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:09/13/2023

  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.

  I purchase additional insurance on a package I was sending to a customer, *** damaged the package in transit and I placed a claim. The Claim was paid out $275 and when I went to send to credit to my cards on file it was dispersed to 5 different cards on file including cards that I no longer use. I need this to be adjusted and sent out to my only card on file now.

  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

  Customer Answer

  Date: 09/23/2023

  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: 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

• Initial Complaint

  Date:06/28/2023

  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.

  **** Send: ************* Tracking number I ordered a rug and my item has been shipped by **** using Easyship.On June 13, tracking history it is mentioned that they tried to deliver my rug but the address is not correct.My address on **** is correct . Easyship does not have an address or tel number on the websites even when you sent investigation with the tracking number I get to reply . Please I just want my rug

  Business Response

  Date: 07/05/2023

  Hi *****,
  
  Thank you for contacting Easyship. 
  
  Unfortunately, were not in a position to advise on this shipment. You will need to contact **** directly.
  
  To get an update, please contact the **** shipping team on the following email: *************************. 

   

  We have reached out to our contacts at **** and also requested they assist you.

   

  Kind regards,

   

  Easyship

• Initial Complaint

  Date:05/22/2023

  Type:Delivery 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.

  I had an order from ********* on January 22nd that became lost in transit after being shipped on April 13th, admitted so be lost by the **** lead of my local location to both me and the seller company. I have purchased shipping coverage by EasyShip but I cannot get a single response from the company. I was unable to place a claim until almost 3 weeks after the package was confirmed lost. I reached out directly to customer service two weeks ago AND opened a claim that said "response within two days" and yet its been over a week for that with zero response to ANYTHING I have submitted. Beyond frustrated as I just want to close this problem out and get my insurance payback as I cannot reorder this lost item anymore.

  Customer Answer

  Date: 05/25/2023

  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:03/22/2023

  Type:Delivery 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.

  My 15 year old teen purchased shipping through easy ship to sell an item of his- a partial fursuit. It was dropped off at **** and delivered to an address in ******** that was thought to be an international shipper. The information from the website says that the package is still being shipped however the tracking link on easy ships website states ***** Border Crossing but when ******* links to the **** with a different tracking number stating it was created on 3/14 and **** was waiting on the package. The label itself from the easyship website has **** priority at the top of the label and ***** border crossing at the bottom. My child reached out to easy ship who informed to contact *****. They informed to contact **** who told him they couldnt verify the information because it was going to a different address. I went to **** and gave all of the information to which a supervisor researched. She informed us that my child was scammed by this website because the second label has no information other than it was created on 3/14. I reached out to easy ship to inform of this- specifically that he was scammed. Their response was I'm sorry to hear there has been an issue with your shipment, sadly the reality of shipping goods means that shipments will inevitably be delayed, damaged in transit or lost on occasion. They also informed that insurance wasnt purchased but my child stated that they thought they chose that option and provided the value of the item because they always purchase insurance when shipping. This was the first time they used this service. My child sold this item to another individual who did not receive their package because of being scammed and easy ship says well that happens sometimes

  Business Response

  Date: 04/12/2023

  Hi there,

   

  We do sympathise with your situation and that your child has been scammed, this is not fair and not something anyone should have to go through.

  However at the risk of sounding insensitive, this has nothing to do with the service Easyship has provided. Your son purchased a shipping label from us and sent the package using that label, we cannot be held responsible for the actions of another party who has deceived your son, despite how egregious those actions were.

  If your son had paid for additional insurance coverage, then we would of course have honoured any insurance claim, but as no insurance was purchased for the label, we cannot provide any insurance coverage.

  I can see that as a gesture of goodwill, we refunded the shipping costs, a total of $71.85 and in the circumstances, that is all we could possibly do.

   

  Easyship

  Customer Answer

  Date: 04/12/2023

  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 think the frustration is that the scam happened on your platform through your vendors and your response says nothing regarding the actual vendor who used your platform to scam someone. Your response was oh well that happens sometimes but not my fault when in reality he wouldnt have experienced this if he had purchased through **** or *** or even fedex.As I stated before- he believed he purchased insurance as it requested the value of the package. He always gets insurance due to the nature of the items and was mislead by YOUR PLATFORM! You did not refund $71.85. You refunded $55. The issue happened on your platform- it is evident that no one should use your services as you refuse to do anything about the person who STOLE AN ITEM from a child ON YOUR PLATFORM. Buyer Beware- do not use easyship!!! They allow people to use their platform to scam people of services and continue to let it happen which is indicative in their responses. 

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

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

• Initial Complaint

  Date:03/08/2023

  Type:Delivery 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.

  I had some Packages stolen on 1/28-1/29. I have a letter from the post office about a break into to the mail box on their premises from those dates. I have contacted Easyship multiple times since about a week after the packages were shipped so from 2/7. I originally received a reply that they needed the tracking number of the ************* notification that they were stolen to process my insurance claims. I provided to Easyship as soon as the post office provided me it. I have received no other response from them since then about the insurance claims. I have sent multiple messages to Easyship with no response. I am unable to call them because they require you to pay for premium service to get a support number. Therefore I have had no response in over 30 days from them and I am worried about the claim filing period running out. The total amount of the claims is $440.21. I am providing a list of the identifiers below.************* ************* ************* ************* ************* ************* ************* ************* ************* ************* ************* ************* ************* *************

  Business Response

  Date: 03/28/2023

  Hi there,

   

  We are currently engaging with out client in this matter, our last email was sent approximately 48 hours ago. We are working with our Insurance partner to resolve the issue ASAP and as soon as we reach a resolution we will inform the client immediately.

  Customer Answer

  Date: 03/28/2023

  i greatly appreciate that this matter is finally being addressed
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:03/03/2023

  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.

  I ordered a package shipped on Friday, January 20, 2023 I purchased insurance (100.00)The package and contents were damaged. I filed a claim and included pictures (Feb. 16)The claim was approved (Feb. 20)They have refunded only $20.20 of the $100 and have refused to follow up on paying the balance owed. I have emailed 3x requesting the balance of the funds. They have not responded in any manner.I need the full $100 insurance claim to re-purchase the picture framed for my client.

  Business Response

  Date: 03/20/2023

  Hi there,

   

  We have approved this client's insurance claim and are actively trying to pay her.

  Unfortunately due to rules in place by the credit card provider service Stripe, it is not possible to refund to a credit card for an amount higher than that which was paid originally.

  E.G. Client paid $20. Insurance claim is $100. Therefore we cannot provide this amount as a credit card refund, as the refund would be greater than the purchase.

  We have asked for account details or a PayPal account to allow us to make a bank transfer but the client has refused.

   

  We're at a loss here, we want to give the money to her but she won't let us!

  Customer Answer

  Date: 03/21/2023

  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 demanding my bank account information -- which I will NOT give to total strangers in an email... it reeks of FRAUD!!! Anyone who does that nowadays is stupid!!!!   

  Secondly, they have offered to send the refund via PayPal -- and I do not have a PayPal account, which I have told EasyShip NUMEROUS times!   THEY CAN SEND A CHECK FOR THE BALANCE OWED LIKE OTHER BUSINESSES DO!!!!!

  THIS IS A SHADY COMPANY, and they need to be investigated for fraud!! 

   

   

   

   

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

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

  Business Response

  Date: 04/12/2023

  Hi there,

  We would be more than happy to do so!

  We will process the payment for you in the next 24 hours.

   

  Easyship

  Customer Answer

  Date: 04/20/2023

  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:02/09/2023

  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 have been using EasyShip to gather my parcel labels online. Unfortunately, I feel like I have been defrauded. I filed two insurance claims with this company, and both have been approved/accepted and show a status of "PAID". They equal $2,250.00 USD They claimed the payment was wired to my bank account but it never arrived. I then was given two weeks of "run around" and told them that I will be filing an FTC and BBB complaint. I was then told they supervisors took over my claims, and they needed to approve or deny my claims - which ********** already paid out to EasyShip. This is blatant fraud as they received the funds from ********** and were supposed to send it to me, but they didn't.

  Business Response

  Date: 02/13/2023

  To whom it may concern, 

   

  We have now settled this matter with the client having sent the following correspondence this morning;

   

  
  *************************** <******************************************************>
  1:04 PM (40 minutes ago)
  to support
  
  ***************,
  
  My name is **** and I'm Head of **************** for Easyship.
  
  I'm writing to you in relation to the Insurance claims you have raised as follows;
  
  ************ - $600 paid
  ************ - Rejected due to terms and conditions as explained
  ************ - $775 paid
  ************ - $800 paid
  ************ - $800 paid
  ************ - $1400 - will be paid shortly
  
  If you have any further questions on this matter, please get back to me and I will do my best to answer.
  
  Kind regards,

• Initial Complaint

  Date:12/02/2022

  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.

  Hello! I have a complaint about the ******* of ******** delivery *******.In August 9 2022 I purchased a shipping label from ******** (tracking number is *************), I sent it to ********* to my friend. There were 2 art prints and postcards in this package. My friend ***** got that parcel in November 21, the parcel was opened and repackaged and there were only 2 prints inside (damaged) and the rest of the parcel was missing. I sent several emails to ******** customer *******, but I got only the same answer again and again: I am sorry to hear your package was not delivered as expected. Unfortunately, the courier used only offers basic tracking which means they are not a courier we can reach out to for more information. And thats it.Is it legal to open someones parcel? How can I get a refund or the missing items? Thank you!

  Business Response

  Date: 12/06/2022

  Hi there,

  Please see the response we issued to the client on 2/12/2022, this is our position on the matter;

   

  *************************
  Assign
  
  
  
  Friday 15:40
  To:
  ***********************************
  Show more
  HI *******,
   
  Thank you for getting back to us. 
   
  I can certainly understand the frustration, but as detailed in our terms and conditions, Easyship is not responsible for the physical delivery or pick up of your items and this is handled by the selected courier. Easyship employees have no contact with our client's packages and therefore would not be the ones responsible for opening a package or for items missing.  Unfortunately as stated before the courier selected is not one we can contact for further details such as why this was repackaged and why items are missing.  If the parcel has been delivered damaged or with items missing and you would like to be refunded/compensated for the missing items, we would suggest filing an insurance claim with the premium insurance purchased. Below I have also attached a link to our terms and conditions for your records. 
  *********************************************
   
  Please feel free to reach out if you have any further questions. 
  Kind regards,
  ******
  Easyship Customer Support
  ****************

• Initial Complaint

  Date:12/01/2022

  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 dropped off my package on Nov 9th. (Check the attachment for drop off receipt).The item is a return merchandise to ******* from ******.Still no tracking and no information until now.I tried to contact customer service several times but they responded to only 1 email. there is no number I can call. I'm very very disappointed about this company and wish rest of the people can be more careful choosing there courier.

  Business Response

  Date: 12/06/2022

  Hi there,

  In this case the client used a *************** without tracking, we advised her of this on 16/11/22;

  Nov 16 19:19
  To:
  ***********************
  Show more
  Hi *******?,
   
  Thank you for contacting Easyship.
   
  Unfortunately, this is a non-trackable service through ************ I have asked my ops team to update this in our system to reflect this. We apologize for the inconvenience.
   
  Let us know if you have any further questions.
  Kind regards,
  ******
  Easyship Customer Support
  ****************

  
  Nov 17 19:20
  To:
  ***********************
  Show more
  Hi *******,
   
  Thank you for reaching out. 
   
  It shows that the estimated time is 10 days. 
   
  Let me know if you have any further questions. 
  Kind regards,

   

  I can see there has been a further message as the shipment has not arrived, this will be responded to with instructions in the next 24 hours.