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:12/06/2024

  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.

  Severe Delay and Lack of Transparency - ACI Logistix Fails to Fulfill Logistics Responsibilities I am extremely dissatisfied with the services provided by ACI Logistix. My package (Tracking Number: **********************************) has not shown any updates or progress since November 25, 2024, when it departed their facility in *********, **. I have been patiently waiting for over 10 days, but the package status remains stagnant at "Departed Shipping Partner Facility, **** Awaiting Item," indicating it may not have been handed over to ********* are my complaints about ACI Logistix:Delivery Delays: The package has exceeded a reasonable shipping timeframe without any explanation or estimated delivery date.Lack of Transparency: The company has failed to provide updated information on the package status or reasons for the delay.Poor Customer Support: There is no effective communication channel for customers to inquire or file complaints.I have made multiple attempts to contact ACI Logistix but have received no response. As a logistics company, ACI Logistix has a responsibility to ensure packages are delivered within a reasonable timeframe and to provide clear information to customers. Their failure to do so has caused me significant inconvenience.Resolution Requested:Provide a detailed explanation of my package's current status and confirm when it will be delivered.Improve transparency and establish a clear and accessible communication channel for customers.Offer a reasonable solution or compensation for the delay and poor service experience.I hope BBB can intervene and urge ACI Logistix to take action to resolve this issue and improve their service quality.

  Business Response

  Date: 01/30/2025

  Let me first start with the good news, the parcel was delivered on December 10th.  I have attached Mr ***** tracking detail and proof of delivery.  On behalf of ACI Logistix let me first sincerely apologize for the delivery delay - 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.

   

  For this particular parcel, the tracking detail shows it arrived at our ******* area hub on the 25th of November and departed that same evening, within about 90 minutes.  The very next scan even occurs within the *****************'s network as they are our delivery partner.  During this time there have been some publicized delays due to the new Atlanta RPDC launch, weather, and seasonal volume increases during Black Friday and Cyber Monday both of which fall between the 25th of November the delivery on December 10th.

   

  Again, we are sorry for this delay and are glad Mr ***** parcel arrived.

   

  Best regards,

   

  **** *******

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

   

• Initial Complaint

  Date:12/03/2024

  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.

  ACI logistix has failed to deliver my ******* package and hasnt responded to any of my inquiries asking for additional details on what the issue is or even with me providing additional details on how to deliver the package. They have been in possession of my package for days (at least since 11/16) saying the address is bad but its an address I have never had delivery issues with. They have now labeled my package as undeliverable and there hasnt been any movement on my package since 11/21. They have done nothing to work with me to get my package to me. The lack of response makes me believe they will not deliver my package and end up keeping it or selling it. Their actions have convinced me that this is a potentially a scam business and they should be investigated for their business packages. I just want them to deliver my package. They have a bunch of bad reviews across the internet of people not being able to get into contact with them and not having their packages delivered.

• Initial Complaint

  Date:12/02/2024

  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.

  ************ has 2 of my packages. They are here in my city, they claim it can't be delivered, I've never had this issue with any other company and there is no way to contact them, they don't respond to any emails besides the auto response. My kids christmas gifts are just sitting somewhere and they have no way to resolve this problem. The package never even went out for delivery. It arrived in ****** as was marked undeliverable without ever being "out for delivery" ************ must be some kind of scam. How do I get my packages?

• Initial Complaint

  Date:12/02/2024

  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 an item from ***** and their carrier released my item to ***. My package made it all the way to my city Macomb MI and shows "undeliverable". I have no idea why it would say that since the delivery address made it all the way to my city. I have made 5 attempts via email and 2 attempts on ***'s live chat to locate WHERE in Macomb my package is at. They are not giving me the location of WHERE my package is so I can pick it up myself. I keep getting the same auto response. There is no phone number listed for me to call. I am seeking the location of my package so I can either pick it up or have them continue with the delivery process. It has been sitting somewhere in ****** since November 11, 2024. If they cannot delivery my package then I would like a refund for the $65.00 I spent. Thank you

  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.
  
  Let me also please explain some of our network which may help Ms ********** 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 located 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 ACIs network
   - *** relies on a national network of delivery partners, such as the ***************** for consumer delivery
   - From ACIs regional facilities parcels are then turned over to a delivery partner at their primary injection hub or depot 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 Ms *********** complaint is an indication that this process failed.
  
  During the holiday season we experienced delays in certain markets, including ******** due to weather events and seasonal volume surges. 
  
  In researching Ms ************ parcel I can confirm there is no indication of successful delivery.  This means the delivery carrier failed to scan the parcel as delivered and there is no corresponding GPS coordinates or photo proof of delivery.  We will review with local operations and our delivery partner with the supplied tracking number we can isolate the delivery driver for accountability and disciplinary procedures.  While every retailer, ecommerce brand, and marketplace has different policies, we hope this information proves helpful in securing either a refund or an item reship.
  
  Very best regards,
  
  **** *******
  ACI **************************

• Initial Complaint

  Date:11/26/2024

  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 have ordered something from an online store on 11/11 at around 1:31PM. At 11/13 6:23PM, the package arrived at their *******, ** facility and stayed there until 11/14 at 8:57PM where it had supposedly departed to be delivered to ****. Today it is 12:14PM on 11/25 and I have not receive the item, neither has it reached ****' hands. There has been no sort of movement of the package ever since 11/14. It is an important package, a gift for someone dear to me where I have to send it forward to them before their birthday and have yet to receive the package. I have tried contacting them through their emails. Called their Cargo facility but got sent back to their Logistix side. Attempted to call the main ********** branch but they have a call restriction and I am unable to reach them as a result. I have nothing else to do but to report them for the negligence. I have been in contact with the store that I've bought from and reaching to this now (***************************************) and they are also attempting to fix this problem but nothing so far. I am at my wits' end with this issue. I will provide the tracking number that can be checked both in their logistx page (*******************************************************) and see those exact same times. This can also be checked in ****' tracking as well. Tracking number: ********************** All I require is for this package to be delivered, a replacement or a refund. I am in preference of the first two since it is any item I really do need to gift forward to the person I care ******** the screenshots are the numbers that I've called to attempt to reach them. The Florida number was the one to send me back to Logistix since it was cargo.

• Initial Complaint

  Date:11/18/2024

  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.

  ****, the owner of *********, contractor, hired *** to deliver my boxycharm box. *** had two opportunities to deliver my box, sent me tracking, with the truck in my neighborhood several times. The box was deemed undeliverable twice. I tried in vain to contact the company by filling out the necessary forms but have not heard back from *** in over a week. There is no number to call and there forms are not functional. I also sent a email to their social account with no answer. Their customer service is awful. If they lost my package, let me know. I had to reach out to Ipsy again to try to settle this. All I want is an answer of where my package is at this moment.

• Initial Complaint

  Date:11/12/2024

  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.

  Same as the other complaints. I order supplies for my pop up and it has not been delivered at all. First they said 11/04/2024, then 11/06/2024. My package has been sitting in wherever since 10/23. there is no contact but a chat that says they are offline and will reply within 48 hours and have not. I have been in contact with the overseas wholesaler and now they are having issues contacting them.

• Initial Complaint

  Date:11/08/2024

  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 have been waiting to receive a package delivery from ACI Logistix. The package was "out for delivery" between 10/31 and 11/5, but I never received it. I submitted an inquiry via online chat to learn the status of the package. The service promises a response "in 10 minutes or within 2 days." It has been 4 days, I have re-submitted my inquiry via additional channels, and I still have not heard a single word from this company about the status of my package or why it has not been delivered. I would like to speak to a real person at this company (not a bot or automated response) to get an actual update and explanation of what is happening with my package.

  Business Response

  Date: 01/31/2025

  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. While the delivery itself was not successfully completed, the reasons behind that and next steps should be clearly and promptly communicated. 

   

  Regarding this particular parcel delivery.  It is noted Ms ******** lives in an apartment building in **************  In researching this parcel I can see failed delivery attempts as the driver was unable to access a safe location within the building. SOPs require the parcel to be returned and scheduled for re-delivery rather than risk a package being left unattended.  Depending on our client's requirements (our client actually being the merchant from whom Ms ******** purchased the item) the parcel may either be returned to the merchant directly or redirected by *** into the ***************** who provide excellent delivery services for even the most challenging addresses.

   

  Best regards,

   

  **** *******

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

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22530577
  
  I am rejecting this response because: I work from home and am available during delivery times, and I always respond to my buzzer, so the company clearly never attempted to deliver my parcel or access my building. Furthermore, the company never reached out to me to reschedule the delivery and did not respond to the multiple attempts I made to contact them to address my missed delivery.

  While I appreciate that ************* says it is making improvements, it took three months (after escalation to the BBB) to get any communication whatsoever from the company. That is not a reasonable time frame for any customer interaction, and I'm sure the company's direct client (the manufacturer of the product I ordered) would agree as they had to replace the product and ship it with a reliable vendor at their own cost. 

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

  Business Response

  Date: 02/08/2025

  Again, we apologize for this experience.  As we stated in the original response, we take full ownership for the failed delivery.  I will paste herein the actual verbiage used in the original response from ACI:

   

  "seeing Ms ********* complaint is an indication that this process failed. I attached a long tracking history that shows multiple, failed attempts. I can also see from Ms ********** address that she lives in an apartment complex, each of the driver notes I see point to an inaccessible building (our internal messaging shows "missing gate or unit code").  So here is where we failed - Ms ******** did not know we were unable to access her building.  If she knew we could have messaged both her and the driver with further instructions.  This functionality has been deployed since.
  
  I hope this overview is sufficient support for Ms ******** to work with the merchant in exploring reshipment options."

   

  ************* is a challenging area for small parcel delivery.  And while we do not know the specifics of the address, the building's accessibility, or what occurred at the time the drivers attempted to gain access to the building, we have each driver's GPS coordinates (each attempt was by a different driver) to verify they were at Ms *********** address each time.

   

  Lastly, I can verify we have launched driver communication capability to allow real time updates for things like gate codes, delivery instructions, etc.  

   

  Best regards,

   

  **** *******

  ACI Consumer Experience Center

  Customer Answer

  Date: 02/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, I must note that in the company's most recent response, they seem to have mixed up my complaint with that of a "Ms ********** providing their response to her inquiry rather than mine. This is yet another indication that this company is juggling several complaints and needs to make significant improvements to their service, which I sincerely hope they do. 
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:10/08/2024

  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 is a third party shipping service that from my understanding contracts with companies that ship products beginning overseas. They supposedly make the customs process and transition once package arrives in ** easier by taking the package from the shipping company overseas (in my case China EMS) and makes it available for **** to then deliver to recipient. My package has been sitting in ************, ******* for 8 dayys, since September 30th, which is a 4.5 hour drive from where I live. **** says they are awaiting package from parter shipping facility. It cleared customs on the 26th of September. *** has no contact option except a phony ai chat box on website that states they are offline at all hours of every day of the week. This complaint is not unique as they are all over the internet. They need to be shut down and companies that contract with them need to stop. they essentially are a front company that allows companies with use them to deflect blame of customers not recieving package. And/or provides **** a way to deflect blame for non delivered packages.When they are used by the original company ordered from and **** there is no tracking number for them, only the Chinese shipping company and **** provides one when they "create a table awaiting on item". below is this **** tracking number.

• Initial Complaint

  Date:09/27/2024

  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 glasses from the company *********. These glasses were shipped through *************, my package is now nearly a week late and I cannot contact anyone at this establishment. I cant see because my other glasses broke and now I cant even get ahold of anyone. Im beyond done.

  Business Response

  Date: 01/31/2025

  On behalf of ACI Logistix let me first sincerely apologize for any delay - 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.  It is also likely Ms ****** parcel has been delivered, but since no tracking number was provided I am unable to research and provide confirmation.
  
  Let me also please explain some of our network which may help Ms **** 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.  Unfortunately a tracking number was not provided so we are unable to research.
  
  Parcels originate both from domestic US and internationally located 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 and can be over 7 days.
  Parcels originating internationally must move through air freight or ocean container, clear customs in the **, and emerge from bonded warehouses before reaching ACIs network
  *** relies on a national network of delivery partners, such as the ***************** for consumer delivery.

  
  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.
  
  As much as we try otherwise, delays sometimes occur. This could be related to many factors: international shipping, customs, weather,missorts, label quality, damages and the list goes on.  We are very proud of our on-time delivery performance and sincerely hope Ms ****** parcel journey had a happy ending.
  
  
  Very best regards,
  
  **** *******
  ACI **************************