We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Mailing Services

Planet Express Shipping LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mailing Services.

Complaints

Customer Complaints Summary

  • 13 total complaints in the last 3 years.
  • 1 complaint 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:08/23/2024

    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 have made multiple payments in order to pay for some of the services this company provides.Everything that I wanted were to get my packages received, have them consolidated in one and then to be shipped to my adress.This company received my parcels and upon receipt they took pictures, documented them and everything.When all the packages I was waiting for arrived I asked for their consolidation into a single one.But they refused to process two items: - two jars of terpenes blend - one jar of *** isolate which is 100% THC Free The reason of their refusal was one of their rule which stated that they don't process *** products because of their rule wich atthat time stated [prohibited/ regulated drugs, THC, etc.].This rule have been unjustly applied to my items.They were no mention of *** or terpenes at that time.It's only one month later after this affair started that they eventually added *** but it hasn't lead them to fix anything regarding this situation.Everything they did were first to force me to choose between:-Returning the items (which was impossible because the timeframe was very short so it was long over)-Ship the items anywhere in the *** except to a competitor -Abandon/gift them my items Fortunately a family member accepted to be troubled in receiving my items.But, while Planetexpress accepted to ship the terpenes product they refused to ship the *** item because they pretend that they have an agreement with their transporters which won't allow them to deal with ***, unless for a return.When I asked how did they ship the other item then? They replied that they can't ship the left item because it's unproperly labelled.Lately, I asked them a last time to give my item back but they are now requiring the item to contain less than 0.02% of *** otherwise it must be returned to the original sender.Everytime when I ask for evidences supporting their claims/conditions they remain silent. Basically, it's as lf they are stoling me.

    Business Response

    Date: 08/27/2024

    The customer is attempt to export controlled substance (marijuana) that we are not allowed to export outside of **. We offered the client to return the item to sender, however the customer refuses to do so. 

  • Initial Complaint

    Date:08/30/2023

    Type:Delivery 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 wanted to get my Amazon packages delivered to me using this company by the name of Planet Express, which delivers packages from Amazon to countries that Amazon US cannot deliver to. I was living in ****** at the time, and I wanted my packages delivered to me in ******, so I made my all of my orders on Amazon US, and had it delivered to one of the warehouses of Planet Express, which is located in *******, **********, and from there it was supposed to be delivered to me in ******. There was a total of 4 orders that I made and the first one I made was around March 12, and when I had made the orders, I had purchased their insurance policy which was supposed to insure me of my money back guaranteed if my packages were not delivered to me, which they did not. After I received notification that the 4 packages were delivered to the warehouse in *******, **********, which was around late March, I kept checking every day on the tracking status page link that they provided to see when it would arrive to me in ******. But after a month of checking, I realized there was no status update, and I never received any packages. I contacted Planet Express to see what happened to my packages and they told me to wait until May 1st to file my first claim. I did wait until May 1st and still there was no package delivered to me, so I filed a claim. The person told me it would take ***** days for the claim to be handled. I waited exactly 90 days and after waiting patiently for them to resolve the issue, they could not resolve the problem and they did not refund me back my money.I have tried countless times to reach out to Planet Express to please refund me back my money, as I did pay for their insurance. I sent them a last email message again to 3 different people in Planet Express, but I have yet to hear back from anyone at this point and I was also blocked from entering from my own account. Attached please find the email exchanges and a screenshot of my account being blocked by them.

  • Initial Complaint

    Date:01/15/2023

    Type:Customer Service 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.
    First, they could not find one of the packages that were mailed to them from Amazon. Then, they suddenly blocked my account and claimed it was because it "might be linked to another account". No email was sent to me to inform me of this. I found out when I was trying to pay for the package to be forwarded. I have only one account so it's unclear to me how it could be linked to another account. No one picks up the phone when I call. I am being harassed and I wonder if it's because they want to charge more fees. Terrible customer service.

  • Initial Complaint

    Date:12/09/2022

    Type:Delivery Issues
    Status:
    Unresolved
    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 company received my package and after I paid my due payment (approximately $18) and filling out a customs form they mail it out. Weeks later I did not receive the package but I got an e-mail from Planet express that I have a package "B". I paid again, assuming this might be the vendor re-sending me my order. For the second time I paid for shipping and filled out the customs form as required. No package. A week or so later I receive yet another e-mail with package "C". Sensing something is wrong, I contacted the company and told them I was only expecting 1 package how did I end up with 3? Their answer was "package "B" is the returned package A (original package), and package "C" is the returned package "B"!!! So, basically, I have been paying them $18 each time just so they don't mail my package and return it, and ask me to pay again so they would "mail it out", but it keeps getting "returned". I received no details on why the package is being returned and by who, as well as why as a customer I was not informed that this is happening! My package cost $40. I have already spent $36 in attempt to receive it, but they are asking me to pay another $18 so they would try again and so that package "C" would later be returned as package "D" and I would pay again... You get the idea. My claim on their website was "closed" because according to them "your package is in the warehouse". They said they have issued me a refund for my shipping costs but I have not received anything and I do not see a pending refund with my bank. They told me to use a different forwarding company to receive my package. Instead of apologies and a full refund + free shipping of my package that got returned 3 times I get this advice to use a different forwarding company... They are incompetent and shady. Their customer service is nonexistent. I require a refund for all my expenses and free shipping of my package to finally actually be delivered to my address as well as apologies.

    Business Response

    Date: 12/30/2022

    Hi, package has been returning back to ** by mistake, please contact us directly we can sort this issue out with ***** Thank you

    Business Response

    Date: 01/19/2023

    Business Response /* (1000, 8, 2022/12/30) */ Hi, package has been returning back to us by mistake, please contact us directly we can sort this issue out with ****, Thank you

    Customer Answer

    Date: 01/29/2023

    ***Document Attached***
    After BBB reached out to the company with my complaint, they went back and forth with emails and claimed the they "reimbursed" my expenses for shipping. In the attached e-mails I sent them a detailed answer that I did not receive a full refund, neither was offered a solution or a simply apology for the fact that they help my package for months, misdirected it, and still were asking for more money to resend it again. I provided them an alternative address to mail my package to instead of my DPO (since they severely failed at doing exactly what they are created to do- send packages to DPO addresses). After all the efforts the company TRASHED my package, did not apologize or did not make any efforts to make sure I receive what belongs to me. Nonexistent customer service, zero integrity, no values.
    See Attachment/File: Gmail - Refund Request Complete.pdf

  • Initial Complaint

    Date:10/10/2022

    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.
    Didn't ship my package and instead sent it to their own warehouse. They do not pick up their phone or reply to voicemail, in fact their customer service refuses to.

    Business Response

    Date: 11/04/2022

    Business Response /* (1000, 5, 2022/10/19) */ The shipment is returned to us by mistake. Please email our support ********************** for assistance.

  • Initial Complaint

    Date:10/02/2022

    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 purchased items and had them shipped to the UK warehouse. When I was ready to have the items sent out, I was told that the package had been lost but would be found. The package was never found and I was then told that the package was never there and it was an error. There was no apology or compensation for the package.

    Business Response

    Date: 11/04/2022

    Business Response /* (1000, 5, 2022/10/06) */ Hi, please provide more details about this package. We cannot find your information to indicate you are our customer. Consumer Response /* (3000, 7, 2022/10/18) */ Hi, The response is not satisfactory. I'd already sent the invoice showing that the package had been delivered. I am not sure what information they would now like for me to provide to confirm that I am a former customer. Kindest Regards, ***************** Business Response /* (4000, 9, 2022/10/19) */ We do not have a customer named "****************** Email us a ********************** with your planet express suite number. We cannot help you if you cannot find you.

  • Initial Complaint

    Date:08/27/2022

    Type:Customer Service 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 Person Tried to scam Me For a 13 mini Apple iPhone I've been in contact with Gardenia California post Office And with Detroit Michigan post Office Trying to see what I can do to stop them from receiving the Package I was told to give you the tracking number and to let you know that it is a scam And that you all will Be In contact with me

    Business Response

    Date: 09/22/2022

    Business Response /* (1000, 5, 2022/09/07) */ Thank you for reaching out to us, we have block that person to use our service. Please contact us at ********************** to arrange return of your item, including the tracking number in the email too. Thankyou

  • Initial Complaint

    Date:06/22/2022

    Type:Product 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.
    Date issue occurred: 06/21/2022 Amount paid: $20USD for consolidation services Damaged item total value is $64.43 USD I ordered items for shipping from the USA to Canada and paid for Planet Express to consolidate my items into a single package. When consolidating, you have the option to keep the item in the outer packing it was shipped in, to keep only the retail packaging, or to remove all packaging. I am a video game collector and did not want my item damaged. I requested the item to be shipped in the original outer packaging. Against my instruction, Planet Express staff opened ALL packaging, including the clear plastic factory seal protecting the item. I noticed the issue when Planet Express sent a photo of the items to consolidate, and the outer factory seal on the game was visibly torn and damaged. I tried reaching out to customer support over online chat to look into the issue further. A person named "****" advised filing an error report with the warehouse. As per customer support, I filed the report and received photos from the warehouse claiming the item was unopened. Planet Express closed the error report immediately, before I could even respond. In the new photos Planet Express provided of my game, the clear plastic factory seal was completely gone. By removing all packaging against my specific instruction, Planet Express damaged and devalued my item. Consolidation is a paid service and I expect my items to be consolidated properly according to instructions. I have photo evidence of the instructions to leave it in original packaging, photos of the item in brand new condition (along with confirmation from the seller the item was factory sealed), as well as photos of the damaged factory seal Planet Express themselves sent me. I am looking for assistance with resolving this matter in a way that is fair and reasonable I feel compensation for the item's value/purchase price would be a fair resolution. This was Planet Express' mistake and is unacceptable.

    Business Response

    Date: 07/12/2022

    Business Response /* (1000, 5, 2022/06/24) */ Hello, Thank you for your BBB review. I do see you have sent an email that is still pending review by our support staff. Please be patient. Once reviewed we will credit you the value(s) of the damaged item(s). Consumer Response /* (3000, 7, 2022/06/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I STILL have not heard back from Planet Express regarding refunding the damaged item. I received my parcel in the mail today and the factory seal is 100% gone, completely ruining my item. Planet Express has not responded via email to my complaint. I'm extremely disappointed with my experience and hope I will be refunded for the value of my item. I have attached a receipt showing what I paid for the item. Until Planet Express refunds me, this issue is not resolved. Business Response /* (4000, 9, 2022/06/30) */ Credit has been issued to your account for the amount of 20USD for consolidation services and $64.43 USD

Planet Express Shipping LLC is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

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.