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:03/03/2025

  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 product from a company in January of this year 2025. I received updates on the status of my package while being shipped overseas, but once it was delivered to the *** delivery facility in *******, ** I received an Undeliverable status for my package. I have reached out to the company many times and no one has answered.

  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 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.

   

  Regarding Mr ********* parcel, I can see on February 24th the parcel was marked as "undeliverable", which could indicate either an issue with the parcel (such as a damage) or the driver's decision at the time of delivery.  We value driver safety and rely heavily on their determination of address safety both for themselves and the parcels they deliver.

   

  Let me please include my email address and ask Mr ******* to email me directly.  I am happy to help with this experience, including assistance in refund/reship options pending the merchant's policies.  I have included my email address below.

   

  Best regards,

   

  **** *******

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

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

   

• Initial Complaint

  Date:02/20/2025

  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.

  A package from Ipsy was supposed to be delivered on february 12th. Package was marked as out for delivery and then marked as undeliverable. This happened 4 more times and I tried to contact support and they were unhelpful and told me there was nothing i could do. They keep closing my support tickets and offering no solutions. No actual attempt has been made to deliver the package.

• Initial Complaint

  Date:01/22/2025

  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.

  I placed an order through a company back I. December 2024 and ************* was used as the delivery company. On the tracking the order says underliverable however that is not possible. The package was sent as a Christmas gift to a family member who lives in a house and she was home. No attempt was ever made, so it seems they stole the package instead to trying to deliver it. In their website they only have a contact form and no phone number to reach them. I left my information in the form and have never heard from them or been contacted.

  Business Response

  Date: 02/02/2025

  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. We also take claims of parcel theft very seriously.
  
  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 for this parcel and and its intended address in ************* VA I agree with Ms **** this is a single family home with no successful delivery attempt. I see normal scan events detailing hub scans (12/18-19), out for delivery scans (12/20), and delivery attempt (12/20); however, the driver's delivery notes indicate "Return to Merchant" with no conclusive reason code.  Typically when this happens either the parcel is damaged or there is an onsite reason the driver felt either his/her or the parcel's safety would be compromised.  I also see subsequent re-processing events at our ********** hub with the parcel returned to the merchant.  

   

  For each delivery we require GPS updates with each scan event and photographic proof of delivery. We compare GPS coordinates with the destination address and utilize AI to review these photos for verification. While each week we deliver millions of parcels across the ** in this process, seeing Ms **** complaint and resultant research is an indication that this process failed.

   

  We will review with local operations and our delivery partner with the tracking number we can isolate the delivery driver for accountability and disciplinary procedures.  While every retailer,ecommerce brand, and marketplace has different return policies, we hope this information proves helpful in securing either a refund or an item reship.

   

  Best regards,

   

  **** *******

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

• Initial Complaint

  Date:01/22/2025

  Type:Service or Repair 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 have been waiting over a month for packages to be delivered. i have reached out to the company but nobody returns the email or tried to give me a call. even the company that shipped it can't get a return message back. my packaged was deemed lost but finally moved after 46 days. the company resent the package at their expensive but kept trying to make deliveres at 11pm it is sent to my work address since that is the most reliable address but this company still doesn't deliver it. i have told them to deliver my packages when the business is open and not to deliver on the weeknds or holiday but no messages have been returned. previously for a different shipper they just left it or said it was delivered and it wasn't having that company resent and the same thing happened. i need them to do what they were hired to do which is to deliver it promptly to the address. if you look online they have a bad *** because they don't deliver or say it was delivered but it never was. what is the purpose of being a courier and you dont courier or even bring to the post office which i believe they were suppose to do. It is bad enough it is coming from ***** but for you to hold onto packages is insane. i will list one tracking but i have several.

  Business Response

  Date: 02/02/2025

  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. 

  Of the 3 parcel tracking numbers provided by Ms ********** only tracking number ending in 8446 is a valid number (the other 2 provided have too few and too many digits). I can see from the address the intended locations is a *************** of Motor Vehicles) on the 2nd floor.  I see no delivery notes indicating it as a business address or requiring restricted delivery times or hours.  Our clients are the shippers themselves, the merchants, and delivery instructions must come from them to ACI.  If an address is deemed inaccessible and depending on rules established with our clients we will then either re-route the parcel to US ************** (who has an excellent track record with difficult to reach addresses) or return to the merchant.

  
  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.
  
  Let me also please explain some of our network which may help Ms ********* and others reading this who may have similar experiences.  The physical movement of parcels and associated scan events are synced to provide status and location updates:
  
   - Parcels originate both from domestic US and internationally located warehouses.  Ecommerce merchants who sell on common marketplaces like ******, ***** Temu, etc. have warehouse and fulfillment operations both in the ** and abroad (such as in *****) though the latter may not be evident.  We do suggest checking the country of origin as delays in international transport and customs often occur
   - Parcels originating internationally must move through air freight or ocean container, clear customs in the **, and emerge from bonded warehouses before reaching ACIs network
   - *** relies on a national network of delivery partners, such as the ***************** for consumer delivery
   - From ACIs regional facilities parcels are then turned over to a delivery partner at their primary injection hub or depot location to be processed, routed, and delivered.
  
  For each delivery we require GPS updates with each scan event and photographic proof of delivery. We compare GPS coordinates with the destination address and utilize AI to review these photos for verification. While each week we deliver millions of parcels across the ** in this process, seeing Ms ********** complaint is an indication that this process failed.

   

  Best regards,

   

  **** *******

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

  Customer Answer

  Date: 02/08/2025

   
  Complaint: 22841081
  
  I am rejecting this response because: I kept getting the run around from ******* which was the one that was answering my questions but it wasn't helpful.  Everything was contact the shipper and what are they to do you have my package. If you had my package and the address was incorrect you could have looked at the box and let me know but you kept saying contact the shipper. After i asked if they can just send to the post office to deliver they told me they dont do that and they would be send back to the shipper.  But when i asked for the tracking to give to them so they can know they are getting them back. I didnt get any other response. 3 of the 4 packages was transferred to the ***** and 1 is currently out for delivery.  If you saying the only good tracking is the one that still says it has been out for delivery since 1/17 and i to assume this one is lost too?  When is that one being transferred to the USPS.  I had a packaged from another shipper that was lost since Novemeber even though it said it was delivered.  That shows that your drivers lie.  If it was delivered someone should have had it and when i spoke to someone it was basically we did our part so contact the shipper. this package was investigation for the last 2 months and conveniently it was found and was delivered FINALLY.  You dont know what we have to do when these issues arise because you believe your drivers that they delivered it and as you can see can very well be not delivered. I had to go through so much issues with that shipper because of this issue. And it was your agency that caused the issue.  almost 3 months to receive a package is insane. It either doesn't move in tracking or it says they make attempts at midnight. That wouldn't even be acceptable it if it was to my home.  Why would it take almost 2 months to send it to the USPS.  ************ need to be updated to have current time.  Your sync and GPS isn't working right because something is totally off.  When should i expect the package of the tracking that you say is the only one that works.  That hasn't move for 3 months and that is the same probably i had with that package in the first place.  How is it is out for delivery for 3 weeks. 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 02/12/2025

  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 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. 

   

  Specific to Ms *********** experience, our delivery attempts failed.  The delivery address is a local *************** of Motor Vehicles) which has delivery restrictions both in location and business hours.  None of this information was provided nor were there any delivery instructions.  That being said, the driver should have noted this after the first failed delivery attempt to increase the success likelihood for the next attempt.

   

  Since the time of this complaint we have implemented 2 way driver communication and the ability to update delivery instructions in real time.  While this does not help Ms ********* now I hope it brings some comfort.  I will also include my email address ************************************** so that she can contact directly on this or any future issues.

   

  Best regards,

   

  **** *******

  ACI Logistix **************************

  Customer Answer

  Date: 02/18/2025

   
  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.  I have a way to get in contact with someone directly.  As long as they respond to my request. Just want to put on record that i did update the information regarding the times of business hours but it wasn't acknowledged.  I am still missing 1 package that was the start of this issue. It was only attempted delivered once. It was held up in your location for over a month before attempted delivered now it is lost twice.  I had a package that was stated as delivery in Novemeber and no one was willing to help me. But it was actually delivered last week.  That issue caused a lot of issues for me. Causing me to lose a vendor due to the company no willing to believe that the pacakge wasn't delivered at all.  But I will contact Mr. **** going forward. 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:01/17/2025

  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.

  I bought earbuds from ******* and they said they were delivered, but I have a Camera and the time and date that they say they delivered them they did not and so ******* told me to reach out to the company whom hired *** To handle my complaint so I emailed them and they emailed me back four times with the exact same email asking the exact same questions and they never address the complaint. It's like going in circles. It's Groundhog Day here. I don't think anybody That operates as they do should be in business.

  Business Response

  Date: 02/02/2025

  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 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.  Without a tracking number supplied (and mentioned upcoming), I can understand the frustrations our CX systems may create.

   

  In this complaint I have Ms ****** email address and I will email her directly today in hopes I can help solve.  I've reviewed the 10 images provided, none of them include the tracking number.  I see Order Numbers and Sales Numbers, but these are between Ms ***** and the merchant, we are not involved in the sales process.  Our records are based on tracking numbers.  I will work with Ms ***** to resolve and if need be, ensure she has supporting documentation to assist with any refund or reship process.

   

  Best regards,

   

  **** *******

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

• Initial Complaint

  Date:01/03/2025

  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.

  Company picked up my package from the sender 3 months ago, after that no tracking on their site as it claims the tracking number is invalid. No phone number, and totaly unresponsive to any inquiries made on their site contact form. The package contained ****** in goods.

  Business Response

  Date: 01/22/2025

  In response to the inquiry from Mr. ******** let me first say how sorry I am this experience did not meet with your expectations. It is strongly recommended Mr. ******* contact the merchant directly to discuss refund or replacement processes.  Additionally, there is no tracking number provided in this complaint; therefore, we are unable to track or diagnose the issue.  The reference to an "invalid" number is curious.  Our clients integrate with ACI via an API - a process whereby consignee information is given and a label is returned by ACI.  It is not possible for this process to result in an invalid tracking number.  

   

  We are very happy to help here but without a valid tracking number to research I am afraid our options are quite limited.

   

  Best regards,

   

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

  ACI Client Services

  
  

• Initial Complaint

  Date:12/30/2024

  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 was supposed to be shipped a package from **** that was going to likely arrive the 9th of December, according to my third party estimate. The shipper is a well-known brand so I doubt it is anything on their end, the package has been stuck in the ****************** facility since the 12th, and has not handed it off to **** so they can continue the delivery. I have read bad reviews about the company, now I believe it. I want my package to delivered promptly, I did not sign up for this experience, they chose the shipper, I cannot do anything about this as of now.

• Initial Complaint

  Date:12/17/2024

  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 business is a scam and does not deliver packages. They will mark your package as "Undeliverable" or "received at local facility" with absolutely no attempt to do either. There is no customer service to help resolve the matter of answer questions. Multiple 1 star reviews on ****** for the exact same thing.

• Initial Complaint

  Date:12/17/2024

  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.

  As with other complaints here I am experiencing the same issue. I ordered a product on 11/6/24. After receiving different updates from the seller about shipping, the item finally arrived in ******* where it sat for 12 days before making the very short 5 hr drive to the ******** area. Once in the ******** facility it sat for 5 days. Today is Dec 16th I have yet to receive the package yet it finally shows delivered as of 9:16pm today & the driver even took pictures. However the pictures only show the label not where the package was actually left. The only time these delivery statues would get updated was when I contacted the seller to inquire about where my item is. I experienced the same issues as others when trying to file a complaint through their AI bot assisted tracking program. No one ever gets back to you. All you get is an automated reply saying they will contact you within 48 hrs but never do. The only phone number listed through a ****** search goes to a number in ******* that no one ever answers & you cant leave messages because the mail box is full, This disaster has completely ruined what was to be my most treasured Christmas gift.

  Business Response

  Date: 01/30/2025

  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.
  
  Let me also please explain some of our network which may help Mr. **** and others reading this who may have similar experiences.  The physical movement of parcels and associated scan events are synced to provide status and location updates:
  
  Parcels originate both from domestic US and internationally locates warehouses.  Ecommerce merchants who sell on common marketplaces like ******, ***** Temu, etc. have warehouse and fulfillment operations both in the ** and abroad (such as in *****) though the latter may not be evident.  We do suggest checking the country of origin as delays in international transport and customs often occur
  

  - Parcels originating internationally must move through air freight or ocean container, clear customs in the **, and emerge from bonded warehouses before reaching **** network
  - *** relies on a national network of delivery partners, such as the ***************** for consumer delivery
  - From **** regional facilities parcels are then turned over to a delivery partner at their primary injection hub location to be processed, routed, and delivered.
  
  For each delivery we require GPS updates with each scan event and photographic proof of delivery. We compare GPS coordinates with the destination address and utilize AI to review these photos for verification. While each week we deliver millions of parcels across the ** in this process, seeing Mr ****** complaint is an indication that this process failed. I can see the confirmation of delivery and the map's GPS coordinates match his address; however, I agree, the pictures provided do not show conclusively the delivery address.
  
  During the holiday season we experienced delays in certain markets, including ********* due to weather events and seasonal volume surges. 
  
  In researching Mr. ***** parcel I can see it was confirmed as delivered.  If for some reason this parcel was not found we recommend a search of the surroundings, discussion with other location inhabitants, and neighbors.  Any local video footage (Ring, ****, Nest, etc.) should also be reviewed.  During the holiday season there is a documented surge in theft, known as porch piracy and if this is suspected we recommend contacting local authorities to file a report.  While every retailer, ecommerce brand, and marketplace has different policies regarding local theft, we hope this information proves helpful in securing either a refund or an item reship.
  
  
  Very best regards,
  
  **** *******
  ACI **************************

  
  

• Initial Complaint

  Date:12/17/2024

  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.

  The moron who delivered my package on a Saturday, to an empty office left it OUTSIDE. I've attached the picture they took. WHO leaves a package OUTSIDE of an office thats closed on a busy Saturday??

  Business Response

  Date: 01/30/2025

  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. 
  
  For each delivery we require GPS updates with each scan event and photographic proof of delivery. We compare GPS coordinates with the destination address and utilize AI to review these photos for verification. While each week we deliver millions of parcels across the **, our SOPs do not call for leaving a parcel outside a place of business.

  
  If for some reason this parcel was not found we recommend a search of the surroundings, discussion with other location inhabitants, and neighbors.  Any local video footage (Ring, ****, Nest, etc.) should also be reviewed.  During the holiday season there is a documented surge in theft, known as porch piracy and if this is suspected we recommend contacting local authorities to file a report.  While every retailer, ********* brand, and marketplace has different policies regarding local theft, we hope this information proves helpful in securing either a refund or an item reship.
  

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