Complaints
This profile includes complaints for GLS US's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 84 total complaints in the last 3 years.
- 82 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/09/2025
Type:Customer Service IssuesStatus: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 a Navy veteran and a paying customer who has been extremely disappointed by **** service. My package (Tracking #: ********************) sat in the same location for four days without a single update. Then suddenly, it showed up in *****, ID this morning. I live in *****, **, which is only about 20 minutes away. I stayed home all day to sign for this package based on what I was toldonly to get nothing but vague, conflicting, and lazy responses from multiple customer service ******** *** earlier in the day showed me the number of stops left and gave me a helpful screenshot. The next *** refused to do that, lied saying they had no access to that info, then claimed the driver was 16 stops away hours later, which makes zero sense when it was only 13 stops earlier.A third *** ended the chat prematurely without giving any actual update, and when I called, I was told delivery could happen as late as 8:45 PMeven though their stated hours say they dont deliver past 5 PM Pacific.I wasted my entire day waiting on this delivery, and this isnt the first time Ive been burned by GLSs lack of accountability. I was stuck at home all day because they refuse to provide a reliable time estimate, and when I try to hold them accountable, I get nothing but canned apologies and contradictory info.This is not how a customerlet alone a veteranshould be treated. Im filing this complaint in hopes that *** is held accountable for their misleading communication, lack of transparency, and disrespect for customers time.Business Response
Date: 05/15/2025
Dear ******,
On behalf of ***, we are very sorry for the customer service you received. We would like to let you know the agents that you interacted with have been followed up with regarding ending the chat early and providing inaccurate information. We are also sending the information to the local depot to follow up with the driver and their adherence to the route that is recommended for them, which would have allowed for delivery accurate to what was quoted.
According to our records, the package with the tracking number provided (********************) was delivered to you.Initial Complaint
Date:04/03/2025
Type:Delivery IssuesStatus: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 placed an order and *** claims to have attempted delivery multiple times, but never left a notice till yesterday when they told me they attempted delivery on the 31st. Called this morning, told it would be delivered today and would email me with updates. Never did. Called again 2 hours later and told it won't be delivered till tomorrow if possible. Couldn't tell me why or anything and all the representatives can tell me is they don't know.Business Response
Date: 05/02/2025
Dear ****,
On behalf of ***, we sincerely apologize for your experience. The level of service you received falls short of the standards we hold ourselves to. According to our records, your package has been deemed missing. Please contact the shipper for reimbursement.Initial Complaint
Date:03/07/2025
Type:Delivery IssuesStatus: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.
Had a package scheduled for delivery 1/27. The noted it couldnt be delivered because the road was closed. There was no closed road. I thought they would try again because they were too lazy to make it into the mountains but when I looked back it said delivered 1/27. Delivered and couldnt get here because road was closed? This company should be illegal.Business Response
Date: 04/04/2025
Dear *******,
We are sorry for the miscommunication regarding your package. According to our records, the package was successfully delivered on 02/27/25.Initial Complaint
Date:02/20/2025
Type:Delivery IssuesStatus: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 filing a formal complaint against General Logistics Systems (GLS) for mishandling my package, inconsistent communication, and failure to resolve the issue.On 2/17/25, a GLS driver attempted delivery at my office while I was briefly away. The driver said she would return on Tuesday but never did. I contacted *** multiple times and received contradictory responses, including:A representative said they would request redelivery.Another claimed the package was returned to the sender.An email falsely stated the package was delivered.Another email said it was transferred to ****, which was incorrect.Finally, GLS stated the package was returned to sender (RTS) without giving me a chance to retrieve it.This mismanagement caused major inconvenience, as the package was a time-sensitive gift for my wifes birthday on *******. **** failure to handle the delivery properly and provide clear communication left me without my package despite my efforts.I request that *** be held accountable for their poor service. Specifically, I seek:A formal acknowledgment and explanation from GLS.Assurance of corrective measures to prevent similar issues.Compensation or reimbursement for the inconvenience.I appreciate the BBBs help in resolving this matter. Please let me know if you need additional documentation, including emails or tracking details.Thank you for your time and consideration.Sincerely,******* ***** ************************Business Response
Date: 03/14/2025
Dear *******,
We sincerely apologize for the delivery failure of your package. We understand how important it was for it to arrive on time for your wifes birthday and we are sorry for falling short on our commitment to you. We are constantly enhancing our tracking technology so tracking issues like this do not occur again. For reimbursement, please follow up with the shipper. They will go through the claims process, and you will be reimbursed.
Initial Complaint
Date:02/14/2025
Type:Delivery IssuesStatus: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 writing to file a formal complaint against GLS-US regarding their ongoing failure to investigate a lost package and their refusal to cooperate with ***** to facilitate the refund process.On Dec. 31, 2024, I purchased a Dyson V15 Detect from ************ official website. ***** used GLS-US as the shipping carrier to deliver the package to my address. However, despite the tracking status indicating the package was delivered, I never received the item.Upon discovering the issue, I promptly contacted GLS-US and ***** to initiate an investigation into the lost package. While ***** has been awaiting a formal response from GLS-US to proceed with the refund, GLS-US has failed to provide the necessary documentation or resolution.Business Response
Date: 02/18/2025
Dear Houji,
We are very sorry for the issues you have been having with this Dyson delivery failure. We have looked into this and saw that ***** has submitted a claim last week for this and it is still going through the process of being reviewed.
Initial Complaint
Date:02/05/2025
Type:Service or Repair IssuesStatus: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 writing to formally complain about the non-delivery of my package with GLS tracking number ********************. It has been over two months since I first reported this issue, yet there has been no resolution. The only "proof of delivery" provided is a picture of a tree, which is entirely unacceptable.*****, the sender, provided me with Claim ID: ******** for this case. However, when I contacted GLS, I was given a new claim ID: ********, and I was informed that the claim had been approved on December 3, 2024, according to my conversation with GLS on February 4, 2024. Yet, when I followed up with *****, they stated that *** never approved the claim.I called GLS again on February 5, 2024, and was met with further confusion, as your team could not confirm whether the claim was approved or not. I need a clear and definitive update on the current status of this claim. At this point, I do not know whether GLS or ***** is providing inaccurate information, but the lack of transparency and accountability is unacceptable.Additionally, when I requested to escalate this matter to a supervisor, the representative refused to transfer my call, further adding to my frustration. The handling of this issue has been extremely unprofessional, and I expect an immediate resolution.Please provide me with:A clear status update on my claim.A valid proof of delivery, if available.Escalation to a supervisor who can provide a proper resolution.I expect a prompt response; otherwise, I will be left with no choice but to escalate this matter further.Business Response
Date: 02/18/2025
Dear *******,
We sincerely apologize for the delivery failure of your Dyson order. According to our records, your claim was declined because of the timeliness of the documents received. We will open this case back up and follow up with the shipper for a refund.
Initial Complaint
Date:01/29/2025
Type:Delivery IssuesStatus: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.
*** was supposed to deliver a package on 1/21/25. According to the tracking history, delivery was attempted but unsuccessful because of a security gate. There is no security gate at my home. I immediately contacted customer service (CS). I verified the address was correct and informed them there is no security gate. I informed CS that if the delivery driver is having trouble, they can use the callbox at the entrance to contact me. ** assured me this info had been successfully noted. 1/22 - GLS put the package on the wrong delivery route. I once again contacted CS and was told my package would definitely be delivered the next day 1/23 - GLS once again put the package on the wrong delivery route. 2 days in a row.1/24 - GLS didnt even attempt to deliver the package, they just tell me it will be delivered Mon 1/27. They offer to send me an automated text and email with an est. time of arrival. I once again confirm all of my information and tell them delivering this package needs to be a priority 1/27 12pm AZ time. I contacted CS, who told me the package was never assigned a driver and that they would contact the Ops team, who would contact me with a status update. No one ever contacted me. I contact CS again and am told they will undertake the necessary steps today to ensure that your package is in transit for delivery tomorrow.1/28 - 12pm AZ time. No package, no email, no text. I contact CS. I am told no one enrolled me in the notifications, and that the package should arrive by 5. At 1:48pm, the tracking says delivery was attempted but the address was incorrect. GLS showed up, left a rude note, and did not deliver the package. I call CS and ask for redelivery. I chat with GS and ask for redelivery. ** says its a priority and someone will contact me soon. No one contacted me. At 5:38pm, I call and ask to speak to a supervisor. Im told there is only one sup on duty and shes at lunch for the next hour but will call me after. No one ever called.Business Response
Date: 02/17/2025
Dear *******,
We are very sorry for your experience you had with GLS and for the delay of your package. The customer service you received was unacceptable and not up to our standards, and we sincerely apologize for this. Our records show your package was delivered on 1/29/25.Initial Complaint
Date:01/27/2025
Type:Delivery IssuesStatus: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 1/21/2025 my package was shipped from ******************* to my home address. The tracking said it would be delivered on 1/22/25. On 1/23/25 tracking showed that the package was rescheduled for delivery on 1/23/25 because of wrong zip code. Tracking showed the package out for delivery on 1/23/25 at 10:01am. At 6:04 pm tracking shows delivery Attempted, incorrect address. On 1/24/25 I called the customer service at ****** and verified my address and explained that the package was for a customer of mine and I needed it that day. I was told the package was in the truck and the driver would call me if there were any issues. I called customer service again at ****** and was assured the package was in the truck and the driver would call if there were any issues. I checked tracking again at 5pm and it showed that at 4:00pm the package was rescheduled for delivery on 1/27/25 due to incorrect address. I called customer service again and was told the package could still be delivered that night and that the *** also left a note for operations to call me. Neither of those happened.The customers order was for banners for the King of the Hammers off road event which started on 1/24/25. My customer is very upset and even if I deliver the order on 1/27/25 the customer is going to want a refund due them being late.GLS customer service lied to me. I never received any phone calls and did not see any GLS trucks in the area on 1/23/25 and they never even attempted the delivery on 1/24/25.Business Response
Date: 02/18/2025
Dear *****,
We are very sorry for the delay of this time-sensitive package and the frustration this has caused you. The customer service you received was not acceptable. According to our records, the package was delivered on 1/28 and we apologize this was past the expected delivery date.
Initial Complaint
Date:01/06/2025
Type:Delivery IssuesStatus: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 was scheduled for delivery on 12/11/24 multiple attempts and each time they said wrong address however they have delivered multiple times to my address. I called every other day and was promised a phone call that i never received. I just called again and was told smae thing that my situation would be escalated and i would receive a phone call which i never have. i would just like to get my package.Business Response
Date: 01/15/2025
Dear *****,
We sincerely apologize for this experience you have had. The lack of communication you received about your package is not acceptable and we did not deliver our promise to you. Unfortunately, your package has been deemed missing. Please reach out to the shipper for replacement and we can refund you through the shipper.Initial Complaint
Date:01/06/2025
Type:Delivery IssuesStatus: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 delivered to the wrong address. Needed my signature. Company says any adult signature will do. Asked them to text with updates to shipping. They did not ***** request at all. Notified minutes after they sent email that they delivered. They would not call driver to tell them they delivered to wrong address. No rush on delivery but they decided to deliver at night with poor visibility. Very poor customer service and lack of concern they delivered my expensive item to a stranger or? No accountability at all. If you value your expensive delivery DO NOT USE THIS COMPANY!Business Response
Date: 01/31/2025
Dear *********,
We are very sorry for the issues with your delivery and the lack of customer service support you received. Obtaining an adult signature should be a seamless process and what happened is not acceptable. We have found your tracking number (*********) and it will be given to Operations Leadership to be further looked into. Please reach out to the shipper and file a claim for reimbursement.
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