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:07/01/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  We are a long-standing client of ShipMonk, but over the past several months weve encountered serious billing errors, lack of transparency, and unresolved overcharges that have disrupted our business.Admitted Overcharge of $1,953:ShipMonk incorrectly charged us $5 per unit instead of $1.50, resulting in an overbilling of $1,953. While a credit was eventually issued, this was only after we discovered and challenged the error ourselves. No internal checks flagged it beforehand.False Carton Count (Claimed 899, Actual 17):ShipMonk billed us for 899 cartons, even though only 17 small boxes were shipped. This inflation was neither justified nor corrected.Unexplained Special Project Fee ($360):Despite a written promise on May 21 to provide a breakdown, no details have ever been shared.Undisclosed Monthly Minimum Fee ($1,520.72):This charge was never communicated during onboarding and is not referenced in our signed agreement.Receiving Fee ($3,301.50):We requested a breakdown for this large fee, but have received no clarification to date.Bin Storage Inconsistencies:Reported bin usage fluctuates between ***** to ***** bins despite no inventory movement. Our total inventory is only 716 SKUs and ***** units. ShipMonk has failed to justify these charges.Despite repeated follow-ups, ShipMonk has not resolved these issues. We are seeking full documentation, corrected invoicing, and accountability. If not resolved promptly, we are prepared to pursue legal options and file further public complaints.

  Customer Answer

  Date: 07/02/2025

  Thank you for facilitating this process.
  Since filing the complaint, weve received a general acknowledgment from ShipMonk stating the issue has been escalated internally. However, we have not yet received any specific resolution, detailed breakdowns, or timeline to address the billing discrepancies we originally raised.
  Unfortunately, the situation has now escalated further. Our inventory at ShipMonks California warehouse has also been placed on hold, directly impacting our ability to fulfil orders. As a result, **** had to cancel over 20 customer orders, which has caused both financial loss and reputational damage to our brand.
  We would appreciate BBBs continued support in encouraging ShipMonk to provide a timely and complete resolution.
  Thank you again for your assistance.

  Customer Answer

  Date: 07/10/2025

  To Whom It May Concern,
  
  We are writing to escalate and provide further evidence for our ongoing BBB complaint against ShipMonk, which has yet to be resolved despite more than two months of delays, miscommunication, and acknowledged billing errors.
  
  The issue stems from their handling of ASN-*******, which resulted in major financial loss, fulfillment suspension, and complete disruption of our operations all due to ShipMonks own mistakes.
  
  ?
  
  Timeline and Breakdown of Events:
    May 15, 2025 We raised our initial concern with ShipMonk regarding what we believed to be an incorrect receiving fee and carton count. This was supported with documentation and evidence (which we are happy to submit to the BBB).
    ShipMonk took nearly a month to respond meaningfully. Despite the urgency of the matter our account was locked and shipments were suspended their team did not acknowledge the error until June 12, 2025, when ***** ********* admitted via email that we were wrongly charged $5 per carton instead of $1.50, overcharging us by $1,953.00. (See attached screenshot.) The correct number of cartons at that time was clearly stated to be 558.
    Since then, the carton count has changed repeatedly across different communications with no logical explanation or internal consistency:
    First it was 558 cartons (June 12, *****),
    Then it became 725 cartons (July 10, ****),
    And most shockingly, we were actually billed for ***** cartons, as later revealed.
  
  This sequence alone proves that ShipMonks billing system is unreliable and internally inconsistent, and that their departments are not aligned on what the actual charges should be.
    During all this, our account has remained locked since mid-May, meaning:
    Our inventory has been inaccessible,
    We were forced to cancel and refund multiple customer orders,
    We had to halt all fulfillment and sales activities,
    And we were charged a monthly minimum fee of $1,520.72 not once, but for two months in a row, despite the fact that we could not access or use the services we were being charged for.
    On July 10, **** ******** admitted yet again that there was a mischarge and offered a $415.50 credit (based on adjusting from ***** cartons to 725). But this only adds to the confusion, as it completely contradicts the 558 carton count confirmed and refunded earlier by ***** on June 12.
  
  ?
  
  Summary of Our Losses and Concerns:
    We have now been overcharged multiple times confirmed by ShipMonk themselves totaling thousands of dollars.
    Their internal communications are contradictory and unprofessional, as shown by the carton count changing from 558 to 725 to ***** with no consistent explanation.
    We have lost significant revenue, customer trust, and incurred avoidable refunds all while being billed for services we could not use.
    ShipMonk continues to demand $8,644.12 in payment, despite these charges being based on flawed, disputed, or already acknowledged billing errors.
    Their actions show a clear lack of urgency, accountability, and business ethics, leaving us completely unsupported for over two months.
  
  ?
  
  Why We Are Escalating to the BBB:
  
  This is no longer a simple billing oversight. It is a pattern of:
    Repeated mischarges
    Contradictory responses
    Poor internal communication
    Negligent customer support
    And continued financial harm to our business
  
  We are raising this again with the BBB not just for resolution, but to ensure other businesses are warned. If we hadnt caught these discrepancies ourselves, we would have unknowingly paid thousands of dollars in fraudulent or careless charges.
  
  ?
  
  We Are Requesting the Following from Shipmonk:
   1. A full third-party audit of all charges on our account.
   2. Immediate removal of minimum charges while our account is/was locked.
   3. A corrected and fully explained invoice, aligned with one consistent carton count.
   4. Immediate reactivation of our account so we can resume operations.
  
  We kindly request BBB intervention to ensure accountability and transparency in ShipMonks billing process.
  
  We are prepared to submit all screenshots, internal emails, invoices, and photo evidence of the actual shipment (17 cartons physically delivered) to support our claims.

  Customer Answer

  Date: 08/05/2025

  Dear BBB Team,
  Thank you for your follow-up.
  Id like to update you that weve been in contact with Shipmonk, and while there has been some response from their side, the issue remains unresolved. They have stated they will provide a final decision by this coming Friday.
  Although this timeline is not ideal given the ongoing damage to our operations and reputation, we have agreed to wait until then in good faith, hoping to reach a fair and constructive resolution for both parties.
  That said, should there be no meaningful outcome by Friday, we may need to move forward with the escalation process.
  Thank you again for your support. I will keep you informed.
  Best regards,