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:06/10/2025

  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.

  The company that I ordered something from used this company to deliver it I noticed that my address was not included in the delivery just mycity and state. Ive made several attempts to contact the company several times. They just send you to a bot that doesnt help you at all. no listed phone number when you finally find one no one answers the phone. Its impossible to get a hold of this company and to get someone totalk to you About your parcels to fix any problems. Its like theyre a ghost company. They only pretend to work for you.

  Business Response

  Date: 06/14/2025

  Hello and thank you for the opportunity to respond to this complaint.  I understand Mr ******* frustration; however, as he indicated, this parcel did not have a correct address and therefore not possible for us to deliver.  Mr ***** is not our client - our client is the merchant.  We are contractually and legally prohibited from altering a parcel's address label without client consent.  It is recommended Mr ***** contact the merchant, correct the address, and arrange from re-delivery.

   

  Regards,

   

  **** *******

  ACI Consumer Experience Center

  Customer Answer

  Date: 06/16/2025

   
  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:06/09/2025

  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 parcel was ordered on may 10th 2025. I paid around $200. It was shipped from ***** and a random shipping partner was chosen, which is ***. Through **** tracking, It says has arrived at the shipping partner *** but has been sitting there for 6 days and **** is still waiting for the item. I have looked at reviews and seen that there is many problems with this company.

  Business Response

  Date: 06/14/2025

  Let's start with the good news, Mr Nelson's parcel was delivered by US Postal Service as intended.

   

  As Mr Nelson pointed out, this parcel traveled from China, went through airport customs, cleared through a bonded warehouse, arrived at ACI LAX, then was tendered to USPS for delivery in Idaho.  That is a long journey.  It is unfortunate Mr Nelson felt compelled to complain on BBB and suggest ACI was somehow complicit on untoward activity relative to his parcel.  We are nevertheless glad for the successful delivery by USPS.

   

  Regards,

   

  Paul Brunner

  ACI Consumer Experience Center

   

• Initial Complaint

  Date:05/28/2025

  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 product was not delivered and faces continuous unreasonable delays. It departed the hub facility in ** on 5/12 only to be returned 10 days later. I still have not received it, even though I am in MA and I ordered it more than 20 days ago. This is despite the fact that totally shipping time is only supposed to be 7-15 days. I require this package, it is a dress for my college graduation and I am a first generation ********** student, so this means very much to me. The tracking number I was given by the company I bought from (cyflymder) is 3A5V726720661, and by plugging the value into a universal parcel tracking site, it is possible to see that the order should be fulfilled by ACI Logistix. Since it was able to arrive to their facility in a reasonable time frame, I am assuming the issue is on their end since before going into their hands the process was moving smoothly

  Business Response

  Date: 06/01/2025

  Hello and thank you for the opportunity to respond to this complaint.  First and most important, the tracking number provided by Ms *** is not affiliated with ACI.  It does not conform to any tracking number length, character usage, or valid details.  It could be a tracking number for a different carrier entirely.  I have included my contact information below and ask Ms *** to contact me directly if she has a valid ACI tracking number and I will assist personally.

  Second, none of the detail and photos provided by Ms *** show ACI possession scans.  I see several customs related events and deduce this parcel traveled internationally in the first week of May, coinciding with the May 2nd tariff situation and resultant customs delays.  Again, these delays occur prior to receipt and delivery by ACI.

   

  Regards,

   

  **** *******

  *************************************************************

  ACI Consumer Experience Center

   

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair 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.

  My package tracking number is ACI2312004102100000042100021319852. I ordered a package that was shipped on 5/9/25 and it still has not arrived as of 5/23/25. The last shipping update was on 5/16 where an attempt to deliver was claimed at 5am. I have heard nothing since then. I've opened up a ticket with ***, ticket number ****** on 5/19, but nobody has yet responded. I cannot get in contact with a representative. I need my package delivered ASAP, and I have no idea where it is.

  Business Response

  Date: 06/14/2025

  Hello and thank you for the opportunity to respond to this complaint.  Mr. ******** parcel was delivered on 5/30/25 at 9:58 AM.

   

  I can see from the tracking details multiple delivery attempts.  We do attempt delivery up to 3 times before redirecting the parcel through US *************** at our cost.  I am not privy to the driver's determination of personal or parcel safety in the initial, unsuccessful delivery attempt.

   

  Regards,

   

  **** *******

  ACI Consumer Experience Center

  Customer Answer

  Date: 06/16/2025

   
  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:05/27/2025

  Type:Sales and Advertising 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.

  Last week, I had tried reaching out to *** about a mistake I made on a purchase. I had put in 1322 instead of 1321 for my address. Since then, the item has been stuck in transit in a facility. I tried reaching out for support, but all I was met with was a chat bot who eventually stopped answering me. I just want my package. Im willing to make arrangements with my family to pick it up if its at a place, as I cant drive.

  Business Response

  Date: 05/27/2025

  Hello and thank you for the opportunity to respond to this complaint.  To be honest, I am not sure why this is a complaint.  Mr ***** states the parcel was given an incorrect address and as a result we are unable to deliver.  Mr ***** is not our client.  Our client is the merchant from where he made this purchase and it is against both our and the merchant's policies to alter an address once it is en route.  This parcel has been returned to the merchant.

   

  Regards,

   

  **** *******

  ACI Consumer Experience Center

  Customer Answer

  Date: 05/28/2025

  I had reached out to you guys on several occasions about the address update (which WAS still an option on your website). It was being held at an undisclosed facility (which I wouldve been more than willing to travel to, as the **** has similar options). But perhaps I shouldnt see what the issue is. 

  And with how unpolished the website was, I couldnt communicate with the supposed chats. The chatbot was useless, the social media pages have their comments closed, which means theres no real way to communicate with a real person. This was the only option I had left, but perhaps I shouldnt see what the issue is.

  Cant say Im satisfied with this response, but I reached out to the merchant, and they were more than willing to sort things through with me. They are truly reliable 

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

  Business Response

  Date: 06/04/2025

  On behalf of ACI Logistix let me first sincerely apologize for this experience -this is not what we endeavor to achieve for our clients or their consumers.  We review every consumer interaction and believe each is an opportunity to learn and improve.  Every encounter is logged, ticketed,categorized, and reviewed by our ************************** whether the engagement is with Atlas (our GenAI, fully interactive assistant) or with live CEC teammates. 
  
  I also want to ensure Mr ***** that we continue to invest heavily in improving the consumer experience: adding staff, around the clock coverage, and constantly seeking opportunities to improve supporting technology.

  Unfortunately there is no parcel ID that I can research for Mr ************ We also do not allow recipients to retrieve parcels from our facilities.  I have included my email address below and would be quite happy to personally assist Mr ***** with his issue.

   

  Regards,

   

  **** *******

  *************************************************************

  ACI **************************

• Initial Complaint

  Date:05/22/2025

  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 have a package that has been sitting in their warehouse for roughly three weeks now, with no resolution. They received the package on May 4th and have made no attempt to complete the shipment out of ******** and to *********. The package was last in their ************, IL facility per the tracking information that was provided. They have zero contact information to contact a human, and have not responded to the tickets I have submitted with their online portal. The package is valued at around $200.

  Business Response

  Date: 05/28/2025

  Hello and thank you for the opportunity to respond to this complaint.  This delay is unacceptable.  In this part of ********* we partner with ******** for delivery and have opened an investigation.  I have also reached out personally to Ms *** to arrange for further action.

   

  Regards,

   

  **** *******

  *************************************************************

  ACI Consumer Experience Center

   

• Initial Complaint

  Date:05/07/2025

  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.

  ACI Logistix delivery driver delivered my PERSONAL package to a ********* How does that even happened when it is not the same address or street?! Only the city, state, & zip are the same. I have attempted to reach out for days until I did my own investigation & found it myself, but was too late. ****** decided to give it to a **** mail carrier now my package is likely lost forever & I wanted it. I have absolutely no way of speaking to anyone at aci and Im devastated. **** said they are returning to ********** am too late. Had aci had anyone to help me, it wouldve been found in time. I want my package. I cant believe how disastrous the people they hire to deliver are, where do they find them to not read a label?! Please return my package and deliver to me.

  Business Response

  Date: 05/11/2025

  Thank you for the opportunity to respond to this complaint.  Yes, this is a total miss by us!  I can confirm that our Consumer Experience team has already engaged with Ms ****** to assist with next steps.  I have inserted confirmation I received on this. 

   

  "We have reached out to [Ms ******* and confirmed that the package was deemed lost. It does seems to have been delivered to ******* which is also the next establishment to her address, albeit facing the opposite direction.I assume the *** table where the package was dropped off looks like a ****** CS counter. I am surprised that ****** accepted the delivery in the first place."

   

  Regards,

   

  **** *******

  ACI Consumer Experience Center

• Initial Complaint

  Date:05/06/2025

  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 have a package that was marked as out for delivery at 2:41 pm on April 30th. It is now May 4th and I have yet to receive my package. My tracking number is **************************. There has been zero change to the tracking information which tells me that delivery was not even attempted. I have NEVER dealt with a package that was out for delivery for 4+ days. Given the lack of updates to my packages tracking, im going to assume that the driver in charge of delivering my package stole it. ACI Logistix has no way to contact them beyond a useless automated chat. Incredibly unprofessional. An absolute scam of a company.

  Business Response

  Date: 05/07/2025

  On
  behalf of ACI Logistix let me first sincerely apologize for this experience -
  this is not what we endeavor to achieve for our clients or their
  consumers.  We review every consumer interaction and believe each is an
  opportunity to learn and improve.  Every encounter is logged, ticketed,
  categorized, and reviewed by our Consumer Experience Center – whether the
  engagement is with our AI powered chat functions or with live CEC
  teammates. 

   

  In Ms Estrada's region we partner with DoorDash for local delivery. I can see additional activity on this parcel in looking at both our internal system and DoorDash's.  I will reach out to Ms Estrada personally and assist with this parcel delay.

   

  Regards,

   

  Paul Brunner

  [email protected]

  ACI Consumer Experience Center

   

  
  

  Customer Answer

  Date: 05/17/2025

   
  
  Complaint: 23285677
  
  
  
  I am rejecting this response because:
  

  A customer service representative reached out to me claiming that they would look into the status of my package, which was apparently passed onto a third party delivery service for final delivery. It’s been over a week and I have yet to receive any response regarding what happened with my package or what can be done to resolve the issue. Judging by their refusal to take accountability or provide any actual solution, it is clear that this company does not care about their customers. ACI Logistix is untrustworthy and unreliable and I would advise anyone to avoid purchasing from merchants who ship through this carrier, especially considering the fact that they use doordash to deliver their packages which means if anything goes wrong your SOL. In the end my issue was unresolved and i am now out almost $100. 
  

  Sincerely,
  
  
  
  Jessica Estrada

  Business Response

  Date: 05/23/2025

  I am very sorry for Ms Estrada's poor delivery experience.  As mentioned in the original response, our delivery partner in her region is DoorDash and we opened an investigation with them.  We certainly take allegations of theft very seriously.  As Ms Estrada lives in an apartment building I do see driver notes that the driver was unable to access the building's interior.

   

  When delivery cannot be completed we re-direct parcels to US Postal Service who has a much better success rate with the more difficult to access addresses, like Ms Estrada's.

   

  Regards,

   

  Paul Brunner

  ACI Consumer Experience Center

  Customer Answer

  Date: 06/05/2025

   
  
  Complaint: 23285677
  
  
  
  I am rejecting this response because:
  

  That is not true as prior to this, I received several packages through aci logistix/doordash and not once did the delivery driver ever care to attempt to enter my building. They ALWAYS left my package at the front door where access is not needed. Furthermore, if they really wanted to access the building, I have an intercom system which means the driver could have easily paged me and I would have gladly unlocked the interior door. If the claim that driver failed to deliver my package due to inability to access my building was true, the tracking would reflect that. However, tracking lists no delivery attempts whatsoever. So where is my package? Because I certainly don’t have it, nor does USPS. It’s been over a month. Bottom line is this company outsources to third parties and then refuses to take accountability when packages go missing. Paul also conveniently only bothered to reply through BBB and completely ignored me via email when I asked for an update regarding my package. It seems that this company is more interested in saving face on this site than actually providing decent customer service.

  
  
  Sincerely,
  
  
  
  Jessica Estrada

  Business Response

  Date: 06/14/2025

  I understand and appreciate Ms Estrada's frustration.  We have escalated this previously with DoorDash, our in-market delivery partner.  Ms Estrada references intercom usage to reach her in order to unlock the building; however, I do not see this indicated in any notes or delivery instructions so it is unclear how the driver would know this.  

   

  Regards,

   

  Paul Brunner

  ACI Consumer Experience Center

  Customer Answer

  Date: 06/26/2025

   
  
  Complaint: 23285677
  
  
  
  I am rejecting this response because:

  Nothing was ever escalated to doordash because I was never contacted by doordash or provided with follow up info from ACI logistix regarding what happened to my package. The claim that it was not delivered due to inability to access my building is a lie. As previously stated, no delivery attempts were made according to my tracking. Drivers do not have to enter my building to deliver packages, in fact, every other ACI Logistix driver has left my packages at the entrance where access to the interior is not needed so why was this case different? There was also no way to leave “driver notes” with this company. I would also like to note that the claim that packages are handed over to USPS when “undeliverable” is also a lie because I still to this day have not received my package. All I hear from Paul and this company is refusal to take accountability or provide ANY type of resolution when things go wrong. Everything stated by Paul is a false claim backed by zero proof.
  

  At the end of the day, I don’t care what happened or why my package was not delivered. I want to know WHERE it ended up and why NO ONE from this company can offer an actual solution to remedy the situation. 
  
  I will make sure to let others know that they should avoid this sad excuse for a delivery company unless they like having their packages go missing and shitty customer service.

  
  
  
  Sincerely,
  
  
  
  Jessica Estrada

• Initial Complaint

  Date:05/06/2025

  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.

  Hello, I placed on order on April 15. It was sent out on April 16 and arrived at ACI Logistix on April 23. They attempted a delivery on April 27 and was unsucessful, I followed up immediately requesting redelivery. I didnt hear anything back and while tracking everyday, there was no movement. After a few days it was sent back to their facilities. Theyve said my package was undeliverable due ro numerous attempts, but no new attempts were made and no proof even one attempt was made.

  Business Response

  Date: 05/06/2025

  Hello and thank you for the opportunity to respond to this complaint.  ********************* did not provide a tracking number so I cannot research the details of her delivery. Her address was also not provided in this complaint and searches on her email address have not yielded a tracking number.

   

  But from her complaint it appears a delivery attempt was made but not successfully completed.  We do attempt delivery up to 3 times and if still not successful we re-direct via US ************** who does a terrific job of reaching the most difficult addresses.  I can see Ms **** lives in ******** so am wondering if in an apartment building and if so perhaps our driver had difficulty accessing the building's interior.  Only speculation as I mentioned I have no tracking number to reference.  I have included my contact information below and would gladly help Ms **** personally with delivery details.

   

  Regards,

   

  **** *******

  *************************************************************

  ACI Consumer Experience Center

• Initial Complaint

  Date:05/01/2025

  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 believe that the delivery driver took a picture to show it was delivered and then took the package.

  Business Response

  Date: 05/02/2025

  Hello and thank you for the opportunity to respond to this complaint.  Unfortunately there is no tracking number or address provided for me to research.  I also cannot find any parcel associated with Ms ************ name.  I have included my contact information below and ask that Ms ********** contact me directly so I can research this personally.

   

  Regards,

   

  **** *******

  *************************************************************

  ACI Consumer Experience Center