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:09/06/2025

  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.

  As a legal and authorized representative to speak, file complaints and discuss both medical and pharmaceutical matters about my wife, the patient (**** ********-**********) I recently had been working with her *** ******* Delgerno and a new durable medical equipment company, ***** ***************** for a Dr ****** of Dexcom G-7 sensors that needed to be ordered. I used ***** for almost two years but customer service was now becoming poor. After contacting a representative, the process of getting this order approved through ******** and **************** was the responsibility of *****. This began on 08/26/25. An approval was confirmed on 09/04/25 and a shipping order and label was created. Order was shipped on 9/04/25 9/05/25 with tracking-#******** by *****. Ive tried to track this shipping on 09/05/25 then again on 09/06/25 but an unable to track or know anything about its delivery. I called ***** on several times, 4 on 09/05/25 and three times on 09/06/25. Representative of ***** gave misleading information as to its whereabouts or any information of when to expect delivery or provide tracking. After demanding a supervisor to intervene, I was transferred to a woman who just mentioned her name. I ask if she was a supervisor and she replied she was the senior representative. I explained the problem of their company being directly responsible for receiving payment, which they did, and for mailing out this Durable medical equipment, Dexcom G-7 sensor, which is paramount to my wifes health as to alarm and immediate notification of low blood sugar to avoid going into diabetic shock or coma. Ive explained this order be expedited when approved on three prior conversations. Ordere was placed with a company named. Optima shipped. I called Optima @ ************ twice today and was told a supervisor would call me back as to tracking or knowing where this order is. No phone call was received and second call to Optima was hostile and refused giving tracking info.

  

  Business Response

  Date: 09/15/2025

  Mr **********

  Thank you for feedback but it seems your grievance is misplaced and should be directed at the shipper of the package ***** Healthcare.  Optima Overnight received your package from the shipper ***** Healthcare on the night of 09/07 at 23:40 and the package was promptly delivered next day 09/08 at 12:06.  Optima Overnight is unable to provide shipping updates on packages not yet in our possession which appears to be the basis for your complaint.  The timeframe between shipment label creation to the time Optima has physical custody of the package from the shipper is only something that ***** Healthcare would have insight on. I hope I was able to address your concerns today.

   

   

  Customer Answer

  Date: 09/15/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  The business is incorrect as to shipping information.  Ive spent several phone calls, all documented, recorded and saved both with ***** and on my phone. Each phone call to ***** was received with the same response.  They packaged this order then sent to shipper.  They have no other information and only shipping label is what they can provide. A representative even politely me on hold to speak to the shipping company who could not provide any information, even with label credentials provided to them.  Ever since I filed a complaint with this shipping company with them, which I provided my phone contact information, I asked them to please provide me information as to where this package is and any other tracking information when they get it.    Never received an update, could never track this package using the assigned label but more alarming is this company never even contacted me as to they found this package or its status all awhile Im already filling a complaint and have ask for any updates to this package but the ignorance and unethical behavior and poor customer support shows how this delivery company handles important items such as medical supplies and also looses any tracking information to provide to the customer   No wonder this delivery company has many poor customer ratings on social media and ******    Stop blaming the medical supply company when its your responsibility to provide tracking and logistics information 

   

   

  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 09/17/2025

  Hello.  Mr ********** is mistaken.  We have documented delivery of his package with tracking number ******** on 09/08/2025 at 12:06.  The delivery photo is attached.  We also have documentation that Mr ********** reached out to Optima customer service outside of our business hours.  We returned his call and left a him a voicemail on 09/08 at 9:49.  Call does not appear to have been returned. If he needs to, he can call us today ************ and ask for me, *****, the customer service manager.

• Initial Complaint

  Date:08/27/2025

  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 have recently ordered shoes from ****. I live in an apartment, when I order packages they are always left inside the building as opposed to outside because logically delivery companies like to avoid packages getting taken from walkers. This package was left outside. Not only did they not send me the picture of the delivery the first time, in the picture its clear they left the package outside. The door to the apartment building has no clear locks and its clear that its able to be opened. I believe this is clear negligence from the delivery company. **** and Optima have both received money however I am left with less money and no product.

  Customer Answer

  Date: 09/06/2025

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 09/16/2025

  Hello

  The customer is requesting a refund for merchandise contained in the shipment delivered by Optima. This is resolution she would have to seek from the retailer she purchased the items from

  Thank You

   

   

• Initial Complaint

  Date:07/25/2025

  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 says it was delivered, however security cameras show no one arriving at the time of delivery. There is no way to contact Optima Shipping. If you ****** the company, you will find enough bad reviews from other customers that their package never arrived! Not sure what kind of business these people are running.

  

  Business Response

  Date: 07/25/2025

  This customer figured out how to submit an inquiry to Optima customer service via our website and the situation was resolved.

• Initial Complaint

  Date:10/06/2023

  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.

  The company did not deliver a medical supply shipment to the correct address. I need to identfy where the package was delivered as a family member is in need of the supplies, They were sent via next day service, because they are urgently needed. The office is supposed to open at 6 am EST and the answering service is still taking calls as of 6:34 am EST on 10/6/23. I cannot reach anyone who can assist me in locating the package.

  

  Business Response

  Date: 08/20/2024

  Thank you for the feedback and we apologize for the inconvenience. I do see that we have successfully serviced your address many times in the months following this error. Should you have any future concerns or questions, our customer service department is open *********** ET and can be reached through our tracking contact form on our website at  www.ShipOptima.com

• Initial Complaint

  Date:05/03/2023

  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 preordered a ******** Switch ************* Edition Console from Target for my wife as a gift. The console was released last week, and Target used Optima Overnight Shipping for delivery. However, the delivery was delayed, and the tracking information on the website was limited. After filling out a contact form, I received an email from ******************* that provided me with a screenshot of a window of the tracking software they use and stating that the shipment may have been damaged in transit and that he is initiating a full credit for a replacement shipment. When I asked for the package to be sent, he replied that an all points bulletin has been sent to facilities, and they will contact me if they find the package.I believe they took the package as it is a highly sought-out item, sold out in stores, and people are scalping them. I contacted Target, and they said they would investigate, but their only resolution is to refund me by Friday. However, this was a gift for my wife, and I want the item. My brother also ordered a console through Target and had a similar experience. When he reached out to the company, ******************* provided him with a screenshot of the same tracking software and a misleading picture.I have attached screenshots of the emails for your review. My intent is for an investigation into this company and its practices, and for me to receive the gift I purchased for my wife.

  Customer Answer

  Date: 09/06/2025

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 09/16/2025

  This is 2.5 years old and irrelevant at this time.

   

   

  Thank You

• Initial Complaint

  Date:03/02/2023

  Type:Customer Service 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.

  Optima delivery drivers have horrible service. They never make an attempt to get in the building so I never get my package and they report to the business that I purchase from that I am not home which is a lie since I work from home.

  

  Business Response

  Date: 03/06/2023

  Hello,

   

  In searching our tracking files, we have no records of any packages to be delivered to that address or to the name supplied.  Could this be under a different name/address?  If so please supply that information.  Additionally, often times if the sending company does not provide the consignee direct phone information, and we cannot directly connect with someone in a building, we are not let past the reception area.  So we call the sending company and they will tell us to return the package.

• Initial Complaint

  Date:12/08/2022

  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.

  My tracking number - OPT911714552246 Item was shipped 2 day delivery and supposed to arrive on Dec 6. I have reached out twice for an update because it says my order was dispatched but ***** arrived. The company does respond and my item is no where to be found. This is a very poor business and super shady!

  Customer Answer

  Date: 12/19/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************

• Initial Complaint

  Date:11/21/2022

  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 just wanted to warn other and hopefully solve an issue with optima shipping that is based in *********. I had ordered a pair of shoes and the company had it shipped through optima shipping. I got a confirmation email and a tracking number. Once I received all that information, I was expecting my package by Tuesday of last week. I still havent received my package after having expedited shipping. Anytime I try to contact optima shipping. I would get a person and they told me they have the package and theyll have it sent out to my address. But I still havent gotten my package after many attempts to contact them. Today I contacted them to see if I can go to their warehouse to pick up my package since I live fairly close to their warehouse, and the lady on the phone told me to just contact the company to get a replacement. They dont seem to want to give me my package. Their website also has a lot of bad reviews stating that numerous people also havent received their packages and have been pulled *************** with the customer service department. I hope you can help this company take accountability and help people get their packages from a company who seems to be taking companies and customers packages for free.

  

  Business Response

  Date: 09/16/2025

  This is 3 years old and irrelevant at this point.

   

   

  Thank You