Business Profile

Logistics

OSM Worldwide

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

83 total complaints in the last 3 years.
40 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.

Initial Complaint
Date:01/26/2023
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.
Tracking number says *** package was picked up on the 16th. OSM claims they never received it.
Business Response
Date: 01/26/2023
We are very sorry you haven't received your order. We know how frustrating it can be to not receive an order when expected. Unfortunately, we are unable to help further on this complaint without a tracking number. Can you please provide the tracking number and we're happy to look into the matter? You may also send it to *******************************.
Initial Complaint
Date:01/24/2023
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.
I really wish I wasn't filing this complaint but it seems like this is the only way this business will actually reply to the questions you have regarding your tracking information, which is honestly, just sad.Buyers, if you place an order and see this is the company who will be fulfilling it, be ready to call your credit card company to dispute the charge and/or the merchant to request a refund ASAP. Do not expect to receive your order from here!I placed an order on Jan 17th through Higround and received the tracking number which is **********************. Despite emailing and calling this company dozens of time, I haven't been able to get a response. I agree when everyone else says they don't understand how a place like this can still be in business. It seems a lot of their responses are just excuses blaming the "high-volume of orders received" which isn't an excuse Your clients should not have to suffer as a result of your lack of professionalism and being short-staffed.
Business Response
Date: 01/25/2023
OSM is not in possession of your order. Your product has yet to be shipped by the retailers fulfillment house. When OSM receives your order a tracking event will be created. In the meantime you can cancel your order and request a refund through the retailer you purchased your order from.
Customer Answer
Date: 01/26/2023

Complaint: 18892030

I am rejecting this response because: Both, ShipBob and the merchant confirmed this shipment was received by your company in the morning of Jan 24th. I also spoke with a representative of your company who admitted the package was probably received but not scanned in the facility yet. Do your job, scan the package and update the tracking information.
Sincerely,

*************************
Business Response
Date: 01/31/2023
We apologize our response wasn't acceptable to you. At the time of your complaint, January 25, 2023, OSM had not received your package therefore we were unable to give you any accurate tracking information. We did receive your package on January 26, 2023 and as of the most recent tracking events on the **** website, your package is due to be delivered by EOD tomorrow, February 1, 2023. We understand how frustrating it can be to wait longer than expected for a package and we apologize for you inconvenience.
Initial Complaint
Date:01/13/2023
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.
OSM Worldwide received custody of my package on December 30, 2022. Since then, my package has made its way all across the country until finally arriving at their ************, ** facility on January 9, 2013. Since then there have been no updates for 4 days. They have not given my package to the **** and their customer care representatives have not been helpful at all. My tracking number is **********************
Business Response
Date: 01/14/2023
As of today at 5:03PM your package was successfully delivered by our delivery partner, USPS.
Initial Complaint
Date:12/30/2022
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.
According to tracking number ****************************** OSM Worldwide has had the package since December 8, but has not given it to the **** for delivery.
Business Response
Date: 12/30/2022
OSM is not in possession of your package. The retailer you ordered your item from has yet to ship it to OSM. The tracking event on the **** website is a standard message when a retailer creates a label for a package. We recommend you contact the retailer your purchased the item from and request a refund or for your package to be shipped.
Initial Complaint
Date:12/29/2022
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 purchased a book from ******** in ******* on 12/8/2022. It was shipped thru OSM Worldwide on 12/9/2022. It arrived at the *** facility in *************, **, on 12/12/2022. Since 12/12/2022, it has sat that facility. I have contacted *** by email several times and receive the same "canned" response-it the ****** fault.The **** has never received the package. The book store (********) resend me a replacement on 12/23/2022, but unfortunately they used *** again.Now, the replacement book is lost at ***. My original tracking number is: 9241990140824219658192.The replacement book's tracking number is: **********************.You can't call ***, only email them.
Business Response
Date: 12/29/2022
The first package that was shipped through OSMs shipping network is lost. There are multiple third parties involved in the shipping process we do not know the location of your package. The last tracking event indicates the package was sent to the ***** however they have yet to scan the package. We have alerted our delivery partner, ***** and requested notification for when it is found. You have already ordered a replacement item through the retailer you purchased the product from, however based on the tracking the package has yet to be shipped by the retailer. Because it has yet to ship OSM does not have possession of that replacement package.
Customer Answer
Date: 01/02/2023

Complaint: 18657785

I am rejecting this response because: the first shipment was never given to the ***** The second shipment was given to OSM. OSM has yet to give it to the ***** The second shipment is at OSM in *******, **. Why hasn't my second shipment left your facility? *********** the **** is OSM's excuse for employing thieves.

Sincerely,

*******************************
Business Response
Date: 01/04/2023
At the time of your complaint (12/29), OSM had yet to receive your package. Per the tracking events on **** website, OSM received your package on December 30, 2022. Currently your package is in transit to the **** for final delivery and is awaiting the **** to scan the package and send it for delivery. Your package should arrive any day.
Initial Complaint
Date:12/28/2022
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.
2 days before Christmas Eve I purchased a textbook on amazon for my college class (mind you this is a good 4 weeks before the class actually begins, more than enough time to get the product to me). On Christmas eve, my retailer gave me the tracking information, telling me that OSM Worldwide has picked up the package, and now it's just awaiting arrival at ***** I have NEVER HEARD of OSM Worldwide until this point (and judging by the reviews on this organization, I'm glad I haven't). On December 24th, OSM put on the system that they have received the package at the carrier facility (meaning their facility), and then on December 27th at 8:24 am they put another comment into the system stating the package is still at their facility awaiting transport to *****Today, it is STILL AT THAT FACILITY awaiting a 10-minute drive to the ****************** **** facility. I put in a ticket to OSM about this and I was met with a rude customer service rep named ******, and she proceeded to lie to me, stating that they have not received my package and that it isn't at the OSM Worldwide facility in ******** and that what I am seeing is a general response for every retailer who uses their services. They state in their FAQs that this is normal, it in fact IS NOT normal to lie to customers stating their package is in their facility and when the customer asks where their package is, it's suddenly still with the retailer. I need this package for my class!!!! I ordered this product with ample time to get it to me, the retailer has sent it to OSM and now suddenly they have no idea where it is. ******** isn't that far from ************, I should've just driven to get it from the retailer.
Business Response
Date: 12/29/2022
The tracking number we were able to locate for your package is 9241990217524475527362. OSM has not received the package from the retailer your ordered from. If you view the tracking events on the **** website (*************************************************************************************************************************) the most recent tracking event states the package is "Picked Up By Shipping Partner". In the supply chain your package is being shipped through, the retailer you purchased your item from uses a fulfilment house to process your order. When your order was placed and processed, ********************* printed a **** label for your package which triggers the first tracking event. However, your package has not been shipped to OSM yet. Please note, OSM is the package sorter and we are not involved in the order processing, packaging, or initial shipping of packages. Once your package is shipped to OSM and we receive the package, an additional tracking event will be updated. Options available to you are to cancel your order from the retailer you purchased from for a full refund or you may wait for the package to eventually ship. You may also follow up directly with the retailer to determine when the package will ship to you.
Customer Answer
Date: 01/02/2023

Complaint: 18651141

I am rejecting this response because: it was at your warehouse. I have confirmation from the seller that he shipped it on the 23rd. And he provided me with THREE responses FROM OSM WORLDWIDE stating three different supposed times you shipped my package. Once on the 24th, once on the 27th and now suddenly once on the 28th . Only this time, the 28th was the time yall shipped it. However now my package has been sitting at your **** ** warehouse since the 29th, claiming that **** is waiting the item. Its ridiculous that it is now 4 days since it has arrived in **** ** and it hasnt freaking moved. York is only 2 hours from where I live not even. There is ABSOLUTELY NO REASON why this package has been stuck in limbo there.

Sincerely,

*********************************
Business Response
Date: 01/04/2023
As of the date of the response to your complaint (12/29), OSM had not received your package from the retailer. Per the tracking events on **** website, OSM did receive your package on December 30, 2022. Your package is currently in route to the **** in your local area for final delivery. Your package should be arriving soon. Please continue to follow the tracking events on the **** website for an update on delivery.
Initial Complaint
Date:12/20/2022
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.
Package arrived at OSM facility in **** ** on 12/13, the same day it departed that facility to be dropped at ***** 12/20, **** still has not received the package. There are 4 post offices in ****, **, they could walk the package from the facility to the post office in well under 7 days. How is it a package can come the whole way from *****, through multiple states, then just disappear? Clearly, I am not the only one having issues. Perhaps the State's Attorney General should open an investigation. If you locate my package I will happily pick it up, this order was placed 11/2 and is a Christmas gift. Don't tell me to get a refund from the seller, I want the package.
Business Response
Date: 12/21/2022
We apologize you have yet to receive the package you ordered from the retailer. We understand how frustrating shipping delays can be. The package was last scanned on December 13, 2022 and is in route to our delivery partner, ****. Unfortunately until the **** receives and scans your package we are unable to give the exact location of your package. We are confident the package will be received by the **** any day and thereafter will be delivered. During the holiday season there is an increase in shipping delays due to the volume of packages. We have alerted the **** to notify OSM upon your package being received. It doesn't sound like requesting a refund from the retailer is an option you wish to pursue, however you can always exercise this option by contacting the retailer you purchased the item from directly.
Initial Complaint
Date:12/19/2022
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 ordered a book on December 7th, 2022 and it was shipped via OSM to ***** The details from the shipping date of 12/12/2022 are here:Estimated Delivery: on/before December 16, 2022 Shipping Speed: 3-6 business days ********************** Tracking Number: ********************** It went from **** to ********* and then back to ********!!!? Is this a joke?Details on **** are:-On Its Way to **** Departed Shipping Partner Facility, **** Awaiting Item ******************************************** December 17, 2022, 4:45 pm Shipping Partner: OSM WORLDWIDE Arrived Shipping Partner Facility, **** Awaiting Item ******************************************** December 17, 2022, 7:31 *********** Partner: OSM WORLDWIDE Departed Shipping Partner Facility, **** Awaiting Item ****************************************** December 15, 2022, 2:12 pm Shipping Partner: OSM WORLDWIDE Arrived Shipping Partner Facility, **** Awaiting Item ****************************************** December 14, 2022, 8:41 pm Shipping Partner: OSM WORLDWIDE Picked Up by Shipping Partner, **** Awaiting Item ************************ December 12, 2022, 11:32 *********** Partner: OSM WORLDWIDE Please tell me you can locate this book for me and hopefully I get it before Christmas.
Business Response
Date: 12/19/2022
We are very sorry you have not yet received the package you ordered. OSM received your package from the retailer on December 14, 2022. OSM sent your package to our delivery partner, ***** on December 17, 2022. The package is now waiting to be received and scanned by the ****. We anticipate the **** will be scanning your package soon and thereafter it will be out for delivery. We have alerted the **** to update us after the package is received. Please note, at any point you can cancel your order for a full return or request a replacement item to be sent from the retailer you purchased the item from.
Initial Complaint
Date:12/06/2022
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.
Conversation with OSM CS Rep;-Self-Package IDs;*7089 ***** Have been in transit from a location only 3 hours away for far too long.The **** package has been lost for 10+ days Now the replacement package is also seemingly down the exact same path!What is actually happening with my 2 packages?-OSM ****** *,We are happy to assist you in the below tracking inquiry.The package with the tracking #*7089 departed our facility on 12/5 and is currently in transit to ***** Once it is processed with the ***** the **** will provide further scanning updates on your package and an estimated date of arrival when available.The other package with the tracking #***** departed our facility on 11/25 and is currently in transit to ***** Once it is processed with the ***** the **** will provide further scanning updates on your package and an estimated date of arrival when available.If you receive no further updates, the quickest way to resolve your inquiry is to contact the retailer and let them know you havent received your package. Your retailer can provide the following services for you. Track the package for you Verify the tracking number Provide a refund Redeliver your package Thank you,Complaint is;I NEED this item for a vacation package prior to my visit. They have already reshipped the item. So you provided no help.With much looking into complaints this seems to be a consistent issue that the final transfer to **** results in Lost or Delayed packages.This is extremely costly, time consuming and downright unfair to consumers, companies and other partners.The resolutions you provided are not helpful in any true form.-Track the package for me?? Thats what you just did and the number is for!-Confirm tracking?? Are we being ethically Serious for your business?-Refund? In my case, I NEED this item! In other cases, what if its a one-of-a-kind item!?-Reship? Again, costly and time consuming. And they already did. And its going down the same lost path
Business Response
Date: 12/07/2022
Your first package, tracking number ending in ***** was received by OSM on November 23, 2022. On November 25, 2022 OSM shipped your package to our delivery partner, ****. That is the last tracking event for that package. Your replacement package, tracking number ending in ***** was received by OSM on December 2, 2022. The package was shipped by OSM to our delivery partner, **** on December 5, 2022 and is awaiting the next tracking scan. Unfortunately, this is the most information we can provide on your package until your package is scanned again by our delivery partner. We understand the importance of receiving packages and knowing the exact location of a package. There are multiple 3rd parties involved in the supply chain delivery process, including OSM, and throughout the fulfillment of an order there may be delays, missed scans, or missorts causing a package to arrive late. When delays occur, OSM recommends consumers cancel or request a replacement item from the retailer the original order was placed through. Specific to your most recent package, we will monitor for the next tracking event scan by the **** and update the complaint when the package is out for delivery. We anticipate that to be any day.
Customer Answer
Date: 12/08/2022

Complaint: 18532070

I am rejecting this response because:

You claim the first package was received by **** but there shows no evidence of that. Your tracking history shows Departed shipping partner facility, **** awaiting item.
You claim that the 2nd package is on its way to **** but how can that claim be made to be true if both packages are displaying the same exact departed **** awaiting item
You suggest reordering the package, this was done and the reorder package has followed the same heavy delay which is most likely lost now.
I hate to repeat this but its been left unanswered.. With my hands on knowledge of logistics, I know that even almost all possible delays (that can occur) wont cause a 3 hour travel to take 3+ days (even with rescue trailers involved) Damage or lost wouldve been decided by now if if were that serious of a delay such as; trailer accident, warehouse shutdown, even strikes.
There is no direct evidence of misconduct, but many other variables dont seem fit unless operations is functioning that roughly.

I appreciate your cooperation and information as gathered. But again, I dont need repeats of the tracking history I already know of. Is there a way to validate the claim that the packages were in fact left to ****? Isnt there a security tag on your trailer for scanning drop off to prove evidence of no tampering between trips?

Sincerely,

*************************
Business Response
Date: 12/08/2022
We sincerely apologize you have yet to receive your packages and for the inconvenience. We do not claim to know your first package was handed off to the ***** As you know, the last tracking event only indicated it was shipped to the **** on November 25th. We do know it was shipped to the **** however until it is scanned by the **** we do not know the packages exact location. When delays occur we suggest consumers request a reorder or cancelation. You requested a reorder which the retailer processed and the package is currently in transit to the ***** We have alerted our delivery partner to inform us once it is received by them. There are increased delays during the holiday season due to the mail volume. We are sorry we cannot provide more visibility after the package left our facility, but we will update the complaint when we receive confirmation the **** receives the package.
Customer Answer
Date: 12/09/2022

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.
Youre correct, I apologize as I am unable to view the prior history while typing the response and did not remember exact words. You claimed it was shipped to ***** I can see that the 2nd package has made it directly to ***** 1st is still lost but that is okay (resent package has made it through the delay) From the info you have provided it Truly appears that your partner, **** has made this appear to be you. I would highly suggest looking into a method to verify drop off location. This would help prove you have in fact delivered to the partner and it is their sorting and unloading that is causing a Delay. This could save you an impressive amount of time and nasty reviews/complaints.

I will be reaching out to the Inspector of **** to have the local office looked into.

Your logistics History shows amazingly fast movement all the way until the very last step. With what you provided, it does appear that OSM is not as responsible (or not at all) and **** appears to be causing the further issue.

i sincerely appreciate your time and apologize for my difficulty as I view this from a different angle than yourself. Again, I highly suggest a last scan to confirm your drop off to partner. If this is possible. To innovate*
Also would like to say that while writing this, **** has in fact delivered the 2nd package at this very minute.

Sincerely,

*************************
Initial Complaint
Date:11/28/2022
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 purchased two products from glossier on November 12th. It took OSM worldwide a week to give my package a shipping label. Then it was sent out from ********* to a shipping center in ******* and left the center on the 25th or 26th of November and I have no updates. It certainly does not take two weeks for this 3rd party company to deliver two items in one box. According to reviews that I have seen, this company does not listen to or respond to emails regarding packages and they are only automated unless it is on this website or a negative review. If a shipping company has 1.3 stars, should it still be in business or is it just wasting everyone's time.
Business Response
Date: 11/28/2022
OSM received your package from the retailer on November 22, 2022. Your package departed our *******, ** facility on November 26, 2022 and is in transit to the USPS. Once it is received by the ***** another tracking event will be updated and thereafter your package will be delivered. Please understand OSM does not label your package, that is completed by the fulfillment company the retailer you ordered from partners with. Your package should be arriving soon. During the Holiday season delivery times do increase. At any point you can contact the retailer you purchased the item through to request a refund. Additionally, if you have further questions specific to OSM you may contact us at *******************************. Thank you for your patience.
Customer Answer
Date: 12/01/2022

Complaint: 18470028

I am rejecting this response because: i understand that it is the holiday season but that isnt the problem. the problem is that you cannot accurately say where my item is and seem to be unable to track where it is when it is not on the card m

Sincerely,

***********************
Business Response
Date: 12/01/2022
OSM received your package from the retailer on November 22, 2022. The package was delivered by the ***** our delivery partner, on Tuesday, November 30, 2022. Tracking events that display where a package is are posted on the **** and the tracking number for your items is 9274890285934709107895.

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OSM Worldwide is NOT a BBB Accredited Business.