ComplaintsforShip Smart, Inc.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ShipSmart has engaged in fraud, breach of contract, and breach of the covenant of good faith and fair dealing. They purposely picked up many items that I did not want to move, and deliberately hid that from me. They broke the contract by having someone other than the authorized contact person approve the move, and by ignoring my pleas during the day of the move to only take what I wanted. They seem to have deliberately not informed the local company of the items that I had requested to have picked up. I was promised multiple time by a ShipSmart employee that photos would be taken of the items before they were weighed and palletized, but none of that happened. They knew what I wanted and deliberately moved twice as many items as I wanted. Had they only moved what I requested, and not heavy furniture, it would have cost at least 2/3 less. I would like $3740 back.I have copied the **** managers, and customer service managers. There is no deniability.When the shipment was delivered, more than half of it was furniture that I didnt want. I kept some of it to try to decide what to do with, but donated most of it to the movers. You can see on the attached inventory list.***************** at Shipsmart acknowledged that they should have sent the pictures, but he insisted that an attorney on sight signed off on what was being shipped even though he was not the representative on the contract. I asked for ************** to send me all of the documentation of the move, but he hasnt sent me anything showing who signed off on the day of the move. He has not mentioned the authorized person, ***.************** indicated that he would give me a parietal refund only if I did not write negative reviews or report the company to regulatory agencies. When I refused to do that, and Indicated that I would report that ShipSmart took responsibility if they did so but that I refused to be gagged, he rescinded his offer to reimburse me Please see the attached, complete narrative of what occurred.

  Business response

  09/11/2023

  We apologize to the customer for any miscommunication on the part of Ship Smart. We do our very best to handle every situation in an honest and fair manner, which is backed up by our 24-year reputation for integrity in the shipping industry. We have provided the customer with a refund in the interest of customer service. 

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed the order in September and signed a contract for my things to be picked up and shipped THAT WEEK. It's now October 3 and I am just now getting notice my things have been picked up. They still haven't been shipped. It's too late to go with anyone else now and I just have to wait it out however in the contact they make sure they're covered and you're held accountable if you for whatever reason want to cancel the contract and charge you a fee for doing so. Someone with these rules would understand punctuality and professionalism right? I've had to babysit this entire process and it hasn't even been shipped out yet. Ship my stuff or put it back and delete the contract/ my card information. Ya'll haven't even begun the even longer process of shipping the items which will take who knows how long. Very worried about my items.

  Business response

  12/15/2022

  Business Response /* (1000, 5, 2022/11/23) */ Contact Name and Title: *********************** Contact Phone: ******************** Contact Email: *********************** Thank you for the opportunity to respond to this complaint. It has been difficult to reach the customer by phone. The dispatcher attempted to communicate by text before we knew that she was having trouble scheduling her pickup. The shipment was picked up on 9/30 and ready to go into transit on 10/7. After a period of not hearing from the customer, we have discounted the price to move things forward and get the shipment on the road. Currently, we are waiting on payment from the customer. We extend our apologies for any poor communication on our part. Please feel free to contact us with any questions.

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed the ShipSmart contract on October 4th, 2021 and paid a total of $******** for them to ship my furniture from Washington to California. Since October, I've experienced endless inconveniences, delays, bad customer service, and eventually damages to my furniture! My items were picked up on 10/22/21. It did not leave the Washington warehouse until 1/11/22! Throughout the 4 months, I have called ShipSmart over and over to receive updates and get the process going. I was assured multiple times over the phone that the furniture would be en route that week. But week after week, the same status was given, and no progress was ever made. When I initially signed, I was told the delivery would take about a few weeks, not 4 months! I was given false information. I'm afraid if it was not for my persistence, the time I waited would have probably extended to well over 4 months. I even had to follow up to make sure our items would be delivered on the said delivery date (1/21/22), as the delivery team was unaware! None of this should have been my responsibility. I paid this service to do the job of delivering my furniture, and that should have been the company's full responsibility to see it through without me having to excessively push their team. Not only was it an incredible inconvenience to wait 4 months (that is 4 months of living without any furniture!), but we also received our furniture in terrible condition. The glass dining table was completely shattered. Which costs $500-900 to replace. It looks like it was poorly packaged (even though it is the company's responsibility to wrap the furniture properly). There is a hole in one of the dining chairs ($150). The furniture and boxes have a terrible odor, probably due to all the moisture collected from staying in the warehouse for so long. The TV ($500) is broken. The mattress base ($210) has a crack. That at least $*******n damages, not including the delays. ShipSmart has not yet given any compensation for all this.

  Business response

  02/17/2022

  Business Response /* (1000, 5, 2022/02/10) */ We have been working with the customer regarding the damage and the service issues and have offered a refund of $**** for the damage and the inconvenience. Consumer Response /* (2000, 7, 2022/02/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the $**** refund.

• Initial Complaint

  01/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Daughter was in contract with shipsmart since ******** Service was paid ******** ***** Goods still not delivered and is still at original location. Tracking number cannot be provided by shipsmart. We need it to be delivered soon and get a billing adjustment for the inconvenience.

  Business response

  02/23/2022

  Business Response /* (1000, 5, 2022/01/27) */ Contact Name and Title: ***** / ************** Contact Phone: ******************** Contact Email: *********************** We have reached out to the customer regarding the delay and have offered compensation for the inconvenience. Consumer Response /* (3000, 8, 2022/02/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) ***** offered $***** as compensation for the damages and inconvenience. I believe that this is not commensurate to the damages and inconvenience we experienced. She offered $**** for the damaged Big screen Television (currently valued at $500) , Dining Glass Table (valued at $420), and the bed frame (valued at $200). The offer for the inconvenience is only $250. Besides the damages the sofa also had water damage due to not being packed with any protection. We will have to have the sofa cleaned at our own expense. I believe that for the inconvenience of not having these items delivered since October 4th 2021, and having to replace these items on our time, we should be receiving at least 25% off the original cost ($****) of the delivery which is already exorbitant , plus the cost to replace the damaged items. Business Response /* (4000, 10, 2022/02/10) */ We have reached out to the customer and have increased our offer from $**** to $**** in the interest of customer service. This amount is to cover the damages and the inconvenience of the service issues. Consumer Response /* (2000, 14, 2022/02/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) We have not received the compensation, but we are agreeing to the resolution that Shipsmart will provide a total of $**** when the BBB case is closed. Thank you.

• Initial Complaint

  12/30/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I recently chose Ship Smart to relocate me across the country. I was quoted roughly ****** for the move. Upon weighing the items, I was told the cost was roughly ****** They asked for an additional **** to not leave the items on the curb. Upon delivering, I noticed several things. First, my 65" OLED TV had a crack in the screen. It was a *** purchase. Second, three of my boxes were/are missing, one of which contained an Apple Macbook. The Macbook is priced at **** I am now *** in the hole for the move and an additional *** in the hole for the missing/stolen/broken items. I would like a full refund to cover some of the cost of the loss. I should ask for an additional $2k as the damages/losses of this move exceed the entire moving cost. I have spent innumerable hours trying to inventory everything missing and provide quotes to the insurance company for these losses but the time I have spent on this has become overwhelming. I request a full refund for this move.

  Business response

  02/15/2022

  Business Response /* (1000, 8, 2022/01/21) */ The shipment was damaged in transit and 3 boxes were separated when the damage occured. The customer did have insurance and the insurance has offered $****. We have been in communication with the customer as well and have offered the customer an additional settlement of $**** in the interest of customer service. Consumer Response /* (3000, 10, 2022/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The proposal offered by the vendor is for a total of $*******. This does not cover the full cost of a replaced model similar to what was damaged, nor does it include any sort of compensation for the lost/stolen items nor does it offer any sort of compensation for the severe inconvenience and subsequent work this has caused me. I ask for a full refund at minimum. Business Response /* (4000, 13, 2022/02/02) */ We have reached out to the customer again. In the interest of customer service, we offered him a full refund for the inconvenience caused from the damaged and missing items. Consumer Response /* (2000, 15, 2022/02/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am satisfied with this solution. This will compensate the lost/damaged equipment and inconvenience caused by this issue.

• Initial Complaint

  11/18/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 15 October 2021, I engaged ShipSmart to move my household goods from ** State to **. The company was recommended because I had a small shipment. My household goods were picked up as scheduled on 20 October. The goods were picked and taken to a warehouse in **. Since the pickup I have gotten about a dozen emails from ShipSmart. The emails say the same thing: my shipment is still at the warehouse in **.. On 17 November, I received another email telling me about further delays. My shipment still has not left the warehouse in **. The estimated cost of shipment is over $****. ShipSmart has had all of my possessions in a warehouse for close to 30 days. I am living out of the 2 suitcases I brought with me from ** state to ** when I relocated for work. I need my possessions and I would like this company to give a significant discount on my shipping costs. I am desperate for your assistance in resolving this matter.

  Business response

  01/25/2022

  Business Response /* (1000, 6, 2021/12/22) */ We offered a discount to the customer for the delay and the shipment was delivered with out issue on 12/16/21. Consumer Response /* (3000, 8, 2022/01/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) In addition to BBB I filed a complaint with the *******************************. Shipsmart did offer me a discount. My stuff was finally delivered. Most of it was in good shape, some of the packing boxes had water damage and some of my belongings had mildew stains( I took pictures). I am not interested in having any further contact with Shipsmart. Business Response /* (4000, 10, 2022/01/14) */ We have discounted the customer's shipment for the amount of $**** for the delay. The customer booked with our deferred service which has no guaranteed transit times. We kept her updated via email on the status of the shipment along the way. We put it into transit once it was packed and there was an available truckload to take it to the destination. We were not aware of the damages until now, but we would be happy to help her with her claim as she does have insurance.

• Initial Complaint

  11/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I opted to go with this company based on the estimate provided-I even included photographs of the storage unit to ensure I was provided as accurate information as possible. I had moved the majority of the items in there (the only additional items were the hamper, and rug) within the city limits with accurate estimates. There was no heavy furniture. In fact, I'm pretty sure the heaviest item in there was a stand mixer. The original estimate was XXXX-XXXX, with a $200 fee to pack/repack the contents of my storage unit. It cost $***** Today my shipment was supposed to be delivered. No one would tell me whether someone would let me know I would be altered to the fact that my delivery had arrived. When I finally was able to speak with the delivery person, he told me that he would arrive within 20-30 minutes. I requested help from ****, because I weigh 100 pounds soaking wet, and needed it. I may have considered paying for tin home delivery through you, but after being hoodwinked into paying you ********* than I was quoted, that wasn't going to happen. The delivery person showed up an hour and and half later, as in I've been paying them for this time, because I was lied to multiple times. On top of that, the delivery person enlisted the help of the people I'd hired because he couldn't manage on his own. What exactly would have happened had they not been here? I wouldn't have been able to help him. I also paid for the items to be packed, as in reboxed. There are a bunch of small items that were just wrapped in shrink wrap and chucked in, and most of the boxes are the ones I asked to be repacked.

  Business response

  12/07/2021

  Consumer Response /* (2000, 6, 2021/12/06) */ I submitted this on 11/10. In the meantime, Ship Smart has revolved the matter to my satisfaction and I would like to withdraw my complaint. I had submitted notification of their rectifying the situation previously.

• Initial Complaint

  09/30/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order #P*********. Further details attached. Ship Smart does not accurately represent itself during the contract process and as a result entraps consumers into paying extremely increased rates for their products. We were asked to pay almost $**** more than our estimate and were not given information on how weight or prices were calculated despite asking. According to the FMCSA, moving companies cannot withhold shipping items with an increase of over 110% of the agreed estimate. Shipsmart claims that they are exempt from this since they are a broker, but they advertise themselves as a shipper, do not fulfill the federal laws for a moving broker as laid out by the FMCSA (not providing information on federal protections, disclosing status as a broker before sale, etc), and are still responsible for the laws laid out by the FMCSA. I also strongly suspect that the massive increase in price was due to the heavy crated packaging used for our items, which we did not have control over.

  Business response

  01/05/2022

  Business Response /* (1000, 15, 2022/01/05) */ Everything went according to the service that the customer has contracted. In the interest of customer service we have reached out to the customer and offered a discount. Consumer Response /* (3000, 17, 2022/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received any sort of communication from ShipSmart since the delivery of our items. No discount or other response has been received. Their response also refuses to acknowledge the misleading language on their website and the multiple additional places where their business is in violation or at the very least bending the laws for brokers or for movers of home goods. At the very least, I would like to receive actual communication from the company like they claim to have submitted. Business Response /* (4000, 20, 2022/01/12) */ We are a custom packing and shipping company, not a moving company or van line. We have attached a copy of the customers contract that details the terms of the service and lists the estimated packed weight of the shipment as the estimate was based on the inventory provided and the packed weight once palletized not the raw weight of the shipment. We have also attached a signed copy of the origin inventory lists that details additional items added the day of pickup not included in the original estimate. The shipment was also weighed on a scale that is calibrated and regulated, it was also weighed a second time by the freight carrier who did the long haul transit of the shipment we have also attached the carriers Bill of Lading with the verified weight. In addition to all of this we have already reached a settlement with this customer, but in the interest of customer service we have reached out to the customer to try and reach resolution. Consumer Response /* (2000, 22, 2022/01/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  09/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had several issues with this company. To start, the date for pickup of my items from Chicago was delayed by a week, hence delaying the arrival of my items to my new home in Texas. The pickup crew that was sent to get my items on moving day was a 2 man crew for a third floor walk up. It took them 5 hrs to pack the truck. They did not have proper paperwork for me to sign. I had to call both the local contracted company as well as Ship Smart several times to get a copy of that paperwork as well as a receipt. Finally, and most important, the quote for the move was approx $*****. The final bill was double this at $*****. I asked for an explanation for the difference in cost and none was provided to me. I asked for an itemized receipt and did not get one despite multiple calls and emails to *************. I sent a follow up email with more specific questions that were also not addressed.

  Business response

  01/25/2022

  Business Response /* (1000, 5, 2021/09/16) */ This customers shipment was picked up on 6/25 and delivered on 7/15, 1 day short of three weeks, and the customer was quoted with a deferred service with no guaranteed transit times with an estimated time frame from pickup to delivery of three weeks. As the customer puts in their complaint there was a 3rd floor walkup, a walk up we were not notified of in advance, I have attached a copy of the signed contract with the estimated cost and inventory attached for the review of the BBB and it clearly states on the contract 0 steps at pickup. Aside from the walkup the customer was provided an estimate in writing with an inventory of 41 items with an estimated packed weight of 1676 lbs. the customer added 47 items the day of pickup not included on the original estimate and the additional items caused the weight to increase to 3,645 lbs. We have attached a copy of customers signed inventory sheet detailing the added items, we have also attached a copy of the BOL listing the verified weight of the shipment & we have also attached the email correspondence between Jasper McQugh and the customer for the BBB review where you will see timely responses including an itemized receipt sent on 7/7 to the customer. We would be happy to re-forward all the necessary documentation to the customer for further review. Consumer Response /* (3000, 7, 2021/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) There explanation is dismissive and provides no further information than what I had before. I was clear about our correspondence and there was an additional email to Jasper that never received a response. The receipt sent to me was not itemized and when I asked for clarification, there was no response. I understood that the increased weight would cause an increase in price, but not to the extent of what I was charged. After receiving the "itemized" receipt on 7/7, I asked additional questions specifically about charges for additional time taken by the pickup crew (which were terrible) and the walk up. I did not get a response. I can provide my follow up email for reference. They were aware of it being a walk up so I don't understand why they say they were not. I called specifically to to confirm this. Poor customer service all around and it is unfortunate that these companies can take advantage of customers without recourse. This response is dismissive and performative at best. Business Response /* (4000, 16, 2022/01/12) */ Everything went according to the service the customer contracted, but in the interest of customer service we have reached out and offered a discount. Consumer Response /* (2000, 18, 2022/01/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  09/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ship Smart has all of my furniture packaged in a warehouse in Colorado. They originally quoted me a lower price for the move and are now coming back quoting a higher price. Essentially they are extorting me by holding my personal belongings in another state and now charging me ***** to have them sent to me. They also will not provide photos or an itemized list of the weight of my items to explain the exact pricing. They won't guarantee a delivery date either. They also initially told me in an email that the white glove service would be $800 and then inexplicably jacked it up to ****** I have read other customer reviews that had similar experiences and I feel that this is a scam. To have someone's personal belongings in a warehouse and not provide an accurate pricing until you're ready to deliver is extremely deceptive.

  Business response

  07/06/2022

  Business Response /* (1000, 5, 2021/09/16) */ We provided the customer an initial estimate based on a list of 22 items the customer provided us, we send the estimate in writing with an itemized inventory and make it clear the estimate is based on the inventory listed on the estimate and the estimated packed weight. We do ask the customer to review and let us know if there will be additional items before booking so we can provided them with an updated estimate based on actuals. In this case when we arrived on-site the customer added 80 items to the original 22 items on her estimate and the packed weight more than doubled, 1274 lbs. to 3165 lbs. We have attached the signed original estimate with the itemized inventory, the signed pickup inventory that details the added items, and a copy of the BOL with the listed weights of each packed pallet for the BBB review. We were provided with the weight of the customers packed and containerized shipment on 9/1 and reached out to the customer by phone and email on 9/2 notifying her of the final packed weight & charges. The inside delivery cost also changed because it was based on unpacking and moving inside a smaller inventory. We have been in contacted with the customer prior to receiving notification of the BBB complaint and have agreed to work together to reach resolution after the customer takes delivery of her shipment in the next few days.

*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. ↩