CoshipperReviews of coshipper.com

Response from CoshipperSep 8, 2021

Hi, Coshipper have very high standards when it comes to client communication. Our account managers are expected to provide exactly the information to our customers based on the information they have available to them at the time. We acknowledge that there are some shipments may get messy with delays that are beyond our prediction or forecast. We expect delays to be advised directly to customers upon occurrence. To address your case specifically; Your products were picked up, and delivered via UPS for the final mile from our warehouse to your destination (Amazon's FC). When packages are lost after UPS pickups, it is lost within UPS's delivery network. Just like if you hand delivered 150 items to Amazon's warehouse, and Amazon only inbounded 100 out of 150 items, it is Amazon's warehouse team and system that lost your 50 items. You certainly did not lose them. When item's are lost within Amazon, or UPS's system in this specific case, it is up to UPS to investigate our claim. We can not simply march into UPS's warehouse and start searching. It just does not work that way. Sin, You're account manager has been working on your case and had long submitted the investigation for lost package claim to UPS. It is up to UPS's systems to initiate and resolve that claim. It is beyond our control or timeframes. With that said, I invite you to email us for an investigation of your case by our escalations team via [email protected]. Again, we apologize for what has occurred to date, and I strongly invite you to email us at the above channel so that our escalations team can provide and facilitate a resolution upon review, if still unaddressed. Regards, Sharron L. Coshipper / Business Resolutions /

Response from CoshipperJan 29, 2021

*02/13/2021 Update: Payment was received in full on 02/08/2020 and shipment released from hold. Shipment departed from warehouse on 02/10/2020. Shipment was confirmed by customer to have been received at destination Amazon warehouse on 02/13/2020. *02/04/2021 Update: Customer's payment remains in pending status as customer has not initiated payment fund release. All payments must be received in full before we can proceed with final delivery of remaining shipment. Awaiting resolution. *01/30/2021 Update: Customer's payment remains in pending status as customer has not initiated payment fund release. All payments must be received in full before we can proceed with final delivery of remaining shipment. Detailed email followup was provided with full plans of actions and resolution process. *Original Reply* Hello, Our escalations team had initiated correspondence with you on 01/28 but have not heard back from you. There are a few issues that were brought to your attention, including payment, that we are still waiting for you to clear up before we can continue to resolve. For transparency and clarification: Customer's shipment was taken by US Customs Border Protection for customs inspection, with formal inspection notice provided by US CBP on 01/06/2021. Customer's cargo was moved by CBP to off site location for examination causing a total of 12-14 days of delays, with final notice of release of shipment on 01/18/2021. Customer, please address and return communication through the channel mentioned at the earliest. Coshipper Escalations

Response from CoshipperJan 11, 2021

*Update: 01/29/2020: We attempted to contact the concerning reviewer through the publicly available channels but were unable to find the customer nor any shipments related to the experienced narrated by the reviewer. Nor did we receive any emails from reviewer despite our request for a follow up and resolution. We are therefore unable to verify if the reviewer is an authentic customer of Coshipper. If this changes, we will update accordingly.* *Original Reply* Hello Samad. This is Sam T., Accounts Team Lead for Coshipper. We were unable to identify you based on your name nor the experience you described above, at least going back within the last 2 years of service. On the off change we are mistaken and you are one of our clients, as you sound pretty certain you shipped with us directly, I strongly advise you to reach out to me and my team directly via our Complaints channel: [email protected] such that we can identify you and provide some additional resolution to your experience if possible. Coshipper have very high standards when it comes to client communication, together with taking responsibility for damaged freight, so something sounds very off from your feedback. It is unheard of that Coshipper account manager's would have "stopped responding to (your) questions/requests through multiple communication channels", let along for Coshipper not taking responsibility for cargo damaged as a direct result of our handling. So again, I strongly invite you to email us at the above channel so I can provide resolution if you indeed are a customer and have had such a negative past experience with us as per your review.

Response from CoshipperJan 11, 2021

*01/30/2021 Update: Customer was satisfied and happy with the improvements and resolutions as provided. According to customer, current Team Manager "continues to be very responsive and helpful to (their) questions and concerns". We remain regretful that the customer's initial experience was unpleasant due to errors and certain oversights. We thank the customer for understanding that delays happen and that things won't always go as planned. We will continue to strive for prompt and accurate communication as we agree it is a crucial part of the service that we are providing.* *Original Reply* Hello Qais. This is Sam T., Accounts Team Lead for Coshipper. Our escalations team have already connected with your head office on Jan 7th to continue the correspondence. Most issues were already covered and were addressed in that correspondence, however for general transparency, I will re-outline some points here in reply to your public feedback. - General delays were as a result of COVID issues and Christmas holidays. - During your request to SKU split and separate processing of cartons at our destination warehouse, there occurred mixups with certain SKU's you had at our warehouse (due to unclear communication at point) which caused an additional delay beyond that of our normal standard. - Initial updates on shipment were initiated on a weekly basis, which we agree was not sufficient, which was why we had changed your account managers. Since then there have been continuous dialog between your current Account manager and yourself in the recent several weeks, Holidays aside. All our actions - and company principles - are based on honesty. Just because conditions or situations change beyond initial plans or expectations depicted to our customers, does not imply dishonesty. None of our customers have the expectation for us to have the ability to foresee and thus advise, beforehand, on the unforeseeable. We provide exactly the information we have available to us at the time, to our customers. Just because situations change does not imply we our being "negligent". Lastly, during times of an epidemic, the safety and health of our staff - especially at our warehouses - are at the center of our focus, even if it means certain delays for our customers. Though we undertake extensive measures to ensure everyone's health and processes to minimize customer and shipment impact, there are always unexpected events beyond our planning. In such instances, we will continuously be as transparent and accurate as possible with customers so they can understand and react to any impacts that affect their shipment. We hope our customers can understand this. We will strive to improve on our customer centric focus with your feedback and experience in mind and look to provide even more consistent communication in light of current challenges occurring on the daily.