Complaints
This profile includes complaints for GLS US's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 83 total complaints in the last 3 years.
- 81 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/14/2025
Type:Delivery IssuesStatus: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 am writing to file a formal complaint against GLS-US regarding their ongoing failure to investigate a lost package and their refusal to cooperate with ***** to facilitate the refund process.On Dec. 31, 2024, I purchased a Dyson V15 Detect from ************ official website. ***** used GLS-US as the shipping carrier to deliver the package to my address. However, despite the tracking status indicating the package was delivered, I never received the item.Upon discovering the issue, I promptly contacted GLS-US and ***** to initiate an investigation into the lost package. While ***** has been awaiting a formal response from GLS-US to proceed with the refund, GLS-US has failed to provide the necessary documentation or resolution.Business Response
Date: 02/18/2025
Dear Houji,
We are very sorry for the issues you have been having with this Dyson delivery failure. We have looked into this and saw that ***** has submitted a claim last week for this and it is still going through the process of being reviewed.
Initial Complaint
Date:02/05/2025
Type:Service or Repair IssuesStatus: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 am writing to formally complain about the non-delivery of my package with GLS tracking number ********************. It has been over two months since I first reported this issue, yet there has been no resolution. The only "proof of delivery" provided is a picture of a tree, which is entirely unacceptable.*****, the sender, provided me with Claim ID: ******** for this case. However, when I contacted GLS, I was given a new claim ID: ********, and I was informed that the claim had been approved on December 3, 2024, according to my conversation with GLS on February 4, 2024. Yet, when I followed up with *****, they stated that *** never approved the claim.I called GLS again on February 5, 2024, and was met with further confusion, as your team could not confirm whether the claim was approved or not. I need a clear and definitive update on the current status of this claim. At this point, I do not know whether GLS or ***** is providing inaccurate information, but the lack of transparency and accountability is unacceptable.Additionally, when I requested to escalate this matter to a supervisor, the representative refused to transfer my call, further adding to my frustration. The handling of this issue has been extremely unprofessional, and I expect an immediate resolution.Please provide me with:A clear status update on my claim.A valid proof of delivery, if available.Escalation to a supervisor who can provide a proper resolution.I expect a prompt response; otherwise, I will be left with no choice but to escalate this matter further.Business Response
Date: 02/18/2025
Dear *******,
We sincerely apologize for the delivery failure of your Dyson order. According to our records, your claim was declined because of the timeliness of the documents received. We will open this case back up and follow up with the shipper for a refund.
Initial Complaint
Date:01/29/2025
Type:Delivery IssuesStatus: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.
*** was supposed to deliver a package on 1/21/25. According to the tracking history, delivery was attempted but unsuccessful because of a security gate. There is no security gate at my home. I immediately contacted customer service (CS). I verified the address was correct and informed them there is no security gate. I informed CS that if the delivery driver is having trouble, they can use the callbox at the entrance to contact me. ** assured me this info had been successfully noted. 1/22 - GLS put the package on the wrong delivery route. I once again contacted CS and was told my package would definitely be delivered the next day 1/23 - GLS once again put the package on the wrong delivery route. 2 days in a row.1/24 - GLS didnt even attempt to deliver the package, they just tell me it will be delivered Mon 1/27. They offer to send me an automated text and email with an est. time of arrival. I once again confirm all of my information and tell them delivering this package needs to be a priority 1/27 12pm AZ time. I contacted CS, who told me the package was never assigned a driver and that they would contact the Ops team, who would contact me with a status update. No one ever contacted me. I contact CS again and am told they will undertake the necessary steps today to ensure that your package is in transit for delivery tomorrow.1/28 - 12pm AZ time. No package, no email, no text. I contact CS. I am told no one enrolled me in the notifications, and that the package should arrive by 5. At 1:48pm, the tracking says delivery was attempted but the address was incorrect. GLS showed up, left a rude note, and did not deliver the package. I call CS and ask for redelivery. I chat with GS and ask for redelivery. ** says its a priority and someone will contact me soon. No one contacted me. At 5:38pm, I call and ask to speak to a supervisor. Im told there is only one sup on duty and shes at lunch for the next hour but will call me after. No one ever called.Business Response
Date: 02/17/2025
Dear *******,
We are very sorry for your experience you had with GLS and for the delay of your package. The customer service you received was unacceptable and not up to our standards, and we sincerely apologize for this. Our records show your package was delivered on 1/29/25.Initial Complaint
Date:01/27/2025
Type:Delivery IssuesStatus: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.
On 1/21/2025 my package was shipped from ******************* to my home address. The tracking said it would be delivered on 1/22/25. On 1/23/25 tracking showed that the package was rescheduled for delivery on 1/23/25 because of wrong zip code. Tracking showed the package out for delivery on 1/23/25 at 10:01am. At 6:04 pm tracking shows delivery Attempted, incorrect address. On 1/24/25 I called the customer service at ****** and verified my address and explained that the package was for a customer of mine and I needed it that day. I was told the package was in the truck and the driver would call me if there were any issues. I called customer service again at ****** and was assured the package was in the truck and the driver would call if there were any issues. I checked tracking again at 5pm and it showed that at 4:00pm the package was rescheduled for delivery on 1/27/25 due to incorrect address. I called customer service again and was told the package could still be delivered that night and that the *** also left a note for operations to call me. Neither of those happened.The customers order was for banners for the King of the Hammers off road event which started on 1/24/25. My customer is very upset and even if I deliver the order on 1/27/25 the customer is going to want a refund due them being late.GLS customer service lied to me. I never received any phone calls and did not see any GLS trucks in the area on 1/23/25 and they never even attempted the delivery on 1/24/25.Business Response
Date: 02/18/2025
Dear *****,
We are very sorry for the delay of this time-sensitive package and the frustration this has caused you. The customer service you received was not acceptable. According to our records, the package was delivered on 1/28 and we apologize this was past the expected delivery date.
Initial Complaint
Date:01/06/2025
Type:Delivery IssuesStatus: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 scheduled for delivery on 12/11/24 multiple attempts and each time they said wrong address however they have delivered multiple times to my address. I called every other day and was promised a phone call that i never received. I just called again and was told smae thing that my situation would be escalated and i would receive a phone call which i never have. i would just like to get my package.Business Response
Date: 01/15/2025
Dear *****,
We sincerely apologize for this experience you have had. The lack of communication you received about your package is not acceptable and we did not deliver our promise to you. Unfortunately, your package has been deemed missing. Please reach out to the shipper for replacement and we can refund you through the shipper.Initial Complaint
Date:01/06/2025
Type:Delivery IssuesStatus: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 delivered to the wrong address. Needed my signature. Company says any adult signature will do. Asked them to text with updates to shipping. They did not ***** request at all. Notified minutes after they sent email that they delivered. They would not call driver to tell them they delivered to wrong address. No rush on delivery but they decided to deliver at night with poor visibility. Very poor customer service and lack of concern they delivered my expensive item to a stranger or? No accountability at all. If you value your expensive delivery DO NOT USE THIS COMPANY!Business Response
Date: 01/31/2025
Dear *********,
We are very sorry for the issues with your delivery and the lack of customer service support you received. Obtaining an adult signature should be a seamless process and what happened is not acceptable. We have found your tracking number (*********) and it will be given to Operations Leadership to be further looked into. Please reach out to the shipper and file a claim for reimbursement.Initial Complaint
Date:01/03/2025
Type:Delivery IssuesStatus: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 delivers packages and are not very good at it. Several times their incompetent drivers have delivered my items to the wrong apartment or address or other's packages to my address. I've literally had to take packages to others that were dropped at my place by mistake. Now, just last night they delivered an item of mine to my neighbors back door in a breezeway. It's obvious that area is not a front door, there's not even any addresses but somehow they delivered it there. Luckily they take pictures of their deliveries so I went to retrieve my package and it wasn't there. I rang my neighbors doorbell and they didn't answer. Basically I don't think I'm getting my package back and it was a one of a kind item I ordered online. This company needs to better train their driver's to deliver properly. A lot don't speak English very well and often seem confused. At least teach them how to use ****** translate and properly locate addresses or ask for help. I've had to also help them several times locate the correct area. Had I known they'd be the ones delivering my product I wouldn't have ordered from that particular website.Business Response
Date: 01/31/2025
Dear ****,
We sincerely apologize for the delivery failure and for the ongoing issue of your package being delivered to the wrong address. We understand how frustrating this is, and we have escalated your case to our Operations leadership team.Please follow up with the shipper for reimbursement.Initial Complaint
Date:12/13/2024
Type:Service or Repair IssuesStatus: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.
*** supposedly has been in possession of my package since 12/10/24. Tracking #********************. Initially it was supposed to be delivered on 12/11/24 by 5PM. It wasn't. I contacted them on 12/11/24 at that time they told me it had been rescheduled for today and asked me for my email address as they would send me any updates. I never received any such email. This morning I call right at open and they assured me it would be delivered this morning. At noon I call as it's now no longer morning, they tell me it's still being sorted and would be delivered by 5PM today. I tell them they told me the same exact thing yesterday. They ask my for my email address again, I tell them they already have my email address I never received anything. I call again a few minutes ago and apparently my package IS STILL BEING SORTED! I ask them straight out do you even have my package? They say yes. I say then I will come pick it up! They tell me I can't! I want my package! They've had it for days now and just keep telling me it will be delivered, it will be delivered but it never comes!Business Response
Date: 12/19/2024
Dear ******,
We sincerely apologize for the delay of your package and the effort you had to put in to track it down. This falls well below our service standards, and we apologize for the lack of information that should have been available to you. We have reviewed the details of your shipment, and it looks like it was delivered on 12/12/24 at 6:30 PM.Initial Complaint
Date:11/25/2024
Type:Service or Repair IssuesStatus: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 got an email from ******* saying my order was out for delivery so I clicked on tracking link and it said out for delivery on that Monday 11/18 but due to an emergency I had to leave my house at 2:30pm and returned at 4:12pm and missed them by just a few minutes. I called the number on the door tag and they assured me that they would redeliver Tuesday so I cancelled my Dr **** and stayed home all day. They did not show, I checked the tracking number again by 3pm and it said incorrect zip code resched delivery. So I called again and they apologized that was a mistake and they would redeliver. I explained I had to work the rest of the week and they asked what time I would be home and I said 5:30 so they said they would put in a request to the driver to deliver after that time and that I would get text alerts when they were coming. Wed they showed up at 10am. I called again Wed night, same conversation. Thurs they showed up at 11am. Called again - same conversation. Friday I called from work and said that I would be home earlier and wanted to make sure package was out for delivery- customer service told me package was not on the truck, it was at the depot because they had already attempted 3 deliveries so no more attempts yet no communications to let me know that. He said I could go pick it up- but depot closed at 5, gave me the address. I left work early, lost $150 of pay, got to the depot at 4:30pm and it was closed! So I called and after some words again, they assured me that manager had approved Saturday delivery 11/23 by 4pm. And yet no package was delivered.Business Response
Date: 12/20/2024
Dear ******,
On behalf of ***, we sincerely apologize for the inconvenience this package that has caused you to use your valuable time to track it down. This should not have happened, and we are sorry for the delay of your package. According to our records, we have proof of delivery of 2 packages being delivered to your address at 11/27/2024 at 11:51 AM.Initial Complaint
Date:11/21/2024
Type:Delivery IssuesStatus: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.
They are refusing to deliver my package, they keep claiming they attempted to deliver it, but I've never gotten a phone call or email from them about it. I've called their customer service line a few different times, and was told my package would be delivered, but it wasnt.. then they claimed it was lost, but the tracking log said they "attempted delivery" again after that. I don't know what else to do, I just want my package.Business Response
Date: 11/27/2024
Dear Elizzard,
We sincerely apologize for the delay of your package and the time you put in to track it. We are sorry this has happened, we dont want any of our customers to experience this. According to our records, your package was delivered on 11/23/24 at 5:02 p.m.
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