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:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up trying to use their shipping service. All looked good, input sender/receiver info, choose shipping service, and paid. After charging my credit card, they pop up saying we need to do ID verification to proceed. For privacy concern, I do not hand out my info to them, so I requested the refund. A few days later, they came back to me asking me to do id verification to process my refund! I explained why I would not do and just refund me. They agreed this on April 1. And no update at all for 1 month until today. Even I ask for a update, they do not response.This is the most horrible company/service I ever seen. If you need a customer hand out ID info for your service, why not ask for it first? Instead, they charge me first, and then told me they cannot do. And then, promise to refund but looks taking forever.

  Business Response

  Date: 05/05/2025

  Hi ********

   

  The refund has been processed and we have shared the screenshot over email ticket : #*******.

• Initial Complaint

  Date:04/22/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  In early April 2025, I signed up for an account to use their service. After booking my shipment, I was told there was an issue with it, and they refunded my money. Two weeks later, I had over $1600 in charges on my card for shipments that I did not make. I spoke to their team, and they cancelled all of the shipments. Eveything is cancelled and they have not refunded my money, despite it being two weeks since they cancelled the shipments with the carriers. Everything shows as cancelled pending refund but no one responds for days and I cannot get a straight answer

  Business Response

  Date: 05/07/2025

  Hi ****, 

  As we discussed over email ticket #*******, following is the response. 

  I have received the confirmation that all the charges to your card have been refunded directly to your card and the following are the transaction IDs for each refund:
  
  *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** ***********************
  
  Normally it takes 5-7 business days for these transactions to reflect, however, you can provide these IDs to your bank and check. 
  

  Customer Answer

  Date: 05/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** **********
  
  
  
   
  
  

• Initial Complaint

  Date:04/11/2025

  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 initially visited the website for Easyship as the **** had a ad for this company on their website.I inquired about shipping, and followed the website prompts.When payment was remitted, the screen cycles with no action. The amount paid is put in "account", but is misleading.I then hit the remit payment and additional time, the screen again cycles with no action. I ***eated a third time, *** notiv3d I had 3 desperate transactions.I then received a message stating my account was in review for approval. This was not mentioned prior to request to remit payment was received. I requested a refund via the companies website. Which I received a notification that one charge was refunded, the other two were pending *** a *** would be in contact. It has been over 24 hours, and I have heard nothing. I believe this is a fraudulent company or they bait and switch in hopes it will be impossible for the consumer to retrieve the refund due.This company has no contact number.

  Business Response

  Date: 04/11/2025

  Hi *****,

  We have forwarded the refund request to our finance team and you should be getting the refund processed within 15 business days. 

  If you have any questions, please reach out to us at ******************** or respond to the open ticket. 

   

  Regards,

  ********

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase from a company that offers ****************** for lost/damaged items. My package was lost in transit. I followed instructions for the claim with the help of the seller because the claim process is not straightforward. Eventually, the seller was able to make the claim. The first issue was that it did not give her the option to mark the package as lost. Instead, despite all the evidence I provided, they marked it as "damaged" and only reimbursed me for less than half of the cost. I attempted to use their chat feature to fix the error. I would either sit unanswered for long times or get disconnected. The one and only time I was connected with someone, they asked how they could help. I explained my issue. They stopped replying. (I included an image of that chat.)The seller reached out. They said they would "escalate" the issue. Instead, the have stopped replying to her and reimbursed me for the original amount, which is less than half of the purchase price. My package is clearly lost. I have a "missing package search" on it through the post office. It was last seen in tracking over a month ago. I cannot provide pictures of a package that never arrived, but they have been sent pictures of the tracking information. I want my full refund. The $39.50 listed in my claim is the difference between what my original purchase price is and the amount the refunded of $26.80.

  Business Response

  Date: 03/24/2025

  Dear Customer,

  Since the claim was raised as damaged the shipping fee is not refunded by default. Kindly reach out to your seller and request them to raise a complaint regarding the same to ******************** and we will be happy to reimburse the shipping costs.

• Initial Complaint

  Date:03/13/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  The transaction took place on Feb 28, 2025, 9:40 AM. We paid for a shipping service and label for a shipment to go to a ***** based customer. We paid a total of $872.17, including insurance for this shipment. The courier selected was ***. The package was returned to us on March 4th. We reached out to *** and they said that since it was returned, they did not charged us the shipping costs and duties that we pre-paid. We started a claim on Easyship side, and after 1 week, they have not provided us with the refund, even tho we have proof that their team got a response back from *** stating that *** did not charge anything for that shipment.Easyship is failing to provide us the refund in a timely matter and keep putting us on hold.

  Business Response

  Date: 03/19/2025

  Hi *****,

  I am sorry for the shipment return. 

  I see that the ticket is still open with ticket ID: *******

  We are working on issuing the refund as soon as possible. Please follow the ticket #******* for further updates. 

  Thanks!

  Customer Answer

  Date: 04/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  No ressolution was provided. No refund and no other explanations.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 04/15/2025

  Hi ******

   

  The refund has been processed from our end and it may take 5-7 business days to reflect on your account from today. 

  Please reach out to us at ******************** for further assistance. 

   

  Kind Regards

  Easyship Customer Service

  Customer Answer

  Date: 05/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  It took more than 30 days to get the refund, and I think that should be noted for other customers.
  
  Sincerely,
  
  *****
  
  
  
   
  
  

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting this claim due to the UNFAIR HANDLING OF MY CASE, Claim ID: ************ regarding a damaged iPhone. Despite providing ample evidence, including 13 photos and an accurate invoice reflecting the repair cost, Easyship has repeatedly requested excessive and irrelevant documentation, such as client communication and images of the shipping box, which are not standard requirements for claims of this nature.Initially, my claim was denied on the grounds that mobile phones are not covered under the insurance policy, despite my claim being within the stated coverage limits. The ongoing delays and repeated requests for the same information have caused significant frustration and appear to violate standard insurance practices. due to the lack of resolution and the unfair treatment I have experienced. I urge BBB to review my claim fairly and promptly. Thank you.

  Business Response

  Date: 01/16/2025

  Dear *******,

  Apologies for any iconvenience faced during the claims process.

  The following information stated was requested for investigation by the team in order to close the claim in your favour, We are glad to inform you that the claim is approved and the amount has been paid as per the declared value of the phone at the time of creating and insuring the shipment.

  We kindly request you to connect woith our support team in case you have any other queries.

  Thank you for your understanding.

  Customer Answer

  Date: 02/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********* and have determined that my complaint has NOT been resolved because:

  Dear BBB,
   
  Subject: Formal Complaint of Potential Insurance Fraud by Easyship
   
  I am writing to formally report a suspected case of insurance fraud involving Easyship. After experiencing discrepancies with a claim, I discovered concerning evidence that suggests fraudulent practices by the company.
   
  Summary of the Issue:
  1. Background:
  I recently managed a shipment claim through Easyship. The primary insurer, INSURESHIP, confirmed payment of $555.00 for the claim. However, the payment reflected in Easyship’s portal was only $348.00. This significant discrepancy of $207.00 raises serious concerns about the integrity of Easyship’s financial practices.
  2. Evidence of Deception:
  Upon further investigation, including direct correspondence with INSURESHIP and review of the payment documentation, it is clear that the full amount of $555.00 was disbursed. Easyship’s failure to forward the entire amount, coupled with their request for my bank ACH information under these questionable circumstances, suggests a deliberate attempt to misrepresent the transaction and withhold due funds.
  3. Potential Broader Impact:
  My experience has led me to believe this may not be an isolated incident. There is a strong possibility that similar deceptive practices by Easyship could be affecting other consumers, potentially defrauding them of substantial sums annually.
   
  Request for Investigation:
   
  Given the severity of these allegations, I urge the BBB to initiate a thorough investigation into Easyship’s handling of insurance claims. There is a need to determine the extent of this potentially fraudulent activity and to take appropriate action to protect consumer interests.
   
  I am prepared to provide any additional documentation or information needed to support this investigation.
   
  Thank you for your attention to this serious matter. I look forward to your prompt response.
  Attached 2 files 
  First showing Full Settlement from INSURESHIP 
   Second showing Easyship what the reported to me. 
   
  Sincerely,
  ******* *****

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

  Business Response

  Date: 02/24/2025

  Dear BBB,
  We would like to clarify that the shipper, Raymond, appears to be confused due to a technical glitch from Insureship. As attached, the correct document has already been forwarded to us and was previously shared with him.
  Additionally, the declared amount has already been processed to the claimant, and there is no further obligation from Easyship regarding this matter.

  Customer Answer

  Date: 03/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  forging of document is clear if we look closely 
  
   
  
  * ********************** Document: The insurers official settlement statements do not use a dollar symbol when referencing amounts (e.g., ****** or 555).
  
   
  
  * Forged Document: Easyships submission shows a dollar sign ($348.00), indicating they manually altered the original figures and format.
  
   
  
  This discrepancy shows the document was manipulated to hide the actual settlement amount
  
   
  
  Check the documents yourself and the state is also in process of taking next steps for the fact that this could be uncovering schemes you prative on others thus defraud insurance money
  
    

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 03/06/2025

  Dear Team,

  The allegations of forged document are false, we have already informed ******* that this was a glitch from Insureship's end and have suggested to contact them and resolve this if they wish to do so for more clarity on the case.

  ******* is constantly holding us accountable for fraud even when we have settled the declared amount.

  This is a false complaint and we have already shared the necessary information required.

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am an artist. I shipped a $250 framed work to a customer in ******* AB on Dec 28, 2024 using easyship's courier services. The item was delivered by *** but was broken on receipt to the customer. I paid for insurance and extra care in handling. I filed a claim with easyship on Jan 3, 2025 (claim ID ************************* which I have been working through. They have an onerous system requiring photographs and receipts which is not reasonable. I did not take photos of the packaging details so they denied my claim. I am very unsatisfied with their claim service as I've shipped my work around the country before in the same manner. There appears to be no appeal mechanism and their insurance process is biased in easyship's favor.I have now replaced the customer's work at my own cost.

  Business Response

  Date: 01/15/2025

  Hi Team,

  Thank you for bringing this matter to our attention.

  Thank you for reaching out regarding this matter. After reviewing the claim, we found that the client did not provide images of the internal or external packaging of the shipment. Based on the single image they have provided, we must consider that the packaging was insufficient to adequately protect the item during transit.
  
  As packaging is a critical factor in validating damage claims, the lack of comprehensive evidence leaves us unable to approve this claim.
  
  Should the client provide additional images of the internal and external packaging, we would be happy to revisit the claim for further review.
  
  Thank you for your understanding. Please feel free to reach out if you need any additional information.

  Customer Answer

  Date: 01/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Easyship should not be requesting photos of the packaging AFTER THE ***** Rather, their practice should be to alert customers that if they are going to put insurance on their shipped items; they should take and/or provide photos in advance. Their current policy creates a situation where they can routinely deny a claim. Why would I ship something that I want to have damaged? This is simply a poor business practice that penalizes customers.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:10/21/2024

  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.

  I was charged $29 for a premium membership, but I did not authorize to be charged for it. This company automatically enables the subscription button for you so that you dont notice it and charges you without consent or knowledge. Ive reached out to customer service, who refuses to assist me with refunding the $29.00 for the subscription that I do not want. I am looking for the free use of this app. Only I do not want to pay for anything. I did not agree to sign up for a subscription for a monthly policy, and I do not authorize this company to bill me for any monthly subscriptions. I am requesting a full refund.

  Business Response

  Date: 10/23/2024

  Hi ****,

  We have checked your account and found that the card on the account has been enabled for both subscription and shipment. Once the free trial period ends, you receive an email and a notification on the Easyship dashboard regarding the conclusion of your free plan.
  
  It appears that your card was set up for automatic payments for the subscription, which is why you have been charged.

  If you wish to cancel your subscription, you can easily do so by clicking on the card associated with your subscription and toggling the setting from "Yes" to "No" before saving.

  I regret to inform you that I am unable to refund the subscription amount, as I see that shipments were created after the charge was made.

  Customer Answer

  Date: 10/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I will file a fraud dispute . I did not authorize this payment . 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 10/29/2024

  Hi ****,
  
  We appreciate your feedback and understand your concerns. We hope the explanation provided in our previous email clarifies our position. The charges were correctly applied based on the selection made to continue the subscription after the trial period.
  
  However, as a one-time exception, we are processing a refund for this charge. To prevent future charges, please remember to downgrade your plan to Free before the renewal date. As previously mentioned, we wont be able to stop the transaction once its processed, so were notifying you in advance.
  
  We hope this resolution meets your expectations, and were here if you have further questions.
  

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  claim id is ************ I shipped a parcel through Easyship and also purchased insurance for the shipment. Unfortunately, my parcel was lost during transit. I submitted all the required documents for the insurance claim and experienced significant delays in communication from Easyship. It took them over 1.5 months to approve my claim, despite my repeated follow-ups.On September 4th, Easyship informed me via email that my claim (Claim ID: ************* had been approved and that the payment would be processed within three business days. However, I did not receive the payment. On September 11th, I received another email from Easyship stating that the payment had been made, but I still have not received any funds.I have sent multiple emails and created numerous support tickets to get updates or clarification regarding my payment, but I have only received vague responses, such as "our team is looking into this." Despite Easyship's claim that the payment has been processed, I have not received it, and their lack of timely communication and support has been frustrating.I have attached emails confirming the approval of my claim and the notification that payment was allegedly made, but no further actions have been taken on their part.I request immediate resolution and proper compensation as promised for my lost shipment which 907$

  Customer Answer

  Date: 10/11/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Easyship.com has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:09/03/2024

  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 paid for $36.66 for a 15 pound shipment, within my state. A month and a half later they came back and said the shipment courier charged an extra $38.62 because it weighed more. They wouldn't show me proof of the extra charge and wanted me to provide a photo of the box and the weight. (after the fact). They have charged me for something that I have to pay without any proof and I am supposed to provide proof to defend it. A month and a half after I shipped the package to my client.

  Business Response

  Date: 09/03/2024

  Hi Team,

  Easyship generates rates based on the shipment size inputs provided by the shipper. However, the couriers validates each shipments before processing, any difference be it positive or negative are added to the bill to Easyship. The billing period of each courier is different and hence, Easyship takes 90 days timeframe to add adjustment. The charge is billed to Easyship first by the courier and then Easyship adds the same to *******'s account. There are times when a courier can be wrong, for which we have dispute process for each courier and it is standardized. As per the dispute process, the shipper needs to send the images with dimensions highlighted along with weight. The same images we forward it to the courier and demand refund on adjustment. In this case, the client denied sharing the images for which ***** also denied the dispute claim. We request the client to share the required information so that we can proceed with the adjustment refund process with the courier. 

  Customer Answer

  Date: 09/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  They still have not supplied proof that ***** charged them extra.  I have shipped the same type box with the same contents many, many times directly through ***** and I know exactly how much ***** charges.  They are asking me to provide the burden of proof, which is unreasonable. How is one supposed to get a photo of a box that was shipped to a third party client a month and a half ago.  On the other hand they can make up any charge and put it on my account without any supporting evidence.

  All I ask is that they show me where ***** charged them extra.  Not too hard, but they refuse.  They simply charge my account with no supporting documentation.

   

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 09/09/2024

  Hi ******

   

  Your ask from the customer's point of view is reasonable, however, a courier like ***** deals with millions of shipment and the adjustment process is being outlined publicly on their website. At Easyship, we follow the standard procedure to ensure any wrongly charged shipment can be disputed successfully and the shipper gets the refund. 
  Please check the following links: 
  Easyship Link:
  **************************************************************************************************************************************************************************************************.
  ***** Link:
  ***************************************************************************
  

  We are ready to help you with the dispute and support you in every single steps, please help us with the details requested. 

  Customer Answer

  Date: 09/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  My complaint is not with *****.  When I deal with ***** directly they provide me with proof of any adjustments made to my pricing quotes.  I know their policies and have no issues with them.
  

  My complaint is with your company, EasyShip.  You refuse to provide any proof that ***** adjusted my pricing.  In the future I will deal directly with ***** and cut you out as the middle man, as should anyone who would like to get straight answers about unsubstantiated charges to their shipping account.

  Good-bye.

   

  
  

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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