ComplaintsforGLS US

• Initial Complaint

  01/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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. 

• Initial Complaint

  12/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I wanted to share that I am highly upset with this company. I have ordered ********** food service on various occasions because I feel it costs less than groceries, with the meal kits already pre-packaged. The biggest issue for me, when it comes to this company is that I never get my delivery as I have it scheduled for. *********** gives you the option to choose a day of the week to receive your package. Everytime I sign up for a delivery date, regardless of the day of week, the delivery driver always chooses to come in the *********** area the next day. Honestly, it is no excuse for this. When I first started ordering through ***********, it was in the middle of the pandemic and they used to deliver my stuff in the early morning, on the day I requested. Now, they just dont seem to care that I have a need to get what I paid for on time. The last concern between myself and GLS was when my landlord had the gates access codes changed to the property. I live in an apartment complex. Anyways, my delivery would always read "***********-attempted. Will deliver tomorrow". They never make an effort to call my cell number I have on file to let me know, so I can buzz them in. They always just leave, which is crazy because there are people coming in and out of the complex, where the driver has an opportunity to deliver my package to my door. No, instead the delivery driver for the *********** location, just takes it upon himself to drive around with my items and intentionally pushes my delivery back a day. Eventually, I met the driver in person and he specifically told me months ago when this same delivery issue was occurring, that he is the ONLY driver that drives for GLS in the *********** area. I just don't want to wait on delivery anymore. I would much prefer to pick up my packages. Nobody gives a **** anymore...about anything.

  Business response

  07/10/2024

  Dear ******,

  We, at GLS, are extremely disappointed to hear about the experience you have had when receiving your shipment from HelloFresh. This is unacceptable and we sincerely apologize for the trouble you have went through. We will utilize the details of your complaint to work with our delivery drivers to ensure that each package is handled properly and dropped off at the correct location at the right time. 

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

*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. ↩