Shop & Ship
Reviews and Complaints

Your customer service is not helping at all!

On the case above, you delivered my package to an old address, although my new address is more than one year maintained in your app. You also delivered correctly to my new address with other packages before, so no idea why you suddenly use an old address.

I went to my old address and the people say they don't have the package. I have asked your team to follow up, but the only answer I get is that the package was delivered to that old address. So I have asked for a signature on delivery which you don't have, meaning you can't even prove you delivered anything. What quality is that?

Since this is clearly your fault, I expect you to deliver my package or refund. The answers from your support team are just scripts, horrible.

I bought some items for christmas gifts via eBay. eBay, the seller and the courier all confirmed that the items were delivered to their Springfield Gardens warehouse. However, shop and ship told me they wont send the items to Abu Dhabi as it was not scanned and was considered bulk mail. In addition, 2 items were not going to be delivered as well because they cant track Canadian Post's parcel even though I already shared the tracking number, plus the link, and Canada Post website. They are just closed minded people who doesnt want to exert effort in recovering or rather delivering items beyond USPS tracking. If your shipment doesnt use USPS tracking, definitely they will either intentionally not deliver or will mark it as cant track, even though you gave them all proof and worked as twice as much as them in trying to get your items. To no avail, they wont refund you the items and neither do eBay. 200usd down the drain for christmas.

Shop and ship, especially aramex South africa, are absolutely pathetic. I have a shipment on hold for more then 10 days. It arrived in my account, in South Africa , on 8 September 2023. The shipment were on hold , due to the invoice not available. On 9 September 2023 , I have uploaded the invoice, and also contacted the local shopanship team, which advised me to send the invoice through email to them for further action. I have send numerous emails after that and submitted numerous requests to release the shipment. I’ve contacted the aramex team in South Africa and were holding for 11 minutes plus when the call got disconnected. This happened 4 times. The customer services also relayed my call to the “concerned” department after which a very rude lady dropped the call. Up to now my package is still on hold

First they deliver my shipment to wrong person and after a lot of time they officially sent me email that they found my shipyand will reschedule it for delivery

Unfortunately they did not make any contact after that although I sent 5 emails with no response

When I contacted them through phone they informed me that my shipment was destroyed due to non collection

Non professional service which they did not want even to compensate for their faults

I'm Tito Feliciano Júlio, I'm a Shop and Ship customer, my shipment that I bought in the United States (Ebay) was delivered to New York on July 30th at Shop and Ship, it arrived empty in Angola, that is the shipment with tracking number [protected] It arrived without an item inside on the 6th of July, which means that my shipment was stolen, I made a complaint until today the Shop and ship do not solve my problem, it has been 1 month since I have been calling for an immediate solution.

I am writing to express my disappointment regarding the recent inspection of a package handled by your team.

As a customer who relies on your services, I have always expected a 5-star experience, especially considering the amount we pay for our valuable purchases. While I understand the need for inspections, it is unacceptable that the item was not properly repacked after being inspected.

Upon receipt, it was evident that the box had been handled in a careless manner, and it was clear that only an inspection had taken place, without proper repackaging to ensure a safe delivery for a buyer who had paid a significant sum for both shipping and the item itself.

I kindly request immediate action regarding this matter. The package in question held high value for me, and I am gravely disappointed by its condition upon arrival.

Thank you for your attention to this matter, and I look forward to receiving a prompt resolution.

Shop & Ship is a great service until something goes wrong. They are the leaders in skirting accountability. A recent shipment was delivered to US address on May 27 but never uploaded to my account. On June 22nd I got the FexEx proof of delivery and claimed pkg through S&S website. It said package was found and would be on the way soon. I then got an email confirming the same. Here we are July 28th, getting the same response when claiming package on website but zero response to MULTIPLE emails sent. Today I (miraculously) received a different/new email from them saying the time to claim has expired and nothing can be done. I think it’s time to consider a class action against the company after reading so many similar complaints here. They simply don’t respond so the claim time expires and they have to do nothing and hide behind their silence. I’ve been a S&S customer for 12+ years. In all these years three times I’ve had trouble with shipments and they vehemently deny (mostly by their silence) any responsibility whatsoever. Customer loyalty 100%, S&S return loyalty 0%. There are other options out there these days, for me, it’s time to make a change.

I had my package delivered to the NewYork office on July 13th as confirmed by Amazon. The package has not been traced till now 22nd July 2023. All efforts to try and get help from the team via email have fallen on deaf ears. The customer support is very very bad. Its almost as if they do not care about the customer. I have not received any feedback relating to my complaint. I have tried to reach them everywhere, facebook, instagram, Twitter, email, nothing. Use them knowing very well your items could get lost or stolen and you will receive zero support from them.

Hi,

My Name is Kais Bunkheila TIP 38256 I am one of your customers that wants to file a complaint regarding Benghazi office in Al Hadaiq area.

Today I visited your office during working hours (16:10) in Benghazi to collect my shipment but unfortunately it was closed even before the end of working hours 16:30, I spent 60 min driving to the branch and going home another 60 min without collecting my shipment, really this is very frustrating as I will need to spend another 2 hours tomorrow hopping that the branch will be open.

Another thing my colleague Walid Sale have a shipment which your respective company received in the US since 30th of May, shipment No. [protected] that is stuck in Tunis since 14th of Jun with no actions, when he visits the branch in Benghazi no one cares about the shipment, the reply is very uncomfortable “Wait until it arrives, its out of our hands”.

I am sorry for my complain but its too much to digest and it looks like Benghazi branch they don’t care about their customer!

I made purchases 2 weeks ago and I tracked them, they were delivered to you. I contacted ups and they told me they delivered.

The tracking numbers are

1ZY359820204711690 delivered 06/26/2023 at 10:58am received by Kotz

And

1Z6AY8710323088994 delivered Friday June 23 at 10:07am received by Denzel

My shipping address is

Mohamed alsuwaidi

182-21 150th ave

AUH 571082

Springfield gardens NY 11413

Hello,

I made an account with shop & ship on 16th June and paid 11 usd for flex 1 month membership, I also downloaded the app on my phone.

I set up my registration and delivery primary address and provided my email and phone number.

After making my shop & ship account, I went on a US supplement website (www.momentous.com) and ordered vitamins for myself. I placed the order and put in the US shop n ship address for delivery (182-21 150th avenue KHX 15605 Springfield Gardens NY 11413 USA).

I then learned from Fedex that my order had reached your facility. After that I waited for an email or some alert on the app from shop & ship but I received none, no message, no alert, no sms. And then I sent multiple messages via your website. I tried to track my package but to no avail. I would put in my fedex tracking ID and a message would tell me the package was found and I was given the S&S TRACKING NUMBER. I then tried to claim this package online multiple times. You can see I made multiple "succesful” requests to claim my package but still no one got in touch with me.

I have been trying to figure this out since June 23rd and even messaged your twitter and facebook. Today all of a sudden when I put the shipment number and tracked it, for the first time the whole package information tracking was there (it was not there before all this time) but to my surprise it said my order has become a refused/cancelled order. The order apparently made it to Kuwait and may still be there. It says that I was contacted multiple times. This is totally false. Not a single email or call or SMS was received. I myself have contacted over 6 times via website, email , twitter.

My request to please figure out where my package is and to deliver it to me either here in Pakistan or I can provide a friends USA address as I would like this ordeal to be over. It has been the worst customer experience ever. I would really appreciate if I was able to get in touch with anyone on their end but it seems impossible. Their webiste crashes all the time and if you try to contact it keeps giving an error.

.

I’ve recently been talking to the Instagram app, ShopAndShip, the inform me that my parcel has been lost and found in another mailbox. It’s been well over a month.

Inside the parcel there are probiotics that are heat sensitive and will not be effective if in transit for long periods of time.

All I’ve been offered so far is apologies, however apologies, do not guarantee the lifespan of these capsules from my ongoing medical treatment. Please refund me the full price of these items.

This is my monthly subscription. I’ve now not had these capsules for over a month, it’s quite frankly is an acceptable. I’ve asked the AI or the person on the Instagram app to tell me where my parcel is. There are unable to give me any information or a timescale on when this parcel will materialise let alone be shipped to Qatar.

Nathan Williams

DOH 320594

Parcel: Seed probiotics

49.99 USD

I ordered a dress from StoreWF in Istanbul - Turkey on May 31st 2023. The item price is $114 and bill should be attached to the item. I contacted the manufacturer on July 3rd and they told me it was delivered to the address of Aramex Istanbul office. Until now it did not appear in my S&S account. The item description is mint green maxi dress with belt and tie neck.

I placed an order from Japan and I mentioned my shop&ship account number but the personal shopper didn’t mention my account number, so I called shop and ship to inform them about the issue they told me it will take 10 days for the package to enter the system and when that happens they can help me with it and sign it to my account, I kept on calling them to make sure they don’t assign it to different account and when it’s finally on there system I called to ask about it they told me it’s assigned to my account but I had to call the second day to confirm it and then the surprise is it’s assigned to someone with the same name and family name too.

And then I requested from to fix the problem they said they will and few days after that they said the package is out for delivery but guess what they didn’t change the account and send it to the wrong account address so I called again they told me you refused the order and here they confirmed that’s it’s not me who they called it’s the wrong customer. I sent an e-mail telling them my problem and I attached the invoice in it and explained everything but no response until I called again and complained and went into an argument with them then the second day I received an e-mail from them asking for a proof.

Which means they didn’t even saw my e-mail and when I asked for their manager to call me it took them few days to call me and they called in the early morning so they can get with it. I requested them to call me again but no one did.

You cannot change the address on your account. To change address, you have to delete old account and make new one. However, you in process parcels are now attached to your old account. So you message to ask how to update address and to highlight concern that parcel will go to wrong place. You then end up in the strange situation where 1 or 2 parcels came to correct address and 1 to the old (wrong) address in a different city. Worse still, they recorded on my account that they'd seen my ID and got a customer signature, but then added an image of the package next to my old front door!

When you raise the complaint, the email response you received is:
Please accept our apologies for the inconvenience caused.
Please note that your shipments have been delivered to your address.

Of course, the item is still at the wrong address. So, you call the helpline and log the issue and they say they will revert in 24 hours. You hear nothing, so you call back. You then have to explain all over again and then they escalate the issue. Let's see if my package is ever recovered! Watch out for the shipping company that doesn't let you have multiple addresses, or select which address you want to use for each parcel. When you explain how silly this is, they have no response. Payments were confusing, inaccurate, and wouldn't actually work at all on some days.

I hope this feedback helps you create a better, stronger system... but I doubt it based on the customer service so far which is only interested in closing tickets and reaching ticket closed targets, leaving the customer to simply raise another ticket. Great way to look like a ticket handling superstar, terrible way to run a business!

I ordered something from Uniqlo Japan on the 13th of April and it was delivered to their facility on the 15th of April but they took 4 days (19th April) to link the shipment to my account and this was done only after I submitted the shipment information in the "Claim Package" feature.

Now to my surprise, the shipment value was mentioned as 36,000 JPY whereas the actual amount of shipment was 16,930 JPY (more than 2x). I immediately opened a complaint by email where I clearly said I have the invoice and can also submit proof of payment and requested to amend the amount. Somehow on the 20th of April, the shipment value was confirmed by the Dubai team for 36,000 JPY with no invoice and no proof of purchase.

Later I got a reply saying I need to update the invoice in the "My Shipments" option on their website and when I went over there, I can't even find my shipment, I could see my other older shipments which were already delivered to me. So I replied to the same email saying I could not find the Japan shipment with the screenshot.

There was no response for a few days and later I got a reply saying that once the shipment is linked to my account, I only have 48 hours to update the invoice and they can't do anything about it. The shipment arrives in the destination country on the 28th and the amount is still wrong and I kept mailing them asking to amend the value. They still said they can't do anything about it and I refused to accept the delivery.

After speaking to so many agents, and attempting several requests again and again, one of the staff membered took my request seriously and updated the amount, today is the 6th of May and until now I haven't received my package and today they are saying they will "try" to deliver it.

I need to express my utter dissatisfaction with the way my matter was dealt with by Shop& Ship. I needed some medical items urgently for a sick patient in Dubai and the items were available in Singapore. I ordered it online and gave the Shop & Ship address of Singapore. This process was done earlier several times and I never had any issue. The items were delivered on the 11th if April but I never received any notification from sHop&Ship.

I checked with the company of the medical items and they told me the items were delivered urgently by their driver and sent me proof of delivery with the signature of the Aramex staff as well as the official stamp of Aramex logistics. I contacted Shp&Ship and received some of the most unacceptable responses which no self-respecting person or company would ever give. One of the replies by email was exactly worded as this “Even we cannot find your items!” whereas on twitter and Facebook the staff was more intent on mocking me and kept on repeatedly asking me to show proof delivery in spite of the fact that I uploaded the document several times! Each time their staff typed the same message with a smirking sarcastic emoticon as if he was mocking me which is totally unacceptable! Ultimately it was through my own earnest efforts by contacting the office in Singapore and reaching out to their VIP office manager that they did find the items and dispatched it by Aramex under tracking number [protected]. It was clearly a major lapse on their part. Needless to say, the items arrived too late and the patient’s condition worsened due to this mess and I have a supporting medical report to testify this matter as well. Not at any time did I feel I got any support from their team either by email or any of the social media platforms

I paid the shipment fees online multiple times, as the online system kept showing a message that the payment was unsuccessful. However, when I checked my account the payments had been authorized each time by my bank. I followed up with my bank who provided the approval codes and advised me that Aramex needed to reverse the payments to allow the bank to release the hold on the authorized payment transactions.

Despite sending emails, visiting the branch and providing the photographic evidence of the payment deductions and codes required to release the hold, there is no response from Aramex other our finance dept. than we will look into it.

I also paid online twice for my Flex Membership, again the funds were authorized and deducted from my credit card but not reflected in my account with Aramex. So a week after paying twice, I receive a message to say my Flex Membership has expired!

The Customer Service with Aramex is desperately bad. There was obviously a problem with the online payment system but its the Poor Response to my complaint and lack of Apology that is so frustrating!

I am a long time customer of Aramex but this is not how companies should treat their customers!

Good morning,

I try to contact your services by all ways and I use everything I find as an address and telephone number, you are my last resort.

This is the first time I have used your services and it will surely be the last time it is a disaster a real disaster I have never seen that in my life.

I live in Dubai and I placed an order from Turkey from a tableware company for Ramadan this tableware was shipped to your address in Turkey it was delivered in three packages (I specify exactly the same goods shared in three packages) and you sent me an e-mail confirming receipt on March 10, 2023 but you refuse one package out of the three on the pretext that it is fragile which I don’t t understand at all since it is exactly the same thing and I am offered to deliver it to some one else or to destroy it I would have liked to send it to one of your competitors but you had already sent the two packages to Dubai after that I was asked for a invoice for each package which is not possible since it is a single order and that I only have a global invoice given that you had sent the two packages despite everything and that I received in very good condition and very quickly my experience with these first two packages was perfect but unfortunately not for the third package which is the most important because the majority of the dishes are there. and this is where the nightmare begins I had to harass your services two e-mails a day a call every day they sent me several proposals including one to ship the goods under my own responsibility which I accepted since I have no other choice and I filled out the form or I undertake to take all responsibility in the event of damage I signed it and sent it but apparently not enough because the goods are still blocked I kept emailing and calling but still getting the same copy pasted response wondering if they bother to read the emails I thought maybe it's a weight issue so I I offered to open the package and split it into two packages but no response and that's where I get a response telling me I need to respond quickly because the holding period is 21 days! but answer what exactly. I reply for all email and more, I wonder if my package has not been lost or damaged and they are trying to lost time to make me believe that after 21 days it was destroyed.

I find no logic, during the phone calls I am promised that will be shipped the same day and that I don't have to worry by e-mail they tell me it will be sent very quickly but to be honest I don't believe it anymore I think they are making fun of me and my case this is not acceptable to not even receive an explanation or a reason for the delay in shipping I'm disgusted, exasperated, upset and really disappointed.

I really wanted this tableware for Ramadan but from what I see I will never receive it.

I spent my money on this and I don't understand why I am being offered to destroy the goods I find this really unacceptable and this is a very bad service.

You are my last hope please help me.

Best regards.

I subscribed for the FLEX membership plan on 26/01/23, and then I asked for a refund in the same day when I found out their US address is located in a state with sales tax.

Their FAQ page says, "If for some reason, you are not satisfied with our service, you are entitled to claim for a refund within the first 1 month of your FLEX membership."

I have submitted a request for a refund on 26/01/23 and they have closed my request on 01/02/23 with no response! I have submitted another request asking for the reason why they are not responding but it is still open since 4 days ago.