ComplaintsforECMS Express Inc.

• Initial Complaint

  12/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with **** which is a sneaker app on December 8th for a pair of shoes. **** didn't send my order to ECMS until December 20th although they promise to get shoes to customers in 7-10 days. When I contact **** they have no information on why my order is taking so long to arrive. I wanted these shoes by the holiday but that didn't happen. I began contacting ECMS global who hasn't been any help at all. According to my tracking on there site, my shoes departed from Amsterdam on December 22 and have yet to arrive*********** I've taken a 13 hour flight ******** so I know it doesn't take 6 days to arrive. When I contact ECMS, it has a automated message that says all agents are busy no matter what time you call and you also can't leave a message because the mail box is full. I just want to receive my item so I never have to do business with **** or ECMS again in life. I also don't understand why **** will outsource an order abroad considering the number of locations they have in the US especially in the month of December when people are holiday shopping. **** support has been no help and neither has ECMS.

  Business response

  01/25/2023

  Business Response /* (1000, 5, 2023/01/10) */ Dear customer, According to **** *********** - **** *********** Results, your package was successfully delivered on Jan 8. Please let us know if we can help with other questions. Best regards, *******

• Initial Complaint

  12/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a pair of sneakers from *********** an online sneaker distributor. On 12/14/2022 I received a notification that my package was shipped and was provided a tracking number ****************. I immediately began tracking my package. It stated on Dec 18 it had cleared customs and was at JFK. There has been absolutely no updates to the tracking page since. I sent several messages through the contact us feature as well as sent an email to the ******** provided on 12/22/22. I have gotten no response, I tried calling the (XXX) XXX XXXX over a dozen times with no answer. This is not the first complaint like this and I am not sure why this is being allowed or a company uses ECMS to do deliveries when customer service is nonexistent. I would like an update on my delivery status, this was a Christmas gift that at this point I am not certain when or if it will arrive. Furthermore I will need to deal with getting a refund if the parcel is lost.

  Business response

  01/25/2023

  Business Response /* (1000, 8, 2023/01/10) */ Dear customer, According to ***** Detailed Tracking (*********) , your package was successfully delivered on Dec 30. Please let us know if you have any other questions. Best regards, ******* ****

• Initial Complaint

  12/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company is terrible and should never be used by anyone. They hold your package and refuse to answer the phone and you can't leave a message. Most packages are lost per online reviews and this company will not help. I can't find my package and **** says ECMS refused to hand it off to them for delivery. I consider this theft.

  Business response

  01/10/2023

  
  Dear customer,
  
  Would you mind providing your tracking number so we could better assist you?
  
  
  Best regards,
  
  ***********************
  

  Customer response

  01/10/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  It's been way to long for a response and I've been trying for months to get a hold of you. The item showed up late and was returned.

  Business response

  03/20/2023

  Dear customer,

  Could you please provide your ECMS tracking number?
  
  

   

• Initial Complaint

  12/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased 2 items which are in the hands of ECMS Express. Via ****** I found out that the packages are on a hold status because they need the recipients information. After attempting multiple ways to contact ECMS Express via phone, email, ect., I have not been successful at getting a response. Their voicemail is full, no response via email. I am happy to provide the information that is needed to get these packages delivered but without a response, it's impossible to insure my packages are delivered and not lost while on hold by the shipper.

  Business response

  01/06/2023

  Business Response /* (1000, 5, 2022/12/28) */ Dear customer, According to ****, your package was successfully delivered on Dec 21. Please let us know if you have any questions. Sorry for the inconvenience and happy holiday. best regards, ******* Consumer Response /* (2000, 7, 2023/01/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  12/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased an item using a resell service that utilizes ECMS Express as their international shipper. My item has been stuck ***** awaiting transfer to **** for final delivery for 10 days now. I have attempted to make contact with ECMS through phone, email and via their support ticket on their website with zero response or action on their end.

  Business response

  01/19/2023

  Business Response /* (1000, 5, 2022/12/28) */ Dear customer, According to ****, your package was successfully delivered on Dec 25. Please let us know if you have any questions. Sorry for the inconvenience and happy holiday. best regards, *******

• Initial Complaint

  12/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company is IMPOSSIBLE to get in touch with. I literally cringe when I see something has been shipped using them. I ordered a package on December 1st & I have not received anything additional updates for days. I need the package in two days. They will not answer their customer service number. I sent an email & they replied days later without actually answering my question. So frustrating.

  Business response

  01/12/2023

  Business Response /* (1000, 5, 2022/12/21) */ Dear customer, According to ****,your package was successfully delivered on Dec 21.Please let us know if you have any other questions.Sorry for the inconvenience. Best regards, *******

• Initial Complaint

  12/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased an order through GOAT for **** on November 12, 2022 and they used ECMS Shipping. The tracking number is ***************** Normally I receive the company packages pretty soon for some reason it was taking extremely long. So I continued to track my package and now it has been on the same on the same date for more than a week now. I've tried calling them but they never answer the phone, I wrote a complaint to the company two times and they only answered one not stating where my package is or when it would be delivered. Truthfully I deserve to know where my package is it's been almost a month since I first ordered my package. I would like to receive my package now so I will never have to use this company again.

  Business response

  01/19/2023

  Business Response /* (1000, 8, 2022/12/28) */*Dear customer,**According to FedEx,your your package was successfully delivered on Dec 6. Please let us know if you have any questions. Sorry for the inconvenience and happy holiday.***Best regards,*********

• Initial Complaint

  11/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered some shoes from ************** coming for them as well) on 11/12/2022 and I got a shipping confirmation but nothing else then I saw something that said flight arrival/departure and then it went dead silent so now I'm not able to contact them because they don't answer the phone and they send emails that aren't helpful in any find of way so I had to call my bank and try to get them to cancel the charge because I basically got scammed out of almost **** and still not getting answers from **** or **** Shipping and the tracking number they gave me for ***** says that they haven't received the package but has been waiting on it since 11/18/2022

  Business response

  12/20/2022

  Business Response /* (1000, 5, 2022/12/08) */ Dear customer, According to *****, your package was successfully delivered on December 8. Please let us know if you have any questions. Best regards, *******

• Initial Complaint

  11/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I order a pair of Sneakers from GOAT on 11/13/2022 under Tracking number #***************** it has been sitting in Customs since 11/22/2022 with no contact or details i have tried to call customer service no response or email it seems as no one is working or this company is not legit. I want my delivery or I want a refund ASAP.

  Business response

  12/22/2022

  Business Response /* (1000, 5, 2022/12/06) */ Dear customer, Thank you for choosing ECMS Express Group.We apologize for any trouble this has caused.There was a flight delay due to the Thanksginving holiday season. According to ****,your package was successfully delivered on December 3 and we hope you are satisfied with your package.Please let us know if you have any more question and we will also solve the problem internally to improve efficiency. best regards, ******* ****

• Initial Complaint

  02/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  on ****** I purchased wheels for my car through a service called *****. They sell goods from ***** internationally. They shipped the 4 wheels individually through ECMS Global and I have never heard from the shipper since accepting the packages on 1/13/22. on ****** ONE of four wheels arrived at my door via ***** (without any notification of shipping update) however the other 3 remain with a status on **** of "Shipment information sent to *****" I contacted ***** support who told me to reach out to the shipper (ECMS) I have tried all methods of ************* with **** via their US phone number that goes directly to a full mailbox, as well as their main & US based support Emails. No reply has been made in any capacity and im worried my expensive wheels will be disposed of without any ability to mitigate the situation. *******************************************************************

  Business response

  03/09/2022

  Business Response /* (1000, 5, 2022/02/23) */ Dear *** *****, Thank you for contacting ECMS Express Group. I would like to begin by expressing my sincere apologies. After an internal investigation, tires are considered motor vehicle equipment and are regulated by the U.S. Department of Transportation (DOT). A completed DOT HS-7 form must be completed by the shipper for the package to clear customs via formal entry. ************************************************** Once again, we are sorry for any inconvenience caused and please let us know if you have any questions that we can help. Best Regards, ECMS Express US Customer Service Team

*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. ↩