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:11/15/2024

  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.

  Shipsurance denied my small business a claim (the first claim in nearly 4 years of business). I am diligent about insuring boxes that are over a certain amount because as a soap manufacturer, it's not a product that is easily replaceable, due to a long curing process. We landed a custom manufacturing account with a small business in **********, and to my shock, one of the two shipments was damaged entirely. The soaps were unsellable, the box was even wet on the inside. I've shipped to all 50 states and I've never seen a box arrive with contents so badly handled.I remembered that thankfully the box was insured and thanked the small business partner for taking so many pictures. I, as the shipper, filed the claim. Then, Shipsurance started asking for MORE pictures. We submitted over 10 pictures of the damage. The process dragged on, when they asked, again, for even more pictures.I've never felt more disrespected and taken advantage of as a small business owner until I came across Shipsurance. Stay far away from insuring anything of worth with this company, they won't believe you even with ample proof, and will deny your claim entirely.I am convinced this company is a scam, and why ********** has now gone a different direction with shipment insurance. I wonder how many small businesses suffered because of Shipsurance, I know for sure, my small business is now out $500. The claim was denied on 11/5/2024.

  

  Business Response

  Date: 11/15/2024

  Thank you for the complaint, ******. As per our records, this claim has been opened and we requested that you "Please confirm how many items were damaged in this shipment" on 11/6/24. Please reach out to our claims team with the details we requested.  

• Initial Complaint

  Date:10/01/2024

  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.

  I was shipping a laptop that I sold online to the buyer, and upon arrival and inspection of the device, the buyer states that the item arrived damaged. I have proof that the item shipped with no damage, and judging by the pictures of the box it was shipped in, it looks like it was damaged externally as well. I paid for shipping insurance on the device, and to my surprise, when I submit a claim, it gets denied due to not also including signature upon delivery. This is completely bogus because this item was damaged in transit, not LOST, there is literally no reason why they would deny a damaged item claim due to this. Theres also the fact that I shipped out an electronic earlier this year ********* switch) and the charger was damaged upon arrival, and even though I did not have signature on that one, shipsurance paid out the claim. There is no human being out here that reads through terms and conditions before buying a service that is supposed to do what it says it should do. Imagine I bought ********* with theft and loss on an iPhone and ***** tells me actually, we cover losses but only if you were also paying for Apple Music as well. This would be a different story if my item got lost, but my item got damaged in transit, and even though I did everything right on my part, theyre denying a DAMAGED claim due to not having signature upon delivery??? In what world is this legal? If I needed to have signature tracking for this delivery, why was the claim on the other electronic I shipped approved with no argument? And why is it that I can easily pay for shipsurance without this company making my sure the item Im selling is eligible???? This is absolutely insane

  

  Business Response

  Date: 10/01/2024

  Anwr Ibrahim - Thank you for the complaint. The program through which you insured your shipment through specifies the following: "Laptop computers (including tablets computers, iPads, and similar electronics) and mobile telephones (including cell phones, smart phones, and similar) must be sent with the direct or adult Signature Confirmation Service 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."

  You shipped a laptop and did not request the signature confirmation service. The laptop was delivered to a "Front Door/Porch" as per the USPS. 

  The coverage terms are very clear and include a special section titled "Pay special attention to the following coverage exclusions and conditions" where this exclusion is repeated. 

  This was the first claim that you filed with us under this program. 

• Initial Complaint

  Date:09/18/2024

  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.

  Shipping insurance for 500 dollars of value was purchased from this company for a shipment made through a 3rd party, costing ************************************ shipping and a insurance claim was filed with the third party shipper.Over the past 2 weeks, Shipsurance has constantly requested photos and more photos of the exact same thing. The item, packing material and shipping box. Every 3 or 4 days, they request more photos of the same thing over and over. Now they are requesting documentation from a third-party about repairing this item, a telescope made by a company no longer in business.These are obviously efforts intended to wear me down, to get me to give up and for Shipsurance to scoop my premiums I paid in good faith without honoring their obligation by providing "insurance".

  

  Business Response

  Date: 09/18/2024

  *****

  The BBB forwarded your complaint to us on 9/18/24. Per our records, your claim was paid in full on 9/10/24. Please let us know if you have additional concerns and we can research for you. 

• Initial Complaint

  Date:08/05/2024

  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.

  We hire insurance for our shipping.We now need to use it and this company is requesting documentation.We have submitted the documentation and they request again more. We are unable to contact nobody in this company because they provide a phone number answered by a machine and then they send you to voice mail. I have requested by e-mail to be contacted by phone but I am being ignored.

  

  Business Response

  Date: 08/06/2024

  We have been trying to get in touch with you. We can be contacted at ************

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22077119
  
  I am rejecting this response because:  When I call back at the business phone provided nobody answers.  It is only a robot saying that they have high volume calls, then says I can leave a voice message but does not let you. You only called me once.  If you want me to call you back, give me a real telephone number.  You can reach me at ************ and/or ************.

  
  Sincerely,
  
  **********************

  

  Business Response

  Date: 08/10/2024

  ***** - We have spoken to you via telephone on 8/8/24. Your claim is being processed as per your discussion with our claims team.

• Initial Complaint

  Date:07/26/2024

  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.

  Damaged iMac 27-inch Retina Display Claim Number PRG3Z-060424094918 Shipping Details:Origin: ***************, ** Destination: *********** Shipping Date: May 7th Delivery Date: May 13th Incident Description: I shipped my iMac from *************** to *********** on May 7th, using a professional pack-and-ship store. They securely wrapped the computer, focusing on the screen. The service cost approximately $100.Upon receiving the computer on May 13th, I discovered significant damage: the left corner of the screen was cracked, and the stand was bent. This occurred despite careful packing.Impact: This iMac, costing over $3,000, is essential for my photography business. Replacing the screen will cost nearly $1,000. Due to this incident, I've lost 30 days of work, causing significant disruption. Additionally, I spent $100 on a repair quote and over $100 on a diagnostic request.Resolution Requested: I request reimbursement for the cost of replacing the screen. Attached are the repair quote ($1,700+) and the diagnostic receipt.Additional Information: After two months, I was asked for more photos despite submitting numerous documents. The claim is for $1,000, but the repair exceeds $1,700.I contacted ************************* at Shipsurance *********************), who was rude and unhelpful, stating I am not the policy owner. This has been extremely frustrating. I was offered only 65% of the claim, which is unacceptable. I will contact my attorney and file a complaint with the Better Business Bureau.Thank you for your attention to this matter. I look forward to your prompt response.

  

  Business Response

  Date: 07/26/2024

  Thank you for the complaint. We received this BBB complaint on 7/26/24. This referenced claim was paid on 7/18/24. Is there anything else that you would like us to resolve on your behalf?

  Customer Answer

  Date: 08/05/2024

   
  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.
  However I am still waiting on the check from this company as of 8/5/2024
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:07/24/2024

  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.

  We ship using www.STAMPS.com. Stamps.com uses Shipsurance for package insurance coverage.We filed a claim and then we get an email from Shipsurance stating that they will no longer insure us.Effective Date: 07/26/2024 *********************** ***************************************************************************************************** Email Address: ******************************* Dear *************************** to adverse shipping claims, it is hereby understood and agreed that, effective from the above date, shipments requiring coverage for "***********************", on behalf of "***********************", and on behalf of the household or business of "***********************" or "******************* Supply", are excluded from shipping insurance coverage issued by Shipsurance or a Shipsurance Insurance Services partner.Coverage is excluded when purchasing insurance from: ParcelGuard The shipsurance.com website Or any other 3rd party provider of Shipsurance shipping insurance We thank you for insuring with us, or through our partners, and are glad you were able to realize great savings and support while utilizing our coverage. We hope your business continues to flourish.To make sure that your future packages are covered and that you have uninterrupted coverage, we suggest purchasing coverage from the shipping carriers, directly, as of the effective date above. Please note: All packages that you have previously insured with us continue to be covered.Dated: Friday, July 12, 2024 Shipsurance Insurance Services

  

  Business Response

  Date: 07/25/2024

  Thank you for submitting a complaint. You are able to declare a value on your shipments with the shipping carrier, directly. Alternatively, you can insure your shipments with other private insurers. Please reach out and we can provide you with some options.

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22010160
  
  I am rejecting this response because:

  I want to ship using STAMPS.com and I do not understand why you would discontinue our ability to insure through you just because we used the insurance that we purchased and filed a few claims.

  Isn't that the point of insurance?

  If you feel that **** damages too many items then maybe you should disallow the shipping of packages using your software through ****. It is not fair to the customer to cut us instead.

  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/10/2024

  ************** (******************* Supply)

  You can continue to ship using Stamps.com, however, our shipping insurance is not currently available to you. You are able to declare a value on your shipments with the shipping carrier, directly. Alternatively, you can insure your shipments with other private insurers. If you reach out to us we can provide you with alternatives. 
  

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22010160
  
  I am rejecting this response because:

  This is the same reply that you sent to me the first time.

  I know that I can use USPS.com but I want to use STAMPS.com.

  We did not break any rules.All we did was use the insurance that we purchased.

  I will be taking this to the Attorney General.

  You cannot punish someone for using what they paid for.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/09/2024

  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.

  INSURANCE PURCHASED THROUGH SHIPSURANCE AND ITEM DAMAGED. THEY ARE DOING EVERYTHING POSSIBLE TO NOT PAY THE CLAIM. IT WAS A RARE ANTIQUE CLOCK. IT WAS INSURED FOR $1500 AND NOW THEY WANT 2 REPAIR ESTIMATES. YOU CAN'T REPAIR THAT CLOCK TO THE ORIGINAL WAY. PAY THE CLAIM. INSURANCE WAS PURCHASED.

  

  Business Response

  Date: 07/09/2024

  ************************* - Thank you for filing out a complaint. Can you please provide a claim number or tracking number so we can reference your claim? We have no listing of a "********, MALA " in our system.

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21955434
  
  I am rejecting this response because:

   

  TRACKING NUMBER 1ZH686K20333246440
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/18/2024

  The claim belonging to tracking #1ZH686K20333246440 was paid on 7/16/24.

• Initial Complaint

  Date:06/13/2024

  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.

  A Shipsurance policy was purchased through Pirateship for a piece of jewelry being shipped back to the manufacturer for a warranty issue. During this process, *** lost the item. Shipsurance is denying the claim because no "signature on delivery" was purchased on the item. I would completely understand their refusal to pay if this item was lost by being left at the doorstep somewhere, however it was lost in shipment, and never left ***'s hands. Me purchasing a signature required label would not have changed this outcome, and this is merely a way for them to not pay the claim to people who do not completely read the *** (which you are not forced to read before purchasing the policy). I feel their terms are written in poor faith, knowing that the vast majority of people are not going to read through all of them, and people will just believe that they are covered in exactly this situation. Beware, you are likely not covered.

  

  Business Response

  Date: 06/13/2024

  ******************************* - Thankyou for your complaint.

  You are presented with the coverage terms and conditions when insuring your shipments. The terms have a specific section with a larger bold font that indicates "Pay special attention to the following coverage exclusions and conditions:" One of which is "Jewelry (includes necklaces, earrings, watches, rings, bracelets, brooches, 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)."

  
  

• Initial Complaint

  Date:05/16/2024

  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.

  Insurance company is not willing to adhere to their insurance policies and is not honoring their contract.

  

  Business Response

  Date: 05/17/2024

  *********

  We are happy to look into this for you. Can you please provide a tracking number or claim number so we can research? We do not have filed under the details you provided the BBB:

  *******************************
  CO 80906
  Daytime Phone: ************
  E-mail: ***********************

• Initial Complaint

  Date:05/16/2024

  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.

  I bought insurance via shipsaver on Nov 25, 2023, for a shipment that *** lost. Upon contacting, I was asked to submit an invoice copy, *** loss report, **** customer's verification. *** took 45 days & gave the lost report. I gave it to ShipSaver on Jan 16. On Jan 17, they asked me to send images of the shipment, evidence of its ********** **** id proof. I sent every document they asked. They sought proof of the item's purchase on Jan 19. I gave it. They then asked that I give them a screenshot of all interactions that took place between me and the buyer. I sent that. They told me to ask my customer to file a police report. It was bad now. They asked my client to go to the trouble of filing a police report. I asked them as to why, given that *** admitted that they lost the package, they are still asking so many thing. **** said that before deciding to file a claim, they are free to ask any questions. Well, my customer submitted an online complaint to the local police. They denied it, asking that an in-person report was needed. I am not sure how the two reports would have differed. Well, my client filed it in person. Police took a month and found that the package had been lost. I gave the case report to *********. Then I was asked to show proof of my customer's address. I sent. Then they asked for my address proof, I gave a letter from my bank because I didn't have anything else. Then they asked for a copy of my bank statement. Even though it's a personal document, I sent it. Then they asked me to send a utility bill as address proof. I told them that the bank account was the only proof, but they kept asking for the utility bill. On Mar 22, they told that my insurance is expired. One after another, they just kept asking something just to deny the claim. It was $2000 package for which I took an insurance. I won't suggest anyone to use shipsaver. They are running a scam center and will find any reason to deny you a claim. Better to go with the carrier insurance.

  

  Business Response

  Date: 05/17/2024

  ************************* - Please contact our claims team if you have questions. We see that you insured 2 packages and filed lost claims for both. Please let our claims team know what claim you are referring to and they can assist.
  
  
  

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21667432
  
  I am rejecting this response because your claims team doesn't respond to the claim. This is my claim BAYSK-************ and check all the unanswered mails regarding the same claim. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/13/2024

  Please reach out to your claims representative and reference claim #BAYSK-************

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21667432
  
  I have responded you on the same mail trail. Awaiting a response

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/01/2024

  We reached out via email on 7/1/24 letting you know what was needed and have not heard back from you. We will follow up once again. Sent to ********************************