ComplaintsforGLS-US

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  GLS is the carrier for product shipping from an online vendor I use. When I place my order, it is required that I pay the $7.00 for an adult signature on receipt of the package. GLS collected my signature once, the first time they delivered, and then they stopped. I told the driver he needed to collect the signature that I paid for. He did it the next time, but he has left my package on the porch every time since then without getting the signature. If I'm paying for them to do something, they better DO IT. Since they don't, I should be getting my money back for each of those instances. Many orders at $7.00 each add up.

  Business response

  07/30/2024

  Dear *****,

  
  On behalf of GLS, we sincerely apologize for falling short on our commitment. If an adult signature is included on delivery instructions, then the driver should definitely be collecting one.  Could you provide us with one of your GLS tracking numbers so we can look further into this? 

• Initial Complaint

  07/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am writing about the utter incompetence shown with the handling of my Dyson AirWrap order by *** (#**********) placed on May 8, 2024, and charged at $651.14.The order was shipped via *** (tracking # ***************) on May 9, 2024, and marked as delivered on May 18, 2024, at 10:04 AM. Despite extensive searches of my premises, including inquiries with neighbors and building management (Luxer One package office), the package remains unlocatable.Upon contacting *****, I was advised to file a claim with ***. However, *** informed me that the responsibility lies with ***** as the shipper. Repeated calls to ***** over the past three weeks have resulted in a series of delays, conflicting information, and ultimately, no resolution. I have been given three case numbers (#********, #********, #********) with no tangible progress. Today, July 3 2024, I got to know from ***** that *** has rejected that claim saying the order has been delivered. This is extreme levels of sheer incompetence from ***. I am not exactly sure if the *** driver has stolen the order or he/she threw the order somewhere where anybody could have stolen it. The order is unlocatable. I live in a secured building complex where orders are supposed to be delivered in the secure Luxer One package room. Neither Dyson nor *** is taking any accountability for this undelivered or stolen package. They irresponsibly handled my package and I am now out of 700 dollars with no resolution,

  Business response

  07/11/2024

  Dear *******,

  On behalf of GLS, we sincerely apologize for this service failure of your Dyson shipper package shipped on May 9, 2024 (Tracking #***************).Thank you for bringing this issue to our attention. We want to make sure this gets sorted out and are working on getting this resolved. We have escalated your Tracking and Case numbers to the Claims Leadership team, so they can work with ***** to come up with a fair solution for you. 

  Customer response

  07/16/2024

   
  Complaint: 21941529
  
  I am rejecting this response because:

  This doesn't answer my question. Every time I ask ***** or GLS a question, it looks like they are getting to know about my issue for the first time. I have escalated this case to BBB, the *************************** The *********************** of MN, The **** and The ***** I haven't received a satisfactory response from anywhere. I have lost my 700 dollars, and these companies have failed to help me at all. I have been doing this for the last two months without any results. In my eyes, these companies are absolute thieves stealing people's money and with horrible customer service. I have vowed to let as many people know about their anti-consumer business practices as possible and never do any business with them again. 

  
  Sincerely,
  
  *****************************

  Business response

  07/26/2024

  Dear *******, 

  We do apologize that you feel this has been an unsatisfactory response. We have received the complaint that you submitted via The *********************** and will continue the response through that complaint. We have been attempting to partner with ***** to get you a more satisfactory response and will continue to do so.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My package was shipped out 8 days ago on 6/12/24 and I have received nothing but running around in circles for them to try and figure it out. Im pretty confident one of their contracted employees stole my package and now they arent responding to the *** HQ. The depot Im dealing with is in *****, **. They dont pick up the phone, they dont call back when you leave a message. Theres nothing more as the customer I can do. Please help me out.

  Business response

  06/24/2024

  Dear *****,
  
  Thank you for taking the time to provide the details of your experience. We apologize for the trouble that you faced when expecting a delivery that GLS handled. This is not the experience we want anyone to have. We do have it noted that your package was successfully delivered on 6/21/2024. We will take note of your feedback to work with our delivery drivers to ensure proper delivery attempts are made. 

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Flaky service for signed delivery. Will not give you a day of delivery estimate. First attempt (6/4) no one is home. Next day (6/5) wait 8am-8pm no attempt is made. Today (6/6) driver rings bell and walks away faster than anyone can get to the door. This place won't take ANY STEPS to assure delivery. Reach out and they promise nothing at all. Tired of companies who just want money and won't actually attempt to provide a service.

  Business response

  06/13/2024

  Dear ***********, 

  Thank you for taking the time to provide the details of your experience. We apologize for the trouble that you faced when expecting a delivery that GLS handled. This is not the experience we want anyone to have. We do have it noted that your package was successfully delivered 06/07/24. We will take note of your feedback to work with our delivery drivers to ensure proper delivery attempts are made. 

• Initial Complaint

  05/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on may 6th 2024, and the *** company said they attempted delivery on May 9th 2024. They never attempted delivery, someone is at my home 24/7, and we have a doorbell camera. I attempted to contact the company via their chat feature and was told they would schedule a redelivery but they never did. I scheduled a redelivery through their website multiple times and it never came. They never emailed me confirming anything and have not attempted to respond to me. My package is still missing nearly a month later and they appear to be holding onto it forever. The tracking number is ********************. Why anyone would continue to use them for shipping purposes if this is a normal practice for them is beyond me.

  Business response

  06/19/2024

  Dear *******, 

  Thank you for taking the time to provide the details of your experience. We apologize for the trouble that you faced when expecting a delivery that GLS handled. This is not the experience we want anyone to have. We contacted the Depot Manager to track down more details on your missing package. The driver claims that he recalls delivering it to the leasing office. The local Depot Manager is currently working with the driver to obtain any additional details regarding the delivery of this package. Someone from GLS will continue to be in contact regarding this.

  Customer response

  06/21/2024

   
  Complaint: 21783260
  
  I am rejecting this response because: they never attempted delivery to the address given. I tried rescheduling after their delivery dates multiple times and never received my delivery.
  
  Sincerely,
  
  *********************************

  Business response

  06/27/2024

  After further investigation, we have deemed this package missing.On behalf of GLS, we sincerely apologize for this service failure and all the trouble and frustration it has caused you. We recommend you follow up with the shipper who you purchased the product from for a refund. Again, we are very sorry for this experience you have had with GLS. 

• Initial Complaint

  04/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I ordered a package from ******* on 4/8/2024. The package was shipped via third part carrier General Logistics Systems B.V. (GLS). The package was scheduled to be delivered 4/15/2024-instructed to leave outside in the wire mail basket under the mailboxes. It is a walk-up and anyone can assess. The driver instead made no attempts to deliver. I contacted customer service every single day, and was told they would reiterate the instructions. The package failed to be delivered for a 5th time on 4/19/2024. I have contacted ThredUp and GLS directly multiple times. I keep getting the run-around. At this point, I consider it theft, because I paid and did not receive the product.

  Business response

  06/24/2024

  Dear ********,
  
  At GLS, we strive to deliver the best experience possible to our customers and recipients. It is clear from your complaint that we fell short on this commitment.  On behalf of GLS, please accept our apology for the frustration and delay this service failure caused, the issue has been escalated to GLS operations management for the coaching and training of the delivery driver. We have it noted that your ThredUp package was successfully delivered on 4/20/2024. We appreciate you taking the time to let us know the details of your experience. 

  Customer response

  06/26/2024

   
  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

  04/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My mom subscribes to a meal delivery service, Mom's Meals, which GSL is contracted to deliver. We have been getting meals every two weeks for over a year and the delivery person WILL NOT, unless perp walked to our door by building maintenance, deliver directly to our door as instructed. The instructions are VERY clear. Deliver to door, knock, then wait for someone to open the door and sign for the box. The first time he delivered, he plopped the box on a utility cart in the lobby. Our maintenance person told him to take the box directly to our door and he said, "I have another box to bring in", walked out, got into his car, and drove away. I spoke to Mom's Meals and they added very specific instructions from their end to no avail. He leave it in the lobby. If he sees he is being watched by maintenance, he gets in the elevator then dump it on the 2nd floor right by the elevator or in front of someone else's door. Once he left it ON the elevator. Every time, he signs for it himself and leaves. Several times maintenance has *escorted* him to our door so he cannot claim he doesn't know where it goes. At least 90% of the time, maintenance has searched the building for it and brought it up. (Unbeknownst to us until we talked to them yesterday.) There is absolutely NO excuse for the driver to ignore the instructions and to ignore directives from building staff. My mother is disabled and neither of us can lift the heavy, bulky box nor should we have to. (I slide it into the house when it's in front of our door.) I have spoken to both Mom's Meals and GSL multiple times, Mom's Meals also filed a formal complaint. There has been no change. If this driver doesn't want to do his job, he needs to find another one. If GLS doesn't provide a hand truck, he can purchase one for $40 and deduct it from his taxes. There is NO excuse for this. All I want is for him to do his job. Desired resolution: deliveries AT OUR DOOR and a photo, IN CLUDING APARTMENT NUMBER *every time*.

  Business response

  06/27/2024

  On behalf of GLS, we sincerely apologize for the frustration and delay this service failure has caused when delivering Mom's Meals to your mother. Thank you for taking the time to provide the details of your experience.We are providing this feedback to Operations leadership to follow up with the driver accordingly. We are sorry again for the trouble this has caused you. 

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered some shirts from a company called Fresh Clean Threads online. They used GLS to ship my package. On the day they were supposed to arrive, GLS informed me that they couldn't get access to my building as it is locked.I talked to customer service, and asked them why they didn't ask the front desk for an access code. They told me they will not be doing that and that I can either let the delivery driver into the building the next day or I can drive 40 miles each way to their distribution center to pick it up the following week.The problem is that I work a 9:00-5:00 job so that means that I need to take a vacation day to do either of those things as their distribution center isn't open on the weekends.So I told them to have the driver call me when they arrived and I opted to take a vacation day and waited outside my apartment the following day for 4 hours. The driver never showed up. I contacted customer service again only for them to end the chat mid-conversation.

  Business response

  06/21/2024

  Dear *******, 

  Thank you for taking the time to provide the details of your experience. We apologize for the trouble that you faced when expecting a delivery that GLS handled. This is not the experience we want anyone to have. We do have it noted that your package was successfully delivered on March 22, 2024. We will take note of your feedback to work with our delivery drivers to ensure proper delivery attempts are made.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We've used GLS for shipping *** and they've lost 3 checks totaling over $1500. One of the checks is from a business that is closed and 2 of the other checks are cashiers checks that our customers tell ** was picked up by the delivery driver. GLS is now telling us that they are not responsible at all for the *** service that we paid extra for. They say they are not responsible for collecting the payment, or sending the payment to **. GLS is also not refunding us for the service that we paid extra for that was not performed.We'd greatly appreciate their help in recovering the missing checks and to also not be charged for a service if it wasn't performed.

  Business response

  06/28/2024

  We sincerely apologize for the trouble you faced when expecting a delivery that GLS handled. This is not the experience want anyone to have. We have it flagged to reimburse the *** fees and we are confirming that this reimbursement did occur. Thank you for providing the details of your experience. 

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have sent out multiple packages with patient medications and they have been sent back multiple times damaged beyond use. This isn't the first time it happens. The last delivery we received, every medication was crushed and the pills were missing. The only thing GLS has told us is to file a claim and they will refund us. This is unacceptable and unprofessional. They allow their drivers to continue doing this with no repercussions.

  Business response

  07/03/2024

  Dear *****, 

  At GLS, we strive to deliver the best experience possible to our customers.  It is clear from your complaint we fell short on this commitment.  On behalf of GLS, we are sorry for the frustration and delay these service failures have caused, the issue has been escalated to GLS operations management for the coaching and training of the drivers responsible for delivering. These packages deserve to be handled with care for your patients and we want to ensure they will be next time. We appreciate you taking the time to let us know.  

*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. ↩