Complaints

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:07/17/2025

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

  ACI Logistix was selected as the shipping service for an order with a third party. After some initial movement, the package was scanned at the same location multiple times and did not move forward. It has not been updated in two days, and all emails and calls have gone unanswered.The order was made over a week ago, and was supposed to arrive before I left town, which is now impossible.

  Business Response

  Date: 07/21/2025

  Hello and thank you. It appears Mr ****** address is unrecognizable, listed at ************************************************************************  This could be an apartment or floor number, but it seems the routing system cannot interpret what this is.  Our web and mobile tracking sites allow for delivery notes and address updates while parcels are in flight.  I recommend Mr **** attemtp to revise the address and include an apartment number or other helpful delivery instructions. After 3 unsuccessful attempts undelivered parcels are redirected to ***************** at our expense.

   

  Regards,

   

  **** *******

  ACI Consumer Experience Center

   

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23612123
  
  I am rejecting this response because:

   

  it is a standard address that other shipping services have been able to send to.

   

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

  Unit 6

  Studio City CA 91604
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:07/14/2025

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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 never deliver my package but mark them as delivered. I have had nothing properly delivered from this company and when I reach out, I get silence. I even called their office and I havent heard back.

  Business Response

  Date: 07/18/2025

  Hello and thank you. I don't really understand this complaint, labeled "advertising issues"?  If there was an issue with a parcel delivery we are happy to assist and request the tracking number be provided.  ****************************** is also available to assist with parcel inquiries.  Most BBB complaints we receive are from recipients who do not know we attempt delivery up to 3 times and if still unsuccessful we redirect via US **************** at our expense - to ensure the parcel gets delivered.  

   

  Regards,

   

  **** *******

  ACI Consumer Experience Center

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23598408
  
  I am rejecting this response because:

  they have yet to reach out with my open ticket for my missing package that is marked as delivered but it was not. It is no where to be seen. 
  

  they said they delivered the package and they didnt and they are ignoring my open ticket but responding here to show like they care. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:07/11/2025

  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.

  Driver of this company came to my home to deliver a package. She set the package on my front porch, snapped a picture of my package then marked it as delivered. Grabbed my package and left. Essentially stealing it.

  Business Response

  Date: 07/18/2025

  On behalf of ACI Logistix let me first sincerely apologize for this experience -this is not what we endeavor to achieve for our clients or their consumers.  We review every consumer interaction and believe each is an opportunity to learn and improve.  Every encounter is logged, ticketed,categorized, and reviewed by our ************************** whether the engagement is with Atlas (our GenAI, fully interactive assistant) or with live CEC teammates. 

   

  We take allegations of theft very seriously.  *********************** did not include a tracking number in her complaint so I am unable to research directly.  However, we will reach out to Ms ****** directly.

   

  Regards,

   

  **** *******

  ACI **************************

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 package from ***** and it was supposed to be delivered yesterday (7/2/25). I live in a gated community, but the gate was wide open all day yesterday, yet this company made zero attempts to contact me about the supposed failed delivery. On their webpage it states they tried delivery at 7:16 AM, but I was at home and heard no doorbell, nor had a call. Upon researching them this is common with them. I need my package and have made at least five or six attempts over the last 24 hours to get some word from them, but I cannot find a phone number and all I get are automated email replies.

  Business Response

  Date: 07/08/2025

  Let me first please apologize for the delay in Mr ********* parcel delivery. I can see in researching several failed delivery attempts, each indicating an inability to access the gated community. While Mr ******* suggests the driver did not contact him, that is likely true as I see neither contact information nor delivery instructions within the parcel record. We rely heavily on our driver's discretion as to their personal safety and the well being of the parcel. 

   

  This parcel has been returned to the main hub awaiting client instructions (to be clear, our client is the merchant from where Mr ******* purchased the item). This may include re-ship or re-direct to ***************** (which would be at our expense).

   

  In the future it is recommended Mr ******* include needed delivery instructions.

   

  Regards,

   

  **** *******

  ACI Consumer Experience Center

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23552818
  
  I am rejecting this response because:

  I was unaware originally that there wasnt any contact info on the order. I was never even aware that *** was the one delivering the parcel, rather I thought *** or **** was the delivery company. 
  

  After I realized they didnt have contact info I tried to add delivery instructions through their portal. However, their portal didnt let me update anything as it was already in a failed delivery status.

  I need to point out that on the delivery date in question (7/2/25) the gate was busted and left wide open. The driver couldve gone through the gate and left the parcel on my doorstep. If they dont have the common sense to do that then why are they in the delivery business. 

  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:07/01/2025

  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.

  *** has had my package (worth approx $363 and is what I would consider fragile) with no updates since 6/19.Raised a ticket with them 6/25 with no *********** way to chat with a live agent

  Business Response

  Date: 07/04/2025

  We very much sympathize with Mr ****** delivery days are no fun. But to be clear, the ***************** had Mr ******* parcel and successfully delivered it on July 3rd, placing it securely in his mailbox.  

   

  Regards,

   

  **** *******

  ACI Consumer Experience Center

  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:06/30/2025

  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 with ***** and it was accepted by ************* on June 21, 2025. According to the tracking information (Tracking Number: **************************), the package was marked as "Out for Delivery" on June 29, 2025, but without any delivery attempt, it was inexplicably returned to the warehouse in ********** at 11:50 PM the same day.I have made several attempts to contact customer service, but have been unable to speak with a live representative.This package has now been in their possession for nearly two weeks, and I simply want it delivered.

  Business Response

  Date: 07/04/2025

  Well let's please start with the good news, Ms ******* parcel was delivered June 30th.  In her complaint she references a failed delivery attempt on June 29th, which according to the driver's notes was due to her apartment building (in *************) being inaccessible.  Delivery was re-attempted and successfully completed the very next day.  

   

  I assume Ms ***** was unaware ACI attempts delivery 3 times and if still unsuccessful we re-route through ***** at our expense, to ensure successful delivery.  

   

  Regards,

   

  **** *******

  ACI Consumer Experience Center

   

• Initial Complaint

  Date:06/30/2025

  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.

  Ordered items from dr ******* initially on 6/7/25 and was given tracking information on 6/9/25. When checking the tracking information on the carrier (ACI) website, all it said was that there was a delivery delay despite the fact that i was never contacted for an attempted delivery. After waiting about a week of not receiving my package I contacted dr ******* support and was told that they were missing the package and were going to send me a duplicate of the package for free. This package was sent 6/17/25 and AGAIN was told there was a delivery delay. After trying to contact the carrier support website (a completely useless AI bot, and no phone number for support) I still have not received either package nearly a month after initially placing the first order. This service is a scam and its a miracle dr ******* continues to use them.

  Business Response

  Date: 07/04/2025

  On behalf of ACI Logistix let me first sincerely apologize for this experience -this is not what we endeavor to achieve for our clients or their consumers.  We review every consumer interaction and believe each is an opportunity to learn and improve.  Every encounter is logged, ticketed,categorized, and reviewed by our ************************** whether the engagement is with Atlas (our GenAI, fully interactive assistant) or with live CEC teammates.

   

  Both parcels were tendered to ******** for delivery as they are our partner in this part of ***********  We have opened an investigation and will collaborate with their team on this.  I have also asked one our team members to contact Mr ****** immediately to assist.

   

  Regards,

   

  **** *******

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

  ACI **************************

  
  

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23532913
  
  I am rejecting this response because:
  
  I will not allow this case to be closed until I am contacted by an actual representative and have reached a full solution for this claim, ideally the delivery of my packages like I had initially requested when I filed the complaint.

  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 07/18/2025

  Hello, it is our understanding Mr ****** has been contacted by our Consumer Experience team.

   

  Regards,

   

  **** *******

  ACI Consumer Experience Center

   

• Initial Complaint

  Date:06/27/2025

  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.

  I completed a transaction through ***** for two purchases. One purchase in the amount of $39 on June 20th, 2025 and another purchase in the amount of $20.62 on June 18th, 2025. Both of these packages were assigned to be delivered through ************* on June 21st, 2025 when the shipping labels were created for both packages. On June 26th, 2025 I received an email and notification from ***** letting me know that my packages both were out for delivery at 7:09am. When a package is out for delivery this means the package will be delivered on said day. Todays date is June 27th, 2025 and I have not received either package. I have left multiple customer service attempts with no help. Each time I try to speak with an agent I am notified that no live agents are available. I have also tried to put in multiple help tickets with one response telling me that the deliveries are backed up.

  Business Response

  Date: 06/28/2025

  Hello and thank you for the opportunity to respond to this complaint.  To be clear, "out for delivery" does not always guarantee delivery will occur successfully the same day. Given Ms ***** live in ************* and in an apartment building, it is our driver's discretion as to his / her personal safety as well as the ability to safely leave a parcel and/or access a building.  I can see the tracking details shows the parcel out for delivery on the 26th, an unsuccessful attempt at delivery, and the 2nd delivery attempt is scheduled for June 28th.  We attempt delivery 3 times and if still unsuccessful we re-route the parcel to ***************** who has a tremendous track record with these type of addresses.

   

  Regards,

   

  **** *******

  ACI Consumer Experience Center

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23528519
  
  I am rejecting this response because: although out for delivery does not always guarantee delivery on said day an unsuccessful delivery attempt would be dishonest in this case. My apartment building is secured by professional concierge services that ensure packages are received and administered to the tenants. 
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 07/04/2025

  I am not entirely sure why this complaint response was rejected. We attempted delivery to Ms ******* apartment building on June 26th but could not successfully complete the delivery. As Ms ***** stated, she lives in secured apartment building in *********  On June 28th we attempted re-delivery and was successful, delivering her parcel at 12:55pm.

   

  Perhaps Ms ***** is unaware we attempt up to 3 deliveries and if still unsuccessful we re-direct to **** at our expense.  

   

  Regards,

   

  **** *******

  ACI Consumer Experience Center

  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:06/26/2025

  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 ordered 2 t-shirts from a company a company called ***********. The package never arrived. I attempted to contact MonkeySober multiple times. They replied each time saying the item was showing as delivered. I kept asking for tracking information which they eventually supplied, after not doing so many times. The tracking information was for ACI Logistix. I contacted them. They sent me a photo of the delivery which their AI system correctly identified as being in a car, not at a home. They also said it was delivered to a spot that was 8.4 miles away from my home. Their response to the issue was to send a letter to the shipper asking them resolve the issue. Which, as previously noted, they will not do and said once its shipped, they no longer will do anything to resolve the issue. Im submitting reports for both companies, though ACI Logistix bears most of the responsibility.

  Business Response

  Date: 06/27/2025

  On behalf of ACI Logistix let me first sincerely apologize for this experience - this is not what we endeavor to achieve for our clients or their consumers.  We review every consumer interaction and believe each is an opportunity to learn and improve.  Every encounter is logged,ticketed, categorized, and reviewed by our ************************** whether the engagement is with our AI powered chat functions or with live CEC teammates. 
  
  
  For each delivery we require GPS updates with each scan event and photographic proof of delivery. We compare GPS coordinates with the destination address and utilize AI to review these photos for verification. I concur with Ms ******* that neither the photo proof of delivery nor the driver's GPS coordinates match the address at the time of confirmation.

   

  In Ms ********* region we partner with DoorDash as our delivery agent.  I have initiated an investigation into this incident with them with inquiry that the local delivery depot be searched for this parcel.  

   

  In the meantime, I have included my contact information below to assist Ms ******* further. 

   

  Regards,

   

  **** *******

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

  ACI **************************

   

• Initial Complaint

  Date:06/25/2025

  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.

  Package was marked as delivered, picture provided was a photo of a phone with a picture of a delivery on it, went to the gps below AI directed me too and none of the houses look like the one in the picture. None of the houses in my neighborhood look like the one in the picture of a picture. Sender has placed this squarely on delivery service so not sure what to do. Ticket numbers include:143533 ****** as a follow up because no one ever responded.Would just love an update as to what is going on with my issue.Thank you for contacting us. I've located the parcel ACI3707604102100000011100023988339. I can see that it was marked as Delivered on 3rd Jun 2025 at 11:50 AM. Is there anything else that I can help you with?

  Business Response

  Date: 06/27/2025

  On behalf of ACI Logistix let me first sincerely apologize for this experience - this is not what we endeavor to achieve for our clients or their consumers.  We review every consumer interaction and believe each is an opportunity to learn and improve.  Every encounter is logged,ticketed, categorized, and reviewed by our ************************** whether the engagement is with our AI powered chat functions or with live CEC teammates. 
  
  
  For each delivery we require *** updates with each scan event and photographic proof of delivery. We compare *** coordinates with the destination address and utilize AI to review these photos for verification. I concur with Mr ****** neither the **** nor the *** coordinates validate successful delivery.  We partner with ******** for delivery in Mr ******* region and we will initiative an investigation.

   

  Mr ****** please expect a reach out from our claims team to assist. If you do not hear from us within ************************** directly.

   

  Regards,

   

  **** *******

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

  ACI **************************