ComplaintsforECMS Express Inc.

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9.21.24 - I ordered shoes from ****, which were said to be delivered through ****. It is now 10.9.24 and they have attempted to deliver my shoes FOUR TIMES since 10.2.24, after I provided clear delivery instructions for them bearing that the address provided is a business address and cannot accept orders after 5pm. The hours of business are between 8 AM AND 5 PM. My package is now almost a week late due to their inconvenience and inability to follow delivery instructions, and then had the ***** TO TELL ME THAT I SHOULD FOLLOW UP WITH THE MERCHANT?!!? Why would I follow up with GOAT, when you guys cannot fulfill simple instructions! Then I provided an alternative dress due to their incompetence and inability to fulfill simple request, they told me I should allow them to return it to sender and ask for reshipment from GOAT. Ridiculous, worst service I have experienced from delivery courier service ever! Then they dont even have a direct line, so at this point I am speaking to a **** robot.

  Business response

  11/04/2024

  Dear ****,
  
  Thank you for reaching out, and I apologize for the frustration you've experienced. Id like to clarify ECMS's role in your shipment to address your concerns as effectively as possible.
  
  As the international courier, **** was responsible solely for the shipment from GOATs ** location to the **** We received your package in our ** warehouse on 10/01, and it arrived at *** on 10/03. Once in the ****, our partnered domestic carrier, **** (formerly Returnmates), assumed responsibility for final delivery on behalf of ****. We regret the difficulty you encountered with the delivery attempts, and we understand how frustrating it can be when instructions are not followed.
  
  Sway, as GOAT's chosen carrier, manages delivery logistics within the ****, including communication and rescheduling for packages to business addresses. Unfortunately, we at **** do not have control over Sways delivery protocols or alternative address policies. For the most effective resolution, please contact Sway directly at ********************* to discuss your concerns with their handling of this delivery. The text communications you referenced were indeed with Sways customer support, not ECMS.
  
  As the delivery did not succeed, **** has initiated a return to GOAT, which allows the merchant to assist you further. ***** customer support team is best positioned to help you with reshipment or alternative solutions.
  We understand the importance of reliable customer service. While our team operates mainly through email and online form submissions, which is typical for smaller carriers, were always here to support you within the scope of our services.
  
  Again, we apologize for the inconvenience and appreciate your understanding in directing further concerns to Sway and GOAT.
  
  Warm regards,
  ***** ***
  Customer Service Specialist
  **********************

  Customer response

  11/04/2024

   
  Complaint: 22402375
  
  I am rejecting this response because how is anyone supposed to know the difference between SWAY and ECMS when I was constantly forwarded through automated bots all day? Whats the difference when yall are in communication? To even get service from **** I had to go through ECMS, so dont say youre uninvolved in the direction of shoes I ordered and delivery instructions werent followed. 
  
  Sincerely,
  
  Nola 

  Business response

  11/04/2024

  Dear ****,
  
  Thank you for sharing your perspective. We understand how frustrating this experience has been and apologize for any confusion in navigating ECMS and Sways respective roles.
  
  While ECMS handled the international portion of your shipment, the final U.S. delivery was managed by ****, ***** selected domestic courier. Since Sways team oversees routing and delivery instructions, they are responsible for the last-mile delivery experience. We recognize, however, that without prior information about the transition to Sway, this handoff can be unclear.
  
  We encourage customers to reach out to our support team via our contact form, which is accessible on our website and helps us directly address inquiries like yours. We also appreciate you sharing screenshots of your communications with Sways support team, as they will aid us in forwarding your feedback to Sways leadership to improve service clarity in the future.
  
  Additionally, wed like to assure you that GOATs support team is available to answer questions regarding courier partnerships and reshipment options if you reach out to them.
  
  Thank you for your patience and for giving us the opportunity to clarify.

  Best,
  ***** ***
  Customer Service Specialist
  **********************

• Initial Complaint

  09/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a pair of Gel 1130 Black Pure ******* in a size 11 in men from *********** for my son for school. And when I received my box almost 2 weeks later from when I ordered them, inside of the box were a size 5.5 ****** for women in which isn't even on flight clubs' website. I reached out to **** numerous times via phone, and no one seems to answer and when I tried to leave a message the mailbox is full. I have never heard of this delivery company and I have been ordering from *********** for years for my son and when delivered by ***, ***** or *** this has never happened to me. I have reached out to flightclub but I have yet to receive a response. Upon reading the comments I see numerous people have been having the same issues. This company needs to be closed because they are obviously stealing peoples hard earned money and this just isnt fair.

  Business response

  09/19/2024

  Dear Ms. ******************** you for bringing your concerns to our attention through the BBB. We understand how frustrating this situation has been, and we want to clarify the details regarding the shipments you referenced.
  
  Shipment ECGGHXX015348235:
  According to our internal records, this package was ordered on 9/17 and handed over to **** in ***** on the same day. As of 9/18, the package is still in transit in ***** and has not yet arrived in the ************* for delivery. It has only been two business days since the order was placed, and the quoted estimated delivery time is five business days. This estimate does not account for any customs inspection or international transit delays, which can extend the shipping time.
  We have no record of any previous outreach attempts from you based on our voicemail and email logs, but we encourage you to reach out again should you have any questions regarding the status of this shipment.
  
  Shipment ECGGHXX015335879:
  This shipment was successfully delivered via Sway, our partnered last-mile carrier, which completes deliveries within the **** after **** handles the international leg of the journey. We understand the frustration you experienced due to receiving the incorrect item. In cases like this, **** is responsible for the international portion of the shipment, but package discrepancies, such as receiving the wrong product, must be addressed directly with the seller ************* for a resolution.
  For lost or incorrect packages, its important to contact the seller for a replacement or refund. While **** cannot be held responsible for package theft or misdelivery after handing off the shipment to the last-mile carrier, we encourage you to continue working with *********** to resolve this issue. Should you need assistance tracking your package, you can use this link: ****************************************************************. Sways customer service can also be reached at ********************* for any last-mile delivery concerns.
  
  We are committed to working with our partners to improve your experience and appreciate your understanding. If you need further assistance, please feel free to reach out.
  
  Sincerely,
  ***** ***
  Customer Service Specialist
  ECMS US
  ***************************************

  Customer response

  09/20/2024

   
  Complaint: 22309794
  
  I am rejecting this response because: this doesnt make sense and why is all the other complaints identical to mine. They stole my sneakers and replaced them with something else. ECMS needs to be closedown 
  
  Sincerely,
  
  Iymia Hunter

  Business response

  09/20/2024

  As the rejection response does not provide any new information, nor requests any further remedy, **** will refer the customer back to the original response for further guidance.

  Best,
  ***** ***
  Customer Service Specialist
  ECMS US

  Customer response

  09/21/2024

   
  Complaint: 22309794
  
  I am rejecting this response because:
  Ive ordered from flight club for years in the past and never have I ever received incorrect items. Flight is putting me through it and I believe this isnt fear on the customers part. ECMS or **** is responsible for my items being incorrect and I believe you guys should refund me my money. There is not even a receipt in my box. My item sat in **** facility for a while before being transferred to sway therefore I believe one of your drivers or people at your fulfillment centers stole my sneakers and replaced them with something else. Every comment in the BBB states the same thing about your services. **** and **** needs to shut down and I will be seeking legal action as well. 
  Sincerely,
  
  Iymia Hunter

• Initial Complaint

  07/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company has had my package for over two weeks with no updates. It is impossible to get a hold of them on what I believe isn't a real phone number, they have not responded to numerous messages through their portal either. I have $600 shoes that I ordered from **** and they have used this logistics company that has no way of communicating with the customer.

  Business response

  07/10/2024

  Hi ******,
  
  Thank you for sharing your concerns with us regarding your shipment.
  
  After searching our customer service inbox with your name and email, we have no record of any previous contact with us.
  
  For future status inquiries, please email us at ********************** with your ECMS tracking number in the subject line.
  
  We will further assist you as soon as you are able to send that email to us.
  
  Thank you and have a great day.
  
  *****************
  Customer Service Specialist
  ********************** - US Team

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This shipping company is a scam!! I ordered a pair of expensive/rare shoes through GOAT on 3/15/2024 that cost me $563.34. Instead of shipping through ***** or *** per usual they shipped through this unheard of company which was already a red flag. On 3/30/2024 I received notification my package was delivered, however all I received was a box with correct shipping label for tracking attached to it, with an empty shoe box inside. I contacted both GOAT and ECMS EXPRESS and the company just replied stating according to the carrier my package was delivered. I firmly believe my package was tampered with and stolen being that it was a rare/expensive pair of shoes. ECMS denies my claim therefore GOAT is not willing to refund my $563.34. I refuse to pay $563.34 for an empty box. Shame on these scammers. I WANT A FULL REFUND.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  ECMS is a logistic company. I sent a package by using ECMS service and paid the the shipping charge on 12/04/2023. The package has never been delivered and more than 5 online contacts and phone calls to ECMS, there has been no response from ECMS. I believe the package was stolen.The package tracking number #ECESEXX013966413

• Initial Complaint

  12/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Shipping grossly delayed in excess of promised

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered from GOAT and my item was shipped thru ECMS which never delivered to my house and I have a RING camera. Never heard of this company but if people end up like myself just dispute thru your bank and make a complaint

• Initial Complaint

  11/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered 2 pair of shoes from Goat on 11/4 & 11/5..After waiting weeks for my shoes to come.They claimed that they have been delivered.I had my Pobox as the delivery address but in the picture that they claimed they delivered the shoes to, Is clearly not my post office box.They are scammers and need to be shut down.They are stealing from people.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  *** purchased a pair of Asics gel **** 2 weeks ago from *********** and today your delivery persons said the package was delivered to a costumer which is not true! Ive never received the package and I also have a Ring doorbell where I can see whos infront of my door. I believe this company is a scam.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered some shoes off GOAT on 8/22 I never received my order I been callin and keep calling and I always get sent to a voicemail its been 6 weeks still no update.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩