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:12/17/2024

  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.

  I ordered a pair of sneakers from ASICS and pandion was the shipper. My package has been sitting in the *********** warehouse for days now with no delivery date in sight. My tracking number is ***************** I would like this delivered promptly or my money back as it is a Christmas gift.

  Business Response

  Date: 12/17/2024

  To whom it may concern, 

  We are investigating the status of this delivery with our carrier and will update the customer in the next 24 hours.

  Best, 

  Pandion Customer Experience 

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22698247
  
  I am rejecting this response because:
  I need to know the update of my package which is a gift. Christmas is in 7 days I either need the package to be delivered or refunded
  Sincerely,
  
  ***** ******

  Business Response

  Date: 12/18/2024

  Copy of response sent directly to customer on 12/18: 

   

  Hello *****,
   
  On behalf of the Pandion Leadership Team, I offer my apologies for the poor delivery experience and the inconvenience this may cause. 
   
  After investigation, I unfortunately have to inform you your package is lost in transit. A full investigation as to what has transpired is underway, and action will be taken accordingly to prevent reoccurrence. 
   
  Please reach out to your retailer for a refund or replacement as this is not something we are able to support with. 
   
  Best, 
   
  ***** Pools 
  Head of Customer Experience & Success 
  Pandion 
   

• Initial Complaint

  Date:12/07/2024

  Type:Customer Service 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.

  Pandion is stealing packages and is extremely unreliable. I ordered items from Monday Swimwear and the package was supposedly delivered but was stolen by the delivery driver. I was refunded by the **************** and ordered my items again. Same thing happened. They say my package should be delivered by 3:59 pm December 7th and its 4:30 now with no response from their customer service as to where my package is. They have no number and are not responsive over email. Their customer service is a bot that cannot solve any issues. They know their employees steal packages and do absolutely nothing about it. I have read countless reviews online about this company stealing or mis-delivering their packages and it seems like there has been nothing done to change this reoccurring issue.

  Business Response

  Date: 12/08/2024

  To whom it may concern, 

  We are currently investigating what may have occurred this delivery and will contact the customer directly to resolve. 

  Best, 

  Pandion Customer Experience 

  Customer Answer

  Date: 12/08/2024

   
  Complaint: 22655255
  
  I am rejecting this response because:
  I want a guarantee that my package will be delivered. This is beyond frustrating and unacceptable. This business should have a customer service number, better tracking, and more reliable employees. I know I am not alone in this situation. There are countless reviews online of similar situations as mine. I want a real effort to be made and a guarantee of safe delivery of my package. 
  Sincerely,
  
  ***** ******

  Business Response

  Date: 12/10/2024

  To whom it may concern, 

  As we have already informed the customer directly, unfortunately her package got lost in transit. A full investigation and appropriate action towards this incident will be completed. 

  The customer is to contact her retailer directly for a refund or replacement. 

  Pandion Customer Experience

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 laptop from **** that was being shipped through Pandion. I originally tried to change the delivery address which was accepted by the carrier. However, on 12/4 I was told it was out for delivery today to my original address. At 8:01 I received a text saying my package had been delivered. The webstie tracking number says it was delicered at 5:26 p.m. it was not delivered to either address. Was not present on my neighbors' porch. I have contacted bith **** and Pandion, however the issue seems to be with Pandion. This was a $500 purchase and I expect my product and I do not expect false delivery information.

• Initial Complaint

  Date:12/04/2024

  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.

  A company I ordered from uses Pandion to deliver their product. The Pandion tracking shows they attempted delivery at 10:30 pm on December 3, 2024. And it also states delivery was refused. This is a lie. I was home at the time. I also have a doorbell camera. No one was at my door at that time on that date. Or within hours of that time. So delivery was not attempted. I want the product that Pandion did not deliver.

  Business Response

  Date: 12/04/2024

  To whom it may concern, 

  Pandion is investigating this situation and are in direct contact with the customer to resolve this issue. 

  Best, 

  ***** Pools 

  Head of Customer Experience & Success 

  Pandion 

  Customer Answer

  Date: 12/04/2024

   
  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.

  ***** with Pandion was on top of the situation and made sure the package was delivered to me today. I appreciate her diligence.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:11/20/2024

  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 a pair of shoes from ASICS. The deliver driver marked my shoes as delievered and the driver never got out the car to drop my packages off. I have cameras outside . The employees at Pandion should be investigated!!! I worked hard to order shoes and they are out here stealing packages?!!!!!!

  Business Response

  Date: 11/20/2024

  To whom it may concern, 

  On behalf of the Pandion Leadership Team, we apologize for the poor delivery experience.

  Unfortunately, this package is considered lost. To obtain a replacement or refund, please contact ASICS as the original vendor. 

  A full investigation of what transpired is underway and will be address accordingly. We will leverage the outcome of this investigation to further improve our delivery processes.

  Best, 

  Pandion Customer Experience 

• Initial Complaint

  Date:11/12/2024

  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.

  I had an order being delivered by this carrier. They delayed the delivery since 11/8/24. It was marked out delivery on 11/8/24 but the carrier claimed that they couldn't access my address. Then they kept rescheduling the delivery. I provided their customer service **** with instructions for delivery. I was advised that the carrier will make 4th attempt. At 6:14pm on 11/12/24 EST driver still failed to deliver my package. They falsely claimed that that delivery attempts were made. Since I have not received the package I request a full refund for this order.

  Business Response

  Date: 11/13/2024

  To whom it may concern, 

  Pandion is actively working to resolve this issue by ensuring successful delivery by end of day today, 11/13. 

  Should this not succeed, the customer should reach out to the vendor of the product to obtain a refund or replacement. 

  Best, 

  Pandion Customer Experience 

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22548150
  
  I am rejecting this response because Pandion didn't make any delivery attempt on 11/13/24 as stated in their response. The attached tracking shows that no delivery attempted or successful.
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 11/26/2024

  This message is in regards to Complaint ID: ********. The vendor has refunded my account and the package was delivered. This case be closed. Thank you!

• Initial Complaint

  Date:10/15/2024

  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.

  This company was used for delivery of products I ordered. I initially received a notification that my delivery was delayed for a bad address. I immediately reached out and double checked my address which was correctly inputted by myself when I placed my order. I heard back from them and was told that the driver was told it was a bad address - incorrect. Next day, same thing except it says that the driver was told no one lived in the home - once again false. I reached out and was told they attempted delivery but was told no one lived there, which was false. I have cameras all over my property and not once did someone approach my home. I reached out again after they ensured delivery, and nothing. I have yet to receive a response from this company and they have not attempted to rectify or issue any apology or attempt to deliver my order. It has been close to a week of fighting them, with no response or resolution. I have contacted a lawyer to help me with my options, and my lawyer asked for information on whom to contact in their delivery department, to which they gave a vague roundabout response. This company is an absolute joke. If you notice where you ordered from uses them, please cancel your order to save yourself the headache. I'm now down $80, fighting with them, and I just want my package.

  Business Response

  Date: 10/28/2024

  Please note this package was successfully delivered to the intended address on 10/17/2024 as the attached proof of delivery picture will validate. 

   

• Initial Complaint

  Date:09/17/2024

  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.

  I had an order being delivered by this carrier. They have delayed the order since September 14th. They have also not communicated despite urgency of merchandise. They further issues the property to ******** who then falsely claimed to attempt delivery, while I personally witnessed that delivery was not attempted. I have been given the run around by the shipper and lack of contact since. On further investigation I have learned that this is a common occurrence with the shipper and they often do not deliver but instead the merchant needs to reship the property with a different shipper due to thefts and lack of resolutions. I am in urgent need of my property and the shipper will not deliver nor communicate. I request delivery from the shipper or a refund of the misappropriated property.

  Business Response

  Date: 09/18/2024

  Hello, 

  Thank you for bringing your delivery experience to our attention. 

  Per your contact with our **************** team, the driver responsible for the delivery had trouble accessing the address. Since then you have provided us with access instructions which we expect will enable a successful delivery.

  Your package is currently out for delivery and should arrive by end of day. Please do let us know should this not be the case. 

  Best, 

  *********************;

  Head of Customer Experience & Success 

  Pandion 

   

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22299392
  
  I am rejecting this response because:
  
  The delivery driver (assigned to doordash) can no longer be contact nor tracked. The delivery driver has not moved since 10am and I have been informed that he has gone offline with the order and hence the order needs to be possibly cancelled because of this concern (misappropriation). I was told my order would arrive at 1pm and on this promise I have waited since. I still have not received the order and have now received this worrying report. The lack of customer care, communication and order fulfillment has been disappointing, worrying and costly. I still await my delivery.

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

  Customer Answer

  Date: 09/19/2024

  Good evening,
  
  I hope this email finds you well. I am contacting you in regard to an update to my issue with Pandion. The delivery was not made once again. I tracked the driver and waiting outside for 15 minutes while the tracker said he was 5 minutes away. A car entered the premises, made a U-turn and left. No one attempted delivery. I checked the tracking provided and received a notification that delivery was attempted but the the driver could not unlock the front door (where the only one is the one I was seated in front of) and hence left and returned my order. The same occurrence happened previously only that no car entered last time. I waited an additional 20 minutes and the update was the same. I contacted the business and got no help nor response. As this is a common thread with other customers who have had deliveries with **********************, I fear I have been subjected to the same treatment.
  I have attached the evidence I collected throughout. Additionally, I had a witness with me as well to corroborate the events that occurred, a neighbor in the same building. I truly do need my equipment for work. I am asking this merchant lets me do my job the way they are permitted to do theirs. If they cannot fulfill my order then may they please let another shipper deliver my property.
  
  Thank you for your time and efforts.
  
  Best regards,
  
  ******************************
  

  
  

  Business Response

  Date: 09/19/2024

  Hello *****, 

  We have been in contact through LinkedIn and I confirmed your package was successfully delivered today. 

  Please rest assured that your feedback on the delivery experience will be leveraged to constantly improve our processes. 

  Best, 

  *********************;

  Head of Customer Experience & Success 

  Pandion 

  Customer Answer

  Date: 09/19/2024

   
  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,
  
  Tanyaradzwa Magunje

• Initial Complaint

  Date:07/28/2024

  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.

  I ordered a limited pair of sneakers from ASIC.com that I cannot order again and I guess they used this company as there delivery service I followed tracking all the way to it got to *************** order suppose to had been delivered on 7/23 and it wasnt I contacted Pandion they informed me tat it will be delivered by end of business on 7/25 it wasnt i contacted them again and got a response on 7/26 late into the. Hours telling me my shipment was lost and it wont be found and to reach out to ASIC for a refund..with no explanation cannot talk to a human being because they dont offer a number and them not understanding that these were for my nephew thats been wanting these sneakers and I was finally able to order them and to have this company that I never heard of to just let someone and they company or they partners just steal my order is unacceptable..A item I cannot order again an item that now I have $250 wrapped up in for God knows how long into I get a refund from ASIC . And for this company to casually just say my item was lost stolen or damaged and they cant do nothing is wrong .now I have my money tied up I have to spend more money to try and find my nephew a gift and now I cant get him what he wanted because they are not available any longer is wrong .Ive never heard of this shipping company I feel like its a big scam I will be submitting a complaint with and against ASIC.com also..this company dont know what type of hardship they put on me with this and to nonchalantly in a email to basically say OH WELL is crazy

  Business Response

  Date: 07/31/2024

  To whom it may concern,
  
  We acknowledge the complaint submitted on 7/28/2024 with the ** of
  ******** on behalf of customer ***************************** regarding a ********************** delivery issue.
  
  The inquiry refers to an ASICS product delivered successfully to ********************************* address on 7/28/2024, as can be seen from the attached picture.
  
  Best regards,
  Pandion Customer Experience

• Initial Complaint

  Date:07/24/2024

  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 am writing to inform you about an issue I have encountered with a recent delivery to my apartment by Pandion pro couriers. On July 20, 2024, I placed an online order for a laptop, which was marked as delivered by Pandion Pro tracking company on July 24, 2024, at 11:31 AM. Unfortunately, I did not receive any notification or update about the delivery, nor was the package left in the designated package/parcel room or with the leasing office as per the apartment's delivery protocols.As I was not home at the time of the scheduled delivery, I would have appreciated being informed about the impending delivery so that I could have made the necessary arrangements to be present. The apartment community I reside in has a dedicated package/parcel room specifically intended for the delivery of such goods, which could have been utilized in this case.I have since filed a complaint with the local police department regarding the missing package. I have also attempted to reach out to the courier company, Pandion Pro, but their customer service channels are not easily accessible, and my online complaint registered a few hours ago has not yet been addressed.It is concerning to find that the courier company's FAQ section suggests contacting the retailer for a replacement in the event of a missing package, rather than taking responsibility for the delivery and investigating the matter. This seems like an irresponsible approach, especially given the high value of the item I ordered.

  Business Response

  Date: 07/26/2024

  To whom it may concern,
  
  We acknowledge the complaint submitted on 7/24/2024 with the ** of ******** on behalf of customer ***************************** regarding a ********************** delivery issue.
  
  The delivery in question is regarding a **** product, submitted to us on 7/21/2024 with a promised delivery date for the customer, *****************************, on 7/24/2024.
  
  This package was delivered successfully on the promised delivery date of 7/24/2024 to the customer's apartment door as can be seen from the attached picture.
  
  Best regards,
  Pandion Customer Experience