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Business Profile

Express Shipping Services

ECMS Express Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Express Shipping Services.

Complaints

Customer Complaints Summary

  • 72 total complaints in the last 3 years.
  • 17 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/13/2023

    Type:Delivery Issues
    Status:
    Resolved
    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.
    Unable to contact business by phone ("mailbox is full," no one is available to answer your call.") Tracking information lists "package undeliverable/receptical full, notice left." I was home, no delivery was attempted and no notice was left. Return contact not received from emailed "contact us" form.

    Business Response

    Date: 01/19/2023

    Consumer Response /* (2000, 6, 2023/01/19) */
    Package was received after complaint made to ***. Reply from ECMS does not address the false tracking update, and is in fact vague and resembles an "auto reply." Thank you for encouraging ECMS to complete package delivery. I will avoid ECMS in the future.

  • Initial Complaint

    Date:01/04/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 ordered shoes from GOAT for Christmas. However we have yet to receive the shoes or even get updated tracking. The shoes have been at the same location over 3 weeks. When calling customer service for 2 weeks not a single time have we spoken to anyone. It's a lot of receding and waiting to be disconnected or just continue waiting. No one ever picks up the phone and voicemail is full. Online request form sends you an automated response to your email and never anything else.why have customer service if NO ONE IS GOING TO HELP! my child is upset daily waiting on her Christmas shoes. This is unacceptable

    Business Response

    Date: 01/31/2023

    Business Response /* (1000, 8, 2023/01/20) */
    Dear customer,


    Could you provide your ECMS tracking number so we could better assist you?

    best regards,

    *******

  • Initial Complaint

    Date:01/04/2023

    Type:Delivery Issues
    Status:
    Resolved
    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.
    Order placed through *********** on 11/30 and I was told the order shipped on 12/13. I checked the tracking number on ECMS website using tracking number ******XXXXXXXXXX and the message says it has arrived at their facility 0n 12/12/22. It has been 22 days since it arrived there and each day that goes by the tracking history does not change. I tried to call and they never answer the phone which is unprofessional and I am stuck trying to figure out what happened to my order that seems to be stuck at their warehouse, so they say. I have reached out to *********** and they are having issues getting a response too. Why use and pay them to ship when you get no updated information and they do not answer the phone.

    Business Response

    Date: 01/17/2023

    Business Response /* (1000, 5, 2023/01/17) */
    Dear customer,

    I'm so sorry for the inconvenience that we made. The delay of your shipment was due to a system error and your shipment is in returning to the sender, please reach out to the seller for a refund. Sincerely apologize.

    Best regards,
    *******


    Consumer Response /* (2000, 7, 2023/01/17) */
    (The consumer indicated he/she ACCEPTED the response from the business.)

  • Initial Complaint

    Date:12/29/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 order shoes from Goat company, everything went through on their end. But for some reason there is a hold up on my package because of ecms express company being unprofessional and unreachable. I contacted fed ex and there telling me that ecms has not shipped the order to them yet and was under the impression that they'll be received Tuesday the 26th of this month... it's been in transit for 5 days now they're telling me it has to go through transit then they send it to the third party which is fed ex... the company is not making sense at all when I've been Checking the tracking and it's showing that it's been clear for transit and is in New York "flight arrival New York" and it hasn't moved since then for dayssss. I'm just trying to get my package that I paid extra for to get delivered to me asap... ecms express company has inconvenience me and has not been professional throughout this whole process with me trying to resolve this issue and get my package sent to me asap.. I'm highly upset and this is not how u conduct a business

    Business Response

    Date: 02/02/2023

    Business Response /* (1000, 5, 2023/01/17) */
    Dear customer,

    According to FedEx Detailed Tracking ************ your package was successfully delivered on Jan 3. Please let us know if you have any other questions.

    Best regards,
    *******

  • Initial Complaint

    Date:12/28/2022

    Type:Delivery Issues
    Status:
    Answered
    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 placed an order with **** which is a sneaker app on December 8th for a pair of shoes. **** didn't send my order to ECMS until December 20th although they promise to get shoes to customers in 7-10 days. When I contact **** they have no information on why my order is taking so long to arrive. I wanted these shoes by the holiday but that didn't happen. I began contacting ECMS global who hasn't been any help at all. According to my tracking on there site, my shoes departed from Amsterdam on December 22 and have yet to arrive*********** I've taken a 13 hour flight ******** so I know it doesn't take 6 days to arrive. When I contact ECMS, it has a automated message that says all agents are busy no matter what time you call and you also can't leave a message because the mail box is full. I just want to receive my item so I never have to do business with **** or ECMS again in life. I also don't understand why **** will outsource an order abroad considering the number of locations they have in the US especially in the month of December when people are holiday shopping. **** support has been no help and neither has ECMS.

    Business Response

    Date: 01/25/2023

    Business Response /* (1000, 5, 2023/01/10) */
    Dear customer,

    According to **** *********** - **** *********** Results, your package was successfully delivered on Jan 8. Please let us know if we can help with other questions.


    Best regards,

    *******

  • Initial Complaint

    Date:12/22/2022

    Type:Delivery Issues
    Status:
    Answered
    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 ordered a pair of sneakers from *********** an online sneaker distributor. On 12/14/2022 I received a notification that my package was shipped and was provided a tracking number ****************. I immediately began tracking my package. It stated on Dec 18 it had cleared customs and was at JFK. There has been absolutely no updates to the tracking page since. I sent several messages through the contact us feature as well as sent an email to the ******** provided on 12/22/22. I have gotten no response, I tried calling the (XXX) XXX XXXX over a dozen times with no answer. This is not the first complaint like this and I am not sure why this is being allowed or a company uses ECMS to do deliveries when customer service is nonexistent. I would like an update on my delivery status, this was a Christmas gift that at this point I am not certain when or if it will arrive. Furthermore I will need to deal with getting a refund if the parcel is lost.

    Business Response

    Date: 01/25/2023

    Business Response /* (1000, 8, 2023/01/10) */
    Dear customer,

    According to ***** Detailed Tracking (*********) , your package was successfully delivered on Dec 30. Please let us know if you have any other questions.


    Best regards,

    ******* ****

  • Initial Complaint

    Date:12/20/2022

    Type:Delivery Issues
    Status:
    Answered
    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 is terrible and should never be used by anyone. They hold your package and refuse to answer the phone and you can't leave a message. Most packages are lost per online reviews and this company will not help. I can't find my package and **** says ECMS refused to hand it off to them for delivery. I consider this theft.

    Business Response

    Date: 01/10/2023


    Dear customer,

    Would you mind providing your tracking number so we could better assist you?


    Best regards,

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

    Customer Answer

    Date: 01/10/2023

    (The consumer indicated he/she DID NOT accept the response from the business.)
    It's been way to long for a response and I've been trying for months to get a hold of you. The item showed up late and was returned.

    Business Response

    Date: 03/20/2023

    Dear customer,

    Could you please provide your ECMS tracking number?

     

  • Initial Complaint

    Date:12/19/2022

    Type:Delivery Issues
    Status:
    Answered
    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 item using a resell service that utilizes ECMS Express as their international shipper. My item has been stuck ***** awaiting transfer to **** for final delivery for 10 days now. I have attempted to make contact with ECMS through phone, email and via their support ticket on their website with zero response or action on their end.

    Business Response

    Date: 01/19/2023

    Business Response /* (1000, 5, 2022/12/28) */
    Dear customer,

    According to ****, your package was successfully delivered on Dec 25. Please let us know if you have any questions. Sorry for the inconvenience and happy holiday.


    best regards,

    *******

  • Initial Complaint

    Date:12/19/2022

    Type:Delivery Issues
    Status:
    Resolved
    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 2 items which are in the hands of ECMS Express. Via ****** I found out that the packages are on a hold status because they need the recipients information. After attempting multiple ways to contact ECMS Express via phone, email, ect., I have not been successful at getting a response. Their voicemail is full, no response via email. I am happy to provide the information that is needed to get these packages delivered but without a response, it's impossible to insure my packages are delivered and not lost while on hold by the shipper.

    Business Response

    Date: 01/06/2023

    Business Response /* (1000, 5, 2022/12/28) */
    Dear customer,

    According to ****, your package was successfully delivered on Dec 21. Please let us know if you have any questions. Sorry for the inconvenience and happy holiday.


    best regards,

    *******


    Consumer Response /* (2000, 7, 2023/01/03) */
    (The consumer indicated he/she ACCEPTED the response from the business.)

  • Initial Complaint

    Date:12/14/2022

    Type:Delivery Issues
    Status:
    Answered
    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 is IMPOSSIBLE to get in touch with. I literally cringe when I see something has been shipped using them. I ordered a package on December 1st & I have not received anything additional updates for days. I need the package in two days. They will not answer their customer service number. I sent an email & they replied days later without actually answering my question. So frustrating.

    Business Response

    Date: 01/12/2023

    Business Response /* (1000, 5, 2022/12/21) */
    Dear customer,

    According to ****,your package was successfully delivered on Dec 21.Please let us know if you have any other questions.Sorry for the inconvenience.

    Best regards,

    *******

ECMS Express Inc. is NOT a BBB Accredited Business.

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