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: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,
  
  ***** ******
  
  
  
  
   
  

• Initial Complaint

  Date:08/05/2024

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 their service to ship a package to ******** and my package will not be delivered before the company they used and they will not refund me the cost of the shipping or the cost of the item and because I tried to go through their customer service is the reason why my package will not be delivered

  Business Response

  Date: 08/29/2024

  Hi Team,

  Thank you for bringing this matter to our attention.
  
  Upon reviewing the details, we found the following:
  
  Misdeclared Value: The client misdeclared the value of the items shipped, which contributed to complications during customs clearance.
  
  Customs Hold: The package was held by customs, and the client was informed that it needed to be retrieved within a specified timeframe. Unfortunately, the package was not retrieved on time.
  
  Customs Fees and Broker Charges: Due to the customs hold, the client was required to pay customs fees and broker charges. However, the client and the receiver chose not to pay these charges, resulting in the package not being released.
  
  Insurance Coverage: While the client purchased premium insurance for this shipment, it is important to note that the items shipped (a laptop and iPhone) are not covered under our insurance terms and conditions. Our insurance policy, as outlined in our terms and conditions here, specifically excludes such high-value electronics. ***********************************************************************
  
  Refund Request: The client is now requesting a refund for the package value from us. It is also worth mentioning that the client has already received a goodwill gesture of $100 from ***** for a similar issue through the same platform.
  
  While we understand the clients frustration, it is essential to highlight that the responsibility for customs fees and broker charges lies with the shipper or the recipient. These charges are standard in international shipping and must be settled before the package can be released. Additionally, the misdeclaration of the package's value and the insurance policy exclusions further complicate the situation.
  
  Given these circumstances, we are unable to issue a refund for the package. However, we remain committed to assisting our customers within the bounds of our policies and the agreements made at the time of shipping.
  
  We trust that this clarifies our position on the matter. Thank you.

  Customer Answer

  Date: 09/11/2024

  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 be

   

   Let start by saying that's completely false. Easyship never contacted anyone about anything I'm the one who emailed easyship and was told not to worry they would take care of it when all that did was waste 2mo  you guys also neve said anything about the phone and laptop and just to be clear both items together are probably not even worth $500 I mean i know the laptop wasn't wasn't even $300 when I bought it furthermore I paid for a service which I did not receive and the fact that you require people to pay for customer support by phone is ridiculous and only made the issues worse and for you to flat out lie and say you contacted people is hilarious I mean it's really sad that you guys are that hard up for money that you make false promises and then have lie about stuff unfortunately for you I never delete emails and not once did  receive and email that was related to anything about customs and you guys can stop asking me to take down my bad reviews  because you're  just added to them 

   

   

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

  
  Sincerely,
  
  *** ******
  
  
  
  
   
  

• Initial Complaint

  Date:04/19/2024

  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.

  They are holding over 200 dollars from me that I own in my account this has been going on for two weeks now

  Business Response

  Date: 07/02/2024

  Hi Team,

  I am writing in response to the claim submitted by ********************************* regarding her account with Easyship. We would like to provide some additional context and clarification regarding this matter.
  Upon reviewing ************************************* account, we identified a pattern of insurance claims being raised and system-approved. Due to the nature and frequency of these claims, we conducted a thorough investigation to ensure the integrity of our insurance approval process.
  As a result of our findings, we made the decision to put ************************************* account under review. To resolve the matter amicably, we have refunded a total of USD ****** to her Paypal account.
  We take all customer concerns seriously and strive to maintain the highest level of service and transparency. We believe this resolution addresses the issue raised and ensures fairness for both the customer and our operations.

  Thank you.

• Initial Complaint

  Date:04/10/2024

  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.

  The company blocked my *******************. The company has asked for fraud detection, but has not contacted me by phone or given any response. As a result, I could not withdraw the balance of my account, my credit card could not be used, and I could not use the website normally. I hope BBB can help me solve it. Thank you very much.

  Business Response

  Date: 04/14/2024

  Hi BBB,

  We have refunded $4.35 to the customer which was the balance amount in their Easyship Wallet. The customer's account has been flagged as high risk by Stripe, and the account has not clear our internal checks too. Hence we are unable to allow further transactions of this customer. 

  Regards,

  Easyship

  Customer Answer

  Date: 05/10/2024

  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:

  The refund of $4 by easyship is only the balance of my original account, but I still have four orders waiting for refund, and they have not returned the ***** subscription fee to the designated PayPal account: ***************************

  What is easyship Review?? I refuse to submit to your review, and I want your money back and my account restored. In addition, your customer service is very poor, I will never use easyship again.

   

   

   

   

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

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

• Initial Complaint

  Date:04/04/2024

  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.

  As a business owner who values transparency and customer satisfaction, I must express my disappointment with Easyship.com. Despite their claims of facilitating seamless package delivery, my recent experience has been anything but satisfactory. Not only have they failed to assist in sending or receiving packages effectively, but their handling of insurance claims raises serious concerns.Regrettably, Easyship.com appears to prioritize their own interests over those of their customers. I have personally encountered delays and misinformation regarding a missing package, with promises of return made but not fulfilled. Despite assurances of action taken, the tracking status remains stagnant, leaving me in the dark about the fate of my shipment.This lack of accountability and disregard for consumer trust is unacceptable. It is evident that Easyship.com falls short of their proclaimed standards of service excellence. As a result, I cannot in good faith recommend their services to others, and I urge prospective users to exercise caution when entrusting their shipments to this platform.

  Business Response

  Date: 04/11/2024

  Hi BBB,

  We have investigated on our end and see that this is not a direct customer of Easyship and is a seller on ***** **** uses Easyship for their shipping needs, so the customer was informed to contact **** directly. Due to our internal policies, we cannot provide any information to **** sellers or buyers. The customer reached out to us multiple times, and each time we informed the customer to reach out to **** for further information.

  Customer Answer

  Date: 04/11/2024

  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 are still not taking accountability for being responsible for shipping. They are claiming that I need to talk to ***** **** states I need to talk to the company that is handling the package to get more information. Easy ship has not made it easy to ship. Has made it more difficult and has further made me choose the option to no longer offer international shipping based on how they have addresses this issue.

   

   

   

   

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

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

  Business Response

  Date: 04/17/2024

  Dear *******,

   

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience you may have experienced.
  We acknowledge your efforts in reaching out to both ourselves and **** regarding the status of your shipments. As per our established agreement with ****, we do furnish tracking information for your orders. However, it is important to note that any concerns related to courier services fall under ****'s purview, as they are responsible for the direct handling of such matters.
  Rest assured, we have promptly notified **** of the situation from our end. We trust that ****, being the appropriate authority in this regard, will take the necessary steps to address and resolve the issues pertaining to your shipment.
  Once again, we apologize for any inconvenience caused and appreciate your understanding in this matter. 

• Initial Complaint

  Date:01/08/2024

  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 purchased an international shipping label from Passport Shipping through the use of Easyship.com for $56.55. I purchased the label on the 20th of November, and had the package insured up to $100 through Easyship. The package was a christmas gift.The last tracking update was on December 5th, from **** that it had reached their sorting warehouse in **, I have an open case with **** still trying to track it down. I have also contacted Passport Shipping and Easyship about this. I was advised by Easyship's customer support to file a claim. I have heard nothing from either company in almost 2 weeks, and any attempts to get into contact with Easyship again have been ignored. My package has been in limbo for over a month now, and I have no recourse to recover any of my money from them losing my package because no one will answer me when I try to follow up.

  Business Response

  Date: 01/08/2024

  Dear *****,

  Thank you for your message. I am sorry your package was misplaced by **** and investigating further (case ref: 511289 - ref ESUS171179020/9434609104250012767019), I can see you have raised an insurance claim using your premium insurance (ICUS10013927). This will be reviewed by our insurance team in due course and I thank you for your patience in the interim.

  Please reach out to ******************** should you require any further assistance.

• Initial Complaint

  Date:10/19/2023

  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.

  We shipped a package via easyship. *** not only damaged the package but completely repackaged it and hid the damage from both the recipient and us. We filed a claim on the insurance provided by easyship and were supposed to hear back within 2 days. It's been 2 months. *** finally sent a verification letter stating they damaged the $1500 package. Easyship needs to pay out the insurance claim asap before our legal team gets involved.

  Business Response

  Date: 10/25/2023

  Hi there,

  I'm sorry for the delay in the claims process, but when a client makes a claim on a shipment worth significant funds, especially when they have not shipped with us in the past, we must investigate thoroughly.

  Our Insurance brokers/partners at ********** are investigating and as soon as a decision is made we will communicate this.

  We recently requested more information to expedite the investigation on 20/10 but have not heard back - 

  Claim status updated to 'Action Required'
  Please upload the following:
  
  - A full copy of the Sales Invoice with the order details (it should include the buyer full name and shipping address).
  
  - Picture/s of all the packaging material used.
  
  - The Affidavit form filled out and signed by the buyer/recipient stating it was damaged upon delivery. Or, A copy of the written communication from the buyer/recipient notifying that this order was received damaged.
  
  We will be waiting for the above to continue processing the claim.

  Please provide this information ASAP and we will push for an immediate decision.

  Regards,

  Easyship