Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased a shipping label for my **** order on ParcelMonkey. They have offered extra insurance trough Shipsurance, so I have paid a huge extra fee for full coverage with Shipsurance. Unfortunately *** lost the package, they confirmed loss and issued claim. Shipsurance denies to pay the claim. Their "techniques" are not so clever. They start asking for documents and proofs, and when they receive them, they keep asking for more and more things. I have submitted everything to them, including shipping receipts, invoices, letters from *** confirming loss, photos of the package prepared, tracking loss details, etc.. Literally everything. A really rude agent, called **** *******, -despite the fact that I have sent printed invoices from ****- said I sent invalid links. I refuse this, everything can be verified by **** and link works perfectly. **** ******* made modifications to my claim data WITHOUT MY CONSENT, and when I ask her why she did this - she just ignores me. Do you think that it is normal? They have everything to assess and pay my claim, but they think I will give up because of their terrible customer service and time wasting techniques . I am opening this claim, so other people can see how Shipsurance "works". This is a horrible service, do not waste your time insuring your packages with Shipsurance, because they will work against you and try to deny your claim WITHOUT ANY REASON! BEWARE OF SHIPSURANCE!

  

  Business Response

  Date: 04/10/2025

  Janos - Please reach out to your claims representative. We have requested that you reach out to our team numerous times so we we can contact **** together, but you have yet to do so. 

  We are working on this claim on  your behalf. 

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23185774
  
  I am rejecting this response because: Shipsurance is lying. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/04/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Package was shipped through **** and was scanned on 3.5.25 by **** postal worker. Package never made it to distribution center and was likely stolen or lost by a **** worker in transit to the distribution center. I filed an insurance claim for $4.8k and the company Shipsurance denied payment because a signature wasnt purchased for this. I provided the requested invoices proving value over $8.5k. The response to why I am not getting $4.8k is you don't want to pay me because of a lack of signature purchased, and ontop of it it doesnt state that anywhere on *********** that that is a requirement! It shouldnt matter because a signature wouldnt have made a difference?? This package never even made it to the warehouse!!!

  

  Business Response

  Date: 04/04/2025

  ***** - Thank you for the complaint. We do have a coverage condition indicating "Shipments sent without a carrier provided signature confirmation service are excluded from coverage in their entirety". We understand that you believe that "It shouldnt matter", however, this specifically excludes your shipment from coverage. You also indicated that  "it doesnt state that anywhere on *********** that that is a requirement" Please review the ******* coverage terms that you agreed to here: ****************************************************

  Specifically: "SIGNATURE CONFIRMATION SERVICE
  Jewelry (includes necklaces, earrings, watches, rings, bracelets, broaches, etc.) with a value of $1,000.00 or more must be sent with the direct or adult ****************************** provided by the Carrier (must be signed for at delivery). This service is available by most Carriers often at an additional expense to their core shipping service. If a signature confirmation service is not available from the carrier, these items cannot be covered. Shipments sent without a carrier provided signature confirmation service are excluded from coverage in their entirety."

   

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a claim open with shipsurance. The package was lost by *** (terrible company as well). Instead of paying the claim, we have been going back and forth for 4+ months on documents, my personal ID (even thought its a business), getting correspondence from *** on an export gateway hold **** confirmed its lost), now they finally asked for payment details, hooray! Wait... not the end, now we need links (no links wholesale order). They want pictures of the product before shipping (thankfully we had them) they want how its packed, they want every detail one-by-one. Did I replace the product (yes), did you use a durable box (more than yes, not broken its lost), EIN, etc. I have now brought my lawyer into it. DO NOT USE THEM EVER. THEY ARE FRAUD. STOP USING SHIPSTATION TOO. I have spent over $1,000,000 with shipstation in logistical spend. This is how they treat me over 1 CLAIM!?

  

  Business Response

  Date: 03/28/2025

  Complaint received 3/28/25.

  Mr ****** - Your claim was paid in full on 03/27/2025. 

  We appreciate the 51 shipments you have insured with our company and wish you and your business the best of luck.

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for insurance on a package. Part of the contents were damaged during shipment. I filed the insurance claim with Shipsurance and they have done everything they can to delay the claim. I submitted photos of the damage to each individual item but now they need a photo of all 6 items together. This is not the first time that I have had issues with them changing what information I have to submit. I have submitted everything they asked for but it is never right, it is never enough and that is unacceptable.

  

  Business Response

  Date: 02/26/2025

  Mr. *********,

  We received your BBB Complaint on 2/26/25. Per our records, the claim you referenced, in your complaint (PRGXU-021425102627) was paid on 2/19/2025. 

  We apologize if our service does not fit your business needs, but we are happy that all your valid claims to date have been paid in full.

  Customer Answer

  Date: 03/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** *********

• Initial Complaint

  Date:01/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid for shipping insurance, & on Dec 4th shipped a package to our customer. The package was lost. A claim was filed on the 27th of ********** informed us that we need to file a missing mail package claim with **** in order to have them pay out the claim. We filed a missing package claim with USPS.Shipsurance referred to this as filing a tracer even though **** does not call it by this same name. Shipsurance stated that it usually takes **** about a week to finish their investigation & notify us the results of the tracer. After two weeks had passed & I hadnt heard anything, I contacted **** & spoke in depth with a supervisor who explained that is not how the process works.They explained that a missing mail package does not always generate a report or a response from **** unless the package is found. She explained it that it can sometimes take up to 90 days for them to respond to a missing mail package investigation if at all.I contacted Shipsurance via email through their support system, as well as contacting them via phone & have made several requests for them to return my phone call. However, they do not return your call. Furthermore, no one is ever available to answer the phone when you call because they all work remotely from home & only respond through their chat system. They are now telling me that I need to wait until the 27th of January before I can reach back out to see if they can pay out on the claim. This puts this 54 days after the was shipped, and our customer is at the point of wanting to contact their bank to dispute the charges since nearly 2 months have passed.I have worked with Shipsurance for nearly a decade, & as much as I hate to say it, just like many others have said here, they do everything they can in their power to try & deny a claim or pay out a claim when they should be paying it. I have requested to speak to someone in management, & Im hoping that they will follow up with me via telephone today or sometime next week.

  

  Business Response

  Date: 01/29/2025

  Mr. ***************** Your complaint was submitted to the BBB on 1/17/2025 and presented to Shipsurance on 1/29/2025. Per our records, the claim number referenced on your complaint was paid in full on 1/22/2025, as was all 56 claims you have filed with us in the past through the ******* program and ParcelGuard. 

• Initial Complaint

  Date:01/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently shipped a large art piece of mine using USP to my family in ** as a surprise for them to hang in their new house for the holidays after losing everything except their PJ's they had on. Their home burnt to the ground due to a electrical fire in the middle of the night 2yrs ago.I purchased a policy for 3K never thinking I would use it. The piece is unique, it is an original that was part of a limited series that the artist completed over 2 decades ago. It cannot be replaced or purchased ************ was severely damaged due to the carrier not keeping it upright even thought it was clearly marked on both sides, keep upright, arrows pointing up and bold black wording "Glass" to please use care. They didn't attempt to deliver it, it was sent back to ** from **. I begged 3mgrs at *** not to send it back, the broken glass would damage even more. It came back with deep gouges in the paper, chalk smudges shards of glass, the frame has deep gouges which validates it was not handled correctly.I submitted a claim with all documentation and photos required. They asked me to provide them with 2 repair offers or a letter saying it is unrepairable but T&C does not say they need 2. I sent out 4 local requests, only one responding they couldn't do it, the others will not respond which i advised. They asked me to contact someone in LA which I did, however he doesn't repair paper who he then referred me to another contact who estimated the repairs to be 4-5K roughly which I forwarded to them.They respond 'We're happy to proceed with full value of $2,120. However, you must surrender the item." or" If you would like to keep the item we can offer a 50% retention - $1060" huh? There is nothing in the ************ noting such. Also $2120 is based on a smaller, damaged internet post. Mine was original and undamaged. The $3000 claim amount is based on CPI 1991 vs 2024. Nothing they are doing seems legitimate let alone ethical and I am at a loss of what to do.

  

  Business Response

  Date: 01/22/2025

  We are working with you and the shipping platform provider (***********) regarding this claim. Additionally, if you have questions, please contact our claims team at ********************************

  Customer Answer

  Date: 02/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:01/06/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Package was shipped thru Pirateship and was scanned on 9.12.24 by **** postal worker. Package never made it to distribution center and was likely stolen or lost by a **** worker in transit to the distribution center. I filed an insurance claim for $5k and the company Shipsurance is looking to pay me closer to $3k. I provided the requested invoices proving value over 5k. The response to why I am not getting 5k were all incorrect. You stated you don't want to pay me because the coins were sent in for grading but your terms and conditions clearly state an exception to this ".. if they were sold under a paid, Recent Invoice or have a Recent Appraisal." I am also being pushed to accept this lesser amount prior to the "expiration date" of 1/10/******** stated: Shipsurance is considering the following coins for this claim:1916- $627 1922 - $725 1883- $850 1898- $299 7194-1889- $462 7080-1878- $193 Why not pay for these coins in which invoices were provided along with those coins you are accepting:1955 DD 1c $1900 1894 O dollar $2350 I was told these invoices were not sent to you but that is also incorrect. There is no reason you ignored these invoices that were sent to you early on in the claim. I clearly paid for 5k insurance, I spent lots of valuable time providing all you asked for, and I truly spent more than double what I insured these coins for. Please make this right.

  

  Business Response

  Date: 01/07/2025

  **** - The claim is currently being adjusted and worked on with your postage provider, ***********. Please reach out to them for details. 

  Customer Answer

  Date: 02/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:12/07/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased insurance with shipinsurance to cover the cost of a rare, art deco chandelier with glass slip shades. We over packaged because we've noticed a trend in the post office carriers treating packages carelessly. I was shocked that the chandelier arrived with a broken piece of the cast iron. I have been in the antiques business for over three decades. Any dealer such as myself will agree, once an antique has been broken, it loses it's value. Repairs diminish it's value.Shipinsurance who claims to make things easy when filing insists my customer either take the chandelier to a non-interested party, pay for an estimate or pay for a letter stating it can not be repaired. $181 was paid to protect this purchase. The chandelier was shipped, Oct. 28. The buyer does not want to take her time and money to collect the letters and we both feel she shouldn't have to. Does my 30 plus years of experience count for nothing? Shipinsurance has offered to pay 65% of the cost. I, the seller, and my buyer have done nothing wrong. Why can't we receive the promised service?

  

  Business Response

  Date: 12/09/2024

  Dear *** ******,
  Thank you for reaching out and submitting your complaint. We received it from the BBB on December 7, 2024. Sometimes, there can be a delay in the forwarding process, and during this time, we had already addressed the issue.
  According to our records, your claim was paid on December 5, 2024. Could you please confirm if your request has been resolved to your satisfaction?

  Customer Answer

  Date: 12/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:12/05/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for insurance for a package. I have been asked for many different supporting documents to support my claim. I believe Shipsurance is delaying and look for anything to no payout the calim in good faith. This boarders on scam territory. Their are many example on the internet and also on the BBB of this same issue.

  

  Business Response

  Date: 12/05/2024

  ******* - Thank you for reaching out. Your claim was paid in full on 11/22/2024, immediately after we were able to verify the supporting documents you provided. Please let us know if you did not receive the payment.

• Initial Complaint

  Date:11/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/26/2024 I shipped a package using Shipsurance for Insurance coverage for a item I sold on **** for the total amount of $1,565.98 - Tracking # G0D4180335920082. I insured the package for $1,600. When the package arrived at the address that it was shipped to it was reported to me by the buyer that it was damaged during shipping. At this time a return was requested through **** so I then contacted both Shipsurance and the shipping company in order to file a insurance claim. They requested that I get two estimates for the repair or one that states that the cost of the repair would be more than the value of the item. They did also let me know that there is only a 120 day time limit for this process to happen. Well, to find a Business or even an individual qualified to inspect or repair a rare vintage item such as this was almost impossible... After a long search I was able to get the two estimates they requested and both stated in writing that the repair cost would be more than the item is worth. After many Emails along with several other requests for photos and documents I was able to finally get everything they needed and it was sent to them by Email dated 10/24/2024 (Day 120). Eight days later on 11/1/2024 my claim was denied. I purchased this Insurance in order to protect the value of my property during shipping and for 4 months I was asked to jump through many hoops until the end with my claim being denied. They said that it was denied because my 120 day time limit had expired. Well, that is not true, I did everything they asked me to do within the time limit. I have never dealt with anything like this before. In my research of this company and checking the many other BBB complaints it looks as if they have done this many times before in many different ways to a Long List of people. This Company should not be allowed to conduct business this way. I can send any Emails, photos or documents of proof if needed. Thank You For Your Time... Sincerely, **** ******

  

  Business Response

  Date: 11/15/2024

  **** - We appreciate the time that you took to complete a complaint about our company. We requested simple documentation regarding what you shipped and the value. In 4 months provided partial screenshots of invoices. We have requested a full order invoice and dated proof of payment/transaction details and were never provided these details. If you need assistance, please reach out to our claims team and we can assist.