ComplaintsforShipBob

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 2 necklaces from ocean wave on June 22nd and was disappointed with the quality when I received them. I requested a return and sent them back on July 5th. I have still not received my refund. *** reached out via email and have been told that they received the items but they are undergoing the quarantine process and no time frame for refund being processed.

  

  Business response

  08/19/2024

  Hi there, we are looking into how we can help here, but we aren't the merchant who you bought the goods from. We are the fulfillment provider.

  Customer response

  08/21/2024

  The company I placed the complaint about is called ocean wave jewelry. Im not sure who shipbob is. 

  

  Business response

  09/05/2024

  Thanks for reaching out. We take all matters like this very seriously. We will reach out directly, thanks.

  Customer response

  09/06/2024

   
  Complaint: 22142248
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

• Initial Complaint

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ShipBob has made a series of overcharges on my account by altering services requested without notification or consent on my behalf, only for me to be made aware that these altered services have been rendered after the fact, and after they had already been billed to my account.After a dispute in which they shipped my merchandise in boxes significantly larger than appropriate/standard, and then charged me close to triple the normal shipping rate due the use of these comically large boxes, they convinced me to send them custom specified packaging materials to use instead. This would cost me more as I would already be paying for (the non-use of) their supplied materials, but it would still negate their ability to charge obscenely high prices due to oversized/inappropriate packaging of their choice, so I decided to purchase and send them these shipping materials so it may still cost me less in the long run, still at significant cost to myself, in good faith that they would use them as promised.After they received and accounted for all the materials sent to them, I did my due diligence and confirmed with them multiple times that everything was set for them to be used for the next batch of shipments, and there was nothing further necessary on my end. The next batch of shipments was, again, by surprise, still sent in ShipBobs ludicrously oversized packaging anyway, and I was overcharged practically 3x the normal rate once again. Not a single one of the 500 boxes or bubble bags I paid for and sent to them was used. They also started charging me for storage of these materials.They audited that batch of shipments, admitted fault and credited me for half of the overcharges. However 50% of their severe overcharges is still way too much for my small business to take on, and I should not be responsible for their mistakes. My customers are also angry as shipments remain on hold for the time being.ShipBob has caused irreparable damage to my reputation and finances.

  

  Business response

  05/14/2024

  We take all messages very seriously and are reaching out directly about Aural Pleasure Records.

  Customer response

  05/23/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  Hello, I recently received this message in regards to complaint ******** stating that it has been automatically closed. I would like to make sure that this complaint remains open for the time being.
  
  The business did reach out to me, as they said they would in their response to the complaint. However the issues have not been resolved as of yet. They told me to await further response "sometime next week" and it is for this reason that I had not yet updated this dispute as resolved or unresolved.
  
   I would like the complaint to be reopened and remain open until the business has taken the steps to fully resolved the aforementioned issues. Thank you, all the best,
  

  
  

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

  

  Business response

  06/03/2024

  We are replying directly, thanks.

  Customer response

  06/10/2024

   
  Complaint: 21706264
  
  I am rejecting this response because:
  They have not yet contacted me again as they stated they would, at the time of their most recently updated response. 
  Shipbob did contact me at the time I initially opened my complaint, however they told me I should recieve an update with further info (to paraphrase) probably sometime by the end of next week  - this was on 5/17, so presumably I should have had more info from them on the week ending on 5/24. 
  

  As of yet, I have not heard from them again and have not been notified of or proposed any potential resolution to the overcharges we previously discussed, therefore this complaint should remain open for the time being. 
  

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

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear ***/*****,I am compelled to file this formal complaint against ShipBob, Inc. due to their persistent failures and the lackluster response from their Senior Merchant Success Manager, *******************************. Despite my business's reliance on their services since 2018, the decline in service quality over the years has been alarming, culminating in considerable operational disruptions and financial losses.Significant incidents include erroneous daily billing for inventory not belonging to us and severe disruptions from their recent changes to payment methods. These issues alone have led to prolonged periods where our orders remained unshipped, causing extensive financial damage and damage to our reputation among customers.After expressing my dissatisfaction through a detailed email, ****************** reached out, promising to address these grievances and discuss potential compensation. Regrettably, subsequent communications have been deeply frustrating. Despite her assurances to resolve these issues and discuss compensation, ****************** has not only failed to offer any restitution but has also not responded to my follow-up email sent over a week ago. This disregard feels deliberate and highlights a lack of respect for the damage her company has caused to my business.I am extremely disappointed and angered by this blatant neglect and the apparent indifference to the financial and emotional strain their service failures have imposed on us. I urge the BBB to intervene and facilitate a dialogue with ShipBob. My business demands accountability and a serious commitment to rectifying these failures in a tangible way. I seek your assistance in ensuring that future customers do not experience similar disregard.I appreciate your prompt attention to this distressing matter and await your support in securing a fair resolution.

  

  Business response

  04/23/2024

  We are reaching out directly. Please remove the public reference to any employees, thank you.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had been using ShipBob to store and ship inventory for my small e-commerce business for about 5 months and it was just too expensive- storage fees and shipping fees were much higher than I expected. There were a few charges that I thought were inappropriate, but ShipBob usually credited my account back so it was more an annoyance than a problem. However, I decided I needed to cut costs so I had ShipBob ship all of my inventory to me at the end of February 2024. Even though they only shipped me 13 boxes, 12 of which were in the original boxes from *****, they charged me for 132 case picks. The inventory I received was also significantly different than what they supposedly spent so much time counting. After some back and forth with their Merchant Support folks, they agreed to "credit" my account for $100. The problem is, of course, that I no longer have inventory there and will no longer be using ShipBob and a credit is worthless to me. I asked for a refund, but they told me that they cannot refund me because it was less than $500.

  

  Business response

  03/12/2024

  We are reaching out directly to help understand more here and make sure you are taken care of.

  Customer response

  03/12/2024

   
  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

  12/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against ShipBob, a shipping and logistics company, due to a series of profoundly unsatisfactory experiences that have significantly impacted my small business.Issue 1: Incorrect Order Fulfillment ShipBob has repeatedly shipped orders with incorrect products, causing distress and dissatisfaction among my customers. This error in fulfilling orders has not only tarnished my business's reputation but also led to a loss of trust among my clientele.Issue 2: ********************* Whenever issues were raised, the customer service provided by ******************** was unhelpful. The standard response was a vague assurance of looking into the matter, but there was no follow-up or resolution provided, leaving the issues unaddressed.Issue 3: Delays in Unboxing and Processing There have been multiple instances of significant delays in unboxing and processing my products at ShipBob's warehouse. These delays have led to customers demanding refunds, resulting in a direct loss of sales and adversely affecting my business operations.Issue 4: Inconsistent and Unjustified Billing The most concerning issue has been the abrupt and substantial increase in shipping charges. During a recent period of increased order volume, ShipBob charged me 2-3 times more per shipment than the original agreed rates. Upon inquiry, their justification was that the initial charges were erroneously low. This has resulted in an additional charge of around $4,000 over two weeks, a substantial and unfair financial burden for my small business.These experiences reflect a lack of professionalism and reliability on ShipBobs part, directly harming my business.

  

  Business response

  12/07/2023

  Hi ***, can you please respond with the email associated with your account or your ******************** ID. We don't have records of your business according to your email provided on BBB, therefore we can't look into your claim.

• Initial Complaint

  11/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is 4rd time I send the inventory there ( 1st and 2nd inventory was going well) . 3rd time sending inventory, I got receiving error and I have got the compensation for the total cost product.1/9/2023 4rd time sending inventory (198 units = 33 packs x6 ). Again , receiving error, shipbob updated it only receive 32 units ( so should be 192 units). I have contact the customer service regarding this and they changed it from 32 to 21 packs = 126 units. 12 packs x 6 = 72 units missing??. I dont know what happened as it has ongoing orders for this inventory at that time.But i have contact customer service about the receiving unit error, and got compensate for 49 units. ( where is my 23 units compensate, but its okay, at least they refund back the cost of product ) 28/10/2023 (12:31) : when I checked the inventory for this item , it reduces AGAIN from ***** units (49)I already contact their customer service, they sent me a message that they will give me a refund for the lost of 49 units. But after a few days, they not giving me as they have refunded me on 27/9/2023.When I recheck again my inventory history, I do notice that, the PROBLEM is on picking error on 1/9/2023 (18:10 -18:56). 12 packs/ 72 units lost because of the picking error.I am so sick because of this. It gives me a headache because of their service. Multiple errors?? and i need to find alternative warehouse fulfilment soon.I need the refund for the lost unit!!

  

  Business response

  11/15/2023

  We are reaching out directly.

  Customer response

  11/21/2023

   
  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

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ShipBob lacks internal communication with its team, and because of its own lack of communication, it charges its customers for internal mistakes. For example, we were charged fees for their warehouse team to pick each individual item, when in reality, our boxes clearly state the number of units per box on each and every box. We therefore should not have been charged per-unit pick fees.Furthermore, ShipBob splits B2B Amazon orders up into many individual boxes, and the customer has no choice but to allow for these subdivisions (even though they are not required by Amazon). They then charge astronomical fees to prepare the individual shipments. This forced division of boxes is not stated anywhere on their fee schedule, and so therefore is a hidden fee. ShipBob is forcing its customers to pay unnecessary fees and also charging its customers for work that is the result of internal communication errors.

  

  Business response

  10/24/2023

  Hi ******, we will be following up directly.

  Customer response

  11/02/2023

   
  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

  05/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **** business days ok? NOW pls check the screenshot and check the time you send the money to my bank account.and pls calculate it's already 35 th day today.... and you say **** days now can you tell me the difference in how many days I patiently answered and still did not answer you rudely...if your company is legitimate?? so, why are they not doing anything to resolve my issue...since I started in this e-mail its date was Mar 26, 2023, and today's date is May 22, 2023

  

  Business response

  05/26/2023

  Reaching out directly to the merchant.

  Customer response

  06/04/2023

   
  Complaint: 20088422
  
  I am rejecting this response because: they thinking i am fool they just made a time pass and rolling me around again and again at same thing....
  
  Sincerely,
  
  *********************

  

  Business response

  06/06/2023

  We do not understand where the merchant is coming from. We reached out directly.

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has, and continues to fail to remedy issues that we bring to their attention. To the point that I am considering legal action for false advertising. Their software nor their service works period, and now has jeopardized my selling accounts. Here are the issues I have faced so far:Improper/Inadequate training that was paid for. It was abruptly concluded without our consent and prior to being ready. We requested more training but emails were ignored. They have incorrectly updated quantities to marketplaces for items we have no stock of. This has caused ** to have to cancel many orders. For the first time in ten years our accounts are at jeopardy of suspension. They have also failed to update marketplaces w/ quantities for items that we do have stock of, causing items to go unsold for over 6 months due to their system. They refused to compensate us for this.During on-boarding we were told our expiration dates would be tracked, but they're not. Now they will charge us for something we could have provided from the beginning if we were aware.They never trained us on how to send inventory to Amazon and as a result tried to bill ** over $3k to send a single shipment because it was not done properly. Also, every shipment of this nature has taken them over a month to just leave their facility, citing reasons like "they cannot print the shipping labels"They have repeatedly needed things from us to complete certain task, but fail to let us know even after contacting support.Our inventory storage fees have increased every month despite selling through items and NOT sending them anymore inventory. Many orders have been shipped late, and instead of reimbursing us for them, they make us track them down and report them.We requested to be reimbursed for the fees we paid to store inventory that they did not properly push to the marketplaces for sale, and they denied it despite the problem being their software.I wish I had more characters to keep going...

  

  Business response

  05/12/2023

  We are reaching out directly right now.

  Customer response

  05/18/2023

   
  Complaint: 20051958
  
  I am rejecting this response because: As I have come to expect from this firm, nothing was followed up on as stated. I am guessing they were just hoping it would go away. Honestly, at least make an effort.
  

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

  

  Business response

  05/18/2023

  Following up directly, as we believe initially happened, thanks.

  Customer response

  05/24/2023

   
  Complaint: 20051958
  
  I am rejecting this response because I still have no record of the business making any attempt to reach out to me. I have no emails or voicemails from anyone within this organization related to this complaint. I truly believe they have not made an effort to reach me about the issues I am having.
  
  Sincerely,
  
  *******************

  

  Business response

  05/26/2023

  We have been emailing you for weeks and credited your account awhile ago. Can you please re-send your email address for us to verify again?

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We initially onboarded them well, but now they're answering every issue we have with huge delays and can't get anything done if there's an issue with our stock or account settings. For example, we would like to change some automation rules for ** and ***********, support has been relaying our emails to "tech support" and back to us. But the level of incompetence of standard support (they're somewhere in *****) is staggering. They literally don't know the product and many of the website's functions.

  

  Business response

  04/27/2023

  We take all issues very seriously. Thank for for raising this. We are reaching out directly.

*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. ↩