Parcel delivery services face high complaint volumes in Germany

A report from the Reklamation24 portal reveals significant consumer dissatisfaction with parcel delivery services in Germany. Out of nearly 2,800 complaints analyzed regarding the five largest providers—DHL, Hermes, UPS, GLS, and DPD—DHL received the highest volume, accounting for almost half of all reports. Hermes followed with nearly 29 percent, while GLS, DPD, and UPS each accounted for 6 to 9 percent.

Common issues reported by users include failed or incorrect delivery attempts, lost shipments, problems with designated drop-off locations, damaged goods, and difficulties with customer service or damage claims. Geographically, Bavaria recorded a high number of complaints, trailing only North Rhine-Westphalia.

In terms of customer service ratings, Hermes scored highest with three out of ten points, followed by GLS with two points. DHL and UPS both received one point, while DPD received zero points.

Separate consumer grievances highlight the complexities of delivery errors, such as instances where items are sent to outdated addresses. In one case involving Deutsche Telekom and Hermes, a customer was billed for eight receivers despite only receiving four, after the initial shipment was delivered to a previous residence and lost.