• Report: #1090096

Complaint Review: Shipito

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  • Submitted: Mon, October 07, 2013
  • Updated: Mon, October 07, 2013

  • Reported By: Alex — Other
Shipito
Internet USA

Shipito Unprofessional consolidation service Internet

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Short summary:

I used their service to consolidate 4 packages into one, and send it via USPS to my country. I asked to remove all original shipping packages and internal boxes to save on the volume and shipping weight (so called option "C").

From 4 packages they refused to pack one, saying it is too big to be sent via USPS even by itself. It was sent using another shipping method and arrived normally. After receival I understood that the item itself (shower head, 25 cm diameter) could be sent via USPS, but they apparently refused to take it out of retail box to prevent damage in shipping. The good news end here.

Remaining 3 packages were put together ("consolidated" is too big term for the process) into one box and shipped. After receival I saw 2 shower heads, one big kitchen faucet and small, but heavy metall box, seasoned with multiple small, sharp and heavy metallic parts of the kitchen faucet (adapters, rings etc) without any protection. It looked like they poured content of the packages into one box, sealed and shipped it.

 

Following is my email conversation with their customer service:

Original email:

----

Hi,

I received this package today.
The content was one rather big kitchen faucet, two bath faucets with arms and speakers A/B box.
The package was consolidated using option "C".
Unfortunately, the worker who did the actual consolidation, didn't put ANY packaging material at all (no bubble air, no packaging paper, no airbags - nothing) .Only items. So chrome coating on all faucets was irrecoverably damaged (chipped, scratched) while in transit. All small parts of the kitchen faucet moved freely inside the package (at least they could be placed in plastic bag).
Items were bought from Amazon, and I have no doubts they arrived in pristine condition to your shop.
Effectively everything is lost, and my damage is around $500 (cost of items + shipping).
I and my friends use your services for about 3 years, and never got such unprofessional packaging.
I could bear with such damage if it would be caused by some 3rd party - bad seller, theft on the post, etc. In this case all was caused by complete negligence and indifference of shipito workers.
One could tell it was intentional damage, but on my opinion it was just complete unconcern for your customer.
 
Very disappointent customer,
-------
Their answer:

Hello,

When we consolidate packages, we make it as tight as possible and add protective styrofoam peanuts if there is space available. Please note that if you are concerned for fragile items, you must separately request protective material such as bubblewrap through “special request” in your consolidation request. We do not add protective material unless requested. You will be charged an $8.50 special request fee.

I regret to inform you that unfortunately since you did not purchase insurance with this package, you cannot file a package damaged claim through your account. I apologize for the inconvenience.

Thank you

------------------

My final email:

There was enough place for Styrofoam. And all small pieces could be put in the plastic packet. 

On the same day the same worker refused to remove another bath head(25 cm diameter) from 40x40 cm box, and it was sent separately (fortunately). If you consider such common sense activation to be special request you can bill me additional $8.5 - apparently I got it for free. 

If I understood the kitchen faucet would be put in the box as-is, without any protection whatsoever, I would ask you for bubble wraps or something, and gladly pay for it. 

I wasn't there to assess required level of packaging, your workers were. 

I also saw on your forum cases where your team explained why fragile items were shipped with extra original packaging (answering angry customers that payed an extra for unneeded shipping weight). I assumed I get your attention as part of your service, and if some problem arises you will contact me. So I was wrong. 

Sending chrome coated faucet without any package material in the same package with multiple freely moving sharp metallic items means the packager was or absolutely unprofessional or absolutely indifferent. 

Insurance should cover accidental damage, theft etc, in this case the damage was assured by your packing. 

I am sure there is no standing order to pack orders without insurance in the worst way to ensure future damage, so "they will know better" and order insurance next time, but still it looks not good. 

The main cause why I used your service was for its service level. Your company is not the cheapest, and your site isn't the most easy to use, but until now all packages were packed good enough to survive the trip without any damage. I thought it was result of the thinking and trying to do the best. Turns out it was pure coincidence. 

I wasn't expecting to get any refund from you. 

I reserve the right to publish this conversation (with your answers of course) on any social media I seem appropriate. 

Thank you. 

------------------------------

 

This report was posted on Ripoff Report on 10/07/2013 11:57 AM and is a permanent record located here: http://www.ripoffreport.com/r/Shipito/internet/Shipito-Unprofessional-consolidation-service-Internet-1090096. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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