ComplaintsforGLS US

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Initial Complaint
03/25/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I ordered some shirts from a company called Fresh Clean Threads online. They used GLS to ship my package. On the day they were supposed to arrive, GLS informed me that they couldn't get access to my building as it is locked.I talked to customer service, and asked them why they didn't ask the front desk for an access code. They told me they will not be doing that and that I can either let the delivery driver into the building the next day or I can drive 40 miles each way to their distribution center to pick it up the following week.The problem is that I work a 9:00-5:00 job so that means that I need to take a vacation day to do either of those things as their distribution center isn't open on the weekends.So I told them to have the driver call me when they arrived and I opted to take a vacation day and waited outside my apartment the following day for 4 hours. The driver never showed up. I contacted customer service again only for them to end the chat mid-conversation.
Business response
06/21/2024
Dear *******,
Thank you for taking the time to provide the details of your experience. We apologize for the trouble that you faced when expecting a delivery that GLS handled. This is not the experience we want anyone to have. We do have it noted that your package was successfully delivered on March 22, 2024. We will take note of your feedback to work with our delivery drivers to ensure proper delivery attempts are made.
Initial Complaint
01/04/2024
Complaint Type:
Billing Issues
Status:
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.
We've used GLS for shipping *** and they've lost 3 checks totaling over $1500. One of the checks is from a business that is closed and 2 of the other checks are cashiers checks that our customers tell ** was picked up by the delivery driver. GLS is now telling us that they are not responsible at all for the *** service that we paid extra for. They say they are not responsible for collecting the payment, or sending the payment to **. GLS is also not refunding us for the service that we paid extra for that was not performed.We'd greatly appreciate their help in recovering the missing checks and to also not be charged for a service if it wasn't performed.
Business response
06/28/2024
We sincerely apologize for the trouble you faced when expecting a delivery that GLS handled. This is not the experience want anyone to have. We have it flagged to reimburse the *** fees and we are confirming that this reimbursement did occur. Thank you for providing the details of your experience.
Initial Complaint
09/14/2023
Complaint Type:
Service or Repair Issues
Status:
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.
We have sent out multiple packages with patient medications and they have been sent back multiple times damaged beyond use. This isn't the first time it happens. The last delivery we received, every medication was crushed and the pills were missing. The only thing GLS has told us is to file a claim and they will refund us. This is unacceptable and unprofessional. They allow their drivers to continue doing this with no repercussions.
Business response
07/03/2024
Dear *****,
At GLS, we strive to deliver the best experience possible to our customers. It is clear from your complaint we fell short on this commitment. On behalf of GLS, we are sorry for the frustration and delay these service failures have caused, the issue has been escalated to GLS operations management for the coaching and training of the drivers responsible for delivering. These packages deserve to be handled with care for your patients and we want to ensure they will be next time. We appreciate you taking the time to let us know.
Initial Complaint
07/18/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I have been waiting for a parcel since 7/11/23. It is now 7/18/23. This business is utterly incompetent. After a one-week delay, they tried to deliver the parcel after business hours (they had all day to show up)! I called them, but after 30 minutes on hold with no human interaction, I gave up. Then, I tried their chat icon. After *********************************************** response, the system said to email them. So, I emailed them. The only response was to call them.This business should close down. I don't believe they have anyone working there.
Business response
08/02/2024
Dear *****,
We are reviewing some of our outstanding messages that have been sent to BBB and are making attempts to respond. We apologize for the timeliness of the response and have put processes into place to ensure any further communications sent to the BBB have a timelier response.
We sincerely apologize for the delay of your package and all the trouble this has caused you. Our records show that your package was delivered on 07/17/2023. Thank you for your feedback, as it helps us improve our customer service experience.
Customer response
08/05/2024

Complaint: 20340770

I am rejecting this response because:

Sincerely,

***************************
Initial Complaint
04/17/2023
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This company is terrible. I had a shipment coming from Green**** and was supposed to be delivered on 4/3/2023. I waited all day. Nothing . I tracked the package and the notes said this: DEL RESCHED - RCPNT NOT HOME - FROM 04/03/2023 TO 04/04/2023 4/3/2023 1:29 PMSANTA ***, CADEL ATTEMPTED - RCPNT NOT HOME - DH# ********* - SINGLE STOREY TAN BUILDING 4/3/2023 8:17 AMSANTA ***, CAON ROUTE FOR DELIVERY 4/3/2023 6:27 AMSANTA ***, CASCANNED AT DELIVERY DEPOT 4/2/2023 11:40 AMSANTA FE SPRINGS, CAARRIVAL SCAN - DELIVERY SCHED FOR 04/03/2023 I was at home all day, we have a Ring Camera and there was no attempted delivery. When I contacted GLS-US via chat I was in the middle of typing my problem to B and he stopped the chat because of no response . I had to try it again. He was VERY rude. Might have been having a a bad day, but thats no excuse. It seems to me that Green **** and GLS US are having trouble with communications with each other and trying to place blame on each other. I am very disappointed at the level of communication and support by GLS US. I would like to have an apology.
Business response
07/03/2024
Dear ****,

On behalf of GLS, we sincerely apologize for the disappointment this has caused you. This is not the experience we want anyone to have. We will work with our team to ensure proper delivery attempts are made and improve customer service interactions. Again, we are very sorry for the inconvenience.
Customer response
07/10/2024

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
03/07/2023
Complaint Type:
Delivery Issues
Status:
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.
In early January, I contracted with GLS for a delivery within the city I live in for the cost of $150. The freight would have to travel less than 20 miles and be received within a day. Over a week later, the delivery had not been received and GLS did not have record of the tracking number. Finally, a representative found the delivery and gave me a new "Pro #". By this time, the package had been shipped to a different state. When it finally made its way back to my state, i was contacted by GLS and told that they were ready to schedule delivery but that I still owed them money (a false claim). They refused to deliver based on this falsehood. Finally, after several phone calls and emails (over 100 in all) they agreed that no money was owed and would schedule delivery. By this time, two weeks had passed and the delivery had traveled several places.Finally, the delivery arrived. It consisted of several boxes and hundreds of products. After signing for the delivery, I began to open the packages and realized several had already been opened. As I began to take inventory, I realized that a substantial portion of the delivery was simply missing. I filed a claim with GLS for the missing merchandise and it was rejected. After several more emails to various agents of the company I finally was put in contact with the **** ****************** apologized for the experience, but said the best he could do was refund the shipping cost despite the fact that much of the property had disappeared. I appealed this decision, but GLS would not take any further steps to correct the situation.I wish that I had checked with BBB before I used this company, as I now see there are lots of similar complaints.
Business response
07/30/2024
Dear *******,
We are reviewing some of our outstanding messages that have been sent to BBB and are making attempts to respond. We apologize for the timeliness of the response and have put processes into place to ensure any further communications sent to the BBB have a timelier response. Regarding the shipment in question, we are very apologetic for the outcome of the shipment.The COO you spoke with, ******************, provided the resolution we could offer.Again, we do apologize and wish there was a better solution.
Initial Complaint
01/27/2023
Complaint Type:
Customer Service Issues
Status:
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.
I don't understand how GLS lost my package and based on the content of the package "Gift Cards" they are not liable for the claim "GLS is not liable for the value of cash equivalents, such as gift cards" . My package was lost in transit by them can I can't get the money back for them losing the package. That is totally unfair. Look at the delivery notes below. 558504817Ship to name:********** DistributionShip to location:Fremont, CATracking number:558504817Delivery status:DeliveredShip date:12/30/2022Service:CPSDelivery date:1/9/2023Signed for by:PKG MISSINGDelivery time:5:00 PMTransit notesDate/TimeLocationNote1/9/2023 5:00 PMFremont, CASHIPMENT DELIVERED1/7/2023 2:29 PMHayward, CADEL RESCHED - MISSED PICKUP CUTOFF - FROM 01/07/2023 TO 01/09/20231/6/2023 4:27 PMHayward, CADEL RESCHED - WEATHER/ACCIDENT - FROM 01/06/2023 TO 01/07/20231/5/2023 4:10 PMHayward, CADEL RESCHED - WEATHER/ACCIDENT - FROM 01/05/2023 TO 01/06/20231/4/2023 5:09 PMHayward, CADEL RESCHED - FROM 01/04/2023 TO 01/05/20231/3/2023 6:59 PMHayward, CADEL RESCHED - NO DEL ATTEMPT - FROM 01/03/2023 TO 01/04/202312/30/2022 5:49 PMLAS VEGAS, NVARRIVAL SCAN - DELIVERY SCHED FOR 01/03/202312/28/2022 1:06 PMLAS VEGAS, NVPICKUP SCAN
Business response
08/20/2024
Dear *******,
We are reviewing some of our outstanding messages that have been sent to BBB and are making attempts to respond. We apologize for the timeliness of the response and have put processes into place to ensure any further communications sent to the BBB have a timelier response.
According to our records,your package with the tracking number provided (*********) was delivered on 01/04/2023.We are very sorry about the delivery delay of your package. Our customers deserve to receive their package in a timely manner, and we apologize for letting you down.
Initial Complaint
01/25/2023
Complaint Type:
Customer Service Issues
Status:
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.
My friend ordered some products and had them shipped to me. The company she ordered from used GLS-US. On Friday, January 20th I reached out to my friend realizing I should have received it?! She looked it up and found it had been delivered January 4th. The tracking info included a small photo that showed the package was placed in front of a tree with a "Beware of Dog sign". I could see a bit of a house and other items in the background but it was not my house nor my subdivision. Giving it some thought after Amazon was not delivering things to my house, I drove around and took a road that runs behind my house but when I say "behind my house", there is no way to get to my house from this road whatsoever; maybe walking? But that would be a very long walk through some terrain. After turning down 3 streets, I found the "Beware of dog" sign and the house where the product was delivered. I know it sounds like a long shot but it clearly resembles the photo I got with the tracking. The package was placed behind a gate in front of a tree versus on the porch- probably because of the dog warning sign? None of this matters because in the end, it was NOT my house nor even close. So whomever lives in that house more than likely helped themselves to my package as I never received it. That's extreme incompetence and laziness on GLS' part and if they blame their GPS, that's ridiculous as my address was clearly marked on the box and the address and road of the wrong property were easy to see too. I filed a complaint when I called GLS on the 20th at least I hope the lady did it. I was supposed to receive a call back but still have not. That was 5 days ago. My friend contacted the company who is now resending the product but using *** and is going after GLS for reimbursement which I agree with. They should not be out the money to resend me my items because of the driver's major mistake. I have photos but not sure they will help as its too late to recover the package.
Business response
08/16/2024
Dear ********,
We are reviewing some of our outstanding messages that have been sent to BBB and are making attempts to respond. We apologize for the timeliness of the response and have put processes into place to ensure any further communications sent to the BBB have a timelier response.
Thank you for bringing this issue to our attention. We are very sorry for this experience and all the frustration it has caused you. The issue has been escalated to GLS operations management for the coaching and training of the delivery driver. Thank you for taking the time to write your feedback as it does help us to improve our customer experience.
Initial Complaint
01/19/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
GLS' delivery person signed as me without authorization or consent from me for a signature required package containing alcohol! I was home and waiting for the package for 2 days straight. Their poor tracking system kept staying that the package was out for delivery for 48 hours! I contacted GLS' 800 number TWICE asking for status and they said the package was out for delivery. GLS knew I was waiting for the package and still the driver failed to knock on the door or ring the bell. They signed for the package AS ME, WITHOUT my authorization and left the package on my front porch in full view of the street and in 19 degree weather. I was not aware that the package was out there until 4am the next morning, a full 8 hours later. Not only did they falsify my signature but they also left a package out in the cold that very well could have damaged the contents! A signature was required for this package and they KNEW I was at home waiting for it and still the driver FALSIFIED my signature and signed for the package! This is identity fraud and unethical and unacceptable! I filed a contact form this morning and STILL have not heard from this horrible company. This is the worst delivery experience I've had in years.
Business response
08/09/2024
Dear ******,
We are reviewing some of our outstanding messages that have been sent to BBB and are making attempts to respond. We apologize for the timeliness of the response and have put processes into place to ensure any further communications sent to the BBB have a timelier response.

On behalf of GLS, please accept our apology for the delay of your package containing alcohol. The issue has been escalated to GLS operations management for the coaching and training of the delivery driver. Leaving an alcoholic beverage without obtaining an adult signature from the recipient does not follow our delivery protocol or policy. We appreciate you taking the time to let us know.
Customer response
08/12/2024

Complaint: 19321546

I am rejecting this response because: This happened over a year ago. There is obviously NO concern and this shipping company should be SHUT DOWN.

Sincerely,

***************************
Business response
08/26/2024
Dear ******,
We apologize again for the extreme delay in being able to respond to this message. We have put processes in place to ensure these messages are responded to in a much timelier manner. We understand responding to this message was an unacceptable oversight on our part and are working to do a much better job at this. Again, we do apologize.
Customer response
08/30/2024

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
01/02/2023
Complaint Type:
Delivery Issues
Status:
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.
This last week (11/4/22) I received one communication via email that my package (Tracking number ********************) was out for delivery. I was not home when the delivery was attempted and was left a note that it was the last delivery attempt. I tried calling the local depot and could not find a number listed. I called the national number and the agent took my request to pick up my package this Monday morning and that I could proceed to pick it up. I went to the depot this morning (Monday, November 7th) and was told they had sent the package back to the sender earlier that morning because of multiple attempts., but that theyd call and see if they could straighten it out at their Phoenix office. I gave them my phone number and didnt receive a call back on whether they could resolve it. Two issues: 1. I dont feel they sufficiently contacted me regarding any other delivery attempts but the one, and their policy is that after three attempts they ship the package back to the sender. 2. The local depot doesnt have a phone number or any reasonable way to contact them. Both of the above have resulted in lost time and headache . I have contacted the merchant/sender and they are attempting to resolve the situation. However, even if they reship or reroute the package back to me I have little confidence i there will be sufficient communication so that I can make arrangements to pick up the package.
Business response
09/09/2024
Dear ******,
We are reviewing some of our outstanding messages that have been sent to BBB and are making attempts to respond. We apologize for the timeliness of the response and have put processes into place to ensure any further communications sent to the BBB have a timelier response.
We sincerely apologize for your delayed delivery and all the frustration this has caused you. According to our records, your package (Tracking Number: 21073102822456479646)was delivered on 11/1/2022.

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