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:04/25/2025

  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.

  I purchased an Arteriors Lamp from Charish - sold by **** ****** on March 27 2025. **** ****** contracted with USHIP to deliver the lamp to my home. Lamp was delivered missing lamp shade, harp and finial. Driver mentioned that he FORGOT to bring it and it would be sent to me right away. It has now been a month and still the missing lamp parts have not been shipped. USHIP keeps saying they are sending the items *** but refuse to issue tracking numbers or provide any kind of update.

  

  Business Response

  Date: 05/05/2025

  Hello,

  Thank you for reaching out. Upon investigation, I do see that Chairish has advised the missing parts have now been received and reviews have taken place to prevent similar issues in the future. If you are in need of any further assistance, I would encourage you to reach out to *******************************************************************. 
  

  
  

  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.
  
  Regards,
  
  **** ***** White

• Initial Complaint

  Date:04/03/2025

  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.

  We purchased the insurance offered by uShip when we hired a contractor through them to drive our Club Cart golf cart from ***************, ** to *******, **. The contractor picked up the golf cart on 2-17-25 and delivered it to our house on 2-20-25. The windshield had been broken in transit, as well as the back of the cart which had a cover for the golf clubs. The contractor brought the broken parts with him and gave them to me. I filed a claim with uShip, but was denied due to a lack of documentation at the time of pick up. (Please note, we were already in AZ, and no one advised we needed documentation for an incident that had yet to occur.) I filed an appeal to have the claim reviewed again, but was once again denied. The cost of a new windshield was $172.60 plus $42.50 for labor. It also cost $45 for the golf cart company to pick up and return the cart to us after they repaired it. Please note that we are not asking for replacement of the back cover that was torn off. We would expect that uShip's insurance carrier either pay for the damage or at least return the cost of the insurance we bought. (I think it cost us between $60 - $70 for the insurance.)

  

  Business Response

  Date: 04/04/2025

  Hi ********,

  Please allow me to clarify that the uShip Protection Plan (UPP) is not insurance, but rather an assurance plan. In this circumstance, it appears the uShip Protection Plan case was denied as a result of a coverage exclusion detailed in the uShip Protection Plan Terms of Service. You can read through the entire Terms of Service here: *************************************************************************************************************************************;

  As your initial uShip Protection Plan case was denied and the subsequent appeal was denied, the case has been closed at this time. Please respond to the email from your case manager or reach out to ********************************** if you have any other questions.

• Initial Complaint

  Date:02/24/2025

  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.

  On 1/21/2025 I hired Uship to deliver an antique (heirloom) rocking chair from ********, ******* to **********, ************. The chair was picked up on 1/21/2025 and delivery was supposed to be between 1/27/2025-1/31/2025. The chair arrived on 2/1/2025. The driver said he would be there by 12pm on 2/1/2025. I made the driver aware that I would not be there after 5pm that day. He didnt show up until 5:40pm that evening. I told him to leave the chair on my back porch. When I got home later that evening to inspect the chair, one of the rails on the bottom was cracked and the rail fell off when I lifted up the chair to move it inside because the crack was at the connection point to the chair. I had purchased the protection plan for $1000, which is the estimated value of the chair. I filled a claim immediately including all required information (including an estimate for repairs from a furniture repair company specializing in antique furniture) and in 2 days the claim was denied. Reasons for denying said I did not file the claim within 7 days (which is not true) and I was not there to accept the chair and inspect it upon delivery. I immediately filed an appeal on 2/12/2025 and have heard nothing from the company even though I have tried numerous times to contact them for an update on the appeal. They have no phone number to speak to anyone regarding claims- there is a phone number to speak to them regarding any other issue except claims. The estimate I received was for $400.18. I just want to get the chair fixed, it is a family heirloom and very important to me. They will be respond back to me. Quote ID: ********- is for shipping Case ******** - original claim and appeal number

  

  Business Response

  Date: 03/03/2025

  Hi ******, 

  I do show that your assigned case manager has followed up with you directly over email regarding the status of your appeal and has advised the reason for denial to be no damage noted on the electronic Bill of Lading at the time of delivery. The Terms of Service can be reviewed here for further information as well: *************************************************************************************************************************************;

  As your initial uShip Protection Plan case was denied and the subsequent appeal was denied, the case has been closed at this time. Please review the email from your case manager if you have any other questions related to the decision of your appeal. If you would like further information from Member Support on guidance for seeking resolution directly from your chosen service provider, you may reach out to ************************************************************. 

  Customer Answer

  Date: 03/04/2025

  Complaint: 22983011
  
  I am rejecting this response because:

  your company hides behind its computer screen and refuses to actually speak one on one with a customer when it comes to damages- not every situation is the same. You cannot put everything into a tiny box and expect it to fit every situation.  As stated before, I personally will never use your company again, and I will voice to others my experience,
  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 03/05/2025

  Hi ******, 

  For Protection Plan cases, our case managers must keep all communication in writing and cases must be reviewed in line with the terms of service. If you would like to discuss your options for pursuing a resolution directly from your service provider and prefer to communicate over phone, you may reach out to Member Support at ************. Please note Member Support is not involved in case processing and will not be able to discuss the outcome of your Protection Plan case over the phone. For inquires related to the outcome of your case, you may follow up directly on the email communication with your assigned case manager. 

  Customer Answer

  Date: 03/05/2025

  Complaint: 22983011
  
  I am rejecting this response because:

  what good is speaking to someone if they cannot help me with the problem. I have done everything requested through email already. Not every situation fits into the small box you provide which just gives you an out from actually dealing with a problem and the customer directly. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:02/17/2025

  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 have tried to set up on the platform, I instantly get flagged and sent under review, I then get contact support. I've called and I either get placed on indefinite hold, or hung up on. There was an issue with an old company I worked for that that company was banned, and I've never been able to sign back up. I've never shared any bad info, I've never cancelled a load, and I've never tried to circumvent U-Ship. They refuse to discuss this at all with me. So the unprofessionalism mustn't go un announced to the public.

  

  Business Response

  Date: 02/24/2025

  Hello, 

  Per section 21 of our User Agreement: 

  21. Right to Suspend or ********************* reserve the absolute right to reject or suspend your participation, or remove You from your current participation, with the uShip Services at any time and for any reason or for no reason and without notice to You. We are not liable for any damage or loss resulting from such hold, suspension, or removal. Events and scenarios that may result in the suspension or removal of your participation include but are not limited to: flagging; abusive or hostile behavior; unresolved disputes; creating and/or maintaining multiple accounts or relation to other accounts; committing fraud or violating this User Agreement; and, poor performance on the site (high cancellations, negative feedback, etc.). uShip has no obligation to disclose the reason for actions taken under this section. All decisions are final.

  Upon investigating the account associated with your provided email address, it appears the account was placed under review in 2022. For more information regarding your account status, please reach out to Member Support at ********************************** from the email address on file with your account. 

• Initial Complaint

  Date:02/13/2025

  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.

  Subject: Urgent Complaint Fraudulent Shipper, Damaged Items, and Denied Claim On 8/15, a shipper named "******** ****" picked up two designer chairs from Design Within Reach in **********, **. The store documented their perfect condition. We later read complaints about a woman named ******* but were assured she would not be delivering our items.On 8/21, the shipper who arrived was in fact ******** likely using a false identity. The chairs were damaged, covered in oil stains from a filthy U-Haul truck. Inside our apartment, she aggressively pushed me while attempting to clean them with a wipe. It was an alarming physical assault. When confronted, she refused to leave until security and police intervened.We reported this to uShip, providing video evidence of her admitting the damage. Despite our $6,500 protection plan, uShip delayed responses, blocked our review, and repeatedly denied our claim, citing missing paperwork. After obtaining a repair estimate, they then rejected the claim due to a chargeback. Even after Amex reversed the chargeback, uShip falsely claimed they had "won the case."We paid $479.75 ($375 for the quote, $37.50 service charge, and $67.25 for uShip protection) for what should have been a covered claim. ***** used a fake name, destroyed our property, and physically assaulted me. uShip knowingly allows fraudulent drivers to operate. This is unacceptable. Please help.

  

  Business Response

  Date: 02/17/2025

  Hello, 

  Id like to help by offering a bit more of an explanation of uShips role, including our services and limitations. Please note uShip is a neutral online marketplace where shipping customers and service providers can connect and enter into agreements- service providers are not employed by uShip.

  I do show that your case manager has provided you with a response including relevant information from our User Agreement in regards to your Protection Plan case and outcome. As your initial uShip Protection Plan case was denied and the subsequent appeal was denied, the case has been closed at this time. Please respond to the email from your Protection Plan case manager if you have any other questions at this time. 

  
  

  Customer Answer

  Date: 02/20/2025

  Complaint: 22933177
  
  I am rejecting this response because:

  I bought the USHIP protection plan, I provided a million photos and video evidence of the shipper admitting they damaged the chairs. And yet, they needed me to provide an estimate to repair the chairs instead of replace them. I had to track down the manufacturer in *******, the fabric, the design and someone local who could repair the chairs and they had to independently get an estimate for the fabric and shipping from ******. I provided this to UShip. First they denied the claim because it did not have an estimate. Then when I provided an estimate, they denied the claim by saying the protection plan was canceled and that there had been a chargeback and they had provided evidence and won. When I called ****************, they said there was no evidence and they had not won anything. They told me the protection plan was canceled due to a chargeback. Now they say it wasn't canceled. There is no chargeback, there is no cancellation, they owe the money and they block people from posting the truth about the shippers as they conspire to make money and have people's goods destroy. In addition, they lie and obfuscate by claiming one thing then another, constantly referring you to "original documentation" of denial and other items  that they will not and do not provide because they want you to be burdened with paperwork and overwhelmed so that you cannot file a claim or pursue it. I am sure there is a law regarding what a protection plan must provide when corresponding. And they do not do it.
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:02/11/2025

  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.

  9/16/24 Delivery by Uship/Roadrunner, delivered a vanity that was damaged. I paid for extra insurance with Uship and they are denying claim. Three witnesses the day it was picked up and loaded onto the Roadrunner truck in perfect condition. I received the item damaged, have sent photos to both companies. They are bouncing me back and forth between the two of them of who is responsible. I need help with this if you can. Please let me know.

  

  Business Response

  Date: 02/17/2025

  Hello, 

  I do show that your case manager has provided you with a response via email including relevant information from our User Agreement in regards to your Protection Plan case and outcome. As your initial uShip Protection Plan case was denied and the subsequent appeal was denied, the case has been closed at this time. Please respond to the email from your Protection Plan case manager if you have any other questions at this time.
  

  
  

• Initial Complaint

  Date:01/17/2025

  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.

  the shipment of a vehicle was ordered from *********** to *******. the shipment arrived 3 days later then promised but was also delivered damaged on dec 18 2024. several attempts were made to resolve the issue on jan 6, 8, and today and the issue is not resolved. they wan to pass the issue to other people. total cost to repair is about $6K which is $4375.34 for the glass roof plus $1500 for the install.

  

  Business Response

  Date: 01/17/2025

  Hello, 

  Thank you for reaching out regarding the recent experience with your service provider. I do show that one of our agents has reached out to your provider on your behalf in order to discuss a resolution for the reported damages. Please continue communication on the open dispute thread with Member Support for further assistance. 

• Initial Complaint

  Date:12/27/2024

  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 am submitting this complaint against UShip over a disastrous boat transport involving my 31-foot, $70,000 vessel that was not winterized and needed to reach ******* before freezing weather set in. Through UShip, I hired a carrier claiming to be qualified, yet they held an inactive DOT permit. Unbeknownst to me, they subcontracted my shipment to another entity lacking any DOT listing, valid permits, a license plate, or the expertise for safe interstate hauling.Before departure, I expected a thorough trailer inspection and proper documentation. Instead, the driver simply hooked up and left without checks. Within hours, he reported a flat tire; after multiple calls. At a tire shop, a dispute led the mechanic to call the police, who found no valid permits and ordered all six trailer tires replaced at my expense. Though I hoped matters were settled, on Thanksgiving Day I learned the driver had abandoned my boat on a busy roadside in ********, ********, endangering both public safety and my property.With no choice, I authorized towing for $9,300, but my credit card lacked enough credit to finalize payment. Now my boat remains in a tow yard, incurring $250 in daily storagealready about $13,000. Meanwhile, it sits in freezing temperatures, risking severe engine and water-system damage that could exceed $50,000 in repairs.While the boat languishes in frigid conditions, its engine and plumbing risk total failure, compounding my distress. I respectfully request BBB intervention to compel UShip to resolve this nightmare, covering towing and storage fees, securing the boats release, completing its transport to *******, and funding a professional inspection of any damage. Their platform listed a carrier with an inactive DOT permit and enabled an unlisted subcontractor, creating an untenable ordeal. I seek a fair resolution that prevents further hardship. My goal is simply to have my vessel safely delivered and restored, without bearing these excessive, unjust costs.

  

  Business Response

  Date: 12/27/2024

  We are sorry to hear about the difficulties you encountered with your service provider. Its important to clarify that uShip does not hire any carriers directly. uShip is a neutral online marketplace where shipping customers and service providers can connect and enter into agreements. We do understand the frustration and stress the experience with your carrier has caused and are committed to continuously improving our platform to prevent such situations in the future. 
  
  I do see that our Support team had previously opened communication with your carrier to discuss a resolution. If you have any additional questions, please reach out to *********************************** If the discussion with your provider has reached an impasse, you may need to seek out the appropriate legal options to continue towards a resolution. 
  
  Additionally, I do show that your Protection Plan case manager has sent email outreach that you may respond to as well with additional questions. They have also included instructions if you wish to move forward with the case appeal process. Please note that an appeal does not guarantee a case acceptance and/or payout, however this is an option available to you at this time.

  Customer Answer

  Date: 12/30/2024

  Complaint: 22735411
  
  I am rejecting this response because: This is not acceptable as your platform validate the carriers prior to display their names and facilitate, and Uship fail to validate this carrier that was negotiating with me, so this is definitely something that will fall back on UShip as a platform that only connect companies to clients that need transportation. 

  Also I do not remember receiving any email from the extended team warrant, please resent to my email as I will follow their steps

  In addition I do need to know what type of attorney should I look to dispute this matter as I have no knowledge where to start.
  
  Regards,
  
  ******* *****

  

  Business Response

  Date: 01/02/2025

  Hi 

  Thank you for following up. Please note when new service providers sign up for our site, they have the option to add certain credentials such as authority and insurance information to their profile. While we encourage service providers to provide these details, we can't require or verify them as a neutral venue. As noted in our User Agreement, any identity verification methods we employ are strictly on a best efforts basis and should not be solely relied upon by our members.

  Regarding your Protection Plan case, I have requested that a case manager resend the prior information to the email address on file. Please do not hesitate to reach out there with further questions, or by contacting our support team at ************************************************************. 

• Initial Complaint

  Date:11/11/2024

  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.

  On October, 29, 2024, I went into an agreement with USHIP, to have two sets of items shipped from ***********, ************ to *******, *******. One set of items was supposed to be pick up from my friends home (10% of shipment), where the shipper would also be given keys to the storage where the second set of items were (90% of shipment). This shipment was suppose arrive on 10/31/2024. I received the first part of my shipment on 11/6/2024, 7 days late. And when it was delivered, I asked where were the items from the storage unit were? They handed me the keys to the storage unit and said they did not pick them up. They then told me to speak to USHIP, because thats who they were dispatch by, as well as the dispatcher who accepted the bid on USHIP. I demanded a full refund because I only received 10% of my items, and the shipment was 7 days late. ~ 10 days plus the time and cost of shipping my storage unit key back to ***********, plus the cost off extending my storage unit for an additional month.

  

  Business Response

  Date: 11/11/2024

  Hi *********,
  uShip Support has started outreach with yourself and the service provider to discuss this issue. As a neutral venue, uShip is unable to determine fault or force either party to release or refund payment as a result of a dispute. However, a refund of $201.39 of the uShip fee was already processed to your original form of payment. Please continue to interact on the email that uShip has opened up between yourself and the service provider in order to propose a resolution. If the discussion has reached an impasse, you may need to seek out the appropriate legal options to continue towards a resolution.

• Initial Complaint

  Date:11/04/2024

  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.

  They suspended my account and they wont tell me why I have over 200 shipments and Im not understanding is it because of my lack of English and knowledge and they terminated the account

  

  Business Response

  Date: 11/04/2024

  Hi ******,

  Per the uShip User Agreement: 21. Right to Suspend or ********************* reserve the absolute right to reject or suspend your participation, or remove You from your current participation, with the uShip Services at any time and for any reason or for no reason and without notice to You. We are not liable for any damage or loss resulting from such hold, suspension, or removal. Events and scenarios that may result in the suspension or removal of your participation include but are not limited to: flagging; abusive or hostile behavior; unresolved disputes; creating and/or maintaining multiple accounts or relation to other accounts; committing fraud or violating this User Agreement; and, poor performance on the site (high cancellations, negative feedback, etc.). uShip has no obligation to disclose the reason for actions taken under this section. All decisions are final. You can find this information and more here: *************************************************************************************