Complaints

• Initial Complaint

  02/16/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Zendrop has charged me $49 both in January and February and I dont know why or how. I have ZERO products connected, I unsubscribed, I uninstalled zendrop from my store, AND erased record of my card information. After all of that, I am STILL getting charged. I have tried to reach out to get a a refund for both months and help on how to get zendrop to stop charging me, but I get a response from an AI bot to contact customer service. I try to chat what them, which is the only way available to talk to a real human, and I sit on the page for hours and nobody comes to help.

• Initial Complaint

  02/11/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am filing a formal complaint against Zendrop for misleading advertising and unfair business practices regarding their refund policy. I recently signed up for Zendrop under the impression that I could "cancel or downgrade anytime," as advertised on their website. However, when I requested a refund just days after subscribingwithout even using the serviceI was denied, citing a rigid and undisclosed five-day refund policy. This policy was not clearly stated at checkout, leading me to believe I had more flexibility in canceling my subscription.Zendrops practices amount to a classic bait-and-switch. They lure customers in with misleading promises of flexibility, only to later refuse refunds by enforcing a policy that was never transparently communicated upfront. Their refund policy is buried in their terms and not presented in a clear, consumer-friendly manner. If they truly stood behind their service, they wouldnt need to trap customers into non-refundable subscriptions with deceptive wording.When I reached out to their customer service, I was met with unhelpful, robotic responses that repeatedly stated they "must adhere to the policy," with no willingness to acknowledge their misleading advertising. Furthermore, Zendrop does not offer phone support, making it nearly impossible to have a real conversation about resolving the issue. Their lack of transparency and refusal to engage meaningfully with customers reflects a business model designed to extract payments unfairly rather than provide genuine value.I am requesting a full refund, as I did not use the service and was misled by Zendrops advertising. Additionally, I ask the BBB to take action in holding Zendrop accountable for their deceptive business practices.Thank you for your time and assistance in addressing this matter. I look forward to your response.Sincerely,**** *******

  Customer response

  02/11/2025

  I am adding the receipt and invoice that I had received after repeated follow **** I have not received my refund yet.

  Business response

  02/25/2025

  Dear Better Business Bureau,
  
  We are reaching out in response to the complaint submitted by the user regarding their refund request for a Zendrop subscription. We would like to provide full context regarding this matter, as the complaint contains misrepresentations of Zendrops policies and customer interactions.
  
  1. Full Conversation Context & Conduct Toward Support Staff
  
  The customer has provided an incomplete version of the conversation in their complaint. To ensure full transparency, we have enclosed the entire conversation thread for review.
  Throughout this exchange, our support team remained professional, transparent, and responsive, addressing **** Justines inquiries multiple times. However, the customer repeatedly disregarded the explanations provided and used inappropriate language toward our team members, including accusations of scamming and personal attacks. Despite this, our representatives maintained professionalism and continued assisting them.
  
  2. Zendrops Refund Policy Clearly Stated at Signup
  
  Zendrops refund policy is not hidden and is publicly available in multiple locations:
  Refund, Replacement, and Return Policy: ****************************************************************************************************
  Terms and Conditions: *****************************************************************
  As outlined in our policy, refunds for subscription charges are only eligible if requested within five (5) days of the charge and if no order credits have been used. These terms are presented at the time of signup, and customers agree to them when subscribing. The complainants refund request was submitted 16 days after the charge, well beyond the refund eligibility window.
  
  3. No Evidence of Misleading Advertising
  
  **** ******* claims they were misled by Zendrops "cancel or downgrade anytime" phrasing. However, this does not mean that past payments are refundable at any timeit means that customers are not locked into long-term contracts and can prevent future charges by canceling. This is a standard subscription model used across various SaaS platforms.
  Additionally, Zendrop does not "trap" users into subscriptionswe provide clear refund policies upfront and allow users to manage their subscriptions freely from their account settings.
  
  4. No Denial of Service Subscription Was Active
  
  The complainant claims Zendrop did not provide a service and should issue a refund. However:
  a. Their subscription was active and fully functional during this period.
  b. They had full access to Zendrops tools, product sourcing, and fulfillment features.
  c. They made a voluntary decision not to use the service, which does not entitle them to a refund.
  
  Just like other subscription-based services (e.g., *******, SaaS platforms, and memberships), refunds are not issued simply because a customer chooses not to use the service.
  
  5. **************** & Escalation Requests
  
  Zendrops support team is available 24/7 via live chat and email, which ensures prompt responses. The complainant was repeatedly assisted by multiple agents, including a senior manager, and their request was escalated and reviewed by our billing team. The claim that Zendrop "refused to engage meaningfully" is inaccuratewe provided detailed responses, but the customer was unwilling to accept the policy.
  Furthermore, Zendrop does not offer phone support, which is clearly stated in our help center. Many online service providers prioritize chat and email support to provide efficient, documented responses.
  
  Final Position
  
  a. Customer's  refund request was made well beyond the stated refund eligibility period.
  b. Our policies were clearly disclosed at the time of subscription.
  c. Our team handled this request professionally, despite the customers inappropriate language.
  d. ********************** is committed to fair and transparent business practices.
  
  For these reasons, we stand by our refund policy and our decision to decline the refund request. However, we are happy to provide any additional information the BBB may require for further review.
  Thank you for your time and consideration.
  
  Best regards,
  Zendrop Team
  

• Initial Complaint

  12/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  $2500 in total transactions sent to Zendrop in the last month since November 18th. They promised a refund, then they blocked me on all socials, whatsapp and downgraded my plan on their website.

  Business response

  02/25/2025

  Dear Better Business Bureau,
  
  We are reaching out in response to the complaint submitted by the customer regarding their complaints about the usage of services from Zendrop. 
  
  We have searched for the associated email give in our system and were not able to locate this customer. We have shared the details and proof of the search results from our: 
  
  a. Internal Admin Tool: Indicating that the user does not exist within our system. 
  b. Our Support Tool: No response indicates that the user has not reached out to us in relation to any of the charges or any communication whatsoever. 
  c. Our Payment Gateway: Indicating that no transaction has happened between the user and **********************. 
  
  It might be that the user was mistaken and directed these funds to any other entity that is not Zendrop. Happy to clarify or provide further details if required. Thank you for your time and consideration.
  
  Best regards,
  Zendrop Team

• Initial Complaint

  11/26/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Our experience with Zendrop has been extremely disappointing and has severely impacted our small business. While they offer refunds when we need to refund customers (which is appreciated), this policy doesnt compensate for the overwhelming number of issues weve faced.Unhappy Customers: We've had a significant number of orders returned to sender due to Zendrop's failure to meet delivery deadlines, resulting in refunds for nearly a third of our orders.Incompetent Support: Their customer service is slow, often incompetent, and rarely helpful. Resolving issues requires constant follow-ups, leaving us frustrated and without timely answers.Lack of Communication: Zendrop provides no proactive updates on order statuses, delays, or issues. We only learn about problems when we take the initiative to reach out, which is a constant annoyance and wastes valuable time.Sudden Price Increases: Products have seen sudden, unexplained cost hikes, making it difficult to maintain profit margins or offer competitive pricing.Constant Refunds: While refunds are a plus, it's not a real advantage when their fulfillment failures make them necessary so often.Zendrops selection, especially with U.S.-based suppliers, is limited, and their products are overpriced, with unreasonably high shipping costs. The lack of variety and inflated pricing makes it nearly impossible to deliver value to customers. For a platform that promises convenience and quality, Zendrop falls far short of expectations.Their unreliable fulfillment, poor communication, and service failures have cost us money and eroded customer trust. As a small business, this has been devastating. We cannot recommend Zendrop and are transitioning to a new supplier to prevent further damage to our brand.

• Initial Complaint

  10/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Refund Request for Zendrop Subscription I am requesting a refund of $190 to be issued via direct deposit. I subscribed to Zendrop through my ******* store, Your Needa At Home (*******************), in January, paying for a full-year subscription. I intended to use the service to dropship products from ******* and AliExpress, as advertised by Zendrop. However, I was unable to start using the platform until June, when my team was ready.Upon reaching out to Zendrop, I was informed that they were experiencing technical issues and that I could not dropship from ******* or AliExpress. Instead, I was only allowed to dropship the limited selection of products Zendrop made available on their platform. Despite waiting for several months, the issue was never *********** of now, we are nearing the end of the year, and I still have not been able to use Zendrop for the purpose I initially purchased it for. In my experience, Zendrops advertisement was misleading, as they promoted dropshipping from major platforms, but in reality, their service only allows dropshipping from a restricted selection of products they choose.I need my $190 refunded via direct deposit as soon as possible. My phone number is ************. If I do not receive the refund promptly, I will be filing a fraud report with the *** and pursuing further action.Thank you for your immediate attention to this matter.

  Business response

  11/12/2024

  --------- Forwarded message ---------
  From: Info Info <*****************************************************************>
  Date: Tue, Nov 12, 2024 at 3:42 PM
  Subject: Fwd: You have a New Message from BBB Serving Southeast Florida & the Caribbean, Consumer Complaint #********
  To: Cee Cee M. <********************************************************************>
  
  
  
  
  

  ---------- Forwarded message ---------
  From: Zenbot from Zendrop <**********************************************************************************************************>
  Date: Tue, Nov 12, 2024 at 10:19 AM
  Subject: Re: You have a New Message from BBB Serving ***************** & the Caribbean, Consumer Complaint #********
  To: <************************************************************************************************************>
  

  
  
  

  Hi Tawidi, I understand you've received a notification about a BBB consumer complaint against Zendrop. While I don't have specific information about how to respond to a BBB consumer complaint notification or access complaint details, I can provide some general guidance that may be helpful in this situation. At Zendrop, we take customer complaints seriously and aim to address them promptly and effectively. When dealing with a BBB complaint, it's important to review the specific issue carefully and gather all relevant information before responding. We typically recommend being proactive in communication with customers. Reaching out first, especially when there are issues, can make a significant difference in customer satisfaction. Fast response times are also crucial when customers contact us. Resolving issues quickly helps diffuse frustration and improves the customer experience. To better assist you with this specific BBB complaint, could you provide more details about the nature of the complaint and any communication you've had with the customer so far? This information will help us guide you on the best course of action. This answer was composed by Zenbot, Zendrop's AI Agent using the information below: Terms and Conditions Navigate COVID-19 as a Dropshipping Entrepreneur Did that help? That helped Wait for the team You can also reply directly to this email with your feedback or additional questions.

  Zenbot

  Customer response

  11/13/2024

   
  Complaint: 22433942
  
  I am rejecting this response because:

  YOU TOOK MONEY WITH PROVIDING THE SERVICE. I FILED COMPLAINT AND ONE OF YOUR **** REACHED OUT REQUESTING TO REFUND MY MONEY BACK IN MY ACCOUNT. ITS BEEN A MONTH AND I HAVNT RECEIVED MY MONEY BACK YET. ATTACHED ARE THE EMAILS

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

  Business response

  12/04/2024

  --------- Forwarded message ---------
  From: Info Info <*****************************************************************>
  Date: Wed, Dec 4, 2024 at 3:07 PM
  Subject: Fwd: You have a New Message from BBB Serving Southeast Florida & the Caribbean, Consumer Complaint #********
  To: Cee Cee M. <********************************************************************>
  
  
  

  
  
  

  ---------- Forwarded message ---------
  From: Zenbot from Zendrop <**********************************************************************************************************>
  Date: Mon, Dec 2, 2024 at 9:20 AM
  Subject: Re: You have a New Message from BBB Serving ***************** & the *********, Consumer Complaint #********
  To: <************************************************************************************************************>
  

  
  
  

  Hi Better, I apologize, but I don't have any specific information about a BBB message regarding Consumer Complaint #********. However, I can guide you on how to check for messages in your Zendrop account. To access your messages, you can use the in-app messenger in your Zendrop account. Here's how: Log in to your Zendrop account. Look for the messenger icon in the app interface. Click on the "Messages" tab to view all your conversations, including open and closed ones. If you're having trouble seeing the messenger icon, it might be due to ad blockers or browser extensions. Try these steps: Temporarily disable your ad blocker for the Zendrop site. Check and manage other browser extensions that might interfere. Clear your browser's cache and cookies. Ensure your browser and extensions are up-to-date. If you still can't find the message, please contact our Customer Success Team through the in-app messenger for further assistance. This answer was composed by Zenbot, Zendrop's AI Agent using the information below: Does Zendrop Send Order Notification Messages to My Customers? Why Is the In-App Messenger Icon Not Visible in My Zendrop Account? Module 3: Contacting Zendrop Support Did that help? That helped Wait for the team You can also reply directly to this email with your feedback or additional questions. Zenbot

  

  
  

  
  --
  

  Your BBB **************** Specialist
  

   

  Better Business Bureau Serving ***************** and the Caribbean

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

  p: ************

  ************************************************************************************************************
  ************************    Start With Trust

  
  

   

  
  
  

*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. ↩