Elizabeth C.

I cannot recommend Planet Express highly enough. I have been using this shipping service for a few years now and they have been reliable, trustworthy, fast and cost effective. I use them to ship consolidated packages for me purchased in the USA.

When I have needed customer service assistance they have been extremely helpful and sorted out the issues identified. I'm sad that they no longer use DHL Express for international deliveries because at my end of things I find DHL has vastly superior customer service than other courier services. Keep up the good work!

Goodwill by name but not by nature. Apart from the quite astronomical shipping and handling fees charged by many of the selling locations and the often very poor handling of fragile items (I have had 7 pairs of silver earrings shipped together in a paper bag so they arrived damaged), the customer service I have received from *******@shopgoodwill.com has been largely inadequate and frequently unresponsive. I have had multiple emails go unanswered and incomplete responses to issues raised when I do get a response. Individual selling locations vary in their customer service response, some are better than others. One of my biggest bugbears is the horrendous selling platform that doesn't always combine shipping on multiple purchases, and Goodwill's policy of banning buyers from bidding if they have 3 outstanding unpaid items. Because the shipping is so high and I am a reseller, I always try to win a few items from the same location so as to spread the cost across my purchases. Very occasionally I have missed a deadline, but considering my overall spend with shopgoodwill.com over a long period of time, you'd think they could overlook the occasional slip up. Also on occasion that failure to pay on time has been because the selling location took so long to respond to my request to adjust shipping on multiple purchases that the payment deadline timed out. It should not take 5 days or more to respond to customers, especially when the selling location's policy is that they will not refund you on shipping if you pay before they adjust it! I just had a very sub-par experience with the Easter Seals MN location where this happened and they refused to cancel my entire order, even though they had relisted one of the items I won. They don't give a hoot about customers, and they don't give two hoots how supportive a customer has been in the past. Do yourself a favour and shop with a charity who is more deserving.

I have had it up to the eyeballs with this company. They are incredibly difficult to deal with - they do not provide any means of contact except live chat function (which doesn't work half of the time) through your account, and email - which takes a day or longer to get a response.

My biggest frustration: they are not transparent AT ALL about their pricing. I have repeatedly asked for a breakdown of all of their fees, charges, and shipping costs and the agent just directs me to their website. However, they do not list all of the fees and charges on their website, which you only find out when you go to ship and they slug you with hidden costs. You cannot use the shipping cost estimate on their website - it means nothing.

I have had to escalate every slightly technical question I've had to the Customer Service Supervisor, Neil, because the other agents cannot answer such questions. Then with the tough questions (like pricing), Neil goes back and forth for about a week or two not answering my questions and has failed to elevate the issue to his manager even when repeatedly asked.

I do not understand why it is so difficult to give customers a complete breakdown of all the fees and charges being applied to shipments. That is a basic business requirement and it is certainly unethical and highly questionable business practice not to. I have been asking because the charges being levied are very high and are not in line with all of the fees I understand to be LEGALLY applicable to my shipments.

My next step is to make a formal complaint to the District Attorney's office in Oregon and the Better Business Bureau, so that other potential customers can make up their own mind whether they should be dealing with this company. I recommend that you DO NOT.

I have been using Shipito for more than 5 years. For the last two or three shipments from Oregon I have experienced poor service at the warehouse, though for the previous two those issues were remedied once I contacted customer service. The last time, however, I have had numerous issues that took a long time to resolve, or were not resolved to my satisfaction. All of them appear to be at the warehouse itself - very poor photo quality of contents (to the point where the contents cannot be identified from the photos) and no follow-up despite numerous complaints.

I made a formal complaint to the supervisor, to which I received a reply, but nothing changed. For this reason I will be looking for a new freight forwarding service because I have had enough of Shipito. In the last 1-2 years the costs of freight have gone up by around 30% and the service has gone down about 90%. No reason to stay!