THE WORST COMPANY EVER.. Terrible Customer service, DHL Customs won't release my package it's on hold and they're now requesting the receiver must hire a shipping representative company to pick it up plus fees, penalties etc. Had to make international phone call because they can't transfer & people on international lines are rude & not helpful. I can't even get a hold of supervisor to get a refund or resolve this matter, I can't even file a claim online for refund as their system is terrible.. Customer Service agents in both U.S. & International are Rude & unprofessional SAVE TIME USE FEDEX..!! DHL is horrible read more

What a joke. There is nothing about either 'customer' or 'service' at this location. Same as other reviews, there is no urgency to open at 10am as posted on their website. When the door is unlocked, the woman does not actually open the door, just unlocks it and walks away. She clearly has no interest in helping customers. Same with her manager. I had a package to pick up for my husband and followed all the directions on the waybill, but those were 'not the right directions for a direct signature'. So, I spent an hour driving there and back without getting my shipment, plus now I have to back again. No wonder DHL is the bottom of the shipper hierarchy. Unpleasant, unhelpful, unprofessional. read more

Had a terrible experience with the DHL office at Kern ave in sunnyvale. So i had a courier containing some edible items sent from abroad. After weeks and weeks of wait, i finally got a call on a Friday saying that my courier was at the Sunnyvale office and i could either wait for the subsequent week for it to be delivered or opt for pickup the same day I opted for pickup. The office closes officially at 8 pm. After work i rushed there at 7:50 pm and saw that it was already closed and locked with no employee there. So i waited till Monday. Monday i took off from work and went back to their office. Waited in line for 20 min only to be told that they had no record of me opting to pick up the package. When asked where my package was they replied that it "may" be with the driver and i should wait till 5 pm or 9 pm. They sent me back without even bothering to check if the package was still there. Sure enough, no delivery. Went back again on Tuesday. A different person was at the counter and this time the package appeared there. When i asked if the package was there all along, the reply was that "sir you have your package now". Well i did but after three round trips to the office of a service that is supposed to deliver the packages. In my opinion, Pretty unacceptable for a courier service to not be able to track a package even when it is at their own location. I suppose they could have lost it. So One star for finally delivering it after multiple weeks. Poor communication, worse tracking and broken systems- what can you expect. read more

They open when they feel like it. It's 10:15, doors locked, and no one is in a hurry to help customers. If only the head office knew how they operated... read more

DHL Express - Locked @ 10:15am - Couriers & Delivery Services Near Me - Sunnyvale, California

My recent experience with the DHL Sunnyvale location was so frustrating that I feel obligated to warn others. On March 5th, 2025, I went to this DHL retail store to send an important shipment to Iran. I paid $200.53, and no one mentioned that DHL cannot deliver shipments to the desired destination. The very next day, the package was returned to me with a slip saying they couldn't ship it. Fine, mistakes happen--but that was just the beginning of a nightmare. When I called DHL customer service on March 7th, they couldn't find any record of my payment and told me to go back to the Sunnyvale store. I drove 20 miles round-trip, only to be told it would take three business days for an automatic refund to be issued. That never happened. Fast forward to today--March 15th--still no refund. When I called DHL again, they told me I needed to personally visit the Sunnyvale store again to dispute the charge because they can't help me. This makes absolutely no sense. I paid at a DHL counter, was issued a DHL receipt, and yet DHL claims they have no responsibility for the refund? What kind of customer service is this? To make things worse: * No supervisor ever called me back as promised. * Their customer service reps all give conflicting information. * No one at the Sunnyvale location seems to know or care about how to resolve the issue. It's unacceptable that a global company like DHL operates with such incompetence, broken processes, and zero accountability for the customer experience. They took my money for a service they knew they couldn't provide and are now making me jump through hoops to get it back. Bottom line: If you value your time, money, and sanity--avoid DHL SUnnyvaleat all costs. Actually, avoid DHL altogether. There are far better and more reliable shipping companies out there. read more

This place honestly sucks ass I've been trying to reach out regarding a package I was supposed to receive and the never pick up the phone so frustrating read more

Okay let me tell you - you're gonna need ample time here because there were very, very long waits. I got here at around 10:10 AM thinking that they were open at 10 AM, only to see a post-it to say that they were open at 10:30 AM. I decided to wait in my car because it was freezing outside, and got back to the front door at 10:30 AM and unfortunately, there are now 3 people in front of me. I did not make it to the counter until about 11:15 AM, which honestly felt like a lifetime outside in the cold. For a seemingly big place with lots of trucks and staff everywhere but the front of the line, it seems odd to only have one person work there one at a time. Despite the super long waits, thankfully when I did get my turn - they were super nice about my situation. I just wanted to return an envelope that was addressed to us, but not to me and they were more than happy to take it back. I was anticipating someone to be super grumpy person, but actually got two very nice people working. Thanks Dean and woman who took my envelope! They probably honestly had a lot going on, so that may be the wait - but just note - if you decide to come, make sure you give yourself at least 2 hours. read more

Been waiting outside to pick up a package for 15 mins. The rep says only one person allowed in the lobby at a time and that he is going to get clocked out and won't be able to help me because they close at 8p and he is currently tending to a large order. What a joke for picking up just one envelop. read more

DHL Express - Couriers & Delivery Services Near Me - Sunnyvale, California

The shipping rates here are about $100 less than FedEx. But the service itself is terrible. They couldn't printout the shipping label and needed the customer to bring the printout of the invoice so that they can process the shipment. Mind you, all the details have been filled online so has been the payment made. We had a digital receipt with a barcode as well. But they couldn't process the shipment with all this. To top it, when they started inspecting the shipment they mentioned various rules and limitations, such as there cannot be more than two battery devices in one package. This wasn't mentioned anywhere on their website. Then, we decided to remove few items to comply with those limitations and repackage the shipment. At that point they said they will still charge the full amount that we prepaid earlier, though 20% of items were removed and the new weight is substantially lower. Finally, we decided enough is enough and decided to not shop with DHL ever. They have also made it very hard to cancel the shipment prepayment. Never again will we use DHL! read more

Terrible in every way. Avoid this company if you can. They are not here to help and they let you know

Packages I've received from them were often late and, in one case, lost altogether. Amazon, UPS, and FedEx have a much higher percentage of delivering packages on time. read more

I wish I could give DHL zero stars. I've had to visit this place more often than I'd like because every time something is supposed to be delivered to my house the tracking shows that it's just sitting in their warehouse for days and days. Customer service says it's due to 'courier workload'....BS!!! DHL, you suck. read more

Shocking in-persona verbal attack by service employee at DHL Express ServicePoint on Kern Avenue. I was waiting outside shivering in the cold for 40 minutes with a ready to drop-off package while the customer ahead inside the small heated office took his time packing his huge microwave shipment, writing his waybill and correcting mistakes on the terminal. When I poked my head in to politely ask if there was a faster way for me and two other women behind to drop off our parcels (usually a procedure followed by UPS, FedEx and USPS) the service guy yelled at me to stay put outside. After 40 minutes I was able to finally enter the drop-off office and walked towards the terminal. The service guy continued his tirade screaming "You don't how to wait in line. This is the real world" and when I tried to speak he threatened me with "You're on a cam recorder and we are recording you". He also swore under his breath several times. I stated over and over "I am your customer. How can you treat me this way?". He replied twice "I don't care. I don't care." I said that I was going to report his anger issues to his manager and he again iterated "I don't care" --- because he knows DHL Kern doesn't care either. I called DHL Kern and filed a complaint and request to discipline their employee. I still havn't heard from the Supervisor. Do not go to DHL Express on Kern Avenue. There is a reason DHL is cheaper than other services. DHL is inefficient and their in-person customer service is the worst in the Bay Area. read more

DHL in Sunnyvale has a SYSTEMIC PROBLEM of customer service. A SYSTEMIC PROBLEM. Average wait time is over 30 minutes, There is only one employee to deal with all customers in front of the building. They don't care about you, the don't know what customers service means, actually they have on idea what a customer is... read more

I haven't had much experience with DHL Express in the past but recently I had an important gift shipped through this company and I couldn't be happier with the experience. Steven - thank you for going above and beyond! I sincerely appreciate you! read more

Learned my lesson. Won't use these guys again. Took almost a month to deliver something that was promised to be delivered in about a week. Poor communication and delays throughout. Mishandling of the local customs paperwork at the destination inspite of us providing all receipts and paperwork multiple times. It has caused us to pay double of what the published customs rate is. read more

Worst place ever, very slow service with a single counter and really long wait times. They do not have a Dropbox for shipment with labels and you still have to wait in line. To top it all off, you have to deal with extremely rude front desk person. They ask for an invoice and for the simplest returns. read more

Amber just helped my ship a package and she was very helpful and friendly. I will be back to this location for all my DHL shipping.

don't even deserve one star lol, says they close at 8, but they closed the door at 7:45 right infront of my face.