Ship Sticks

Ms. Womack, Good morning, and thank you for sharing your recent Ship Sticks experience. We sincerely apologize your shipment was not collected as scheduled. A missed pickup is rare, and when it does occur, we pride ourselves on ensuring collection the following day, including a complimentary service upgrade if a one day delay would jeopardize your scheduled delivery or plans at the destination. In reviewing the interactions with our team, we apologize that the communication did not meet the standard we hold ourselves to. This will be addressed internally with those involved. We can see you requested to cancel the order and can confirm the order was canceled and refunded in full to your original payment method. Should you wish to discuss this further, please reach out by texting or calling 855-867-9915, or emailing [email protected]. We'd welcome the opportunity to provide more clarity on how this should have been handled, and to see what we can offer to help regain your trust. Thank you for your feedback. We truly appreciate it.

RH, Good morning, and thank you for sharing your experience with your ongoing Ship Sticks shipment. While we're pleased one of your bags arrived as scheduled, we sincerely apologize for the issues impacting the delivery of the second bag. As discussed in our conversations, customs holds are by no means common, and the process for release can vary greatly by shipment when they do occur. Our team takes matters like this very seriously, and we can assure you we've been working diligently to resolve it. Unfortunately, despite our efforts, this has taken longer than we'd like. A member of our leadership team has been in touch with you directly and will continue providing daily updates through resolution. Given the inconvenience this has caused, we're issuing a refund for the entire order, including the bag that delivered on time, and approving your Shipment Protection reimbursement claim for the full amount you submitted beyond the standard $200 allotment. We understand neither of these fully makes up for the impact on your trip, and for that, we sincerely apologize. Additionally, the FedEx charge tied to customs clearance fees and taxes was meant to be billed directly to Ship Sticks, as that cost is already included in what you paid at booking. This was a billing error by FedEx. As mentioned in our conversations, that charge has since been transferred to our account and no longer requires any payment from you. We hope you understand this is by no means typical, and that extending reimbursement beyond our normal allotments reflects how seriously we're taking this matter and our commitment to making this right while we continue working toward resolution. Our leadership team will stay in direct contact with you through final resolution. We sincerely appreciate your patience and understanding, and again, we apologize for the inconvenience. Thank you for your time.

Mr. Bormet, Good morning, and thank you for sharing your recent Ship Sticks experience. Looking into the shipment details, it does appear an inaccurate delivery scan came through from UPS. We understand the concern this caused, and we apologize for the confusion and frustration that followed. We've also reviewed the communications with our team, and we're sorry the timeliness of our follow up did not meet the standard we hold ourselves to. We appreciate you bringing this to our attention so we can ensure proper protocol is followed in situations like this moving forward. Regarding the shipment itself, an email was sent to you from our team this morning confirming your bag was delivered yesterday at 5:02 pm to the correct destination. While it still arrived ahead of the original commit date, shipping costs have been refunded in full given the inconvenience and concern caused by the inaccurate scan. Again, we sincerely apologize that this first experience didn't reflect the standard we strive for, and we can assure you a situation like this is by no means common. If you'd like to discuss this further, please feel free to reply to this morning's email. We want to confirm the bag was received and address any remaining concerns to ensure your full satisfaction, both with this outcome and moving forward. Thank you for your time, and for choosing Ship Sticks!