Complaints

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

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• 

  OSM Worldwide

  601 Regency Dr Glendale Heights, IL 60139-4018

• 

  OSM Worldwide

  3550 Roy Orr Blvd STE 140 Grand Prairie, TX 75050

• 

  OSM Worldwide

  3550 Roy Orr Blvd STE 140 Grand Prairie, TX 75050-4221

• 

  OSM Worldwide

  74 W Craig Rd Ste 200 North Las Vegas, NV 89032

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:11/15/2023

  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 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:

  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 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:

  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 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:

  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.

  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:

  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.

  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:

  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 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:

  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.

  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,
  
  ***************************

• Initial Complaint

  Date:04/10/2023

  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.

  Entering day 8 of 3-5 day delivery window. Departed **** ** two days ago and no updates since. This is a 1 hour drive. Emails met only with auto reply. Traking No: **********************

  Business Response

  Date: 04/13/2023

  Thank you for giving us an opportunity to address your complaint.  Your package was delivered by the **** on April 13, 2023 at 10:39AM.  We hope this resolves your complaint.

• Initial Complaint

  Date:04/08/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an order at a camera company last Saturday 4/1 and it was shipped in the AM on Monday 4/3. I placed a separate order with them Monday and they also shipped it that day. I did 3-5 days for shipping. Total thats $641. As of Wednesday, there is no update on my first order. It says the same thing Departed Shipping Partner ********* **** Awaiting Item as it did on Wednesday. That order shouldve been here by today at the latest. The second order says the exact same thing and is in the exact same place: ****************, ********. It shouldve been here by today as well. I needed these items for an event on Monday 4/10 but I have no hope of that now. Can you please find my orders and get them to me? Im at a loss and seeing all of the other complaints makes me frustrated. Please fix this and get my my two orders and Ill adjust this complaint accordingly. Ive had no new updates on the orders since Wednesday and Thursday. First package shipping number: **********************. Second package shipping number: **********************. Please help.

  Business Response

  Date: 04/12/2023

  Both your packages were delivered by the **** on April 11, 2023 and April 12, 2023.  We hope this resolves your complaint.

  Customer Answer

  Date: 04/12/2023

   
  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. I wish more info was known on the tracking site when the package was late but Im satisfied now that Ive received them both. 
  
  Sincerely,
  
  ***********

• Initial Complaint

  Date:04/06/2023

  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 ordered a package from a company and the shipping partner is OSM Worldwide. My package shipped March 27th,2023 from **. The package arrived in **** ** on March 30th,2023. The tracking information was updated saying the package left the **** ** shipping partner heading for ************ Hights MD on April 1st,2023 at about 5:30am. Since then there has been zero updates or movement though the system. I contacted OMS, and ***** **** says they dont have it yet, *** says it should arrive soon and gave me the same information of when it left PA. *** even reached out to my retailer regarding this issue and theyre saying it should arrive soon but theres little they can do once it leaves their warehouse. This is the 3rd order out of 4 from the same company and they only ship with OSM but this is the second time Ive had issues with my package arriving from them. I dont know what the issue is but my packages move very quickly through the system until it leaves their **** ** shipping partner then it takes days to receive or in this matter it doesnt arrive at all. If I had an option to ship with someone like *** or ***** I would but OSM is the only option but they keep having issues getting me my packages. My tracking number is #********************** if youd like to look into the issue.

  Business Response

  Date: 04/09/2023

  OSM delivered your package to the **** on Friday, April 7, 2023.  Per the tracking details on the **** website, the **** attempted to deliver your package on Saturday, April 8, 2023 at 11:47AM, however the package was refused.  You may contact the **** to reschedule the delivery.  You may also contact the retailer you purchased your item from.  

  Customer Answer

  Date: 04/10/2023

   
  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,
  
  *******************