DHL Express Service Point Van Nuys

Reviews

• TD

  T D

  Feb 26, 2026
  1.0
  I sat at home all day waiting for a delivery just for them to mark that a delivery was attempted and no one was home. They didn't even come down my driveway. The call system is terrible. I have a great experience with every other provider, but every single time it's DHL Express there's a problem.
• MM

  Madya Mirzalieva

  Feb 20, 2026
  5.0
  I had a great experience at DHL thanks to Mitra. She was incredibly friendly, patient, and professional while helping me send my package. She explained the options clearly, made the process quick and stress-free, and double-checked everything to make sure it would arrive safely. Thank you, Mitra!!!
• GN

  george nasralla

  Feb 18, 2026
  5.0
  Great service and she’s really helpful. Thank you so much. Mitra she convinced me to do her company instead of another company
• IO

  Ike O

  Feb 6, 2026
  5.0
  I had a wonderful experience with Celi at the Vannuys office. She saw me standing in line. Quickly she asked if I’ve been help to which I responded “no”. She immediately proceeded to help me. Her tone was welcoming, she was very polite and had excellent customer service. Kudos to her 👏🏾👏🏾
• VC

  Virgin Citrus

  Feb 2, 2026
  1.0
  I visited a DHL location today to drop off a package for shipment. The delivery had already been paid for online, and the package was properly packed prior to my arrival. When I entered, I was assisted by a staff member named Adriana. From the beginning, she did not offer a proper greeting and was cold and standoffish in her demeanor. While I do not expect exceptional treatment, I do expect basic courtesy and respect as a paying customer. She asked what was inside the package, and I informed her that it contained documents, a book, and bandanas. She then stated that she needed to open the package for inspection, doing so in a manner that felt accusatory and made me uncomfortable. As she removed the contents, she rudely stated, “These aren’t just documents.” I calmly explained again that I had mentioned a book and bandanas. She then responded sharply, pointing out that there were also two pens inside, which I had unintentionally failed to mention. She informed me that because the shipment had been labeled as “documents,” I would need to pay for an entirely new service and that I would need to handle the refund on my own. As this was my first time completing a shipment through DHL’s website—which is not particularly user-friendly—I explained that if I had made an error, I was open to correcting it. I asked how we could resolve the issue, but she only repeated that I would have to pay extra for a new label and figure out the refund myself. When I asked for a customer service phone number, she told me to “go online.” At this point, I was already stressed—not only because my personal items had been removed and handled carelessly, but also because of the unprofessional way I was being spoken to. I stepped aside to call the recipient of the package. After finishing my call, I returned to the counter and was assisted by another DHL employee who was kind, professional, and genuinely helpful. He took the time to explain my options and attempted to assist me with canceling the shipment label. During this time, Adriana was assisting an elderly couple at a nearby counter but repeatedly stopped helping them to interject into our conversation, insisting that I would have to pay again if the label was redone. When the employee indicated that he might be able to help cancel the shipment in-store, Adriana overruled him and stated that I would have to call customer service instead. I could also hear her telling him that he should not assist me with a refund and that I must handle it myself, while still charging me for a new shipment. I want to be clear that I do not have an issue paying for the correct service if necessary; however, the way Adriana handled this situation was inappropriate, unprofessional, and disrespectful. I remained calm throughout the interaction despite becoming increasingly frustrated, as my only goal was to resolve the issue. There is no reason a customer cannot be educated about a mistake respectfully and offered a helpful solution. I strongly request that this matter be investigated. Adriana’s behavior does not reflect the level of customer service I expect from DHL. The incident occurred at approximately 3:40 PM on 02/02/26.