Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/28/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used kickstarted to fund item from Fosi Audio and then sent too Aci Logistix for shipping and I was to receive my package near 31 of march of last month and it's been 3 weeks plus and not receive it and then I ordered something from XVX channel through Shop app too use it as experiment to see if I could get this item faster, but it was sent Aci Logistix as well and this item is stuck too, I tried to contacting them and nothing and tried **** and nothing too apparently I even contact the seller too. both items were supposed to be departed from *** facility in ******************************************************** and **** awaits the item but its 3 weeks plus and this is business days I look up the address that I provided, and this place was apparently permanently closed on ****** so I don't know what to do or believe. this company has reputation of losing packages and not helping their customers.

  Business Response

  Date: 04/29/2025

  On behalf of *** let me please apologize for this regrettable delay.  I can also confirm the address provided for our ATL hub is not accurate (I am uncertain why this was considered by Mr **** as our facility but it is not), this is not our ATL hub address (we moved to a newer, larger facility in 2024).

   

  In researching the tracking detail I can both his parcels departed our facility on April 7th and were brought to the ***************** in *********, ***  I do not see any further updates once arrived at ****. Normally we see **** tracking details and movement. 

   

  We will initiate a search with ****.  In the meantime, I have included my contact information below and will gladly assist Mr **** with obtaining a Lost or Delayed Declaration form to assist with either refund or reship efforts, pending the merchants policies on delays.

   

  Regards,

   

  **** *******

  *************************************************************

  ACI Consumer Experience Center

  Customer Answer

  Date: 04/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:04/22/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order placed on April 11 on *****. My parcel has been out for delivery since 8 a.m. on April 21st 2025. No delivery was ever made and no response was ever given by *** or *****.

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a package off ***** recently on April 12th that was around 40 dollars. I received a tracking number for my package and it says the carrier delivering it was ACI Logistix in ********, **********. My package said it was delivered on April 18th around 2:30pm. I checked my package room, mailbox and even asked my neighbors if they accidentally took my package. I have still yet to find it. I found it odd because the proof of delivery had a photo that doesnt look like my front steps or even my neighbors. I drove down the street and around the block and nobodys front porch looked like that. So I sent a message to both ***** and ACI Logistix and only got a response from *****. This carrier has yet to contact me. I checked their website and they have no email or phone address. However, they do have a ****** page where you can look at reviews. EVERY REVIEW IS NEGATIVE. They have over 200+ reviews and have an average 1 star rating. And everyone has the same complaint that I do. They delivered it to the wrong address, the carrier stole their package, they took a photo of a random house with the package sitting there and then took it back etc. Im starting to realize this company is a scam. They seem to be doing fake deliveries and stealing packages or mysteriously losing them- as others have commented. I havent gotten any response from them. Ive never even heard of this company before I usually get my packages from ***, ***** or **** when I order out of the country. This is my first time having ACI Logistix ship my package and theyve done a horrible job. I dont even want to order anything anymore because Im worried about losing money by having my package stolen or not delivered by this company. Unfortunately thats my only choice because I cant choose which carrier I want to use, the merchant does. This company needs to be punished with the amount of complaints it gets.

  Business Response

  Date: 04/28/2025

  Let me first assure Ms ******* we do not steal parcels and ACI is not a scam.  We deliver well over 2 million parcels per week across the ** and while our on-time delivery rate is over 99.5% there are certainly instances of mis-deliveries.  I can see from Ms ********* tracking number a delivery confirmation event with photo POD and GPS coordinates of the driver at the time of delivery.  However, Ms ******* states she did not receive her parcel and the photo POD is not her residence.  For this we are truly sorry.  We do have a process for handling mis-deliveries and can provide Ms ******* a Lost Parcel Declaration form that is typically required for securing a refund or reship, pending the merchant's policies.

   

  I have included my contact information below and will personally see to issuing this statement or other forms of documentation needed to assist in this process.

   

  Best regards,

   

  **** *******

  *************************************************************

  ACI Consumer Experience Center

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23226816
  
  I am rejecting this response because:

  This response is a complete joke. After several attempts to contact anyone on your actual website to fix this issue I got a message many days later from ******* stating that she looked at my tracking number and said that my package has been deemed lost due to the incorrect address. Your message eludes to the *** coordinates being correct and that the driver did the correct thing, which they evidently did not. Why am I getting two different responses? Its not hard to delivery packages and based on all the reviews on many other websites of your company, they are overwhelmingly negative. Its not just me. People have had their packages stolen from your delivery drivers. People have also said that they never get their packages and your company constantly loses them, which is similar to my experience. You guys need a serious revamp of training for your workers and how you operate a business. Fix your website and get a customer service team and better drivers who arent constantly s******* things up. This is a big issue that not a small group of people deal with. Theres plenty of unhappy customers and you guys have a bad reputation. Ill talk to my merchant who will be of better help with this situation. 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 04/30/2025

  I do not have anything more to add.  As indicated in the original response there is a process by which we can issue a Lost Parcel Declaration Form to Ms ******** I even offered to handle this personally. While I do not know the policies of the merchant for issuing refunds or reships, often times a LPD form from the carrier assists in this process.  We will absolutely assist.

   

  Again, we are very sorry did not resultant in a successful delivery.

   

  Regards,

   

  **** *******

  *************************************************************

  ACI Consumer Experience Center

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23226816
  
  I am rejecting this response because:
  
  I dont need your companys help anymore since I contacted my merchant and they issued me a refund. Why did it take me having to submit a BBB complaint for me to even find your personal email address and for you to offer help? Nowhere on your website is there any phone number or email. Your social media disabled its comments so nobody can contact anyone. The only way to contact your company is by using the poorly implemented chatbot on your website. Which gets you nowhere. If youre lucky, by continuously sending the chat bot messages, you may get an email from an agent offering assistance. My agent, *******, told me my package was deemed lost and then told me to contact the merchant I purchased from because theres nothing else your company can do. However after submitting a BBB complaint, youre telling me it was delivered following the correct GPS coordinates and youre sorry I didnt receive it. Your lost parcel declaration form will serve no purpose to me now. I wont ever have to deal with your company again. Im thankful for that.
  
  **** *******

• Initial Complaint

  Date:04/17/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered items from ******* and am expecting two packages. They were to be delivered yesterday - April 16, 2025. In the tracking information provided by *******, ****** is listed as the last mile tracking carrier. One of the packages is listed as an "Unsuccessful Attempt" The other is the bigger problem. This package was listed as delivered when I track it through the ACI Logistix page. They have a photo of the package on my front porch. The problem is that I have a ring camera. The camera footage shows the delivery driver taking a photo of the package at my front door and then turning back and taking the package ******* ACI Logistix lists my package as delivered, but I have video evidence that the driver took it. There is no way to reach this company on the phone and it is not entirely clear if they actually handle the delivery or if it is done by a third party carrier. I have no idea what company the delivery driver was from because they came in an unmarked white van. I have submitted multiple service requests from the ACI logistix website and just receive an automated email with my complaint typed in it. As far as I can tell, no human has reviewed this information. It seems like this company purposely makes it very difficult to follow up on an issue forcing me to go back to the retailer to sort out the undelivered packages.

  Business Response

  Date: 04/18/2025

  Let me first say we take incidents of theft extremely seriously.  I have already personally reached out to Ms **** and will handle this situation personally.  In her region we partner with ******** for local delivery.  Our respective LP teams will meet on this, identify the driver, and take necessary actions.  

   

  On behalf of ACI Logistix let me first sincerely apologize for this experience - this is not what we endeavor to achieve for our clients or their consumers.  We review every consumer interaction and believe each is an opportunity to learn and improve.  Every encounter is logged,ticketed, categorized, and reviewed by our ************************** whether the engagement is with our AI powered chat functions or with live CEC teammates. 
  
  I also want to ensure Ms **** that we continue to invest heavily in improving the consumer experience: adding staff, around the clock coverage,and constantly seeking opportunities to improve supporting technology.  From the time of this complaint to now many improvements have already been implemented.  A situation like this should be handled swiftly and with due seriousness.

   

  Regards,

   

  **** *******

  ACI **************************

   

  Customer Answer

  Date: 04/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:04/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  4/11/2025 pkg was just stolen. why didnt the carrier deliver pkg upstairs to my door? pkg was left downstairs for anyone to take.the front door isn't locked. left sign downstairs but they didnt follow instructions. refund for Order GSU11X111005X6P and order GSU11X111005XX0 total $32.47

  Business Response

  Date: 04/15/2025

  Hello and thank you for the opportunity to respond to this complaint.  Unfortunately the tracking numbers provided by Ms **** are not valid ACI tracking numbers so I am unable to assist with this particular situation. Could they be for another delivery company?  The leading "GSU" in the tracking numbers provided could be for another carrier.

   

  I can add however that in every case we respect our driver's determination of safety - both for his/her personal safety and for the safety of the parcel.  I can also see from Ms ****** address this is a New York apartment building.  

   

  I'd be happy to research her parcel if I had the correct tracking number (and if a valid ACI tracking number).

   

  Best regards,

   

  **** *******

  *************************************************************

  ACI Consumer Experience Center

• Initial Complaint

  Date:04/09/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  had to file a police report to try and find my package. the security camera footage shows the delivery guy drop it off at the wrong part of my campus, take a picture to prove delivery, and then put it back in his van, where he proceeded to dump it in another random part of my college campus. this package was full of sewing supplies i needed for a final project, and i am currently in danger of not graduating on time because of this companys negligence. they shouldnt even be allowed to operate, this is absolutely terrible business practice.

  Business Response

  Date: 04/11/2025

  On behalf of ACI Logistix let me first sincerely apologize for this experience - this is not what we endeavor to achieve for our clients or their consumers.  We review every consumer interaction and believe each is an opportunity to learn and improve.  Every encounter is logged,ticketed, categorized, and reviewed by our ************************** whether the engagement is with our AI powered chat functions or with live CEC teammates. 
  
  I also want to ensure Mr *** that we continue to invest heavily in improving the consumer experience: adding staff, around the clock coverage, and constantly seeking opportunities to improve supporting technology.  From the time of this complaint to now many improvements have already been implemented.
  
  There is no tracking number in this complaint; unfortunately I cannot research this parcel and report on status.

   

  I have included my contact information below and ask Mr *** contact me personally.  I want to help resolve this situation as best I can.  We take allegations of theft very seriously and will cooperate fully with law enforcement as appropriate.  Judging by Mr ***** address, we partner with ******** for local delivery and will include them in the law enforcement proceedings as well as engage their security team.  

   

  
  Very best regards,
  
  **** *******

  *************************************************************
  ACI **************************

• Initial Complaint

  Date:04/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This was the company that was to be used to ship my products from a vendor I purchased over ****** from. Come to find out they use door dash to help deliver there packages I was arriving home when I seen a man in my driveway with no identification and I asked him what he was doing he said deliveries.. I said I will take it I am the home owner. He refused to give it to me and said he had to take a picture of the package . I said ok it goes right there . He drove up my lane and back down and never delivered the package ! Have a picture of the license plate out of state and a picture of the man. I called the police and a report was filed . For weeks now I have gotten nowhere with this shipping company as they say the product was delivered they provide a picture and address the address just says Glenville pa and the picture is of a brick building . My house is vinyl ! All they keep saying is its not our problem! Police report of stolen package from the delivery guy Police report number PA ***********

  Business Response

  Date: 04/11/2025

  On behalf of ACI Logistix let me first sincerely apologize for this experience -this is not what we endeavor to achieve for our clients or their consumers.  We review every consumer interaction and believe each is an opportunity to learn and improve.  Every encounter is logged, ticketed,categorized, and reviewed by our ************************** whether the engagement is with Atlas (our GenAI, fully interactive assistant) or with live CEC teammates. 

   

  All this information is now shared with ******** and we will cooperate fully with any investigation and/or claim. We have also confirmed with ******** this driver no longer delivers on behalf of *** and have provided the police case details to them.  I have included my contact information below and will personally assist with this investigation as well as ensure Ms. ***** has the necessary information with which to obtain either a refund or item reship. This a terrible experience and we take full responsibility.

   

  Regards,

   

  **** *******

  *************************************************************

  ACI **************************

   

   

• Initial Complaint

  Date:04/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March ******* Order placed w Ipsy My package has been out for delivery since March 14, 2025. I have reached out to ASI over 10 times, and keep getting the same computerized message everytime. There are no humans that are willing to help you with any information for your package. They have not claimed that my package is lost. The message u get back thru email says its from *** its not a human. Ive attached the messages. Its extremely frustrating, this is my money, I paid for this package over a month ago.

  Business Response

  Date: 04/10/2025

  On behalf of ACI Logistix let me first sincerely apologize for this experience - this is not what we endeavor to achieve for our clients or their consumers.  We review every consumer interaction and believe each is an opportunity to learn and improve.  Every encounter is logged,ticketed, categorized, and reviewed by our ************************** whether the engagement is with Atlas (our GenAI, fully interactive assistant) or with live CEC teammates. 
  
  I also want to ensure Ms ****** that we continue to invest heavily in improving the consumer experience: adding staff, around the clock coverage, and constantly seeking opportunities to improve supporting technology.. and that *** is a real human being.  From the time of this complaint to now many improvements have already been implemented.

   

  Ms ******' parcel does not show delivery confirmation either via driver scan or with a picture proof of delivery. After this much time a failed delivery attempt would have either been returned to the merchant or redirected to *****************. This level of delay is an indication of a lost parcel.  We have a process for mis-delivered and lost parcels and I am happy to personally assist Ms ****** with a lost parcel declaration form.  I have included my contact information below.

   

  Best regards,

   

  **** *******

  *************************************************************

  ACI **************************

• Initial Complaint

  Date:04/07/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Package was said to have multiple attempted deliveries. I have cameras on all doors so this is not true. I got a generic email as a reply. I do not feel this is a reputable company. If you go on Reddit you see multiple complaints from people saying the exact same thing.

  Business Response

  Date: 04/08/2025

  On behalf of ACI Logistix let me first sincerely apologize for this experience - this is not what we endeavor to achieve for our clients or their consumers.  We review every consumer interaction and believe each is an opportunity to learn and improve.  Every encounter is logged,ticketed, categorized, and reviewed by our ************************** whether the engagement is with Atlas (our GenAI, fully interactive assistant) or with live CEC teammates. 
  
  I also want to ensure Ms ****** that we continue to invest heavily in improving the consumer experience: adding staff, around the clock coverage, and constantly seeking opportunities to improve supporting technology.  From the time of this complaint to now many improvements have already been implemented.
  
  In reviewing the tracking detail I can see several,unsuccessful delivery attempts occurring over the last 10 days up to and including the day I write this response.  I've attached some of the recent tracking history.  Our web and mobile tools have Atlas, our assistant who can include delivery instructions to assist with successful delivery.This can be done while in transit by the way (for example, "please leave parcel on porch").
  
  We rely heavily on our drivers to determine their personal safety as well as the safety of the parcel if left unattended.  I am not privy to the circumstances by which the driver determined one (or both) was not satisfactory.
  
  But, I do want to assure Ms ****** the parcel will delivery.  After the last unsuccessful delivery attempts we will redirect the parcel through ***************** who has an excellent success rate for even the most difficult of addresses.  Although this does not mean a fast delivery as we expect, it will deliver nontheless.
  
  Lastly, I have included my contact information below and can assist Ms ****** personally.
  
  Regards,
  
  **** *******

  *************************************************************
  ACI **************************

• Initial Complaint

  Date:03/13/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a package delivered on March 12:00 am. The photo submitted by delivery driver for *** shows a completely different address. I contacted all parties involved. The merchant, ACI, and went as far as going to the resident in picture. I reached out to *** and theyre avoiding me at all costs. I did some research and from what I have found this is a fraudulent delivery service that loses packages and redirects your complaints. Now I am out of my purchase and money that I spent in trusting a company to simply deliver my package.

  Business Response

  Date: 03/14/2025

  On behalf of ACI Logistix let me first sincerely apologize for this experience - this is not what we endeavor to achieve for our clients or their consumers.  We review every consumer interaction and believe each is an opportunity to learn and improve.  Every encounter is logged, ticketed,categorized, and reviewed by our ************************** whether the engagement is with our AI powered chat functions or with live CEC teammates. 
  
  I also want to ensure ** ******* that we continue to invest heavily in improving the consumer experience: adding staff, around the clock coverage,and constantly seeking opportunities to improve supporting technology.  From the time of this complaint to now many improvements have already been implemented.

   

  In ** *******' region we partner with ********, so this failed delivery attempt would have been via one of their delivery drivers.  I have already logged this information and submitted to DoorDash for driver review and if needed, discipline per their regulations.  I have included my email address below and will assist ** ******* personally in making this right.  We delivery over 2 million parcels per week and while our on-time and accuracy rates are well over 99.9%, we are not 100% - driver error, technology mis-routes, etc. do happen.  We have procedures to assist with consumers in these situations and I will gladly assist ** *******.

   

  Best regards,

   

  **** *******

  *************************************************************

  ACI **************************