Reviews
Customer Review Ratings
Average of 299 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromMary S
Date: 05/02/2025
1 starMary S
Date: 05/02/2025
Do NOT use!! We tried to verify the legitimacy of this company and came back with rave reviews. We scheduled for our dog to be taken to the ********** as a companion for my disabled father. The contact between myself and the transporter was via text. They changed their time pick up so they could meet the time table we had. The day came and no one showed. I tried contacting citizenshipper to no avail. The website wouldn't allow me access past the home screen even with my username and password. When I tried to do a refund form or ask questions via their "chat" no links worked. There is no contacting this company via a phone number. I can only be grateful that we did not pay in full. Too bad I'm out my registration fees through the ************** still find a way to get my father his companion.
Citizen Shipper
Date: 05/05/2025
Hi ****,
Im so sorry to hear about your experience, and I really appreciate you taking the time to bring this to our attention. Its incredibly disappointing to know that your transporter didnt arrive as scheduled, especially considering how important this trip was for your family.
While CitizenShipper connects pet owners with independent transporters, I want you to know that we take issues of reliability very seriously. Id like to look into what happened here and make sure the appropriate follow-up is done with the transporter involved.
Im also want to apologize for the trouble with accessing your account and getting in touch with us. Thats not the kind of experience we ever want someone to have. Our support team is available every day via email, and I want to make sure any technical issues you ran into are resolved.
Please reach out to us at ********************************** with your booking details so I can personally help you move forward. Your situation matters, and Id really like the opportunity to make things right.
Warmly,
*******
Head of Customer Support
******************************Review fromAngie W
Date: 04/12/2025
1 starAngie W
Date: 04/12/2025
Do not use this service! Our therapy dog was picked up in ***** and was supposed to arrive in ******* in 2 days. The 3rd day we found that the driver had a mental breakdown and another driver took over.. then a day later that driver disappears and no call nothing! 5 days later another driver called and he was confused as he got a call in the night to pick my dog up in **************.. so today is the 5th day and we are still waiting on getting our l Labradoodle..The driver said he is lethargic.. I am so worried!DO NOT USE THIS SERVICE! The people on this site are not checked out as reliable.. I hope we get our dog soon!Citizen Shipper
Date: 04/14/2025
*****, were so sorry for what youre going through and can only imagine how stressful this situation must be. This is not the experience we want for any of our customers, especially when it involves a beloved pet. Please know that our team has already reached out to you directly to help resolve the issue and provide any support we can.
We do want to clarify that drivers on our platform undergo a vetting process that includes criminal background checks and identity verification. That said, situations like this are absolutely not the standard, and were actively investigating so we can take the appropriate steps.
Please dont hesitate to continue communicating with our team. We are here to support you.
Michael
Head of Customer Support
******************************Review fromJesse F
Date: 04/04/2025
5 starsJesse F
Date: 04/04/2025
Highly recommend easy to use and reliable outcome. Third party contracts are reliable.Citizen Shipper
Date: 04/09/2025
*****, thank you for the kind words! Its great to know the process was smooth and the outcome met your expectations. If there's ever anything else you need, don't hesitate to reach out!
*******
Head of Customer Support
******************************Review fromRami E
Date: 03/30/2025
5 starsRami E
Date: 03/30/2025
Great experience, fast communication, pretty straight forward. Dog arrived on time, healthy & ready to go.Citizen Shipper
Date: 04/01/2025
Thank you so much for sharing your experience! Were thrilled to hear that the communication was smooth and that your dog arrived safely and on time. At CitizenShipper, we work hard to connect pet owners with qualified transporters, so it's wonderful to know everything went as planned. We appreciate you sharing your thoughts with us, and wish you and your dog all the best!
Michael
Head of Customer Support
******************************Review fromSteven S
Date: 03/20/2025
5 starsSteven S
Date: 03/20/2025
Pups on a plane is the company to use for the transport of your beloved pets. ****** was amazing and made the whole process a total joy. Thanks again to Pups on a plane, and to ****** whose love of our puppy brought a smile to our faces!!!Citizen Shipper
Date: 03/25/2025
******, thank you for sharing your kind words! Were glad to hear that your experience with Pups on a Plane was such a positive one. It truly means a lot to us that we could help make the process smooth and enjoyable. We look forward to supporting you and your furry friend with any future transport needs!
Michael
Head of Customer Support
**********************Review fromCandice K
Date: 03/14/2025
5 starsCandice K
Date: 03/14/2025
My dog was transported with the utmost kindness. There was frequent communication during the trip accompanied by videos of my dog. Communication was excellentCitizen Shipper
Date: 03/18/2025
Thank you for your thoughtful feedback! We're so happy to hear that your dog received the care and kindness they deserved during the trip. As a third-party marketplace, we take pride in connecting you with trusted transporters who prioritize communication and your pets well-being. We look forward to assisting you with future transport needs!
Michael
Head of Customer Support
**********************Review fromKatlynn B
Date: 03/13/2025
5 starsKatlynn B
Date: 03/13/2025
***** and ****** made this whole experience, which could have been absolutely insane, so incredibly smooth! ****** transported my four kitties from ******* to ********, in a safe, secure and healthy environment! I can't recommend them enough! ??Citizen Shipper
Date: 03/14/2025
Kaitlynn, thank you so much for your amazing review! Were so glad to hear that ***** and ****** made the process smooth and stress-free for you. Your recommendation means a lot, and were so grateful for the chance to connect you with the amazing transporters who are part of our marketplace. If you ever need pet transport again, wed be more than happy to assist. Wishing you and your kitties all the best!
Michael
Head of Customer Support
**********************Review fromNancy L
Date: 03/08/2025
5 starsNancy L
Date: 03/08/2025
Absolutely professional and loves dogs for real. Recommend him with confidenceCitizen Shipper
Date: 03/12/2025
*****,
Thank you for your wonderful feedback! We're so happy to hear that you had a great experience with your driver. It's great to know that his professionalism and genuine love for dogs stood out to you. We'd be delighted to welcome you back to the platform whenever you need our services again. Thanks for your support!
Michael
Head of Customer SupportReview fromMichael G
Date: 03/07/2025
5 starsMichael G
Date: 03/07/2025
Great service for a very fair price... Driver was always in contact with me and sent daily pictures of my new dog.... would not think twice about using them againCitizen Shipper
Date: 03/12/2025
*******,
Thank you so much for your kind words! We're thrilled to hear that you had a great experience with our service and that the driver kept you updated with pictures of your new dog. We appreciate your trust, and it's wonderful to know you'd consider using us again. We look forward to being a part of your future pet journeys. Thank you again for your support!
Michael
Head of Customer SupportReview fromBrian W
Date: 08/31/2024
1 starThis is a scam. They do not vet their drivers. Gave driver a deposit and he canceled on me and will not give deposit back. **** is his name from **. ****
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.