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:12/04/2024

  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.

  Good day,Skybox received 2 shipments; 2 test glasses and a back heating pad from November 3rd.The charged my card, created the following skybill ending ****5146 and 5017 Then, told me afterwards they they were consolidated into one box skybill ending ***3749 *********** has charged my credit card 228USD to ship 8 small items which were charged separately at several different times but, then shipped only 2 boxes to ***** present, they have held on to my medical device which is a back heating pad and 2 pairs of test glasses for the past month (from November 3rd).They have yet to send these items to the Island, even though they have charged my card for these items singly from November 11th.Last week I was told that these 3 remaining items were not shipped due to Thanksgiving holiday celebrations; however, the 2 boxes containing non-essential items were shipped before November 18th.I contacted my lawyer who suggested I give 72hrs before making a final claim against them,this us the 2nd day Dec. 3, 2024 and they still have my money and my packages.The fact is, they send items in 2 small boxes that were not medical itrlems and unnecessary but, held on to my medical devices and I am still waiting for them to ship my things out of their place.This is very unprofessional and I cannot believe that ******** recommended them as shippers because the customer is poor, and unreliable.I need my things because my eyes are sick and I have opthalmology report that says I have to have tinted lenses and UV lenses with blue light filter.I also have neurological report that shows I have scoliosis and need that heating pad, or I would have never sought them ******, with this pain and distress that ************************** has caused, they will need to pay.

  

  Business Response

  Date: 12/05/2024

  Dear ******,
  
  
  I want to sincerely apologize for the negative experience you had with our delivery service. We understand how frustrating it can be when things dont go as expected, and we deeply regret that we did not meet your expectations this time.
  
  The issues you experienced, are certainly not the standard of service we strive to provide. Please rest assured that we are taking your feedback seriously and are investigating the cause of these issues to ensure they dont happen again in the future.
  
  Having said that,  0051- ******** will be sent within these days, no later than this week. Keep in mind we are going through a high season, and times are taking a little bit more. 
  
  Your satisfaction is important to us, and we are committed to improving our service. If theres anything further we can do to rectify the situation, or if you require any assistance, please dont hesitate to reach out. We truly value your business and hope to restore your trust in our company.
  
  
  Once again, I apologize for any inconvenience this has caused, and we appreciate your patience and understanding.
  
  
  Please you can always reach us out at ******************************************** 

• Initial Complaint

  Date:08/13/2024

  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.

  By July 29th to July 31st I received several packages that were sent to Skybox for consolidation and shipping to **********. There was one package that they mentioned had some issues and required coordination (0051 - ********) I tried contacting them several times but the response was always that there was some issue with my address, even though all the other packages had the same address and those never needed that coordination. It's now been 2 FULL WEEKS since 0051 - ******** has been retained and I am not able to take any action on it. I have contacted several times about this and no one has been able to resolve this issue and they always say they have escalated the issue while I never get a response.There was another guide that was created for my packages (051-35827104, 0051-35829364, 0051-35829631, 0051-35830401) that were all consolidated in 0051 - ******** they charged me on August 5th beforehand USD ***** for Customs + USD ***** for Shipping. And allegedly started the transit process, by August 8th they said that the package was at the airport but never gave me a tracking number so I could follow up on that. There was no update and the package doesnt even seem like shipped on their page. Even though by now this package should be in ********** based on their timeline and the responses given by one of their representatives (who doesnt even makes sense when he speaks because the information he gives is misleading and not accurate)The business claimed that after I consolidated the packages (which I did on August 3rd) it would **** * to ****************************************** **********. This process has not been followed and the business is denying any responsibility and refusing to give me a solution by keeping my money, my information and my packages.

  

  Business Response

  Date: 09/04/2024

  Dear ******,

  
  I hope this message finds you well.

   

  
  I am writing to apologize for the delay in delivering your items. I understand the importance of timely delivery and recognize the inconvenience this delay has caused you. I want to inform that package 0051 - ******** was delivered on 08/21

  On the other hand, the one you are expecting 005135835588 was delivered today to our team in charge to flight it this week. 

  Thank you for your understanding and continued support. If you have any questions or concerns, please feel free to reach out to me directly.

   

• Initial Complaint

  Date:07/25/2024

  Type:Delivery 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.

  (Unprocessed Package and Unresolved Issue Despite Customer Support Contact)I am writing to file a formal complaint against Skybox due to their failure to process a package delivered to my UK mailbox and their inability to resolve the issue despite multiple contacts with their customer support.Details of the **************************** Suite: 720-164721 **** Order: Delivered on July 2nd, 2024 Tracking Number: Royal Mail: 32066796500058C330C74 Despite being delivered over three weeks ago, this package has not been processed by Skybox and does not appear in my account dashboard. This is unacceptable and has caused me significant inconvenience and ************** add to my confusion, another package (0051-35826957) delivered to the same mailbox on July 12th has already been processed and is visible in my account. I cannot understand why a package delivered later has been handled while an earlier one remains unprocessed.Attempts to Resolve:I have reached out to Skybox multiple times through their chat support. While they have acknowledged my issue, they have been unable to provide a resolution or a timeline for when the package will be processed. This lack of progress is extremely disappointing.Desired Resolution:I urge Skybox to immediately investigate and resolve this issue. I expect the following:Immediate processing of my package (32066796500058C330C74) and its appearance in my account dashboard.A clear explanation for the delay and the discrepancy in processing times between the two packages.A sincere apology for the inconvenience and frustration caused by this ongoing situation.I am a paying customer who expects reliable and efficient service. I hope that Skybox will take this complaint seriously and take swift action to rectify the situation.

  

  Business Response

  Date: 08/02/2024

  Dear customer,

   

  
  I hope this message finds you well. Im writing to apologize for not meeting the agreed-upon deadline for your tracking 32066796500058C330C74. I understand how important this was, and I regret any inconvenience this delay may have caused.

  
  Unfortunately, there has been a delay due to an error system issue and that is why you havent received this package. However, I have escalated the case to upper management for the team in charge to assign the package no later than next week.

   

  I want to share with you my direct contact as supervisor for us to keep in touch ********************************************

   

  
  Please know that I am taking steps to prevent such delays in the future. If there are any immediate concerns or adjustments needed in the meantime, please feel free to let me know.

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22043223
  
  

  Dear Supervisor,

  
  Thank you for your email explaining that my order is being processed. However, I still haven't received the package and I don't have a clear delivery date.
  Also, the problems with your website continue. I can't see my packages or their status on my UK dashboard, even though I've paid all fees. This makes it impossible for me to track my order.
  I understand that delays happen, but the lack of information and the ongoing website issues are frustrating.
  I will keep my complaint open until my package is delivered and the website is working properly.
  Please provide an update on my delivery and the website fix as soon as possible.

   

  Sincerely,

   

  ****** ******

  

  Business Response

  Date: 09/04/2024

  Hello ******,

   We understand the importance of timely delivery and sincerely apologize for any inconvenience this may cause
  
  For skybill 0051- ******** I can see in system it was delivered

  And 0051-35826957 it's ready for operation to flight this week. We expect your order to arrive within this and next week. We will keep you updated on any further changes and will notify you as soon as your order is on its way

   

  We are currently addressing the issue to ensure it doesnt happen again in the future. Your patience and understanding are greatly appreciated. If there is anything we can do to make up for the inconvenience, please let us know.

• Initial Complaint

  Date:06/13/2024

  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 filing a complaint against skybox because they still have a package of mine and have been refusing to resolve the issue and send my package and its tracking information. According to the records available to me on the skybox dashboard, this package has been there since March 22, 2024. Initially, there was trouble with the original company I purchased from, so it took some weeks for them to send me a proper invoice to attach to the shipment. However, from April 3, 2024 my package has been marked as further assistance needed and it is still showing has having NOT been delivered. So, I began communication with their support team, two individuals in particular: ***** and *****. ***** first informed me that the invoice was not accurate, even though I had sent him accurate copies of an official invoice multiple times. Then ***** told me the package contains damaged goods. I viewed the video footage, and all the goods were in fact in good condition. So, I requested the package be sent to me anyway. At that time, ***** informed me it would be sent to me. As of June 13, the package still has not been sent, and the company is ignoring my messages and refusing to resolve the issue. I have attached a write up with more detail. Just to reiterate, I want my package sent and the tracking number sent to me. If my package is not able to be delivered, I would like a refund of the following fees: $39.01 for freight for package 0051-35780720 $97.27 for customs for package 0051-35780720 I have attached proof of all fees, proof of the package not being cleared from my dashboard, and also all email communications, and chat communications between myself and ***** or ***** to resolve this matter. Once my package is in my hands safely, then of course I will be cancelling my skybox subscription permanently.

  

  Business Response

  Date: 06/24/2024

  Hello,

  
  I hope this message finds you well. I stand before you today with a sincere apology for the delay in delivering. I understand the inconvenience and frustration this may have caused, and I take full responsibility for the oversight.

  Keep in mind that your item was returned to our warehouse with tracking as further information was not provided 1Z3Y20X76785183659

  
  Please know that we are actively working to expedite the process and ensure that you receivey your package at the earliest possible time. Your satisfaction is of utmost importance to us, and we deeply regret any inconvenience this delay has caused.

  
  Your item will be delivered under *** tracking 1Z3Y20X76733211402 as its on its way as evidence attached.

   

  In case you have questions please reach me out *****************worldint,com

  Customer Answer

  Date: 06/26/2024

  Good afternoon, 

  So, I have finally been contacted by a supervisor and miraculously they are now getting my package sent out to me.  While that is the desired outcome, I want to make note of the malicious intent shown by the business in this.  Even the supervisors reply of "not providing the requested information" is false because I have proof that I did that in the messages I shared.  This business purposely has their site locked down with absolutely no way to contact anyone when there are issues.  They seem to enjoy having you at their mercy.  I also want to make note that before you reached out to them they sent me a series of emails taunting me as well.  I hope there is somewhere you all can make note of this and make that information available to the public.  

  I just wanted to update you.  Thank you so much for your help. Without you this would not be solved. 

  ************;

• Initial Complaint

  Date:01/18/2024

  Type:Delivery 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 a package via **** to business in November 17, package received . They emailed asking for receipts for the customs form. I attached receipts on 3 separate occasions. I also emailed asking for them to send me the customs form directly so i can fill out and resend. They have not responded to my 6emails as well as the 6 correspondence i submitted online. They have now showed that they have placed the package in storage and is looking to charge my elderly parents credit card

  

  Business Response

  Date: 01/26/2024

  Good afternoon,
  
  After doing the proper validation, client has been asked and reached to send the original invoice of the mentioned items in order for us to send it. Client sent a handwritten invoice that does not match with the total of items requested. 
  
  Important fact: It is way mandatory in ******************* the original invoice and client does not have it. 
  
  We can go ahead and create a Proforma Invoice, but we need first the invoice with the total items.

• Initial Complaint

  Date:09/13/2023

  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.

  Around July 20th I sent a package to the Skybox's storage center as part of its shipping services. The product was successfully shipped to ******** but was retained a customs till re- calculating the tax bill. ***** days later customs released the product around august the 23rd 2023. In spite of my authorization to pay the tax bill that was around $9 usd, the company charged my card with it but till this day ( 13/09/2023) they haven't delivered or shipped off my package. They rarely reply to my messages via email or their chat on the website.I need the company to deliver my package once and for all. And fullfil their responsibility.

  

  Business Response

  Date: 10/12/2023

  Dear ******

  We have received your requirement about the delivery of the skybill # ****-35683102. We inform the following:
  We verified with our partnership ************* about this delivery, and they confirmed the delivery with no issue, on 16th September at the address **********************************************, it was received at front desk. Attached the Proof of delivery with this confirmation.

  Regarding the communication with skybox, you can contact us on our live chat, Monday to Friday 09:00 06:00 EST, also in our webside *********************************************** section Contactenos.
  We hope this information will be useful, any other inquire we will be glad to attend it.

  
  Thanks 

  Customer Answer

  Date: 10/13/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/01/2023

  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 made a purchase of a product for a value of around ***** USD and sent it to one of the warehouses of Skybox.net s company which provides services for managing storage, cargo and shipping internationally. Furthermore once the package was received in their warehouse I made a payment two payments on July 7th for the amounts of $5.5 usd and $45.33 USD to cover the shipping costs and taxes of the package to the indicated destination address. This order was registered under the reference or order number: 0051-35682193. This was supposed to be a premium service with a delivery time frame not later than 7 days. ** tried to contact the company multiple times and they tried to discharged the responsability on a third party than provide them with transportation and delivery services although that company wasn't aware of the package neither gave any answers to my enquires. Therefore I have kept raising my complains and requests to the email address for customer support and service or **********************, Skynet which is contact@skyboxnet asking about the tracking number of the package or any update about the state of that delivery, unfortunately the company has ignored all my requests without reply. Additionally, I contacted them on the live chat support service that they have available at their website www.skybox.net only to find my requests to be ignored too ins spite of the support being active and online. Considering all the facts presented above I decided to scale this issue with the regulatory authorities such as BBB in order to leave a precedent about the poor actions with lack of transparency of this company and with the aim of getting my money back from them .

  

  Business Response

  Date: 08/23/2023

  As a responsible company, Skynet is committed to offer the best service as possible, and is our duty to inform that we have been in contact with ************ in several occasions,and is important to make clear the following instances:
  
  The package related to the ******* 0051-35682193 was received at our warehouse in ****** on 07/12/2023; and started it regular process to be send to final destination. Due to some technical issues at ******, package suffered a delay in the operational process and we were not able to ship this on time.
  
  Package was sent to our Warehouse in *****, in order to continue with the process and clear to be sent to ********, and this was received at our ***** location on 08/17/2023.  On the regular process, we started to clear the shipment and was manifested to be shipped to ******** on 08/23/2023.
  
  We would like to offer a sincere apology due to the caused delays in this matter, but we ensure, the shipment will arrive to ******** on 08/24/2023, and will be delivered to our customer.

  Customer Answer

  Date: 08/24/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/16/2023

  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.

  This was my first time utilizing skybox services to ship multiple packages to ***************** has the option to set pre alerts for packages you are expecting and offers to hold all packages until you are ready to consolidate all the packages into one big box. I ordered numerous items from multiple different places and provided all the invoices for the pre alerts. I expected the company to see that I have numerous things coming when I put all the pre alerts in and expected them to wait till all my packages were received to consolidate everything into one box and should've only gotten one delivery fee.Instead this company consolidated the first three packages I received without my permission and then proceeded to charge my card $314.67 without my permission to deliver the package.The price is based on the weight of the box but they overcharged because the box was light and contained a few things. After I contacted the business in numerous ways to try and avoid any other issues.No one ever answered the phone and I got someone to respond to an email days later.After explaining the situation I requested to wait till I received all my packages then consolidated everything together.She stated they cannot do anything with the already consolidated package and said that I should turn off my consolidation setting to stop my other packages from shipping before they all got there.The representative lied and gave me the wrong information.As soon as I turned the setting off I received on of the other packages a couple days later and the company completely ignored everything I told them and sent of one single item for the price of $112.51.They sent it and charged my card again without my permission.When I received my other packages they quoted me one price of $339.46 when I consolidated the packages then charged me $439.46 without my permission yet again. They also took a long time to deliver the package. I would like a complete or partial refund.

  

  Business Response

  Date: 08/02/2023

  As a responsible company, Skynet is committed to offer the best service as possible, and is our duty to inform that we have been in contact with our client several occasions, and is important to make clear the following instances:
  
  Taking into consideration all the provided information to the customer via Chat on May *********; we communicated that consolidation process works within *********** in a monthly basis, and the packages taken into consideration for this Consolidation are the ones that arrive to our Warehouse within this ***********.
  
  At the moment we received contact from our ******** (client), we noticed in the system that the Consolidation Option was ACTIVE, and on May 30th, 2023, was disabled, affecting the packages that will arrive after this date and were within the Frame Time for this consolidation.  After this situation was noticed, the customer manifests that she deactivated the Consolidation due to she did not want to have any inconvenience with the delivery, however, the ******** was expecting to have all her cargo consolidated, disregarding the conditions of the offered service, and is important to highlight that is not possible for us to consolidate packages that are outside this feature.
  
  Additional to this situation, ******** states that she was charged with $314.67 without authorization, and our **************** Team proceed to inform that the payment method that is registered at the moment of the Skybox Suite creation, will be used automatically to charge all pending charges to proceed with the corresponding shippings as per our Terms of Service, agreed at the moment of the Account *************** **************** then informs the ******** that this charge is divided into 2 different values associated to the corresponding ******* as follows:  Freight Value: $159.67; Customs Value: $155.00.  Those are the associated values to ******* 0051-35665074 which is ******* Mother for the consolidation of several packages as per the ********s request.
  
  According to the conversation via chat between **************** Agent and our ********, on the same day; ******** proceed to request that all the packages should be consolidated within her first box, and she is informed that to do this, is necessary that she activates from her Skybox Account the option Stop My Shipment, so we will be able to receive all the expected packages, proceed to consolidate and make 1 only shipment, and she is instructed on how to perform all these steps through her Skybox Profile; however, customer did not perform the recommended actions to stop her shipment as suggested, and our system detects that as long as all payments have been successful and there is no restriction to proceed with the shipment, we proceeded to ship the cargo according to the existent preferences on the ********s Account.
  
  Additionally,the customer asked for more information regarding how to calculate Freight and Customs values, and our CS Team informed all the procedure on how to use the Skybox Calculator, and also informs that she can use it to get information before she send any cargo on what will the approximate costs to be.  After this information provided, ******** ended the contact.
  
  Please feel free to reach us if you have any additional concern.

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20328713
  
  I am rejecting this response because: the business is absolutely out their kind of they believe that they are not over charging people and that they are in the right in this situation. They state that they told me that the consolidation is due in a certain time yet they completely lied cause they did the absolute opposite with all my stuff. I was instructed to turn it off so my other packages werent be shipped yet my s*** was still shipped without being consolidated yet they trying to blame me for Turing the setting off when I was instructed to do so. They say they been in contact with me several times yet disregarding everything I told them and fed me a pack of bs. They need to return all my money back or the business  needs to be shut down. This company is a pathetic embarrassment. 
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 08/23/2023

  As a responsible company, Skynet is committed to offer the best service as possible, and is our duty to inform that we have been in contact with Mrs.  in several occasions, and is important to make clear the following instances:
  
  Taking into consideration all the provided information to the customer via Chat on May *********; we communicated that consolidation process works within *********** in a monthly basis, and the packages taken into consideration for this Consolidation are the ones that arrive to our Warehouse within this ***********.
  
  At the moment we received contact from our ******** (client), we noticed in the system that the Consolidation Option was ACTIVE, and on May 30th, 2023, was disabled, affecting the packages that will arrive after this date and were within the Frame Time for this consolidation. After this situation was noticed, the customer manifests that she deactivated the Consolidation due to she did not want to have any inconvenience with the delivery, however, the ******** was expecting to have all her cargo consolidated, disregarding the conditions of the offered service, and is important to highlight that is not possible for us to consolidate packages that are outside this feature.
  
  Additional to this situation, ******** states that she was charged with $314.67 without authorization, and our **************** Team proceed to inform that the payment method that is registered at the moment of the Skybox Suite creation, will be used automatically to charge all pending charges to proceed with the corresponding shippings as per our Terms of Service, agreed at the moment of the Account *************** **************** then informs the ******** that this charge is divided into 2 different values associated to the corresponding ******* as follows:  Freight Value: $159.67; Customs Value:$155.00.  Those are the associated values to ******* 0051-35665074 which is ******* Mother for the consolidation of several packages as per the ********s request.
  
  According to the conversation via chat between **************** Agent and our ********, on the same day; ******** proceed to request that all the packages should be consolidated within her first box, and she is informed that to do this, is necessary that she activates from her Skybox Account the option Stop My Shipment, so we will be able to receive all the expected packages, proceed to consolidate and make 1 only shipment, and she is instructed on how to perform all these steps through her Skybox Profile; however, customer did not perform the recommended actions to stop her shipment as suggested, and our system detects that as long as all payments have been successful and there is no restriction to proceed with the shipment, we proceeded to ship the cargo according to the existent preferences on the ********s Account.
  
  Additionally,the customer asked for more information regarding how to calculate Freight and Customs values, and our CS Team informed all the procedure on how to use the Skybox Calculator, and also informs that she can use it to get information before she send any cargo on what will the approximate costs to be.  After this information provided, ******** ended the contact.
  
  Please feel free to reach us if you have any additional concern.

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20328713
  
  I am rejecting this response because: the company completely gave me wrong information. Every thing they stated are complete lies. They need to refund my money. What person with commoner sense will tell a customer to turn of notifications to ensure my packages dont get shipped without consolidating everything I put I am expecting why the next day would this incompetent business send my stuff off without permission. Why would common sense not let whoever I  sent numerous emails to put in my account that I have a special request. How is it legal for them to charge my card for straight bill s*** with out my permission. They need to be stopped. Its a crime to overcharge do simple shipping. I have gotten stuff shipped to me for literally $15 per consolidated box with another company, so how the h*** they charge over $1000 for three things which should have all been IN ONE BOX LIKE I TOLD THEM NUMEROUS TIMES. I literally followed all their orders on what to do to avoid any issues after the first stuff they shipped without my permission and overcharged me yet they still did not listen and COMPLETELY LIES TO BE AND IS LYING TO YOU. I WANT MY MONEY FOR THIS RUBISH. 

  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:02/23/2023

  Type:Delivery 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 the 29th of December 2022, I signed up for the services of Skybox, which states its value proposition: "SKYBOX is your solution to shop in **************** in all the stores without restrictions and save by paying one international shipment for all your packages." Given this service, I ordered several products in order to have them delivered to me in ********. In total, I ordered 5 packages (the packages receipts can be found attached), that arrived between the 4th-15th of January 2023 at the offices in Europe and ******* of the company. Since early January I have pursued ongoing communication with the company via email and through their webpage chat in order to find a way to be able to deliver the products to ********, asking them on several occasions to give me clear updates on how to proceed to do a grouping of the packages in ******* (3 of them), yet up until today this exercise has been unsuccessful and I keep receiving answers like "the option should appear available on the website to do so". When I tell them that this is not the case and they can proceed to carry out this task through my specification, they have not provided any clear answer. Thus, up until today, I do not know what would be the potential cost of sending this equipment and, what is more, I have not been able to receive it in over a month. At the same time, with the delivery made to Europe, their answer was that they would get a quote from different companies since this is a different type of delivery than what they normally manage. After around a week they told me that it would not be possible to send it to me, even though this restriction was never communicated beforehand and the website advertised that they can ship all types of packages. Due to these inefficiencies, I did not receive the packages by the time when I was needing them, implying personal hardship. I would like to receive the packages as soon as possible and also have compensation for bad service.Taking this into account

  

  Business Response

  Date: 04/12/2023

  Is our duty to inform that we have been in contact with *********************************** in several occasions, and is important to make clear the following instances:
  
  Our company, SkyBOX, is working continuously since **** and we have presence in 180 countries, and, as mentioned by our valued customer, it is possible to buy in any store and sed the acquired goods for us to receive, process and ship to the required destination.  Also, as per the terms on our contract it is stipulated that we follow all the customs and airlines rules and restrictions, taking in consideration what merchandise is legal in each of the countries we have presence.  As mentioned in the 5th clause of the contract between the customer and **********************:
  
  Article 5 - OBLIGATIONS OF THE CUSTOMER WITH RESPECT TO AIR CARRIAGE: a) LIABILITY: (i) The Customer is responsible for all violations of laws. The Customer agrees to abide by the applicable postal laws of the country of residence, **************************** (***) and the ******************* The Customer agrees not to ship or participate in the shipment, receipt and air transportation of illegal or restricted materials and/or substances, such as drugs, cash, dangerous goods (explosives, flammables, chemicals, firearms, live animals, losibles, plants and seeds, pornographic material, jewelry, drugs of any kind etc.), or any other type of prohibited item by the local customs authorities in the country of destination. It is the sole responsibility of the Customer to familiarize themselves with such restrictions prior to shipping through SkyBOX. SkyBOX shall not be liable for loss of goods resulting from customs confiscation. (ii)The Customer, through the service offered by **********************, shall be solely responsible for any violation of law. SkyBOX reserves the right not to ship and to refuse any item or merchandise that *** result in any detriment, damage or fine to SkyBOX. Certain goods *** require a license to *************** to export. Customer is responsible for arranging and delivering to SkyBOX all documents necessary to obtain any required license. In the event that ********************** does not receive the required documents and license to proceed with your shipment, ********************** will provide you with a notice indicating a maximum period of five (5) days to obtain the missing documents. If the documents and/or information are not received within the indicated period, the shipment will be held for a maximum of 60 days. After 60 days without receipt of the necessary documentation and/or information, such shipment will be subject to the terms of Clause 2. (iii) In addition, Customer authorizes ********************** to inspect, open and repack each package made available to it under this Agreement, releasing SkyBOX from any and all liability for any prejudice to SkyBOX from any additional requirements stated on the Air Waybill or required by **** law.
  
  Regarding the packages bought by our customer, only one that was acquired in ****** was not able to be shipped taking into account that contained Wine (alcoholic beverages restriction), and the Colombian laws specifies that only 3 items (bottles) are allowed by shipment and the airline reduces the amount to 2 units per shipment.  Mr. ****** bought 24 bottles of wine, and this leads to take a decision to split the cargo in 12 parts, increasing the total cost, and the customer is rejecting the new price offered by our company.
  
  Taking into account the delay in the delivery process, we offered the customer a credit as courtesy and also we assumed the freight fee of the shipped packages that were acquired by the customer in ***** and were entered to his suite under the tracking numbers 0051-35627468 and 0051-35627469, in 03/02/2023 and 03/08/2023 respectively, which were already received and also we have the corresponding Proof of Deliver (POD).
  
  In the same way, we offered the customer a free return of the boxes to the store, and this option was also rejected by the customer, which let us to have the only option to split the cargo in 12 different shipments, but this alternative has to be accepted by Mr. ****** in order to make the delivery effective.
  
  Please feel free to reach us if you have any additional concern.

• Initial Complaint

  Date:11/08/2022

  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.

  Hi!Skybox, a P.O. Box located in *****, **. has been delaying a delivery from the ** to ********. All the packages should've been consolidated into one single package since October 24th's week. No positive response from them, aside from telling me the package would be delivered over the weekend (two weeks ago).There is no phone number to call, and their chat service is delayed/unresponsive.

  

  Business Response

  Date: 11/21/2022

  

  
  
  

  
  

  
  
  

  Response to BBB (ID ********* To whom it may concern, good afternoon, In response to a complaint made by *******************************************************, dated 11/8/2022, we are responding and clarifying how was the process made on his shipment(s) to ********: The package enters our warehouse on 09/27, the client had a consolidation active on the system at that time: Meaning that all his packages should be shipped once he receive everything in our warehouse. ******************, does not want us to send the package, because he is waiting for more packages and he want for us to get all of them in order to ship all together to his address in ********. The system closes the consolidation by 10/16. The customer is contacted to stop this package in order for us to include it in the consolidation Our Booking Operator Dispatcher is asked on 10/17 to stop this package. Customer 3 packages were consolidated **************************,************* with AWB# ************ on 11/02. We charged and processed for shipment on 11/04. Package arrives in ******** on 11/07. Package is delivered on 11/08 without News by Pasar Express. Thank you and best regards,

  Customer Answer

  Date: 11/21/2022

   
  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.
  
  Sincerely,
  
  ***************************************