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Business Profile

Ecommerce

Shipmonk

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 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:09/01/2022

    Type:Product Issues
    Status:
    Unanswered
    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 contacted Shipmonk in February 2022 about partnering to do packing and shipping for my nonprofit subscription box. I was quoted shipping prices that were comparable to the ones I was getting. Everything looked good so I started having my products shipped to their warehouse in May 2022. That's when the problems started.Shipmonk lost my custom boxes for a month and a half causing two months of boxes to be shipped late. In addition, the shipping costs were 2-3 times what I was quoted. I quickly discovered that the time I was supposed to save packing and shipping the products myself was lost because I ended up spending way more time on the phone with them trying to figure out how to solve the numerous problems that came up. It ended up being more trouble than it was worth and mid July I decided to close my nonprofit. I spent hours talking to them on the phone and over email about how to get products shipped out and was relieved in mid-August when the last of my boxes were shipped from the center. Then I got an email from a customer saying that her box was never delivered. I discovered that 20 boxes never actually left the warehouse and 3 boxes in my inventory just disappeared. Now I am faced with having to refund those 20 customers for a product that is worth $119. My nonprofit was setup to benefit society, not turn a profit and therefore it just breaks even. I am faced with refunding those customers with money that I don't actually have. I would like Shipmonk to reimburse me $2737 for the lost boxes.This has had huge repercussions for the rest of my life because of the time I have wasted and will waste trying to sort this out. A huge nightmare and I hope this claim provides a warning to others never to do business with this company.

  • Initial Complaint

    Date:07/05/2022

    Type:Order 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 worked with ShipMonk for my small beauty business for just under a year and they took complete advantage of me. There are mysterious "other charges" on every single bill with no explanation, lost packages, delayed shipping which created customer complaints. THIS IS NOT A BUSINESS THAT CARES ABOUT ITS CUSTOMERS. They gave me the run around after losing my new product for almost two weeks which delayed the launch of the product over the holidays and have cost me so much time, money and frustration. I had to badger them to close my account and pack my stuff which I went a picked up from PA just so I could make sure my products were safe. They packed it haphazardly and many items were damaged at my cost of course. I was promised REPEATEDLY by the "manager" Josh H******* that I would not be charged for my closing order because of all the discrepancies and then I was charged 3 more times just under 900. I spoke to multiple people every day for 2 weeks and it was one excuse after another. Also, the "closing team" that I actually do not believe exists NEVER contacted me to close my account after multiple mentions of "they will reach out soon" so I had to continue calling every day to get help. When I complained about how my final order was packed they said I didn't specify that they were fragile so it was packed as normal with NO BUBBLE WRAP OR PAPER just my products slamming against each other. The missing box got found and they re-boxed it squishing them together 10 out of 50 were damaged beyond repair. The others need to be repackaged because the packaging was destroyed. They still say they cannot finishing closing my account because they need a "closing team manager's" approval. I don't want anything but account TRULY CLOSED and my balanced refunded to me. I cannot get all the money back they have damaged and stolen with their shady "fees." I attached an email thread of the run around and images of my poorly packaged products and all the damages.

    Business Response

    Date: 08/10/2022

    *******,


    Thank you for reaching out regarding this matter. We profusely apologize if the clients experience with ShipMonk was less than satisfactory. At ShipMonk, we aim to give all our merchants world-class service, and we are reviewing this feedback with our Client Success team to address the noted issues at hand.


    After reviewing the complaint ID ********, we are able to confirm that we have met **. **********'s requests as of the date the account was closed and refund issued. Specifically, we:


    • Responded to her complaints regarding the service

    • Issued a refund in the amount of $568.48

    • Have closed her account service with ShipMonk

Shipmonk is NOT a BBB Accredited Business.

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