ComplaintsforShip Sticks

• Initial Complaint

  07/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I shipped a package through ship sticks. The package is lost, and ship sticks has no idea where it is.

  Customer response

  07/11/2022

   
  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

  05/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 2/10/2022 I contacted Ship Sticks to pick u my golf clubs at my home on 2/14/2022 to be delivered to the ********************** by 2/21/2022. I had a coupon from Dick's for payment for one way shipping and I also paid $98.96. Included in my payment was a $200 Shipment Protection Plan On 2/21/2022 my clubs did not arrive at my hotel. I contacted Ship Sticks and they said they would get the clubs to me the next day to the *********************** golf club where I had reservations to play The clubs did not arrive on 2/22/2022, so I had to rent clubs and purchase accessories (glove, *****, etc.) to play. I contacted Ship Sticks to let them know and that I wanted to invoke the $200 Shipment Protection plan to recover my out-of- pocket costs since my clubs didn't arrive on the due date On 2/28/2022 I filled out the claim form and sent in the receipts for the shipment protection plan A $200 check was issued on 3/21/2022. After depositing it into my bank account ***************************** it was returned due to insufficient funds on 4/19/2022 I immediately called Ship Sticks and was told a new check would be issued and they would reimbursement me for the bank charges for the returned check. I believe I spoke to ****** in support I called a 2nd time because I never received the check from Ship Sticks As of today, 5/23/2022 I have still not received the check from Ship Sticks. I need your help to get them to pay me the $200 Shipment Protection plus the bank charges they owe me

  

  Business response

  05/24/2022

  ********************,

  Good afternoon and thank you for contacting Ship Sticks through the Better Business Bureau. I attempted to reach you by phone, and also sent you a follow-up email. I sincerely apologize for the troubles you experienced with your shipment, and furthermore, the difficulties you have had being reimbursed for your rental expenses. I can confirm that a replacement check was mailed to you on May 18th, 2022 for the $200 Shipment Protection Plan Reimbursement. This was sent to your address in **********, **. I would anticipate the check should arrive any day now. If it has not arrived by the end of the week, please contact us by calling ************ or emailing ******************************************* Additionally, I would like to also assist with any bank charges you incurred due to the bounced check issue. I will need you to email me a photo or screenshot of those fees so I can reimburse them accordingly. Unfortunately, we had to update bank accounts around the same time your original check was mailed, which caused this initial issue. 

  If you can reply to the email I sent you just a short time ago, with an ideal contact time, then I will call you at your convenience, and ensure all is handled appropriately from this point forward. Again, sorry for the frustrations this has caused, and I do look forward to resolving this matter. Thank you for your time. 

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ship sticks doesnt stand by their policy of insurance.They bury different things on their websites. If you ship in your club glove last bag like I did, they wont pay for the damage to the bag. They destroyed the top of my bag and the zipper was completely torn off from there. Does it say they wont cover it on their page when you book? No, it is buried in a claims page. They dont even say to look at the claims page for what is covered and what isnt. The page you book says the coverages. It is deceptive. Im out $400 on my bag due to their lack of insuring that it arrives in good shape.Was shipped from ******* to my home and arrived at my house on 4/20/2022 and the pictures of the damage are attached.Tracking ID ************** I want a replacement for my bag due to their deceptive advertising and damage that cannot be fixed.

  

  Business response

  05/03/2022

  ********************,

  Good morning. We truly regret to hear your ClubGlove travel bag was received with damage to the zipper area. Please know this is not a common occurrence when using the Ship Sticks service. However upon review of your submission, we will not be able to move forward with the claim due to following reason(s):

  - Per our Terms of Use, under the paragraph Packaging, Locking, Insuring and Secure Delivery of Sporting Goods," wheels, straps, pockets, handles, or other items attached to the bag, and other protruding parts are not covered by the insurance.
   
  and
   
  - For items not shipped in a box, the outside casing is considered the shipping container and will not be insured. This means travel bags, cases and similar items shipped outside of a box are not covered by insurance due to reasonable expectation that outer packaging is subject to possible damage (this is also noted in the *** section of our website).
  
  In the event that there is a warranty from the manufacturer who will repair or replace the shipment due to damage, please let us know and we can provide a complimentary ground label to ship the travel bag to the necessary repair facility for repair/replacement. I highly recommend getting in contact with Club Glove as they have a strong warranty program for repair/replacements. If the manufacturer warranty is not available, and you can have the damage repaired at a local specialist we can offer reimbursement with the proper service invoice provided. If you are not able to have the item repaired, I can offer a coupon for a percentage off of a future shipment.
   
  Please let me know which of the above solutions you would wish to take, and I can move forward with the necessary action. Again, we do apologize again for any inconvenience that this may cause and thank you for your time.

• Initial Complaint

  04/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased made on 3/19/22 for delivery of my clubs to my vacation destination as well as return delivery to my home address. The clubs arrived late to the course and I was without my clubs for one of the days I was scheduled to play golf. The clubs were picked up on the course on 4/01/22 as planned. I tracked the delivery and had not seen any updates. Shipsticks contacted me on 4/7/22 indicating that they had lost my clubs and asked for a description of my case and items in the case. I provided this information via phone and email on 4/07/22. I was told that they would be in touch and provide updates. I have not heard from the company since. On 4/11/22 I received my clubs and the golf travel case was damaged tendering it unusable. Inside the case were my clubs, golf bag, three pairs of golf shoes and my rain jacket. Upon opening the case I found everything inside completely drenched with stinky, dirty liquid. It appeared as if the case had been submerged in water for a period of time. Everything from the hard shell carrying case to the clubs, bag, shoes and everything that was stored in the bad are rendered useless. I sent a email to ship sticks customer service on 4/11/22, 4/14, 4/15, and today 4/19. I have not had one response back. I elected to purchase damage insurance when I scheduled the delivery. I requested that my items be covered by the insurance that I paid for should such an event happen. Ship sticks, again has provided no communication or response. At a minimum, I expect to be acknowledged as a customer and treated professionally and with respect. This is completely unacceptable.

  

  Business response

  04/19/2022

  Hello Mr. *********
   
  Thank you for reaching out to our team. We left a voicemail and wanted to follow up by email to ensure you received our message. First, we would like to apologize that you were not able to get in touch with our team. We had an issue with the forwarding of your email to our claims team on our back end that resulted in your messages missing our inbox. Please know we have resolved this issue and it should not be a problem moving forward. Moving to the main issue at play here, we are so sorry for the damage to your travel bag and its inner contents. This is by no means how shipments typically deliver with our service. We can say we were very surprised at the condition in which you received youre equipment after viewing your photo and video submission. We would like to assist in filing a claim for the damaged items so we can work toward reimbursement for your damaged items.
   
  Please note that all damage claims and reimbursement must be filed through our insurance carrier. I have provided a link below that will take you to our online claims form, as well as what the claim form will ask for. Should you have any questions in regards to filing your claim online, please do not hesitate to reach back out to us and our team will be more than happy to assist you however we can.
   
  Claims Form & Instructions: https://www.shipsticks.com/claims 
   
  What is required:
   
  - Two (2) unique photos of the damaged items (if multiple damaged items, please provide at least two (2) unique photos of each damaged item)*
  - One (1) photo of the shipping label (attached to packaging if possible)
  - One (1) photo of the packaging (soft travel bag, hard case, or box) from top to bottom
  - Proof of value
   
  *If the claim is for missing items, please provide a stock photo of what is missing in place of what is damaged. 
   
  Please be advised that the claim must be submitted online so our insurance carrier receives the information. Please do not reply to this email with any documentation as it will not be received. We do thank you for your time, and look forward to assisting with this matter!

• Initial Complaint

  03/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Scheduled Ship Sticks to send my golf bag to Key Largo, Florida for a family vacation. I used my *** ******** *****r Tour bag that I have flown with MANY times, and packed the bag properly. I shipped the bag on 3/22/2022 and it made it to Ocean Reef Club on time VIA FedEx / Ship Sticks. When I picked the bag up, I found that one of the outer shoe pockets had been slashed open, totally ruining the bag. Upon further inspection, I also discovered that the stiff arm that I used to prevent damage to the clubs on the inside of the bag had been sheared and snapped. I requested reimbursement from shipsticks to replace both items, which was denied. They claimed that because I used a soft travel bag, it was reasonable for me to expect damage to said bag. The bag was clearly handled completely carelessly and well beyond what I would consider a reasonable amount of exterior damage to a package.

  

  Business response

  04/01/2022

  Mr. ******t,

  Thank you for your claims submission, and we do apologize for any damage that occurred to your shipment. However upon review of your submission, we will not be able to move forward with the claim due to following reason(s):

  - Per our Terms of Use, under the paragraph “Packaging, Locking, Insuring and Secure Delivery of Sporting Goods," wheels, straps, pockets, handles, or other items attached to the bag, and other protruding parts are not covered by the insurance.
   
  - For items not shipped in a box, the outside casing is considered the shipping container and will not be insured. This means travel bags, cases, and the similar shipped outside of a box are not covered by insurance due to reasonable expectation that outer packaging is subject to possible damage (this is also noted in our FAQ, with relevant section attached to this email). 
  
  In the event that there is a warranty from the manufacturer who will repair or replace the shipment due to damage, please let us know and we can provide a ground label to ship the travel bag to the necessary repair facility for repair/replacement. If you do not wish to utilize the manufacturer warranty, or it is not available, and you can have the damage repaired at a local specialist, we can offer reimbursement with the proper service invoice provided. If you are not able to have the item repaired, I can offer a coupon for a percentage off of a future shipment.
   
  In the event that, with the above knowledge, you still wish to file an insurance claim for the damaged bag, we can do so. If in reply to this email you request we move forward with filing a claim, you do so acknowledging that you wish to file a claim for the damaged item with the knowledge of the likely denial due the item not being covered for the above mentioned reasons. In the event of a denial, no reimbursement will be awarded and the claim will be considered resolved and closed. In the event that the claim is approved but for less than the requested amount, only the approved amount will be provided in reimbursement.
  

  Lastly, in regard to your Stiff Arm, please note that while the Stiff Arm is not covered by insurance, we are happy to send you a brand new replacement of the Stiff Arm. In order to replace the Stiff Arm we would just need you to confirm the mailing address for a larger physical package delivered by FedEx.

  Please let me know which of the above solutions you would wish to take, and I can move forward with the necessary action. I apologize again for any inconvenience that this may cause.
  

  

  Business response

  04/08/2022

  Mr. *******,

  Thank you for your reply. Again, we do apologize for the condition in which you received your travel bag upon delivery. We do see that your shipment was picked up and delivered on time as scheduled on both legs of your trip. In addition, despite the travel bag not being covered by insurance, we did offer to provide you with a complimentary stiff arm replacement, reimbursement of costs associated to repair the damage, and a generous discount toward your next booking. You respectfully declined all of these offers. When creating a Ship Sticks account you did agree to our terms of service. In our terms of service and on our "FAQ" page we address our responsibility in regard to damage to soft travel bags and hard travel cases when not packaged in a box. I have provided this information again below.

  - Per our Terms of Use, under the paragraph “Packaging, Locking, Insuring and Secure Delivery of Sporting Goods," wheels, straps, pockets, handles, or other items attached to the bag, and other protruding parts are not covered by the insurance.
   
  - For items not shipped in a box, the outside casing is considered the shipping container and will not be insured. This means travel bags, cases, and the similar shipped outside of a box are not covered by insurance due to reasonable expectation that outer packaging is subject to possible damage (this is also noted in our FAQ).
  
  In the event that there is a warranty from the manufacturer who will repair or replace the shipment due to damage, please let us know and we can provide a ground label to ship the travel bag to the necessary repair facility for repair/replacement. If you do not wish to utilize the manufacturer warranty, or it is not available, and you can have the damage repaired at a local specialist, we can offer reimbursement with the proper service invoice provided. If you are not able to have the item repaired, I can offer a coupon for a percentage off of a future shipment.
   
  In the event that, with the above knowledge, you still wish to file an insurance claim for the damaged bag, we can do so. If in reply to this email you request we move forward with filing a claim, you do so acknowledging that you wish to file a claim for the damaged item with the knowledge of the likely denial due the item not being covered for the above mentioned reasons. In the event of a denial, no reimbursement will be awarded and the claim will be considered resolved and closed. In the event that the claim is approved but for less than the requested amount, only the approved amount will be provided in reimbursement.
  

  Should you change your mind regarding our desire to assist, please contact us, so we may assist you accordingly. Thank you for your time. 

  Customer response

  04/08/2022

  
  Complaint: 16969446
  
  I am rejecting this response because:

  More of the same. I realize I'm SOL but please keep the review up. Scum company. 

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

• Initial Complaint

  12/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Shipsticks lost my golf clubs. After informing them of the issue -- and after a month or more of them "looking" for them -- they told me that they would not help reimburse me for the loss. They told me that I was limited to recovery under an insurance policy that I purchased when I signed up for the service. That amount was far less than the value of the items lost. Ship Sticks has refused to right the situation, instead offering me a 20% coupon on using their service again in the future. I have repeatedly asked them, as a business, to make me whole, because replacement of the items lost now will be approximately $4,000. They have refused, saying that the issue is mine to deal with. I have never experienced such a poor business model, and I would like them to reimburse me the remaining amount, or replace the custom golf clubs that they lost. They have one job. It's literally in their name -- to ship golf clubs. They failed in performing that service and refuse to make it right. I am hoping that BBB can assist me in order to avoid a lawsuit, which I do not wish to file but am prepared to do given the egregiousness of Ship Stick's conduct here.

  

  Business response

  01/07/2022

  Business Response /* (1000, 5, 2021/12/28) */ Mr. *****, Thank you for your review of your recent experience. Please know we sincerely regret your experience was less than desirable. When reviewing your order it does seem that your shipping label became detached from your shipment while in transit to the destination. Unfortunately, when a label becomes detached in transit, our team must start a formal investigation with our partnered carriers. This investigation process includes us gathering a detailed description of your shipment's contents. With the detailed description, we then contact all facilities your shipment traveled through and was scheduled to travel through while in transit, work with our designated carrier preferred teams, and communicate daily with the carrier's lost and found departments. We apologize that in your particular scenario our efforts to locate your shipment fell short. In the instance we cannot locate a shipment, then Ship Sticks will reimburse you for your shipping costs and send you a check for the amount of insurance you purchased when booking. In this instance you insured your shipment for $2,000, and we can see your insurance check was created, mailed, and delivered to your address on file. This is why it is important to select the proper insurance coverage when placing your order. This is similar to homeowners insurance, life insurance, medical insurance, etc. Ship Sticks offers insurance options from $1,000 all the way to $10,000 at a nominal fee. Please know a scenario such as this one is by no means typical, and if you would like to discuss this matter in greater detail we can be reached at XXX-XXX-XXXX. Thank you for your time and patience throughout this process. Consumer Response /* (3000, 7, 2021/12/30) */ The response is not acceptable and is the same cut-and-paste response they are using everywhere. Their business model is to not take any responsibility for their failed service under the guise of this "insurance policy" that customers can take out in the event their service fails. THEY should take out the insurance policy if their service is so prone to failure. Their response is unacceptable and anything short of reimbursement of the replacement costs of the product is more and more likely to lead to litigation. Thank you for your work on behalf of customers! Regards, **** Business Response /* (4000, 9, 2022/01/06) */ Mr. *****, Thank you for your reply. When setting up an order with Ship Sticks, you do agree to our terms and conditions. Additionally, when placing an order, you do select your insurance amount when booking. If you hover over the "?" next to the insurance amount section on the order form, you will see a disclaimer that states: "Insurance covers damage and/or total loss. We recommend selecting an insurance amount that matches the total replacement costs for the packaging and its contents" I have attached the above in a screenshot as well. In your instance, you chose to insure your contents for $2,000. Unfortunately, the shipping label became detached from your shipment in transit, and despite our efforts to locate the bag we were unsuccessful in locating the shipment. If we cannot locate the shipment, you are then eligible to receive a check for the insurance amount you chose when booking, along with a refund of the shipping cost associated with the delayed/lost leg. Ship Sticks did pay your insurance in the full amount of $2,000 and refunded you for this portion of your booking. We do apologize for any inconvenience this may have caused, however, we can assure you we did everything within our power to locate the bag and you were compensated fully as outlined in our terms of service. Consumer Response /* (4200, 11, 2022/01/07) */ The response is unsatisfactory. I would like the BBB to proceed further with the matter. ShipSticks poor business model speaks for itself because the customer allegedly can choose an arbitrary amount for "insurance", that then limits ShipSticks liability in the event the items are lost. What is the basis for that? There isn't one. I have provided them proof that the products are worth much more than that. Yet they still refuse to cover the costs of anything over the arbitrary "insurance" amount. I have never experienced a company taking so little responsibility for entirely failing to deliver the product or service that they provide. Indeed, in this case, it is literally in the name of their business. And they failed to provide that service. Unfortunately, I am now preparing a publicly filed lawsuit for unfair and deceptive business practices and negligence, among other things, unless this is resolved here. I thank the Better Business Bureau for it's service to the public. Kind regards, ****

• Initial Complaint

  10/30/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Appx 1045am on 10/25/21, I arrived at the Kiawah Isl Cougar Course for a 1220pm tee time. When I asked for my golf clubs that were shipped days prior by Ship Sticks they could not be found. Shortly thereafter, I realized I accidentally shipped my clubs to Kiawah Isl Cassique Club by mistake - a location 2.8 miles/8 minutes away. I called Ship Sticks from the clubhouse to report the error as a member of the Cougar pro shop call called Cassique. I was assured my clubs would be found quickly and then sent to me or I could get them myself. At 1156am, I called Ship Sticks to see if my clubs had been found yet. They had not. At 1220, I set off with my friends using borrowed clubs and balls. It wasn't until 1250pm that I got a message from ShipSticks saying my clubs had been found and that I should now retrieve them. No offer to bring my clubs to me, no apology for the lost clubs - I needed to get them now that they had been found almost 2 hours after my initial report. On Oct 27, I sent an email to ShipSticks to more formally notify them of my situation. On Oct 28, Brett N, ShipSticks Manager of Resorts Ops replied "...perhaps maybe could have been resolved quicker had you been there to help identify the bag as yours more quickly." Direct quote. Apparently, ShipSticks believes that the reason it took almost two hours to find my golf clubs was because I failed in my responsibility to locate them at the clubhouse despite their being in a box that arrived days prior with my name and address attached and my name on the golf bag. On Oct 28, I called the Cassique Club to see if my clubs were ready for shipment the next day. Again, my clubs were missing but later found after a half dozen phone due to their extraordinary kindness and no business relationship with me at all. In the end, I paid ShipSticks $229.96 to do nothing but lose my clubs and then blame me for not finding them sooner.

  

  Business response

  11/01/2021

  Business Response /* (1000, 5, 2021/11/01) */ Mr. ******, Good afternoon, and thank you for the review of your recent Ship Sticks shipment. As you mentioned in your review, your bag was successfully delivered to the Kiawah Island Cassique Course on October 22nd at 9:32 am. When you booked your order with us on October 20th, you booked the order to be shipped to the Cassique Course which is exactly what occurred. Then, on October 25th, you contacted us from the Kiawah Island Cougar Course stating you could not locate your shipment. At that point, our team reviewed your order and reiterated that the bag had been shipped to the Cassique Course based on your selection when booking. We did contact the Cassique Course as well to confirm delivery of the the shipment on your behalf. As soon as the Cassique Course confirmed possession of your bag, we did make you aware. Unfortunately, Ship Sticks does not have a representative on property at Kiawah Island so we did not have the ability to move the shipment from the one course to the other. We did contact you immediately to make you aware the bag was available at the Cassique Course for you to pickup. For your return shipment, your bag was successfully picked up from The Cassique Course on October 29th as scheduled and is currently in transit for an on-time delivery back to your residence. Upon final review, Ship Sticks completed your shipment exactly as contracted when your order was booked. Therefore, we are unable to offer any compensation toward this shipment. We apologize for any confusion you may have had with our online order form, and we would be happy to offer you a generous discount toward your next booking. If that is of interest to you, please contact us at XXX-XXX-XXXX and we will be happy to assist. I have attached a screenshot of your outbound shipment for the Better Business Bureau's viewing which confirms your shipment was delivered on time to the course you selected when booking. Thank you for your time. Consumer Response /* (3000, 7, 2021/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I regret ShipSticks continues to avoid and/or try to redirect the specific problem I experienced which was - when I attempted to retrieve my clubs from the destination they were delivered to it took almost two hours to find my clubs which was well after the time I needed them That's remarkable as they were in a shipping box with my name and address on it as well as having my name on the club bag. While I acknowledge Ship Sticks may not have ability to resolve that issue directly, their continued approach of "blame the customer" when errors occur seems to be engrained into their corporate culture. They certainly did not live up to their advertised promise of "Safe, convenient, and hassle-free travel. Guaranteed" in my case - at all. I certainly hope the BBB will consider my experience as well as the challenges others have faced when considering future BBB endorsements of ShipSticks. Business Response /* (4000, 9, 2021/11/03) */ Mr. ******, Thank you for your reply. As outlined in our original reply, when you placed your order on October 20th, you scheduled your shipment to be delivered to the Kiawah Island Cassique Course on October 22nd (shipment confirmation attached in the original reply for BBB view). Your shipment was successfully delivered on October 22nd at 9:32 am. Therefore, the delivery was carried out by Ship Sticks exactly as contracted. You contacted our office on October 25th, stating you were at the Cougar Course and could not locate your bag. We advised you the bag was delivered to the Cassique Course (as you scheduled when booking). We worked as quickly as we could with the Kiawah Island team in an effort to have your bag moved from one course to the other. Unfortunately, at that point, we could only relay the information to you regarding retrieving your bag quickly as the information was relayed to us by the Kiawah resort staff. Your return shipment was picked up on October 29th as scheduled and delivered back to your residence on November 2nd. This was (2) days ahead of schedule as your original delivery commit date was November 4th. As you can see per our response, Ship Sticks carried out the service you purchased exactly as you outlined when booking. Your shipment did arrive safely, on-time, as guaranteed. We apologize if our ability to work with Kiawah directly to locate your shipment at the resort was not completed as timely as you desired, however, this portion of the process would have been avoided had you scheduled to ship your bag to the proper location when the order was booked. If you wish to discuss this further, then we can be contacted at XXX-XXX-XXXX. Due to your confusion, we would be happy to offer you a discounted rate toward your next booking, however, we will not be able to offer any compensation toward this shipment as it was completed exactly as outlined in your purchase and order confirmation. Thank you for your time.

• Initial Complaint

  09/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I employed ship sticks to ship my clubs to Ireland for a week long golf trip. The clubs arrived 5 days after they were scheduled, resulting in my incurring significant expenses for club rentals, shoes, rain clothing, etc. I contacted them upon my return to ask about how to handle getting reimbursed, and was told by their international supervisor that he would work with me. i sent them an e mail explaining the situation, and called several times to follow up and have received no response whatsoever. Each time I have called I have been told that the international supervisor is "on another call." I attached a copy of the e-mail I sent to this complaint file. I have receipts available to support all of my expenses and can provide them as needed. My e-mail specifically stated that I understood that we would have to discuss the expense to see if we could figure out a solution.

  

  Business response

  09/24/2021

  Business Response /* (1000, 5, 2021/09/16) */ Mr. *****, Thank you for the review of your recent Ship Sticks experience. We agree that this particular instance was far from desirable. I can confirm that our international team did everything within our power to expedite the delivery of your shipment. Unfortunately, the shipment was delayed due to a customs hold. Customs is a government entity and when customs holds a shipment our team is limited in our ability to assist. I can confirm that our team submitted all required information to customs once the shipment was collected which is standard customs protocol. Unfortunately, it seems the customs office in Ireland did not process the shipment in their normal time frame, and for that, we do apologize. A member of our international team did attempt to contact you by phone on August 30th, however, we were unsuccessful in reaching you. We will make another outreach today by email to arrange a phone call. Typically, per our terms and conditions for a customs delay, we do not offer a refund of the shipping cost or our $200 Shipment Protection Plan. Due to the extent of this particular customs delay, we will be happy to make an exception. Your shipment was successfully refunded on August 2nd for the entire cost of the delayed shipment ($254.97). A member of our team will be happy to also discuss the maximum reimbursement of up to $200 for rental expenses incurred because of this delay. We look forward to speaking with you and to being of further assistance! Consumer Response /* (3000, 7, 2021/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) as I explained, while the clubs were released from customs after a 4 day period, they were released on Thursday morning. I arrived in Dublin on friday and did not need the clubs until Saturday. I offered to go get the clubs from fedex in Dublin, but by the time the ship sticks people responded it was too late for the weekend. for them to attribute the delay to a customs delay is disingenuous at best, and basically dishonest. as I also let them know, the fedex people were clear that if ship sticks had connected with the proper people at fedex on Thursday the problem would have been entirely avoided. my expenses far outweigh the reimbursement they have offered. Business Response /* (4000, 9, 2021/09/21) */ Mr. *****, Thank you for your reply. We do regret any inconvenience that was caused by the delivery delay in Ireland. However, it does seem the information that FedEx provided to you was not accurate. Our international team was in touch with FedEx Ireland daily from July 25th onward once your shipment arrived in Irish customs. Unfortunately, despite our team providing Irish customs all necessary documentation there was a processing delay in customs and this led to the delivery of your shipment being delayed. We can assure you this is not a typical occurrence and because of the delay, we did refund you your outbound shipping cost and provided you our $200 Shipment Protection Plan to assist with rental expenses and other golf-related purchases you incurred because of the delay. We also reached out to the first golf club you were playing to ensure rentals were ready for you and set aside upon your arrival. Along with the above, we also paid a third party courier to pickup and deliver your shipment as early as possible on August 3rd, and refunded your return shipping costs. All of this is not standard protocol for a customs delay, however, as an act of good faith we did make an exception to our standard protocols. We do apologize this shipment did not meet your expectations but can promise you we worked diligently to minimize the extent and effects of this delay. Consumer Response /* (4200, 11, 2021/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have provided a detailed timeline of what happened. The company representative I worked with told me on July 29 that the clubs had been released from Irish customs that morning. The clubs were due to be delivered the following day, friday July 30. Therefor the company is blaming a 36 hour delay in getting the clubs out of the Dublin warehouse on customs. they can verify that their representative told me this because they record all of their calls. we also can contact the Fedex people who can verify that they told me the problem could have been avoided if ship sticks has spoken to the correct fedex representative on Thursday. I am in the process of contacting the fedex team responsible for managing their relationship with ship sticks, who hopefully will be able to help get this sorted out.

*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. ↩