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:09/25/2024

  Type:Order 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.

  These people are definitely stealing peoples packages. My package hasn't moved or dropped to ***** And they do not respond. I don't know how they haven't been investigated by feds for doing this to everyone around the states.

• Initial Complaint

  Date:09/23/2024

  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.

  *********************************** has not sent my item! Since two days ago they haven't even secured the item to send to me!"September 19, 2024 08:06 am Shipping Label Created, **** Awaiting Item COMPTON CA""September 20, 2024 07:47 pm Departed Shipping Partner Facility, **** Awaiting Item COMPTON CA""A delivery date will be provided when **** receives the package."

• Initial Complaint

  Date:07/30/2024

  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.

  ACI Logistix is a third party shipping company that has been receiving merchandise from the merchants and never actually sending that merchandise to United States ************** to be delivered to the rightful owners who pay for the merchandise. They claim we can contact them through email but never get to actually speak to anyone or never get a response. They get away with this to often since they are the middle man. I have tried contacting **** and the merchant about my package but ultimately it isnt the fault of the post office or the merchant for me not receiving my package its ACI Logistix fault. They are the ones who are in possession of my package and refuse to actually send it to the United States post office. This company needs to be shut down and investigated. They have robbed me of $115.00 & reading their reviews online I have seen others going through the same exact thing. What makes it worse is the contents of this package is a gift for my son that worked his **** off to earn what I bought him and now he will never be able to receive it because its sold out and limited edition. I pray you all do the right thing and investigate this horrible company.

• Initial Complaint

  Date:05/08/2024

  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.

  My package that I am supposed to be receiving through **** somehow got routed through ACI Logistix. I am the receiver and I have tried reaching out 3 times in the past week to ACI Logistix. No one has responded. It seems I am not the only one. I also tried to find a phone number and call.

• Initial Complaint

  Date:03/26/2024

  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.

  I had ordered an outfit from ********* girls website for my daughter. My package was handed to ACI March 6th. Today is March 21st. ACI has made it look like the item has moved but it has not. The last update on the tracking site was March 12th. I have emailed, called, sent messages through social media, and tried their text bot on their website. Its always stating they are offline. I paid $200 for the items that were shipped through them. The least they could do was help me find it. There are numerous of the same complaints on ******* This shipping company needs to be shut down. I hope I can get a refund through the company I ordered from.

• Initial Complaint

  Date:03/21/2024

  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.

  Currently have a package that has been transported with the company that has gone lost. The value of the contents were purchased for 210$. I can't get in contact with them to seek out help with my package or get any information.

• Initial Complaint

  Date:02/29/2024

  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 drop shipping company has been holding a package that should have been delivered to me. They cant be contacted to provide any information.

  Business Response

  Date: 01/30/2025

  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.
  
  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.  ********* 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 **** 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 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.
  

   

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

• Initial Complaint

  Date:01/16/2024

  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.

  This company is a partner delivery company of a product purchased by my son. The package has been in the same status (Arrived Shipping Partner Facility *******, **) for 21 days (last status update was December 20). I've filed 3 forms via their automated site inquiry form. There are no phone numbers to contact a PERSON. I get the same automated response asking if I have my tracking number, which I submitted to the company 3 times. I finally got an email response stating it is likely the issue of **** (the destination). There is no record of them handing over the package to ****. I responded to them that their explanation made no sense, that they need to show proof they handed it over to ****. When I got no response to that message, I replied again stating I want them to look for the package and by this Friday, January 12, I want a response of what has been done to locate the package. This company needs to be investigated. I see many comments online in different forums about the same issue i am experiencing. Some believe there may be fraud. Here is my **** tracking number: ********************** Here is today's status:On Its Way to **** Departed Shipping Partner Facility, **** Awaiting Item *******, ** ***** December 20, 2023, 8:01 pm Shipping Partner: A C I

• Initial Complaint

  Date:12/14/2023

  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.

  Package sent through company sat for days before they even started moving it. I reached out but they are never open on any media it is taking it days for a one day delivery and the non answerin

  Business Response

  Date: 01/30/2025

  On behalf of ACI Logistix let me first sincerely apologize for this experience - delays of any length are 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. 
  
  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. The physical movement of parcels and associated scan events are synced to provide status and location updates. Since there is no tracking number included we are unable to research; however, the reference to parcel movement would indicate delivery did occur, just not in the expected time frame.
  
  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.  This process alone could take more than a week.

  I very much hope this parcel's journey had a happy ending.  

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

• Initial Complaint

  Date:08/22/2023

  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.

  They dont turn over packages to ***** They are stealing them or losing them.

  Business Response

  Date: 01/30/2025

  On behalf of ACI Logistix let me first sincerely apologize for the lateness of this reply and this experience overall. 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.
  
  We contract to the ***************** for consumer parcel delivery. Our role is to transport parcels to the *****************, with strict adherence to their electronic and physical preparation requirements. Our clients are the shippers who contract directly to *** (eg, retailers, e-commerce brands, seller marketplaces,etc.) and we are not involved in the purchase point-of-sale carrier selection process between those shippers and the consumers who purchase goods from them.
  
  There are many possible explanations for a delayed or missing parcel, but it is difficult for us to know the exact cause once a parcel is beyond our possession. In this particular case we do not have a tracking number to research and report back.  It is highly likely Ms ******** parcel was delivered but done so late. 
  
  Parcel scan detail is our guidance, without it is difficult for us to research. 

  
  We handle 2-3 million parcels a week across the US so when parcels are delivered to post offices, they are delivered in bulk. At our nearest hub, we prepare parcels based on **** regulations,meaning theyd be consolidated into secured pallets or postal sacks based on a variety of factors (weight, zip code, mail class, etc.).  Each one of these pallets or sacks contain placards with barcodes a placard scan then propagates to the parcels inside.
  
  Delivery delays can be weather related, parcel damage, label tear or otherwise unreadable, missort to incorrect destinations, holds in US customs among several others.

  So what is recommended course of action?  If a parcel was not received it is recommended Ms ******* contact the merchant if her parcel was not received. It may help to research the merchants policy regarding missing orders, refunds, and/or replacement.  It is our hope this correspondence serves as supporting documentation in that process.
  
  Best regards,
  
  **** *******
  ACI **************************
  

  
  

  Customer Answer

  Date: 02/05/2025

   
  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,
  
  ***** *******