ComplaintsforIsland Shipper

• Initial Complaint

  07/05/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Company marketed on shipping items from anywhere to *******, no matter how big or small. Also, that they ship bulk items in a more cost-effective way than shipping a barrel. I needed to ship bulk items to ******* for a wedding on 6/23/23.The website lists retailers, to purchase from, and have items shipped to your digital mailbox, which is their warehouse in *************, *******.I purchased items from a retailer, & shipped to my virtual address through this companys customer portal. I received email confirmation on 6/8/23 from retailer of ********* **** shipping alert on the customer portal on ********************** website on 6/8/23, showed items received in *******.FAQ section on the Island Shipper website, said shipments go out on Fridays, which would be 6/9/23. After checking their website on Saturday, 6/10/23, shipping alert still said, received in *******. I contacted customer service via WhatsApp messaging, & was told shipments go out on Wednesday, **** shipment would leave Wednesday, 6/14/23 at noon, & arrive in ******* & be ready for delivery by 6/21/23. On Wednesday, 6/14/23 at 3:25 PM, I contacted company again via WhatsApp customer service, as shipping alert still said, received in *******, & had not updated to say items shipped.Company said items would have to ship the following Wednesday, which would arrive after the event. They also now wanted payment of $583.17 upfront to ship, or pay them $185 to return items to retailer. The website states payment is due once items reach *******, clear customs, & are ready for delivery to address. They denied for items to be picked up by me or designee, & then started holding fee after. They blocked my communication, & also denied retailer access to pick up items. Prior to blocking me, they said they would auction my items on day 30. There is no total holding fee on portal. They still have my items, worth $324, & are not responding to email, text, or customer service messages regarding fee total.

  Business response

  09/07/2023

  Hello, we acknowledge the complaint made by this customer and we requested a return label so we can send the package back to where it came from and we are yet to receive it. We do not have a license to forward packages in the US. We can only send them to ******* or return them back to where it came from. As a resolution, she needs to send us a return label via email on ******************************************

  Customer response

  09/14/2023

   
  Complaint: 20278845
  
  I am rejecting this response because:
  

  Pick up of the items by **** club was an option presented to me by Island Shipper, and when pick up was attempted, by **** Club, the **** Club employee was denied access for pick up, and turned away. 
  
  I have requested return label(s) from **** Club, and will forward them to Island Shipper via email, once received.
  
  In order to prepare for what comes next, and to avoid any confusion, please highlight all next steps for resolution after the Return Label(s) are received by Island Shipper. 
  
  Sincerely,
  
  *****************************

  Customer response

  10/11/2023

  I was in correspondence with **** Club since June 18, 2023. At that time they were willing to take the returns back, and sent staff to pick up the items from Island Shippers warehouse, since that was an option that Island Shipper presented. At that time, Island Shipper denied for SamsClub to pick up the items once they got there, even though *** Club pick up was an option already presented by Island Shipper.
  

  Now, due to the extensive amount of time, Island Shipper took to respond to the BBB, **** Club is now saying that they are no longer willing to provide return labels or to take back the returned items, since it has been several months since purchase. 
  

  As a result, I can no longer be refunded for my purchases, and Island Shipper did not perform the service of sending the items, including food, to ******* for the event in June. At that time I was forced to find and purchase all items from a different vender once I arrived in ******* on June 21st.

  The resolution now would be for Island Shipper to pay the full amount that I have lost from my purchase at **** Club, since they have held onto items, past the point of the return window. They did not provide the service, for which items were sent to them, and as a result, I have lost the money I used to pay for items that I never received, and that can now no longer be returned to **** Club. The full amount that I paid for the items is $324.10.

*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. ↩