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:07/17/2025

  Type:Delivery 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 ordered something off **** and used Stackry as a forwarding service because **** doesnt ship to my country. Stackry promised to notify me by email when my package arrived at their warehouse but I never received any notification from them.I only found out the package had arrived because **** emailed me with confirmation of delivery. When I logged into my Stackry account to ship the package, nothing was in my dashboard. My package was delivered, but Stackry did not link it to my account.I contacted their support and explained everything, but I was only given generic copy-pasted responses telling me how to ship a package through the dashboard which is completely useless, because I cant ship something I dont have access to.I have paid Stackry to forward my package, and now its just sitting in their warehouse with no way for me to retrieve it.

  Business Response

  Date: 07/18/2025

  Hi *****,

  I am sorry for the confusion, however after reviewing your email correspondence with the second representative that you talked to, ***** *****, I can see that she explained everything in great detail. Both packages have been added to your account. As she explained, the reason they were not initially added to your account is because there are many different names being used on your account, which causes confusion when receiving packages and delays entry into your account.  The name on your account is Cosmic Persimmon, which is not your real name as explained to us via email and on this complaint.  Your name is ***** *****.  The names on the incoming packages were neither Cosmic Persimmon nor ***** *****, they were **** Wreck and Krysstyn ******.  Causing further confusion was that you provided a tracking number that was missing the last two digits, ***** ***** was able to figure that out as well.  I hope this clears things up, you may now proceed with the shipment, however the name on your account will be changed to your given name as per Stackry policy.

• Initial Complaint

  Date:06/12/2025

  Type:Product 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 am writing to report two unresolved issues with Stackry that have caused financial and service-related harm:1. I requested the return of three ****** packages through Stackry using prepaid return labels. These packages were delivered to ****** on May 17, May 20, and May 21, 2025. Despite confirming the return process and providing the correct labels and shipment information, Stackry has failed to confirm whether the returns were actually processed. I first contacted them about this issue on May 30, 2025, and followed up again on June 5 and June 9. To date, I have not received any resolution or update.2. I currently have a balance of $221 USD in my Stackry account. I have clearly requested that this amount be refunded to my **** card. However, the credit has not been refunded and remains stuck in my Stackry account, despite multiple support tickets.This is unacceptable. I believe I am being ignored and that Stackry is withholding my funds without valid justification.Account Email: ************************** Suite #: ******* I am requesting immediate resolution, including:- Confirmation and finalization of the Amazon returns - Full refund of the $221 credit to my **** card If no action is taken within a reasonable time, I will escalate this issue to my bank and local consumer protection authorities.

  Business Response

  Date: 06/23/2025

  Hi Hamad,

  I am very sorry for the delay in getting your requests handled. It looks like the packages were returned and refund requested back on June 12. You received an email from our agent ******** Vonn as per below:

  Hello Hamad, 
   
  The shipment has been split up and the return has been processed.  The fee is $7.50 x 3 packages for a total of $22.50.  
   
  C3641264HA will be returned with *** tracking number 1ZR7R7969044831016.
   
  C3641259HA will be returned with *** tracking number 1Z1V17R59050890438.
   
  C3641261HA  will be returned with *** tracking number 1Z1v17R59050890036.
   
   
  $201.05 has been refunded back to the **** ending in 1370. It may take a few days for the money to reach the customer's bank account.
   
  Thank you and have a nice evening. 

   

  That said, i can see you requested the returns initially on 5/29 and there was a delay in getting everything returned due to the fact that we had consolidated the three packages together already, which means we have to go through the de-consolidation process and then process the returns.  I understand your frustration in the delay and I apologize for not getting it processed faster. Please see link here that shows all three packages being delivered on June 17 -->***********************************************************************************************************************************************

  Can you also confirm that you received the refund of $201.05?

  Thank you,

   

• Initial Complaint

  Date:06/02/2025

  Type:Delivery 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 used Stackry, a US-based package forwarding company, to receive a parcel containing two smartphones worth $919.98. The package was shipped ******** and marked as delivered to Stackrys warehouse on 05/22/2025, with proof of delivery provided (tracking number: 288838016969).Despite clear delivery confirmation, Stackry denies having received the package and refuses responsibility. They have failed to investigate properly and are pushing me to file a complaint with the shipping carrier, even though the package was successfully delivered to their warehouse.I am located outside the **** and feel this company has neglected their responsibility and mishandled the situation. I request *** assistance in holding Stackry accountable.

  Business Response

  Date: 06/02/2025

  Dear Mohamedamine,

  I am extremely sorry because I understand you are in a very tough position.  I have spoken with the customer service team that you were working with on this and it looks like they went to extensive lengths and spent several hours investigating this case.  They reviewed camera footage, incoming package listings, and more to ensure that we had investigated any way that this could have been delivered to us, but not input into your account.  After all of that research they did come to the conclusion that the package was not delivered to our dock that day.  You were expecting two packages from the same seller, however only one was delivered.  

  I understand that ***** has also researched and has stated that they did deliver the package, however when they deliver to our dock, they deliver many packages at once and it does happen that the carriers will say they delivered something, that they in fact did not.  In some cases we will find it was delivered to one of our neighbors, in others we never find out what happened. Our team even went to the neighboring companies to see if anyone had received this; that is how serious we are about figuring this out for you.  That said, we've provided all the proof we can that we did not receive this package and ******** supplied a letter stating that as well. I am not sure what else we can do, but we can't take accountability for an item that we did not receive.

  As I said in the beginning, you are in a very tough position and I understand that.  Please let me know if there is anything else that we can supply to help your plight with ***** or the retailer.

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23402886
  
  I do not accept the business's response as a resolution to my complaint because: The shipping company confirmed that the package was delivered, and the seller also confirmed the same. **** rejected the complaint submitted and confirmed the delivery of the package, refusing to issue a refund. The responsibility lies entirely with the company stackry because they were the ones who signed for receiving the package.
  
  
  
  Sincerely,
  
  ******* Amine ******

  Business Response

  Date: 06/04/2025

  I am very sorry, but I have to stand by my prior statement.  We sign for a batch of incoming packages, not individual packages.  We have done our due diligence and went above and beyond to not only check every possibility of it being delivered to us, but also to neighbors in our complex.  I reiterate and am confident in saying we did not receive this package.

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23402886
  
  I do not accept the business's response as a resolution to my complaint because: The company stackry is trying to evade responsibility for signing the delivery receipt, even though they are the ones responsible for the loss of the package. They signed for it without verifying its proper delivery, and therefore, they must fully compensate for its value.
  
  
  
  Sincerely,
  
  ******* Amine ******

• Initial Complaint

  Date:05/27/2025

  Type:Delivery 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.

  This company works as package forwarding company. I bought Solgar Full Spectrum Curcumin from ****** and they delivered it to the location.When I talked to the support team they said that they didn't receive the shipment. They asked me for a proof, and I gave them screenshot from ******. They said that it shipped to thier neighbors called ROI (because thier name was shown in the map), what a silly excuse. Secondly... the one who received the shipment and signed is not thier employee. They said that they email me while the get the information from the storage. I asked them how did they know that it was delivered to thier neighbor called ROI while they are supporting team are waiting thier response!Then I got an email that the storage confirmed that they didn't receive the shipment!I found many costumers trapped with them as they reported in ****** Reviews. Also, I got the impression that they were buying reviews for ****** Reviews.Its a shame that something like this happening in ** especially in ************* the lovely and beautiful state!

  Business Response

  Date: 06/09/2025

  Hi *******, I am very sorry for the delay.  Can you give me some more information so I can research this further for you?

  I need your locker number as well as the incoming tracking number from Amazon, once I have those, I can research further and will get back to you ASAP!

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23370571
  
  I do not accept the business's response as a resolution to my complaint because: Screenshot contains all informations like Unite number which is: UNIT 7980964.

  And Amazon tracking number: TBA321541599563

  
  Sincerely,
  
  ******* ***

  Business Response

  Date: 06/11/2025

  Great new *******!

  We sent someone over to ROI a second time, this time to the loading dock side of the building and they had your package, it was checked in yesterday and it is package ID **********. You should have received notification on this via email.  

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23370571
  
  I do not accept the business's response as a resolution to my complaint because I'm watching my account in Stackry daily since receiving the email from you on since 48 hours and I didn't see any updates there regarding the shipment.

  
  Sincerely,
  
  ******* ***

  Business Response

  Date: 06/16/2025

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

  Hi there *******,
  I am very sorry for the confusion, however I see that someone emailed our customer service team from email address ************************** asking about this same tracking number from amazon TBA321541599563 on May 27, 2025.
  I see that the account associated with that email address -locker number ending in 0964 received the package with tracking number TBA321541599563 into the account on 10 June 2025, the package ID is **********.  The contents of the package are described as supplements, which I believe is what was described to be in this package.
  I also see that the shipment was paid for on 13 June 2025 and shipped that same day under Aramex tracking number 34895798486. It is currently enroute.

  Now I know that the email address you are using for this complaint is ***************** which does not match the email address on the account ******************** however the tracking number in the ticket from May 27 and the tracking number in this complaint match exactly, also the name ******* *** from the country of ****** is also the same on both the ticket, the account and this complaint.  Are you not in control of this account and did not pay for the shipping of this package?
  
  

• Initial Complaint

  Date:05/23/2025

  Type:Billing 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.

  On May 20, 2025, I paid Stackry $41.97 for their package forwarding service (shipment #******) using my own U.S. credit card. Shortly after, my account was placed on hold for verification. I complied fully within 48 hours, providing a selfie, my government-issued photo ID, and the same credit card used for paymentexactly as Stackry requested, and well within the stated 7-business-day window.Despite meeting all requirements and using my own valid payment method, Stackry closed my account without a specific explanation, simply citing fraudulent use of a credit card. They are now returning my package to the retailer and stated that their decision is final, refusing to clarify what was supposedly wrong with my payment or verification. I received no chance to resolve or appeal the situation.I did not receive the service I paid for, nor a reasonable explanation for denial. I am seeking a full refund of my service fee, and ideally, for Stackry to process my shipment as originally agreed or at least provide a transparent explanation for their decision.Attached are screenshots of all communications, my submitted ID, and card (with sensitive information covered as requested). I expect Stackry to resolve this in a fair and timely manner.

  Business Response

  Date: 05/23/2025

  Hi ****,

  I am very sorry for your experience. I can see that the security team had flagged and disabled your account for the reasons you mentioned above. I am not at liberty to discuss security issues, however just supplying the required information is not a guarantee that it will clear your account of the security concern.  Also, we refunded your payment via credit card, which you'll see in one to ten business days from yesterday (5/22).  We also returned the items that you purchased to the retailers; I am sorry that we cannot forward them as intended, but you should not be out any money on the matter.  Please find another forwarder to do business with.

   

• Initial Complaint

  Date:02/19/2025

  Type:Customer Service 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.

  Subject: Urgent Complaint Regarding Unjust Account Closure Dear ********************** Team,I am extremely disappointed with the discriminatory treatment I have received from your company. On February 19, I received a parcel and made a payment for shipping using my card. Immediately after, I was asked to provide an ID, credit card, and a selfie for verification, which I did promptly. Yet, despite complying with your request, my account was closed without any valid explanation.This is a clear case of unjust discrimination, as I provided all necessary documents, yet my account was still terminated arbitrarily. If there were legitimate concerns, they should have been communicated rather than resorting to an unexplained closure. I expect an immediate resolution to this matter, including the reinstatement of my account and shipment processing without further unnecessary hurdles.I look forward to your prompt response.Sincerely,Shk. ******** *******

  Business Response

  Date: 03/21/2025

  Hello Sir,

  I am very sorry for the experience you have had with our company, however our security team has assessed your account and determined that it is at high risk for fraudulent activity for multiple factors.  Stackry has a commitment to security and due to this, we have decided to deactivate your account.  Our agent Miles **** has refunded your shipping payment in the amount of $141.98, which is the amount that you are requesting for reimbursement with this complaint.  Please see the detail of the refund from our credit card processor attached. The refund reference number that you can use to reference the refund with your bank is 263386 and is shown on the attachment as well.

  In addition to this, we returned the item that arrived to your locker.  It arrived on *** tracking number 1ZR9434F1318258476, we gave the package back to *** on 2/19 and it was returned to the sender and delivered under *** tracking number 1ZR9434F1218258478.  You can track it with that number and see that it was delivered back to the retailer on 2/25/25.

  For these reasons, you should not be out any money for the transactions.  Please let us know if you have any additional questions.

• Initial Complaint

  Date:09/25/2023

  Type:Delivery 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've had two packages sent to Stackry for package forwarding services to EU.
  
  They contained air rifle slugs, which per both US and local government regulation, as well as Stackry's own corporate rules, are not prohibited items. Stackry refused to forward them, claiming they are "bullets". After pointing the error out to them multiple times, without them budging, i asked for proof of them being "bullets". They sent me the photos of the items clearly labeling them as airgun slugs, and wrote the following:
  
  "Also, please reference our prohibited items page, found here. On this page, we outline all of the types of items that are prohibited from being sent by Stackry. We do not only prohibit items that are restricted from being exported by the US government, these our our own company prohibitions.
  
  Please note that the packaging on the items in the photo deems them to be slugs. The definition of a slug is found here as defined by Miriam Webster Dictionary. I understand that these are not technically bullets used in firearms, but we are in the business of shipping, not experts on firearms, guns or firearm/gun accessories, which is exactly why we cannot decipher between the variations between a bullets and slugs. If we make the wrong decision, we risk our ability to ship, so we air the side of caution."
  
  I have asked them to destroy the items, as they themselves suggested, with proof of destruction (video or photo). They refused to provide any kind of proof of destruction and claimed their word should be enough. They also offered to send the items back to the sender ONLY if i get a paid shipping label from the sender AND pay them an extra fee.
  
  To summarize, they're holding my items hostage, making rules up on the fly, and are offering them keeping the items for themselves (theft) or paying up more money to return them as the options. They are not fit to do the business they advertise.

  Business Response

  Date: 09/25/2023

  Dear ****,
  I see that you have quoted a piece of an email between yourself and our customer service team, but you left out one key piece of information in that email, I'll copy and paste the response in its entirety here here:

  I am very sorry for the delayed responses, as Maya mentioned, we were very busy; typically our client support is faster than this and for that we apologize profusely.  I am also sorry that we cannot ship these items to you. I have attached photos of each item in your package.  Also, please reference our prohibited items page, found here *********************************************. On this page, we outline all of the types of items that are prohibited from being sent by Stackry.  We do not only prohibit items that are restricted from being exported by the US government, these our our own company prohibitions. 
   
  Please note that the packaging on the items in the photo deems them to be slugs.  The definition of a slug is found here ********************************************************** as defined by Miriam Webster Dictionary.  I understand that these are not technically bullets used in firearms, but we are in the business of shipping, not experts on firearms, guns or firearm/gun accessories, which is exactly why we cannot decipher between the variations between a bullets and slugs.  If we make the wrong decision, we risk our ability to ship, so we air the side of caution.
   
  I am again sorry for the confusion, and we can help you by returning the items to the original retailer.  Most retailers will provide you with a return shipping label, and we typically charge $7.50 for the application of said label.  I can certainly waive that fee if you can provide us with a return shipping label. If you'd like us to destroy the package, we can also do that.  Please advise on how you'd like us to proceed and again, I am sorry about all of this.

  Please note that in the last paragraph that you left out of your complaint, we have offered to waive our fees for the return, we have apologized for the confusion around the terms bullets and slugs.  I am here to apologize again, but we cannot ship these items for you and have offered you solutions for return and destruction of the items.  Again, unfortunately we do not have the ability do send video evidence of the destruction.  We would like to help you and are not trying to hold your items hostage as you stated.  

  Customer Answer

  Date: 09/26/2023

  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint.

  If the business meant the part of the email where they waived the fee after my repeated inquiries, that's completely irrelevant to the issue at hand and amounts to damage control.
  All the points still remain:
  - the business is incompetent at performing the business you advertise
  - the business does not respond in timely manner
  - the business interprets its own rules and terms in a completely arbitrary manner - if they cannot make sense of them themselves, how is the customer going to?
  - the business does not adhere to legal export and shipping regulation and instead invetnts their own - meaning there is no recourse or higher instance to refer to or arbiter
  - all of this is not transparent ahead of time, incurring extra costs to customers  

  
  If the business meant some other part of the mentioned email (for the record, all the included PDFs contain entire emails, and no part of the email messages has been redacted or omitted), please indicate which one in a more clear and succint manner.
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:09/07/2023

  Type:Customer Service 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've been a Stackry customer for a long time and am so disappointed and frustrated with their slow response times and extremely irrational decision-making proccesses. I asked for my package's storage to be extended BEFORE the disposal date, but since Stackry refuses to answer customer emails in a timely manner my package was disposed of even though I asked for an extension before they said they would dispose of my parcel. Customer service is unapologetic, rude, vague and difficult to deal with. I'm extremely disappointed and would hope that a resolution can come to this as this is completely unfair on Stackry's part, I have dated emails with all of the proof.

  Business Response

  Date: 09/07/2023

  Hi there,
  First, I want to apologize for your package being disposed of and for the lack of empathy in the response that you received from our customer service. That will be addressed as that is not the type of service that we aim to provide.  I understand that the situation is frustrating, and I am again so sorry your package was disposed.  Looking at the chain of events, this is what I can see.

  On July 29, you requested to extend the storage of your package and Amanda offered an extension until Aug 31
  We received an email requesting another extension of storage on Aug 30 09:52 pm EST our hours of operation are from 9 am to 4 pm EST Monday through Friday

  We try to reply to email inquiries within 24-48 business hours and unfortunately because your email came through late in the evening on Thursday, Aug 30, we were not able to answer it that next day on Friday, Aug 31 which was the day that it was disposed.  I am so sorry about the unfortunate timing of all of this, but please note we had already held your package for the full standard 60 days as well as an additional 30 days.  Once items are pulled for disposal past the standard 60 day storage time, they are disposed of immediately.  

  I am again, unbelievably sorry about this and hope that you can understand that if there was anything we could do to get it back, we would.  Please accept my sincerest apologies.

   

  Customer Answer

  Date: 09/07/2023

   
  
  ********** ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: an apology just isn’t enough, it is meaningless and doesn’t help me at all. I asked that if you couldn’t retrieve my package you should close my account and you haven’t done that. I am deeply uncomfortable with Stackry’s general lack of accountability— if you don’t want people to extend storage times then don’t let them. Please close my account and let us both move on.
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 09/13/2023

  Date Sent: 9/8/2023 11:51:31 AM
  Hi there,
  
  I am very sorry for the loss again, if there was something that I could do to retrieve your items, I would.  
  
  I have done what you asked and closed your account.  Stackry is very sorry to have lost you as a valued customer.
  
   

• Initial Complaint

  Date:06/27/2023

  Type:Delivery 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 delivered on June 1st and signed for by "Miller" that it was delivered to at their address and my account account address included. Stackry claims that the package was never delivered to them. Despite me sending them the confirmation of the order and the UPS receipt that shows it was delivered and signed for at the Stackry address, they insist that they never received it even though UPS assures me that they did and has proof of the delivery. Stackry then told me to open an investigation with UPS, so I did and it was closed as UPS proved it was delivered. Stackry lost the 140$ package or it was stolen at the warehouse and they refuse to accept responsibility and credit my stackry account in anyway despite the fact there is tons of proof it was delivered and UPS sides with me.

  Business Response

  Date: 06/27/2023

  Hi *****,

  I am so sorry that this has happened, I have looked back through the communications that you have had with customer service, as well as the logs in which we keep when we research an incident such as this and everything that I see here shows that we did a very thorough investigation that resulted in the declaration that your package was not received into our warehouse.  I understand that UPS has said that it was, and that they concluded that the package was delivered properly, however we have been in business and receiving packages from carriers including UPS for over 10 years, and they make mistakes in their deliveries a lot more than you would expect.  We receive thousands of packages in our warehouse each day and in some cases an incoming package will show delivered to our facility, when in actuality it was delivered elsewhere.  We have done the following to ensure that we did not mishandle your package:

  --we did a check of all incoming packages that day, we document each items incoming tracking number as well as other unique identifiers for each package to ensure everything gets sent to the proper locker.  We have no items that were received that day that came in with the tracking number that you provided.

  --our warehouse is located in a complex with multiple units.  We went to each unit in our complex to see if any packages had been delivered  in error on or around that day.  There were not.

  --I just took the search to the final level, which is to check all remaining packages in our warehouse that were received that day, to ensure an error in the above two searches did not occur. Still no luck.

  Because we have gone through the above measures, I can say for certainty that we did not receive the package.  I am so very sorry that UPS is stating otherwise, but maybe it would be possible to take this as well as the UPS finding to the retailer and they will refund or reship the items for you.  Please know that we do everything we can to ensure that our customers have the best experience possible, and I am so sorry that in this case there is nothing more that I can do. I hope that this unfortunate incident does not make you think differently about using our company for your international shipping needs.

  Customer Answer

  Date: 06/28/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: The consumer did not provide BBB with the reason they did not accept the business's resolution to their complaint.  
  
  Sincerely,
  
  
  
  ***** ************

• Initial Complaint

  Date:03/13/2023

  Type:Delivery 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 ordered 2 pairs of Chuck Taylor shoes from Converse USA. They shipped the parcel via UPS to Stackry who were then supposed to forward the package to me in Canada since Converse wouldn't deliver directly to Canada. UPS delivered the package to Stackry and has the signature of an employee named "Miller" that it was delivered to at their address. Stackry however, claims that the package was never delivered to them as they did not scan it into their system. Despite me sending them the confirmation of the order from Converse, and the UPS receipt that shows it was delivered and signed for at the Stackry address, they insist that they never received it even though UPS assures me that they did. Their only advice was to start a claim with UPS, however, UPS was able to confirm the delivery to their address. They refuse to do anything about it despite the fact that the parcel was either stolen or lost while in their care.

  Business Response

  Date: 03/13/2023

  Hi ********,

  I am so sorry for the very difficult situation that this issue has put you in.  I have read back through all of the notes surrounding your initial inquiry.  I can see that Sarah started an internal trace that goes through multiple levels of administration to ensure that we've done a thorough search and research.  I looked through the research that was done and am confident in the fact that we did not physically receive your package.  We receive thousands of packages per day; we scan and check each package in on the day of it's arrival; I can say with absolute certainty that this package was not received or scanned into our facility.  The package does show delivery to our dock and is signed for by someone in our facility, however we find very regularly that items with this same situation (showing delivered to us), get delivered to other locations in our town, or more likely other companies in our building complex.  In addition to internal research, our receiving team physically went and checked several of the known locations where our packages get mis-delivered regularly and those locations did not have your package either. I am so sorry that you have been put into this difficult situation, however if we had received your package and mis-handled it, we would take accountability.  I am not sure what else we can do to assist.  UPS made the mistake here and Converse needs to make them take accountability for it.  If there is anything we can do to assist please let me know.  You can have Converse reach out to our client support and we can do everything possible to prove we did not receive this package. 

   

  Customer Answer

  Date: 03/13/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because:

  It does not make any rational sense. You replied "The package does show delivery to our dock and is signed for by someone in our facility, however we find very regularly that items with this same situation (showing delivered to us), get delivered to other locations in our town, or more likely other companies in our building complex." This means you acknowledge receipt of my package as someone at your facility signed for it, and then you go on to claim that basically even though you signed for it, you do not have it. If you sign for it, then you have now accepted responsibility for the package. What happens to it after its been signed for is completely your company's responsibility. That's literally the whole point for UPS's signature confirmation service. You have stated that it was signed for by someone at your receiving dock; if it had been signed by some unknown person, your claim that it ended up somewhere else in your complex would make sense. But you as well as your employee Sarah have confirmed that the signatory, "Miller" works at Stackry in receiving. If this is somehow something that happens regularly as you state, then your whole procedure for receiving packages needs to be audited and improved so that customers who use your service are protected from loss. You can't sign for a package and then claim that because you receive thousands of packages a day, these packages your receiver has accepted responsibility for regularly somehow find their way to neighboring businesses around your city. In effect, you are saying that it's not safe to entrust  parcels to you because once you've signed for them you have no way of tracking them or being accountable for them. As a company whose sole purpose is to receive and forward packages this is grossly incompetent service and defies explanation. 
  
  
  
  Sincerely,
  
  
  
  ******** ****

  Business Response

  Date: 03/14/2023

  I completely understand your point as well as your frustration and this is a complicated issue to fully understand.  The receiving process at our facility is extremely complex and thorough for this exact reason--we must rely on our internal checks and balances to ensure we know exactly what we have received because the data from the delivery carriers simply stated, is unreliable due to the large number of packages received every day. It is because of these checks and balances that we've put into place after many years in the business that I can assure you we do not have, and never did have your package, this is a carrier error.  I again apologize for the difficult place that this puts you in, but we cannot be held responsible for a package that we never received.

  Customer Answer

  Date: 03/16/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: As complex as your receiving process may be, the entire purpose of having your receiving department sign for packages is to accept responsibility for them. If as you say, it happens not uncommonly, that UPS has you sign for packages that you don't actually receive, then it would seem your company should make an effort to rectify this situation with UPS so that it doesn't continue to occur. That problem rests between you and UPS, not Converse and myself. As you are aware, Converse had already informed me that the signed delivery form means that they are under no obligation to look into this problem as Stackry signed for the package. Stackry is solely in the business of receiving and forwarding packages, so if your system for receiving packages is flawed, which it obviously is since this sort of situation happens, then it would seem incumbent upon you to figure out why this happens to prevent it from happening again, so customers like myself are not stuck in limbo, without our packages and losing our money. 
  
  
  
  Sincerely,
  
  
  
  ******** ****