CitizenShipperReviews of citizenshipper.com

CitizenShipper does a great job drawing shippers and compiling resources to ship your pet. However, the website is not the most user friendly and the deposit that CitizenShipper requires is in excess of $100, and that was for a $550 trip for my dog. Concept is great. Execution sucks.

I'm active duty military and so is my boyfriend and I left on a deployment mid July and he's deploying early November so unfortunately we have had to find temporary housing for our 4 animals. I posted on CitizenShipper 1.5 months ago looking to transport 2 of our cats from South Dakota to California. I found a driver that was great! She was easy to work with, polite, flexible and had reasonable pricing (shout out to Kimberly from Wags-N-WhiskersNW LLC). Before I booked, I reviewed the cancelation policy on CitizenShippers website titled "Canceled Shipments Policy (for shipping customer)" and it states that shippers are entitled to a full refund if they cancel in excess of 72 hours before the scheduled shipment. I ended up booking with Kimberly and paying the $79 upfront fee that CitizenShipper charges. A few weeks later, my neighbor offered to watch all of my animals while my boyfriend and I are deployed. I was ecstatic and reached out to CitizenShipper to see how to cancel my transport thinking I would get my $79 back as my transport was scheduled for mid October and I am canceling 2.5 months in advance. I ended up talking to a customer service representative named Matthew, he said that per their policy I was entitled to "site credit" and he sent me a link to their "refunds policy" page. I only read their "cancelation policy" page upon booking because on that page it talked about refunds so I wasn't even aware that there is a completely separate page for refunds. I read the link that Matthew sent to me and replied back letting him know that I read and understood what he sent; however, I pointed out to him that the company website is flawed because under the cancelation policy it states that shippers are entitled to 100% money back and that no where in their did it state that this was for "site credit" only. I expressed that this was dishonest and lacks transparency to the customer to have disputing information on 2 different pages of the website about refunds. I asked him if there was any way to receive my money back as I was unlikely to ever need to ship my pets again and that this was an extremely rare circumstance because both me and my boyfriend were being deployed at the same time. Matthew seemingly forwarded this conversation to Jennifer, a "Senior Customer Relations Manager" who replied back to me, literally only to repeat that I was entitled to "site credit" only and then copied and pasted their "refund policy" on the email, even though I had told Matthew I had read that policy in the link he sent me. Jennifer did NOT acknowledge any of the points I made in my email to Matthew about how their site is misleading and has contradictory information on it, she did NOT offer any other resolution, she did NOT show any remorse or any kind of understanding ie "I'm very sorry that our site says this, but we have to follow our policy.... etc etc etc", and just plainly did NOT say anything that Matthew didn't already say. Jennifer literally repeated exactly what he said and was so bold to copy and paste their "refunds policy" after I already said I read the link that was sent to me, as if I'm an idiot. If she wasn't going to offer or say anything differently, I have no idea as to why she took over on the website conversation. Completely pointless, insensitive, and unintelligent and as a supposed "Senior Customer Relations Manager" Jennifer is completely lacking any type of Customer Service skill. The discrepancy alone on the CitizenShipler website entitles customers to a full refund but her lack of skills and the way she chose to handle a disgruntled customer is astounding and whoever the owners are should really look over her position. Because of Jennifer, I will never use the site credit and I will never use CitizenShipper again. Matthew did exactly what she did but 10x better, he should really take over her job. EDIT: Someone from CitizenShipper reached out to me only to copy and paste their cancelation policy to me, something that I have stated MULTIPLE times that I have read throughout my correspondence with them. Must be Jennifer again since she is known to blindly write back with nothing but redundancy. And yet again, no one at this company is taking ownership for having contradicting information on their website! Being told I do not qualify for a refund, I'm sorry but no, I do in fact qualify for a refund because your website is misleading! In one section it states customers are able to get a full refund and then in a separate area says site credit only. Fix your website, stop stealing from customers, and start offering actual customer service! I swear no one at this company can read or possesses any type of resolution skills.

I've reached out to customer service multiple times over the course of my delivery. My driver was 24 hours late with my puppy.. we never negotiated a hotel stay nor was I comfortable with one when this was scheduled as a same day delivery. My driver took multiple jobs without notifying anyone and neglected safety protocol along the way.. and then asked for a 5 star review. I reached out in a panic when I was worried that my puppy may never be delivered.. I've still never heard back from customer service for support. My experience was nerve wracking. The puppy was finally delivered and I still had to pay in full. I can't believe this is how they do business. UPDATE: This reservation was made on July 14, 2020 and I reached out to customer service on July 26 and 27. Nothing in my spam folder from customer service. I would like the $69 service fee refunded please. UPDATE: Rebecca is hustling as much business as she can since she is a homeless single mother. I don't have the heart to take what income she has away from her by leaving a terrible review. She overbooked herself and made me nervous.. but my pet arrived (albeit 24 hours late) My complaint is for your company and service.. which at this point shows little concern for customer experience. On july 26, I wrote: Hello... it appears my shipper is having a lot of problems getting to the pick up location today. She is still 11 hours away and pick up was supposed to be at 8am this morning. She also just texted that she is sick to her stomach and needs to sleep for a while to see if she can improve enough to pick our dog up. Wondering if there is a way to just explore other last minute options. It's probably unrealistic and unaffordable if it all possible anyway... but wondering if you might have some suggestions. Today was the last possible day for pick up and it sure looks like it isn't going to happen. :( Thanks, Maggie On July 27, I wrote: Hello... I would like to talk with someone about the experience I am having with my shipper. My puppy is still en route to my house so I am nervous about upsetting my driver while she has my dog but I need to understand how to handle the problem I'm in. It starts with my shipper being over 11 hours late to pick up, feeling sick and not following any safety protocol, not keeping my puppy in its crate, not telling me there are other animals in her vehicle and that she's working multiple deliveries at once, falling off the radar for an hour then needing an unexpected hotel stay with my puppy and having delivery estimated over 24 hours late. She already snapped at me and accused me of complaining that she isn't driving fast enough and making it clear that she wants a 5 star review... and I still don't even have my dog. I don't want to pay the full $350 she's charging me but don't know the right thing to do here. I'm genuinely scared that I'll never see my dog delivered at this point... which cannot possibly be the experience you're trying to provide your customers. Where do I even start with this? Please advise, Maggie Brown I think you should be embarrassed that this review is the only communication you've had with me this entire transaction. Thanks for finally showing up. Just dropped you to one star because of this back and forth. UPDATE: Done with your games. The email address is correct.. you know I can't attach that information here. I'm not going to continue emailing you or replying to these long reviews that no one is going to follow. Good luck to you.. I'll assume there will be no refund.

I needed to have my dog transported for me to make my move less stressful on myself and my dog. I hired a driver who didn't give me the cheapest bid but said he was available sooner than others. The driver said the cheapest he could go was $2,000.00 to pick up my dog on Tuesday. He told me to transfer the money and he would make the necessary arrangements. Then he billed me $2,200.00. I paid him anyway because I needed the job done. The next day he claimed the airline was booked and they had no room for him to transport the dog and he wouldn't be able to do it for another 3 days. I called the airline and they said they had plenty of room for that Tuesday. I tried cancelling with the driver and he gave me the run around and lots of excuses. I ended up transporting the dog myself so I asked for my money back and told him I understand if the airline had a cancellation fee and I was willing to pay it. He continued to give me the run around and lots of excuses. I reported him to citizenshipper via e-mail but found that contacting them through Facebook was faster. The driver refunded me $1,075. claiming the remaining $1,125 went to cancellation fees. Again I had to file a complaint with the company and they told him he needed to provide proof of where the money went. He sent me screenshots of some third party website and their options for cancellation insurance that he chose not to get- never showed me a single receipt, and sent me more excuses. I told citizenshipper that he provided NO PROOF of what he spent my money on or if he had even bought a plane ticket and I demanded a full refund. They froze his account and told him to give me a full refund in order for him to use their site. And finally I got my money sent back to me. It was an ordeal that I didn't need in the middle of a big move!!! Total waste of time!!!

I was a shipper. I cancelled my membership on October 1st 2019. After numerous emails to their support, to which they do not respond, my billing continues. Sadly, I suppose I'll have to involve the Attorney General's office. I suspect I am not the only person who can't get them to stop billing them. I wonder if this is some sort of wire fraud. ...hmmm...

WARNING! I have demanded this firm to STOP harassing me. To STOP all forms of communications. I started out nicely, and they forced me to become demanding due to their total lack of cooperation in my at least 10 demands that they stop harassing me on my email and my text. WARNING!! If you contact this organization for any reason, be prepared to be relentlessly inundated with unwanted harassment for EVER AND EVER!!!! THEY DO NOT TAKE STOP FOR AN ANSWER!!!!!!!!

Applied to be a driver with this site and gone through their vetting process. They're are so many great reviews from users but I haven't seen one from drivers. The website is a little bit better than Craigslist. I've had a couple of offers accepted but I couldn't respond back without paying citizenshipper's fee. I signed up so I could respond and accept a bid i won. Their messaging platform is hell and obsolete. When I was ready to drive my first delivery I got the delivery address and it's different from what posted... In fact 1800 miles different. The site does not check for errors and as intuitive as a website from 1992. They are just a little advanced than Craigslist. Edit: what's the point of having free access to use the service when I'm locked out of using the service? I can't even cancel.

The customer service is horrible. Do your research on this company before signing up. Most of the transporters do not have the proper set up. It was a nightmare.