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:10/06/2025

  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.

  Shady Business Practices with Easyship. I needed to send a package to ******* in July and bought a ***** label for it on Easyship website. The package itself contained two small crochet ***** bears I was sending to my nephew and niece. The label I purchased was for a 5lb package allowing a weight up to 17 lbs for the cost I paid . I dropped off the package at ***** where it was weighed at the counter to be exactly 3.97 lbs. Everything with ***** went fine, package accepted and received in perfect condition. Comes September I get an email from Easyship saying that I owe an additional 75.19$ because the package I sent was determined according to them to be heavier than I listed and claiming my package actually weighed *********************************************************************** all this sounded totally ridiculous I emailed Easyship customer service, sent the weight that ***** captured at their counter as listed on their shipment paperwork and since then have gotten the run around of "we haven't heard back from *****"Well I contacted ***** and they assured me that first of all my package did weigh 3.97 lbs not 29 lbs and that there is no record on my shipment history of a surcharge neither requested nor paid.

  Business Response

  Date: 10/30/2025

  Hi ******,

   

  Hope you are well. We have already processed the refund of the shipment in question **************

  I see **** from the Customer Support team helped with all the queries end-to-end through ticket number: *******

   

  I apologize that the issue resolution took more time than expected; however, we reached out to different stakeholders for such cases, like the courier and filing a dispute on your behalf. 

  I am glad that we were able to resolve the issue for you!

   

  Thanks

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

  Team Lead-Customer Support

  Customer Answer

  Date: 10/30/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** *****
  
  
  
   
  
  

• Initial Complaint

  Date:08/06/2025

  Type:Billing 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.

  To Whom It May Concern,I am filing this complaint regarding my experience with Easyship, a service I have used reliably until July 17, 2025.On that date, my account was hacked. Without my authorization, the hacker upgraded my plan to the Plus tier and attempted to charge nearly $300 to my account. Fortunately, the charge did not go through due to insufficient funds at the time.After contacting Easyship, I was informed that they were aware of the unauthorized access and acknowledged that my account had been compromised. They assured me that the issue had been resolved and that I would be downgraded back to my original plan. I also received several refunds related to the unauthorized charges, which I appreciated.However, on 08/06, I logged in to ship a package and discovered that my account was still on the upgraded Plus plan, and I was once again at risk of being charged for a service I did not authorize and had already been told was corrected. This is deeply frustrating, especially after being told by Easyship support that the downgrade had already been ************ this point, I no longer trust that Easyship is taking the proper steps to secure my account or follow through on promised actions. I am requesting a formal resolution, including: Immediate and permanent downgrade of my account to the original plan Written confirmation that no future charges related to the Plus plan will occur A review of security procedures and communication failures that allowed this issue to persist I would appreciate a prompt response and resolution to prevent further damage or billing attempts.

  Business Response

  Date: 08/08/2025

  Hi ********,

  Hope you are well.

  We have received your complaint, and we have raised the refund request for the subscription fee of 29 USD. 

  Please follow the ticket #******* with our support. 

  The refund process may take ***** business days to process. 

  Please note that if the account gets compromised, we have a thorough process in place to investigate, and it takes time for us to conclude. 

  Do reach out to us at ******************** if you have further queries or simply respond to the ticket *******.

   

  Customer Answer

  Date: 08/21/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******** ********
  
  
  
   
  
  

• Initial Complaint

  Date:06/16/2025

  Type:Billing 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.

  My Easyship.com account was hacked, despite having two-factor authentication, and shipments totaling over $7,000 were charged to my debit card. I have filed a complaint through the company, and despite numerous attempts to speak with someone or at least receive an email update on the status, it has not been addressed. Attached are just a few of the shipping transactions that were placed through my account without my authorization.

  Business Response

  Date: 06/17/2025

  Hi Team,

  We are writing in response to the recent complaint regarding a customer account on our platform.
  
  Upon investigation, we have determined that the customers account was compromised, resulting in unauthorized and fraudulent shipments being generated. We take incidents of this nature very seriously and have already initiated a thorough internal investigation to identify the source of the breach.
  
  Our team is actively working to resolve the matter. Once our investigation is complete and we have identified the origin of the unauthorized activity, we will proceed with refunding the full amount related to the fraudulent shipments.
  
  We are committed to ensuring a secure and trustworthy experience for all our users, and we appreciate your patience and understanding as we work diligently to bring this issue to resolution.

• Initial Complaint

  Date:06/10/2025

  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 have been trying to resolve an insurance claim for $7,999.99 with EasyShip and InsureShip for over 120 days. Despite providing all the required information, I have received no meaningful updates or clear explanation for the delay.The package in question was shipped via ***** with tracking number ************. The tracking history appears suspicious, and I have brought this to EasyShip and InsureShips attention. Unfortunately, they have not provided any clear answers or meaningful ********** support my claim, I have already submitted pre-delivery and post-delivery photos, full text message threads, the invoice of sale, refund documentation to my customer, the original invoice of the merchandise I purchased before selling, pictures of the merchandise, courier information, and other additional documents that they requested, even though these documents were not necessary.Despite all this documentation, EasyShip and InsureShip have only provided vague explanations and extended the timeline again and again. I am requesting that they resolve this claim immediately and issue the full payment.

  Business Response

  Date: 06/12/2025

  Dear BBB,
  
  Thank you for forwarding *** **** concerns regarding his insurance claim. We appreciate the opportunity to provide clarification.
  We fully understand and acknowledge *** ***** frustration with the length of time this claim has taken. This claim involves a high-value shipment ($7,999.99) and as part of our standard investigation process especially for claims of this size additional verification steps were required to ensure full due diligence and compliance with our insurance policy.
  Throughout the investigation, *** *** has been cooperative and has provided a significant amount of documentation to support the claim. We sincerely appreciate his efforts. While many of the requested documents may have appeared redundant, they are part of the process when verifying high-value losses, especially when certain elements in the tracking history raise questions that warrant further review.
  In addition to the documentation *** *** provided, the claim involved external parties including the courier ******** whose internal investigations can sometimes extend the timeline outside of Easyship or Insureships direct control. In this particular case, we have remained in contact with ****** who are still reviewing their internal delivery records to verify the final status of this shipment.
  We want to assure both *** *** and the BBB that this claim has not been ignored nor delayed without cause. Rather, it remains active, and we continue to push for a resolution. We understand the importance of timely claim processing and regret that this has extended longer than either party would have preferred.
  We remain fully committed to concluding this claim fairly and responsibly, in line with both our policy terms and industry regulations. Our team will continue to provide *** *** with updates as soon as new information becomes available.
  Thank you for your time and understanding.
  Sincerely,
  EasyshipDear BBB,
  
  Thank you for forwarding *** **** concerns regarding his insurance claim. We appreciate the opportunity to provide clarification.
  
  We fully understand and acknowledge *** ***** frustration with the length of time this claim has taken. This claim involves a high-value shipment ($7,999.99) and as part of our standard investigation process especially for claims of this size additional verification steps were required to ensure full due diligence and compliance with our insurance policy.
  
  Throughout the investigation, *** *** has been cooperative and has provided a significant amount of documentation to support the claim. We sincerely appreciate his efforts. While many of the requested documents may have appeared redundant, they are part of the process when verifying high-value losses, especially when certain elements in the tracking history raise questions that warrant further review.
  
  In addition to the documentation *** *** provided, the claim involved external parties including the courier ******** whose internal investigations can sometimes extend the timeline outside of Easyship or Insureships direct control. In this particular case, we have remained in contact with ****** who are still reviewing their internal delivery records to verify the final status of this shipment.
  
  We want to assure both *** *** and the BBB that this claim has not been ignored nor delayed without cause. Rather, it remains active, and we continue to push for a resolution. We understand the importance of timely claim processing and regret that this has extended longer than either party would have preferred.
  
  We remain fully committed to concluding this claim fairly and responsibly, in line with both our policy terms and industry regulations. Our team will continue to provide *** *** with updates as soon as new information becomes available.
  
  Thank you for your time and understanding.
  
  Sincerely,
  Easyship

• Initial Complaint

  Date:06/04/2025

  Type:Billing 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.

  From May 31 to 06/04/2025, Easyship created false international shipments and added a membership. I rarely use this account and it was false to get over 89 shipments within days

  Business Response

  Date: 06/10/2025

  Dear BBB Representative,

  
  We are writing in response to the recent complaint regarding a customer account on our platform.

  
  Upon investigation, we have determined that the customers account was compromised, resulting in 75 unauthorized and fraudulent shipments being generated. We take incidents of this nature very seriously and have already initiated a thorough internal investigation to identify the source of the breach.
  Our team is actively working to resolve the matter. Once our investigation is complete and we have identified the origin of the unauthorized activity, we will proceed with refunding the full amount related to the fraudulent shipments.
  

  We are committed to ensuring a secure and trustworthy experience for all our users, and we appreciate your patience and understanding as we work diligently to bring this issue to resolution. 

  Thank you. 

• Initial Complaint

  Date:05/05/2025

  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.

  I signed up trying to use their shipping service. All looked good, input sender/receiver info, choose shipping service, and paid. After charging my credit card, they pop up saying we need to do ID verification to proceed. For privacy concern, I do not hand out my info to them, so I requested the refund. A few days later, they came back to me asking me to do id verification to process my refund! I explained why I would not do and just refund me. They agreed this on April 1. And no update at all for 1 month until today. Even I ask for a update, they do not response.This is the most horrible company/service I ever seen. If you need a customer hand out ID info for your service, why not ask for it first? Instead, they charge me first, and then told me they cannot do. And then, promise to refund but looks taking forever.

  Business Response

  Date: 05/05/2025

  Hi ********

   

  The refund has been processed and we have shared the screenshot over email ticket : #*******.

• Initial Complaint

  Date:04/22/2025

  Type:Product 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.

  In early April 2025, I signed up for an account to use their service. After booking my shipment, I was told there was an issue with it, and they refunded my money. Two weeks later, I had over $1600 in charges on my card for shipments that I did not make. I spoke to their team, and they cancelled all of the shipments. Eveything is cancelled and they have not refunded my money, despite it being two weeks since they cancelled the shipments with the carriers. Everything shows as cancelled pending refund but no one responds for days and I cannot get a straight answer

  Business Response

  Date: 05/07/2025

  Hi ****, 

  As we discussed over email ticket #*******, following is the response. 

  I have received the confirmation that all the charges to your card have been refunded directly to your card and the following are the transaction IDs for each refund:
  
  ***********************
  ***********************
  ***********************
  ***********************
  ***********************
  ***********************
  ***********************
  ***********************
  ***********************
  ***********************
  ***********************
  ***********************
  ***********************
  ***********************
  ***********************
  ***********************
  ***********************
  ***********************
  ***********************
  
  Normally it takes 5-7 business days for these transactions to reflect, however, you can provide these IDs to your bank and check. 
  

  Customer Answer

  Date: 05/08/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** **********
  
  
  
   
  
  

• Initial Complaint

  Date:04/11/2025

  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 initially visited the website for Easyship as the **** had a ad for this company on their website.I inquired about shipping, and followed the website prompts.When payment was remitted, the screen cycles with no action. The amount paid is put in "account", but is misleading.I then hit the remit payment and additional time, the screen again cycles with no action. I ***eated a third time, *** notiv3d I had 3 desperate transactions.I then received a message stating my account was in review for approval. This was not mentioned prior to request to remit payment was received. I requested a refund via the companies website. Which I received a notification that one charge was refunded, the other two were pending *** a *** would be in contact. It has been over 24 hours, and I have heard nothing. I believe this is a fraudulent company or they bait and switch in hopes it will be impossible for the consumer to retrieve the refund due.This company has no contact number.

  Business Response

  Date: 04/11/2025

  Hi *****,

  We have forwarded the refund request to our finance team and you should be getting the refund processed within 15 business days. 

  If you have any questions, please reach out to us at ******************** or respond to the open ticket. 

   

  Regards,

  ********

• Initial Complaint

  Date:03/14/2025

  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.

  I made a purchase from a company that offers ****************** for lost/damaged items. My package was lost in transit. I followed instructions for the claim with the help of the seller because the claim process is not straightforward. Eventually, the seller was able to make the claim. The first issue was that it did not give her the option to mark the package as lost. Instead, despite all the evidence I provided, they marked it as "damaged" and only reimbursed me for less than half of the cost. I attempted to use their chat feature to fix the error. I would either sit unanswered for long times or get disconnected. The one and only time I was connected with someone, they asked how they could help. I explained my issue. They stopped replying. (I included an image of that chat.)The seller reached out. They said they would "escalate" the issue. Instead, the have stopped replying to her and reimbursed me for the original amount, which is less than half of the purchase price. My package is clearly lost. I have a "missing package search" on it through the post office. It was last seen in tracking over a month ago. I cannot provide pictures of a package that never arrived, but they have been sent pictures of the tracking information. I want my full refund. The $39.50 listed in my claim is the difference between what my original purchase price is and the amount the refunded of $26.80.

  Business Response

  Date: 03/24/2025

  Dear Customer,

  Since the claim was raised as damaged the shipping fee is not refunded by default. Kindly reach out to your seller and request them to raise a complaint regarding the same to ******************** and we will be happy to reimburse the shipping costs.

• Initial Complaint

  Date:03/13/2025

  Type:Product 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.

  The transaction took place on Feb 28, 2025, 9:40 AM. We paid for a shipping service and label for a shipment to go to a ***** based customer. We paid a total of $872.17, including insurance for this shipment. The courier selected was ***. The package was returned to us on March 4th. We reached out to *** and they said that since it was returned, they did not charged us the shipping costs and duties that we pre-paid. We started a claim on Easyship side, and after 1 week, they have not provided us with the refund, even tho we have proof that their team got a response back from *** stating that *** did not charge anything for that shipment.Easyship is failing to provide us the refund in a timely matter and keep putting us on hold.

  Business Response

  Date: 03/19/2025

  Hi *****,

  I am sorry for the shipment return. 

  I see that the ticket is still open with ticket ID: *******

  We are working on issuing the refund as soon as possible. Please follow the ticket #******* for further updates. 

  Thanks!

  Customer Answer

  Date: 04/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  No ressolution was provided. No refund and no other explanations.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 04/15/2025

  Hi ******

   

  The refund has been processed from our end and it may take 5-7 business days to reflect on your account from today. 

  Please reach out to us at ******************** for further assistance. 

   

  Kind Regards

  Easyship Customer Service

  Customer Answer

  Date: 05/05/2025

  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 and the matter has been resolved.
  It took more than 30 days to get the refund, and I think that should be noted for other customers.
  
  Sincerely,
  
  *****