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:02/01/2023

  Type:Service or Repair 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.

  I'd like to add that as of lately ship station's customer support has been below par. I've had an issue with combining orders since January 23rd, where I cannot combine my orders so we've been paying twice in shipping cost to ship them separately. I've spoken to two customer service representatives that could not provide me an answer of solution, but they "escalated my ticket" and I would get an email with further "help". No email as of January 23rd. Now, I can't even contact them because it shows some coding error on their end when I click the "get help". Never in my 2.5 years of using Shipstation had I had this many issues. Additionally, I've email their support email 3 times now with nothing so I had no choice but to resort to filing a complaint. Very below par customer service and this platform has been experiencing lots of technical issues/bugs within the last couple months.

  Business Response

  Date: 04/27/2023

  At present, our internal development and engineering teams are investigating the issue this merchant is experiencing. We will be providing direct contact information to continue keeping the merchant updated along with the ability to call our team. On 4/27 we reached out via email to discuss next steps.

  Customer Answer

  Date: 05/05/2023

  Complaint: 18963731
  
  I am rejecting this response because: A temporary solution was provided by having me switch to the "old layout" to combine orders since it doesn't work on the new layout. This is a pain to do every single time. The "internal" theme should be working on fixing the bug in the new layout instead of putting a band-aid on it. We now have another problem, the order dates are not properly showing up in Shipstation. For instance, if a customer placed an order on the 4th, it shows up as they placed their order on the 5th. Ship stations chat option is non existent. When you click the "contact **" it takes you to the same page over and over. Somebody did reach out to me via email requesting a phone call. I need to send evidence for the errors on ship station so how can I do that on the phone? I emailed back the person with screen shots of the bugs. Let's see if they will fix it or keep insisting we have a "call".
  
  Regards,
  
  A C

  Business Response

  Date: 06/16/2023

  For the merchant's concern with combining orders, we have our Engineering team working on a resolution via ticket *******. While we can't provide an exact ETA, this is being tested by our teams and the ticket is with the appropriate team to gather a resolution. For the Order Date concern, we responded on Jun 15, 2023 with a resolution via ticket *******. We are now waiting on response to confirm resolution. In order to troubleshoot the concern with not being able to chat in, please give our support team a call as it would be beneficial to work on this over the phone and potential screen share. The phone line is ************** and is open from 8 AM - 8 PM CST M - F. Our team can be emailed at ********************************** as well. Thank you! 

  Customer Answer

  Date: 06/19/2023

  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.We have solved the issue
  
  Regards,
  
  A C

• Initial Complaint

  Date:01/30/2023

  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.

  We have been trying to reset our password with ShipStation for the past 6 days. They have responded to ** saying that we have to go through Stamps.com to reset our password. We have no problem logging onto Stamps.com but we contacted them and they said we have to contact ShipStation. Apparently Ship Station does not have a tech support. All we want to do is reset our password for our account.

  Business Response

  Date: 04/26/2023

  ******** reached out on 1/26. Our team initially did misadvise the merchant to reach out to Stamps.com to resolve their password issue with ShipStation. On 1/27, the merchant let us know that they were unable to login still and needed help. After us seeing a 1 star ****** review, a senior agent was able to make contact with the merchant and have their password reset.  

• Initial Complaint

  Date:01/27/2023

  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.

  In March of 2022, I used Ship Station to print a Media Mail label. I paid them for the label through PayPal.Since that time period, Ship Station has been charging my PayPal account $12.54. monthly. The charges total $125.40. I did not sign up for this service. I have tried to telephone them. However, I can not reach a person at Ship Station.

  Business Response

  Date: 04/26/2023

  At present, our Support team has requested a visual screenshot of the bank statements showing any charges. We requested this from the merchant on February 1, 2023. We would be glad to continue assisting! Additionally, our support phone number is open from 8 AM - 8 PM CST M-F at **************.

• Initial Complaint

  Date:01/23/2023

  Type:Customer Service 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.

  On January 12 through the 17th, I was a victim of fraudulent activity on my ShipStation account. About 100 labels were created in that time frame, using my address as a return address, but I did not create those labels nor did I ship out any packages to those addresses. Over 547 dollars worth of fraud. I attempted, once I found out about the fraudulent activity on the 17th, to then void those labels. However, some packages went out and now I am getting adjustment fees. My address is a ******** address, and the packages were shipped out of ********, so this is clearly fraud. I had to file a dispute with my credit card company, and now I am contacting Paypal to little results. I now have an outstanding balance with **** but those were not my packages, and I am creating a case with the ************* ************************ to initiate an official criminal complaint. I need someone from ShipStation to contact me immediately over the phone as they are close to impossible to reach in such circumstances that require fast and immediate action.

  Business Response

  Date: 04/27/2023

  ******** initially reached out via email on 1/20/2023. A senior agent was assigned this ticket and walked the merchant through how to contest these charges. We also reported the fraudulent activity directly. In the final communication to the merchant, we advised them to reach out to PayPal to challenge the charges and we have not received a response. As of 4/25, we have reached out to the merchant to schedule a call to continue this case and address any other concerns or complaints.

• Initial Complaint

  Date:01/20/2023

  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.

  Someone set up an account in my name.. All attempts to find and close this account have come up empty. **** Stamps.com anShipstation are all saying the account is with the other. I have been sent in circles for months and need this account closed. I have spent countless hours on the phone with Stamps.com. I have emails from Stamps.com and Shipstation. Nobody is taking the necessary steps to shut it down. Stamps.com says they cant close it and cant get hold of shipstation. The account needs to be SHUT DOWN. The invoice came from **** INVOICE #******F032023. Shipper #**F032. This also happened to me about a year ago, but ship station used to answer a phone. They told me last year on a different bill I received they closed it and no one will ever be able to open another one. I even had to close my PayPal because of this mess.

  Business Response

  Date: 01/30/2023

  Response: 
  This individual first contacted ShipStation March 21, 2022 regarding an erroneous UPS invoice sent to their address. We informed the individual that the invoice they received from UPS was sent in error, and no such charge exists in their shipping center account. As the charge was not sent through their shipping center account, they do not have to pay this invoice. This UPS account was created when utilizing ShipStation via PayPal. On January 19, 2023 this individual reached out detailing that they received another invoice from UPS that had been sent in error. As of January 20, 2023 we confirmed with the individual via email that the UPS account has been removed and no further invoices will be sent and they are not responsible for any charges.

  Customer Answer

  Date: 02/06/2023

  Better Business Bureau:
  
  Mia from the business emailed me and said she took care of the proble.  Time will tell. Thanks for helping with this problem, much appreciated.
  I have reviewed the response made by the business in reference to complaint ID 18856900, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *** ******

• Initial Complaint

  Date:01/18/2023

  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.

  January 14, 2023 at 6:06:56 AM PST $6.98 Shipstation pulled money from my PayPal account for a transaction that I didnt not facilitate. The transaction took place in the early morning hours while I was still asleep, for a shipping label that I did not purchase. There is absolutely no transaction in my PP account that I can link this purchase to. They arent even able to provide a shipping address/name as to where this "shipping label" is linked, which would have been required at the time of purchase (see provided document of the charge). I opened a claim and PP denied it stating it was consistent with my previous purchases (it was not). PP gave me the option to request a copy of the documents they used in determining the final outcome of the investigation. I have reached out MULTIPLE times requesting this information and I have not heard back whatsoever. It's not even about the money. This is theft and based upon my research, this is a commonality with Shipstation/Paypal. I am certainly not the only one to have had this happened. Like they dont make enough money from fees etc.... they are STEALING now too?! This is BS and something needs to be done about it.

  Business Response

  Date: 03/01/2023

  ShipStation is aware that fraudsters unfortunately take advantage of stolen credit cards and passwords that individuals may re-use from breaches elsewhere online, and take these issues seriously. Our team is looking into improvements to protect users from future potential issues going forward. For this individual we have emailed them as of 03/01/2023 to further investigate and make this right. In the event that this occurs, we encourage you to please email us at ***********************************

• Initial Complaint

  Date:01/17/2023

  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.

  I have never done business with Shipstation but they charged my checking/debit account $49.00 5 times (for a total of $245.00) on January 3, 2023.

  Business Response

  Date: 03/01/2023

  ShipStation is aware that fraudsters unfortunately take advantage of stolen credit cards and passwords that individuals may re-use from breaches elsewhere online, and take these issues seriously. Our team is looking into improvements to protect users from future potential issues going forward. For this individual we have emailed them as of 03/01/2023 to further investigate and make this right. In the event that this occurs, we encourage you to please email us at ***********************************

• Initial Complaint

  Date:01/10/2023

  Type:Customer Service 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.

  This company somehow debited my banking account for 14 separate charges today and I have never had account with them. They have no customer support team that will answer you in a timely manner. These charges were made to a bank card that my husband and I have never even used. We are not the only people this is happening to. I found multiple complaints in their reviews and on their ******** page about this same thing happening to many people! I have screenshots from the other victims telling of their experiences. When you try and get customer service, they ask for an. Account number. If you didnt make the account, you do not have an account number! There is no way to get a response, much less a resolution.

  Business Response

  Date: 02/28/2023

  ShipStation is aware that fraudsters unfortunately take advantage of stolen credit cards, passwords and PayPal accounts that individuals may re-use from breaches elsewhere online, and we take these issues seriously. Our team is looking into improvements to protect users from future potential issues going forward. For this individual we have emailed them as of 2/27/2023 to further investigate and make this right. In the event that this occurs, we encourage you to please email us at **********************************.

• Initial Complaint

  Date:01/09/2023

  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.

  Even though I have never contacted this company I was fraudulently charged $20 six times on the same day by them. Calling the phone number on the charge reveals that there's no way to contact their support without logging in with an account. The business is clearly being used to liquidate stolen credit cards, and its security and support system enables this.

  Business Response

  Date: 02/28/2023

  ShipStation is aware that scammers/fraudsters unfortunately take advantage of stolen credit cards and passwords that individuals may re-use from breaches elsewhere online, and take these issues seriously. Our team is looking into improvements to protect users from future potential issues going forward. For this individual we have emailed them as of 2/27/2023 to further investigate and make this right. In the event that this occurs, we encourage you to please email us at **********************************.

• Initial Complaint

  Date:12/27/2022

  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.

  My compony (**************************) uses ship station and paid for 2 upgrades to be used for the increased amount of shipping during the holidays. the upgraded did not work and we were charged and told that we could not get a refund. WE tried telling them it didnt work several times but their poor customer service would not respond or fix the issue.

  Business Response

  Date: 02/27/2023

  This customer initially reached out to our team on 12/14/2022 to report that while they had upgraded to our Gold subscription, it was not showing when they logged in. On 12/21/2022 this was escalated to our Senior Support staff for further troubleshooting. At this point, the customer was able to ship, however the issue was still not fully resolved. On 12/23/2022 our team reached out to the customer with additional information needed to proceed however we did not ever receive a response. As of 2/27/2023 we have emailed the customer to inquire if they are still experiencing the issue and have applied a 2 month subscription credit for the upgraded subscription level for the inconvenience experienced. 

  Customer Answer

  Date: 02/27/2023

  Complaint: 18633026
  
  I am rejecting this response because:

  It would take hours for us to do this and i dont have the time. Doesn't matter we will not be working with them any longer. 
  
  Regards,
  
  *******************