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:09/10/2026

  Type:Order 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 to receive REMOVEDand REMOVEDpurchases in the REMOVEDconsolidate them, and forward them to REMOVED. Stackry knew the destination country, declared value, contents, and selected carrier. I paid Stackry $335.97 for REMOVEDshipping.After the shipment reached REMOVED, I learned that it required formal customs clearance and substantial additional expenses, including approximately REMOVEDPYG to obtain/release the REMOVEDwaybill, a separately retained customs broker, and customs duties calculated using a value that includes freight.These additional costs made recovering the merchandise economically unreasonable. Had I been clearly informed before shipment that the value of the consolidated package could trigger this type of formal clearance and outside customs-broker requirement, I would not have authorized the $335.97 shipment. I could have divided the shipment, returned the merchandise while still in the REMOVEDchosen another method, or declined to ship.I attempted to resolve this directly with Stackry under ticket REMOVED. Stackry initially relied partly on 15 CFR 758.3(b). After I challenged that, Stackry escalated the matter to Customer Success Lead REMOVED, who acknowledged in writing that this regulation concerns U.S. export licensing and does not itself constitute acknowledgement of a specific customs-brokerage requirement in REMOVEDStackry nevertheless denied reimbursement, relying on general Terms and Conditions stating that customers are responsible for foreign import requirements.I am not asking Stackry to reimburse Paraguayan taxes. My complaint is that a material and foreseeable clearance consequence was not adequately disclosed before I authorized and paid $335.97 for the service.I am requesting a refund of the $335.97 shipping charge. If Stackry will not provide a full refund, I am willing to consider a reasonable partial reimbursement. 

  Business Response

  Date: 09/21/2026

  Dear REMOVED,
  Thank you for giving us the opportunity to respond directly to the complaint you filed with the Better Business Bureau. We want to start by saying that we are genuinely sorry for the frustration and financial strain this situation has caused you. Losing access to merchandise you purchased, and facing unexpected costs to recover it, is a difficult and stressful experience, and we understand why you are upset.

  
  We have reviewed your complaint again in full,alongside your original correspondence with our team in support ticket #REMOVEDand the final review completed by our Customer Success Lead, REMOVED. We want to lay out that review here, in writing, so you have a complete and consistent record of our position.

  
  Background
  You used Stackry to receive, consolidate, and forward Amazon and REMOVEDpurchases to REMOVED, and you paid $335.97 for international shipping via REMOVED. After the shipment arrived in REMOVED, you learned it required formal customs clearance, including release of the REMOVEDwaybill (approximately REMOVEDPYG), the services of an independently retained customs broker, and duties calculated on a customs value that included the freight charge. You have explained that recovering the shipment under these terms is not economically reasonable for you, and you have requested a refund of the $335.97 shipping charge, or a reasonable partial reimbursement in the alternative.

  
  Clarification on 15 CFR 758.3(b)
  In our first response, we referenced 15 CFR 758.3(b) in connection with the export-license acknowledgment you accepted when authorizing your shipment. As Mr. REMOVEDconfirmed to you directly, that regulation concerns U.S. export licensing responsibility and does not, by itself, constitute acknowledgment of Paraguay's specific customs-brokerage requirements. We want to reiterate that clearly here: that provision is not the basis for our final decision on your request.

  
  Basis for Our Decision
  After a full review of the shipment history,our correspondence with you, and Stackry's Terms and Conditions, we are unable to approve reimbursement of the $335.97 shipping charge, for the following reasons:
  ?Under REMOVEDCompliance) of Stackry's Terms and Conditions, customers are responsible for compliance with the applicable local, national, international, and foreign import and export laws and regulations of the destination country. This includes destination-specific customs clearance procedures, thresholds, and brokerage requirements.
  ?Our knowing your shipment's destination country, declared value, contents, and carrier allowed us to present available transportation options and calculate a shipping charge. It did not place Stackry in a position to determine or guarantee the customs clearance process that Paraguayan authorities or the carrier would apply to your shipment after arrival, which can vary by declared value, merchandise, and the circumstances of the importer.
  ?Stackry is not able to provide an individualized, shipment-by-shipment warning covering every customs threshold, brokerage requirement, or clearance procedure that could apply across the more than 220 countries we ship to. The responsibility established in our Terms and Conditions does not depend on a shipment-specific warning having been given.
  ?International transportation is performed by third-party carriers, such as REMOVED, and is subject to those carriers' own terms and conditions.
  ?The $335.97 charge was for the international transportation of your shipment, which was tendered to and transported by REMOVEDas requested. That service was performed. The customs clearance requirements you encountered in REMOVEDdo not mean the transportation service itself was not delivered, and our Terms and Conditions specify that a freight claim does not relieve a customer of responsibility for payment for services already performed.

  
  We recognize this is not the outcome you were hoping for, and we do not take that lightly. Our decision is not a reflection of any belief that your frustration is unwarranted it reflects the terms under which the shipment was authorized and the division of responsibility between Stackry's role as a package forwarder and the destination country's import requirements, which are outside our control.
  If you would still like to pursue recovery of the merchandise, we remain glad to support you in that effort, and we would encourage you to work with a local customs broker in REMOVEDif you have not already done so.
  We are happy to provide any additional documentation you or the Bureau may need, and we wish you the best in resolving this matter.
  

  Customer Answer

  Date: 09/22/2026

   
  Complaint: REMOVED
  
  I do not accept the business's response as a resolution to my complaint because: 
  
  Dear BBB,
  
  Thank you for forwarding Stackry's response.
  
  I do not consider the business's response satisfactory, and I would like this complaint to remain open and continue through the BBB resolution process.
  
  Stackry's response largely repeats the position it previously gave me directly, but it still does not address the central issue of my complaint: what material information was actually disclosed to me before I authorized and paid $335.97 for this shipment.
  
  I am not claiming that Stackry controls Paraguayan customs, nor am I asking Stackry to reimburse Paraguayan taxes. I am also not claiming that Stackry was required to guarantee how customs would ultimately process the shipment.
  
  My complaint concerns disclosure before purchase.
  
  My commercial invoice shows a declared goods value of $110.00 and freight of $335.97. REMOVEDsubsequently notified me that this shipment required a separately retained customs broker and payment of Gs. REMOVEDfor release of the waybill documentation, with additional broker and customs costs thereafter.
  Paraguay's express-remittance rules specifically distinguish shipments valued up to US$100 from shipments over US$100 through US$1,000. My shipment was declared at $110, only $10 above that value breakpoint.
  
  Stackry knew the destination was REMOVED, knew the declared value was $110, consolidated the shipment itself, offered DHL as the carrier, and calculated and collected the $335.97 transportation charge.
  
  Yet Stackry has still not identified any specific warning presented to me before payment stating that the value of this shipment could result in a materially different clearance process or require an independently retained customs broker.
  
  Stackry argues that it cannot provide individualized warnings for every possible requirement in more than 220 countries. However, Stackry itself provides country-specific duties and taxes guidance, including a Paraguay-specific guide. My complaint is not that every possible customs event must be predicted. It is that a known, material destination-specific risk connected to the declared value of the shipment was not meaningfully disclosed before I authorized an expensive shipment.
  
  Stackry also has not answered my previous request to identify where, during my actual shipment authorization and payment process, its Paraguay-specific customs guidance was presented or linked to me before payment.
  
  Had I received meaningful notice of this risk, I would not have authorized the $335.97 shipment. I could have divided the shipment, returned merchandise while it remained in REMOVED, investigated another shipping method, or declined to ship.
  
  I therefore continue to request reimbursement of the $335.97 shipping charge. I remain willing to consider a reasonable partial reimbursement as a good-faith settlement.
  
  I respectfully request that BBB continue assisting the parties toward resolution. If further mediation or another BBB dispute-resolution process is available, I am willing to consider those options.
  
  BBB Complaint #REMOVED
   
  Sincerely,
  
  REMOVED

  Business Response

  Date: 09/23/2026

  Dear REMOVED,

  Thank you for the additional detail in your response, and for clarifying the specific issue you'd like us to address. We understand you are not asking Stackry to guarantee how Paraguayan customs would process this shipment, and not asking us to reimburse Paraguayan taxes. Your question is narrower and more specific: what, exactly, was disclosed to you about clearance risk before you authorized and paid for this shipment. We want to answer that as directly as we can.

  Your question about our authorization and payment process
  To answer this directly: Stackry's shipment authorization and payment process does not display or link our Paraguay-specific duties and taxes guidance at the point where a shipment is reviewed, authorized, or paid for. That guidance is published on our website as a general reference that customers can consult at any time, but it is not presented as a required or automatic step in the checkout flow for any destination, including REMOVED. We want to be straightforward with you about that rather than leave the question unanswered again.

  The declared value and the $100/$1,000 threshold you've described
  We can confirm that the total declared value of the merchandise in this shipment was $110.00, consistent with what you've described. However, we are not able to confirm or dispute the specific $100/$1,000 valuation breakpoint you've described in Paraguay's express-remittance rules, or whether that particular figure is what determined the clearance path REMOVEDand Paraguayan customs applied to your shipment. That is a question about Paraguayan customs procedure that sits outside what Stackry,as the REMOVEDforwarder, is able to verify or represent to you.

  Our decision
  After weighing both points above, our position on the $335.97 shipping charge itself is unchanged, for the reasons Mr. REMOVEDpreviously explained to you:
  ?Under REMOVEDCompliance) of Stackry's Terms and Conditions, customers are responsible for compliance with the applicable local, national, international, and foreign import and export laws and regulations of the destination country, including destination-specific customs clearance procedures, thresholds, and brokerage requirements.
  ?That responsibility does not depend on Stackry providing a shipment-specific warning before authorization. Stackry is not in a position to individually verify or warn on every possible customs threshold, brokerage requirement, or clearance procedure across the more than 220 countries we ship to, and our Terms and Conditions place the responsibility for researching destination-specific import requirements on the customer rather than on REMOVED.
  ?International transportation is performed by third-party carriers, such as DHL, and is subject to those carriers' own terms and conditions.
  ?The $335.97 charge was for the international transportation of your shipment, which was tendered to and transported by REMOVEDas requested. That service was performed, and our Terms and Conditions specify that a freight claim does not relieve a customer of responsibility for payment for services already performed.
  We recognize this may be frustrating to hear,particularly now that we've confirmed no shipment-specific customs warning was presented to you before payment. We are not suggesting your frustration is unwarranted. Our position is that Stackry's role as a forwarder is to arrange transportation based on the destination, declared value, and contents you provide us, not to serve as a customs advisor for every destination country's import regime, and that the Terms you agreed to place responsibility for those destination-country requirements with you as the customer.

  A goodwill gesture
  That said, we do want to acknowledge the difficulty of the situation you're in, and the fact that you've engaged with us patiently and in good faith throughout this process. As a gesture of goodwill,and without any admission that Stackry is responsible for the clearance costs or the loss of the merchandise, we would like to refund $100.00 of the $335.97 shipping charge back to the original payment method used for this shipment. We will process this refund within the next few business days of your confirmation that this resolution is acceptable to you.

  We're glad to keep answering specific factual questions as clearly as we can, and we hope this partial resolution, together with our answers above, addresses your complaint to the Bureau's satisfaction.

  Thank you,

  Customer Answer

  Date: 09/24/2026

  Complaint: REMOVED
  
  I do not accept the business's response as a resolution to my complaint because: Thank you for Stackry's further response and for directly answering the question regarding the checkout process. 
  
  I appreciate Stackry confirming that its shipment authorization and payment process did not display or link the Paraguay-specific duties and taxes guidance when I reviewed, authorized, and paid for this shipment. 
  
  That confirmation is important because it addresses the central concern I have raised throughout this complaint. Stackry knew the destination was REMOVED, the declared merchandise value was $110, and the selected carrier was DHL, yet the destination-specific customs information was not presented or linked to me before I authorized the $335.97 shipping charge.  
  
  I also appreciate Stackry's offer of a $100 goodwill refund. This is the first monetary resolution Stackry has offered, and I recognize the effort to move toward a compromise. 
  
  However, I do not consider $100 sufficient to resolve the complaint given the amount paid for shipping and the fact that I would not have authorized the shipment had the material clearance risk been disclosed to me before payment. 
  
  In the interest of resolving this matter without further escalation, I am willing to substantially reduce my original request and accept a $200 refund of the $335.97 shipping charge as a full settlement of this BBB complaint. 
  
  If Stackry agrees to refund $200 to the original payment method, I will consider the matter resolved once the refund has been processed. 
  
  I hope Stackry will consider this reasonable compromise. 
  
  Complaint #REMOVED 
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:08/03/2026

  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 filing this complaint regarding misleading pre-purchase advice, inconsistent service, and financial loss caused by REMOVEDAmount:Pre-purchase confirmation on April 18. Disputed amount: $298.72.What the Business Committed to Provide:On April 18, Stackry Support explicitly confirmed in writing before my purchase that my item could be shipped internationally to my destination.Nature of the Dispute:1. Misleading Guidance: Relying on Stackry's written confirmation, I purchased the item and sent it to their warehouse. Upon arrival, Stackry contradicted their advice, flagged the item as restricted, and locked it from international shipping. No apology or solution was provided.2. Forced Domestic Forwarding: On June 2, I emailed Stackry requesting a refund/coverage for the extra domestic shipping fees caused by their false advice. Following up on June 4 and July 12, I received delays. To prevent my locked item from being abandoned or destroyed at their warehouse, I was forced to arrange a domestic shipment to another US address.3. False Statements & Shifting Blame: On July 20, Stackry denied my refund request, claiming the issue was resolved and stating: "you shipped to a local address; the problem wasn't on our end." This is completely false and misleading. Stackry locked my shipment due to their own error and NEVER officially notified me that international shipping was restored before I was forced to ship locally.Attempts to Resolve:Stackry has refused to take responsibility, offered no apology, and falsely blamed me for a situation entirely caused by their conflicting guidance and initial warehouse restriction.Desired Resolution:Full refund of $298.72 back to my original credit card.

  Business Response

  Date: 08/10/2026

  Hi REMOVED,

  First off i would like to apologize and let you know that the full refund of $298.72 has been issued.

  In reading back through all of the emails between yourself and REMOVED, I can see that there was a mistake made in the warehouse in stopping the device that you were REMOVED.  REMOVEDwas able to rectify that mistake and release your shipment to be sent to REMOVED; however she was not clear in her communication to you that she had done that, thus you moved forward with shipping domestically.  This error and unclear commumication was clear in my review and I will take the proper steps to ensure this does not happen again.  Please again accept our apologies, I am very sorry for the inadequate service you received from Stackry.

  If there is anything else we can do, please let us know.

  Thank you,

   

• Initial Complaint

  Date:07/15/2026

  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.

  On June 15, 2026, I used Stackry's package forwarding service to ship an item purchased on REMOVED(no international shipping) to my address in REMOVED. The item was delivered to Stackry's facility. I completed customs declaration and paid all shipping fees for REMOVEDConnect.Since June 15, 2026, there has been no tracking update. I contacted REMOVEDConnect, Stallion, and REMOVEDdirectly; all three confirmed the package was never received into their systems meaning it was lost in Stackry's custody, before any handoff to an external carrier.Stackry's stated policy confirmed in writing by their agent is that a shipment with no tracking update for 30 days is eligible for compensation, up to $100 for REMOVEDConnect shipments. My shipment is valued at $89 USD, within that limit.The 30-day threshold was reached July 15, 2026.I sent Stackry a formal final notice on July 15, 2026 requesting a claim be opened with a case number and timeline. Their response only stated a "Director of Network Operations" was investigating at their New Jersey warehouse, with no case number, no timeline, and a claim that the process couldn't start until the investigation concluded despite their policy tying eligibility to tracking silence, not investigation status.I've been patient for over a month, but Stackry hasn't provided a concrete update, timeline, or claim number. I'm filing this because their responses appear to be an indefinite delay tactic, not a genuine effort to honor their own published policy.Resolution Requested:Full compensation of $89 USD for the item, plus shipping fees paid ($23.97 USD), and written confirmation a formal claim has been opened with a case number.

  Business Response

  Date: 07/27/2026

  Hi REMOVED,

  I am very sorry for this loss, please refer to ticket REMOVEDthat was sent to you by our claims agent REMOVED.  The ticket states:

  Dear REMOVED,
  I am very sorry for the issues with your shipment, thanks so much for your patience, your claim has been approved for the following amount:
   
  $89 Items
  $25.97 Shipping + REMOVEDhas been refunded to your credit card, please wait 2-7 business days for it to clear into your bank account. 
  $114.97 Total Reimbursement amount (shipping + declared items)
  
  The remaining amount of $89 has been added to your Stackry Account Credit balance and can be used towards future shipments and services.  If you would like this refunded to you directly instead, we can refund via REMOVED.  If you would like this option, please let me know your REMOVEDemail address and I will make it so! 
   
  Again, I am very sorry for the circumstances that led to you having to file a claim.  If you need anything else, or have any other questions, please feel free to reply to this ticket.
   
  Sincerely,
  
  REMOVED

   

  Please reply to this ticket if anything doesn't satisfy your request.

  Thank you,

• Initial Complaint

  Date:04/13/2026

  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.

  Based on the details of your situation and the options shown in the image, here is a structured way to fill out the BBB complaint form.Tell us about your problem (Length: Approx. REMOVEDcharacters)I am filing a complaint against Stackry LLC for deceptive business practices involving the omission of material service restrictions. I am based in REMOVEDand registered for an account (Locker #REMOVEDon their website. The registration process permitted me to sign up from REMOVEDwithout any warning or indication that REMOVEDwas an excluded destination.Relying on this, I purchased approximately $582 USD in goods from REMOVED(Orders #REMOVED-5575938-4186618, #REMOVED-1710925-0948268, and #REMOVED-1602553-8011409) and shipped them to the REMOVED, REMOVEDaddress provided by Stackry. Only when I attempted to ship my consolidated packages internationally was I informed that Stackry does not ship to REMOVED. Support agent REMOVEDstated on April 10, 2026, that Ghana had been "turned off a long time ago," yet this is not disclosed on their website or terms. A second REMOVEDVonn, admitted: "you are right it should not let you sign up."Because of this undisclosed restriction, I was forced to redirect my goods to an alternative address in REMOVED, REMOVED. This caused significant disruption and forced me to split my shipment into two separate IDs REMOVEDand REMOVEDrather than the single consolidated box I had planned, significantly increasing my shipping costs. I have already paid $66.49 for Shipment REMOVED, with further costs pending. Stackrys failure to disclose excluded countries at the point of registration led me to incur expenses I otherwise would have avoided.

  Business Response

  Date: 04/13/2026

  Hi Valentine,

  I am very sorry about this--you are right, this is a terrible service and I have refunded your payment of $66.49 back to your credit card.

  The issue that allowed you to sign up also has been rectified so this won't be able to happen to someone else in the future, again so sorry for the issues and headaches I know that this has caused.

   

  Customer Answer

  Date: 04/14/2026

   
  Complaint: 24736157
  
  I do not accept the business's response as a resolution to my complaint because: [A simple refund of the service fee does not fully compensate me for the financial losses and significant administrative burden caused by this deceptive omission. I deserve additional compensation to cover the following losses.
  
  1. Bank & Transaction Fees: As an international customer, the initial transaction and subsequent refund process have resulted in non-refundable bank fees and currency conversion losses that the $66.49 does not cover.
  
  2. Consequential Logistical Burden: I have spent several hours of professional time managing the fallout of this error, specifically rerouting over $582 worth of goods to a different state (REMOVED), setting up new accounts with alternative carriers,  for the items to be shipped to their true destination in REMOVED
  
  To reach a final and fair settlement that truly accounts for the 'terrible service' and 'headaches' the business admitted to, I request an additional goodwill payment of $100.00 ( $166.49 total). This additional amount covers my out-of-pocket bank charges and a nominal fee for the hours spent correcting a situation that should have been prevented by a simple disclosure on your website.
  Upon receipt of this additional payment, I will be satisfied and will immediately close this complaint as fully resolved]
  
  Sincerely,
  
  Valentine REMOVED

• Initial Complaint

  Date:12/10/2025

  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've been trying to get my 2 shipments returned to the REMOVEDsince they were received in REMOVEDalmost a month ago. They are stuck in customs and not cleared to be delivered due to permits needed for cosmetics and pet supplies. My packages are currently being listed as "authorized to be disposed". REMOVEDoffered to return my items for free back to Stackry but no one from Stackry has responded back to REMOVED. Each time I ask Stackry to contact the specific person at DHL, I'm brushed off. I ask to have a supervisor to contact me and nothing. I've called, emailed and messaged and I've gotten nowhere.If I knew that clearing customs was not included with the process, I would have never worked with Stackry. I've had to pay to have REMOVEDitems returned to REMOVEDand many other items sent to my parents so they won't also get stuck in customs. This has been a disaster and waste of time and money. I want a full refund and my items delivered to my US address.

  Business Response

  Date: 12/12/2025

  Hi REMOVED,

  First of all, I want to apologize for the delay and hassle that you've encountered; I see that you've sent many emails and chats through our customer service trying to get your packages returned.  I also see that we have battling DHL statements about the cost of the return of the shipment.  Miles has been trying to get this sorted for some time and because REMOVEDin REMOVEDis saying one thing (return will be free of charge) and REMOVEDin the REMOVEDis saying another (that there will be charges), he was at a bit of a standstill. One thing we do not want to happen is for the package to be returned and have charges associated with it, if you are not expecting those charges.  Return charges can be sometimes upwards of 3x the amount of the outbound shipping charges which is what he was trying to avoid. In looking though the many emails and chats, I see that we should have streamlined this much better and it has been a pretty awful experience overall. I also see that the return has been authorized WITH charges, so hopefully we will start to see return scan on this as soon as possible.  I hope that you can understand that the issue that your package encountered in customs that caused it to be undeliverable, the reason for return, were at no fault of Stackry, so while I can extend my most sincere condolances, I cannot offer any credit for outbound or return shipping charges. I will talk to Miles and make sure that once your package arrives that we provide a discount on your next shipment, which sounds like it might be to ship within the US.  Again, so very sorry about all of this!

  Customer Answer

  Date: 12/18/2025

   
  Complaint: 24252558
  
  I do not accept the business's response as a resolution to my complaint because Stackry needs to list the customs information in a readily seen place. I would have never shipped my items to Stackry to even be shipped overseas if I  knew beforehand that the did not assist with customs issues.

  I've also been reaching out to Stackry multiple times over the past few days and have not received a response back on the status of my return.

  If my items are not being returned, I need to file a claim for the lost goods. I spoke to REMOVEDand was advised to contact you to file the claim against the insurance I purchased.

  Sincerely,
  
  REMOVED

  Business Response

  Date: 12/18/2025

  Hi REMOVED,
  I am again so sorry for the delay on this, I see that you are working with Miles on the return, and I can see that he has requested and authorized that the return be initiated, however we haven't seen movement on it yet. I do see that he has been limited in his replies and for that I apologize, this is our busiest time of year so our replies can be a bit delayed.   I also see that REMOVEDsent you a claim form in the case that this does not come back for some reason, we hope that it does!  Finally, Stackry will assist with customs issues in any way that we can, however there are many cases where customs will ask for documentation from the recipient that we simply cannot supply; thus our hands are in many cases tied.  I'll be watching your packages and hope to see them start moving back towards the US ASAP.

  Customer Answer

  Date: 12/23/2025

   
  Complaint: 24252558
  
  I do not accept the business's response as a resolution to my complaint because: This is one of the companies you decided to work with. Your website speaks as if you have a relationship with REMOVED. Unfortunately, it seems as if the relationship is not a solid one. I've also had to follow up with you both multiple times. Why do you ship to REMOVEDwith REMOVED?
  
  Sincerely,
  
  REMOVED

• 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 REMOVEDand used Stackry as a forwarding service because REMOVEDdoesnt 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 REMOVEDemailed 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 REMOVED,

  I am sorry for the confusion, however after reviewing your email correspondence with the second representative that you talked to, REMOVED, 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 REMOVED.  The names on the incoming packages were neither Cosmic Persimmon nor REMOVED, they were REMOVEDWreck and Krysstyn REMOVED.  Causing further confusion was that you provided a tracking number that was missing the last two digits, REMOVEDwas 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 REMOVEDpackages through Stackry using prepaid return labels. These packages were delivered to REMOVEDon 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 REMOVEDcard. 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: REMOVEDSuite #: REMOVEDI am requesting immediate resolution, including:- Confirmation and finalization of the Amazon returns - Full refund of the $221 credit to my REMOVEDcard 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 REMOVEDVonn 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 REMOVEDtracking number 1ZR7R7969044831016.
   
  C3641259HA will be returned with REMOVEDtracking number 1Z1V17R59050890438.
   
  C3641261HA  will be returned with REMOVEDtracking number 1Z1v17R59050890036.
   
   
  $201.05 has been refunded back to the REMOVEDending 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 -->REMOVED

  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 REMOVEDand 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 REMOVEDand feel this company has neglected their responsibility and mishandled the situation. I request REMOVEDassistance 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 REMOVEDhas 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 REMOVEDsupplied 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 REMOVEDor 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. REMOVEDrejected 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,
  
  REMOVEDAmine REMOVED

  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,
  
  REMOVEDAmine REMOVED

• 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 REMOVEDand 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 REMOVED. 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 REMOVEDReviews. Also, I got the impression that they were buying reviews for REMOVEDReviews.Its a shame that something like this happening in REMOVEDespecially in REMOVEDthe lovely and beautiful state!

  Business Response

  Date: 06/09/2025

  Hi REMOVED, 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,
  
  REMOVED

  Business Response

  Date: 06/11/2025

  Great new REMOVED!

  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 REMOVED. 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,
  
  REMOVED

  Business Response

  Date: 06/16/2025

  REMOVED

  Hi there REMOVED,
  I am very sorry for the confusion, however I see that someone emailed our customer service team from email address REMOVEDasking 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 REMOVED.  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 REMOVEDwhich does not match the email address on the account REMOVEDhowever the tracking number in the ticket from May 27 and the tracking number in this complaint match exactly, also the name REMOVEDfrom the country of REMOVEDis 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 #REMOVED) 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 REMOVED,

  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.