Business Profile

Logistics

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

84 total complaints in the last 3 years.
82 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:01/03/2025
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.
This business delivers packages and are not very good at it. Several times their incompetent drivers have delivered my items to the wrong apartment or address or other's packages to my address. I've literally had to take packages to others that were dropped at my place by mistake. Now, just last night they delivered an item of mine to my neighbors back door in a breezeway. It's obvious that area is not a front door, there's not even any addresses but somehow they delivered it there. Luckily they take pictures of their deliveries so I went to retrieve my package and it wasn't there. I rang my neighbors doorbell and they didn't answer. Basically I don't think I'm getting my package back and it was a one of a kind item I ordered online. This company needs to better train their driver's to deliver properly. A lot don't speak English very well and often seem confused. At least teach them how to use ****** translate and properly locate addresses or ask for help. I've had to also help them several times locate the correct area. Had I known they'd be the ones delivering my product I wouldn't have ordered from that particular website.
Business Response
Date: 01/31/2025
Dear ****,

We sincerely apologize for the delivery failure and for the ongoing issue of your package being delivered to the wrong address. We understand how frustrating this is, and we have escalated your case to our Operations leadership team.Please follow up with the shipper for reimbursement.
Initial Complaint
Date:12/30/2024
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.
The carrier GLS was notified that this package had been mis-addressed. They were given the correct address on December 23, and delivery from the Eureka distribution center was promised for December 24th.Instead, GLS sent the package from ******, only 35 miles from the destination, to a warehouse in **********, which is 250 miles from the destination delivery ******** addition, GLS did not bother to request address correction confirmation from the consigner, CHME, until some time on December 26th. A delay of three days is inexcusable.Sending a package 250 miles farther away is unacceptable.Mishandling medical equipment, which is what this contains, is grossly incompetent.
Business Response
Date: 01/15/2025
Dear *****,

On behalf of ***, we are very sorry for your experience. We understand the importance of delivering medical equipment and this is not acceptable. Our records show that we started requesting an address update on the 23rd when we were provided the incorrect address. On the 26th, the consigner could not verify the address information, and it was returned to them. Again, we sincerely apologize for this delivery failure.
Customer Answer
Date: 01/19/2025

Complaint: 22732629

I am rejecting this response because it is misleading at best, a lie in reality.
The company I ordered this equipment from has had the correct address in their system for at least 3 years. I September, I confirmed this address to them via Email (COPY ATTACHED). That order was instead addressed to ***** and delivered there; it was only due to my quick action in tracking, and picking it up myself, that I avoided losing the first equipment sent to me. ***** CHME, the consigner, and GLS were notified in emails AND phone messages of this error.
This second shipment was ALSO confirmed with CHME as having the correct address. The shipper, GLS, generated a shipping label leaving out every part of the address except the ** Box number, 42. What a surprise it didn't make it here. However, they were notified by phone and by email on the 15th of the error they had made. GLS failed to correct the address, and claimed it was because **** did not respond to an email... which GLS sent 2 days later.

Sincerely,

***** ********
Business Response
Date: 02/18/2025
Dear *****,
We sincerely apologize for this. It was an egregious error and completely unacceptable. We will use your experience to improve our internal processes to prevent this from occurring again.
Customer Answer
Date: 02/18/2025

Complaint: 22732629

I am rejecting this response because, while the apology sounds sincere, there was no offer for actual compensation. At the very least, as full refund of any delivery charges should have been made, which were added to my equipment costs.

Sincerely,

***** ********
Business Response
Date: 03/14/2025
Dear *****,

We understand your request for reimbursement. Please send an invoice of what you were charged to the email ****************************************** and address it in regard to the CX Director.
Initial Complaint
Date:12/13/2024
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.
*** supposedly has been in possession of my package since 12/10/24. Tracking #********************. Initially it was supposed to be delivered on 12/11/24 by 5PM. It wasn't. I contacted them on 12/11/24 at that time they told me it had been rescheduled for today and asked me for my email address as they would send me any updates. I never received any such email. This morning I call right at open and they assured me it would be delivered this morning. At noon I call as it's now no longer morning, they tell me it's still being sorted and would be delivered by 5PM today. I tell them they told me the same exact thing yesterday. They ask my for my email address again, I tell them they already have my email address I never received anything. I call again a few minutes ago and apparently my package IS STILL BEING SORTED! I ask them straight out do you even have my package? They say yes. I say then I will come pick it up! They tell me I can't! I want my package! They've had it for days now and just keep telling me it will be delivered, it will be delivered but it never comes!
Business Response
Date: 12/19/2024
Dear ******,
We sincerely apologize for the delay of your package and the effort you had to put in to track it down. This falls well below our service standards, and we apologize for the lack of information that should have been available to you. We have reviewed the details of your shipment, and it looks like it was delivered on 12/12/24 at 6:30 PM.
Initial Complaint
Date:11/25/2024
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 got an email from ******* saying my order was out for delivery so I clicked on tracking link and it said out for delivery on that Monday 11/18 but due to an emergency I had to leave my house at 2:30pm and returned at 4:12pm and missed them by just a few minutes. I called the number on the door tag and they assured me that they would redeliver Tuesday so I cancelled my Dr **** and stayed home all day. They did not show, I checked the tracking number again by 3pm and it said incorrect zip code resched delivery. So I called again and they apologized that was a mistake and they would redeliver. I explained I had to work the rest of the week and they asked what time I would be home and I said 5:30 so they said they would put in a request to the driver to deliver after that time and that I would get text alerts when they were coming. Wed they showed up at 10am. I called again Wed night, same conversation. Thurs they showed up at 11am. Called again - same conversation. Friday I called from work and said that I would be home earlier and wanted to make sure package was out for delivery- customer service told me package was not on the truck, it was at the depot because they had already attempted 3 deliveries so no more attempts yet no communications to let me know that. He said I could go pick it up- but depot closed at 5, gave me the address. I left work early, lost $150 of pay, got to the depot at 4:30pm and it was closed! So I called and after some words again, they assured me that manager had approved Saturday delivery 11/23 by 4pm. And yet no package was delivered.
Business Response
Date: 12/20/2024
Dear ******,
On behalf of ***, we sincerely apologize for the inconvenience this package that has caused you to use your valuable time to track it down. This should not have happened, and we are sorry for the delay of your package. According to our records, we have proof of delivery of 2 packages being delivered to your address at 11/27/2024 at 11:51 AM.
Initial Complaint
Date:11/21/2024
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.
They are refusing to deliver my package, they keep claiming they attempted to deliver it, but I've never gotten a phone call or email from them about it. I've called their customer service line a few different times, and was told my package would be delivered, but it wasnt.. then they claimed it was lost, but the tracking log said they "attempted delivery" again after that. I don't know what else to do, I just want my package.
Business Response
Date: 11/27/2024
Dear Elizzard,
We sincerely apologize for the delay of your package and the time you put in to track it. We are sorry this has happened, we dont want any of our customers to experience this. According to our records, your package was delivered on 11/23/24 at 5:02 p.m.
Initial Complaint
Date:11/20/2024
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.
This company has not delivered my package from ******* in over a month. The delivery was canceled after the 1st 2 weeks, Then Directv used them again to try to deliver my package. So far I have received nothing. The driver says they cannot get into the complex. This complex has 3 entries for cars and one pedestrian entrance. No other service, ******, ********** ***, and all others have no issue getting inside. Also, the office is open from noon - 6pm.The code for the entrances is only given to emergency services and law enforcement. Most drivers enter through the gates when a car exits. There are over 160 units in this complex, so the wait is never long.
Business Response
Date: 12/12/2024
Dear *******,

We are sorry for the delivery failure of your DirecTV package. According to our records, On 10/29/24 the driver communicated that they attempted to deliver package 3 times and the callback was not working, and as you mentioned the package was returned. There was an additional package that was sent, tracking number ********* that was sent. Our records indicate that this package was successfully delivered 11/25/2024. We again apologize for the delay in your receipt of the package, but are happy that we were able to get this successfully delivered.
Initial Complaint
Date:11/16/2024
Type:Customer Service Issues
Status:
UnpursuableMore 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'm filing this complaint against the operator of General Logistics Systems located at *********************************************************************************. That is the address that a search on the ************************** website reports, but clicking on it take me to this page for GLS in **************, ****. Please direct my complaint accordingly. Nevertheless, *** has persistently demonstrated the exact same issue in its locations throughout the country. I've previously filed complaints for the same issue in ** and *** as well as here in ****, **. The company's delivery personnel persistently violate the laws regarding shipment of alcoholic beverages by first - failing to obtain an adult signature, then secondly - forging that customer's signature. The company previously committed to address this issue, but it clearly has not.
Initial Complaint
Date:11/13/2024
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 received a notice that my package was delivered on November 5th. It was not by the front door or anywhere else on my lot. When I tracked the package, there was a photo of where it was left confirming it wasn't left at my trailer. When I located the trailer in the photo, the package wasn't there. Your driver came out to investigate. He was polite and concerned that that would have to pay for the mistake. The person who occupied the trailer is a line worker and stays onsite during the week. The package was stolen. I used the chat option on your website to report the theft and your representative assured me that I would receive a response within 24 hours. As of now, I haven't been contacted. ************ is refusing to file a claim without any documentation that the package wasn't delivered to the correct address and was stolen. Please contact them and inform them they need to file a claim and inform me i writing that you have done this so I can file a dispute with my credit union if they refuse to comply.
Business Response
Date: 12/12/2024
Dear *****,
On behalf of ***, we are very sorry that you failed to receive this delivery. We are currently in process of working with ************ to get you reimbursed $13.99 for the package. Someone from either ************ or our internal claims team will reach out to him to provide further information. Thank you for bringing this to our attention.
Customer Answer
Date: 12/16/2024

Complaint: 22550382

I am rejecting this response because:
The total price of the order should be refunded to ************ and not just the shipping costs. I need verification that *** will refund the total price of the order to ************ so that I can continue the dispute with my credit card company.

Sincerely,

***** ******
Business Response
Date: 12/23/2024
Dear *****,

Yes, we will reimburse the full amount that CarParts files a claim for.
Customer Answer
Date: 01/03/2025

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:11/08/2024
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.
On 10/29/2024 I setup a delivery of $2,000 of plant material to be shipped from ********* to *******************. This is Shipment Number *********. It was picked up on 10/30/2024 at 11:38am. On the tracking no update shows since 10/30 when it was picked up. It has now been over a week with no status updates. I have communicated with **************** to no avail. They have been unable to provide a status update on this shipment, and I am concerned because it is live plant material. It is dire that this freight be delivered in a timely manner or it could die and be a $2,000 loss. Where is this package? Has it been lost? Why has nobody been able to provide me a status update of this shipment? Where is the shipment? I need this for a project and this has jeopardized my project and reputation with my client. If this matter cannot be resolved through this complaint process, I will be forced to pursue further recourse through the California Attorney General consumer complaints procedures. I hope you can find this shipment and deliver it so we can bring swift closure to this matter.
Business Response
Date: 11/27/2024
Dear Max,
We sincerely apologize for this experience you had with your scheduled delivery. Thank you for sending us your information. Your tracking number, contact information, and statement of your problem has been escalated to senior leadership, and they are going to look into this.
Customer Answer
Date: 12/03/2024

Complaint: 22528923

I am rejecting this response because:
After over three weeks of attempting to contact the team at Mountain Valley Express, with no response from them, we received the parcel in bad condition though the tracking never updated. Our plants had been sitting in that warehouse for that entire time. I attempted contact on a daily basis and received only form responses. Our plants were completely desiccated while sitting in the warehouse and may not survive, they are showing a lot of damage. I am unsatisfied with the unprofessional conduct and lack of a response, especially from the contacts at the Jurupa Valley MVE.

Sincerely,

*** ******
Business Response
Date: 12/23/2024
Dear Max,
The separation of our freight division has been completed, and we can no longer assist on Mountain Valley Express matters.
Please reach out to **************************
Initial Complaint
Date:10/10/2024
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 was previously sent a check from the *** in *****, **. The check was sent to my grandmother's address & the delivery requested a signature upon receipt. Notification that a delivery was attempted was NOT left here. Your company returned the check to the ***. NO footage from my cameras supports anyone EVER came here in the last 30 days.CCC made contact with us recently & advised the return of the check. I advised CCC Wednesday would be a day when someone would be home the majority of the day to sign for the delivery of the ******** a result I received a delivery text from GLS *************) on 10/9/24 at 10:31 am indicating delivery was coming between 9:40 am and 10:10 am, ridiculous considering the notification was after the time the delivery window.I stil have NOT received by delivery!At about 1:30 pm I received a call from a female at *** advising me they could not make it by 12:30 pm, & she if someone would be there to sign later today. I was being registered and could not talk much. I told her someone would be back at the house in ten (10) minutes.Regardless, the delivery was not attempted or made ALL day.I called in when I came home, and some woman LIED to me by telling me they attempted a delivery at 9:50 am. I argued with her and advised her that we were her then and no one came to the house.Unfortunately, The LIE can be proved since I have a Ring door camera, and a front driveway camera. Neither show ANY delivery attempt ALL DAY. The footage is available for thirty (30) days if you which to watch the ALL day footage.If this check is NOT delivered first thing this morning, I am contacting EVERY agency that can provide assistance to us; and I am also notifying the sender, CCC, to advise them of your horrible delivery and customer service. Hopefully, going forward, they will chose to use another facility to deliver their packages.
Business Response
Date: 10/15/2024
Dear Akiro,

On behalf of ***, we sincerely apologize for the delay of your delivery from the CCC. According to our records, your package with the tracking number ********* was delivered to you on 10/10/24 at 10:17 AM. Thank you for bringing this to our attention and we are sorry for the inconvenience this has caused you.

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