CitizenShipperReviews of citizenshipper.com

Response from CitizenShipperOct 22, 2026

Tamer, we are very sorry for any frustration or confusion regarding our fee structure and cancellation process. We want to clarify that CitizenShipper connects individuals who need pets, vehicles, or other items transported with vetted, independent drivers. Our booking fee provides comprehensive platform benefits, including pet protection plans, 24/7 emergency vet access, rebooking assistance, dispute resolution, and secure payment handling, while the driver is paid separately for the physical transportation. When you requested to cancel shortly after booking due to confusion over this structure, our support team canceled the shipment within minutes and credited your payment back to your account balance. Under our published cancellation policy, refunds apply when a driver fails to complete a trip, while customer-initiated cancellations receive lifetime site credit. While we understand that an account credit is not ideal given your plans to relocate abroad, your funds were credited in full in accordance with our terms. Our support team remains available at [email protected] if you have additional questions or if we can offer further guidance.

Response from CitizenShipperAug 24, 2026

Rick, we’re very sorry to read this and understand how alarming it must be to be without any information about your fur baby’s location or well-being after such a significant delay. A lack of communication and uncertainty about a pet’s whereabouts is not an experience we want any customer to face. We take concerns involving the safety of transported pets very seriously. We would like to review the details of this case as a priority. If you have already been in contact with our team, please reply to your existing support thread so we can continue reviewing the matter. We also understand that law enforcement may need information related to an active situation and will work to provide the appropriate information through the proper channels. Our immediate concern is helping establish what has happened with this shipment and ensuring the situation receives the attention it warrants. Please contact us at [email protected] so our team can assist further.

Response from CitizenShipperAug 22, 2026

We’re really sorry to hear how frustrating this has been. We understand how important it is to be able to share when an experience doesn’t go as expected, and we absolutely believe customers should have a place to share their perspective. At CitizenShipper, we always aim to remain fair and neutral when reviewing concerns from both customers and drivers, while making sure both parties are treated fairly and have the opportunity to be heard. Because we respect everyone’s privacy, we’re unable to discuss specific account information publicly, but we can share that reviews are subject to our review guidelines. I can assure you that our team is working with you through our official support email, and we’ll continue doing so to make sure your concerns are heard and that we handle this situation fairly. Thank you for taking the time to share how you feel.

Response from CitizenShipperAug 14, 2026

Randy, we understand how surprising it can feel to receive bids that vary widely, and we appreciate you sharing your experience. At CitizenShipper, we aim to provide an honest and transparent process where drivers set their own rates and receive 100% of the amount they quote. Pricing can vary based on factors such as the route, timing, distance, and each driver’s availability, which is one of the benefits of our bidding process. Customers can compare different options, discuss the details with drivers, and choose the option that best fits their needs while making sure everyone is on the same page before booking. We truly appreciate you sharing your thoughts, as experiences like yours help us continue improving the process for everyone.

Response from CitizenShipperAug 3, 2026

Matt, we are so very sorry to hear about your experience, especially during what was already such a difficult time for you. It's unfortunate that the information provided during the booking and checkout process, where we strive to be as transparent as possible about the booking fee, did not meet your expectations. Our support team remains available to provide any assistance we can in accordance with our policies and guidelines, so please don't hesitate to reach out if there's anything further we can do to help. Thank you for taking the time to share your experience with us.

Response from CitizenShipperJul 20, 2026

Rosina, we are deeply shocked and incredibly concerned to read this. The safety, security, and well-being of transported pets are absolute priorities, and we take allegations of criminal activity or pet endangerment with zero tolerance. First and foremost, we are relieved to hear that Koldo has been found and is safe in a shelter, but we know how incredibly traumatic this entire experience must be for both you and your friend. Please contact our team immediately at [email protected] with the booking details. We want to help get to the bottom of this right away. Please reach out so we can take immediate action.

Response from CitizenShipperJul 6, 2026

Ronnie, thank you for sharing your experience. We're happy to hear your driver provided such great care and kept you updated throughout your pet's journey. We also understand your frustration with the booking fee, and your point it can feel like an added cost just to connect with a transporter. The fee is not simply for contact information, it helps support the secure marketplace behind the booking, including access to vetted transporters, marketplace oversight, customer support, secure payment handling, and protections like our Booking Assurance Guarantee and Pet Protection Plan. For pet shipments, those safeguards matter because customers are trusting someone with a beloved animal, not just an item. That said, we appreciate your honest feedback and recognize that we can do a better job making the value of the booking fee clearer before customers commit.

Response from CitizenShipperJul 6, 2026

Michelle, we're so very sorry to hear about your experience, and we take these allegations very seriously. We have not been able to locate a booking associated with your review, so please contact us at [email protected] as soon as possible so we can identify your shipment and provide support during this time. The safety and well-being of pets is our highest priority, and any report suggesting a pet was not cared for according to our standards is something we want to investigate thoroughly. We know pets are cherished members of the family, and we want to ensure these concerns are thoroughly reviewed.