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:04/07/2025

  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.

  *** has held my package hostage for a week now with no updates. Last update was April 1. It is now April 7. They are one of the worst and most lazy shipping services possible. Everytime something gets sent through them it takes forever or goes missing. I want my packages in a reasonable time frame which they fail at doing. I will be very unhappy if they've somehow lost this package.

  Business Response

  Date: 04/08/2025

  Greetings Phoenix,
  
  Thank you for contacting DHL eCommerce. We are sorry that you have not received your package. I have researched the tracking number provided and can confirm we only received a data file for the package on 4/1/25 (hence the ENROUTE status scan). I have checked holds, damages, and returns and found nothing to indicate ***** received the physical shipment for processing. With no valid tracking scans, I am unable to provide any additional insights/information at this time.
  
  *****************************************************************************
  Apr 01, 2025
  EN ROUTE TO DHL ECOMMERCE DISTRIBUTION CENTER OR AWAITING PROCESSING
  04:09 PM CT, ************, **, **
  
  With no further tracking updates available, it is recommended to contact the seller (merchant) for any further grievances. They can take any necessary steps per our contractual agreement. We apologize for the inconvenience that this has caused.
  
  Sincerely,
  DHL eCommerce Team

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23174254
  
  I am rejecting this response because:
  

  DHL is useless and doesn't want to accept responsibility for losing and stealing packages. They are the worst shipping company in the world.

  Sincerely,
  
  Phoenix Pennycook

  Business Response

  Date: 04/09/2025

  Greetings Phoenix,
  
  We are sorry that you have not received your package. The tracking number provided only shows a data file for the package was received by the seller/merchant; telling us that a package is on the way. Until we receive the actual physical package for processing, the package scan status will stay in (ENROUTE). We have yet to receive that package, with no valid tracking scans we are unable to provide any additional insights/information.
  
  *****************************************************************************
  Apr 01, 2025
  EN ROUTE TO DHL ECOMMERCE DISTRIBUTION CENTER OR AWAITING PROCESSING
  04:09 PM CT, ************, **, **
  
  Due to the time frame lapse and no event scans, we recommended to contact the seller (merchant) for any further grievances. They can take any necessary steps per our contractual agreement. We apologize for the inconvenience that this has caused.
  
  Sincerely,
  DHL eCommerce Team

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23174254
  
  I am rejecting this response because:
  

  They should've received it by now and it's unacceptable.

  Sincerely,
  
  Phoenix Pennycook

  Business Response

  Date: 04/10/2025

  Greetings Phoenix,
  
  I have reviewed the tracking details, and can see updated scans of the shipment being received. However it appears to have run into delays within the *** network during processing, which caused the delay. This is not an excuse but an explanation of the causes. Processing can be impacted by volume which can exceed determined counts on any given day, due to transport issues from origin to destination facility, weather, mechanical breakdown etc... which may require the processes to be altered for FIFO (first in/first out). I hope this was helpful.
  
  We apologize to you for the delay. You can continue to follow its movements online using the link below.  
  *****************************************************************************
  Apr 10, 2025
  PROCESSED
  09:26 AM CT, ************, **, **
  
  Due to the time frame lapse, we recommended to contact the seller (merchant) for any further grievances. They can take any necessary steps per our contractual agreement. We apologize for the inconvenience that this has caused.
  
  Sincerely,
  DHL eCommerce Team

  Customer Answer

  Date: 04/10/2025

   
  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,
  
  Phoenix Pennycook

• Initial Complaint

  Date:03/12/2025

  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.

  The ************ DHL location has not tendered my package to **** as agreed upon. There have been severe delays for both mine and others packages; for no obvious reason packages have been sitting in their warehouse for weeks at a time.

  Business Response

  Date: 03/14/2025

  Greetings *******,
  
  We are sorry that you experienced this unfortunate delay. We have reviewed the tracking information and researched the shipment details which indicates the package was received, processed and departed the ************ facility on 2/13/25. The package had experienced a service/transit delay within the *** network. However, the available information does not provide any insight into the specific reason for the delay. We cannot guarantee delivery dates as they are estimated. Many other factors come into play which can cause delays including: weather, transport issues, damaged packages, packages lost in transit and mechanical problems. Either website *** or **** will not receive any further updated tracking information until the package reaches its next destination for additional package scans. 
  
  *******************************************************************************************
  
  However, tracking is showing a successful delivery by ****: Delivered, *************, ***********, SC *****, February 22, 2025, 11:10 am. With no further tracking updates available, we advise to contact the seller (merchant) for any further grievance; and they can take any necessary steps to provide you with further options of assistance. We apologize for the inconvenience that this has caused.
  
  Sincerely,
  DHL eCommerce Team
  
  

• Initial Complaint

  Date:02/21/2025

  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 package from **** and it was delivered by *** they never delivered a package never provided proof they even dropped it off I have had multiple times where *** will lie and say they delivered a package and did not today I ordered the same package again through Amazon and of course DHL was suppose to delivered it and again no package spend money twice and havent received the package from e bay or ******.

  Business Response

  Date: 02/24/2025

  Greetings ******,
  
  We are sorry to hear that you are having delivery issues. ***** does not play a role in the delivery or return process. *** works in partnership with **** for local door-to-door deliveries to your mailbox. Once *** turns the packages over to the **** sorting facility, it enters their delivery network and is routed to your local post office, which is usually when the next package scan will occur. Either website *** or **** will not receive any further updated tracking information until that time. Visibility on a consumers package is limited on our end until we get that scan from the local post office. 
  
  We reviewed the tracking#********************** and researched the shipment details: Delivered, Front Door/Porch, **********************, February 21, 2025, 11:49 am. (Per ***** Indicates approval Tracking Number
  **********************. Based on our records, the geolocational data associated with this package indicates that it was delivered to the intended address).
  
  It is recommended that you inquire with other individuals that receive mail at that address; to see if someone inadvertently retrieved the package. If you are reporting non-receipt, or suspect mail theft, contact your local post office for assistance, or report the suspected theft online at: ************************************ or call **************.
  
  We recommend contacting the merchant for escalated assistance. Per their contractual agreement with ****** for claims, they can initiate any further investigations necessary and should provide you with further options. We apologize for any inconvenience that this has caused.
  
  Sincerely,
  DHL eCommerce Team
  
  

• Initial Complaint

  Date:02/12/2025

  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 an item from a company that ships ***. My package has been sitting at the *** distribution center since 1/13/25 (the original delivery date was 1/15/25). I called *** on 1/21/25 and they told me **** had the package and the **** says that *** has the package. Their is no email or phone number to reach the *** distribution center in ********. I understand packages run late, I just want to make sure it is not lost since it has been sitting there for almost 10 days with no movement. I contacted the business I purchased my items from and I did get shipping insurance, however, I would like my package instead of a refund. I am just looking for it to be shipped from ********, **.

  Business Response

  Date: 02/13/2025

  Greetings Madison,
  
  We are sorry that you have not received the package. We reviewed the tracking information and researched the shipment details which indicates the package is experiencing a service delay in transit to its next destination. However, the available tracking information does not provide any insight into the specific reason for the delay. Either website *** or **** will not receive any further updated tracking information until the package reaches its next destination for additional package scans. Since the package has not received any package scans or updates from ****, we are not able to provide any additional information. There are times when an individual package may be delayed during processing and transit; and there is no clearly identifiable explanation. This appears to be one of those cases. Our customer service guidelines deem a claim should be filed for this package. 
  
  Due to the time frame lapse and no event scans, we recommend contacting the seller/merchant to see if they can offer any options of assistance for the non-delivered package. They can take any necessary steps to file a claim with us per our contractual agreement. Sorry for any inconvenience experienced.
  
  Sincerely,
  DHL eCommerce Team 

• Initial Complaint

  Date:02/07/2025

  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 Fashion Nova on Jan 19th, 25 and they selected *** as the courier to deliver the package to ****. As of Jan 24th, 25, *** has lost my package and will not respond to my requests for where my package is and will it will ship. I want my package asap and if I have to drive to get it, I will.

  Business Response

  Date: 02/10/2025

  Greetings Butterfly Heart,
  
  We are sorry that you have not received the package. We have reviewed the tracking information and researched the shipment details which indicates the package is experiencing a service/transit delay. However, the available information does not provide any insight into the specific reason for the delay. Either website *** or **** will not receive any further updated tracking information until the package reaches its next destination for additional package scans. Since the package has not received any tracking scans or updates from ****, we are not able to obtain any additional information. There are times when an individual package may be delayed during processing and transit; and there is no clearly identifiable explanation. This appears to be one of those cases. 
  
  Due to the time frame lapse and no event scans, we recommend contacting the seller/merchant to see if they can offer any options of assistance for the non-delivered package. They can take any necessary steps to file a claim with us per our contractual agreement. Sorry for any inconvenience experienced.
  
  Sincerely,
  DHL eCommerce Team 
  
  

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22911304
  
  I am rejecting this response because:
  
  Sincerely,
  
  Butterfly Heart

  Business Response

  Date: 02/11/2025

  Greetings Butterfly Heart,
  
  This package last scan was 1/24/25 2:09 PM ET, TENDERED TO DELIVERY SERVICE PROVIDER, ALLOW 1-3 DAYS FOR UPDATES FOR PACKAGES WITHIN THE **
  02:09 PM ET, ********, **. The shipment details indicate the package is experiencing a service/transit delay. Without further tracking scans or updates, we are not able to obtain any additional information. We would deem the package now outside of your delivery window and would deem it lost.
  
  We recommend contacting the seller/merchant to see if they can offer any options of assistance for the non-delivered package. They can take any necessary steps to file a claim with us per our contractual agreement. Sorry for any inconvenience experienced.
  
  Sincerely,
  DHL eCommerce Team 

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22911304
  
  I am rejecting this response because:
  
  Sincerely,
  
  Butterfly Heart

   

  Dhl has done this before, they have numerous complaints and my package was in their possession so they owe me a refund!!

• Initial Complaint

  Date:02/06/2025

  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.

  This concerns DHL eCommerce Tracking Number ******************************. The package associated with this tracking number was shipped with DHL eCommerce on December 17, 2024 from ****, ****. On December 26, 2024, the package arrived at the *** facility in ********, ********, where it has been for just over a week, with no updates of any kind. ***'s website claims that the package will be delivered on January 4th, which I highly doubt. (It was supposed to be delivered in December of 2024.) I have attempted to contact *** Customer Support via email twice. The website claims that I will receive a response in ***** hours. I sent the first email on December 31st, and never received a response. I do understand that Christmas was only one week ago, and New Years was a mere four days ago. (I know for a fact that *** was working just after Christmas, as their trucks often use the parking lot of my employer for one reason or another, not to mention the *** trucks I see on the road all the time.) However, I fail to understand how it takes over a week to "Tendered to delivery service provider, allow 1-3 days for updates for packages within the **." The delivery service provider in this case appears to be the ****************************, since the tracking number works on the **** website. However, ****'s website states that they are still awaiting the item. (I have reached out to the **************************** to see if they can help in anyway, but have yet to hear back from them.)

  Business Response

  Date: 02/07/2025

  Greetings *******,
  
  We are sorry that you experienced this unfortunate delay. ***** (bulk logistical shipper) works in partnership with **** for local door-to-door deliveries to your mailbox. We cannot guarantee delivery dates as they are estimated, as so many other factors come into play once we hand off the packages to ***** The *** (Turn-Around-Time) for Ground shipments calls for delivery within 3-8 business days from the date the package is received at DHL eCommerce (DHLeC). The actual *** (Turn-Around-Time) may be extended if a Sunday or postal holiday falls within the estimated delivery period. I have reviewed the tracking information and researched the shipment details which indicates the package had no delivery issues.
  
  Per **** the package was: Out for Delivery, MILFORD, DE *****, January 4, 2025, 7:55 am. They posted a NOTICE LEFT (BUSINESS CLOSED). Final scans shows: Delivered, Front Desk/Reception/Mail Room, MILFORD, DE *****, January 7, 2025, 3:22 pm.
  
  We recommend contacting your seller (merchant) of the package if you have any further grievances, and they can take any necessary steps to provide you with further options of assistance.
  
  Sincerely,
  DHL eCommerce Team

  Customer Answer

  Date: 02/10/2025

   
  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:01/15/2025

  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.

  My package has been sitting in ********* ******** since January 8th. I'm trying to call your hotline to talk to a human about finding the package but it wont let me get past your robot voicemail which keeps asking me for a 10 digit tracking number. but the tracking number ****** brothers gave us is way more than 10 digits! this is ridiculous. its because its dhl ecommerce. why is this so difficult? please ammend your voicemail system to rectify this. Please help me find my package and let me know why its been sitting in ******** since January 8th. The bad weather has already subsided. It's now January 14th. DHL eCommerce #****************, Delivery by **** **********************, Customer Confirmation # **************

  Business Response

  Date: 01/15/2025

  Greetings ******,
  
  Thank you for sharing your experience when calling in to get information on the package. It appears you may have reached our sister company *********** as they require a 10-digit number for reference. ***** customer service number is ************ for future reference.
  
  We are sorry that you have not received your package. We have reviewed the tracking information and researched the shipment details which indicates the package is experiencing a service/transit delay. However, the available information does not provide any insight into the specific reason for the delay. Per ***** Alert, Processing Exception, Regional Weather Delay, January 8, 2025, 1:33 pm. Your shipment has potentially been delayed due to weather conditions.
  **************************************************************************************
  
  DHL will not receive any further updated tracking information until the package reaches its next destination for additional package scans. Since the package has not received any tracking scans or updates from ****, we are not able to obtain any additional information. 
  
  Due to the time frame lapse and no event scans, we recommend contacting the seller/merchant to see if they can offer any options of assistance for the non-delivered package. They can take any necessary steps to file a claim with us per our contractual agreement. Sorry for any inconvenience experienced.
  
  Sincerely,
  DHL eCommerce Team 
  
  

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22811189
  
  I am rejecting this response because: your whole system is way too confusing and is in dire need of amending. Even if its your sister company, you need to make it more transparent to the customer the exact company that they need to contact. Because they see the name *** and they try to contact *** only for *** to be like hey its not our responsibility. What a joke. Not only does *** say its not their responsibility (wrong company) but then they say bad weather, which has subsided for over a week now, then they say its **** fault. What a nightmare experience.

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

  Business Response

  Date: 01/17/2025

  Greetings ******,
  
  I am very sorry for the issues surrounding the delivery of these parcels, I understand it can be frustrating when your shipments run into problems. The seller/merchant is responsible for setting shipping expectations and supplying their consumers with the tracking numbers and information for your shipments. 
  
  ***** (logistics partner) works in partnership with **** (local final mile delivery partner) for the local door-to-door deliveries to your mailbox. Either website *** or **** will not receive any further updated tracking information until the packages next physical scan. Visibility on a consumers package is limited on our end until we get the next scan from ****. It is unfortunate that we can only provide tracking information up until that point, and not at all an excuse as to why a consumers package is delivered beyond their delivery window. We do our best to move a package within the expected delivery window once the package is picked up from the seller/merchant. However, we cannot guarantee it as so many other factors come into play once the package is in transit to **** i.e: weather, transport issues, sort facility capacity, mis-sent issues, packages lost in transit, scratched barcodes, damaged packages, mechanical issues, carrier mishaps etc
  
  We recommend contacting your seller (merchant) of the package if you have any further grievances, and they can take any necessary steps to provide you with further options of assistance. We apologize for the inconvenience that this has caused.
  
  Sincerely,
  DHL eCommerce Team
  
  

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22811189
  
  I am rejecting this response because: this response doesnt address the core issue. If a customer buys something from ********************* and the tracking says ***, you assume *** is the responsible party. It's a rude awakening when you call DHL only to be told oh sorry "dhl ecommerce handles this, not dhl". What is the difference?! you dont make that very clear on your website. It was like navigating a maze trying to navigate this situation with your company. I should be able to pick up the phone and have *** deal with it instead of being told "dhl ecommerce handles this". You confuse the customer with all these different sects. that needs to be remedied immediately on your website to better and more efficiently serve the client, to avoid all this confusion. It's also a rude awakening when you think "dhl" aka "dhl ecommerce" is handling this whole thing only to find out they're passing the buck to an extremely incompetent shipping partner: ****. Bad experience all around. Poorly handled customer service.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:01/10/2025

  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.

  On January 2 I ordered a product from ******** nutrition in ******** NY aka advanced nutrition They allegedly processed the order and placed the order with DHL Express for delivery to date they have failed to deliver They first claimed numerous times a delay in delivering the order that it is enroute this is over 3 days already The store location is in the same city ( ***) When prseed for a real answer they falsely claimed they couldn't deliver to. My address and left a note Several witnesses including if necessary obtaining video proof from the commercial premises next door that no *** vehicle ever stopped at this location attempted a delivery etc Other carriers deliver packages everyday without a problem to this location in addition when placing the order a valid phone # was provided . Additionally after trying to verify where the shipment is they provided a false non existent tracking # It is my allegation that either *** lost the package or the package was stolen by one of their employees

  Business Response

  Date: 01/13/2025

  Greetings ****,
  
  Thanks for contacting DHL eCommerce. We have reviewed the tracking information and researched the shipment details which indicates the package had a delivery issue. The package was scanned Notice Left (No Secure Location Available) ******************, January 8, 2025, 4:55 pm). **** has posted a notice on their website: Reminder to Schedule Redelivery of your item, January 13, 2025. The best course of action is to reach out to the local post office as soon as possible to see if the package is still available for collection to avoid return for unclaimed.
  
  **************************************************************************************
  Delivery Attempt
  Reminder to Schedule Redelivery of your item
  January 13, 2025
  
  We recommend if after contacting **** and they are unable to assist you to contact your seller (merchant) of the package if you have any further grievances, and they can take any necessary steps to provide you with further options of assistance.
  
  Sincerely,
  DHL eCommerce Team

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22791284
  
  I am rejecting this response because: The response is a lie There was never any initial delivery attempt worse yet they are now trying to claim the gave the order to ***** **** has no record of this order **** deliver regular mail and packages  on a daily basis so fo other carriers aside from which the retailer told a different story The probable real story is DHL either lost or stole the order and is trying to place blame on everyone and anyone else IF **** in reality actually had the package they would have delivered the package & if they weren't successful would have placed a notice in my mail box which up to & including today no such noptice has been received I had to repurchase my  order from another place which actually delivered my order to my door and  they delivered my order on the day promised.Even though they are not an overnight carrier like dHL Stop lying stop making excuses and compensate me for my losses
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 01/15/2025

  Greetings ****,
  
  DHLeC does not play a role in the delivery or return process. DHL eCommerce works in partnership with **** for local door-to-door deliveries to the recipient mailbox. Once ***** tenders the packages over to the **** sorting facility, it then enters their delivery network, and is routed using the best network sort facility and terminal location to handle that package from origin to its final local delivery post office.
  
  This package was in the possession of ***** the final delivery tracking number is a ***** ******************************. As the tracking scans indicate the package had a delivery issue. **** has posted a notice on their website: Reminder to Schedule Redelivery of your item, January 13, 2025. 
  **************************************************************************************
  
  We recommend to contact your seller (merchant) of the package if you have any further grievances, and they can take any necessary steps to provide you with further options of assistance.

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22791284
  
  I am rejecting this response because: it is a poor bs excuse. Your client chose for whatever reason *** to deliver the package not **** Therefore it is and was your responsibility if you were careless enough or for whatever reason chose to subcontract afterwards with **** is not my problem If I hire someone else to perform work     in my place I am still responsible unless The client separately agrees to a contract with the other person or company simple as that They hired *** not **** and The *** provided a tracking  # in which you claimed fraudulently attempted delivery on your end when no such attempt was made and you admit same. Your excuse is you subbed it to **** you can sub it to the Nigerian postal service for all I care You were he one hired and tasked with the delivery  you then sent it to your central facility in ** instead of a local facility or arranging for one of your own employees to complete the job you were hired to do. After failing to do so several days later you gave the false excuse of a non existent snow storm at no point in time did you indicated that same was transferred to another carrier instead a fraudulent non existent tracking # was used you screwed  up you are responsible!
  
  Sincerely,
  
  **** *******

• 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.

  I ordered glasses and had them shipped express to receive them within 3-5 days. They were to be delivered on the 23rd of December 2024 at the latest. They were officially shipped on the 23rd per *** tracking. As of the 27th all the tracking says is they are in transit and at the ********* e-commerce building. I tried to call their customer service and the call bot stated they had higher call volume and hung up on me. I cant even drive to the e-commerce building to pick them up and need them to work. 3-5 business days is turning into a full 15 days since ordering and I am unable to contact the company to find my package at all.

  Business Response

  Date: 01/06/2025

  Greetings Jordan,
  
  We are sorry that you have not received the package. We have reviewed the tracking information and researched the shipment details which indicates the package is experiencing a service/transit delay. The available information does not provide any insight into the specific reason for the delay. There are times when an individual package may be delayed during processing and transit; and there is no clearly identifiable explanation. This appears to be one of those cases (maybe due to the Holiday Peak Season). Tracking is showing that the package is: Out for Delivery, Expected Delivery by 9:00pm, ************************, January 6, 2025, 6:10 am.
  
  However, If you do not receive your package, we recommend contacting the seller/merchant to see if they can offer any options of assistance for the non-delivered package. They can take any necessary steps to file a claim with us per our contractual agreement. Sorry for any inconvenience experienced.
  
  Sincerely,
  DHL eCommerce Team

• Initial Complaint

  Date:12/04/2024

  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.

  My package from Extra Value checks was sent to *** at this location on November 21. It is supposed to be transferred to **** for final delivery to me. I have tracking numbers for everything. To date, it is still stuck at this location. This is ridiculous. I want my package!

  Business Response

  Date: 12/06/2024

  Greetings ****,
  
  We do apologize that you have not received the package when expected. I have researched the tracking number provided **********************, and can confirm we received data for the package from the seller/merchant. I have found nothing to indicate *** received the physical shipment for processing. With no valid tracking scans, I am unable to provide any additional information at this time. 
  
  Because of the sensitive nature of the package we recommend you contact your merchant/seller Extra Value Checks as they have policies and procedures in place to assist with these check issues. Contact them for escalated assistance, so they can initiate any further investigations necessary, and should provide you with further options. We apologize for any inconvenience that this has caused.
  
  Sincerely,
  DHL eCommerce Solutions Team