Verified: 22 March 2026 07:27 am CET
Industry: Heavy Freight Logistics & B2B Forwarding
Jurisdiction: Germany
Primary Regulator: General Consumer Protection Law & Tort Law
Important Safety Warning: Beware of fake customer service numbers on search engines. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers. Dachser staff will never ask for your account password, or demand you pay a “customs release fee” via a generic payment link sent by SMS.
Level 1: Customer Support (Kundenservice)
- How to complain:
- For Retail Deliveries (Delayed/Damaged Goods): Stop! If you bought a heavy item online and Dachser is delivering it, you must complain directly to the retailer. Dachser only has a legal contract with the sender.
- For Property Damage: If a Dachser driver damaged your property during a delivery (e.g., hit your parked car), contact their corporate headquarters immediately at 0831 / 5916 0 or email info@dachser.com.
- For Private Moves: If you hired their subsidiary, Dachser & Kolb, for a private household relocation, call 0831 / 59206 0.
- Source Verification: Impressum - Dachser
- Availability: The central corporate switchboard operates Monday to Friday during standard business hours (CET).
- Timeline: Standard property damage claims must go through their corporate liability insurance desk and can take several weeks to formally investigate.
Level 2: Formal Written Complaint & Mahnung
- Who to contact: Formally escalate a direct dispute (like a property damage tort claim) by sending a registered letter with return receipt (Einschreiben mit Rückschein) to their legally registered headquarters. Do not send legal notices to a local dispatch branch. Address it to the Management Board, DACHSER SE, Thomas-Dachser-Str. 2, 87439 Kempten, Germany. (Note: If your dispute is regarding a private move, address it to DACHSER & KOLB GmbH & Co. KG at Ignaz-Kiechle-Straße 36, 87437 Kempten). Clearly state your claim, include photo evidence for damage, and set a legally binding 14-day deadline (Mahnung) for payout.
- Source Verification: Impressum - Dachser
- Timeline: The legally binding deadline of 14 days (set via your Mahnung) provides the logistics operator a strict timeframe to resolve the issue before they legally default (in Verzug geraten).
Level 3: Regulatory Authority / ADR
- Authority: Stop! Do not send your complaint to the KBA; they have absolutely no jurisdiction over freight delivery.
- For standard B2B freight or vicarious retailer deliveries, Dachser SE refuses to participate in voluntary consumer arbitration boards like the Universalschlichtungsstelle.
- Exception: If your dispute is specifically about a private household move with Dachser & Kolb, they are legally obligated to participate in the free Schlichtungsstelle Umzug (Arbitration Board for Moving) located in Hattersheim.
- Source Verification: AGB - Dachser & Kolb
- Timeline: You can file a complaint with the Schlichtungsstelle Umzug if Dachser & Kolb officially rejects your claim or fails to respond to your 14-day Mahnung.
Level 4: Legal Action
- Pre-Litigation: Before initiating formal court proceedings, seek case-specific legal assistance from your local Consumer Advice Centre (Verbraucherzentrale) or a tort lawyer to evaluate your property damage claim.
- Source Verification: Verbraucherzentrale
- Court/Arbitration: Because Dachser SE blocks general arbitration, your only legally binding escalation path for property damage is to initiate the judicial dunning process (gerichtliches Mahnverfahren) online to obtain an enforceable payment title against DACHSER SE, or file a civil lawsuit at the local district court (Amtsgericht).
- Source Verification: Gemeinsames Mahnportal der Länder
Community Action: Is an online retailer refusing to refund you after Dachser lost your new garden shed, or did a driver dent your fence and ignore it? Reply below (do not share your passwords, full tracking numbers, or PINs), and our community will point you to the right legal templates!