ComplaintsforStackry, LLC

• Initial Complaint

  09/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I've had two packages sent to Stackry for package forwarding services to EU. They contained air rifle slugs, which per both US and local government regulation, as well as Stackry's own corporate rules, are not prohibited items. Stackry refused to forward them, claiming they are "bullets". After pointing the error out to them multiple times, without them budging, i asked for proof of them being "bullets". They sent me the photos of the items clearly labeling them as airgun slugs, and wrote the following: "Also, please reference our prohibited items page, found here. On this page, we outline all of the types of items that are prohibited from being sent by Stackry. We do not only prohibit items that are restricted from being exported by the US government, these our our own company prohibitions. Please note that the packaging on the items in the photo deems them to be slugs. The definition of a slug is found here as defined by Miriam Webster Dictionary. I understand that these are not technically bullets used in firearms, but we are in the business of shipping, not experts on firearms, guns or firearm/gun accessories, which is exactly why we cannot decipher between the variations between a bullets and slugs. If we make the wrong decision, we risk our ability to ship, so we air the side of caution." I have asked them to destroy the items, as they themselves suggested, with proof of destruction (video or photo). They refused to provide any kind of proof of destruction and claimed their word should be enough. They also offered to send the items back to the sender ONLY if i get a paid shipping label from the sender AND pay them an extra fee. To summarize, they're holding my items hostage, making rules up on the fly, and are offering them keeping the items for themselves (theft) or paying up more money to return them as the options. They are not fit to do the business they advertise.

  Business response

  09/25/2023

  Dear ****,
  I see that you have quoted a piece of an email between yourself and our customer service team, but you left out one key piece of information in that email, I'll copy and paste the response in its entirety here here:

  I am very sorry for the delayed responses, as Maya mentioned, we were very busy; typically our client support is faster than this and for that we apologize profusely.  I am also sorry that we cannot ship these items to you. I have attached photos of each item in your package.  Also, please reference our prohibited items page, found here *********************************************. On this page, we outline all of the types of items that are prohibited from being sent by Stackry.  We do not only prohibit items that are restricted from being exported by the US government, these our our own company prohibitions. 
   
  Please note that the packaging on the items in the photo deems them to be slugs.  The definition of a slug is found here ********************************************************** as defined by Miriam Webster Dictionary.  I understand that these are not technically bullets used in firearms, but we are in the business of shipping, not experts on firearms, guns or firearm/gun accessories, which is exactly why we cannot decipher between the variations between a bullets and slugs.  If we make the wrong decision, we risk our ability to ship, so we air the side of caution.
   
  I am again sorry for the confusion, and we can help you by returning the items to the original retailer.  Most retailers will provide you with a return shipping label, and we typically charge $7.50 for the application of said label.  I can certainly waive that fee if you can provide us with a return shipping label. If you'd like us to destroy the package, we can also do that.  Please advise on how you'd like us to proceed and again, I am sorry about all of this.

  Please note that in the last paragraph that you left out of your complaint, we have offered to waive our fees for the return, we have apologized for the confusion around the terms bullets and slugs.  I am here to apologize again, but we cannot ship these items for you and have offered you solutions for return and destruction of the items.  Again, unfortunately we do not have the ability do send video evidence of the destruction.  We would like to help you and are not trying to hold your items hostage as you stated.  

  Customer response

  09/26/2023

  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint.

  If the business meant the part of the email where they waived the fee after my repeated inquiries, that's completely irrelevant to the issue at hand and amounts to damage control.
  All the points still remain:
  - the business is incompetent at performing the business you advertise
  - the business does not respond in timely manner
  - the business interprets its own rules and terms in a completely arbitrary manner - if they cannot make sense of them themselves, how is the customer going to?
  - the business does not adhere to legal export and shipping regulation and instead invetnts their own - meaning there is no recourse or higher instance to refer to or arbiter
  - all of this is not transparent ahead of time, incurring extra costs to customers  

  If the business meant some other part of the mentioned email (for the record, all the included PDFs contain entire emails, and no part of the email messages has been redacted or omitted), please indicate which one in a more clear and succint manner.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  09/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've been a Stackry customer for a long time and am so disappointed and frustrated with their slow response times and extremely irrational decision-making proccesses. I asked for my package's storage to be extended BEFORE the disposal date, but since Stackry refuses to answer customer emails in a timely manner my package was disposed of even though I asked for an extension before they said they would dispose of my parcel. Customer service is unapologetic, rude, vague and difficult to deal with. I'm extremely disappointed and would hope that a resolution can come to this as this is completely unfair on Stackry's part, I have dated emails with all of the proof.

  Business response

  09/07/2023

  Hi there,
  First, I want to apologize for your package being disposed of and for the lack of empathy in the response that you received from our customer service. That will be addressed as that is not the type of service that we aim to provide.  I understand that the situation is frustrating, and I am again so sorry your package was disposed.  Looking at the chain of events, this is what I can see.

  On July 29, you requested to extend the storage of your package and Amanda offered an extension until Aug 31
  We received an email requesting another extension of storage on Aug 30 09:52 pm EST our hours of operation are from 9 am to 4 pm EST Monday through Friday

  We try to reply to email inquiries within 24-48 business hours and unfortunately because your email came through late in the evening on Thursday, Aug 30, we were not able to answer it that next day on Friday, Aug 31 which was the day that it was disposed.  I am so sorry about the unfortunate timing of all of this, but please note we had already held your package for the full standard 60 days as well as an additional 30 days.  Once items are pulled for disposal past the standard 60 day storage time, they are disposed of immediately.  

  I am again, unbelievably sorry about this and hope that you can understand that if there was anything we could do to get it back, we would.  Please accept my sincerest apologies.

   

  Customer response

  09/07/2023

   
  ********** ********
  
  I do not accept the business's response as a resolution to my complaint because: an apology just isn’t enough, it is meaningless and doesn’t help me at all. I asked that if you couldn’t retrieve my package you should close my account and you haven’t done that. I am deeply uncomfortable with Stackry’s general lack of accountability— if you don’t want people to extend storage times then don’t let them. Please close my account and let us both move on.
  Sincerely,
  
  **** ****

  Business response

  09/13/2023

  Date Sent: 9/8/2023 11:51:31 AM
  Hi there,
  
  I am very sorry for the loss again, if there was something that I could do to retrieve your items, I would.  
  
  I have done what you asked and closed your account.  Stackry is very sorry to have lost you as a valued customer.
  
   

• Initial Complaint

  06/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had a package delivered on June 1st and signed for by "Miller" that it was delivered to at their address and my account account address included. Stackry claims that the package was never delivered to them. Despite me sending them the confirmation of the order and the UPS receipt that shows it was delivered and signed for at the Stackry address, they insist that they never received it even though UPS assures me that they did and has proof of the delivery. Stackry then told me to open an investigation with UPS, so I did and it was closed as UPS proved it was delivered. Stackry lost the 140$ package or it was stolen at the warehouse and they refuse to accept responsibility and credit my stackry account in anyway despite the fact there is tons of proof it was delivered and UPS sides with me.

  Business response

  06/27/2023

  Hi *****,

  I am so sorry that this has happened, I have looked back through the communications that you have had with customer service, as well as the logs in which we keep when we research an incident such as this and everything that I see here shows that we did a very thorough investigation that resulted in the declaration that your package was not received into our warehouse.  I understand that UPS has said that it was, and that they concluded that the package was delivered properly, however we have been in business and receiving packages from carriers including UPS for over 10 years, and they make mistakes in their deliveries a lot more than you would expect.  We receive thousands of packages in our warehouse each day and in some cases an incoming package will show delivered to our facility, when in actuality it was delivered elsewhere.  We have done the following to ensure that we did not mishandle your package:

  --we did a check of all incoming packages that day, we document each items incoming tracking number as well as other unique identifiers for each package to ensure everything gets sent to the proper locker.  We have no items that were received that day that came in with the tracking number that you provided.

  --our warehouse is located in a complex with multiple units.  We went to each unit in our complex to see if any packages had been delivered  in error on or around that day.  There were not.

  --I just took the search to the final level, which is to check all remaining packages in our warehouse that were received that day, to ensure an error in the above two searches did not occur. Still no luck.

  Because we have gone through the above measures, I can say for certainty that we did not receive the package.  I am so very sorry that UPS is stating otherwise, but maybe it would be possible to take this as well as the UPS finding to the retailer and they will refund or reship the items for you.  Please know that we do everything we can to ensure that our customers have the best experience possible, and I am so sorry that in this case there is nothing more that I can do. I hope that this unfortunate incident does not make you think differently about using our company for your international shipping needs.

  Customer response

  06/28/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: The consumer did not provide BBB with the reason they did not accept the business's resolution to their complaint.  
  Sincerely,
  
  ***** ************

• Initial Complaint

  03/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 2 pairs of Chuck Taylor shoes from Converse USA. They shipped the parcel via UPS to Stackry who were then supposed to forward the package to me in Canada since Converse wouldn't deliver directly to Canada. UPS delivered the package to Stackry and has the signature of an employee named "Miller" that it was delivered to at their address. Stackry however, claims that the package was never delivered to them as they did not scan it into their system. Despite me sending them the confirmation of the order from Converse, and the UPS receipt that shows it was delivered and signed for at the Stackry address, they insist that they never received it even though UPS assures me that they did. Their only advice was to start a claim with UPS, however, UPS was able to confirm the delivery to their address. They refuse to do anything about it despite the fact that the parcel was either stolen or lost while in their care.

  Business response

  03/13/2023

  Hi ********,

  I am so sorry for the very difficult situation that this issue has put you in.  I have read back through all of the notes surrounding your initial inquiry.  I can see that Sarah started an internal trace that goes through multiple levels of administration to ensure that we've done a thorough search and research.  I looked through the research that was done and am confident in the fact that we did not physically receive your package.  We receive thousands of packages per day; we scan and check each package in on the day of it's arrival; I can say with absolute certainty that this package was not received or scanned into our facility.  The package does show delivery to our dock and is signed for by someone in our facility, however we find very regularly that items with this same situation (showing delivered to us), get delivered to other locations in our town, or more likely other companies in our building complex.  In addition to internal research, our receiving team physically went and checked several of the known locations where our packages get mis-delivered regularly and those locations did not have your package either. I am so sorry that you have been put into this difficult situation, however if we had received your package and mis-handled it, we would take accountability.  I am not sure what else we can do to assist.  UPS made the mistake here and Converse needs to make them take accountability for it.  If there is anything we can do to assist please let me know.  You can have Converse reach out to our client support and we can do everything possible to prove we did not receive this package. 

   

  Customer response

  03/13/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because:

  It does not make any rational sense. You replied "The package does show delivery to our dock and is signed for by someone in our facility, however we find very regularly that items with this same situation (showing delivered to us), get delivered to other locations in our town, or more likely other companies in our building complex." This means you acknowledge receipt of my package as someone at your facility signed for it, and then you go on to claim that basically even though you signed for it, you do not have it. If you sign for it, then you have now accepted responsibility for the package. What happens to it after its been signed for is completely your company's responsibility. That's literally the whole point for UPS's signature confirmation service. You have stated that it was signed for by someone at your receiving dock; if it had been signed by some unknown person, your claim that it ended up somewhere else in your complex would make sense. But you as well as your employee Sarah have confirmed that the signatory, "Miller" works at Stackry in receiving. If this is somehow something that happens regularly as you state, then your whole procedure for receiving packages needs to be audited and improved so that customers who use your service are protected from loss. You can't sign for a package and then claim that because you receive thousands of packages a day, these packages your receiver has accepted responsibility for regularly somehow find their way to neighboring businesses around your city. In effect, you are saying that it's not safe to entrust  parcels to you because once you've signed for them you have no way of tracking them or being accountable for them. As a company whose sole purpose is to receive and forward packages this is grossly incompetent service and defies explanation. 
  
  Sincerely,
  
  ******** ****

  Business response

  03/14/2023

  I completely understand your point as well as your frustration and this is a complicated issue to fully understand.  The receiving process at our facility is extremely complex and thorough for this exact reason--we must rely on our internal checks and balances to ensure we know exactly what we have received because the data from the delivery carriers simply stated, is unreliable due to the large number of packages received every day. It is because of these checks and balances that we've put into place after many years in the business that I can assure you we do not have, and never did have your package, this is a carrier error.  I again apologize for the difficult place that this puts you in, but we cannot be held responsible for a package that we never received.

  Customer response

  03/16/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: As complex as your receiving process may be, the entire purpose of having your receiving department sign for packages is to accept responsibility for them. If as you say, it happens not uncommonly, that UPS has you sign for packages that you don't actually receive, then it would seem your company should make an effort to rectify this situation with UPS so that it doesn't continue to occur. That problem rests between you and UPS, not Converse and myself. As you are aware, Converse had already informed me that the signed delivery form means that they are under no obligation to look into this problem as Stackry signed for the package. Stackry is solely in the business of receiving and forwarding packages, so if your system for receiving packages is flawed, which it obviously is since this sort of situation happens, then it would seem incumbent upon you to figure out why this happens to prevent it from happening again, so customers like myself are not stuck in limbo, without our packages and losing our money. 
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is in regards to three packages under the account under my email address ***************************.com. Over a month ago I have created my account with Stackry after reading the overwhelming amount of positive reviews. I've decided to use them for my side-hassle of reselling old servers I could find people selling all over. Now, being quite a busy person with little room to spare at my house it was a given to use a reshipping service to handle my package receiving / forwarding. Everything went fine, I received a total amount of 4 packages into my account and got one shipped out after a sale on eBay. The said package is still in transit but I am certain there won't be any issues in regards to it. I received another sale a few days ago by a person under the name Nick. I set the package to ship, paid for shipping and waited for 24 hours as was the case with the other package. Now low and behold I received an email from stackry demanding some certain security measures - I didn't think anything of this really and just sent them what they requested, an ID front and back and a selfie with it. Few hours after sending in the required documentation I received an email that they will be closing my account and returning the packages in it to the retailers. Okay, STOP. 1.) Why are you closing my account I provided everything you requested and offered to provide more, from ebay proofs of sales to bank account statements. 2.) They were going to ship back the packages I bought to the "retailers" - except I NEVER got these from any retailers from eBay to craigslist these packages came from individuals and there was no way I would ever see my money again if they were to return it to them. Now Stackry is refusing to let my packages go through and insist on sending them back to the people I already paid leaving me out thousands of dollars! Please help!

  Business response

  07/18/2022

  
  Hi *******,
  This security check was initiated  because of the reason outlined below.  Since we are an international shipping company, red flags are raised when a customer is based in the United States and is shipping very expensive items to other freight forwarders within the US.   Also the phone numbers from the shippers address on all of your packages are numbers that are “no longer in service”.   
  
  Hopefully you can provide some light into the questions below, as they weren’t answered in your talks between our security department and yourself.
  
  Why are you using our services within the United States, when you live in Florida and can have products easily shipped to you directly?
  Why are you shipping to another US freight forwarder and not directly to that freight forwarder? 
  We've received no proof of purchase.  I understand you bought these directly from individuals.  As mentioned before, the phone numbers these were sent to us by, all have non-working phone numbers in Texas.  Is there a reason for this?    Have you been in contact with them for returns?  If purchased on eBay, they have a return policy that you can easily send these back on. 
  
  We currently have your 3 packages here and are happy to return them to the sellers if you can provide the shipping labels.  With the information that we have at this time, it our policy to not ship the items, but to return to sender if at all possible.
  
  Looking forward to hearing back. 

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The date of the transaction is April 7, 2022. I have dealt previously with Stackry and was not very impressed with the amount they Charge to send out a parcel that is usually much lighter than they claim it to be, and use horrific carrier companies such as *** and ***** who charge False cooked up duty Fees. These 2 carrier companies have been known to claim fake Duty charges to their customers. The only reason I made this last transaction, is because I had bought the item way ahead of knowing that the previous one where I was charged $60.00CAD by *** in order to get my parcel. I didn't want to leave my merchandise with Stackry so I bit the bullet and got my parcel forwarded to my address in Canada. I already regretted it when I saw that the cheapest way to get my parcel was at $67.97USD for a Purchase of $60.00USD!!!!! They also claim, My parcel weighted 6 lbs, I wonder how can a light wrap-around-skirt and a cotton pullover could weight so much??????? Nonetheless, I paid for the shipping and It was the cheapest. It was also express but I didn't need express shipping but that's all they were offering! As I said I bit the bullet, and paid the amount of 67.97USD which is 88.70CAD. A few days later I received an email a call from *** saying that I have to pay 30.00CAD fees in Duty which is a total scam, *** has been scamming it's customers for a while for a long time with these unwarranted fees. They keep sending me emails and telling me to pay the $30.00 in order for me to get my parcel, I won't have it!!! I had already paid quite a prohibitive prive to STACKRY for shipping. I'm very dissatisfied with Stackry's ways of operating it's business. I had tried on several occasion to contact them via emails but they won't acknowledge my existence. The only time they responded was when Paypal stepped in, and they somehow managed to tell them the usual ******** they serve everyone who expect some kind of reliability from the merchant they're dealing with.

  Business response

  05/25/2022

  Hi *******

  I am so sorry that this all happened to you when using our services. I am looking through our customer service portal and see that you have spoken with a few people here about issues with the duty/tax.  I am so sorry but we do not have control over what is charged at the border for duties and/or taxes.  We try to offer the most reputable carriers at the lowest cost possible but I see that your package was quite large.  It only weighed 4 lbs but had dimensions of 19x13x8, which caused the price to be much higher than it would be had you requested it to be repacked.  We charge $5 to repackage a single box, and by the sounds of it, we could have done that and saved you a lot of money on shipping, thus maybe making the duty/tax portion of payment more palatable. That option was not selected and therefore it was charged and shipped out in it's original packaging.  It also appears that it has been returned to us due to the fact that you did not pay duty/tax to the carrier and you are working with Veronica on the status of that return.  I am again very sorry that you are unhappy with our services and understand that you won't be using us again, please let me now if there is any further explanation that we can provide to make the best of this situation.

  Business response

  05/26/2022

  Hi *******

  I completely understand why you are upset and I understand that you believe that your package came to us in a bag, however, this is where the misunderstanding begins.  It did not.  Please see the image attached named P2040218SP_Incoming Image.  This image shows the box that your package arrived to our warehouse in and this image was taken and sent to you upon it being checked into your locker back in April.  You can go now and view it in your locker as well under the Sent Shipments section.  As stated in my last communication, and as shown in your account and email that you would received upon the package arriving into your locker here, the package came to us in a box that measured 19x13x8 inches.  This is a very large box for two items of clothing.  We offer a repackaging service for $5 and had that option been selected, we would have reduced this package from that large box size, to a bag. I have attached two other images showing the current pricing that you paid vs. what the price would have been in a bag.  The items in a bag might have even weighed less than that of the box, thus further saving you money.  As stated on our website, it is our intent to save you money, which is why we offer a service like this.  Large retailers in the US, like **** ******* often times have negotiated rates with the ground carriers in the US that disregard size (unlike international air shipping), thus they don't always use the smallest package to ship their items, which is where we come in.  I am very sorry that this was not clear when you shipped your package and I hope that you understand that we do encourage the repack feature, we do not make more money based on larger package sizes.  With regards to *** and their hidden fees, we will discuss this with our *** representatives, but we do not have control over what they charge for customs fees.  We'd like to discuss helping you to return the items, however this is not the forum to do this, please discuss this with Veronica on the email chain that you two are currently work on.  I am again sorry about this experience, and I hope that this will help you to understand why we cannot refund the money for your shipping.

  Customer response

  05/30/2022

  
  Complaint: 17136771
  
  I am rejecting this response because: All you are doing is coming up with lame excuses  so that you don't have to refund me. As far as the pictures are concerned it could be any picture to any costumer. For such small items **** ****** ALWAYS delivers in a bag. I also see that on the rate calculator, the prices have magically changed for ***, it's now $57.97USD, and I also notice that I didn't have the option of 'Choosing USPS' at $39.99USD, the other Choice was with a company called Aramex which was quite pricey. What you're basically saying is that you're basically too greedy and ill-willed to reimburse a service ( if you can call this a service ),that is rigged and ALWAYS in your favor! You're a petty, avaricious, penny pinching and disastrous led company that swindles it's customers by making false promises. Your boss is a loathsome individual that should be reported to all consumer's protection agencies. And *** is overreaching by adding these fake duty charges and basically keeping my parcel as hostage. Did you read the article about their breach of law?I want my money back, I want for you to refund the amount I spent at **** ****** because I bought something I have not received. You've got plenty of money from swindling so many customers but you're so ******* cheap that it's like pulling hair to ask you to be reimbursed for a very unsatisfactory service. BTW, I'm sure you give  some people a lowly amount of money to increase your ratings, as I do Not BELIEVE for a minute that you rate 4.3 on a scale of 5 on the review sites, I'm sure your employees help in that matter as well, you'll just give them a .50cent pay raise for every positive review they write. Btw, I cannot access my account anymore because my password doesn't work since the dispute on Paypal.

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

• Initial Complaint

  02/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date - 2/3/22 Amount paid - $143.97 (but they want to charge me far more) The business committed to shipping a package from New Hampshire to the ******* **********. Order ****** The dispute - I paid to ship some books to family in ******. Immediately upon payment I reached out to support to provide them with a mailing label and invoice translated to ******n, for customs. The agent told me they didn't think they could ship individual to individual to ******, and that their customs only accepts business to business shipments. They said they weren't sure though, and that they would reach out to their manager and email me back. The next morning, instead of an email saying they couldn't ship it, I received a notification that it had been shipped, replete with a DHL tracking number. When I responded asking whether my package would be thrown away by ******* customs, they responded with a list of bullet points saying I was responsible for not providing a translated invoice etc. Then when I escalated the matter to a manager, he said they were also going to charge me the reimport fees from DHL up to 6x the original fee (he even said he didn't understand why DHL would allow a package to ship to ****** knowing it would fail and be returned. I responded, my point exactly!). I said I would not be paying any such fees and that I would like a refund. He said that I agreed to the terms and conditions and he could not offer a refund. Stackry does not explicitly state in their FAQ that they do not ship individual to individual in ******. In fact the verbiage suggests the opposite. To quote: "Can I ship from Stackry to my home address in ******?" Answer: "Yes..." The answer continues to list things that are required, such as an invoice translated into ******, which "Stackry cannot provide". Okay, so if Stackry can't, the customer must be allowed to right (otherwise they'd be knowingly shipping items to ****** doomed to fail)? And yet, I was not allowed to provide these items.

  Business response

  03/04/2022

  Business Response /* (1000, 5, 2022/02/14) */ Hi *******, After reviewing your claim and emails with the team, I see that you should not be charged for the return shipping or the outbound shipping. The issues arose due to a delay in our agent speaking with the shipping team which resulted in your package being sent out before the review could happen. This is not your fault nor should yo be responsible for the associated charges. The package has been placed back into your locker, and I have refunded the original shipping fees to your Stackry account balance. Please note: prior to this week, we could not ship to a personal address. Note: since the debacle occurred, we have changed our shipping options to ******. We now ONLY offer shipping via Boxberry and it is not delivery to your door, it is to a Boxberry pickup point, thus you can now ship to a person rather than a company. This is a change that just occurred today. Consumer Response /* (2000, 7, 2022/02/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  02/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  (Preface: Stackry LLC is a freight forwarder based in the United States) Ref: Locker ******* Ref/Shipment: ********** In my recent consolidation request, two items were picked out and designated as prohibited for shipping to my location (**** ****). Stackry has instructed that the only options for these two items are their destruction or to have them returned. The remaining items were shipped out. The two items fished out as prohibited are: 1. Blank PVC cards (pack) 2. ID/Badge card printer Upon scouring both Stackry's own list of prohibited items (*******************************************), the only descriptor listed that may be relevant falls under the Monetary category, and specifically refers to "Blank Magnetic/Chip cards". However these cards in question (#1) are neither magnetic nor chip. As this particular item arrived from ******, Stackry's staff are invited to dually check the packing invoice that arrived with the cards for verification. With regards to the second item this is where the ??? continue. No where on Stackry's list, nor on **** ****'s Custom and Excise information page (****************************************************************************) is the purchase/import of card/badge/ID printers prohibited. Indeed, this would be ridiculous (what do small businesses do then?). Moreover, if this item (purchased open box on ebay) was instead purchased brand new on US retail sites such as **********, *******, or ******, it would ship direct to HK without problems. It seems, then, particularly bizarre for these companies to be able to ship/sell to **** **** customers directly, but for Stackry to deem them prohibited. I have tried to reach out to Stackry via their ticket system (******) but have not received a reply. Having been a longstanding customer of this company, I find current customer service to be degraded and disappointing. I attach all relevant documentation here including my email tickets to Stackry. Thank you.

  Business response

  03/04/2022

  Business Response /* (1000, 5, 2022/02/04) */ Hi ******, I am very sorry for the issues. I am not sure if you saw this, however Adel from our customer service department had already escalated this to the manager of our compliance department, and the items had been cleared to ship. We are truly sorry for the mishap, because we receive so many different types of items through our warehouse, there are sometimes issues in identification of items, which is what happened in this case. As Adel mentione din his email earlier, this has been cleared to ship and I am again very sorry for the issues it caused. Thank you, Consumer Response /* (2000, 8, 2022/02/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  01/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello I have been using Stackry since October 2021 used 4 times so far no worries. yesterday I contacted you because a parcel which I had requested to be consolidation with another parcel returned to my locker response from you your package seems lost I sent the invoice for reimbursement. I received an e-mail from you saying that my consolidation will not be sent because of the prohibited products in my country which is part of the EU something is wrong there is no law prohibiting of this type of items import i have used your services 4 times for the same type of product buy no problem now you are saying that i violated stackry rules i didnt know it please give me a fuller explanation why the other 4 times in October, November and December the packages were shipped to Europe without worries if I violate a law that does not exist for importing into the EU why you shipped ?

  Business response

  01/24/2022

  Business Response /* (1000, 5, 2022/01/18) */ Hi *******, I am very sorry, the items you are trying to ship is on our general list of prohibited items, however it is not prohibited from being sent to France. I will send a revision to our web developers and also update our policies to ensure that we know that while this type of items is prohibited from many countries, it is not prohibited from France. I have removed the restriction and you can now ship freely Consumer Response /* (2000, 7, 2022/01/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Hello thank you for your help I made the shipping request pending since Tuesday I hope to have no worries.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello I have been using Stackry since october 2021 used 4 times so far no worries. yesterday I contacted you because a package that I had asked to be consolidated with another package returned to my locker response from you your package seems lost I sent the invoice for refund. I received an email from you saying that my consolidation will not be sent because of the products prohibited in my country, which is part of the EU, something wrong, no law prohibits the import, I have used your services 4 times for the same type of product buy no probleme , now you say that I violated the rules of stackry please give me a fuller explanation why the 4 other times in October, November and December the packages were shipped to Europe without worries ?

  Business response

  03/04/2022

  Business Response /* (1000, 8, 2022/01/31) */ Dear *******, I am so sorry for the inconvenience that this has caused, I too am sorry for the delayed reply to the complaint. The issue was resolved upon receipt of the complaint and this was a mistake made in our compliance department. you are correct this type of item can be received by your country and we should not have stopped it. Our export compliance department was a little overzealous with this, and I apologize for that. I see that this was delivered to you last week. Please let us know if we can help in any other way. Thank you, Stackry Support

*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. ↩