an extra $33.87 to release the thing. Yeah, $70.75 to ship 2 CDs worth around $115. Absolute joke. This company shouldn't be charging more in processing fees than I even owe Customs.

I don't know how to leave a review for the general corporate office. If you reply with directions, I can move this review.

Service terrible -10. Pas à recommander. Communication 0. Aucun retour d'appel du superviseur tel que promis. Incompétent.

Ok, spending 100$ to send some documents is a little expensive, and the service was mediocre but it's still the fastest way to get our package where we needed it to go.

Jeff T.is one of the most helpful and nicest delivery guys out there! He’s really friendly and has been delivering our packages for years now. He knows us by name and will go above and beyond to help out and to make sure our packages arrive safe and in a timely manner. Thanks Jeff!

Was told a delivery attempt was made but no one was home. WE WERE HOME ALL DAY. Called to complain. Was told guaranteed delivery next day. Wife takes day off. No package. Call again at 4pm told it will be there before 6pm. No package. Call again. Told guaranteed by 9pm. Doubt. Wait until 9pm no package. Try to call again. "We are sorry office is closed" wasted two whole days. Would give zero stars if possible. Still do not have the time sensitive package which is basically wasted now. I would rather give my mail to a basket of unseasoned chicken wings. If you have the choice between using DHL or just throwing your mail into a river choose the river. At least it might actually find its way to someone.

Worst experience ever the lady there was rude and she does not even care about the hardahips the clients are facing

Very unpleasant company to deal with. Ive spoke to 10+ agents in 5 days that are unable to give me a straight or similar answer as to what is going on with my 2 packages.

Duty has been paid on the first and everyone of your agents say it's suppose to be here tomorrow. It's now been days in a row of the same exact response and I still have no package.

On the second package, agents say i haven't paid the duty (when i have proof they took my money), and the others say it's on hold for a totally different reason, but assure me it's going to be delivered the next day.

Its now been a week of that same response and i have neither of my 2 packages.

NO ONE, not even management actually has the ability to give a straight answer or solve an issue properly at DHL / DHL Canada. Even just getting on the phone with a team leader or member of management was a hard task in itself. They refused to put me on, and i was even hung up on.

After speaking with management I'm assured they are looking into the issue and i will receive an email or call back with a resolution and that DOES not happened.

I have every single voice memo attached to my account if anyone wants to know how DHL's "valuable" customers are being treated, it's simply unacceptable in my opinion. This is why I'm choosing to share this experience in the hopes that this does not happen to anyone of you.

This is your clear warning: STAY FAR AWAY FROM DHL.

Agents will do or say anything to get you off of the phone. All they are they for is to take your tracking numbers and read to you what it says. Anything else is out of their hands and beyond their control.

If you contact me to review the calls just listen how many times I'm assured my package will in fact be here. After being promised it was going to be here again today my package is now with a totally different 3rd party shipping service that says it's not coming until "tomorrow" once again.

DHL is a complete waste of time scam and are VERY far from international shipping experts in my opinion.

So they let another company due their deliveries. In my case they handed my package to tforce delivery. When I get an email notification telling me my package was delivered to my front door, within 1 minute I’m outside looking for it. Nowhere. Check neighbour’s house. Nope. So I call. Nice friendly woman tells me yes it was delivered and to prove it she sends an email showing the package in a mailbox. NOT MY MAILBOX. Tells me they’ll look for it. 2 days ago. Haven’t heard from them since. Dreading what December gonna be like with this Mickey Mouse company
Cathleen

They do not deserve even one star, rude customer service, when you ask question they claim that you are taking their time, they can’t give any information and yell. They charged me 22.91 dollars extra for a shipment. Departments do not communicate. And they blame you for their own lack of service. Never trust them don’t give any parcel to them, they are thieves.

My delivery driver Dax went above and beyond to get me what I ordered as I missed him the first two times. Awesome service.

I’m of the opinion that if you are educated and clear you get a better attitude from this awesome front line workers. Good job every time I call customer service

Packages suppose to be delivered between 07: 00 am -08: 00 pm, received 2 parcels in a row after 09: 30 pm. Waited for 2 days 14+ hours for parcels, called customer service about this guaranteed third item would be delivered between 09: 30 am - 04: 30 pm still hasn't arrived and it's 2: 30 pm and parcel is still on hold at the terminal. Called CS and they told me driver doesn't pick up parcels until the afternoon, well than why tell me parcel will arrive between 09: 30 and 04: 30 pm. Presently wasted over 32 hours waiting for a parcels from DHL. I do not have any confidence third item will arrive by 04: 30 pm! They suck!

The girl on the desk was cantankerous! I wouldn't want to see her again. My gosh! And the price of sending the parcel was unnecessarily exorbitant.

They held my shipment and didn't notify me that I have to pay duties and taxes before they deliver. A simple email or phone call could have not wasted my businesses time and my shipment that I need for my stores. This is especially frustrating since covid already took a nice hit out of my business, now this companies negligence held product I needed to restock my stores. All you needed to do was send me a simple email or phone call so I would have known I have to pay duties and taxes before my items are shipped. All other times duties and taxes were paid at the door. This company definitely needs better customer service, and better communication with its customers.

This company cannot accept that they made a mistake, they choose to lie to you to look good. Save your time and chose a better service. This is just ridiculous. Accept you're wrong or don't call yourself a business!
The funniest part is when their "manager" goes on and starts pretending they can't hear.

It took over a month to get a small parcel from the US and it was not even a busy time of year.

If possible, avoid shipping through this company!

We received notification that our package was out for delivery. We were waiting at home to accept the shipment, but the package never came.
We called DHL the next day (their phone line hours are HORRIBLE) and they said that nobody was home to accept the shipment, so we would have to pick it up at their storefront. The agent confirmed on the phone that our package would be available at the front desk for us to pickup the following day.

We go to the storefront, and still are not able to get our package. The employee working charges us the duties on the shipment, but does not have the package at the desk and cannot find it on their system. They don't offer us any assistance at all, they just take our money, say they don't know where it is, and for us to go home. We wasted over an hour and a half driving to and from the store just to not accept our package when their staff promised us it would be here.

I call DHL again, and they say they cannot see that we tried to pick it up, that it is at the desk, etc. I told them that the employee working refused to give it to us, and the agent on the phone didn't even apologize, and just said they would ship it to us again the next day.

Again, we wait at home, we get a text that our package is out for delivery, and again, the package does not arrive! I look online at the end of the day, it says we were not home to accept the delivery.

We have a Ring Video Doorbell, and I'm thinking that it's really strange, because we were home both days and never heard the driver. I review the footage from our Ring, and not only did the driver never come to our door, but they NEVER EVEN DROVE PAST OUR HOUSE!

We've wasted hours of time on the phone and in the office with DHL to NOT EVEN RECEIVE OUR PACKAGE, and the delivery is now almost TWO WEEKS LATE because they keep "trying to deliver it".

I have to call them again on Monday because I still do not have my package, and it's a birthday gift that is now extremely late.

If I could give -100 stars, it still would not reflect just how poor this company is at providing delivery services. Staff interactions have been poor and unhelpful at best. If you are able to, I highly recommend to avoiding using DHL.

This company is the worst service I have ever experienced. Good luck trying to return something to LLBean. Simple tee shirt. After two hours of calling and going through their prompts the line just went dead. I called back 4 times and you just can''t speak to a human being. I gave up and had to use another service or throw the tee shirt in the garbage.

Never use their service they will loose your package, or make you pay fees on top of what you paid for already for express shipping, they will make you do their jobs and make you go pick up your package which they suppose to deliver with the extra fees of DHL AND THE SHIPPING YOU PAID FOR EXPRESS SHIPPING, last time was at home all day but they said they rang the doorbell and knocked and no one was home, I was home all day so l know that they lied, I even asked them what time they were there they just made up a time again which I was at home at that time, the online status said within today but they say tomorrow, I paid already when I got the notification for the extra fees and they say make sure I show my receipt to the delivery guy tomorrow, what! They should have it on their system omg, I chat online with them they just disconnect you when they feel they do not want to put up with anymore questions, last they said they came to my house but there were nonticket in front of the door no notification of any sort, had to drive about an hour to get my package myself omg, turned in me in circle before I can get to the right location to pick up my package which they suppose to deliver, which makes no sense they are the delivery company not the customers, you see them avoid them at all cost please!

DHL makes the difference in the world of courier. Tim makes the difference at DHL Ottawa. Best service ever. Thank you Tim for your kindness, patience and expertise.

Avoid at all costs, not helpful or organized. Level of caring is very low, no real customer service. Certified International Specialist LOL. Who certified them. Just say no.

If I could give no stars I would. TLDR: Package was 2 days late, damaged and 3 hours was spent on the phone

Staff have no communication, got a call that my package had fees owing and that my delivery would have to be completed the next day. I was given 2 option pay over the phone or pay at a pick up location next day. I chose the latter, the woman suggested the Clyde Ave pick up point. I go there no package.

Call the help line turns out Clyde Ave isn't a certified pick up and I can only pay over the phone, and they can deliver TOMORROW, making the package 3 days late and leave it on my doorstep no signature nothing.

Turns out they made an attempt at my home address not Clyde left no ticket, no information and we were left with no other options other than to drive out to the middle of nowhere half way across the city. With no way to file a complaint against any of the staff.

After 3 hours trying to figure out where my package was and an hour drive we managed to pick up the package at the Gladwin location, only to open it and my package was severely damaged.

If i see that a package is coming DHL from the seller I will now actively avoid. Can't believe how DHL is still in business.

Très déçu du service.je paye pour une livraison. Mais je mentionne de ne pas déposer le paquet devant la porte s iĺ n y a personne à la maison. DHL appel à la maison pour dire de venir prendre le paquet à leur bureau d Ottawa car leur livreur n à trouvé personne à la maison. (Menteur) ma conjointe était à la maison pour attendre le colis.en plus ils n ont jamais laissé la petite carte pour dire qu ils sont passés en plus de nous avoir raccroché me téléphone au nez.

Wow, these guys suck. They charge a processing fee on top of any duties owed, and their delivery attempts are pathetic. When you do finally call them to schedule a pickup (because good luck getting it delivered) it takes up to 24 hours to get a text back telling you it's ready to be picked up. So if you need something on a Friday and call them same day you're screwed for the weekend.
Avoid DHL completely if at all possible. They're not worth the headache.

Customer service rep was helpful and answered all my questions well. However, the keyboard for the service computer should be cleaned or they should provide hand sanitizer.

This people have no people skills and all they care is that they get their money you are better of using fed ex is way more reliabla and their service way better

Customer Service staff, especially the girl who helped me, was knowledgeable and excellent at communicating issues regarding packages, I saw this with the previous customer who was infront of me. She kept calm in a situation with heightened emotions. She was excellent!

Delivery service/customer service is garbage. It's absolutely ridiculous. I placed an order on a Tuesday and paid an extra $37 for urgent shipping to receive by Friday but didn't get anything. I needed my item for Saturday and now I don't have anything. I even called the customer service line around 5pm to ask if the item was still coming. The item was suppose to be shipped to a business therefore the address is shared with multiple businesses so I called to let them know the name of the business and confirmed the unit number so it makes it easier for the driver. Guess what. The item never showed up and it was extremely important for me to have it. The extra cost in shipping cost more than the item itself. You really screwed me. I'm never using DHL again. Unreliable and your staff will say anything to get you off the line. I was present at the business working throughout the morning and sat 3 hours in the evening waiting for the item and eventually left at 7: 45pm. You really messed up my entire plans. This is very embarsssing and disappointing. Like I said above, DHL is trash. If you told me that you couldn't make it, I would drive to the facility even after paying $37. It wouldn't matter as long as I got my item. But guess what, they don't call, or update you AT ALL. Now it's Saturday and they're closed. Good job. You got your money (and more for the urgent shipping) while I have nothing. Awesome business if you're main objective is to let me down. 5 star for that.