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OSM Worldwide

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Logistics.

Complaints

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

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OSM Worldwide has 4 locations, listed below.

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    Customer Complaints Summary

    • 84 total complaints in the last 3 years.
    • 41 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/06/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 order was shipped by the retailer using OSM on 11/29/23. It has been marked as in transit to **** for days and no tracking updates since 12/3/23. It is now 12/6/23 and there are no updates other than the package arriving at an OSM facility in **** ** on 12/3/23. **** is still not in receipt of the package. Can you help locate my package. The tracking number is **********************.

      Customer Answer

      Date: 06/14/2024


      Better Business Bureau:

      The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 

      Sincerely,

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

    • Initial Complaint

      Date:11/22/2023

      Type:Delivery Issues
      Status:
      Resolved
      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.
      A company I ordered from uses this shipping partner, if I had known I would have found ANY alternative. Look them up and all you can find are hundreds of complaints, it certainly can't be coincidence! They coordinate "last-mile" deliveries with a certain nationwide govt shipping service, who gets a lot of flak, but they actually manage to deliver my stuff on time despite holiday season, long hours, and awful working conditions for their postal workers. Meanwhile with OSM, my package got across most of the country to my state in 3 days (actually props for this), and now its been sitting "departed" their facility for over a week. Their location in Y*rk is where packages go to die. My research would suggest that either it's lost at this point, or it's sitting on a truck that they won't move until it's completely full which can take up to a month. For a company whose website claims 98% delivery rate within 2-5 business days they must be using some REALLY crazy misleading metric to track that. If you call either company to ask for a tracking update or answers to why it's run this way, they'll refer you to the other company and basically tell you it's not their problem. And if your package actually is lost, "there's many vendors in the shipping process", so they won't take liability for their mistake and tell you to request a refund or replacement from the shipper. Nice, pass on the cost to real businesses. This company needs to go under, I don't know how they survived COVID when so many legitimately good ventures failed.

      Business Response

      Date: 06/14/2024

      Thank you for your complaint.  OSM Worldwide is a 3rd party mail sortation company.  We were not involved in the sale of your item.  You will need to contact the retailer you purchased the item from to address your complete (return the item,issue a refund, etc.).  Thank you.

    • Initial Complaint

      Date:11/18/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 product from ******** on the 10th. The product was given to OSM worldwide on the 11th. It was shipped to ** on the 13th. It was then sent to ***** on the 15th and is sitting there according to their records. It is still there today. On the 18th. Here is the fun part. I think OSM worldwide is a cover business. Ordering things that the seller says is in ******* and buying time for them to ship the products in from another country. If I ever do receive my item I will be checking it for validity.

      Business Response

      Date: 06/14/2024

      Thank you for your complaint.  OSM Worldwide is a 3rd party mail sortation company.  We were not involved in the sale of your item.  You will need to contact the retailer you purchased the item from to address your complete (return the item,issue a refund, etc.).  Thank you.

    • Initial Complaint

      Date:11/15/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 have recently enrolled with DoneFirst, an online healthcare company. They manage my prescriptions through RxOutreach, who then ships out the medicine through OSM. I received tracking number ********************** for one of the medications, which was sent out from ******. I live in south *****. The package then next showed up in ********, only to be sent back to *************, an hour south of ******. Yesterday my package was supposedly already in my hometown by 1:35PM. This morning it was reported to be in *********, which is further away. The business claims rapid, transparent shipping, and boasts 24/7 tracing technology, along with optimized last-mile coordination with ***** As evident from this experience and the other complaints documented on this site, this does not seem to be the case. There is either an issue with planned shipping routes, or with tracking reports. The reported route must be either be using inaccurate messaging, because it should be impossible for a shipment to take this long to move from ****** to the Rio Grande Valley. Now, if the package had instead originated in ********, this would be more understandable, but again, the tracking messages are not detailed about the process. In any case, it's concerning to see this is how OSM handles shipments from a pharmacy.

      Business Response

      Date: 06/14/2024

      Thank you for your complaint.  OSM Worldwide is a 3rd party mail sortation company.  We were not involved in the sale of your item.  You will need to contact the retailer you purchased the item from to address your complete (return the item,issue a refund, etc.).  Thank you.

    • Initial Complaint

      Date:07/22/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 from a seller on Walmart.com who shipped through OSM worldwide. Tracking number: ********************** The item is now late and the last update was that it was departing an OSM facility. **** website says this can take up to 2-3 business days of transit. It has now been 4 business days not including the day it departed. Filing a complaint seems like the most legitimate option to track and receive my package, which is time sensitive.

      Business Response

      Date: 07/28/2023

      Thank you for your complaint.  It appears your package is delayed in transit.  We are unable to locate the exact location of your package.  We have contacted the ***** our delivery partner, for assistance in determining your package's location. While we await status of your package, you may reach out to the retailer you purchased the item from to request a refund or request a replacement item be reshipped.  Unfortunately, OSM is unable to refund any monies to you as we are not involved in the sales transaction.  

      Customer Answer

      Date: 07/28/2023

       
      Complaint: 20361697

      I am rejecting this response because:

      The last peace of information that is accessible to me is that this package was in transit via osm. Presumably meaning that osm lost the package. This response neither confirms the location of my package nor its expected delivery. 

      Business Response

      Date: 07/29/2023

      We understand your frustration.  In the supply chain process of fulfilling an ecommerce order, there are multiple vendors involved in the process and typically multiple variables that *** cause delivery delays.  The retailer you purchased your item from is the only entity in this fulfillment process that can resolve your complaint financially.  You can ************** them to cancel your order for a refund, request a new product to be sent, or continue to wait for your package.  

      Customer Answer

      Date: 08/01/2023

       
      Complaint: 20361697

      I am rejecting this response because:

      There Is a plethora of evidence that this is the way this business functions, based on the bbb reviews for the three different accounts on behalf of this business. ****** reviews, and yelp reviews. The shipping information even I have access to is clear, my package was lost in transit by osm. This is a failure on osms part and while I may reach out to the seller for compensation it does not change this companies culpability. I have requested information on my packages whereabouts, based on the information I have it is still in someway in possession of osm. So I will continue to ask for this information until it is resolved. 

      Business Response

      Date: 08/07/2023

      We apologize our response was not satisfactory to you.  Unfortunately, because we are not involved in the sales transaction, we are unable to assist you further.  What you need to do is request a refund or a replacement item from the retailer you purchased your item from to resolve the matter.  The retailer will be happy to process your request. 

      Customer Answer

      Date: 08/07/2023

       
      Complaint: 20361697

      I am rejecting this response because:

      I am seeking a resolution of either identifying the location of my parcel or having my parcel be received, either to **** or to me. I have already received a refund from the seller and received a replacement item from a different seller. If the parcel now shows up I will be charged again due to the terms of service of the original seller. This is unacceptable and is happening solely because of osm. I am hoping to procure either a written statement saying I will not receive my parcel which I can use to defend against a charge from the seller which I will then accept as a resolution, or an accurate location of my parcel and timeframe as to when I can expect the parcel so I can attempt to return it for a refund or sell the item. 


      Business Response

      Date: 08/08/2023

      We are glad you received a refund and your replacement order.  We do not have the exact location of your package, nor are we able to provide an accurate estimated delivery date.  As you know, your package has been delayed in deliver. In the case of order, our business customer is a fulfillment house.  The seller you purchased your order from uses a packaging company which partners with our customer, *********************.  For e-commerce orders such as this, the seller handles all returns, refunds, reorders.  Should your package be delivered to you, simply return it to the seller.  

      Customer Answer

      Date: 08/08/2023

       
      Complaint: 20361697

      I am rejecting this response because:

      I am speaking to the company who was physically handling and is in physical possession of my parcel, I refuse to accept that you are unable to provide me with a written statement that my parcel is undeliverable or locate my parcel. 

    • Initial Complaint

      Date:07/19/2023

      Type:Delivery Issues
      Status:
      Answered
      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 through **** a package in July 9th, and the shipper is OSM Worldwide. The tracking number is ********************** The last update that I've had was from Saturday, saying that it left ****************. It was supposed to be delivered on Monday (July 17th) but it hasn't even reached the ***** The worst part is that I don't get any more updates. I hope you can help me and thank you.

      Business Response

      Date: 07/28/2023

      Thank you for your complaint.  We are unable to locate the exact location of your package.  We have contacted the ***** our delivery partner, for assistance in determining your package's location. While we await status of your package, you may reach out to the retailer you purchased the item from to request a refund or request a replacement item be reshipped.  Unfortunately, OSM is unable to refund any monies to you as we are not involved in the sales transaction.  

    • Initial Complaint

      Date:05/22/2023

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Tracking# YT2313121272005270 Order was placed on May 10, packaged was collected in the 12.Custom clearance was cleared in ** on the 17 and then went from LA, NV and now in ** and now having no updates since the 19th

      Business Response

      Date: 05/25/2023

      Thank you for the complaint.  Unfortunately we are unable to find any package data for you based on the tracking number you provided.  We are happy to look into this further if you can provide an accurate tracking number for the *****

      Customer Answer

      Date: 05/26/2023

       
      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,

      Nazarene **

    • Initial Complaint

      Date:04/26/2023

      Type:Delivery Issues
      Status:
      Answered
      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.
      Nearly a month has passed since a package ordered from ******. **********************. In half that time I've received packages placed after thid order from *****, ******* , *******, etc. Much of this time , since April 19th the package has "Departed Shipping Partner ********* **** Awaiting Item" despite being a 7 hour drive from Austel GA to ***********, ** and yet no delivery . Another package left the same facility two days ago that I may not receive . Not for weeks anyway .

      Business Response

      Date: 05/04/2023

      We apologize you have yet to receive your order. Upon researching your package it appears your delivery is delayed. We have reached out to our trucking carrier and our delivery partner, ***** to track the exact whereabouts of your item. We will update you after the packages location and expected delivery is determined. In the meantime if you are not able to wait for the delivery, we suggest you contact the retailer you purchased from to request a refund. You can also reach out to our customer service team anytime at *********************************************************. 

    • Initial Complaint

      Date:04/25/2023

      Type:Delivery Issues
      Status:
      Answered
      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 purchased an order on 4/2/2023 for a value of over $250. I was alerted it was shipped on 4/3/2023. The website states that most U.S. orders are delivered in 4-7 business days, my tracking number at **** says "Picked up by shipping partner, **** awaiting item (Shipping Partner: OSM Worldwide). On OSM Worldwide's website, it says "visit **** for most up to date information" and I am now on day 21 of waiting to hear anything about where my package is. OSM's website FAQ's says "our packages usually arrive 25 business days after they leave our facilities" and it has been well over that. I would like to know where my order is and when it is finally going to get here. Tracking number **********************

      Business Response

      Date: 04/26/2023

      OSM has not received your package from the retailer you purchased from.  The tracking event on the **** website is only an indication a label was printed by the retailer.  When OSM receives your package, a tracking event will update with the facility location it was received at.  You will need to contact the retailer you purchased your item(s) from regarding a refund, cancelation, or to request when your items with ship.  OSM is not involved in the ordering or fulfilment of an order process.  

    • Initial Complaint

      Date:04/24/2023

      Type:Delivery Issues
      Status:
      Resolved
      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.
      OSM has not updated the following tracking number and they have not been updated or logged into the **** network for, at the longest, 29 days. ********************** ********************** **********************

      Business Response

      Date: 04/26/2023

      OSM has not received your packages from the retailer you purchased from.  The tracking event on the **** website is only an indication a label was printed by the retailer.  When OSM receives your package, a tracking event will update with the facility location it was received at.  You will need to contact the retailer you purchased your item(s) from regarding a refund, cancelation, or to request when your items with ship.  OSM is not involved in the ordering or fulfilment of an order process.  

      Customer Answer

      Date: 04/26/2023

       
      Complaint: 19977096

      I am rejecting this response because: please see attached screenshot. "Your item was picked up by a shipping partner at 11:19 am on March 27, 2023 in ***********, ** *****. This does not indicate receipt by the **** or the actual mailing date. Picked Up by Shipping Partner, **** Awaiting Item
      ***********, ** ***** 
      March 27, 2023, 11:19 ************** Partner: OSM WORLDWIDE"

      Sincerely,

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

      Business Response

      Date: 05/01/2023

      Unfortunately, as we stated prior, OSM has not received your packages from the retailer you purchased from.  The retailer you purchased your items from, ***************************, is aware of this issue.  When orders are placed through them, the retailer will upload a shipping file of the packages and this upload will create a tracking event stated the package(s) were picked up by Shipping Partner.  In mid April 2023, this process was changed so the tracking event now states, Label Created.  Two of the three packages, 9261290289108906171694 and 9261290289108906230476 indicate the package was picked up by Shipping Partner.  These orders placed through *************************** were in March 2023 and early April 2023.  The order you placed, tracking number **********************, was after the tracking event process was changed and states a label was created. Again, OSM does not have your package. *** is not involved in the order fulfillment process and the retailer you ordered from has yet to ship the packages to OSM.  You will need to contact *************************** directly to request a refund, cancel your order, and/or check on when the packages will be shipped to OSM.  

      Customer Answer

      Date: 05/08/2023

       
      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,

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

    OSM Worldwide is NOT a BBB Accredited Business.

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