ShipGo: most-reported complaints
Automated analysis of 275 public Trustpilot reviews published 2024-05-30 to 2026-09-24. TrustScore 4.8 from 3,508 total reviews — see the Trustpilot page. Quick answer: is ShipGo legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report delivery failures, which account for 54% of the 50 complaints identified across 275 reviews. Late deliveries are the second most common issue, cited in 16% of complaints. A smaller portion of reviewers mention faulty products (10%) or other service problems (6%), with both of these categories showing a falling trend.
How to reach ShipGo
These are the contact details ShipGo publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone (800) 710-0826, email [email protected], address 324 Datura Street, Suite 400, West Palm Beach, 33401, US.
The company claimed its Trustpilot profile on 2019-09-26, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-22. Trustpilot ranks it 2 of 2 in Serviced Accommodation. We last checked this profile on 2026-09-24 and found 3 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 2.6★ on Google (0 reviews)
TrustScore over time
4.8 → 4.8 across 11 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-20 (100%, 2.8d) · 2026-08-24 (100%, 2.8d) · 2026-08-30 (100%, 2.8d) · 2026-09-02 (100%, 0.7d) · 2026-09-08 (100%, 0.6d) · 2026-09-11 (100%, 0.6d) · 2026-09-14 (100%, 0.6d) · 2026-09-17 (100%, 0.6d) · 2026-09-21 (100%, 0.6d) · 2026-09-24 (100%, 0.6d).
Severity: 20% of this company’s 50 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 2.5 days between the experience and publishing their negative review (135 reviews record both dates).
Measured reply time: across 73 negative reviews that received a public reply, the median wait was 0.8 days — the company profile reports an average of under a day.
Reply quality: of 73 company replies to negative reviews analysed, 74% engaged with the specific problem and 1% were generic templates.
47% of its 216 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: delivery failed makes up 54% of this company’s complaints vs a 23% median across 91 ranked companies in its sector.
Review velocity: 416 of this company’s 3,508 Trustpilot reviews (12%) were written in the last 12 months.
What are the most common complaints about ShipGo?
Delivery failed
27 reports · 54% of complaintssteady“They ruined my 2 duffel bags that I sent and all boxes were in terrible shape when they arrived.”
The company replied on 2026-04-29: “Camila, Good morning. Thank you for taking the time to share such detailed feedback on your recent ShipGo order. We’ve reviewed your shipment and are glad to see all 14 pieces were delivered on time…”
Our classifier read this reply as a substantive response.
“It was delivered to a non-storage area, and I was told it would be discarded if I did not retrieve it that same day.”
The company replied on 2026-01-13: “Yewon, Good morning and thank you for reviewing your recent ShipGo order. We are pleased to see your shipment made great time traveling from California to New York. However, we do regret that in this…”
Our classifier read this reply as a substantive response.
“Lost my valuable clothes from 6 opened boxes.”
The company replied on 2025-09-26: “Hello Praneeth, Thank you for your review. Our team apologizes for the issues faced on your recent shipment. A member of our claims team has been in touch as we did not receive all the details…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Delivery late
8 reports · 16% of complaintssteady“The whole experience took us over and hour and a half which would have been critical if we had an early flight.”
The company replied on 2026-03-24: “Ms. Redstone, Good morning, and thank you for reviewing your recent ShipGo experience. We sincerely apologize that your meet-up with the courier upon disembarkation did not go as smoothly as…”
Our classifier read this reply as a substantive response.
“The delivery date was set for Jan 30th 2026. Instead they delivered on Jan. 28th.”
The company replied on 2026-01-30: “Nassrin, Good afternoon, and thank you for taking the time to review your recent ShipGo shipment. We are pleased to see your bags were successfully delivered to your destination. That said, we do…”
Our classifier read this reply as a deflection.
“The bag came two days late and was ripped.”
The company replied on 2025-07-16: “Hello Russ, Thank you for your review. We're sorry to hear you had difficulty filing your claim. In the future, please do not hesitate to contact our team so we can provide assistance regarding our…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Faulty product
5 reports · 10% of complaintsfalling“My luggage was damaged beyond repair”
The company replied on 2024-12-05: “Hello Misti, Thank you for your review. We sincerely apologize for the damage to your luggage bag. Our claims team received your claim form and requested some additional information so that we may…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“the suitcase arrived without a wheel, and it was a new suitcase.”
The company replied on 2026-03-19: “Mr. Rozo, Good morning, and thank you for reviewing your recent ShipGo order. We’re glad to see your shipment arrived ahead of schedule. That said, we’re very sorry to hear about the damage to your…”
Our classifier read this reply as a substantive response.
It promised: refund.
“The bag came two days late and was ripped.”
The company replied on 2025-07-16: “Hello Russ, Thank you for your review. We're sorry to hear you had difficulty filing your claim. In the future, please do not hesitate to contact our team so we can provide assistance regarding our…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Other
3 reports · 6% of complaintsfalling“There was no representative at the port to get our luggage as planned.”
The company replied on 2025-05-20: “Hello LeVay, Thank you for sharing your feedback. We sincerely apologize for the inconvenience and frustration caused by the lack of luggage assistance at the port. We understand how important a…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“They just let your luggage transferred by a third party with no control or responsibility”
“Was surprised when I received my bill from ShipGo, it was in American currency”
Support unhelpful
3 reports · 6% of complaintssteady“It took me calling in and speaking to at least four different employees before I got someone who knew what they were doing.”
The company replied on 2025-10-08: “Hello LMG, Thank you for your review. We're sorry for any confusion regarding your pickup. This area had a slightly different pickup schedule than the standard, which the member of our international…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Your team sent an uncountable number of text messages and emails saying you couldn’t pickup my package.”
The company replied on 2025-10-08: “Hello Carol, Thank you for your review. We apologize for any confusion caused. Our team created an additional label to match the carrier to the destination store on your label, as we have had some…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“couldn't resolve Fedex (who I didn't chose - you did) to get the pickup right.”
Support unreachable
3 reports · 6% of complaintsrising since 2026-02“Have spent ages on their website and cannot book shipping.”
The company replied on 2026-09-04: “Mr. Ridgeway, Thank you for reaching out, and we apologize for the frustration this caused. No one should have to spend that much time trying to book a shipment without a clear explanation of what is…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Your phone lines were very busy and required long waits to speak to a human”
The company replied on 2026-05-27: “Penny, Good morning, and thank you for reviewing your recent round-trip ShipGo shipment. We are very pleased to see your 3-piece round trip shipment was delivered ahead of schedule on both legs of…”
Our classifier read this reply as a substantive response.
“Difficulty reaching customer service after making payment.”
The company replied on 2026-05-13: “Mel, Good afternoon, and thank you for reviewing your recent ShipGo international shipment. We’re very pleased to see your shipment was collected as scheduled and delivered to Italy ahead of…”
Our classifier read this reply as a deflection.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-24.