CitizenShipperReviews of citizenshipper.com

Response from CitizenShipperJun 6, 2025

Nick, thank you for taking the time to share how you feel. I’m truly sorry to hear about your frustration, and I completely understand how important it is to feel confident and fully informed throughout this process. I’d like to take a moment to clarify that our policy allows us to issue refunds in cases where a driver is unable to complete a shipment. When a customer needs to cancel for other reasons, such as a change in plans, we’re able to offer site credit. This credit is equal to the full amount already paid, does not expire, and can be used for any future shipment. It may also be transferred to a friend or family member, if preferred. We’re always working to maintain transparency, and we genuinely appreciate you raising your concerns. Your input is valuable as we continue to look for ways to improve how our booking fee is presented. At this time, our full fee structure is available in the Help Center, and all fees are displayed at checkout before any payment is made. We’ve also reached out to you regarding your cancellation request, and we’re more than happy to assist you further. Again, thank you for sharing your experience. We’re here to help in any way we can.-Karla

Response from CitizenShipperApr 28, 2025

Belinda, thank you for sharing your experience. I completely understand how frustrating and concerning it must have been not to receive the response you were expecting. I'm relieved that you were able to rebook your shipment with the help of our support team, and I truly appreciate your patience during the process. Please know that we are addressing this issue to prevent future occurrences. We hope everything goes smoothly with your new driver, and if there’s anything further we can assist with or do to improve your experience, please don’t hesitate to reach out. -Karla

Response from CitizenShipperApr 22, 2025

Leslie, thank you for taking the time to share your experience. I’m truly sorry to hear that you found our refund policy unclear. We do our best to be as transparent as possible by displaying the policy when listing your shipment and providing a breakdown of all fees prior to booking. While our policy allows refunds for the booking fee only in situations where the driver cancels the shipment, I want to reassure you that refunds are permitted for the Pet Protection Plan upgrade, and we’ve reached out to you with further details regarding this. We understand how important it is for our policies and processes to be clear and easy to navigate. I’ve documented your concerns internally and shared them with our team, as we are actively working on ways to ensure a smoother experience for our customers. -Karla

Response from CitizenShipperApr 21, 2025

Amy, thank you for taking the time to share your experience. I’m so sorry to hear how frustrating and disappointing this situation has been for you. We completely understand how upsetting the cancellations and communication issues with the drivers must have been. I also want to acknowledge your concern regarding the funds paid directly to the driver. To clarify, drivers on our platform operate as independent contractors and do not work for CitizenShipper. Because of this, we’re unable to issue refunds for payments made directly to them. That said, we did make efforts to follow up and explore any available options, and we’d still very much appreciate the opportunity to speak with you further to work toward a resolution together. As for the booking fee, we do offer refunds when a driver cancels a shipment. However, if that fee is used as site credit toward booking a new driver, the transaction is considered complete, and the customer is no longer eligible for a refund. We’re very sorry this experience didn’t reflect the smooth and reliable service you’ve received in the past, and we truly appreciate you giving us the chance to make things right. Please know we’re here to support you whenever you're ready to continue the conversation. -Karla

Response from CitizenShipperMar 6, 2025

We’re thrilled to hear that your experience with the driver transporting your exotic pets went well! It’s great to know that our Pet Protection Plan and privacy policies helped provide peace of mind. We also want to apologize for any inconvenience you may have experienced with the platform. Please feel free to reach out to us at [email protected], and we’ll be happy to review your experience and work together toward a resolution.-Karla

Response from CitizenShipperFeb 12, 2025

Misha, we are deeply sorry to hear about the distressing situation involving your puppy, Lexi. Please know that we take matters like this very seriously and are committed to resolving this as quickly as possible. We understand how important Lexi is to your family, and we want to do everything we can to assist. We have reached out to you via email with further details, and we encourage you to get back to us as soon as possible. If you’re unable to locate our messages, please don’t hesitate to reach out to us at [email protected]. We’re here to support you.- Karla

Response from CitizenShipperFeb 12, 2025

Patty, we’re truly sorry to hear that your shipment was canceled and that you incurred additional expenses. We know how frustrating these costs can be and how stressful cancellations are. While your concerns regarding the additional $150 are understandable, drivers on our platform operate as independent contractors, and we do not have the ability to make payments to them on your behalf. That said, we’re committed to working toward a resolution and have reached out via email. Please don't hesitate don’t hesitate to reply there and we’d be happy to assist you further.-Karla