Complaints
This profile includes complaints for Cryoport Systems's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:01/17/2024
Type: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.
Cryoport is shipping embryos via fed ex despite written instruction that this is prohibited. I have contacted fed ex as well as other labs who have confirmed in writing and with fed ex terms of agreement that shipping human (and animal) embryos is prohibited. Cryoport claims they have an exemption that they are not allowed to show anyone. Since this exemption cannot be provided and likely does not exist, the
Business Response
Date: 04/15/2024
Hello,
Your claim that we are not allowed to ship embryos via ***** is wholly inaccurate. Specifically, under the terms and conditions of our services agreement with them, ***** agrees that the ***** Service Guide provision(s) prohibiting shipments containing human body parts and human embryos is waived in relation to Customers shipment of in vitro fertilization (IVF) products As such, our shipment of embryos by ***** is expressly authorized and in compliance with ***** guidelines. At Cryoport, we understand the importance of our clients precious materials and work tirelessly to see that their eggs, embryos, or sperm are transported in a safe and secure manner. Keeping our clients at the center of all we do has enabled us to create standardized processes and cutting-edge technologies that will have a positive effect on family development.
Customer Answer
Date: 04/15/2024
My interactions with this company is complete. Per FED EX, no such waiver exists. Any customer can call to verify this at any time and FED EX will tell you embryos are prohibited. *********** claims to have a waiver but could not prove this, even to FED ex.. that being said, cryoport did finally allow premium shipping with another company at the standard price. IF the waiver was truly available, FED Ex Would have allowed standard shipping.. I will not do any further business with this company but think it's important for future clients to be provided accurate information and safe transport that is not prohibited by the company (FED ex). Just because they typed a statement in quotes doesn't mean it's real.
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