I had a very frustrating experience…
I had a very frustrating experience with DHL due to a lack of accommodation for non-German speakers.
An Amazon parcel addressed to me was delivered to a DHL Packstation without clear explanation. I am not registered with DHL and did not receive a pickup code. Only afterward did I learn that accessing a Packstation requires prior registration, a Postnummer, identity verification, and use of the Post & DHL app, none of which was clearly communicated in English.
As a non-German speaker, I found the process extremely confusing. Instructions and notifications were either unclear or available only in German, and there was no warning that I would be unable to collect my parcel without completing multiple prerequisite steps. This resulted in unnecessary stress, wasted time, and the likely return of my package.
Germany is home to many international residents, and DHL is a global logistics company. I really wish DHL accommodated customers in English more clearly, especially for systems like Packstations that are not intuitive and require advance registration.