ComplaintsforOSM Worldwide

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Initial Complaint
10/30/2024
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.
OSM Worldwide is claiming continuously that they are not in possession of my package, which they have had for two weeks. They are claiming this without doing any research at all. If they cannot find my package and/or have lost it, they should say so. This likely as simple as having someone go into the warehouse and find it. Instead, they point at the seller, who confirms they sent it and then at an anonymous third party who they claim picked it up for them and didn't deliver it to them. This all seems like complete malarkey to me. If you are going to blame someone, you should tell me who it is so that I can reach out and try to get the situation fixed.Their entire method for dealing with these issues is to say that it is someone else's issue, not theirs. Horrid ********** this point, I am surprised they are even still in business.
Business response
10/30/2024
*** 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
10/11/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My package has not moved in 2 weeks. Tracking states that it has been with *** waiting deliver to **** since 09/27. There has been 0 movement.
Business response
10/17/2024
We understand your frustration in waiting for your package. OSM is one of several 3rd parties involved in the transport of your package and we are unable to expedite the delivery of your item. With that said, we are unable to assist you in resolving your complaint and you must reach out to the retailer to receive a refund or replacement for the purchase you made.
We also confirmed the tracking has not updated on this package id, we recommend contacting the merchant you ordered from for a refund or new shipment.
Initial Complaint
10/06/2024
Complaint Type:
Delivery Issues
Status:
BBB unable to locate business
BBB is unable to locate the business.
I ordered a gift for a family member months in advance. Received tracking number but the only update on the tracking has been that my package is in the hands of OSM Worldwide, waiting to be turned over to ****. It has been a month since then. **** told me that they are still waiting to receive the package from ***. *** has not responded despite me reaching out. The seller has also not been able to get in contact with anyone. I just want my item.
Initial Complaint
10/03/2024
Complaint Type:
Delivery Issues
Status:
BBB unable to locate business
BBB is unable to locate the business.
On September 14, 2024, I ordered a book for **** seller ***************. On September 21, OSM Worldwide picked up the package with the book. Since then its tracking status has been as follows:Picked Up By Shipping Partner, **** Awaiting Item SECAUCUS, NJ ***** September 21, 2024, 1:00 am Shipping Partner: OSM WORLDWIDE **** seller *************** has offered to replace the book I ordered with a substitute that we both consider equivalent. That is fair and reasonable. Were working together on that basis. Now, I have no complaint with them. *************** gives every appearance of being a fully reputable company.OSM Worldwide is a diametrically opposing issue. They have frequently delayed past shipments by a week or more. Once they delivered a package for me to a post office in ************* rather than **************. The local past master in ** eventually returned the package to the seller who had long since replaced my order. Now, OSM Worldwide appears to be sitting on my merchandise with no intention of considering the possibility of delivering it.
Initial Complaint
10/02/2024
Complaint Type:
Delivery Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
*** received a package from **** seller *************** on September 14. It is now October 2 and the package has not moved since *** received it. I have made multiple attempts to contact OSM by email, all of which have been ignored. I would like OSM to give me an honest answer as to the whereabouts of the package, and if they have not lost it, when they expect to turn it over to ****.
Business response
10/03/2024

We understand your frustration in waiting for your package. OSM is one of several 3rd parties involved in the transport of your package and we are unable to expedite the delivery of your item. With that said, we are unable to assist you in resolving your complaint and you must reach out to the retailer to receive a refund or replacement for the purchase you made.
We have looked into the tracking number you provided and see the event stating picked up, unfortunately the verbiage used is not a clear picture. Our pickup scans show when a label is created for your package, so you can start getting updates as soon as possible. This also lets us know your package is on its way to our warehouse for processing. There may be a slight lag between when the label is created and when weve processed it for departure this is normal. I have confirmed the data is till only uploaded to OSM, we have not received it yet from the merchant. We suggest you contact them for more details.

Customer response
10/03/2024

Complaint: 22369678

I am rejecting this response because: The business simply used a copy and paste reply that they've used with other complaints here. They say that another shipping partner picked up the package and that they're still waiting for it, but the tracking information (attached) says that the shipping partner who picked up the package was OSM Worldwide. But replying to complaints, even with lies, they're able to maintain an A rating with the Better Business Bureau. If people want a true picture of OSM's service, they should read the reviews on the BBB page, which gives OSM only a 1.16. And it would be even lower if people could leave zero stars.
Sincerely,

****** ********
Initial Complaint
10/01/2024
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.
On Its Way to **** Arrived Shipping Partner Facility, **** Awaiting ************************ September 26, 2024, 6:08 am Shipping Partner: OSM It is now, October 1st and is sitting 25 miles from my home. This was the 3rd of three packages that have not arrived, if you purchase from **** do let them use this service. If the company is going to respond to this posting spend the time it would take to do that and just give **** my packages. Your words would mean nothing your action would speak louder.
Business response
10/03/2024

We understand your frustration in waiting for your package. OSM is one of several 3rd parties involved in the transport of your package and we are unable to expedite the delivery of your item. With that said, we are unable to assist you in resolving your complaint and you must reach out to the retailer to receive a refund or replacement for the purchase you made. Please note due to the severe weather surrounding the area, that can also impact the delivery of your package.
Customer response
10/03/2024

Complaint: 22368131

I am rejecting this response because
they are in possession of four packages, their response is the same to each compliant on the BBB website, not we will reach out to you to assist, when is a good time to call you. When you take something that does not belong to you it is called stealing. Which is what they are doing, I have screen shots of the tracking it is in their possession not a 3rd party. This is so sad that this company will take these packages and resell them. The police need to be aware of this.

Sincerely,

***** ******
Initial Complaint
09/24/2024
Complaint Type:
Delivery Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Item is stuck at OSM Worldwide and failing to send to ****. Package contains important items necessary to attend to an emergency.
Business response
09/24/2024
We understand your frustration in waiting for your package. OSM is one of several 3rd parties involved in the transport of your package and we are unable to expedite the delivery of your item. With that said, we are unable to assist you in resolving your complaint and you must reach out to the retailer to receive a refund or replacement for the purchase you made.
Customer response
09/25/2024

Complaint: 22330560

I am rejecting this response because:
OSM Worldwide is failing their duty to deliver my package to USPS. They are holding on to it intentionally to minimize cost of a bulk ship with other orders. This is malpractice. To resolve my issue, the package needs to be handed over to USPS. The delivery estimate is well outside the agreed upon Terms and Conditions of the vendor agreement with OSM Worldwide.
Initial Complaint
09/20/2024
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.
Ordered an item from Amazon seller September 8th. Delivery was supposed to be 2-5 days. Took OSM 3 days to pick the item up, 9/13/24 (1 day with the seller preparing for delivery). Then took 7 days for *** to get the package from ******** to ******, 9/20/24. I live in ***************, so package went past my state. I understand logistics and know why, it's just frustrating. *** is the designated and ONLY shipping partner to handle this package. So the response that there's many 3rd parties involved would be a lie. **** is still awaiting the package from ***. The item was a going away gift and won't arrive in time even though I ordered with plenty of lead time. Now I get to spend a fortune to ship the item to *****. Please don't tell me to contact the seller, I already did and they promised not to use the company again. This company shouldn't be contracted by **** and they clearly don't care about customer service. Buyer beware. Search the company on the internet and just look at their reviews. **** has a better track record and that's saying something. Check to see if the company you're buying from uses *** before purchasing. Refuse to place an order with the company unless they use a shipper besides OSM, or **** to be safe in case **** contracts *** to deliver the package. Eventually they'll go out of business and it could be your package sitting in ******.
Business response
09/24/2024

We understand your frustration in waiting for your package. OSM is one of several 3rd parties involved in the transport of your package and we are unable to expedite the delivery of your item. With that said, we are unable to assist you in resolving your complaint and you must reach out to the retailer to receive a refund or replacement for the purchase you made.
Customer response
09/24/2024

Complaint: 22316718

I am rejecting this response because: OSM is in possession of this package and has been the only party in possession since it left the retailer. There are other parties involved in the delivery of this package but they cannot perform their duties because *** has yet to deliver the package. To date, it took 7 days for OSM to move the package from ******** to ****** (by passing my state of ********). It then took 4 days to move the package from ****** to ****** The package has yet to leave ****** So to say there's nothing you can do is blatantly false. You could fulfill your contract with **** and get the package delivered to them so they can complete the delivery to my address. Looking at the sellers website, they've had over 100 complaints about deliveries from OSM in 2024 alone. So this isn't isolated and your canned response about other 3rd parties in no way satisfies my complaint. The seller has done what they can but they can't issue a refund for an item that's going to eventually show up at my address. That would require me to package and ship the item back to the seller, which would mean you're causing me work, the paying customer, because of your failures as a company. The ******************** Service has long been facing issues and *** is making it worse by using our taxpayer dollars to move a package back and forth across ***************** without actually taking it to **** for delivery. How much did it cost the taxpayer for your company to take the package ***** miles west of my state, then turn around and move it ***** miles east of my state where it currently still sits. I will be refusing to purchase from sellers that use **** via OSM, or OSM directly and will be encouraging others online to do the same. Until such time that OSM begins delivering acceptable service or **** drops all agreements with OSM. You should be ashamed for stealing from US Taxpayers.

Sincerely,

**** ****
Business response
09/24/2024

We understand your frustration in waiting for your package. OSM is one of several 3rd parties involved in the transport of your package and we are unable to expedite the delivery of your item. With that said, we are unable to assist you in resolving your complaint and you must reach out to the retailer to receive a refund or replacement for the purchase you made.
Customer response
09/24/2024

Complaint: 22316718

I am rejecting this response because: It's the same response the company lists on all BBB complaints and it does nothing to address the issue. This is a waste of time. Buyer be warned, don't use this company

Sincerely,

**** ****
Initial Complaint
09/11/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
contacted you today via request for a "NDC Package Inquiry" since my package has not moved After contacting the sender already. the sender contacted their warehouse and has confirmed you picked up my package the same day the label was created on 9/6. you have not updated the tracking and did not perform the check on location. on the shipper's website if it is label created then it will reflect that on the customer portal. my package is labeled on their site as PICKED UP. this means it is in your hands OSM. please locate my package and update the location. Fanhome estimation is tomorrow delivery. let me know exactly where it is and not a reflection. inquery number ticket on your site is ******.
Business response
09/12/2024

We understand your frustration in waiting for your package. OSM is one of several 3rd parties involved in the transport of your package and we are unable to expedite the delivery of your item. With that said, we are unable to assist you in resolving your complaint and you must reach out to the retailer to receive a refund or replacement for the purchase you made.
Initial Complaint
09/09/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered a product and paid $5.95 for 2-5 day shipping. The product has been sitting at the osm worldwide facility for 3 days now with no update on tracking. Seems to be a recurring issue with the company. I've reached out to them for help but they haven't gotten back to me. I'd like delivery of my product and a refund for the shipping I paid.
Business response
09/11/2024

We understand your frustration in waiting for your package. OSM is one of several 3rd parties involved in the transport of your package and we are unable to expedite the delivery of your item. With that said, we are unable to assist you in resolving your complaint and you must reach out to the retailer to receive a refund or replacement for the purchase you made. We also confirmed the team has provided an update to you.

Customer response
09/11/2024

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,

***********************

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