Universal Import, Inc.

Initial Business Response /* (1000, 5, 2017/05/17) */
Hello,
In order for us to resolve your case we ask that you please provide us with your suite number or ticket ID we can searchPlease email *** and on the subject ATTN: ***
Thank you for your patience
***

Initial Business Response /* (1000, 5, 2017/12/21) */
Hello ***,
It appears we are already in contact with you regarding this, since 12/We aim to get this matter handled and resolved with you
Kind regards
Initial Consumer Rebuttal /* (2000, 7, 2017/12/27) */
(The consumer indicated
he/she ACCEPTED the response from the business.)
While Shipito has never answered the phone when I've called during business hours, they have responded to my emailsThey have stated that the vendor I bought the item from must send them a prepaid shipping label and then the vendor must re-ship to me
While this is a pain it does make sense as they don't really know who I am eitherIn this case the "vendor" is just an individual whom I purchase the item from on eBayI've contacted this individual and I'm hoping he will be agreeable to reaching out to Shipito to make this all happenIn the end I will pay shipping times, but hopefully I will at least have the item I purchased
Thank you

Initial Business Response /* (1000, 5, 2017/05/16) */
Hello,
Thank you for your patienceIn order for us to look into your ticket and issue we ask that you provide us with a suite numberIf you wish to not submit your suite number or ticket number here please email *** and on the
subject please put "ATTENTION ***- Revdex.com case ***
Looking forward to hearing from you
Best regards,
***

Initial Business Response /* (1000, 5, 2017/12/11) */
Hello,
Per the email and ticket you already have opened with us, this is still being investigatedWe will further respond to your inquiry there
Kind regards

Initial Business Response /* (1000, 15, 2017/05/09) */
To Whom it may concern,
The package is question was shipped from our Tualatin warehouse on 02/06/which sends all packages to our California facility, the trip down takes about 2-business daysThe package is then shipped out of the US
through LAXAll shipping time frames are estimated times due to circumstances out of our control and the couriers control which may occurOn 2/10/the package was already in our warehouse and shipped outOn 2/19/it would of been estimated business days for arrivalHowever, inmost countries duties and customs are charged for importations in which the time frame to clear those may vary and is dependent of the client.The package go delivered on 2/21/which is days after the estimated time frameUnfortunately,customs and duty fees is not something that we can compensate for since per our terms and conditions those are the client responsibilitiesThose are not factored into our prices since we don't charge or get any part of those fees
Initial Consumer Rebuttal /* (2000, 17, 2017/05/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 8, 2017/05/09) */
To Whom it may concern,
The package N was shipped out using our most economic shipping method that doesn't have trackingThe client was given the option to choose or deny insurance which would have covered the clients parcel in case of loss,
damage or return, however the client denied insurance and selected "No Insurance" in which by doing so he waived those right to claim some type of compensation in such event
The package that was shipped out on 1/7/was returned because duty fees were not paid by the client upon arrival of the packageAirmail will wait days and if they don't receive payment for duties and customs the package is then returned which was the case hereThe package then returned to us which labels showing that the duties were charged and not paid, as the reason for returnSince the client failed to pay the duties and customs, and also denied insurance, the courier will not reimburse us anything for the shippingIn addition, the will charge us due to them having to return the packageThe Client has now shipped the package again, using the same method and has denied insurance once againIn the event that the package is returned again, we will unfortunately not be able to reimburse the clientThe goods should still be on the way since they were shipped on 04/04/via Airmail Economy which takes about business days to arrive since all parcels are redirected through Belgium first

Initial Business Response /* (1000, 5, 2018/03/15) */
Hello,
We apologize for the missing packagesAt the moment we are contacting our logistics team to see if we can get any information on the whereabouts of these packagesHowever, as previously stated on your Shipito account, Airmail packages
do not have tracking or insurance, and that is the reason you are asked to confirm that you want airmail, twice, to ensure that you are okay with those terms and willing to ship the package with that methodYou will be updated on logistics finding through ticket ***Thank you

Initial Business Response /* (1000, 5, 2017/01/31) */
The product is still holding at our facility, due to it is a gun parts, it is currently under investigation with *** ** *** ***.The item in question (***) does not need a state license to export, however we are still
waiting on the reply from ** *** ** ***Once the item is cleared, we will send it out right away

Dear ***,Thank you for your patience with this matterWe have reimbursed you the Premium plan amount of $50, although the plan was used this yearWe truly value you as a client and hope you can reconsider your decision to leaveHowever, we have completed the refund via PayPal, and you can expect the funds to show up in your account within the next 3-business days.If you have any further questions, please let us knowThank you

Initial Business Response /* (1000, 5, 2017/07/16) */
Hello ***
Shipito has a zero tolerate policy towards fraudulent activities therefore we temporarily closed down this account for further investigationWe ask that you to provide us with more information as to what occurred on your end
with this clientYou can email us at [email protected] and attention ***
Thank you for your cooperation
Regards,
***

Initial Business Response /* (1000, 8, 2016/08/15) */
My apologies for the delay in locating your packagePer our terms and conditions which you did agree to upon creating an account, it does state that if a package should be lost in our facility claims for those may take up to business days,
although w strive to find them in less time or resolve the caseAfter obtaining the appropriate documentation from you on July 26th, we continued the search and found the package on August 2nd and mailed out that same dayPlease see the following screen shot***
Initial Consumer Rebuttal /* (2000, 10, 2016/08/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received the parcel now in good conditionThank you

Initial Business Response /* (1000, 5, 2017/08/24) */
Hello ***,
I apologize for any inconvenience caused due to this matterPlease note that we do not facilitate fraud in any wayUnfortunately this package has left our facility and been deliveredHowever, please note that we work closely
with the Department of Homeland Security and we have agents from DHS at each of our facilities on a weekly basis to either detain items, or ensure/verify what goods can or cannot be shippedOnce again my apologies for not being able to return the packageBut you can rest assured that we have closed the account and blacklisted the address to prevent more packages from going to that address
Initial Consumer Rebuttal /* (3000, 7, 2017/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I realize you can not undo what you have doneWhen I called on 8/to inform you of the issue with the package I was told it was still in your possession and that another package for this same individual was being held by Homeland Security and his account was on holdI called back a week later after not getting the promised call back and found you had released the package to Russia even while his account was on hold and another package was being detained by Homeland SecurityOnline retailers need to know that shipping orders to you is at risk for fraud
Final Consumer Response /* (4200, 11, 2017/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They shipped the package out of the country even though this person already had a package that was detained by DHS showing they are complicit in these activitiesAgain when I called on the 11th I was told by your representative that the package was still there and was being held for further investigation and that I would receive a call the next weekNone of that happenedI understand that they can not return the package to me now
Final Business Response /* (4000, 9, 2017/08/31) */
Hello *** Bradley,
Once again my apologies for the inconvenience, this account did have another package held by DHS, but the package that you shipped was unfortunately not held since the account was not on hold at that moment
The package arrived on the 9th and then shipped out on the 10th, at which point the package was no longer in our possession
Please note that this account has been closed and this was not something that was shipped intentionallyWe are very dedicated to helping DHS collect and detain any all individuals trying to ship prohibited items to their country
Thank you

Initial Business Response /* (1000, 5, 2018/03/06) */
Contact Name and Title: Sam, CS Mgr
Hello,
Thank you for bringing this to our attention.
At your earliest convenience, please email [email protected] regarding this, and mention that this matter be escalated to a manager right...

away.
Kind regards. We look forward to hearing from you soon.
Initial Consumer Rebuttal /* (3000, 7, 2018/03/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not want to deal with them because they've done this to many people. You can research them online and see all the comments. I'm scared for a retaliation. Do not trust this business.
Final Business Response /* (4000, 9, 2018/03/12) */
Hello,
We can take care of this case here through Revdex.com monitoring. Please note, that Shipito has a zero-tolerance policy against fraud, and activities related.
Oftentimes, as a reshipped we are labeled as an accomplice of the scammer, which is most certainly not the case. As soon as we heard about this we placed a hold on the account until we get to the bottom of this. If you could provide us with evidence that the order was cancelled and a prepaid label to return your goods, we would be glad to do so.
If you would like to speak to someone in person, please call 310-349-1172. Once again, please don't just go off what you heard and see on the internet. We still have your package and once we have the appropriate proof, we can definitely send it back to you.
Thank you

Initial Business Response /* (1000, 5, 2016/10/11) */
Hello,
We are a mail forwarding company and assist clients with shipping their packages internationally. We did not receive notification from any other merchants that this client was fraudulent. When this merchant, Stephen, reported the fraud...

we immediately closed down the client's account. This merchant should have made sure that the client was using an authorized card which belongs to the client. Since we didn't receive any card payments from the client our system did not detect them as fraud as the payments were bitcoin which are non-refundable.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your service has facilitated the fraudulent credit card frauds. Your company should implement ways to know your customers and prevent their fraudulent transactions.
Final Consumer Response /* (4200, 11, 2016/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your approach indirectly foster or sponsored credit card frauds, because you are not verifying the legitimacy of your clients which are using your service to defraud online merchants.
Final Business Response /* (4000, 13, 2016/10/16) */
Hello,
We do screen our clients if our system flags them. This client was not flagged as they did not use a fraudulent method of payment with our company. We do not endorse fraudulent activities that is why we immediately closed this account when you reported the issue.
We suggest implementing security measures on your end.
Regards,
[redacted]

Initial Business Response /* (1000, 8, 2017/07/20) */
Contact Name and Title: Mariana
Contact Phone: [redacted]
Contact Email: [redacted]
Hello [redacted],
I'm very sorry to hear about this indecent till now. Since we were not contacted prior to this message, in regards to the...

fraudulent activities being conducted,we were not able to close the account sooner.
At this point we have closed the account, and the perpetrator will no longer have access. Shipito is not aware of how the packages are obtained if the names on the parcels match the account holders name and are properly addressed to their Shipito suite. All packages that arrived to this individuals suite were addressed to him self "[redacted]". In addition, Shipito has several security checks that clients need to pass if we see a red flag within their account. In this case we did request one form of identification, which they provided. If Shipito was alerted about the fraud, the account would have been closed sooner and the shipments would have been returned to the merchants.
Initial Consumer Rebuttal /* (3000, 10, 2017/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They need to answer the phone. I tried several times, even had coworker try. I can't report anything if you don't answer. When I called Minden police they told me they were aware of this address and the scam problem. They know what's going on. I have reported this company's to the fraud investigators at [redacted] Credit Card.
Final Consumer Response /* (2000, 16, 2017/08/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Again, in their own words (two NEW purchases from [redacted]) it is continuing to be a place for stolen credit card merchandise to land, which proves my point.
I appreciate the response and I do consider this matter closed.
Thank you for taking the time to looking into this situation and I believe it will definitely make things better.
Final Business Response /* (4000, 14, 2017/08/02) */
Hello [redacted],
The phone number to call is [redacted]. You can call from Monday to Friday 7am-5pm (Pacific Time).
The account is already closed and they have two new purchases from [redacted] which we are working on returning. If these were purchased with your credit card please let us know, or have [redacted] contact us at their earliest convenience. Either way these will be returned to the merchant shortly.
As previously stated, if we would of had this report before shipping the parcels, they would of been shut down prior. We have a zero tolerance policy regarding any fraudulent activities here at Shipito. We cooperate with all authorities and other investigative agencies regarding identity theft cases. We have security measures within our system that allow us to best root out unauthorized payments. Once again if you would like to speak to me, please call [redacted].
Thank you

Initial Business Response /* (1000, 5, 2016/09/14) */
To whom it may concern:
On our website we state that clients are not authorized to use their own billing accounts to ship their packages. It is written on our website here:
https://www.shipito.com/en/help/faq#ownbilling
"What shipping...

methods do you offer? Can you use my billing account for [redacted] or [redacted] shipment?
We support only the shipping methods shown in our calculator . Please enter weight and dimension of the package to see how it will be shipped. If you don't see certain shipping method it is not supported. Sorry, but we do not support third party billing accounts."
This client wanted our staff to print out their [redacted] label they created on their own [redacted] billing account and have us ship it out for them. This creates conflict with Shipito's [redacted] account as the package would be picked up from our destination and scanned with our warehouse information, therefore any issues with the package the courier would direct it back to our warehouse. This is why we do not allow client's to use their own billing account with couriers we already offer.
We had already waived the $9 on their package and didn't charge them for their consolidation which totals $42. (14 packages consolidated multiplied by $3 repacking fee) nor did we charge them the processing fee ($2 per package for 13 packages) which is a total of $26. The amount that we didn't charge this client totals to $77 which is more than what the client is asking for back as a refund. This client had the option to use our shipito calculator to determine if they would use our service but took it upon themselves to try and use their own [redacted] account after the fact that it is written on our website. This is why our staff held it in our facility so we can notify the client that it is not a service we provide.

Please feel free to contact our company if you have any questions in regards to this complaint.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sadly, this response from Shipito underlines the entire problem with Shipito's systems and approach to customer service: Shipito supervisors think it is somehow acceptable for me to spend ten days of stress while nobody could locate my package and while customer operatives told me the following: that it was 1 my fault and 2 'probably with [redacted]' and I should just contact them because it was not their responsibility. The package was actually found to be just sitting in their warehouse even though they had marked it as 'mailed out' in their systems and therefore in their minds no longer had responsibility for it.
To respond to some particular points:
[redacted]Shipito's response:[redacted]
Shipito claims the following from their FAQ page:
"On our website we state that clients are not authorized to use their own billing accounts to ship their packages. It is written on our website here:
https://www.shipito.com/en/help/faq#ownbilling
"What shipping methods do you offer? Can you use my billing account for [redacted] or [redacted] shipment?
We support only the shipping methods shown in our calculator . Please enter weight and dimension of the package to see how it will be shipped. If you don't see certain shipping method it is not supported. Sorry, but we do not support third party billing accounts."
[redacted]My response to Shipito's points:[redacted]
That seems quite conclusive and you would think would support Shipito's point that I circumvented their systems, but the very next paragraph on tehir FAQ page actually completely supports MY point:
"Can you make an exception and use some other shipping method not shown in your calculator?
Our low pricing is based on automation and approved shipping methods we currently use. Please check what shipping methods we offer before shipping any packages to us. We have wide range of shipping methods we offer. If we have to manually handle any shipment with different shipping company we need to charge $35 per hour time to prepare all shipping documents."
So all Shipito needed to do was charge me $35 an hour for the task of printing out the labels from my own third party courier. That should cost circa $10 or even a whole hour for $35 to print some labels would still have been worth it for me.
[redacted]Shipito's response:[redacted]
This client wanted our staff to print out their [redacted] label they created on their own [redacted] billing account and have us ship it out for them. This creates conflict with Shipito's [redacted] account as the package would be picked up from our destination and scanned with our warehouse information, therefore any issues with the package the courier would direct it back to our warehouse. This is why we do not allow client's to use their own billing account with couriers we already offer.
[redacted]My response to Shipito's points:[redacted]
This is an amazing Mea Culpa from Shipito. They are essentially saying in this paragraph that their systems are not robust enough to be able to keep proper track of a package, which is a pretty big flaw for a company whose entire business model is based around keeping track of packages. Pick-up in person is possible for packages from Shipito packages, so a courier of my own sending is just the same as if I sent my American cousin to pick up the parcel. It's just that one would wear a courier's uniform and one would be in jeans and t-shirt.
[redacted]Shipito's response:[redacted]
"We had already waived the $9 on their package and didn't charge them for their consolidation which totals $42. (14 packages consolidated multiplied by $3 repacking fee) nor did we charge them the processing fee ($2 per package for 13 packages) which is a total of $26. The amount that we didn't charge this client totals to $77 which is more than what the client is asking for back as a refund. This client had the option to use our Shipito calculator to determine if they would use our service but took it upon themselves to try and use their own [redacted] account after the fact that it is written on our website. This is why our staff held it in our facility so we can notify the client that it is not a service we provide."
[redacted]My response to Shipito's points:[redacted]
Shipito's fees are very hard to understand and I am still unsure what I have been charged and for what. I asked for a complete refund of all fees paid as a token of apology but this has not happened. The last sentence of this paragraph is just simply outrageous:
"...The client ... took it upon themselves to try and use their own [redacted] account after the fact that it is written on our website. This is why our staff held it in our facility so we can notify the client that it is not a service we provide."
Shipito did not hold my package in their facility to notify me that 'this is not a service that we provide', they did not notify me that no pick-up was made at all and when I contacted them it took them over a week to locate the package and find it still in their warehouse. If Shipito really wanted to stop me using my own courier - even though it says this is a possibility on their FAQ page, they could have just openly refused the pick-up by my own courier and alerted me of this immediately. Instead they did nothing and then tried to tell me that [redacted] must have it.
[redacted]My further points:[redacted]
Since the package was actually located on 14 Sep, Shipito then informed me that batteries could not be shipped and that I would have to make a request for the batteries to be removed from my package before it could be shipped. At this point, over two weeks after I had originally tried to ship the package out and over a month after the batteries had been delivered to Shipito and they had had the chance to alert me of this battery issue, I just needed my main package to be shipped out so I asked for them to remove the batteries, with the idea that I would offer them to my US Facebook friends who may live nearby. I found out today that they had just trashed my batteries without even consulting me.
See verbatim response below:
We have added new comment to your package: [redacted]
"COMMENT:
DETAILED INFORMATION:
Hello,
The batteries was removed and discard. You request our staff to remove
the batteries but did not request to repack the batteries in another
box. Thank you!"
[redacted]
Luckily these were just batteries, but based on this response they could have thrown away anything from my consolidated package just because I hadn't specified that it should be put into another box!
Unfortunately Shipito has inadequate systems in place, incompetent staff and a poor attitude to customer service as you can read above for yourself. I have ample documents to prove every point I have made in this complaint and this response.
Final Business Response /* (4000, 9, 2016/09/20) */
To Whom it May Concern,
My apologies for this whole situation, however this situation was not caused intentionally. We don't allow clients to have a third party courier come and pick up there packages here to avoid confusion with our shipments and also because Shipito LLC will not be able to provide any documentation for shipment that was not sent by us. However, couriers will see this as the sender address and contact us to provide documents which we don't have and can't provide since we are not the sender.
The package seems to have not left the warehouse, which was caused due to the package not being in the regular mail out station, since this package was not going out by one of the couriers provided by Shipito. A total of $33 have been reimbursed due to this situation. To get the rest of the funds in the account a refund request can be placed and we will waive fees for the reimbursement. Please contact us to [email protected] to adjust the plan on your account return your funds accordingly.
Best Regards,
Shipito LLC

Initial Business Response /* (1000, 5, 2017/10/11) */
Contact Name and Title: [redacted], CS Mgr
Contact Email: [redacted]
Hello [redacted],
I apologize for this happening to you. We take these matters seriously, and will do everything we can to work with you through this.
Attached to...

this response is my contact information. If you could please provide proof of the transaction at the email provided, such as a statement for amount specified, we can begin to investigate the matter from there.
I look forward to hearing from you.
Kind regards,
[redacted]
Shipito Customer Support Manager
Initial Consumer Rebuttal /* (2000, 7, 2017/10/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 15, 2017/05/09) */
To Whom it may concern,
I am aware that we did experience some type of technical issues with our unsubscribe button, however we have fixed the issue and any consumer who wishes to unsubscribe from our email list will be able to do so at any...

time.
My apologies for any inconvenience caused.

Initial Business Response /* (1000, 5, 2017/05/21) */
Hello,
We completely understand your frustration and we do what we can on our end to prevent fraudulent activities from occurring. We however, cannot monitor what happens outside of our website/services in which you should reach out to [redacted]...

to prevent your account from getting hacked. We have legitimate clients who use our services for forwarding therefore it is unfair to generalize our company based on a hacker which got a hold of your amazon account.
Thank you,
[redacted]

Initial Business Response /* (1000, 5, 2016/09/22) */
Hello,
Our warehouse is currently searching for the package as it was misplaced. If we do not find the package within 30 business days the you will be reimbursed.
On FAQs we state the following:
"What if we lose your package in our...

warehouse?
If we cannot locate your package in our warehouse we will notify you. It sometimes happens that package is misplaced. Most of the time we will find your package. We just need some time as we have thousands of packages. We employ humans and they do mistakes! Unfortunately. We will ask you to provide copy of invoice or purchase form. If we cannot find your package you will get fully compensated. Please make sure that value filled on customs declaration is the same as value provided on the invoice."
We appreciate your patience at this time.
Regards,
Shipito
Initial Consumer Rebuttal /* (3000, 7, 2016/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Since they are asking 30 days for finding may package, I will have to wait this period ir order to see what is going to happen. Besides, most of the things that were in the package I bought from [redacted] and don't have the invoices. I sent the company my [redacted] purchase screen and hope that I get compensated based on these values.
Most important, what I really want is that the company give a position right now. For instance, if they don't find my package until october 03, I would receive U$ 500 (Approximate value of my stuff). That is simple.

Final Business Response /* (4000, 9, 2016/09/25) */
Hello,
Thank you for your patience as our warehouse is still locating the package. If the package is not found after the 30 days we will reimburse you.
Regards.