Usually great service here, but my last visit was met with a sign on the door saying systems were down and therefore no parcels could be sent or collected. There were no staff on hand either.
Services is poor and staff are rude and not professional. They kept delaying an express delivery and their drivers never came around. Had to go to the depot to get my package myself. It’s a shitty service
Absolutely deplorable service and it is a disgrace to the DHL brand. If I had the option I would give them no star but as it is the best I can do is a one star. One would expect the staff to own up to their mistake and the operations manager (Joshua Switalski) to step in and counsel his staff and then approach the customer in a professional way to troubleshoot the issue. So here's this carton that both the manufacturer and the retailer told me weighs 50 kg and 62 cm all around in width, height and length. I get a quote from the DHL website to ship it overseas and it comes to approximately £627. It was on a pallet the bottom part of which was removed and only on the 4 corners were four longitudinal pieces of wood left. Later in the evening got a message that the shipment is on hold. The following morning, get an email that the shipment weight and dimensions have been revised and I have to pay another whopping £754 for a total shipping price of £1381. Clearly mistakes do happen but one has to accept them, learn from them, satisfy and accommodate the customer and move on from there. What I found very disturbing was that one advisor on the helpline told me that DHL only calculates the weight of the parcel and its dimensions but not the weight or dimensions of the pallet that it's on. Later on I heard otherwise. That's not the issue, rather it is inconsistency in the information that is disseminated to the customers leaving people disillusioned at worst, and confused at best. Then I called up and sent an email requesting them to remove all the pallet pieces because this is my package and I know that it is double boxed with foam all around so it is going to be safe. I was astounded when I was told that it is not entirely my decision or prerogative because DHL has a responsibility to it's customers it can override the customer's request if it deems necessary. Really? It is astonishing that in 21st-century Britain, a paying customer can be told that their own instructions about their property can simply be overridden ‘for safety’ without their consent. That is not customer service — that is authoritarianism. A white sticker from the manufacturer is on the carton showing a weight of 47 kg. The shipper told me he was easily able to lift it. So later I was told that the package has been re-weighed and the dimensions revised. So then I was told the weight is 53 kg and the dimensions are 67 cm, 75 cm and 69 cm. I feed these numbers on DHL express website to get a quote and that comes out to £898.83. I have posed this question to the operations manager as to how come this is the quotation on the website and I was being asked to pay another £754 on top of the £627 that I had already paid to bring the total to £1381. Will wait and see what he says. Doesn't sound like a man worthy of his position. One would have hoped that this operations manager would've stepped in sooner rather than make me suffer at the hands of this fellow Pete Hollands. Clearly they've made a mistake and rather than making an attempt to solve it they doubled down and tried to cover it up. Absolutely disgraceful. Take a look at the photos I have attached.
I paid extra to use DHL expecting a premium delivery service, but my recent experience has been frustrating. On Thursday, they were supposed to deliver my parcel, but they didn’t even bother knocking – I was home all day waiting. Then on Friday, I was due another delivery, but DHL admitted they didn’t even put it on the van. Now I’m told I won’t get it until Monday. For the price I paid, I expected professionalism, efficiency, and care. Instead, I’ve had delays, poor communication, and wasted time. DHL needs to take more responsibility for meeting their delivery commitments.
Deceitful! Waited for a delivery. Got an email to say it's nearly there. Viewed it on the tracker and they were 52 stops away. Viewed a few minutes later and it changed to 55 stops away. We were sat in the living room waiting. Then we got an email to say they attempted delivery and we didn't answer. Absolutely untrue. Really would prefer to use a delivery company with more integrity in future.
Delivery driver Dean is just amazing. Thank you for your outstanding service. Love Karen x
Absolutely shocking,, left delivery note advising leave round side of not home. Delivery driver did not deliver, had no slip to advise have been, had to drive to Newport to collect myself. To top it off got charged £11 on phone bill contacting 0844.. Customer service very cockey,, terrible service, tamping.. Will never buy a product ever again if they use DHL. Hope they go into liquidation.
Slowest service around. Passive aggressive messages not to price the bell more than once even after waiting 20 minutes without being acknowledged. Over an hour and half total to collect one package
An absolutely delightful team. Helpful, beyond belief. I couldn’t recommend the Newport customer team highly enough.
Big thanks to the lovely assistant at the reception desk who helped me sort my labels for a return item. Marie was excellent
DHL Express Newport is located at Unit 3, Tregwilym Industrial Estate, Tregwilym Rd, Rogerstone, Newport NP10 9DQ, UK
You can contact DHL Express Newport at +44 844 248 0844
You can find directions to DHL Express Newport by following this map link