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:11/05/2025

  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.

  I had a package "returned to sender" on 10/4/2025 due to a missing apt number in the receiving address. The package shows delivered to my snapmail box address on 10/4/2025 but as of 11/5/2025 the package has yet to be scanned into my personal snapmail box. I have spoken to 3 people from snapmail and no one can tell me where my package is or when it will arrive. I was told to wait 5-7 business days for processing once they receive the package at the processing center but that would have been 10/14/2025 and it still has not be scanned in. I called the post office inbox center directly and spoke to a gentleman who said he would resend the package for me with the corrected address instead of sending it to my snapmail box, but 2 weeks later when I called to follow up on that request, a young lady told me that they had no proof he sent it out for me and that she wouldn't be able to look for my package at their center because she wouldn't know what it would look like. When I told her I could tell her all the details of the appearance of the box and verify my name on the shipping label so that she could find it, she still refused to locate my package for me. I have escalated the case with snapmail, my package has not arrived on any of their shipments and this afternoon the manager told me they are waiting for a shipment to arrive but do not know when they will receive it or if my package is included in that shipment. There is no system for them to keep track of what packages are put on each shipment and therefore have no idea where packages are once they arrive at the snapmail inbox center. I asked for a refund of my insured package so I could replace the items in my package and they refused. They said the best they could offer me was a free month of the snapmail subscription. I need my package or a refund of the insured amount of that package so I can replace it.

  Business Response

  Date: 11/06/2025

  Hello *******,
  
  Thank you for reaching out and for sharing all the details about your concern. I completely understand how frustrating this situation has been, especially given the amount of time that has passed since your package was marked as returned to sender.
  
  Unfortunately, it has not yet been included in any of the shipments weve received from that inbox location. The most recent shipment, which was indicated as forwarded on October 29, has still not shown any movement or been scanned in.
  At this time, we have already escalated this issue with **** Support and are waiting for an updatespecifically for the inbox location to process and scan in that pending shipment so we can receive your package.
  
  Regarding your request for a refund of the insured value of the package, were truly sorry, but were unable to issue a refund since we have not yet received the package in our facility. The issue appears to be with the inbox location where the package was returned, and because **** tracking shows it as returned to sender (not lost or damaged), filing an insurance claim at this stage would be rejected by *****
  
  We completely understand your frustration and the inconvenience this has caused. Please know that were actively following up with **** to locate the shipment and will notify you as soon as there are any updates. We truly appreciate your patience and understanding while we work to resolve this matter.

• Initial Complaint

  Date:03/01/2024

  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.

  I have been trapped in this snap mailbox scam cycle for a year now. I can't get my mail and they have so many hidden fees that change every time you speak to someone it is ridiculous, there is always a new charge and They don't do what you ask. I asked them to cancel my account and forward me my mail and they said they were destroying it. I do not believe that they can legally destroy mail without consent. There are *** docs in there...and everyone knows communication from the *** takes months and months to get. I am angry and dont know what I can do

• Initial Complaint

  Date:01/11/2024

  Type:Product 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.

  So in November of 2023, I paid snap mailbox for their services because of the holidays and what time I would get off work, my packages kept getting stolen. So I figured ill try out this virtual box and hope and pray that it's a smooth easy process, but boy was I wrong. I've had thousands of dollars in gifts for x Mas sent there, money that's not just leaking from my pores, this is my very hard earned money. I still haven't recieved a single item or mail piece that I had sent to that postal box, NOTHING! I've contacted them multiple times in multiple ways, only to be given the run around every single time. Not to mention the ************************************************************************************************************** at the time of purchase, well come to find out that the address they gave me was supposedly a pist office where everything gets forwarded to some processing facility in another state. Now why would I agree to have my stuff sent to another state just to have it sent back to me here in ******? That doesn't even make in **** sense. These people are thrives, big time!!! So now here it is ******** no one got anything for Christmas, I'm out all that money, I'm so devastated. That site really needs to be taken down. I have every single receipt for every single item I had shipped to that bunk address as well

• Initial Complaint

  Date:06/28/2023

  Type:Sales and Advertising 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.

  I was charged for services not used totaling $181.72I called to ask for a refund of services since they had not been used at all and I do not recall ever signing up for this service. I sent a message through their site and did not receive a response. After a couple of days, I called the customer service line and spoke to ****** who said that I needed to speak to a supervisor to address my particular request. I made an appointment with ****, supervisor, for the following morning. **** was not available and in "a closed door meeting" and could speak to me in the morning which he had been in since the previous day apparently. I was transferred to Rue, supervisor, and when I requested to speak to ****, *** told me told me **** was not "in the office" today. *** continuously spoke over me, was generally rude, and refused to listen to my request. He did provide an email stating a refund for only two of the charges, which I have not seen yet on my card. If these are actually refunded I am seeking the remainder of the charges. As I explained, I feel this is fair since they provided no services whatsoever.

• Initial Complaint

  Date:01/06/2023

  Type:Delivery 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.

  A package from **** (with a new iPhone 14 Pro, which cost $1099) was delivered to my Snapmailbox on November 30th and now it's January 6th and they still haven't "found it" (aka, they stole it and are stringing me along to get my continued subscription fee).The customer service is quick but does absolutely NOTHING to solve anything. Also, the mail isn't actually processed at the Snapmailbox address, they send it somewhere else, taking more time, and increasing the possibility that it will be lost/stolen.I want them to deliver my phone to my current mailing address.