Ship Smart Inc.Reviews of shipsmart.com

While my items ultimately arrived intact and undamaged, I was extremely disappointed with the lack of communication, transparency, and urgency throughout the shipping process. I was also concerned to see that Ship Smart's website states the company is BBB accredited, while the BBB website indicates otherwise. This was a cross-country shipment. The customer service representatives I spoke with by phone were courteous and made efforts to help. Both the pickup and delivery carriers were excellent. However, there were no follow-up calls when promised, emails went unanswered, and the online chat function was not operational. The five weeks between pickup and delivery were marked by inconsistent information and a lack of updates. My items were picked up on April 30, 2026, and one of the boxes contained an AirTag that remained stationary for several weeks. On May 8, I called for an update and was told the shipment would be moving soon. On May 15, after seeing no movement, I called again and was told the shipment was already in transit and expected to arrive by May 18. By May 21, with no delivery and the AirTag still showing in the same location, I called again and was told there had been an issue getting the shipment to the warehouse and that it would be moving shortly. The shipment was ultimately delivered on June 2, 2026 -- 33 days after pickup. I understand the contract did not guarantee a delivery date, and I was not expecting one. My concern is the lack of accurate updates, the failure to respond to emails, the non-functioning online chat, and the conflicting information I received throughout the process. For a service that costs approximately $5,000, I expected a higher level of communication and transparency. I chose Ship Smart based on a recommendation from another customer, but this experience would make it difficult for me to recommend or use the company again. I also emailed the company with these concerns and did not receive a response.

This is a bad company. They take the stuff away to their company and then ask a huge more amount of money, more than double the original price, almost 5000$ for shipping a stuff, and told me if I don’t pay they will throw it away or I need to take them back, which may take me a lot time and money too! And to be honest the stuff is not even worth that much but it means a lot to me. I couldn’t believe what they did to me. This is dishonest and cheating on customers. I really regret choosing them. And also it take a month to arrive to me while they said they only take a week. They are untrustful at all.

You can see my review from over a month ago below. Guess what? They still cannot figure out where my deceased grandmother’s stained glass piece is that was passed down to me. This is absolutely ridiculous. Everytime I speak to somebody, they are just so nonchalant about their incompetence with no care in the world. Like it’s just another day that they tremendously mess up. No humility or integrity about their business.

I will absolutely NEVER recommend or use this company again. My mother passed away and I wanted her antique curio cabinet to be shipped to my home. She lived in Texas and I am in Pennsylvania. I paid $3000 for the "white glove" delivery. The gentlemen that picked up the piece was EXTREMELY inexperienced with moving large items. I should have known then that this experience was going to go downhill. After a MONTH of waiting, I finally got the call that the curio was going to be delivered. Once it was in my home, I was told they could not unwrap it. I had to unwrap it myself only to discover broken glass and heavy damage to 2 of the doors. The doors had been pushed in so far that the door stops had snapped off along with parts of the framing. It was VERY obvious that ZERO care had taken with this very precious piece. It would have been safer and cheaper for me to just throw it in a Uhaul and transport it myself. I asked for a partial refund and was told that since I did not get the insurance they were not liable. Silly me for thinking that $3000 would get me way better care and service than I received.

What started out as a good experience turned ugly when both of my valuable pieces were damaged. One was done while their crew packaged the item and didn't own up to it. I had gone through the steps required by insurance and was frustrated by both Customer Service lack of response and the dead ends I kept coming up on. However, the owner of the company reached out personally and rectified the situation to my satisfaction. If I need to ship again, I would still continue to use Ship Smart.

Edit: Reduced to 1 star (from 2) because the more I think about it the more I find their practices unacceptable. I really try to leave good reviews, but they basically held my couch for ransom after picking it up. DO NOT use this company. The owner/representative of the company even emailed me asking how to make it right after I posted this review. I told him to refund me the price increase. No response for months. Didn’t even have the guts to tell me no. Anyways, my original review is below: Excellent delivery service if you want to pay around twice the quoted price and have it delivered a month late. This company is so terrible I find it hard to believe this actually happened, and I'm the one who experienced it. If I wasn't financially secure I'd have been in a really, really bad spot and I wouldn't be surprised if they tried to take advantage of you once they have picked up your furniture. Yes, I did provide them with every single piece of technical and logistical information they requested beforehand, and more. Yes, I was accurate. I even over-estimated the size and weight. They were extremely frustrating to deal with. Luckily, they hire good subcontractors. Use LITERALLY ANY OTHER COMPANY I will not be a repeat customer. 2 stars because my couch got here in 1 piece, eventually. Honestly if I hadn't called them a half dozen times or whatever I wonder if they'd have even shipped it. This company is a dishonest, disorganized, unethical mess. They quoted me around $2100 and then nickel and dimed me up to 3600+ AFTER they picked up my couch. They insisted that a crate would be necessary, AFTER they picked the couch up despite saying the exact opposite beforehand. After I paid for the crate they then said the weight was over 600lbs instead over under 200 and demanded I pay for that, too. The only reason I paid was because the couch has been in my family since forever and they had already picked it up before they started demanding more money. Rose in particular was rude, refused to listen, took forever to respond, randomly left the office for days/weeks/however long in the middle of dealing with me, and nobody else at the company had the authority or willingness to get my couch shipped. I told more than one of them "Just ship it, I will pay, I don't care" and they ignored me. I even apologized at one point because I felt bad for being impatient, but in retrospect I wish I hadn't. They owe ME an apology, and probably about $1500, but it isn't worth my time to try to get it out of them. Instead I will leave this review, and encourage everyone to never use this company for anything. DO NOT USE THIS COMPANY unless you want to constantly be on them about getting your furniture shipped, don't care about spending 2-3x more money than they initially quoted you, and don't mind if it shows up a 2-4 weeks after the quoted delivery date. On the phone I believe they said they could get it to me in 5-7 business days. They picked it up in early March and I didn't receive it until April 9th, and I had to call/email them A LOT in between to get them to actually go through the process. Oh, and during all that they demanded information that DID NOT EXIST such as "proof of value" for an heirloom couch. What am I supposed to do, dig through an historical archive? Absolutely disgraceful.

My fiance and I had an excellent experience with Ship Smart moving our items from California to Maryland! The crew—Aaron, Dennis, and Jose—arrived on April 8th and were incredibly professional, careful, and efficient with packing and loading. They treated our stuff with great care. The communication throughout the process has been proactive and easy. Highly recommend them for anyone needing careful, specialized shipping!"

I paid to have a China cabinet and fragile glass items shipped across the country. When the China cabinet arrived at my house, it had been crated with the bare wood and glass against a wood shipping container, with no protective barrier. The cabinet was on its side. The glass shelves had been removed and crated separately, which was good, but the pegs that held the shelves were left loose in a mostly glass cabinet. When the delivery team shifted the cabinet from its side to right side up, all the metal pegs clattered down the inside of the cabinet. The delivery team did not seem thrilled to have to deal with the poor packaging and placement. There were three cardboard boxes holding the items from the China cabinet. Upon delivery, the boxes were noticeably crushed and damaged at the seams. One box was broken open completely. Fragile glass items had been inadequately wrapped and the items had too much room to shift in the boxes. Some glass items were left loose inside other glass items, without being wrapped at all. As a result, many items were broken. The boxes themselves were not labeled as fragile and the delivery team had no idea there were breakable items in the boxes until they heard glass rattling around. Unpacking boxes full of shards of broken glass was unpleasant, to say the least.