Aubrey Aguilar10 reviewsTotal number of Google reviews Aubrey has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleExceptional Service with a young man that was professional and knowledgeable.
DHL Express Service Point Federal Way
How the Experts Score is calculatedEach factor is scored 0–100 on absolute terms (standing in the category can only raise it), then weighted; problems flagged in review highlights or a recent slide in ratings are subtracted:Satisfaction 64%58+36.8Reliability 28%26+7.3Replies to reviews 8%91+7.5Momentum penalty47−5.3Experts Score= 46Not enough data for value; its weight is shared by the others.Grade C: A = 80+, B = 60–79, C = 40–59, D = 20–39. Needs 10+ reviews.46SCORE
CGradeLetter from the Experts Score: A = 80+, B = 60–79, C = 40–59, D = 20–39, F = under 20.
#19 of 21 courier servicesPosition by Experts Score among all companies we track in this category. · better than 10%
4.6 ★★★★★ 108 Google reviews · 16 photos
89%five-star reviews
4.25★last 12 monthsAverage stars on reviews from the last 12 months only.
15.2%1–2★ in 2 yearsShare of 1–2★ reviews in the last 24 months — or the 20 newest reviews when the company had fewer than 20 in that time.
89%reviews answered by the owner
Oct 2026latest review
DHL Express Service Point Federal Way at a glance
Google reviewers rate this Federal Way shipping location 4.6 out of 5 based on 108 reviews, with the owner responding to 89% of feedback. Positive comments frequently highlight staff helpfulness, clear communication for international shipments, and efficient handling of documents or packages. However, recurring criticisms in lower-rated reviews describe rude or unprofessional counter interactions, while others report unresolved delivery delays and unresponsive customer service regarding lost or delayed parcels.
- Google rating: 4.6 out of 5 from 108 reviews (89% five-star).
- Reviews on this page: 108 Google reviews (97 with written comments, 8 with photos).
- Owner responses: the business replied to 89% of reviews.
- Most recent review: October 24, 2026.
- Service: Courier Service serving Federal Way, Washington.
Data from Google, last updated October 25, 2026.
Score profile vs other courier services
Score per factor (100 = best)Each factor is scored 0–100 on absolute terms (star average, share of 1–2★ reviews, price verdicts…); standing within the category can only raise it, never lower it.. Strongest: replies to reviews and satisfaction; weakest: reliability.
SatisfactionSatisfaction · 54% of the scoreRecency-weighted star average (2-year half-life), shrunk toward the category mean by review volume; the company’s own lifetime average as the prior; absolute: 4.0★ = 0, 5★ = 100.DHL Express Service Point Federal Way: 58/100 on this factor. Category median: 89.C
58
ReliabilityReliability · 24% of the scoreHow rarely jobs go badly: share of 1–2★ reviews — 60% the last 24 months (or the 20 newest if fewer), 40% all-time; 0% = 100, 15%+ = 0; the category percentile can only raise it.DHL Express Service Point Federal Way: 26/100 on this factor. Category median: 82.D
26
Craft & serviceCraft & service · penalty only, up to −10 pointsGoogle review highlights: Quality, Professionalism, Responsiveness, Punctuality — how rarely reviewers flag them as a negative, per review since highlights began; 0% = 100, 5%+ = 0. Subtracted from the score (up to −10), never averaged in — clean highlights are the norm, not a bonus.Not enough reviews for this factor yet. Category median: 100.–
–
ValueValue · 14% of the scoreCustomers’ own price verdicts (Great / Reasonable vs Overpriced) and Value highlights; 65% absolute (all “reasonable” ≈ 80, “great” = 100), the category percentile can only raise it.Not enough reviews for this factor yet. Category median: 100.–
–
MomentumMomentum · penalty only, up to −10 pointsPenalises only a real slide: last-12-month average below lifetime (−0.5★ = 0). Still 4.8★+ over the last year, or steady/improving = 100. Subtracted from the score (up to −10), never averaged in.DHL Express Service Point Federal Way: 47/100 on this factor. Category median: 100.C
47
Replies to reviewsReplies to reviews · 7% of the scoreHow often the owner publicly replies to reviews under 5★ (1–4★). Needs 3+ such reviews, otherwise not counted; 65% absolute (80%+ replied = 100), the category percentile can only raise it.DHL Express Service Point Federal Way: 91/100 on this factor. Category median: 42.A
91
Bar = this company · dark tick = category median.
Star ratings
108 Google reviews we collected
- 5 stars9689%
- 4 stars22%
- 3 stars00%
- 2 stars11%
- 1 star98%
Praise vs complaints
Phrases our text analysis found in 97 written reviews
- Praise12897%
- Complaints43%
Topic share
How often each topic comes up in the written reviews
- Staff & attitude4635%
- Quality & results3123%
- Speed & response1511%
- Would recommend1511%
- Communication1411%
- Price & value75%
- Honesty & trust43%
What customers talk about
We read 97 written reviews and marked every phrase about these topics. The same colors are highlighted in the reviews.
“Exceptional Service with a young man that was professional and knowledgeable.”
“The young female employee working the counter was unprofessional and clearly uninterested.”
“Marcus did a fantastic job helping us with sending our documents”
“Terrible service, you guys stole some of my stuff.”
“…uctions and helping me move through the process and a smooth and time efficient manner.…”
“I will definitely be coming back again and can recommend this business.”
“Ashley was very professional and answered all my questions and concerns to make sure that my documents were going to arrive in the Phillipines on time.”
“The price was very affordable and half of what I thought I was going to pay.”
“I was shipping a package from Washington State to Conakry, Guinea, and I was honestly a little nervous because I had never used DHL before.”
praise complaint · found by our text analysis, Google review wording unchanged.
Recent reviews
M10 reviewsTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · a month ago★
I went there on Tuesday to mail a small box. The lady at the counter had a nasty attitude the minute I walked into the store. She was quick to inform me that they were closing in soon and I needed to hurry up. It would have taken less than 10 mins if she was willing to help without the attitude. I walked out with my…
JulieLocal Guide · 126 reviewsTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 3 months ago★★★★★
Bryn, thank you so much for all of your help and my time of need providing clear instructions and helping me move through the process and a smooth and time efficient manner. I stopped in, needing to urgently ship some documents to Brazil and I’m so happy that Bryn Was here and able to help assist me! DHL has a…
Kees8 reviewsTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 3 months ago★★★★★
The specialist at this office was very helpful (and extremely friendly) in assisting with a large and difficult shipment. I will definitely be coming back again and can recommend this business.
Aklilegiorgis2 reviewsTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 6 months ago★★★★★
Big thanks to Ashley for helping me send my package! She was professional, cooperative, and answered every question I had. I’ll definitely be back.
Nickie2 reviewsTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 8 months ago★★★★★
Bryn is a delight to work with. She’s patient, kind and knows her stuff! An asset to the company.
Ellie2 reviewsTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 10 months ago★★★★★
I had to ship something to another country for the first time a few days ago and was really uninformed on how to do so, the young lady at the counter helped me a lot and was extremely friendly and eased my anxiety. she made the process extremely smooth and pain free! I will definitely be back to ship with this DHL.…
Photos
Customer reviews
4.6 ★★★★★ 108 reviews on Google · rating breakdown
Reviews from Google, shown as published (original wording, unedited).
Jobs customers hired them for — from Google's service tags and the review text
Team members customers mention
M K10 reviewsTotal number of Google reviews M has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleI went there on Tuesday to mail a small box. The lady at the counter had a nasty attitude the minute I walked into the store. She was quick to inform me that they were closing in soon and I needed to hurry up. It would have taken less than 10 mins if she was willing to help without the attitude. I walked out with my package. That's not how you behave and treat others.
Response from the owner · a month ago
I'm sorry to hear about your experience, MK. Please email more details to [email protected] to report this to local Management. Thank you, Ken
Phoenix2 reviewsTotal number of Google reviews Phoenix has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleExcellent service for international shipping
Response from the owner · 4 months ago
Hi Phoenix. Thank you for your fantastic feedback! We’re delighted to hear you had an excellent experience. We look forward to assisting you again in the future! Thanks, Melissa
B WLocal Guide · 62 reviewsTotal number of Google reviews B has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleMarcus did a fantastic job helping us with sending our documents
Response from the owner · 3 months ago
Hello B W. Thank you for sharing your experience! We're delighted to hear that Marcus did a fantastic job helping you send your documents. We'll be sure to pass this along and we hope to see you again soon. Thanks, Melissa
Julie PearsonLocal Guide · 126 reviewsTotal number of Google reviews Julie has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleBryn, thank you so much for all of your help and my time of need providing clear instructions and helping me move through the process and a smooth and time efficient manner. I stopped in, needing to urgently ship some documents to Brazil and I’m so happy that Bryn Was here and able to help assist me! DHL has a special way to them. Unlike other major shipping centers I find the experience is always personalized, straightforward and easy to navigate! I will definitely be coming to this location again with my international document shipping needs!
Response from the owner · 3 months ago
Thank you so much for your kind and thoughtful feedback, Julie! We’re delighted to hear that Bryn was able to support you during such an urgent moment and provide clear guidance to make the process smooth and efficient. We’ll be sure to share your wonderful comments with Bryn. Thank you for choosing DHL, and we look forward to assisting you again in the future!
Kees Beemster Leverenz8 reviewsTotal number of Google reviews Kees has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleThe specialist at this office was very helpful (and extremely friendly) in assisting with a large and difficult shipment. I will definitely be coming back again and can recommend this business.
Response from the owner · 3 months ago
Thanks for the awesome feedback! Come visit us again soon. Thank you, Michelle
Abel Santana4 reviewsTotal number of Google reviews Abel has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleLorenza Is the best at the front desk .great customer service and support.
Response from the owner · 3 months ago
Thanks for the positive review! Lorenza will be acknowledged for great work. We appreciate your visit. Thank you, Michelle
YUSUF DIALLOLocal Guide · 44 reviewsTotal number of Google reviews YUSUF has written across all businesses on Google Maps, not just this one.
Review from Google · view on Google★★★★ 5 Stars This was my first time ever using DHL, and I had a great experience. I came in very close to closing time, but the employee who helped me was incredibly patient, professional, and kind. She took the time to help me measure my package, calculate the shipping options, compare prices, and answer all of my questions without making me feel rushed. I was shipping a package from Washington State to Conakry, Guinea, and I was honestly a little nervous because I had never used DHL before. What gave me a lot of confidence was that she shared that she had experience with shipments going to the same area and helped me locate a DHL pickup point near my wife's location. That information gave me real peace of mind. She went above and beyond, especially considering I arrived at the last minute. Instead of asking me to come back another day, she stayed and made sure everything was done correctly. Shipping internationally is not cheap, but she helped me understand how sizing and weight affect the cost so I could make informed decisions and get the most value from my shipment. The best part is that my wife has already been contacted regarding the package, and everything appears to be moving smoothly—even faster than I expected. Thank you for the excellent customer service. I'll definitely be back because I still have more packages to send. Great experience from start to finish. Highly recommended.
Response from the owner · 4 months ago
Hi, Yusuf. We can’t thank you enough for the 5-star rating! We hope to see you again soon.
Angelito Castillo1 reviewTotal number of Google reviews Angelito has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleGreat service, helped me with sending my package to the Philippines
Response from the owner · 4 months ago
Thank you for taking the time to leave us a 5-star review, Angelito! Hope to see you again soon.
Aklilegiorgis Mekonnen2 reviewsTotal number of Google reviews Aklilegiorgis has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleBig thanks to Ashley for helping me send my package! She was professional, cooperative, and answered every question I had. I’ll definitely be back.
Response from the owner · 6 months ago
On behalf of DHL Express, thank you for taking the time to share the good experience. We will certainly take the appropriate steps to recognize Ashley for a job well done. We appreciate your business and please don't hesitate to let us know if we can be of any other assistance. ^CM
Business details
- Address: 34507 Pacific Hwy S Ste 5, Federal Way, WA 98003
- Phone: (253) 878-5648
- Website: locations.us.express.dhl.com
- Service area: Federal Way, WA