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GLS US

Complaints

This profile includes complaints for GLS US's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

90 total complaints in the last 3 years.
73 complaints closed in the last 12 months.

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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:06/09/2025
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.
On Friday, May 30, 2025, GLS informs me that the package will be delivered that day by 5pm. Of course, it wasn't. I emailed them and also chatted and spoke to representatives and received notice that the package was missing. Then a few days later, an agent informs me that it had been found and is scheduled for delivery. It was never delivered. Today, I send them another email and an agent response by telling me it's missing and to contact the original shipper for compensation. This is one of the most irresponsible and incompetent carriers I've encountered. I've uploaded an example of one of many email exchanges I've had with this sorry company.
Business Response
Date: 07/08/2025
Dear ******** **,

On behalf of ***, we sincerely apologize for your missing package and the inconvenience this has caused you. We understand that when you entrust a package to our care, you expect it to arrive safely and on time - this is a fundamental promise we made to you, and we are very sorry for falling short. Our team will reach out to the shipper, ThredUp, on your behalf so we can pay the claim.
Customer Answer
Date: 07/08/2025

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,

******** **
Initial Complaint
Date:06/04/2025
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.
GLS Delivery Driver for ***** has continually left our packages at the end of our road. There are 4 houses on this street why are they so lazy that they they feel the need to drop it at the end of the street in the middle of the road in front of my neighbors house? This is un excusable anyone could have driven by and picked it up.They have also forged our signature on our latest delivery... we didn't sign for anything. Thankfully my wife was on her way home and saw the box in the street.Forgery in ******* is a class 4 felony!
Business Response
Date: 07/03/2025

Dear Orion,
We are very sorry to hear about this. We take matters involving forgery of a signature very seriously. We have let the Operations Leadership of the nearest depot to you know of your experience, so they can address this and prevent it from happening again.
Customer Answer
Date: 07/07/2025

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. If this happens again I will be pressing charges.

Sincerely,

Orion *****
Initial Complaint
Date:05/28/2025
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.
On Wednesday, May 28th 2025, at approximately 0918 hours, GLS employee whom delivered my pakcaged was impatiently unprofessional. She ring my door bell. As she was waiting impatiently, she forged my signature on my packaged and threw it over my back patio. As I approached to open my door, I could hear my bottle and aluminum cans dings loudly. As I opened my door, the *** employee claimed that she threw it over my back patio. I told where was my packaged from. She said tackle warehouse. I was irritated and closed my door. I retrieved my package from my back patio. Package was about $500 worth of items. I remembered my packaged required a signature from me the receiver. As I checked my packaged status on GLS tracking system, my package was forged by a signature which I never signed. This is the reason why I want to file a complaint about my GLS experience. I tried to go online to make a complaint but there website was unavailable. I have proof of the delivery as my camera was able to record the *** employee unprofessional action.
Business Response
Date: 06/24/2025
Dear Michael,
We sincerely apologize for your experience with your delivery. We take
complaints of forged signatures very seriously. We have forwarded the details
of your experience to the Operations Leadership in the Fresno, CA area to address
this and prevent from happening in the future.
Initial Complaint
Date:05/19/2025
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.
This company attempted delivery of an item I bought online (and paid for said delivery). the first time and left a tag. I called and requested a re-delivery, I was told by their customer service **** that I'd have to go online to request a different day re-delivery. I went online, requested a re-delivery, they system told me the item would be delivered in the afternoon for a specific day. I took the day off. I can sit and watch all the deliveries truck coming to my apartment complex and everyone walking to my apt. They claimed they attempted delivery in the morning but no one drove up or came up to my door. I Complained and re-scheduled for the next day (I'd be working from home). Next day? Same, they said they tried but no one drove up or came up to my apt. The item was sent back. ***************** Too bad, call the shipper and have it re-sent.
Business Response
Date: 06/16/2025
Dear JP,
We sincerely apologize for your
experience with us and for the amount of your time this delivery has taken up. The customer
service you received was not up to our standards and we are very sorry for the lack
of communication you received. We are continuously working to improve our
customer experience and delivery communications. Thank you for submitting
your experience as it helps us to improve our operations in your area.
Initial Complaint
Date:05/13/2025
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.
This shipping company has lied numerous times about attempting to deliver my package. First stating they tried and no one was home. My 2 dogs would disagree with that statement. And the second time they lied that there is a security gate in my sub division (THERE IS NO GATE TO OUR SUB DIVISION). I still don't have my package as of 5/12 Their customer service is a joke. They answer emails well after the time or request has expired. This is the most frustrating e p3ri3nce I have EVER had with a package. STAY FAR AWAY FROM THIS COMPANY IF POSSIBLE!!
Business Response
Date: 06/11/2025
Dear *******,
We sincerely apologize for your delivery delay, your experience with our customer service, and the frustration this has caused you. We are currently working to improve our response times of our customer experience team. According to our records, your package (Tracking #*********) was delivered on 05/13/25.
Initial Complaint
Date:05/09/2025
Type:Customer Service 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 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:05/05/2025
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.
On 4/21/25 a delivery from "Who Gives A Crap" tracking # TJGR0960948703 was supposed to have been delivered to my address. The GLS driver delivered the package to a wrong address. The photo was clearly not my building and I never received the package. I contacted *** customer service. I received this reply: "Thank you for contacting GLS.We are currently awaiting a response from the driver follow-up request investigation. We apologize for the inconvenience this may have caused and appreciate your patience.Please let us know if you have any further questions or concerns.Thank you again for reaching out to GLS!"That was all I ever heard from them.
Business Response
Date: 05/15/2025
Dear *****,
We sincerely apologize for the delivery delay and your experience with our customer service team. The geocoordinates of the tracking number provided (TJGR0960948703) match the recipient address and the image does show the same apartment #*** that was listed on the address.
Customer Answer
Date: 05/16/2025

Complaint: 23281086

I am rejecting this response because: the photo depicts the building next door to the one I live in. The address of that building is ********************************************, not the address of my building which is *******************************************, thus the door shown is not the door to my apartment. My door is white, not brown. Are you unable to admit driver incompetency and the fact that the driver made a mistake?

Sincerely,

***** *****
Business Response
Date: 06/11/2025
Dear *****,
We are very sorry for the mis-delivery of your package from "Who Gives A Crap" tracking # TJGR0960948703. We will document this and contact the shipper to let them know we delivered it to the incorrect address. We will approve the claim they submit for reimbursement.
Customer Answer
Date: 06/11/2025

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, provide GLS takes action in a timely manner.

Sincerely,

***** *****
Initial Complaint
Date:04/17/2025
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.
on april 12 gls claimed they delivered my package but could not provide any information as to where or when as there was NO package ever delivered. the shipper opened a research case and literally the next day the closed the case as MISSING. shows they did not research it at all. i still have not been refunded by shipper. on april 14 they received a parcel to be delivered to me via express overnight shipping on april 15. i called them 3 times on april 15 and kept being told it would for sure arrive april 15. i was tethered to my phone all day as i believed them and they have to dial a gate code that goes to my phone for building access. i checked the tracking on their website and all day showed out for delivery and the delivery time said ******pm then changed to 9-11 pm. i waited and waited and NOTHING. i contacted them this am as when i checked the tracking i was shocked to discover their updates see attached. when i called to get the information explained to me i was told i could not speak to anyone in the shipping department , i was also told that the parcel was not supposed to go to poway it is supposed to go to gardena but they have no idea who's error it is (happened 2 x in a week same shipper) they claim that caused a delay although there is no documentation for that. the time line does not make sense as you can see - somehow a overnight express delivery shipped april 14 is supposed to come now on april 17! hardly overnight. somehow it was out for delivery all day but didnt have time to deliver it so at 230 am they claimed an accident and rescheduled from the 15 to the 16. then for an unknown reason the morning of the delivery day april 16 they **** changed it from the 16 to the 17 after contacting them 3 times to find out why i was told sorry we dont know email the shipping department and refused to help me and told me no one can call the shipping **** and the shipper refused to do anything but lie about the shipping service .
Business Response
Date: 05/15/2025
Dear ****,
We are very sorry for the experience you have had with GLS.A claim was filed for order #********, we will reach out to the shipper to advise they should reimburse for both orders, and we will work with them on claim for order #*******.
We have forwarded the information out to the local depot to identify why the driver used the scan that made it seem there was an accident or weather-related delays and will take corrective measures with that driver.
Customer Answer
Date: 05/16/2025

Complaint: 23214694

I am rejecting this response because:
does nothing to recoop my time or energy wasted. you delayed shipment for days and days on the second parcel for zero reason. luckily road runner sports contacted me but your company wasted so much of my time
Sincerely,

**** ******
Business Response
Date: 06/13/2025
Dear ****,

Thank you for your feedback, and Im truly sorry for the frustration and inconvenience this situation has caused you. I understand how valuable your time is, and I sincerely regret the delays and lack of communication regarding your second parcel.
Please accept our sincerest apologies for the disruption and the impact it had on your experience. While were grateful Road Runner Sports was able to step in, we recognize that the responsibility to deliver timely service falls on us, and in this case, we fell short.
We are actively reviewing what went wrong to ensure it does not happen again, and I truly appreciate you bringing this to our attention.
Customer Answer
Date: 06/14/2025

Complaint: 23214694

I am rejecting this response because:
it is useless. they wasted time i can never get back out of my life for no reason and personally i do not believe they proved that they are not a scam - what company fails to deliver 3 packages? unheard of
Sincerely,

**** ******
Initial Complaint
Date:04/03/2025
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.
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 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.
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.

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GLS US is BBB Accredited.