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:06/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting this complaint regarding uShip, an online shipping marketplace headquartered in ******, *****. My concern centers on their deceptive and misleading handling of a damage claim, despite my purchase of their additional uShip Protection Plan.I initially contacted uShip on May 2, 2025 (2 days after I used their platform to arrange shipping) after discovering significant damage to my items upon delivery, with estimated repair costs approaching $1,000. I first worked with a representative named *******, then was passed to ******* for the offer and appeals ********** claim was initially denied. I had to push back and point out that the service provider openly admitted to dropping the bookcases and failing to secure them properly during transit. Only after raising this was my claim reconsidered.Still, after 37 days and more than 10 follow-ups on my part, I was offered $906.25 in reimbursement. uShip then withheld $500 as a processing fee and refused to refund the $352.50 I paid for the original shipping, effectively leaving me with just $53.75 in actual compensation.Adding to the concern, uShips own Ship with Confidence Guarantee claims to reimburse up to $500 even without added protection. Yet I paid for the Protection Plan and received less than that, which undermines the credibility of both their protection and their guarantees.I believe this conduct is deceptive, unreasonably burdensome to the consumer, and potentially in violation of consumer protection laws. I respectfully request that your office review this case for possible enforcement or mediation.I am requesting a full refund of $1,258.75, $906.25 for repair costs and $352.50 to reimburse the shipping fee, based on the mishandling of my shipment and uShips failure to follow through on its stated protections. Their service was marked by delays, generic responses, and disregard for both their own policy and clear evidence. A full refund is both fair and warranted.

  

  Business Response

  Date: 06/26/2025

  Hi ****, 

  Thank you for reaching out. I do show that your case manager has reached out via email with next steps for your Protection Plan case processing and has clarified that payment to your carrier is not reimbursable by the uShip Protection Plan. Per the Terms of Service agreed to upon booking, each claimed loss or damage is subject to a Processing Fee, which will automatically be deducted from your Maximum Reimbursement at the time of payment- in the case of your shipment, this Processing Fee was $500. You can read the full terms of service here: ********************************************************************************************************************************

  Additionally as advised by your case manager, The Ship with Confidence Guarantee is a last case resort when all other products, programs and avenues of resolution have been exhausted. You are welcome to apply for this to inquire on your shipments eligibility. If you have any questions on how to do so, please contact our support team at ************** or ************************************************************.

  Customer Answer

  Date: 06/29/2025

  Complaint: 23492938
  
  I am rejecting this response because:

  I am rejecting uShips response because it continues to deflect responsibility by pointing to a user agreement that is itself part of the problem. Hiding behind vague and one-sided terms does not justify what has clearly been an unfair and exploitative process.
  

  The $500 processing fee deducted from my $906.25 reimbursement is excessive and unexplained. Combined with uShips refusal to refund my original $352.50 shipping fee, I am left with only $53.75 to address nearly $1,000 in damages, despite having paid extra for uShips Protection Plan. This cannot be called a fair or good faith resolution.

  
  uShips reliance on the terms of service ignores the fact that these terms force customers to accept unreasonable policies just to use the platform. Customers are boxed in: the base service is unreliable, and the paid Protection Plan offers no real protection. Even their Ship with Confidence Guarantee turns out to be hollow and an afterthought, offered only when everything else has failed, and still with no promise of fairness or meaningful restitution.

  
  This setup ensures the customer always loses. The inordinate burden of proof, endless follow-ups, delayed timelines, and meaningless reimbursements are all structured to discourage accountability. Their response shows no willingness to take responsibility or honor the protections they advertise. Instead, it reinforces the concern that their platform, Protection Plan, and guarantees are designed primarily to limit their liability while leaving customers without real recourse or support.
  
  Regards,
  
  ****** *******

  

  Business Response

  Date: 06/30/2025

  The uShip Protection Plan Terms of Service are provided at the time of check out; these Terms include information regarding the processing fee. Your case manager has sent you an email regarding next steps for you for the reimbursement payment offer of $406.25. If you have any additional questions regarding this approval, please respond directly to your case manager. As previously advised, if you wish to seek additional compensation outside of what your Protection Plan case has been approved for you may also apply for the Ship with Confidence Guarantee to see if your shipment qualifies. 

  Regarding your request for a refund of the payment made to the service provider,  Id like to help by offering a bit more of an explanation of uShips role, including our services and limitations. uShip is a neutral online marketplace where shipping customers and service providers can connect and enter into agreements- any refund of this amount would need to be agreed upon by your service provider as uShip does not employee or contract service providers directly. As payment has been released, any agreed upon refund would need to be issued directly from your service provider. 

  uShip can absolutely assist you with reaching out to the carrier to open a line of communication regarding your request. However, as a neutral venue we cannot guarantee the outcome of this communication. To request the appropriate dispute outreach, please email ***********************************

• Initial Complaint

  Date:05/27/2025

  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 would advise any consumer to avoid purchasing the uShip Protection Plan. After a piece of furniture was damaged in transit, my Protection Plan was useless. First, I was not sent a detailed list of "exclusions" related to the plan due to an internet issue on the company website. I was told that my policy would not be honored due to a detail that I was not aware of when I signed the documentation because I did not receive the full contract. Secondly, I was asked to send in information twice about my case (so that the case could be resolved) only to have my case denied. I am now seeing so many complaints on line about the uShip Protection Plan. I wish I had seen these reviews earlier.

  

  Business Response

  Date: 05/29/2025

  Hi ****, 

  Upon review, it appears that your case was denied as customer share needing to be met for the payout, $500, was higher than the submitted cost, $145, as outlined in the letter from your case manager.  Per the Terms of Service agreed to upon booking, each claimed loss or damage is subject to a Processing Fee, which will automatically be deducted from your Maximum Reimbursement at the time of payment- in the case of your shipment, this Processing Fee was $500. You can read the full terms of service here: ********************************************************************************************************************************

  As your initial uShip Protection Plan case was denied and the subsequent appeal was denied, the case has been closed at this time. Please review the email from your case manager if you have any other questions related to the decision of your appeal. If you would like further information from Member Support on guidance for seeking resolution directly from your chosen service provider, you may reach out to ************************************************************

• Initial Complaint

  Date:05/27/2025

  Type:Billing 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.

  USHIP brokered an auto transport service that was not completed. Now, service providers profile referred to as *** has been removed from the USHIP App. Neither uShip or TSP have responded to my emails, chats, texts or telephone calls. I have filed a dispute with my credit card service.

• Initial Complaint

  Date:05/20/2025

  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.

  U ship damaged my $4500 vintage radio and after wasting my time for almost a month they finally realized that they were at fault and rewarded me with the insurance money. However they approved me for only $13000 and dedicated $500 for some nonsense charges and didn't even refund me for the booking fees. To make matters worse they lied and stated in writing that I should receive my payment within 3 to 4 business days. However after over a month after I reached out to them several times ******* from their claims department said there was an issue with the billing department and it should get resolved but I still haven't received my payment.

  

  Business Response

  Date: 05/20/2025

  Hello, 

  We suspect you have found uShip Logistics in error, as we are a vehicle shipping company and do not haul anything else. 

  It sounds like ************************** might be who you booked with and need to contact. Call 1800MYUSHIP or use ************************************************************. 

  Either way - we're sorry to hear about your situation and can imagine it is very frustrating. We're just not in a position to help and not the same company.

  We'll be requesting BBB remove this review but hope you get your complaint resolved elsewhere. 

  Thank you, 

  UL

  Customer Answer

  Date: 05/23/2025

  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.
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 05/29/2025

  Hi *****, 

  Id like to help by first offering a bit more of an explanation of uShips role, as well as clarification as to the terms of the Protection Plan you purchased. uShip is a neutral online marketplace where shipping customers and service providers can connect and enter into agreements- uShip is not a transportation provider. Additionally, please note the Protection Plan is not insurance. UPP Cases are managed by our very own uShip team of Case Managers, instead of a third-party insurance company. I hope that clarifies that UPP is not insurance. Per the Terms of Service agreed to upon booking, each claimed loss or damage is subject to a Processing Fee, which will automatically be deducted from your Maximum Reimbursement at the time of payment- in the case of your shipment, this Processing Fee was $500. You can read the full terms of service here: ********************************************************************************************************************************

  At this time, the payment shows as initiated on 4/29- if you have not yet seen that payment on your end please respond directly to the email from your case manager titled Protection Product Case: 55601279
  

  
  

• Initial Complaint

  Date:04/25/2025

  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 purchased an Arteriors Lamp from Charish - sold by **** ****** on March 27 2025. **** ****** contracted with USHIP to deliver the lamp to my home. Lamp was delivered missing lamp shade, harp and finial. Driver mentioned that he FORGOT to bring it and it would be sent to me right away. It has now been a month and still the missing lamp parts have not been shipped. USHIP keeps saying they are sending the items *** but refuse to issue tracking numbers or provide any kind of update.

  

  Business Response

  Date: 05/05/2025

  Hello,

  Thank you for reaching out. Upon investigation, I do see that Chairish has advised the missing parts have now been received and reviews have taken place to prevent similar issues in the future. If you are in need of any further assistance, I would encourage you to reach out to *******************************************************************. 
  

  
  

  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.
  
  Regards,
  
  **** ***** White

• Initial Complaint

  Date:04/03/2025

  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.

  We purchased the insurance offered by uShip when we hired a contractor through them to drive our Club Cart golf cart from ***************, ** to *******, **. The contractor picked up the golf cart on 2-17-25 and delivered it to our house on 2-20-25. The windshield had been broken in transit, as well as the back of the cart which had a cover for the golf clubs. The contractor brought the broken parts with him and gave them to me. I filed a claim with uShip, but was denied due to a lack of documentation at the time of pick up. (Please note, we were already in AZ, and no one advised we needed documentation for an incident that had yet to occur.) I filed an appeal to have the claim reviewed again, but was once again denied. The cost of a new windshield was $172.60 plus $42.50 for labor. It also cost $45 for the golf cart company to pick up and return the cart to us after they repaired it. Please note that we are not asking for replacement of the back cover that was torn off. We would expect that uShip's insurance carrier either pay for the damage or at least return the cost of the insurance we bought. (I think it cost us between $60 - $70 for the insurance.)

  

  Business Response

  Date: 04/04/2025

  Hi ********,

  Please allow me to clarify that the uShip Protection Plan (UPP) is not insurance, but rather an assurance plan. In this circumstance, it appears the uShip Protection Plan case was denied as a result of a coverage exclusion detailed in the uShip Protection Plan Terms of Service. You can read through the entire Terms of Service here: *************************************************************************************************************************************;

  As your initial uShip Protection Plan case was denied and the subsequent appeal was denied, the case has been closed at this time. Please respond to the email from your case manager or reach out to ********************************** if you have any other questions.

• Initial Complaint

  Date:02/24/2025

  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.

  On 1/21/2025 I hired Uship to deliver an antique (heirloom) rocking chair from ********, ******* to **********, ************. The chair was picked up on 1/21/2025 and delivery was supposed to be between 1/27/2025-1/31/2025. The chair arrived on 2/1/2025. The driver said he would be there by 12pm on 2/1/2025. I made the driver aware that I would not be there after 5pm that day. He didnt show up until 5:40pm that evening. I told him to leave the chair on my back porch. When I got home later that evening to inspect the chair, one of the rails on the bottom was cracked and the rail fell off when I lifted up the chair to move it inside because the crack was at the connection point to the chair. I had purchased the protection plan for $1000, which is the estimated value of the chair. I filled a claim immediately including all required information (including an estimate for repairs from a furniture repair company specializing in antique furniture) and in 2 days the claim was denied. Reasons for denying said I did not file the claim within 7 days (which is not true) and I was not there to accept the chair and inspect it upon delivery. I immediately filed an appeal on 2/12/2025 and have heard nothing from the company even though I have tried numerous times to contact them for an update on the appeal. They have no phone number to speak to anyone regarding claims- there is a phone number to speak to them regarding any other issue except claims. The estimate I received was for $400.18. I just want to get the chair fixed, it is a family heirloom and very important to me. They will be respond back to me. Quote ID: ********- is for shipping Case ******** - original claim and appeal number

  

  Business Response

  Date: 03/03/2025

  Hi ******, 

  I do show that your assigned case manager has followed up with you directly over email regarding the status of your appeal and has advised the reason for denial to be no damage noted on the electronic Bill of Lading at the time of delivery. The Terms of Service can be reviewed here for further information as well: *************************************************************************************************************************************;

  As your initial uShip Protection Plan case was denied and the subsequent appeal was denied, the case has been closed at this time. Please review the email from your case manager if you have any other questions related to the decision of your appeal. If you would like further information from Member Support on guidance for seeking resolution directly from your chosen service provider, you may reach out to ************************************************************. 

  Customer Answer

  Date: 03/04/2025

  Complaint: 22983011
  
  I am rejecting this response because:

  your company hides behind its computer screen and refuses to actually speak one on one with a customer when it comes to damages- not every situation is the same. You cannot put everything into a tiny box and expect it to fit every situation.  As stated before, I personally will never use your company again, and I will voice to others my experience,
  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 03/05/2025

  Hi ******, 

  For Protection Plan cases, our case managers must keep all communication in writing and cases must be reviewed in line with the terms of service. If you would like to discuss your options for pursuing a resolution directly from your service provider and prefer to communicate over phone, you may reach out to Member Support at ************. Please note Member Support is not involved in case processing and will not be able to discuss the outcome of your Protection Plan case over the phone. For inquires related to the outcome of your case, you may follow up directly on the email communication with your assigned case manager. 

  Customer Answer

  Date: 03/05/2025

  Complaint: 22983011
  
  I am rejecting this response because:

  what good is speaking to someone if they cannot help me with the problem. I have done everything requested through email already. Not every situation fits into the small box you provide which just gives you an out from actually dealing with a problem and the customer directly. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:02/17/2025

  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 have tried to set up on the platform, I instantly get flagged and sent under review, I then get contact support. I've called and I either get placed on indefinite hold, or hung up on. There was an issue with an old company I worked for that that company was banned, and I've never been able to sign back up. I've never shared any bad info, I've never cancelled a load, and I've never tried to circumvent U-Ship. They refuse to discuss this at all with me. So the unprofessionalism mustn't go un announced to the public.

  

  Business Response

  Date: 02/24/2025

  Hello, 

  Per section 21 of our User Agreement: 

  21. Right to Suspend or ********************* reserve the absolute right to reject or suspend your participation, or remove You from your current participation, with the uShip Services at any time and for any reason or for no reason and without notice to You. We are not liable for any damage or loss resulting from such hold, suspension, or removal. Events and scenarios that may result in the suspension or removal of your participation include but are not limited to: flagging; abusive or hostile behavior; unresolved disputes; creating and/or maintaining multiple accounts or relation to other accounts; committing fraud or violating this User Agreement; and, poor performance on the site (high cancellations, negative feedback, etc.). uShip has no obligation to disclose the reason for actions taken under this section. All decisions are final.

  Upon investigating the account associated with your provided email address, it appears the account was placed under review in 2022. For more information regarding your account status, please reach out to Member Support at ********************************** from the email address on file with your account. 

• Initial Complaint

  Date:02/13/2025

  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.

  Subject: Urgent Complaint Fraudulent Shipper, Damaged Items, and Denied Claim On 8/15, a shipper named "******** ****" picked up two designer chairs from Design Within Reach in **********, **. The store documented their perfect condition. We later read complaints about a woman named ******* but were assured she would not be delivering our items.On 8/21, the shipper who arrived was in fact ******** likely using a false identity. The chairs were damaged, covered in oil stains from a filthy U-Haul truck. Inside our apartment, she aggressively pushed me while attempting to clean them with a wipe. It was an alarming physical assault. When confronted, she refused to leave until security and police intervened.We reported this to uShip, providing video evidence of her admitting the damage. Despite our $6,500 protection plan, uShip delayed responses, blocked our review, and repeatedly denied our claim, citing missing paperwork. After obtaining a repair estimate, they then rejected the claim due to a chargeback. Even after Amex reversed the chargeback, uShip falsely claimed they had "won the case."We paid $479.75 ($375 for the quote, $37.50 service charge, and $67.25 for uShip protection) for what should have been a covered claim. ***** used a fake name, destroyed our property, and physically assaulted me. uShip knowingly allows fraudulent drivers to operate. This is unacceptable. Please help.

  

  Business Response

  Date: 02/17/2025

  Hello, 

  Id like to help by offering a bit more of an explanation of uShips role, including our services and limitations. Please note uShip is a neutral online marketplace where shipping customers and service providers can connect and enter into agreements- service providers are not employed by uShip.

  I do show that your case manager has provided you with a response including relevant information from our User Agreement in regards to your Protection Plan case and outcome. As your initial uShip Protection Plan case was denied and the subsequent appeal was denied, the case has been closed at this time. Please respond to the email from your Protection Plan case manager if you have any other questions at this time. 

  
  

  Customer Answer

  Date: 02/20/2025

  Complaint: 22933177
  
  I am rejecting this response because:

  I bought the USHIP protection plan, I provided a million photos and video evidence of the shipper admitting they damaged the chairs. And yet, they needed me to provide an estimate to repair the chairs instead of replace them. I had to track down the manufacturer in *******, the fabric, the design and someone local who could repair the chairs and they had to independently get an estimate for the fabric and shipping from ******. I provided this to UShip. First they denied the claim because it did not have an estimate. Then when I provided an estimate, they denied the claim by saying the protection plan was canceled and that there had been a chargeback and they had provided evidence and won. When I called ****************, they said there was no evidence and they had not won anything. They told me the protection plan was canceled due to a chargeback. Now they say it wasn't canceled. There is no chargeback, there is no cancellation, they owe the money and they block people from posting the truth about the shippers as they conspire to make money and have people's goods destroy. In addition, they lie and obfuscate by claiming one thing then another, constantly referring you to "original documentation" of denial and other items  that they will not and do not provide because they want you to be burdened with paperwork and overwhelmed so that you cannot file a claim or pursue it. I am sure there is a law regarding what a protection plan must provide when corresponding. And they do not do it.
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:02/11/2025

  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.

  9/16/24 Delivery by Uship/Roadrunner, delivered a vanity that was damaged. I paid for extra insurance with Uship and they are denying claim. Three witnesses the day it was picked up and loaded onto the Roadrunner truck in perfect condition. I received the item damaged, have sent photos to both companies. They are bouncing me back and forth between the two of them of who is responsible. I need help with this if you can. Please let me know.

  

  Business Response

  Date: 02/17/2025

  Hello, 

  I do show that your case manager has provided you with a response via email including relevant information from our User Agreement in regards to your Protection Plan case and outcome. As your initial uShip Protection Plan case was denied and the subsequent appeal was denied, the case has been closed at this time. Please respond to the email from your Protection Plan case manager if you have any other questions at this time.