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:12/11/2022

  Type:Product 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.

  Invoice #******** Package #******* I paid the business $60.51 USD for shipping and an additional subscription of $9.99USD.I had two packages shipped to reship. When I saw the shipping cost for one I was appalled that it was $45USD. So I opted to wait for the second package to arrive at their shipping centre to consolidate the packages. I contacted their customer service agents multiple times to ask about package consolidation and all I was told was to purchase their monthly subscription to have the option to consolidate for $9.99 USD. Upon purchasing the subscription they added additional charges of a repackaging fee, daily holding fee and even packing material fees. I find their services nontransparent from additional charges to an additional shipping payment on retrieving the item of $38.46 CAD I had to pay to get my package. I attempted to contact a customer service representative and was told they cannot issue a refund for the amount accrued. The other charge you have paid with *** is for duties/tax which is not charged to you by Reship but also not specified anywhere in their website. Overall I spent around $135 in shipping costs for a company that claims to be committed to providing quick, cost effective, and convenient methods to deliver what you want, where you wantIm extremely disappointed in the service and hope that others do not use this service

  Business Response

  Date: 12/14/2022

  Hi *******************,

   

  Reship offers a full description of charges on our pricing page found here (*****************************************) which provides a breakdown of our charges including handling fees, storage fees and of our pricing plan benefits. 

  We encourage all customers to view this prior to using our service so they know the cost to ship the items to their location. Consolidations are only available on membership plans which all customers can select through their account. Membership plans also include extended storage times to help save customers money if they plan to leave their packages in our warehouse for up to 30 days. 

  Our terms and conditions let our customers know they may expect a brokerage/duty charge depending on the import country and their regulations, these are charged by customs not Reship.

   

  Please view our terms and conditions below for more information

   

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

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18556842
  
  I am rejecting this response because:

  i Do not see information in your links regarding additional packaging fees and consolidation fees. 
  

  I also feel theres a lack of transparency as you place in your terms the additional costs that *** be incurred by the postal service instead of upfront. 
  

  I am still seeking my original request 

  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/24/2023

  Hi,

   

  www.reship.com has a "Membership" Tab at the top. This provides a full breakdown of all the service costs. I am unable to paste in this message so we encourage you to review the chart we have on our website which shows the fee as "Consolidation Fee" and under is a category called "Consolidation Packing Material Fee". 

  All our services and storage related fees are also available to view on this page so all customers can see how storage fees are charged based on the plan they selected. 

   

   

   

   

• Initial Complaint

  Date:10/23/2022

  Type:Sales and Advertising 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 had an an online purchase that was shipped to reships ****** facility. before I had the order shipped to reship.com, I used their online shipping calculator to get the price estimate of shipping the item I needed to ******. I got a reasonable price when I used their shipping calculator so I decided to use their service. Once the item arrived to reship.com, they estimated me a price for shipping that was over $100, nearly twice what they originally quoted me. The item I originally had shipped to reship only cost about $145 including shipping. ****** wanted to charge me over $100 to ship the item from ****** to ******. I asked reship to refuse the package and return it to the sender so I could get my money back. They refused to do that. I asked for a supervisor to call me and they would call me at late hours in the east coast and gave me the run around with a standard response. I have asked them to call me recently and they refuse to do so. They have not responded to my last couple emails. They are now saying that if I don't pay them a storage fee along with shipping, they will throw away my item on October 25th. This is ridiculous.

  Business Response

  Date: 10/24/2022

  Hi,

   

  We have responded to all emails and messages within 24 hours' time. Last response was 12 days ago and no other emails have been received. We have offered 3 different options as a solution for the customer all of which the customer refused. We have had two managers call the customer a total of 6 times leaving numerous voice mails (Pacific Standard time) during office hours. 

  The customer has requested to return the package to the vendor which we have asked the customer to provide us with a prepaid label and we will send it with the driver at collection. Each time we have offered this, there has been no label provided. 

   

  Please advise the customer to submit their own prepaid label via PDF to [email protected] and quote the package number so we can resolve this. We have offered this to the customer 3 different times. 

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18302062
  
  I am rejecting this response because: I sent them an email as recently as October 23rd and they have not responded. They have pulled a bait and switch on me by quoting me a low shipping price originally and then trying to charge me a much higher shipping price later
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/08/2022

  Hi *******,

   

  We are sorry to hear you are not happy with the outcome. The information we provided was pulled from our records regarding the shipment information. We have done our very best to offer solutions and are sad to hear you are not happy with any. 

   

  We hope you are able to accept a resolution we have offered. 

• Initial Complaint

  Date:10/06/2022

  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.

  I purchased and shipped a collectibleitem to my Reship.com suite via ***** **** tracking said they delivered my box on September 15 11:25 am and then it was picked up and delivered at thefront door of the ****** facility on September 27 12:49 pm according to ***** The package was delivered at *************************************************************** This is Reship.com zip code.I have been in contact with ****** on September 22, September 30 and October 4. I have been advised to that they will check with the warehouse team to locate the package manually and still have not received an update when the package was delivered.On September I was advised by a ****** repMartha"Our warehouse team confirmed that the package is not in our facility. We have cases that packages were delivered to our neighbors. Most of them are kind enough to bring the packages to us. As mentioned previously, we can wait for a few more days or you may contact the vendor/carrier to raise this issue." I have set up an investigation with **** regarding this matter as well. It should not take almost a month to locate an item that was delivered. Would like to get my item and have it shipped.Here is the details from **** Sep 27, 202212:49pm (NO SECURE LOCATION) AVAILABLE **************************** Sep 27, 202212:47pm (DELIVERED FRONT DOOR/PORCH **************************** Sep 26, 2022

  Business Response

  Date: 11/08/2022

  Hi *****,

   

  We are sorry to hear your package was not delivered to our warehouse. Unfortunately, Reship.com does not control where drivers deliver packages to. We tried connecting with our neighboring units asking if your package was misdelivered however, they also do not have your package. 

  Reship.com is not able to file claims for our customers if we have not shipped the packages from our accounts. We encourage you to reach out to the vendor/sender of the package with signature confirmation of the deliver from the carrier so they may further assist in finding your package that was not delivered to our warehouse. 

   

  We are saddened to hear of your missing package and hope the sender is able to further assist. 

• Initial Complaint

  Date:05/10/2022

  Type:Product 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 have a complaint regarding Reship. Today May 10, 2022 I logged onto my account and receiveda message stating my account has been flagged for Fraudulent Activity. I have never had any issues with my account regarding this typeof activity and the email sent to me was vague.Here is the email message:Dear *****************************, We have flagged your account as fraudulent due to particular reasons. To resolve the issues as soon as possible, please reply to this email or contact customer service ***************) with the following items prepared: Driver's LicenseUtility BillCredentials will need to be a clear image in PDF format validated by professional parties and may take up to 7 days to confirm.I have contacted Reship today (May 10 2022) and sent over the required documents.I have been advised it will take up to 7 business days to clear. I was told there was an issue with my IP address whichmakes no sense to me. I have had several issues with this company in the past and I have filed with theBetter Business Bureau which you have stepped in and helped me. I am really concerned with this request being legit and the submissions of my ID's to this company. I am filing this complaintwith you as I am not happy with this service and not giving a valid reason for the hold on my account which is preventing me from shipping my items.

  Business Response

  Date: 05/11/2022

  Hi ***************************,

   

  Your account has been linked to multiple different accounts that have participated in fraudulent activity that has been reported to police by vendors. Reship has nothing to do with sales between ****************** but we do comply with requests to suspend accounts that are linked to other accounts that are under investigation. Your account has been flagged as fraudulent since the ** address you used to access your account is the same ** address as the fraudulent account reported. Reship takes cyber fraud very seriously as do the police. We have been asked by the police to suspend any accounts linked, which we have. Reship verifies ID which can take time. 

   

  Customer Answer

  Date: 05/11/2022

   
  Complaint: 17187231
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

   

  Here is the updated message from ReShip I received yesterday. 

  Hello,
  
  Thank you for reaching out to Reship. Reship has sophisticated software that detects if accounts are linked through programed algorithms. The software has linked your account with another account that is being investigated by police. Since your account is not directly being investigated, please supply a valid government-issued photo ID and 1 utility **** for your account to be re-activated. Reship will not re-activate a linked account without providing an ID.
  
  
  Regards,

   

  Customer Answer

  Date: 06/03/2022

  Hello,

   

  The issue was resolved a few weeks ago and now it is happening again. Reship has suspended my account due to fraud and I am unable to ship my items. I have resent the required documents Drivers License and ****. I would like to reopen my complaint with them. 

   

  Thank you,

  Shawn 

  Business Response

  Date: 06/07/2022

  Hi *****,

   

  As far as our system is showing, your account is active. Please clear your cache and refresh your browser. 

  Thank you,

  Customer Answer

  Date: 06/08/2022

   
  Complaint: 17187231
  
  I am rejecting this response because: I received a message the next day after contacting you and they have removed the hold from my account due to the Paypal chargeback for not receiving my package. They threaten to close my account permanently if they receive another chargeback from Paypal.  Here is the message:

   

  Hi *****,
  
  Good day from Reship, we have activated your account temporarily, but if there is another chargeback, this account will be deactivated permanently.
  
  Regards,
  
  ****************
  Reship Customer Service
  
  Sincerely,
  
  *****************************