Complaints

• Initial Complaint

  01/06/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  01/06/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  01/03/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  12/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** 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

  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

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  11/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  11/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has not delivered my package from ******* in over a month. The delivery was canceled after the 1st 2 weeks, Then Directv used them again to try to deliver my package. So far I have received nothing. The driver says they cannot get into the complex. This complex has 3 entries for cars and one pedestrian entrance. No other service, ******, ********** ***, and all others have no issue getting inside. Also, the office is open from noon - 6pm.The code for the entrances is only given to emergency services and law enforcement. Most drivers enter through the gates when a car exits. There are over 160 units in this complex, so the wait is never long.

  Business response

  12/12/2024

  Dear *******,
  
  We are sorry for the delivery failure of your DirecTV package. According to our records, On 10/29/24 the driver communicated that they attempted to deliver package 3 times and the callback was not working, and as you mentioned the package was returned. There was an additional package that was sent, tracking number ********* that was sent. Our records indicate that this package was successfully delivered 11/25/2024. We again apologize for the delay in your receipt of the package, but are happy that we were able to get this successfully delivered.

• Initial Complaint

  11/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  BBB unable to locate business

  More info

  I'm filing this complaint against the operator of General Logistics Systems located at *********************************************************************************. That is the address that a search on the ************************** website reports, but clicking on it take me to this page for GLS in **************, ****. Please direct my complaint accordingly. Nevertheless, *** has persistently demonstrated the exact same issue in its locations throughout the country. I've previously filed complaints for the same issue in ** and *** as well as here in ****, **. The company's delivery personnel persistently violate the laws regarding shipment of alcoholic beverages by first - failing to obtain an adult signature, then secondly - forging that customer's signature. The company previously committed to address this issue, but it clearly has not.

• Initial Complaint

  11/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I received a notice that my package was delivered on November 5th. It was not by the front door or anywhere else on my lot. When I tracked the package, there was a photo of where it was left confirming it wasn't left at my trailer. When I located the trailer in the photo, the package wasn't there. Your driver came out to investigate. He was polite and concerned that that would have to pay for the mistake. The person who occupied the trailer is a line worker and stays onsite during the week. The package was stolen. I used the chat option on your website to report the theft and your representative assured me that I would receive a response within 24 hours. As of now, I haven't been contacted. ************ is refusing to file a claim without any documentation that the package wasn't delivered to the correct address and was stolen. Please contact them and inform them they need to file a claim and inform me i writing that you have done this so I can file a dispute with my credit union if they refuse to comply.

  Business response

  12/12/2024

  Dear *****, 

  On behalf of ***, we are very sorry that you failed to receive this delivery. We are currently in process of working with ************ to get you reimbursed $13.99 for the package. Someone from either ************ or our internal claims team will reach out to him to provide further information. Thank you for bringing this to our attention.

  Customer response

  12/16/2024

   
  Complaint: 22550382
  
  I am rejecting this response because:
  

  The total price of the order should be refunded to ************ and not just the shipping costs. I need verification that *** will refund the total price of the order to ************ so that I can continue the dispute with my credit card company. 
  
  Sincerely,
  
  ***** ******

  Business response

  12/23/2024

  Dear *****,

  
  Yes, we will reimburse the full amount that CarParts files a claim for. 

  Customer response

  01/03/2025

   
  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

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/29/2024 I setup a delivery of $2,000 of plant material to be shipped from ********* to *******************. This is Shipment Number *********. It was picked up on 10/30/2024 at 11:38am. On the tracking no update shows since 10/30 when it was picked up. It has now been over a week with no status updates. I have communicated with **************** to no avail. They have been unable to provide a status update on this shipment, and I am concerned because it is live plant material. It is dire that this freight be delivered in a timely manner or it could die and be a $2,000 loss. Where is this package? Has it been lost? Why has nobody been able to provide me a status update of this shipment? Where is the shipment? I need this for a project and this has jeopardized my project and reputation with my client. If this matter cannot be resolved through this complaint process, I will be forced to pursue further recourse through the California Attorney General consumer complaints procedures. I hope you can find this shipment and deliver it so we can bring swift closure to this matter.

  Business response

  11/27/2024

  Dear Max,
  We sincerely apologize for this experience you had with your scheduled delivery. Thank you for sending us your information. Your tracking number, contact information, and statement of your problem has been escalated to senior leadership, and they are going to look into this. 

  Customer response

  12/03/2024

   
  Complaint: 22528923
  
  I am rejecting this response because:

  After over three weeks of attempting to contact the team at Mountain Valley Express, with no response from them, we received the parcel in bad condition though the tracking never updated. Our plants had been sitting in that warehouse for that entire time. I attempted contact on a daily basis and received only form responses. Our plants were completely desiccated while sitting in the warehouse and may not survive, they are showing a lot of damage. I am unsatisfied with the unprofessional conduct and lack of a response, especially from the contacts at the Jurupa Valley MVE. 
  
  Sincerely,
  
  *** ******

  Business response

  12/23/2024

  Dear Max,
  The separation of our freight division has been completed, and we can no longer assist on Mountain Valley Express matters.
  Please reach out to **************************

*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. ↩