Complaints
This profile includes complaints for Landmark Global, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 49 total complaints in the last 3 years.
- 6 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/18/2023
Type: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 through amazon that was handled through apple express and landmark as the shipper. I made reports to amazon about this as well. I have also sent emails to both landmark and apple express.
A package was meant to be delivered to me December 6th. December 12th an attempt was finally made. Your courier left no notices, and no information regarding the delivery. Fine enough, but when one goes to your website and checks tracking it contradicts amazons update that you will attempt another delivery. On your website it claims it was sent to a holding facility. Wouldn't that be convenient for you to leave a notice card or a location of the holding center to be picked up, considering you didn't update amazon about this especially? Why have you just kept my package with zero updates or accountability for it. Amazon claims you did not return it to sender or given them any updates. Unacceptable. On top of this, you state apple express is your partner in shipping this. When checking their website, it claims the parcel was returned to sender. Not only is this a violation of amazons shipping policies, but it contradicts both your tracking and amazons. Absolute ludicrous that you consider yourselves a shipping company when you have this much difficulty even providing simple tracking or any information regarding the shipment. Your company has completely dropped the ball on this. I have escalated complaints at amazon about these issues from your company as well. You need to provide an update on this and complete the delivery. Do your job and get this done please.
Thank you,
Spencer M.
Business Response
Date: 12/18/2023
I see your ticket to our customer service team regarding order LDLBUS*********. We can more easily dialogue about the shipment via that service ticket.
So far, what I see regarding your order indicates that it was successfully delivered on Saturday 12/16. I see the courier attempted delivery once on the 12th, then reattempted a 2nd time completing delivery. We're sorry if the tracking events that transpired did not meet your level of expectation. I will escalate the complaint and detailed feedback to our product and vendor team for further review.
Kind Regards,
Initial Complaint
Date:12/11/2023
Type: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 purchased 5 bottles of 5 Givenchy Ysatis by for Women Eau De toilette Spray, 3.3-Ounce - 100ml, through Amazon on November 27th 2023. For a total of 645.75. The seller used Landmark Global to ship the products, the carrier pick up the package on November 28th 2023 with an expected delivery date of December 13th 2023. At this time the package is still listed as stuck in Irving Texas. I have sent multiple emails and left left many voicemails on the Toronto Line for someone to call me back. I haven't heard anything from this carrier. Amazons policy is to reach out to the carrier directly, not the seller as once it has left the seller the responsibility is on the carrier to fulfill delivery expectations. Landmark global has made it very hard to find any contact information. On the website it openly states they will not answer any questions about tracking / shipping and to contact the seller. I would like the items at this point replaced, and the December 13th 2023 delivery date to be honoured.Business Response
Date: 12/11/2023
Hello
What is your order's tracking number?
Landmark Customer Service can be reached by emailing: [email protected]
Customer Answer
Date: 12/11/2023
Complaint: 20988465
Landmark Tracking Number: LTN*********
Canada Post Tracking number *********9311957 (Canada Post)
There has been an update today that it was finally weighed at the facility,
however I got an email from a customer service representative today saying that
Landmark never received the package, I don't know why the representative would
be dishonest in the status of the package.
Regards,
A*** *******Business Response
Date: 12/11/2023
Hello
Yes, I could understand why the representative would say that given the information available to them at the earlier time of the inquiry. As of now, this package has arrived and scanned through our warehouse. This location has been working through some backlogs of freight due to the high-demand of shipment volumes that happen this time of year.
At this point, I expect further delivery attempts by the middle of the week, with Canada Post.
Kind Regards,
Customer Answer
Date: 12/12/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 20988465, and find that this resolution is satisfactory to me.
Regards,
A*** *******Initial Complaint
Date:11/15/2023
Type: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.
Package LDLBU*******114 from amazon, due to an amazon mistake the phone number was not included, so this carrier cannot reach me and there is no way to contact LANDMARK from Costa Rica. Here you need to call before deliverying a package and delivere it at the person's hands.
Please I need to be contacted or get a fast way to contact. The package is out of delivery.
The package will get lost or stolen.Business Response
Date: 11/15/2023
Hello
According to our tracking today, 11/15, the carrier has cleared up any issues holding back the shipment from being delivered. We now show delivery at about 12:30
Customer Answer
Date: 11/15/2023
I have received my delivery
Regards,
T**** **Initial Complaint
Date:11/07/2023
Type: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.
Good morning,
I did not receive my order on October 30, 2023 at 2:37 p.m. I contacted Appleexpress and they informed me that I had to contact you to request a letter or official document or refund that I did not receive my order. At 2:38 p.m., I took a photo at that time and I didn't have my order. Here is the proof below. CACAINIAO*********95 tracking number
47090677 tracking number for apple express
The first photos from applesexpress show delivery at 2:37 p.m. and the second (iPhone) photo is mine at 2:38 p.m.Business Response
Date: 11/07/2023
Thanks for your inquiry.
Please approach Cainiao directly to raise a ticket on Cainiao’s customer service desk, C-Desk. Once the inquiry or complaint ticket is raised, Cainiao will follow up with the relevant logistics partners. In case of any compensation, the logistics partners will process and accept or decline directly to Cainiao.
Thank you for your kind attention and cooperation.Customer Answer
Date: 11/07/2023
Complaint: 20836978
I am rejecting this response because:
I would like this to be resolved immediately. I am frustrated at being transferred to another department to resolve the problem. I want you to contact me right away and give me my money because I did not receive my package
Regards,
S***** ********Business Response
Date: 11/07/2023
Hello
Unfortunately that is not an option, as Landmark's claim and reimbursement policy is exclusively between Landmark and the seller/shipper of the order, which is agreed upon by the seller / shipper with Landmark Global.
Customer Answer
Date: 11/07/2023
Complaint: 20836978
I am rejecting this response because:
Before accepting, I would like to know their website or Canadian telephone number to request a claim or proof of unreceived package so that I can give the sender.
Regards,
S***** ********Initial Complaint
Date:08/17/2023
Type: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.
Order placed july 28th and tracking number LTN2******61 was received on july 31st. Since then package has been "To Be Routed" and NOT shipped for 3 weeks now with no way to contact this company besides an email they don't answer.Business Response
Date: 08/17/2023
Hello
Can you confirm the email address you have reached out to, as I am not seeing an inquiry by this reference number come through to our Client Services team?
As for the status of your shipment, I see that the UPS tracking number 1Z4E*********66478 was created, but never used to ship the package to Landmark. At this time, we recommend confirming with the seller and/or Amazon of the inbound status of the package.
Initial Complaint
Date:07/24/2023
Type: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 a package on July 13th, 2023, and was expecting shipment by July 21st, 2023. Tracking number is: LTN*********N1
Latest update stated: Undeliverable - Business not open, at 3:18pm on July 21st. After visiting the delivery partner website, Apple Express, it stated the item was returned to shipper.
The business is question is Walmart in Fort Erie, Ontario, and the business hours are 8am - 10pm. Not sure how it was undeliverable between these hours but I need this package for an upcoming trip, now I will not be able to receive it in time.Business Response
Date: 07/24/2023
Hello
We're sorry you had that delivery experience. I've reached out to Apple Express, just now, to get further clarity on the current status of your package - if it is being returned, or reattempted for delivery. I'm also seeking clarification if they are even able to service such business locations as part of their overall service offerings.
Kind Regards,
***
Initial Complaint
Date:07/20/2023
Type: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.
Date of transaction - June 24th, 2023 - Amazon purchase - shipper Landmark Global
The shipper tracking indicated the package information was uploaded on June 24th, 2023 - and package was to be routed - the tracking number is LTN251778561 - the tracking information still indicates the same information - no change in status - contacted Amazon - seller - who basically replied that the package may or may not be shipping - yet Amazon has billed for this product - the shipper has no means of being contacted to verify if shipment is; in transit, not been procured, or is lost..the original delivery date was July 14, 2023.
I am hoping to determine if this product is in transit or lost so i can procur the product from a more reliable seller/shipper.Business Response
Date: 07/20/2023
Hello
Investigating the status of this shipment, we see that the original shipper (Swagman Bike Racks) transmitted order data to Amazon and Landmark, but has not physically shipped the item to Landmark for further handling into Canada. At this time, we recommend reaching out to the seller for more information. ###-###-####
The inbound shipping label generated for it (but not used by the seller) is UPS 1Z81F892*********9, for reference.
Kind Regards,
S** ******
Customer Answer
Date: 07/20/2023
I have reviewed the response made by the business in reference to complaint ID 20348082, and find that this resolution is satisfactory to me.
Regards,
B**** *********
Thank-you for the response..the information allowed me to successfully cancel this Amazon order, receive a full refund, and point out to Amazon their poor order file tracking system that allows for billing for an item before its has been procured.Initial Complaint
Date:07/13/2023
Type: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 2023Jul01, I placed an order with a retailer that subcontracts their delivery services to Landmark Global. The order was scheduled to arrive by 2023Jul12.
On 2023Jul10, I received notification at 1:02pm from the delivery person advising they were outside my building. I was at work and not able to immediately respond.
At 1:06pm on the ***e day, I received notification from Landmark Global that they were unable to deliver my package and that it "has been returned".
I contacted the retailer who confirmed that Landmark Global had marked my address as "undeliverable" and claimed that I had "refused" the package, and the package had been returned.
There were apparently no additional delivery attempts, no notices at my address from the company, nothing.
There was only one delivery attempt made, and the delivery person erroneously claimed that I had "refused" the package AND that my address was "undeliverable", which is certainly untrue as I have received several packages from this retailer via Landmark Global to my address, without any issues.
I am now told the retailer is unable to process a refund until the package is received back at their warehouse. A) I want the items, I don't want them returned but also B) this is incredibly unsettling considering that Landmark Global has already made several errors in the process so far and I have no reason to feel assured that the package will successfully return to the retailer.
I am completely disappointed and disheartened by this experience with Landmark Global.Business Response
Date: 07/17/2023
Hello
We are sorry you had this experience with the contracted delivery provider Landmark used to handle the final delivery. Can you provide us with the tracking number of the shipment so we may investigate, as we utilize numerous couriers globally to complete deliveries.
Thanks,
***
Customer Answer
Date: 07/17/2023
I am rejecting this response because:
there was no option other than to accept or reject, and the business requested further information from me which I’m providing in this message.**I will note that the business is asking me for the tracking number, which I already provided in an attached screenshot as part of my original complaint, but I am providing it here again as requested:
GoFor 1473414
Landmark Tracking Number LTN*********
Order Reference ANF-*********9
Package Reference 6*********0844
Regards,
K******* ********Business Response
Date: 07/19/2023
Hello
Our apologies for what happened during your delivery experience. We have escalated the feedback along to our carrier management team. Also, we have sent a request along to our transport network team to attempt to intercept your shipment and have it re-delivered using an alternate carrier. That team is currently awaiting confirmation of receipt of the package before re-labelling it to send out with Canada Post, instead.
Kind Regards,
***
Customer Answer
Date: 07/20/2023
I am rejecting this response because:
I just want to keep this open to confirm once the package is located and ensure I receive any updates tracking information.
Regards,
K******* ********Initial Complaint
Date:06/05/2023
Type: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.
Hello, my package was"Grouped at Landmark facility" on MONDAY, 15 MAY
11:20 AM | BURLINGTON, ON
and there are no updates since then.
My tracking number is LTN*********N1Business Response
Date: 06/05/2023
Hello
Upon further investigation of this package, we have deemed the shipment as lost in transit, unfortunately. At this time, we recommend filing a formal claim with the seller of your order. Our apologies for the mishap.
Kind Regards,
Initial Complaint
Date:06/05/2023
Type: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 purchased item from online retailer who shipped the item through Landmark - it appears that this was subcontracted to GoFor shipping for the local delivery.
My phone number and buzzer number were provided to the retailer during the purchase and I am able to see this listed on my resulting invoice.
According to GoFor support their courier attempted 1 delivery and was unsuccessful and as they were lacking a contact phone number they simply returned to sender as per their agreement with Landmark. I had no missed calls, txts or emails to advise of this or to schedule a 2nd delivery attempt. I work from home so during week day business hours I am generally inside the apartment or nearby.
It seems like there is an issue with Landmark providing sufficient contact information to the local couriers resulting in this kind of 1 attempt return to sender delivery failures. Based on GoFor's Google review history this is not an isolated incident.
Amazon has zero issues delivering to my address using the ***e contact information so there is no excuse here really.
The item ordered was on sale and is now out of stock with the retailer so they are unable to send a replacement.Business Response
Date: 06/05/2023
Hello
Looking at the shipment data in our system for your order, the seller (Fanatics) had not supplied Landmark with your phone number or email address to forward along to the carrier. We recommend reaching out to them to seek further clarification on that issue.
We have also forwarded your feedback along to GoFor regarding the handling of your delivery.
Customer Answer
Date: 06/05/2023
I am rejecting this response because:
I have spoken with the retailer and enquired about customer contact details being provider to the shipping companies - their response was as follows:
"The phone number is always printed on the label"
"We can't print a label without phone number"
"And you can't place an order without it too."...and that label would be attached to the box that is provided to the shipping companies?
"Yes correct !"Your response seems to be an effort to pass the blame back to the retailer who does in fact seem to have practices in place that contradict your failure to deliver reasoning.
Regards,
MBBusiness Response
Date: 06/05/2023
Hello
I certainly can understand that Fanatics provided you with that response. I can attest that discussions between Landmark and Fanatics leadership have been ongoing for a number of months regarding the consistent transmission of customer contact information to provide to carriers to assist in completing deliveries. It is entirely understandable that this information has not made its way to Fanatics support staff, though, given the size of the organization. Nevertheless, we are continuing to press GoFor regarding the delivery attempt, as they should have reattempted delivery a second time, but didn't.
I have also reached out to our operations network to see if they can intercept and resend this parcel via Canada Post.
Kind Regards,
***
Customer Answer
Date: 06/12/2023
I have reviewed the response made by the business in reference to complaint ID 20139917, and find that this resolution is satisfactory to me.the business replied advising that they were attempting to intercept the package and use a different method (Canada Post) to ship it I was waiting to see if this was successful or not before replying, however the complaint was closed off this morning.
It seems that they were successful in re-routing the package and I have since received it so I'm more than happy to update the case accordingly that they have rectified the issue.
Regards,
M*** ******
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