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:07/31/2023

  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 ordered a package from online business ***** my package was given to ACI Logistix and says it left their facility but has not been scanned since. I contacted support and was replied to with It is out of our control. I am tired of this and will expect a refund if I do not receive my package.

  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.
  
  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.
  
  Parcel scan detail is our guidance, without it is difficult for us to research. But since a tracking number was not provided we are unable to research this further.
  
  We handle 2-3 million parcels a week across the ** 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.
  
  So what is recommended course of action?  If the parcel was not received it is recommended Mr ***** contact ***** directly. It may help to research their policy regarding missing orders, refunds, and/or replacement.  It is our hope this correspondence serves as supporting documentation in that process.
  
  Best regards,
  
  **** *******
  ACI **************************
  
  
  

• Initial Complaint

  Date:07/20/2023

  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 am currently experiencing my second issue in less than 2 months with "ACI Logistix". I have now had 2 packages that have passed through the *** facility in *********, **. The updates that I received about my packages were inaccurate. The package from my first issue with this company said it had been delivered but had not been delivered and eventually showed up weeks later. I am currently experiencing the same issues with this company with another package I am waiting on. I was unaware my packages would be sent through this facility when I ordered them since they are a third party company for ***** I have attempted to reach out to the company many of times regarding both packages and it is impossible to get a response from them or get them on the phone. I have lost money because of these issues and I am beyond frustrated with this company.

  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 ACIs network
   - ACI relies on the ***************** for consumer delivery
   - From ACIs regional facilities parcels are then turned over to the **** at their primary injection hub location to be processed,routed, and delivered.
  
  There is no tracking number in this complaint; unfortunately I cannot research this parcel and report on status. If Mr ****** received confirmation of delivery by ***************** but could not find the parcel on the premises 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. In 2024 the **** experienced significant delay throughout the ******* region, a situation well known in the media.

  There is also 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:05/04/2023

  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.

  Ordered a package that has been sitting in a warehouse for over a week. There is no customer service option. Company I ordered from will not help. I'm being told to take it up with the shipping company who doesn't respond to inquiries.

  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 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 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 location to be processed, routed, and delivered.
  
  There is no tracking number in this complaint; unfortunately I cannot research this parcel and report on status. If Ms ****** received confirmation of delivery by ***************** but could not find the parcel on the premises 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 **************************