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Business Profile

Freight Forwarding

Shippabo

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Freight Forwarding.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:01/09/2025

    Type:Billing 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 engaged Shippabo for freight forwarding services to import goods to *****************. I was provided a quote of $2,402.16 for the shipment, which I confirmed with their team multiple times as being accurate. Despite this, I have been charged significantly more due to additional fees, including a $1,000 trucking charge, which was neither clearly communicated nor explicitly approved.On November 12, 2024, I reluctantly agreed to proceed with the shipment after being informed of the additional trucking charge due to a typhoon. However, my statement explicitly reflected frustration and resignation, not approval of the charge. My exact words were: "I guess, I will pay the extra $1,000, but I definitely am unhappy with the service and communication."On November 14, I repeatedly requested an updated quote and was informed by Shippabos team that the portal had been updated. However, the portal continues to reflect the original quote of $2,402.16, which was the basis of my decision to proceed.Shippabos lack of timely communication, failure to update the portal with accurate costs, and imposition of charges without my explicit approval have made it impossible for me to make informed decisions.Desired Resolution:Void the $1,000 trucking charge, as no clear approval was provided and the updated quote was never accurately reflected in the portal.Desired Outcome:A full resolution of the disputed charge and a commitment to improved transparency for all clients moving forward.

    Business Response

    Date: 01/21/2025

    Thank you for bringing this matter to our attention. Below, we have provided a detailed response to address the concerns raised by *********** regarding their shipment and the associated ********** Shippabo, we are committed to providing clear communication and reliable services to help our clients manage their logistics needs effectively. While we aim for seamless transactions, challenges can occasionally arise, particularly when external factors impact timelines and costs.

    Timeline and Context of Events
    Birdie Golf initially expressed the importance of delivering their shipment before Black Friday due to sales deadlines. At the time we provided the original quote of $2,402.16, there was sufficient time and buffer to meet their specified timeline. However, two critical delaysboth beyond our controlsignificantly impacted the delivery schedule:

         Supplier Delay: The supplier delayed the cargo ready date by 21 days, reducing the flexibility needed to meet the original agreed timeline.
         Typhoon Disruption: A subsequent 7-day delay caused by a typhoon further complicated the shipment schedule.

    Given these challenges, we presented Birdie Golf with an alternative option to expedite the delivery via direct trucking, ensuring that their shipment would arrive on time despite these unforeseen disruptions. It was communicated that this expedited trucking option required an additional $1,000, as the original quote and service timeline could no longer meet their delivery needs.

    Client Approval and Communication
    While Birdie Golf expressed dissatisfaction with the additional cost and service communication, they ultimately approved the $1,000 charge to proceed with the expedited trucking option. Their acknowledgment of this approval is reflected in their email response: "I guess, I will pay the extra $1,000, but I definitely am unhappy with the service and communication." Although they conveyed their frustration, this statement confirmed their decision to proceed with the updated option. Importantly, Birdie Golf was provided with the choice to stick with the original shipment fee and delivery date, which they opted not to pursue.

    We acknowledge that our portal was not updated to reflect the additional trucking cost, which may have contributed to Birdie Golfs confusion. While this was an oversight on our part, our operations team dedicated significant resources to mitigate delays caused by the supplier and the typhoon, ensuring that the shipment was delivered by the deadline.

    Resolution Offered
    To acknowledge the inconvenience Birdie Golf experienced, we extended a $500 reduction on the expedited trucking cost, despite having incurred real expenses to arrange this option. This offer demonstrated our commitment to fairness and customer satisfaction while balancing the fact that the additional cost was necessary to meet their critical timeline.

    Commitment to Transparency and Ongoing Improvements
    We take concerns regarding communication seriously and are actively reviewing our processes to prevent similar issues in the future. This includes ensuring that all cost adjustments are promptly reflected in our portal and thoroughly communicated to our clients. Our goal is to maintain transparency and provide exceptional service to all of our customers. We believe this complaint has been addressed fairly, given that the additional charge was both communicated and approved, and we went above and beyond to prioritize the shipment under challenging circumstances.

    Thank you for the opportunity to clarify the situation. If the BBB requires further information, we are happy to provide additional clarity.

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