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:01/17/2025

  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.

  I bought earbuds from ******* and they said they were delivered, but I have a Camera and the time and date that they say they delivered them they did not and so ******* told me to reach out to the company whom hired *** To handle my complaint so I emailed them and they emailed me back four times with the exact same email asking the exact same questions and they never address the complaint. It's like going in circles. It's Groundhog Day here. I don't think anybody That operates as they do should be in business.

  Business Response

  Date: 02/02/2025

  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 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.  Without a tracking number supplied (and mentioned upcoming), I can understand the frustrations our CX systems may create.

   

  In this complaint I have Ms ****** email address and I will email her directly today in hopes I can help solve.  I've reviewed the 10 images provided, none of them include the tracking number.  I see Order Numbers and Sales Numbers, but these are between Ms ***** and the merchant, we are not involved in the sales process.  Our records are based on tracking numbers.  I will work with Ms ***** to resolve and if need be, ensure she has supporting documentation to assist with any refund or reship process.

   

  Best regards,

   

  **** *******

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

• 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.

  Company picked up my package from the sender 3 months ago, after that no tracking on their site as it claims the tracking number is invalid. No phone number, and totaly unresponsive to any inquiries made on their site contact form. The package contained ****** in goods.

  Business Response

  Date: 01/22/2025

  In response to the inquiry from Mr. ******** let me first say how sorry I am this experience did not meet with your expectations. It is strongly recommended Mr. ******* contact the merchant directly to discuss refund or replacement processes.  Additionally, there is no tracking number provided in this complaint; therefore, we are unable to track or diagnose the issue.  The reference to an "invalid" number is curious.  Our clients integrate with ACI via an API - a process whereby consignee information is given and a label is returned by ACI.  It is not possible for this process to result in an invalid tracking number.  

   

  We are very happy to help here but without a valid tracking number to research I am afraid our options are quite limited.

   

  Best regards,

   

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

  ACI Client Services

  
  

• Initial Complaint

  Date:12/30/2024

  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 was supposed to be shipped a package from **** that was going to likely arrive the 9th of December, according to my third party estimate. The shipper is a well-known brand so I doubt it is anything on their end, the package has been stuck in the ****************** facility since the 12th, and has not handed it off to **** so they can continue the delivery. I have read bad reviews about the company, now I believe it. I want my package to delivered promptly, I did not sign up for this experience, they chose the shipper, I cannot do anything about this as of now.

• Initial Complaint

  Date:12/17/2024

  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.

  This business is a scam and does not deliver packages. They will mark your package as "Undeliverable" or "received at local facility" with absolutely no attempt to do either. There is no customer service to help resolve the matter of answer questions. Multiple 1 star reviews on ****** for the exact same thing.

• 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.

  As with other complaints here I am experiencing the same issue. I ordered a product on 11/6/24. After receiving different updates from the seller about shipping, the item finally arrived in ******* where it sat for 12 days before making the very short 5 hr drive to the ******** area. Once in the ******** facility it sat for 5 days. Today is Dec 16th I have yet to receive the package yet it finally shows delivered as of 9:16pm today & the driver even took pictures. However the pictures only show the label not where the package was actually left. The only time these delivery statues would get updated was when I contacted the seller to inquire about where my item is. I experienced the same issues as others when trying to file a complaint through their AI bot assisted tracking program. No one ever gets back to you. All you get is an automated reply saying they will contact you within 48 hrs but never do. The only phone number listed through a ****** search goes to a number in ******* that no one ever answers & you cant leave messages because the mail box is full, This disaster has completely ruined what was to be my most treasured Christmas gift.

  Business Response

  Date: 01/30/2025

  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 chat functions 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.  From the time of this complaint to now many improvements have already been implemented.
  
  Let me also please explain some of our network which may help Mr. **** and others reading this who may have similar experiences.  The physical movement of parcels and associated scan events are synced to provide status and location updates:
  
  Parcels originate both from domestic US and internationally locates warehouses.  Ecommerce merchants who sell on common marketplaces like ******, ***** Temu, etc. have warehouse and fulfillment operations both in the ** and abroad (such as in *****) though the latter may not be evident.  We do suggest checking the country of origin as delays in international transport and customs often occur
  

  - Parcels originating internationally must move through air freight or ocean container, clear customs in the **, and emerge from bonded warehouses before reaching **** network
  - *** relies on a national network of delivery partners, such as the ***************** for consumer delivery
  - From **** regional facilities parcels are then turned over to a delivery partner at their primary injection hub location to be processed, routed, and delivered.
  
  For each delivery we require GPS updates with each scan event and photographic proof of delivery. We compare GPS coordinates with the destination address and utilize AI to review these photos for verification. While each week we deliver millions of parcels across the ** in this process, seeing Mr ****** complaint is an indication that this process failed. I can see the confirmation of delivery and the map's GPS coordinates match his address; however, I agree, the pictures provided do not show conclusively the delivery address.
  
  During the holiday season we experienced delays in certain markets, including ********* due to weather events and seasonal volume surges. 
  
  In researching Mr. ***** parcel I can see it was confirmed as delivered.  If for some reason this parcel was not found we recommend a search of the surroundings, discussion with other location inhabitants, and neighbors.  Any local video footage (Ring, ****, Nest, etc.) should also be reviewed.  During the holiday season there is a documented surge in theft, known as porch piracy and if this is suspected we recommend contacting local authorities to file a report.  While every retailer, ecommerce brand, and marketplace has different policies regarding local theft, we hope this information proves helpful in securing either a refund or an item reship.
  
  
  Very best regards,
  
  **** *******
  ACI **************************

  
  

• 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.

  The moron who delivered my package on a Saturday, to an empty office left it OUTSIDE. I've attached the picture they took. WHO leaves a package OUTSIDE of an office thats closed on a busy Saturday??

  Business Response

  Date: 01/30/2025

  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 chat functions or with live CEC teammates. 
  
  For each delivery we require GPS updates with each scan event and photographic proof of delivery. We compare GPS coordinates with the destination address and utilize AI to review these photos for verification. While each week we deliver millions of parcels across the **, our SOPs do not call for leaving a parcel outside a place of business.

  
  If for some reason this parcel was not found we recommend a search of the surroundings, discussion with other location inhabitants, and neighbors.  Any local video footage (Ring, ****, Nest, etc.) should also be reviewed.  During the holiday season there is a documented surge in theft, known as porch piracy and if this is suspected we recommend contacting local authorities to file a report.  While every retailer, ********* brand, and marketplace has different policies regarding local theft, we hope this information proves helpful in securing either a refund or an item reship.
  

  
  Very best regards,
  
  **** *******
  ACI **************************

• Initial Complaint

  Date:12/10/2024

  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.

  My package has not moved or had any updates since 11/26/24 which was the estimated delivery time. You can not get in contact with a real person any response you get tells you to just go to the tracking page or knowledge hub. Neither of these give real solutions for a lost package. Luckily I was able to get a refund from the original company but I wish that they would stop working with ACI Logistix.

• Initial Complaint

  Date:12/09/2024

  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 package from overseas. The original shipping company *** transferred my package to ACI Logistix once the package arrived in the **. My tracking for ACI Logistix was "out for delivery" for FIVE days and now suddenly last night was marked undeliverable with no explanation. I was home last night at 8pm when it was marked undeliverable and they didn't even try to deliver it. I have tried emailing the company at least 7 times and even trued to send them a message on ******** because I cannot get ahold of someone from customer service. I just want to know where my package is

  Business Response

  Date: 01/30/2025

  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 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.
  
  During the holiday season we experienced delays in certain markets, including the ********** area due to weather events and seasonal volume surges. 
  

  I appreciate the inclusion of a tracking number with which to research. I realize the frustration in seeing undeliverable as a terminating event description.  This is the disposition as determined by the delivery driver.  This can mean a variety of things, such as weather or unsafe delivery location.  We take the safety of our partners very seriously. If a delivery attempt is unsuccessful, one of 3 things will occur: 1) the parcel will be re-delivered if deemed possible by local operations, 2) the parcel will be forwarded to US ************** for delivery as the **** has tremendous success in delivering to all US addresses, or 3) returned to the merchant.  There absolutely should have been a follow-up tracking event to clearly indicate what occured.
  
  If Ms ********** parcel was not delivered I recommend contacting the merchant and pending their policy, seek either a refund or a reship.  Hopefully the information outlined here is supportive in this endeavor

   

  Best regards,

  **** *******

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

• Initial Complaint

  Date:12/09/2024

  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 some items from *****, and the carrier handed it to ACI 15 days ago. Tracking shows ACI hub is only 3 hours (driving time) away from delivery point. Since then no update, no response. I tried to contact with *** but no luck. I emailed them more than 20 times but no response. I tried to contact with *** HQ, they just cut the line. My question is if a company doing shipping business, then why nobody answer any inquiries, even *** don't care . Scamming people. After doing some research on internet, I found out that ACI scam people ,don't deliver the package. Because people buy items from overseas, can't do much because it's not in ***. so ACI literally scamming people by keeping the package.

• Initial Complaint

  Date:12/09/2024

  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.

  A package addressed to me has been at their ********, IL location since 11/19/24. I have tried to email numerous times and all I get is an automated response with no message. I have also tried to chat numerous times, but it always says that chat is unavailable, and someone will get back with me.