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Complaints

This profile includes complaints for ShipBob's headquarters and its corporate-owned locations. To view all corporate locations, see

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ShipBob has 2 locations, listed below.

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    • ShipBob

      120 N Racine Ave Ste 100 Chicago, IL 60607-2082

      BBB accredited business seal
    • ShipBob

      5900 W Ogden Ave Cicero, IL 60804-3873

      BBB accredited business seal

    Customer Complaints Summary

    • 15 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/28/2023

      Type:Delivery 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 February 28, 2023 I was instructed by ************* to contact ShipBob in regards to a package location. ************* specifically told me the package was sent out using ShipBob fulfillment center and to contact them regarding the location. I contacted ShipBob and have been given the run around non stop. They tell me they will only speak with merchants/sellers and will not tell me where my package is. They copy and pasted the same email multiple times in a row rather than answering the questions I have. My package was supposed to be delivered yesterday February 27, 2023 but it has yet to even reach **** to be delivered to me nor has it come through any other service. I haven't had a tracking update in 5 days other than "Departed Shipping Parter Facility" and now have no clue where my package is nor if I will ever get it and nobody will help.

      Business Response

      Date: 03/01/2023

      Hi there, we are sorry to hear about your issue, but our systems show the handoff to the shipping carrier and their receiving scan. After we hand the order off to the carrier, they take control for getting the order to the end consumer, which is why we suggest you reach out to them.
    • Initial Complaint

      Date:02/24/2023

      Type:Delivery 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 placed an order (Order #********) with ShipBob on February 11, 2023, to have my products shipped to me by parcel. However, ShipBob informed me that they did not have a box big enough to accommodate my order. I then requested that the order be shipped by palette instead, but ShipBob has failed to take any action on my request. Despite numerous emails to their customer service team, the products have been sitting in their warehouse in *****, and I have been charged a storage fee each month. ShipBob's system does not allow me to cancel or modify my order. When I requested to speak with a manager, I was told that their facilities do not have direct lines for contact. I have not received any assistance from ShipBob and have not received my products. I am requesting your assistance in resolving this issue.

      Business Response

      Date: 02/24/2023

      We take these messages very seriously and are reaching out directly.

      Customer Answer

      Date: 02/27/2023

       
      Complaint: 19488839

      I am rejecting this response because ShipBob has not sent out the order yet. The timeline on their website suppose to show all the changes they made. However, they manually deleted the part where it said it will be shipped on 2/27/2023. Now, it shows that the order will be shipped on 2/28/2023. 

      The director at the Merchant team did send me an email which I really appreciate. However, they need to actually ship the order.

      Sincerely,

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

      Business Response

      Date: 03/01/2023

      Hi ****, can you please confirm that everything has been sent out? Thanks!

      Customer Answer

      Date: 03/02/2023

       
      Complaint: 19488839

      I am rejecting this response because: ShipBob has yet to ship out the order, citing the need to add the shipping boxes for the products. However, I provided the necessary information six days ago and urge them to expedite the process. Additionally, I have a concern regarding the shipping cost, as I sent an email on Feb 25, 2023, requesting a ballpark estimate, but have yet to receive a response. I simply wish to know if the shipping cost falls within the range of $500-$1000 or $1000-$1500 or if the price is unreasonable. I fear that they may automatically charge an exorbitant amount for shipping. Given these inconveniences, I request a reasonable shipping cost be provided.


      Sincerely,

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

      Business Response

      Date: 03/02/2023

      Will reply ASAP. Looking into now.

      Customer Answer

      Date: 03/03/2023

       
      Complaint: 19488839

      I am rejecting this response because: there are several issues that require immediate attention and resolution. 

      Upon reviewing my account, I noticed a warehouse storage fee of $143.93 that was billed to my account yesterday. However, I had already emptied everything out of the warehouse on Feb.11 when I placed the order. I would like to request a refund for the erroneous charge.

      Secondly, I have already mentioned to the Director of ************* that although I had ordered everything that was in the warehouse, the inventory on the website did not reflect this. It only deducted some items from the inventory as if there were still products left in the warehouse. Even today, the ShipBob inventory page shows that there are products left in the warehouse, but I have already cleared out everything on Feb.11.

      Furthermore, I noticed that the number of custom boxes associated with my account (ShipBob ID # ********* was manually changed from 28 to 23 boxes on the inventory page, without my authorization or notification.

      Lastly, I have not received any response to my inquiry for a ballpark figure of the shipping cost for my order #********. I would like to avoid any unexpected and potentially outrageous costs associated with this shipment. I kindly request that they promptly provide me with an estimate. As this is a palette shipment, I request that they can choose the most economical shipping method. If there are any factors that *** affect the final cost, I would like to know about it.  

      Sincerely,

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

      Business Response

      Date: 03/10/2023

      Will follow up directly.

      Customer Answer

      Date: 03/12/2023

       
      Complaint: 19488839

      I am rejecting this response because: of several reasons.


      Firstly, my order still has not shipped and I have not received a quote yet. Therefore, I do not know the amount of compensation that will be provided for an order that has not shipped for over a month. Additionally, I wouldn't be able to accept until I confirm that I received all of the products safely.

      After sending several emails over the course of a month without a solution, a ShipBob representative finally contacted me via phone. Although I am grateful to have spoken to a human representative who is committed to resolving the issue, I remain concerned that in the past, ShipBob did not inform me of the loss of my PCB unit. And recently, they did not inform me of the loss of the boxes. Had I not caught them changing the number of inventory, I wouldnt have known that they lost these items. These incidents causes me to worry about the possibility of lost items or receiving fewer items than what I had ordered.


      Therefore, I would like to continue to update my situation here until everything is clear. 

      Sincerely,

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

    • Initial Complaint

      Date:10/11/2022

      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.
      After months of meeting with Shipbob's team to set up drop shipping for Nordstrom and Saks Off Fifth, both connections are still not set up, and it's October. When I originally met with the team in April, they told me they could definitely dropship to both of these companies. It's October, and after numerous email threads back and forth, my drop ship set up is not complete. All I have received are numerous excuses. I've wasted money on inventory, and thousands of dollars for an EDI connection with SPS Commerce due to Shipbob's negligence. This is the most unethical company I have ever dealt with. I actually gave them a second chance after stealing thousands of dollars from me after they packaged my orders incorrectly, and misplaced inventory. They have completely ruined my business and my drop shipping launch. I would recommend this company to absolutely no one. They dropped the ball and have been dragging their feet while I have orders sitting there in limbo.

      Business Response

      Date: 10/12/2022

      ******, we take all feedback seriously and will be reaching out directly and immediately on this.

      Customer Answer

      Date: 10/13/2022

       
      Complaint: 18201153

      I am rejecting this response because: YOU HAVE NOT TAKEN ACTION ON WHAT I'VE ASKED YOU TO DO.  SEND ME MY INVENTORY NOW.

      Sincerely,

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

      Business Response

      Date: 10/19/2022

      Please reply directly back to the team working with you on resolving this ASAP.

      Customer Answer

      Date: 10/27/2022

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********. ********************** has sent back my inventory free of charge. 
      Sincerely,

      *******************
    • Initial Complaint

      Date:09/26/2022

      Type:Delivery 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.
      1. Late deliveries resulting in a suspension warning from Amazon.com 2. They shipped parts used for kitting to a customer, leaving the customer without his product, and us with no inventory to kit. This resulted in us with a gap in order fulfillment, costing us revenue.3. Technical support is useless. Every chat window results in an agent "opening a ticket" which then goes unresolved.

      Business Response

      Date: 09/27/2022

      Hey ****, we are reaching out directly to resolve everything, thanks.

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