Complaints

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.

• Initial Complaint

  Date:12/07/2022

  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.

  Shipping Cart is a cross-border delivery service that provides its customers a US address (Shipping Cart Warehouse) to which customers can route their online purchases then Shipping Cart will deliver the items to *************** for a fee.Last November 14, my purchase was delivered to Shipping Cart ****** but after a week, I still didnt have the ability to ship to ***************. Shipping Cart advertises that it only takes them 2-3 working days to upload items to cart, which should allow the customer to check-out and ship the package to ***************.I raised this concern and they said they are experiencing a huge volume of packages and assured me that I will be able to ship my item by November 21. It was already November 22 and they were no longer responding to **** found out on their ******** page that many customers complain about the delays and how they were not informed about it prior. Complaints instantly get deleted from their page. After I shared my comments, they deleted my post and blocked me! I called them out about it and they told me that my comment was harmful to the interest of ShippingCart and its affiliates. I never said anything foul, I just shared my own experience. They also blocked me on Instagram.After a series of emails with customer service, they finally uploaded my package to cart and I immediately paid the cost of shipping to *************** ($60), hoping its the end of my problems with them. Until now, they havent shipped package out and kept on giving false promises. They also suspended my Shipping Cart account and tagged it for termination claiming that I violated their terms due to my comments.Despite the issues, they keep on advertising their service like everything will go smoothly. Lots of negative comments on their ******** page that end up getting deleted. I started making screenshots for evidence before they delete them.They now promised to deliver my package by December 10 yet havent shipped it out yet.

  Business Response

  Date: 12/19/2022

  Hi BBB Team,

  Thank you for this opportunity to respond to the customer's complaint and be able to explain our side. 
  
  We're responding to this case to make you aware of how we, in the ShippingCart **************** team, handled her concerns regarding her item that arrived at ********** warehouse address and its delivery to her address.
  
  *********************** sent us an email on Nov. 22, 2022. Maw, the ** Manager, assisted her from Nov. 23 until Dec. 08 and she responded to all of her emails and explained the transition of our US Warehouse (from *******, ** to ********, **) and the challenges we were facing. We've sent email updates and posted the changes on ************ pages ******************** and ********* to inform our customers.
  
  Below are the links to ********** warehouse launch posts on our ************ pages:
  https://www.facebook.com/363464853855748/posts/pfbid037GWvTum5jQ5FZxo7XVyWNQNozdigcxPaJsanhib8HMxqqTguTG4sAQjc6BVeQRedl/?mibextid=Nif5oz 
  Instagram: https://www.instagram.com/p/CkFpTrypoe0/?igshid=YmMyMTA2M2Y= 
  Twitter: https://twitter.com/shippingcart/status/1584447669346652163?s=20&t=87AM2FTBjlJcRM-ltaYCMA 
  
  We acknowledged the customer's feedback and asked for her support and understanding as we resolve the challenges we faced in launching ********** warehouse. We also worked on an advisory and shared it with all our affected customers.
  
  The customer's package was posted on her account. We accepted that there was a delay in processing her item due to backlog on item processing. Then, the customer was able to check out her item and we prioritized the shipment by informing our Business Unit head. It got delivered to her address before the estimated delivery date.
  
  Maw was also able to explain why we need to let go of her/offboard. Please refer to the attached files for your reference in your investigation.

  Feel free to send us a message if you have further inquiries/concerns as we are very much willing to assist you. Thank you again.