Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/07/2025

  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 shipped seventeen boxes of my cloths and home accessories through the company to ******* ****. the belongings were packed by the company employees in my presence. The total shipped boxes arrived to my brother in law with four boxes teared open and left open and items missing. we informed the company upon arrival of these boxes and when we checked them we found four expensive leather jackets and one expensive painting (oil painting without frame) rolled in one corner of one of the boxes that were open. The company claims that customs in **** opened the boxes in his representative presence. however they claim that they used a third party to transport the boxes from the airport in one city ***** a city 3010 miles north to our home in *******. the company had advised us prior to shipping that the crystal items will not be guaranteed against brokerage and they have no insurance on any of contents of the air shipped items. they claim they are not responsible for the third party transportation company and refuse to compensate us in the amounts of $2500. The company promised that the boxes will be opened by the counties customs in the presence of their representatives and that he will seal the boxes closed and on several occasions promised video surveillance tapes at the customs proof that the customs has not taken any of our belongings for any reason. till now no such surveillance tapes have been provided at all. in our opinion we cannot know when did the missing items were taken and we believe this company is responsible for all the items shipped.

  Business Response

  Date: 05/19/2025

  Subject: Response to BBB Complaint ID ******** Order #****

  Dear Dispute Resolution Team,

  Thank you for bringing this matter to our attention. We highly value the business of our customers, including the customer associated with Order #****. At **********************, we take all customer concerns seriously and have thoroughly investigated this matter.

  Upon reviewing our records, we found that the names of the sender and receiver recorded in our system and on the official shipping receipt (which the customer also possesses) differ from those provided in the BBB complaint. Additionally, the complainant mentioned a distance of ***** miles between ***** and *******; however, the actual distance is approximately 230 miles, depending on the route taken.

  It is important to clarify that Sha Post USA successfully transported the shipment to *****, ****, and delivered the boxes to our trusted third-party local delivery company for final delivery to the customers home in *******. On May 8, 2025, we provided the customer with video footage confirming that the boxes were in good, sealed condition when they arrived at the local delivery company in ********

  As the last-mile delivery was handled by the third-party company, we are unable to verify whether any items went missing after the handoff, nor can we assess the value of the items the customer claims to be missing.

  We would also like to emphasize that Sha Post USA clearly communicated to the customerjust as we do with all our customershow the shipping process works (including the option to receiving the boxes in Erbil or delivery via the local company to their home in *******, which is what the customer chose), what is within our control, and what is not. While Sha Post USA offers insurance coverage options, the customer did not purchase insurance for this shipment, as evidenced by the official receipt in their possession.

  To further support the customer, ********************** provided a specially adjusted shipping rate, resulting in savings of over $2,000 at the time of shipping. Our recordsincluding video evidence, receipts, and communicationsdemonstrate the professional conduct of our team, the significant discounts provided, and that no insurance coverage was purchased for this shipment.

  While we cannot accept liability for the claimed losses, as a gesture of goodwill and at Sha Posts request, the local delivery company has offered $200 to assist the customer with any potential loss.

  We appreciate your understanding and remain committed to providing high-quality service to all our customers. Should you require any further information, please feel free to contact us.

  
  Sincerely,
  Hemin Hama Saeed

  Customer Answer

  Date: 05/23/2025

  The shipment is with my wifes name may ***** ********. she asked the business directly for insurance as i was worried about loss of items, the principle Mr ****** assured her that in all his business history they have never had any loss of items or theft. he added that all handling of the shipment including the internal land transport is through his office personnel in ***** and within ***** he stated that his insurance to her is that they have surveillance cameras through the entire shipping process and his word is the insurance. this explains the lack of purchasing insurance for loss of items in the shipment. along our communication with the business, we provided them with our own point of delivery in ******* surveillance video that explicitly showed the single labor truck driver apparently as he was by himslef unloading the boxes with clearly visible four boxes torn open and missing items as my wife and the priciple of the business packed these bixes on his premises together and topped all the boxes in the ***. The only driver labored unloading the boxes and dropping them in the yard never cared if they are marked fragile and care was not taken throwing these four boxes torn open and half empty. Mr ****** after reviewing the video agreed with my wife on the telephone that four boxes were torn open and missing items almost half way empty. he thanked her for letting him know on the fact that missing items. he was concerned that the same issue might happen in future shipments with other customers. He offered my wife the discount after the shipment was over 400 lb. his employee miss ****, in my presence during her quote for us on prices, mentioned that if you have a larger shipment the price per pound will drop from $7 per lb to $5.0. when the total shipment came to 890 Lb the five dollar per lb was applied. The fact that we had provided the business with the **** video at the delivery address in ******* , the business offered us $200 for the loss of our belongings. We have provided pictures of the lost items and we have demanded $2500 refund which covers the items lost. The third party issue of transport is not a good excuse as we have communicated directly to the business office in Erbil Iraq and we consider our contract with the original US company sha post shipping company to deliver the shipment to our brother in laws home address in *******. We can provide BBB with the surveillance video of the delivery if its needed. 

  Business Response

  Date: 06/06/2025

  June 6, 2025

  Subject: Response to BBB Complaint ID ******** Order #****

  Dear Dispute Resolution Team,
  
  Thank you for your letter dated May 29, 2025, about the above-referenced complaint and conveying additional communication. We appreciate the opportunity to provide additional response.
  Please see our response below:
  
  1-Insurance: ******** offers optional insurance for a fee. We see it in the interest of both ******** and the customer for the customer to purchase insurance. It was offered to the customer, and they opted not to purchase. Attached you will find page two of the receipt provided to the customer where it shows zero-dollar value for insurance. We have redacted some information for privacy reasons and because you stated that some information may become public.
  
  2-Local Delivery: The local delivery company in **** and their staff are not part of ********, not affiliated with our company, and we are not liable or responsible for their actions. For the convenience of our customers, we collect the cost of the Iraq local delivery in our office in the **** and clearly show that cost on the receipt. Attached you will find page two of the receipt provided to the customer where it shows local Delivery Cost cost as a separate charge.
  
  3-Discounts: ******** has done the best it can for the customer by adjusting the price per pound from $7 to $5, which is significant. On top of that, we provided them with an additional discount of $266. The attached receipt shows both discounts.
  
  4-Good Will ******** the local delivery company has offered $200 to the customer as a courtesy, but not admission of liability. The customer declined taking the money.
  
  We value our customers and their business greatly. We have done everything we can to investigate the issues the customer reported to your office and clarify that ******** went above and beyond to serve the customer. Regrettably we cannot think of anything more to help them.
  
  Please let us know if any can help with any further information.

  
  Sincerely,
  Hemin Hama Saeed

  Customer Answer

  Date: 06/13/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23292785
  
  I am rejecting this response because:
  
  
  Regards,
  
  *** *****