ComplaintsforPlanet Express Shipping LLC

• Initial Complaint

  08/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I wanted to get my Amazon packages delivered to me using this company by the name of Planet Express, which delivers packages from Amazon to countries that Amazon US cannot deliver to. I was living in ****** at the time, and I wanted my packages delivered to me in ******, so I made my all of my orders on Amazon US, and had it delivered to one of the warehouses of Planet Express, which is located in *******, **********, and from there it was supposed to be delivered to me in ******. There was a total of 4 orders that I made and the first one I made was around March 12, and when I had made the orders, I had purchased their insurance policy which was supposed to insure me of my money back guaranteed if my packages were not delivered to me, which they did not. After I received notification that the 4 packages were delivered to the warehouse in *******, **********, which was around late March, I kept checking every day on the tracking status page link that they provided to see when it would arrive to me in ******. But after a month of checking, I realized there was no status update, and I never received any packages. I contacted Planet Express to see what happened to my packages and they told me to wait until May 1st to file my first claim. I did wait until May 1st and still there was no package delivered to me, so I filed a claim. The person told me it would take ***** days for the claim to be handled. I waited exactly 90 days and after waiting patiently for them to resolve the issue, they could not resolve the problem and they did not refund me back my money.I have tried countless times to reach out to Planet Express to please refund me back my money, as I did pay for their insurance. I sent them a last email message again to 3 different people in Planet Express, but I have yet to hear back from anyone at this point and I was also blocked from entering from my own account. Attached please find the email exchanges and a screenshot of my account being blocked by them.

• Initial Complaint

  01/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  First, they could not find one of the packages that were mailed to them from Amazon. Then, they suddenly blocked my account and claimed it was because it "might be linked to another account". No email was sent to me to inform me of this. I found out when I was trying to pay for the package to be forwarded. I have only one account so it's unclear to me how it could be linked to another account. No one picks up the phone when I call. I am being harassed and I wonder if it's because they want to charge more fees. Terrible customer service.

• Initial Complaint

  12/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  The company received my package and after I paid my due payment (approximately $18) and filling out a customs form they mail it out. Weeks later I did not receive the package but I got an e-mail from Planet express that I have a package "B". I paid again, assuming this might be the vendor re-sending me my order. For the second time I paid for shipping and filled out the customs form as required. No package. A week or so later I receive yet another e-mail with package "C". Sensing something is wrong, I contacted the company and told them I was only expecting 1 package how did I end up with 3? Their answer was "package "B" is the returned package A (original package), and package "C" is the returned package "B"!!! So, basically, I have been paying them $18 each time just so they don't mail my package and return it, and ask me to pay again so they would "mail it out", but it keeps getting "returned". I received no details on why the package is being returned and by who, as well as why as a customer I was not informed that this is happening! My package cost $40. I have already spent $36 in attempt to receive it, but they are asking me to pay another $18 so they would try again and so that package "C" would later be returned as package "D" and I would pay again... You get the idea. My claim on their website was "closed" because according to them "your package is in the warehouse". They said they have issued me a refund for my shipping costs but I have not received anything and I do not see a pending refund with my bank. They told me to use a different forwarding company to receive my package. Instead of apologies and a full refund + free shipping of my package that got returned 3 times I get this advice to use a different forwarding company... They are incompetent and shady. Their customer service is nonexistent. I require a refund for all my expenses and free shipping of my package to finally actually be delivered to my address as well as apologies.

  Business response

  12/30/2022

  Hi, package has been returning back to ** by mistake, please contact us directly we can sort this issue out with ***** Thank you

  Business response

  01/19/2023

  Business Response /* (1000, 8, 2022/12/30) */ Hi, package has been returning back to us by mistake, please contact us directly we can sort this issue out with ****, Thank you

  Customer response

  01/29/2023

  ***Document Attached***
  After BBB reached out to the company with my complaint, they went back and forth with emails and claimed the they "reimbursed" my expenses for shipping. In the attached e-mails I sent them a detailed answer that I did not receive a full refund, neither was offered a solution or a simply apology for the fact that they help my package for months, misdirected it, and still were asking for more money to resend it again. I provided them an alternative address to mail my package to instead of my DPO (since they severely failed at doing exactly what they are created to do- send packages to DPO addresses). After all the efforts the company TRASHED my package, did not apologize or did not make any efforts to make sure I receive what belongs to me. Nonexistent customer service, zero integrity, no values.
  See Attachment/File: Gmail - Refund Request Complete.pdf

• Initial Complaint

  10/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Didn't ship my package and instead sent it to their own warehouse. They do not pick up their phone or reply to voicemail, in fact their customer service refuses to.

  Business response

  11/04/2022

  Business Response /* (1000, 5, 2022/10/19) */ The shipment is returned to us by mistake. Please email our support ********************** for assistance.

• Initial Complaint

  10/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased items and had them shipped to the UK warehouse. When I was ready to have the items sent out, I was told that the package had been lost but would be found. The package was never found and I was then told that the package was never there and it was an error. There was no apology or compensation for the package.

  Business response

  11/04/2022

  Business Response /* (1000, 5, 2022/10/06) */ Hi, please provide more details about this package. We cannot find your information to indicate you are our customer. Consumer Response /* (3000, 7, 2022/10/18) */ Hi, The response is not satisfactory. I'd already sent the invoice showing that the package had been delivered. I am not sure what information they would now like for me to provide to confirm that I am a former customer. Kindest Regards, ***************** Business Response /* (4000, 9, 2022/10/19) */ We do not have a customer named "****************** Email us a ********************** with your planet express suite number. We cannot help you if you cannot find you.

• Initial Complaint

  08/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ********************** This Person Tried to scam Me For a 13 mini Apple iPhone I've been in contact with Gardenia California post Office And with Detroit Michigan post Office Trying to see what I can do to stop them from receiving the Package I was told to give you the tracking number and to let you know that it is a scam And that you all will Be In contact with me

  Business response

  09/22/2022

  Business Response /* (1000, 5, 2022/09/07) */ Thank you for reaching out to us, we have block that person to use our service. Please contact us at ********************** to arrange return of your item, including the tracking number in the email too. Thankyou

• Initial Complaint

  06/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date issue occurred: 06/21/2022 Amount paid: $20USD for consolidation services Damaged item total value is $64.43 USD I ordered items for shipping from the USA to Canada and paid for Planet Express to consolidate my items into a single package. When consolidating, you have the option to keep the item in the outer packing it was shipped in, to keep only the retail packaging, or to remove all packaging. I am a video game collector and did not want my item damaged. I requested the item to be shipped in the original outer packaging. Against my instruction, Planet Express staff opened ALL packaging, including the clear plastic factory seal protecting the item. I noticed the issue when Planet Express sent a photo of the items to consolidate, and the outer factory seal on the game was visibly torn and damaged. I tried reaching out to customer support over online chat to look into the issue further. A person named "****" advised filing an error report with the warehouse. As per customer support, I filed the report and received photos from the warehouse claiming the item was unopened. Planet Express closed the error report immediately, before I could even respond. In the new photos Planet Express provided of my game, the clear plastic factory seal was completely gone. By removing all packaging against my specific instruction, Planet Express damaged and devalued my item. Consolidation is a paid service and I expect my items to be consolidated properly according to instructions. I have photo evidence of the instructions to leave it in original packaging, photos of the item in brand new condition (along with confirmation from the seller the item was factory sealed), as well as photos of the damaged factory seal Planet Express themselves sent me. I am looking for assistance with resolving this matter in a way that is fair and reasonable I feel compensation for the item's value/purchase price would be a fair resolution. This was Planet Express' mistake and is unacceptable.

  Business response

  07/12/2022

  Business Response /* (1000, 5, 2022/06/24) */ Hello, Thank you for your BBB review. I do see you have sent an email that is still pending review by our support staff. Please be patient. Once reviewed we will credit you the value(s) of the damaged item(s). Consumer Response /* (3000, 7, 2022/06/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I STILL have not heard back from Planet Express regarding refunding the damaged item. I received my parcel in the mail today and the factory seal is 100% gone, completely ruining my item. Planet Express has not responded via email to my complaint. I'm extremely disappointed with my experience and hope I will be refunded for the value of my item. I have attached a receipt showing what I paid for the item. Until Planet Express refunds me, this issue is not resolved. Business Response /* (4000, 9, 2022/06/30) */ Credit has been issued to your account for the amount of 20USD for consolidation services and $64.43 USD

• Initial Complaint

  03/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Seller refuses to return money after refusing to ship items and charging fees to consolidate items they knew they wouldn't ship. They refuse to return my membership as I used the consolidation service that was used by them knowing there was an item they refused shipping on AFTER charging me fees for the consolidation. I'm now out over $130.04 for services I've never been able to use as Planet Express services to ship packages and the package/membership they're charging me for I can no longer use so I'm out $70 for nothing. BE CAREFUL to read the fine print or Planet Express will take advantage of their policies and refuse to communicate with you. I might get refunded $68.04 out of the $130.04 it cost me to end up having my iems returned to Amazon so be VERY careful sothey don't rip you off as well this was a lesson not to trust new companies that sound rreally great at 1st. WORST shipping company ever so save yourself $$$ by using USPS or Fedex directly because after all the fees they add on once you are a member you will lose money by shipping anything with them.

  Business response

  05/12/2022

  Business Response /* (1000, 8, 2022/04/22) */ Planet express is not a shipping company, but a mail forwarding company. ************* was trying to forward items that were prohibited to be shipped with the carriers we offer forwarding with. ************* was refunded for payments he had made to our company through paypal April 4, 2022 at 8:02:05 AM PDT, and March 30, 2022 at 7:02:55 PM PDT. From the looks of it ****** ended up supplying his own shipping label to have this package forwarded with UPS to ************* *********************** ***************** ************** Phone: *************** with tracking ******************

• Initial Complaint

  11/04/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On August 25th of 2021, I fell into a scam and sent something to Planet Express as a location for the buyer to pick up the package sent out. Shortly after sending out the package, it was deemed a scam, and I have since been trying to get my package back with no success. They have been holding my package after I sent them the pdf return label they requested, and have offered no further correspondence despite my countless emails. The phone number they have listed on their website is not valid and does not connect to any line.

  Business response

  07/13/2022

  Business Response /* (1000, 5, 2021/11/08) */ Hello, Please email us immediately at ********************** with all of the tracking number information. Full customer's name , mail box number so we can look into that for you. The sooner you let us know those info, the better and faster we can intercept the package.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  Used this company for international shipping to *****, paying close attention to their list of prohibited items for international shipping to ensure my item didn't fall within the prohibited list, and it does not. additionally, the terms/conditions for Planet Express read "All items being export or imported must follow the regulation of our shipping carriers. If items do not meet the requirement or are considered Prohibited items, we will not be able to ship the items." It was detailed on my customs form/item description for Planet Express what was being shipped and they collected my money and shipped an item not accepted by *****. the message sent to Planet Express from the customs office for ***** said that the item should never have been accepted (by Planet Express or ***** I assume) and Planet Express has advised that the item will be returned at my expense. There is absolutely nothing on the website for Planet Express or ***** that says the self-sustaining product couldn't be shipped and nothing that I saw on *****'s website for importing alluded to this so it is unclear to me why the item was accepted by Planet Express/*****, shipped by Planet Express, both parties in receipt of a detailed customs form with the items description, and now it has to be returned all at my expense. I have already had to pay over $100 for the shipping so why should I have to pay for it to come back when there was no way for me to know the item was prohibited???

  Business response

  01/18/2022

  Business Response /* (1000, 5, 2021/11/07) */ Hello, Thank you for reaching out. Planet Express partners with **************** and other carriers. There are items that can't be shipped as not everything can be shipped and there are restricted and prohibited items. Some items, your country's custom official will require certain document to clear the shipment, if you do not have it or fail to provide, carriers will return the package. Please understand this has nothing to do with us, it is the compliance that you need to comply with your country's custom. Thank you for your understanding. Consumer Response /* (3000, 7, 2021/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) My concern is not that 1 item was not accepted, there is no confusion about that. My issue is that I used your company to ship FIVE separate packages and received NONE of them bc of how documentation was filled out on YOUR end and it would be great if you all accepted accountability for your misleading business practices. It doesn't make sense to have someone fill out SEPARATE customs declaration forms, for you to label their shipment as "multi-package shipping", with FIVE separate tracking numbers, only for me to find out that all the items have been treated as one. I would not have a problem paying $100 for shipping had I received something for the $100. I should not have to pay for all the items to be returned bc all of the items weren't prohibited, only ONE. I have also not received any updates from Planet Express about where these packages are as they need to be returned back to the various vendors bc at the moment, I am now out of $500 for items that I've never received.

*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. ↩