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Business Profile

Fulfillment Services

Ship Smart LLC dba Jetpack

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fulfillment Services.

Complaints

This profile includes complaints for Ship Smart LLC dba Jetpack's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 6 total complaints in the last 3 years.
    • 2 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:04/11/2025

      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 supplement through ********* called *******. I received the order on Tuesday containing 9 bottles without. I tried to order 6 bottles, but the site charged me for 2 orders totaling 157.95. After reading about this supplement, I find that I cannot take it as I have been diagnosed with Hoshimotos and it is a danger to my health. I emailed them 4 times with no response so I contacted the return address with no response. I am well within the 90 day 100% money back guarantee for this product, but get no response. I just want a return label to send back all 9 unopened bottles for a full refund.

      Business Response

      Date: 04/21/2025

      Hi,

      Jetpack is not the merchant that sold you this product, and cannot offer you a refund. We are the fulfillment center that sent you the package on behalf of Rosabella. We will speak to the ********* team about your complaint to ensure that your refund is honored in a timely fashion. 

    • Initial Complaint

      Date:05/19/2023

      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.
      [BBB transcription, see Attached document]

      Gentlemen:
      I am writing this letter regarding a product I purchased from Prodentim.. My account number with them is ********.
      This product was purchased on 02/20/2023 based on a full refund guarantee if the product did not perform as advertised throughout the 60 day guarantee period. I received the product on 02/25.23 and used it as instructed throughout the guarantee period which expired on or about 04/25/23. The product did not perform. I contacted the company requesting a refund of $308.70, which is the amount I paid. The company replied saying I didn't have to return any left-over product but they have not sent my refund. I paid for the product using my Master Card and respectfully request your assistance in obtaining my refund from Prodentim Co.
      I contacted Prodentim Representative Medellon on 04/23/23 and explained that the product was unsatisfactory, did not work and that I wanted a full refund per their guarantee. Failure to receive an appropriate response has prompted me to write directly to you.

      Customer Answer

      Date: 05/22/2023

      [BBB transcription via attachment]

       

      I am writing this letter regarding a product I purchased from Prodentim.. My account number with them is ********.


      This product was purchased on 02/20/2023 based on a full refund guarantee if the product did not perform as advertised throughout the 60 day guarantee period. I received the product on 02/25.23 and used it as instructed throughout the guarantee period which expired on or about 04/25/23. The product did not perform. I contacted the company requesting a refund of $308.70, which is the amount I paid. The company replied saying I didn't have to return any left-over product but they have not sent my refund. I paid for the product using my Master Card and respectfully request your assistance in obtaining my refund from Prodentim Co.


      I contacted Prodentim Representative Medellon on 04/23/23 and explained that the product was unsatisfactory, did not work and that I wanted a full refund per their guarantee. Failure to receive an appropriate response has prompted me to write directly to you.
      I will appreciate your assistance in resolving my complaint and would like Prodentim to refund my purchase price of $308.70.


      If the left-over product must be returned, please direct Prodentim to make arrangements to pay for the return shipping expense.


      Enclosed is a copy of the packing slip received with the initial shipment. It is on the reverse side of this letter.


      I look forward to hearing from you soon regarding my problem. 1 would like to receive a response from you within 20 days.
      Sincerely,


      Business Response

      Date: 05/22/2023

      I reached out to the vendor and expect a refund to be issued if it has not already been issued.

       

      Customer Answer

      Date: 05/23/2023

       I am rejecting this response because: I have not received the requested refund.  The refund will be satisfactory if in fact received.



      Business Response

      Date: 05/23/2023

      Attached is proof from the vendor that the refund was processed on May 4th 2023.

    • Initial Complaint

      Date:01/09/2023

      Type:Product 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.
      12/14/2022 customer code *******
      1. Revitalize night quantity 3 Item ************
      2. Ikaria Lean belly Juice quantity 6 Item ************ 
      PRODUCT HAS 180 DAY GUARANTEE FOR RETURN W/REFUND

      Business Response

      Date: 01/21/2023

      We are only he fulfillment center, and we do not have the right/authority to issue refunds. We have reached out to the merchant and made them aware of the situation. I am confident that we will reach a good resolution.

       

       

      Customer Answer

      Date: 01/23/2023

       Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    • Initial Complaint

      Date:11/14/2022

      Type:Service or Repair Issues
      Status:
      Unpursuable
      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.
      Around the end of October I purchased 18 bottles of NeuroTonix and I wanted to return them within the first two weeks but because of misinformation and misdirection with provided phone numbers it was impossible. It showed the Talmadge address listed under the JetPak in Akron, OH with BBB. Workers were unable to give proper directions for sending returns. Phone number provided by Talmadge, OH sent me to FL who said it was not theirs.

      I want a correct mailing address to return the product and I want a full refund.

    • Initial Complaint

      Date:08/31/2022

      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 ordered 3 bottles of Prodentim. I received a box with one bottle and an included invoice showing three bottles shipped. I emailed the company 3 times, receiving an automated email, the same one, three times promising a response. I have received no response.

      Business Response

      Date: 09/14/2022

      [BBB Transcription via Email]

      The customer reached out to us via email to let us know that he only received one out of three bottles of our product.
      We talked with the customer and he accepted our replacement package and an additional bottle free of charge to compensate our mistake.

      Customer Answer

      Date: 09/19/2022

       I am rejecting this response because:

      They said they were sending a "free" bottle. All they sent were the two they owed me. Close enough. Future buyers beware...


      Business Response

      Date: 09/22/2022

      There was a miscommunication between him, the vendor, and "us" the fulfillment center. We will be sending him a free bottle so we can close out this complaint.

      Customer Answer

      Date: 09/23/2022

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Ship Smart LLC dba Jetpack is NOT a BBB Accredited Business.

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