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: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.

  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,
  
  *****************
  
  
  
  
   
  

  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

• 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.

  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,
  
  *********************************
  
  
  
  
   
  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.

  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

• Initial Complaint

  Date:09/13/2023

  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.

  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:

  [Your Answer Here]

  This is positively not true, I worked in credit card processing for over 8 years and I had customers refund more then that. As well the full claim was $275 and the refund was given to 5 different cards under different names. Two of these cards were my employees personal credit cards so I was not able to receive those funds. As well you have PayPal as an option for refund and did not give me this option. Instead my refund was sent to 5 different cards and after everything was said and done I barely received $100 from this claim. Now my customer is out a framed print and Im out the money for the entire piece and shipping. As well the robotic responses from your support team did nothing to remedy this situation 

   

   

   

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

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

  Business Response

  Date: 09/21/2023

  Hi there,

  We are more than happy to process payment for this insurance claim, which is why it was approved, however we are not able to make payment to one card based on our financial terms, the credit card companies will not allow a refund which far outweighs the payment, for example -

  You spend $10 on a label and the refund based on the claim is $275, the credit card will not allow this.

  This is how credit cards work. We would never be able to refund more than someone has spent on a single credit card. The banking systems will automatically refund the amount they have spent on our website, hence all the small transactions. For a payment to go through in one, we would need to initiate manually that to a bank account or a paypal address.

  If you can provide your bank or paypal account details, we would be happy to make the refund this way instead.

  Kind regards,

  Easyship

  Business Response

  Date: 10/23/2023

  Hi there,

  I appreciate your dissatisfaction but our response and explanation are correct.

  In terms of what we can do to help, we can provide transaction number for each individual refund so you can contact the relevant banks, they should then be able to refund the payments to an account of your choosing.

  If you want us to provide this information, please confirm and we will be happy to do so.

  Kind regards,

  Easyship