Complaints
This profile includes complaints for GLS US's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 90 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:11/20/2024
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.
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
Date: 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
Date:11/16/2024
Type:Customer Service IssuesStatus:UnpursuableMore 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'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
Date:11/13/2024
Type:Delivery IssuesStatus: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 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
Date: 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 Answer
Date: 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
Date: 12/23/2024
Dear *****,
Yes, we will reimburse the full amount that CarParts files a claim for.Customer Answer
Date: 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
Date:11/08/2024
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.
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
Date: 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 Answer
Date: 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
Date: 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 **************************Initial Complaint
Date:10/10/2024
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.
I was previously sent a check from the *** in *****, **. The check was sent to my grandmother's address & the delivery requested a signature upon receipt. Notification that a delivery was attempted was NOT left here. Your company returned the check to the ***. NO footage from my cameras supports anyone EVER came here in the last 30 days.CCC made contact with us recently & advised the return of the check. I advised CCC Wednesday would be a day when someone would be home the majority of the day to sign for the delivery of the ******** a result I received a delivery text from GLS *************) on 10/9/24 at 10:31 am indicating delivery was coming between 9:40 am and 10:10 am, ridiculous considering the notification was after the time the delivery window.I stil have NOT received by delivery!At about 1:30 pm I received a call from a female at *** advising me they could not make it by 12:30 pm, & she if someone would be there to sign later today. I was being registered and could not talk much. I told her someone would be back at the house in ten (10) minutes.Regardless, the delivery was not attempted or made ALL day.I called in when I came home, and some woman LIED to me by telling me they attempted a delivery at 9:50 am. I argued with her and advised her that we were her then and no one came to the house.Unfortunately, The LIE can be proved since I have a Ring door camera, and a front driveway camera. Neither show ANY delivery attempt ALL DAY. The footage is available for thirty (30) days if you which to watch the ALL day footage.If this check is NOT delivered first thing this morning, I am contacting EVERY agency that can provide assistance to us; and I am also notifying the sender, CCC, to advise them of your horrible delivery and customer service. Hopefully, going forward, they will chose to use another facility to deliver their packages.Business Response
Date: 10/15/2024
Dear Akiro,
On behalf of ***, we sincerely apologize for the delay of your delivery from the CCC. According to our records, your package with the tracking number ********* was delivered to you on 10/10/24 at 10:17 AM. Thank you for bringing this to our attention and we are sorry for the inconvenience this has caused you.Initial Complaint
Date:10/04/2024
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.
I ordered clothes from an online thrift store. I went online to check the status of my order and found that the delivery was not completed because they didnt have the building code. I contacted them to give the code and they said they obtained that info. the next day I went online to find that the box was sent to be returned. This company did not even bother to contact me via email or phone number to obtain information to help deliver my package. I had to contact them again and they said they werent even sure that the package was still there. Then, they were like come on 15 miles over to a city and you can only pick it up till 5:30 pm. In LA traffic, it is impossible to get somewhere 15 miles away in less than 30 minutes. I work till 5 pm. They were like you can pick it up on the weekend. I am super duper ******. What kind of delivery service is this?Business Response
Date: 10/07/2024
Dear Danielle,
We are sorry for the delay of your package and the frustration you went through when trying to track it. According to our records, your ThredUp package (Tracking Number: rhDTg1k1dTPJvfkUDICW) was delivered on 10/4/24 at 9:00am.Initial Complaint
Date:09/23/2024
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.
*** tried to deliver a package to my flat on 09/13/24. The package requires an adult signature and I was not home to sign. I immediately contacted GLS on 09/13/24 @ 1302 pm and arranged to have the package delivered on 09/20/24 between *******. I waited until 2100 and no package was delivered. I missed a day of work. I have contacted GLS no less than 8 times trying to find my package. I have never received a call or an email with any updated information. In fact, *** told me to contact the shipper and have them file a complaint in order to get my package delivered. Their customer services agents are dismissive, abusive, and do not offer any solutions. I just want my package. Their online tracking still shows my package is out for delivery on 09/20/24.Business Response
Date: 09/26/2024
Dear ******,
On behalf of ***, we sincerely apologize for the delay of your package and the lack of communication you received from our team. We do not want anyone to feel this way about our services, and we have been actively working to improve our customer service. According to our records, your package (Tracking #CA0W1648631) was delivered on 9/25/24 at 5:21 PM. Again, we are very sorry for the experience you had with us.
Initial Complaint
Date:07/24/2024
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.
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
Date: 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
Date:07/05/2024
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.
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
Date: 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 Answer
Date: 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
Date: 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
Date:06/20/2024
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.
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
Date: 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.
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