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Business Profile

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Rocket Shippers LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/08/2024

    Type:Billing Issues
    Status:
    Unanswered
    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 2022, we moved our fulfillment operations to Rocket Shippers KY and ** facilities, which we believe was a huge mistake. Onboarding was a fiasco, and from our perspective, Rocket Shippers made numerous errors. Initially, they managed, but soon they couldnt fulfill orders promptly, creating a backlog. We halted accepting orders but it was too late weeks turned into months, costing us time, effort, resources, and damaging our reputation.Occasionally, things ran smoothly, but problems often exceeded our experiences with other 3PLs:Missed deadlines and periods of going MIA;Inaccurate inventory management and unreliable reporting;Frequent personnel changes and power struggles among managers (one even told workers to ignore our orders);Utter lack of reliability, with disruptions whenever they signed new business.Problems persisted. From mid-August, their ** warehouse fell behind. Facility managers were let go, leading to weeks of backlog. Escalations resulted in the CEOs dad calling a meeting in mid-September. He decided he didnt like us as a client and gave us 30 days notice to leave.In our opinion, their handling of the situation was wrong. Promised overdue order fulfillment didnt happen for weeks, and tens of thousands of dollars of orders were canceled due to their failures. We sent our team to expedite overdue orders, only for them to be kicked out by the CEOs dad on the last day.Scrambling to find a new partner before the holiday season, we moved out of their ** facility quickly. However, moving goods from the ** facility was harder. We believe Rocket effectively held our products hostage, demanding payment before allowing pickup, costing us over six times more than the ** move-out. This situation, from our perspective, harmed our business significantly. Despite raising concerns about the move-out charges and the ethics of holding our goods, Rocket refused to meaningfully resolve the issue.

    Customer Answer

    Date: 08/02/2024

    Better Business Bureau:

    At this time, I have not been contacted by Rocket Shippers LLC regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:12/26/2023

    Type:Order Issues
    Status:
    Unanswered
    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 hired Rocket Shippers in May 2023 to provide logistics and shipping services for my online retail business, ********************** On November 17, 2023, I gave notice to terminate the contract with Rocket Shippers in 30 days' and asked them to share the details that would allow me to pick up my inventory from their warehouse at my expense and take it to a new provider before then. But now, more than one month later as of December 21, Rocket Sl1ippers refuses to return my property unless I agree to its demands, which include re-paying invoices I paid already. Rocket Shippers has threatened not to return my property unless I agree to a gag clause that would prevent me from leaving them a negative review on social media or filing a complaint with the BBB. I had to hire lawyers and incur thousands of dollars in expenses just to get a response from Rocket Shippers, who sent us to dead-end email addresses, and to a lawyer who did not return our calls or emails for one month. Rocket Shippers and its lawyers have not been able to explain why they have a right to keep my property after the agreement was terminated, and I believe I have paid all legitimate charges that were outstanding. This is now creating a serious risk for my business selling houseware and table settings just before the Christmas holiday,and I am unable to ship my products out of the warehouse where Rocket Shippers is keeping them. I also discovered that Rocket Shippers' general counsel is not an attorney admitted to practice or registered in ******** where the company is headquartered. I have serious concerns that what Rocket Shippers is doing is illegal and would urge every potential customer to consider a different provider.

    Customer Answer

    Date: 01/22/2024

    Better Business Bureau:

    At this time, I have not been contacted by Rocket Shippers LLC regarding complaint ID ********.  They still have cost my over $15,000 for their bad business practices and have ignored my request and held my inventory illegally since Nov 17, 2023.  After over 75 days of refusing to respond to emails and trying to force me to sign a non-disparaging agreement about their actions, I got one email out of the blue from a bookkeeper that said, we will receive calls at our warehouse to schedule a time to allow you to remove your inventory.  No apology, explanation or compensation for all the monetary damages and abusive actions and refusing to communicate. They have not contacted or acknowledged this complaint or anything else.  This is a very bad business and the other reviews online are finally coming out about their awful treatment of other business.  

    Sincerely,

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

Rocket Shippers LLC is NOT a BBB Accredited Business.

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