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:04/29/2025

  Type:Product 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 not been delivered stating that the attempt was unsuccessful and to input a new address. Ive inputted a new address, yet no updates are available and the website uses an auto bot that does not actual provide information about my package

  Business Response

  Date: 05/05/2025

  Thank you for the opportunity to respond to this complaint.  From the tracking detail I see "out for delivery" as the last tracking event.  This could mean the parcel was delivered but the driver failed to capture a delivery confirmation scan and photo (both are required as part of our operating protocol). 

   

  I have initiated an internal investigation and will email Ms ***** directly to discuss this situation and either confirm her parcel was delivered or next steps should that not be the case.

   

  Regards,

   

  **** *******

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

  ACI Consumer Experience Center

   

• Initial Complaint

  Date:04/28/2025

  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 from ***** ur company was the carrier of my package ur driver delivered to wrong house and proof of delivery clearly shows thats not my house Ive email numerous times to ur company same thing tracking number Ive given the tracking number so many times I know it by heart Ive sent picture of my house and the proof if delivery picture clearly ur driver was not reading the address number he went by GPS and gps does malfunction

  Business Response

  Date: 04/29/2025

  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 our AI powered assistant or with live CEC teammates. 
  
  We have tools on our website allowing consumers to access and download a Lost Parcel Declaration form, something that may be of use in seeking recompense from the merchant.  
  
  I have included my contact information below and will gladly help ** ***** should she need further assistance.
  
  Best regards,
  
  **** *******
  *****************************************
  ACI **************************

• Initial Complaint

  Date:04/28/2025

  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.

  I used kickstarted to fund item from Fosi Audio and then sent too Aci Logistix for shipping and I was to receive my package near 31 of march of last month and it's been 3 weeks plus and not receive it and then I ordered something from XVX channel through Shop app too use it as experiment to see if I could get this item faster, but it was sent Aci Logistix as well and this item is stuck too, I tried to contacting them and nothing and tried **** and nothing too apparently I even contact the seller too. both items were supposed to be departed from *** facility in ******************************************************** and **** awaits the item but its 3 weeks plus and this is business days I look up the address that I provided, and this place was apparently permanently closed on ****** so I don't know what to do or believe. this company has reputation of losing packages and not helping their customers.

  Business Response

  Date: 04/29/2025

  On behalf of *** let me please apologize for this regrettable delay.  I can also confirm the address provided for our ATL hub is not accurate (I am uncertain why this was considered by Mr **** as our facility but it is not), this is not our ATL hub address (we moved to a newer, larger facility in 2024).

   

  In researching the tracking detail I can both his parcels departed our facility on April 7th and were brought to the ***************** in *********, ***  I do not see any further updates once arrived at ****. Normally we see **** tracking details and movement. 

   

  We will initiate a search with ****.  In the meantime, I have included my contact information below and will gladly assist Mr **** with obtaining a Lost or Delayed Declaration form to assist with either refund or reship efforts, pending the merchants policies on delays.

   

  Regards,

   

  **** *******

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

  ACI Consumer Experience Center

  Customer Answer

  Date: 04/29/2025

   
  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:04/28/2025

  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.

  Purchased off of ***** on April 10th, afterwords ACI Logistix was given to me as the delivery company. ***** estimated delivery between 4/16/25 through 4/24/25. The address given for the package to be delivered is a business address, ****************** Inside of the *********************. I have had multiple packages be delivered here before all within business hours and have had no problems. ACI Logistix has been trying to deliver outside of business hours, once on Easter Sunday, 4/20/25 and then again on 4/23/25. I have tried reaching out to ACI Logistix about this, but since they have no phone number or human representative to speak to, I havent gotten anywhere with this issue and am afraid I will never receive this package. I have noticed they have done this a lot, through research on Reddit and tik tok of customer reviews. Even on ****** maps, the delivery facility where my package is located, Carteret Nj, the reviews show the faults of the company and again, no phone number to reach a human representative is present. I am just afraid that more customers like me will not receive their packages and go through this experience

  Business Response

  Date: 05/01/2025

  Thank you for the opportunity to respond to this complaint.  From internal research I can see multiple delivery attempts made but no successful delivery occurring.  ************** notes this order was sent to a **************** bank location.  I do not see any delivery notes or instructions indicating this as the delivery location so it makes sense that attempts outside of "banking hours" would not result in a successful delivery.  After 3 unsuccessful delivery attempts we redirect parcels to ***************** so Ms ***** will get her parcel.  The **** does a terrific job and should have no issue with this bank location for delivery.

   

  Regards,

   

  **** *******

  ACI Consumer Experience Center

   

  Customer Answer

  Date: 05/01/2025

   
  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. I hope that a **** tracking number will be sent to me in regards of this complaint.  
  
  Thanks,
  
  ***** *****

• Initial Complaint

  Date:04/25/2025

  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.

  April 24, 2025 at 9:57am we saw an ACI Logistix employee approach our home with a package, took a picture of it on our porch, then left with said package. We saw this because we were waiting on our groceries to be delivered and thought she was the grocery person at first, then realized she was package delivery and thought she must've had the wrong house. We saw that our groceries had already arrived so we got them right after the person left.Turns out, she was meant to be delivering a tank top order that I had placed for my upcoming art show. She stole my $485 wholesale order of tank tops. The driver was a slightly heavy person, curly brown hair in a ponytail, glasses, driving a small yellow car. I would like my tank tops because I do not have time to get them printed again. If I cant have them anymore because who knows what they did with themI want my money from ACI Logistix. I would also like to know that person was fired. This is insane.

  Business Response

  Date: 04/29/2025

  On behalf of ACI Logistix please let me apologize for this experience.  We take allegations of theft very seriously and will address this accordingly with our delivery partner, ********, who handles our parcel delivery in Ms ***** region.  The **** number provided is  not a valid ACI tracking number, I was able to locate her tracking details internally using her address and email address.

   

  I will do three things immediately.  

  1.  Ask our ************* team to contact Ms ***** immediately.  We have various documentation and processes to assist her with recompense

  2.  Initiate an investigation directly with DoorDash. Together we will insure this driver is brought to justice

  3.  Provide my contact information below should there be any questions or assistance I can personally provide.

   

  Regards,

   

  **** *******

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

  ACI Consumer Experience Center

• Initial Complaint

  Date:04/22/2025

  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.

  On March 16, 2025, I placed an order with FlyHugz totaling $74.63. The following day, I received an email confirming the shipment with a tracking number. On March 29, I was notified that the package had been delivered. However, no package was delivered to my address.I reached out to *******, and they referred me to the shipping provider, ACI Logistix, with instructions to check within household/mailbox and to contact the courier if the package was not received. Upon reviewing the tracking details, I discovered the package had been delivered to a different address approximately 0.3 miles from my home. The tracking system even included a delivery photo, which clearly does not show my residence.Despite multiple attempts to resolve the issue with ACI Logistix and providing evidence that the package was delivered to the wrong location, the company has refused to investigate further, issue a refund, or send a replacement. I am requesting a full refund or reshipment of the items I paid for

  Business Response

  Date: 04/28/2025

  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 our AI powered assistant or with live CEC teammates. 
  
  We deliver well over 2 million parcels per week across the ** and while our on-time delivery rate is over 99.5% there are certainly instances of mis-deliveries.  I can see from Ms ******* tracking number a delivery confirmation event with photo POD and GPS coordinates of the driver at the time of delivery.  However, Ms ****** states she did not receive her parcel and the photo POD is not her residence.  For this we are truly sorry.  We do have a process for handling mis-deliveries and can provide Ms ****** a Lost Parcel Declaration form that is typically required for securing a refund or reship, pending the merchant's policies.
  
  I have included my contact information below and will personally see to issuing this statement or other forms of documentation needed to assist in this process.
  
  
  Best regards,
  
  **** *******
  *****************************************
  ACI **************************

• Initial Complaint

  Date:04/22/2025

  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.

  Order placed on April 11 on *****. My parcel has been out for delivery since 8 a.m. on April 21st 2025. No delivery was ever made and no response was ever given by *** or *****.

• Initial Complaint

  Date:04/21/2025

  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 off ***** recently on April 12th that was around 40 dollars. I received a tracking number for my package and it says the carrier delivering it was ACI Logistix in ********, **********. My package said it was delivered on April 18th around 2:30pm. I checked my package room, mailbox and even asked my neighbors if they accidentally took my package. I have still yet to find it. I found it odd because the proof of delivery had a photo that doesnt look like my front steps or even my neighbors. I drove down the street and around the block and nobodys front porch looked like that. So I sent a message to both ***** and ACI Logistix and only got a response from *****. This carrier has yet to contact me. I checked their website and they have no email or phone address. However, they do have a ****** page where you can look at reviews. EVERY REVIEW IS NEGATIVE. They have over 200+ reviews and have an average 1 star rating. And everyone has the same complaint that I do. They delivered it to the wrong address, the carrier stole their package, they took a photo of a random house with the package sitting there and then took it back etc. Im starting to realize this company is a scam. They seem to be doing fake deliveries and stealing packages or mysteriously losing them- as others have commented. I havent gotten any response from them. Ive never even heard of this company before I usually get my packages from ***, ***** or **** when I order out of the country. This is my first time having ACI Logistix ship my package and theyve done a horrible job. I dont even want to order anything anymore because Im worried about losing money by having my package stolen or not delivered by this company. Unfortunately thats my only choice because I cant choose which carrier I want to use, the merchant does. This company needs to be punished with the amount of complaints it gets.

  Business Response

  Date: 04/28/2025

  Let me first assure Ms ******* we do not steal parcels and ACI is not a scam.  We deliver well over 2 million parcels per week across the ** and while our on-time delivery rate is over 99.5% there are certainly instances of mis-deliveries.  I can see from Ms ********* tracking number a delivery confirmation event with photo POD and GPS coordinates of the driver at the time of delivery.  However, Ms ******* states she did not receive her parcel and the photo POD is not her residence.  For this we are truly sorry.  We do have a process for handling mis-deliveries and can provide Ms ******* a Lost Parcel Declaration form that is typically required for securing a refund or reship, pending the merchant's policies.

   

  I have included my contact information below and will personally see to issuing this statement or other forms of documentation needed to assist in this process.

   

  Best regards,

   

  **** *******

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

  ACI Consumer Experience Center

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23226816
  
  I am rejecting this response because:

  This response is a complete joke. After several attempts to contact anyone on your actual website to fix this issue I got a message many days later from ******* stating that she looked at my tracking number and said that my package has been deemed lost due to the incorrect address. Your message eludes to the *** coordinates being correct and that the driver did the correct thing, which they evidently did not. Why am I getting two different responses? Its not hard to delivery packages and based on all the reviews on many other websites of your company, they are overwhelmingly negative. Its not just me. People have had their packages stolen from your delivery drivers. People have also said that they never get their packages and your company constantly loses them, which is similar to my experience. You guys need a serious revamp of training for your workers and how you operate a business. Fix your website and get a customer service team and better drivers who arent constantly s******* things up. This is a big issue that not a small group of people deal with. Theres plenty of unhappy customers and you guys have a bad reputation. Ill talk to my merchant who will be of better help with this situation. 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 04/30/2025

  I do not have anything more to add.  As indicated in the original response there is a process by which we can issue a Lost Parcel Declaration Form to Ms ******** I even offered to handle this personally. While I do not know the policies of the merchant for issuing refunds or reships, often times a LPD form from the carrier assists in this process.  We will absolutely assist.

   

  Again, we are very sorry did not resultant in a successful delivery.

   

  Regards,

   

  **** *******

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

  ACI Consumer Experience Center

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23226816
  
  I am rejecting this response because:
  
  I dont need your companys help anymore since I contacted my merchant and they issued me a refund. Why did it take me having to submit a BBB complaint for me to even find your personal email address and for you to offer help? Nowhere on your website is there any phone number or email. Your social media disabled its comments so nobody can contact anyone. The only way to contact your company is by using the poorly implemented chatbot on your website. Which gets you nowhere. If youre lucky, by continuously sending the chat bot messages, you may get an email from an agent offering assistance. My agent, *******, told me my package was deemed lost and then told me to contact the merchant I purchased from because theres nothing else your company can do. However after submitting a BBB complaint, youre telling me it was delivered following the correct GPS coordinates and youre sorry I didnt receive it. Your lost parcel declaration form will serve no purpose to me now. I wont ever have to deal with your company again. Im thankful for that.
  
  **** *******

• Initial Complaint

  Date:04/17/2025

  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.

  I ordered items from ******* and am expecting two packages. They were to be delivered yesterday - April 16, 2025. In the tracking information provided by *******, ****** is listed as the last mile tracking carrier. One of the packages is listed as an "Unsuccessful Attempt" The other is the bigger problem. This package was listed as delivered when I track it through the ACI Logistix page. They have a photo of the package on my front porch. The problem is that I have a ring camera. The camera footage shows the delivery driver taking a photo of the package at my front door and then turning back and taking the package ******* ACI Logistix lists my package as delivered, but I have video evidence that the driver took it. There is no way to reach this company on the phone and it is not entirely clear if they actually handle the delivery or if it is done by a third party carrier. I have no idea what company the delivery driver was from because they came in an unmarked white van. I have submitted multiple service requests from the ACI logistix website and just receive an automated email with my complaint typed in it. As far as I can tell, no human has reviewed this information. It seems like this company purposely makes it very difficult to follow up on an issue forcing me to go back to the retailer to sort out the undelivered packages.

  Business Response

  Date: 04/18/2025

  Let me first say we take incidents of theft extremely seriously.  I have already personally reached out to Ms **** and will handle this situation personally.  In her region we partner with ******** for local delivery.  Our respective LP teams will meet on this, identify the driver, and take necessary actions.  

   

  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 our AI powered chat functions or with live CEC teammates. 
  
  I also want to ensure Ms **** 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.  From the time of this complaint to now many improvements have already been implemented.  A situation like this should be handled swiftly and with due seriousness.

   

  Regards,

   

  **** *******

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

   

  Customer Answer

  Date: 04/19/2025

   
  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:04/11/2025

  Type:Product 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.

  4/11/2025 pkg was just stolen. why didnt the carrier deliver pkg upstairs to my door? pkg was left downstairs for anyone to take.the front door isn't locked. left sign downstairs but they didnt follow instructions. refund for Order GSU11X111005X6P and order GSU11X111005XX0 total $32.47

  Business Response

  Date: 04/15/2025

  Hello and thank you for the opportunity to respond to this complaint.  Unfortunately the tracking numbers provided by Ms **** are not valid ACI tracking numbers so I am unable to assist with this particular situation. Could they be for another delivery company?  The leading "GSU" in the tracking numbers provided could be for another carrier.

   

  I can add however that in every case we respect our driver's determination of safety - both for his/her personal safety and for the safety of the parcel.  I can also see from Ms ****** address this is a New York apartment building.  

   

  I'd be happy to research her parcel if I had the correct tracking number (and if a valid ACI tracking number).

   

  Best regards,

   

  **** *******

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

  ACI Consumer Experience Center