ComplaintsforShip Sticks

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I used Shipsticks to deliver my golf clubs, an purchased their insurance. Upon arrival, one of my clubs was completely broken in half. I submitted a claim to replace the club, which cost me $199 when I purchased it, however Ship Sticks says they will only cover 50% of the cost because that is it's "estimated market value." I provided proof of purchase/cost of the club, yet they are still refusing to cover this. Shipsticks is trying to undercut me on the value of a replacement club, when the damage to the initial property is their fault. I'm requesting the full $199 be reimbursed to me for a replacement club, as that is the current price for the club.

  

  Business response

  03/27/2024

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

  Good morning and thank you for reaching out to Ship Sticks through the Better Business Bureau. I do see you have been communicating with our claims team regarding this damage. First and foremost, we do apologize your shipment was received with damage to the shaft of your 3-wood. We can assure you damage when shipping with Ship Sticks is rare, however, this is why Ship Sticks does offer insurance options when booking and provides complimentary insurance of $1,000 on every golf bag shipment. 

  If damage does occur, we must follow the guidelines of the insurance process. When the shaft of a club is damaged, there are (2) options when filing an insurance claim. The first option is you can have the shaft of the club replaced at any local golf repair shop. When replacing the shaft Ship Sticks insurance would cover the cost of the same shaft or a comparable shaft if the original shaft is not available, along with any regripping cost and labor cost for the club repair shop to conduct the repair. 

  If you choose not to repair the shaft of the club, and would prefer to replace the club as whole, then the insurance would cover the "Current Used Market Value" of the same make/model of the club that was damaged. In this instance, the club that was damaged was a TaylorMade M4 3-Wood. Our team has performed an extensive search, and the highest "Current Used Market Value" we were able to locate is $130.99 (attached). We sent you an email yesterday advising of this, and are waiting your reply. Please continue to communicate with our claims team regarding if you accept the $130.99 "Used Market Value" offer or if you would instead like to have the club re-shafted. If you choose to re-shaft the club with the same shaft or a comparable shaft if the original shaft is not available, then we will need a repair invoice from your local golf repair shop in order to re-file the claim accordingly. Additionally, if you are able to submit a "Current Used Market Value" proof of value higher than the $130.99 we are offering, then we would be happy to submit that to the insurance provider.

  Lastly, we have also refunded your original payment method the amount of $92.97 for the inconvenience you experienced regarding this shipment. That refund will post on your credit card within the next 3-5 business days. We look forward to your reply, and resolving this matter. Thank you for your time. 

  Customer response

  03/27/2024

   
  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

  02/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I contracted with this company in January 12, 2024 to pick up my golf clubs and transport them to **********, ********** to arrive by January 17. As of February 28, 2024, they are lost. The value of the clubs and contents is $4300. Their insurance is only for $2000. I request payment of $2300 so I can buy replacements for all that they lost.

  

  Business response

  02/29/2024

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

  Good morning, and thank you for reaching out regarding your recent shipment from ********, IN to **********, **. First and foremost, we do apologize for any inconvenience that has been caused by your shipment going missing in transit. A situation like this one is by no means typical, but unfortunately, can happen if a label becomes detached in transit. Typically, when this occurs, our "Investigations Team" has a great track record of locating the shipment within the carrier network based on the description provided by the client. However, if the investigations team is unable to locate the shipment within the carrier network, then an insurance claim is filed, and once approved, the insurance claim is paid out to the client.

  When you booked this order on January 10th, 2024, you did have the option to select an insurance amount for your equipment. This is a required step in the booking process. On the booking form there is even a callout regarding what the insurance is for which 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". In your scenario, you chose to keep this amount at $2,000.00. Therefore, if your shipment does experience total loss, the maximum amount you are eligible to receive through shipment insurance would be $2,000.00. I have attached this callout and a screenshot of your booking details to confirm this information. Additionally, this is all listed in our terms of service that you agreed to in 2023 when booking your first Ship Sticks order. As indicated in your BBB post, and through our communications with you, your insurance claim was approved for the $2,000.00 amount and your insurance check will be mailed out within the next 5-7 business days.

  Again, we do apologize for any inconvenience caused by this matter, but would like to reiterate this is why it is important to select the proper insurance amount when booking. Ship Sticks offers insurance amounts up to $7,500.00 per shipment. Thank you for your time. 

  Customer response

  03/01/2024

   
  Complaint: 21360190
  
  I am rejecting this response because SHIPSTICKS is well aware that the value of any golf equipment it takes responsibily of is greater than the $2000 they set as the standard/default insured value, so this is irresponsible to set this value.  I didn't select $2000, they did.  The possibility of their mishandling, or stealing or losing equipment doesn't enter into the realm of possibility.  Why would it?  ***************** should have set the default insurance at a reasonable rate, perhaps $5000, not $2000.  In addition, their irresponsibilty ruined my 30 day vacation.  This alone deserves compensation as well which I've not requested.  All in all, I question the honesty and accuracy of their statements regarding the investigation into the missing equipment.  The volume of equipment they ship is not of the magnitude that one lost piece equipment can't be found if a serious thorough effort is undertaken.  Was it really?  I provided picture.  I put an extra identifying label inside the package. Had a serious invetigation occured, the package would have been found.  And, no, the inadequate check for $2000 has not been received.  They owe me for the replacement of my equipement.  I have provided them an itemized list.  That's the check I'm expecting.  ***************** doesn't deserve to be in business.  
  
  Sincerely,
  
  *********************

  

  Business response

  03/04/2024

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

  Good morning and thank you for your additional comments. As mentioned in our original reply, the $2,000 insurance suggestion on the "Ship Page" is simply a suggestion. When booking an order, the client has the ability to change this amount as low as $1,000 or as high as $7,500 (screenshot attached). If you chose not to adjust the insurance amount, we do regret the inconvenience that has caused you, however, our team has adequately approved your claim for the full insured value you selected when booking. Had a higher insurance amount been selected when booking, then a higher insurance payout would have been reviewed for approval. Your claims check was mailed from our office on Friday, March 1st, and should be arriving to you within the next 5-7 business days. 

  Regarding the investigation, we can assure you our team worked diligently with the carrier in an attempt to locate your equipment. Typically, we have a high success rate in locating a shipment when a shipping label becomes detached in transit. However, when completing the investigation we are working with our partnered carrier ***** who employs over ******* people across more than ***** facilities and moves approximately 14.5 million packages per day (per their analysis in November of 2023). Therefore, we are somewhat reliant in the carrier locating the missing shipment within their network based on the information you provide to us, which in turn, is provided directly to the carrier and our carrier contacts.

  We do sincerely apologize for the outcome of your experience, but we have worked within our guidelines of compensation outlined in our terms of service. We appreciate your time throughout this matter. 

  Customer response

  03/06/2024

   
  Complaint: 21360190
  
  I am rejecting this response because: 

  1. You are irresponsible for allowing any selection of insurance less than $4000.  Anyone who would ship their clubs would need $4000 at a minimum to replace their clubs.  You're acting in bad faith.

  2. I want to see proof that you investigated and sought help finding the equipment.  I don't believe any action was taken, or the equipment would have been found.  How may lost packages can there be???  Mine had a neon blue belt around it which would have made it highly visible. 

  3. I expect $3000 compensation for ruining my 30 day vacation...that's $100/day. 

  No, I haven't received your check...maybe it's lost in the mail...like my clubs were. 

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

  

  Business response

  03/07/2024

  Good morning,

  Yes, we are able to provide clarification on the questions asked. I have outlined both questions below. Please let me know if there is any additional information we can provide in order to close this case.

  When is the consumer expected to receive refund?

  **************** was charged $195.92 for the Ship Sticks service when he booked his order on January 10th, 2024. **************** was refunded his outbound purchase amount of $92.97 on January 30th, 2024. **************** was refunded his return purchase amount of $102.95 on February 14th, 2024 which was the date the outbound shipment was deemed lost and a claim for insurance was filed. All receipts are attached. Additionally, ******************** insurance check (check number *****) was approved for $2,000.00 and mailed from our office on Tuesday, March 6th, to the address **************** provided during the claims process. 

  Do you have any proof of investigation?

   January 18th, 2024 (Scheduled Delivery Date): Our team noticed ******************** shipment was not "Out For Delivery" as scheduled. We made outreach to **************** to advise of the issue and gather a detailed description of his contents

  January 18th, 2024: **************** provided a detailed description of his shipment, and our search was initiated

  January 18th, 2024: Investigations Manager ********************* contacted Sr. ********** Administrator at ***** to gather trailer details. Trailer was confirmed unloaded at STRS-944 but no additional scans on this shipment. Station STRS-944 did not have any golf bags currently documented in their OverGoods or Lost and Found area

  January 18th, 2024: ***** Sr. ********** Administrator emailed STRS-944 with photo of hard case from January 12th, advising trailer was unloaded on January 16th, but bag had stopped scanning. Asked if they could recheck Overgoods (Lost and Found) area. Station STRS replied back confirming unloading of the trailer, but no golf bags in their Overgoods/lost and found area.

  January 22nd, 2024: Investigations Manager ********************* contacted Senior ********** Admin/Hub Loss Advocate with detailed description asking if ***** National Lost and Found had any similar descriptions documented

  January 22nd, 2024: Senior ********** Admin/Hub Loss Advocate at ***** replied back stating no matches at this time

  January 22nd - February 9th: Regular check-ins with Senior ********** Admin/Hub Loss Advocate at ***** with no results returning

  January 26th: Investigations Manager ********************* contacted National Lost and Found ***** Package Recovery Rep asking for any potential matches/results

  February 1st: ***** Package Recovery Rep replied back advising no hub matches or national lost and found matches

  February 9th, 2024: Investigations Manager ********************* contacted Senior Ops Missing Packages Admin as a last effort to see if any results in National Lost and Found

  February 9th, 2024: Senior Ops Missing Packages Admin replied back stating unfortunately, still no matches

  February 9th, 2024: Shipment still had not turned up, and claim as filed

  February 27th, 2024: Claim Approved

  March 6th, 2024: Claims Check Mailed to Customer

  As mentioned, if any additional information is needed, please let me know. To add, our internal investigations team was communicating with **************** regularly from when the claim initiated on January 18th through the claim being approved on February 27th. Thank you for your time, and we look forward to resolving this matter. 

  Customer response

  03/07/2024

   
  Complaint: 21360190
  
  I am rejecting this response because:

  1. I am not satisfied with their efforts to locate my clubs.  Do they have so many lost shipments that results *** follow-up and gaps in follow-up. Where are the clubs?  Stolen? or sitting at ****** yet to be discovered.  What will ***** do if the clubs are discovered?  My contact information is inside the package.   What steps has ***** taken to locate the clubs?  The information provided in Sticks response doesn't provide convincing detail.

  2. Nor did they respond to my request for a ruined vacation. I'm expecting $3000 which is $100 per day. 

  3. Nor did they respond to justify their irresponsible website that sets their standard insurance at $2000 for equipment; this is inadequate since no set of golf clubs Sticks ship would be fully covered by $2000.  None.  Had they set the standard value at $4000 or $5000, I would have paid it.  Why is it set at $2000?  Irresponsible.

  Clearly customer satisfaction is not an objective of this poorly run mom & pop website!
  
  Sincerely,
  
  *********************

  

  Business response

  03/13/2024

  Good morning,

  Thank you for your most recent reply. Below we are addressing each of your questions/statements accordingly. 

  1. We regret we were unable to locate your shipment after an extensive search within the carrier facilities your shipment traveled through, was scheduled to travel through, and ***** National Overgoods (Lost and Found). The amount of Ship Sticks shipments that end up going through the investigation process without being located is extremely minimal. If this was a normal occurrence Ship Sticks would not have the excellent reputation it has in the golf community since it's inception in 2011. We have over ***** partnerships with golf clubs, golf resorts, and travel agencies. We also hold a 4.7 out of 5 star ranking on Trustpilot.com that includes over ****** customer reviews (link here). To make an assumption on what happened to the shipment would be rash. Ultimately, it is most likely that your shipment is still somewhere within the ***** network, however, any number of outcomes are possible. The most realistic scenarios would be the shipment has yet to be documented by ***** National Lost and Found, or was mis-documented by ***** National Lost and Found which has led to our search coming up without any positive results. Any shipment that is located in a ***** facility without a label will be forwarded to (1) of their National Lost and Found warehouses where it is documented in their database for recovery. We continue to check the National Lost and Found databases with ***** multiple times per week, and unfortunately, at this time no descriptions matching your shipment description have been documented

  2. Per our terms of service, Ship Sticks does not provide compensation toward vacation reimbursement, nor does Ship Sticks offer travel insurance. Ship Sticks does offer a refund on delayed shipments (which has been provided on your order), our $200 Shipment Protection Plan for rental equipment and golf-related expenses (which was emailed to you on January 18th, 2024), and shipment insurance toward damage or loss of shipped equipment (which your claim was approved for the full insured value you selected ($2,000) and your claims check was mailed from our office to your attention on March 6th).

  3. Ship Sticks setting their standard insurance for $2,000 is our company standard policy. However, this amount can be adjusted as low as $1,000 and as high as $7,500 during the booking process. The insurance section of the booking form is directly included with other pertinent shipping information such as Customer Name, Customer Email Address, Customer Phone Number, Bag Size, and Packaging Type. All of these listed fields are required fields that you input when booking. If you overlooked the insurance section, that is included in this pertinent information section of the booking page, we apologize. However, selecting insurance for your shipment was offered to you, and was not adjusted by you when booking. Your quote stating "no set of golf clubs Sticks ship would be fully covered by $2000" is not accurate. Many customers actually select lower insurance values and depending on brand, make, model, and year of release on the equipment Ship Stick's ships packages of a wide-range of values.

  As mentioned numerous times throughout this complaint, we do apologize for any inconvenience you experienced due to the outcome of this investigation. However, the facts of the matter are, when this order was booked, you selected $2,000 of insurance toward damage or loss. Unfortunately, your shipping label became detached in transit, and your shipment was not located. Ship Sticks filed your claim for the amount you selected when booking while performing an extensive search for your equipment. Your equipment was not located, and your claim was approved for the $2,000 you selected when booking, which in turn fulfills Ship Stick's reimbursement obligation per our terms of service.

  We can assure you this is not the outcome we desire, nor are we pleased with our inability to locate your equipment. Our goal is to delivery every shipment on-time, without damage, as scheduled. However, Ship Sticks does have a detailed process when things do not go as planned, and all details of that process were followed in regard to your experience. We thank you for your time throughout this process, and apologize we were unable to yield better results on your behalf.

  Customer response

  03/14/2024

   
  Complaint: 21360190
  

  Thank you for highlighting TRUSTPILOT.  I have posted my review negative there.

  Yelp also has many many negative reviews.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used Ship Sticks and had my clubs delivered to a ************ store in ********** **. with gauranteed delivery on Friday 2/16/24. ***** tried to deliver my clubs at 7:14 pm on Friday but the ***** store had closed 15 minutes earlier at 7pm. *****'s website said that the clubs were returned to the ************ station and delivery was rescheduled for Monday 2/16. We had tee times over the weekend. I tried calling Ship Sticks Friday night with no luck. I arrived in ***** Saturday and tried to call Ship Sticks twice but was put on hold for a lengthy time period both times. I had an Apple AirTag on my bag and tracked my bag to the *********** facility. ***** in *********** said that my bag was locked in a trailer and they could not open it. I finally got in touch with Ship Sticks who promised to call ***** and then call me back. They never called back. First thing Sunday morning I called Ship Sticks again and again was promised a call back. Again no call back so I called them. They told me they had no luck with ***** and that my issue was being forwarded to their account representatives who would call me at 8:00 am Monday morning. Monday morning the ***** tracking site showed my clubs as "out for delivery" but my AirTag still showed them at the ************ ***** station. No call from Ship Sticks so at 9:00 am I called them an demanded they return my clubs (now three days late). She called ***** who was insisting my clubs were out for delivery but after informing them my AirTag said otherwise they found my clubs in their building. I drove to *********** and picked them up. I wasnt offered the $200 protection until Monday morning which was way late. Ship Sticks did not meet their gaurantee promise. Their support people do not follow up and return calls. They have nothing set up with ***** to recover clubs over weekends. My golf trip was ruined. This was a total breakdown of their service. I have emailed and requested a refund but no response. I should be reimbursed for my shipping fees.

  

  Business response

  02/22/2024

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

  Good morning and thank you for taking the time to review your recent Ship Sticks shipment. After further review of your complaint, I can assure you the level of service you received did not live up to the Ship Sticks standards, nor reflects a typical experience. I apologize for your less than desirable experience, and a member of our supervisor team will be contacting you shortly to further discuss this matter and what we can do to assist. I appreciate you bringing this to our attention, and we look forward to speaking with you and adequately resolving the matter.

  Thank you for your time and understanding. 

• Initial Complaint

  12/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I used Ship Sticks to ship my golf clubs from ************, ** to Pebble Beach with a guaranteed delivery date by Monday, Dec 4, 2023. I was scheduled to golf at Pebble Beach from Tuesday, Dec 5 thru Thursday, Dec 7. Unfortunately my clubs did not arrive at Pebble Beach till the afternoon of Dec 7 after I had finished all my rounds using rented clubs. I had called Ship Sticks multiple times to find out when my clubs will arrive but I could not get them to give me a proper answer. They kept telling me they are investigating and will get back to me but I never GOT A SINGLE PHONE CALL FROM SHIP STICKS providing me the status of my shipment. As any golfer knows, playing at Pebble Beach is very special and thanks to Ship Sticks they ruined it for me because in spite of the guaranteed delivery the clubs were not delivered on time. Under the circumstances, Ship Sticks says they will compensate me $200 for club rental which is not only inadequate but insulting as well based on what they put me through. My total expense for renting golf clubs for 3 rounds at Pebble Beach is $373.73 ($123.91 per round). Total greens fees for 3 rounds at Pebble Beach is $1425. I am asking Ship Sticks to compensate me 50% of my expenses which is apprx $900.00

  

  Business response

  12/14/2023

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

  Good afternoon and thank you for reviewing your recent shipment with Ship Sticks. First and foremost, we sincerely apologize for any inconvenience caused by the delayed delivery of your shipment to Pebble Beach. As a company comprised of golfers, we do understand your frustration with this delay. Delays such as this one are by no means common, and we can assure you our team was working diligently with our partnered carrier ***** to limit the extent of the delay. Being this delay was going to affect your golf plans, our team did speak with you on December 4th and extended our $200 Shipment Protection Policy and a refund of your outbound shipping costs ($84.98). While we understand playing with rental clubs may not be ideal, this policy is unique to the Ship Sticks service and designed to assist in alleviating some, if not all, of the out of pocket expenses a customer may incur due to a delayed delivery. The Shipment Protection Policy which you were emailed on December 4th is fully outlined below, along with what items are eligible for reimbursement. Given the extent of your delay, and unique nature of this scenario, our team is going to make an exception to our $200 maximum reimbursement offer. Based on the receipts you submitted to our team on December 10th, we will be reimbursing you for the full expense of your qualifying covered items which totals $371.73. We will not be able to reimburse you the greens fees associated with playing golf at Pebble Beach, as this is a fee you would have been subject to at the resort even had your shipment not been delayed. 

  A member of our supervisor team was in touch today to discuss the additional compensation, and will be following up with you tomorrow to finalize the reimbursement process. At that time, we will be happy to discuss and answer any additional questions you may have. Thank you for your time.

  Shipment Protection Plan:

  "Included with your order at the time of purchase, is up to $200.00 in Shipment Protection coverage. Please be assured that this coverage is only extended after our team has exhausted all available options to expedite delivery before your first round of golf. While we understand that this plan may not cover all of your expenses, we hope this coverage will alleviate some of your out-of-pocket costs until our team can get your clubs delivered. Detailed below is a list of covered expenses, as well as the Shipment Protection Terms. Please be sure to read the Shipment Protection Terms thoroughly to ensure a successful submission.
   
  Shipment Protection **************************************** Rentals
  Golf ***** (up to one (1) dozen)
  Golf Shoes
  Glove(s) ***** two (2) gloves)
  Tees
   
  You can submit your claim HERE, or by going to www.shipsticks.com/claims.
   
  Shipment Protection Terms:
   
  Covered expenses include Club Rentals, *****, Golf Shoes, Gloves, and Tees. Items such as golf ***** and gloves may be limited in quantity based on the nature of the delay. Clothing expenses will be covered for Luggage orders only. Shipment Protection coverage is offered in the form of a reimbursement check that will be mailed to your attention upon approval of submitted expenses. Any 3rd party fees incurred at the expense of Global Sticks Express, LLC used to expedite delivery will be deducted from the final reimbursement amount. If a package is delayed due to excessive size or weight, any additional charges incurred by Global Sticks, LLC may also be deducted from the final reimbursement amount. Submission requires itemized receipts detailing the purchase of the above-covered items for proper reimbursement. 
   
  We kindly ask that you submit your Shipment Protection claim through our Claims Page within 14 business days of the originally scheduled delivery date. Itemized receipts for rental clubs and the above-covered items purchased will be required for reimbursement. Credit card statements, final sales chits, or other non-itemized proof of purchase invoices are not acceptable documentation for reimbursement and may result in a denial of claim. Proof of golf in the form of a receipt must also be provided if any items were purchased at a retail location. Purchase of new golf clubs, greens fees, cart fees, etc. are not covered expenses. Online purchases of the above-listed items that are delivered after the delayed shipment arrives, are not covered. Purchase of the above-listed items after the delayed shipment is delivered is not covered. Reimbursement may take up to 30 business days to receive. Global Sticks Express, LLC reserves the right to determine qualified expenses and the final reimbursement amount. Maximum reimbursement will not exceed $200.00 per delayed package."

   

• Initial Complaint

  10/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Lost my golf bag.

  

  Business response

  10/24/2023

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

  Good morning and thank you for taking the time to review your recent Ship Sticks experience. We sincerely apologize for any inconvenience caused by the delay of your delivery to ************************ in **********, **. As you know, our team has been working diligently on correcting this matter. It seems the shipping label for your shipment became detached in transit during your outbound shipment. Fortunately, we were able to locate the golf bag in the *******, ** ***** facility on October 20th, (2) days after the scheduled delivery date of October 18th. At that time, we communicated with ***** the importance of the shipment arriving on Saturday, October 21st. However, the carrier was unable to complete this request. Therefore, as of yesterday, October 23rd, we requested the ****************, ** ***** facility to return the shipment to your home in **************, **. As of this morning, October 24th, the shipment has arrived in *******, ** and should be delivered to your residence later today.

  Due to the troubles with this delivery, we did refund your single round-trip shipment in full to the payment method that was used when booking. Additionally, we have offered you our $200 Shipment Protection Plan to assist with the reimbursement of rental clubs, golf *****, gloves, shoes, etc. We are still awaiting your receipt submission for review so we can finalize the Shipment Protection Plan reimbursement process.

  We can assure you situations such as this one are by no means typical, and we do take these matters seriously. If you have any additional questions at this time we can be reached at ************ or by replying to the current email chain you have with our support team. Thank you for your patience, and we look forward to resolving this matter. 

  Customer response

  10/26/2023

   
  Complaint: 20769394
  
  I am rejecting this response because:

  $200 reimbursement is not enough to cover my expenses for a 3 day golf trip. I needed golf shoes, golf glove, golf  balls, 3 day club rentals, and a rain jacket (rained one day and rain jacket in my golf bag). Golf shoes cost $200 to start. The $200 limit is ridiculous. 

  Total expenses of $613 which I submitted online. I expect full reimbursement. The entire golf trip depended on ship sticks performing and delivering golf clubs. They failed and were unable to get clubs to me over multiple days 

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

  

  Business response

  10/27/2023

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

  Good afternoon and thank you for your follow up. Again, we do sincerely apologize for any inconvenience that was caused by this matter. I can assure you we take situations such as this one seriously and will be reviewing your Shipment Protection Claim accordingly. While we understand in some instances the $200 reimbursement limit *** not cover all expenses, this is a program unique to Ship Sticks and designed to alleviate some if not all additional costs a customer *** incur due to a delayed shipment or incomplete delivery. Once your claim has been reviewed, our team will email you accordingly regarding our decision. Along with the Shipment Protection Plan that has been offered to you, we also refunded the full shipping cost of your outbound and return shipment. This refund totaled $243.96 and was applied to the payment method which was used during the original booking.

  If you have any additional questions at this time, please contact us via phone at ************ or by emailing ******************************************* We appreciate your patience while we review your submission and work toward a resolution.

  Thank you for your time. 

  Customer response

  11/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I do NOT think $200 is reasonable reimbursement but understand that is what you have listed on the website.

  My group of 8 guys spent $2000 to ship our golf clubs for this 3 day trip. My lost clubs made the entire group upset. You did save $400 by not reimbursing me in full. But, long term, this decision will end up as a loss for your company. None of us, nor our friends, will ever use your service again. What do you offer - other than a mere $200 - over shipping directly with ****** If you cant step up with real coverage in this scenario, then what is your service? 
  

   

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

• Initial Complaint

  07/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Shipsticks lost my golf clubs. Its been two weeks. I dont have my clubs they are no help.

  

  Business response

  07/31/2023

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

  Good afternoon, and thank you for reaching out through the Better Business Bureau. First and foremost, we do sincerely apologize for any inconvenience being caused by this matter. As a company of golfers, we take scenarios like this one very seriously. It seems your shipping label may have become detached from your shipment in transit which has lead to us conducting a full investigation for your bag. As mentioned in our communications with you, situations like this are not typical, but we do have a policy in place when a shipment is not received. This process includes our internal teams communicating with our ***** counterparts daily, based on the description you provided our team on July 25th. With this description, we reach out to the facilities that your bag was deemed to travel through, and also provide the description to ***** National Lost and Found team to conduct daily searches of their Overgoods (lost and found) storage areas. The description is also sent to facilities that your bag was scheduled to travel through as it continued its transit to the destination. Essentially, we are searching all possible locations for your equipment. While this type of scenario is not typical, we do have a good track record in locating shipments when a label becomes detached in transit. If your shipment is not located within (10) business days of the initial search, then we will move forward with filing an insurance claim while we still work on locating your bag. 

  Our top priority is to locate your equipment and return it to you as expediently as possible. We have refunded your full shipping costs to your original payment method (please know it may take 3-5 business days for all funds to reflect as credited in your account). We will be sure to actively communicate with you as we make progress on locating your shipment, and hope to have a resolution soon. If you have any additional questions, we can be contacted by emailing ****************************************** or calling ************.  

  Thank you for your time and patience while we work toward a resolution.

• Initial Complaint

  06/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am writing to lodge a formal complaint against the company ShipSticks due to repeated service failures and unsatisfactory customer service experiences.The first instance involved a missed pickup entirely on ShipSticks' part, causing significant inconvenience. My clubs were ready for pickup, but no one showed up to collect them. In a separate incident, there was confusion around the pickup date due to unclear guidelines and communication from the company. This lack of clear instruction led to a delay in shipment, further exacerbating the inconvenience.Interactions with ShipSticks' customer service team were equally frustrating. I spent considerable time on the phone trying to rectify these issues, and the attitude of their representatives was less than professional. I was given incorrect information and promises of resolution were continually postponed due to internal reasons, which only added to my frustration.After detailing these issues to the company, their response was to offer a mere 30% discount on future services. This offer does not commensurate with the level of inconvenience caused and the time I have spent trying to resolve these matters.Overall, my experiences with ShipSticks highlight poor customer service procedures, ineffective communication, and unscalable processes - standards far below what one would expect from a premium service like ShipSticks.I trust that the BBB will take this complaint into consideration. It is important for potential customers to be aware of these issues in order to make informed decisions about using ShipSticks' services.

  

  Business response

  06/16/2023

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

  Good morning, and thank you for reaching out regarding your recent round trip shipment from ************************** to ********************. When reviewing your shipment, we do see your outbound shipment was scheduled to be collected from ************************** on Tuesday, June 6th via 3-Day Express delivery service for delivery to Portage *********** on Friday, June 9th. On the evening of June 6th, you contacted our team stating your shipment had not been collected. At that time, our team confirmed your shipment was not collected and complimentary upgraded your service level to Second Day Air for pickup on June 7th so it would still deliver to ******************** on Friday, June 9th as originally scheduled. The shipment was collected on June 7th with the new label and did deliver on June 9th as originally requested. We do apologize for any inconvenience in the carrier not collecting your outbound shipment on the original pickup date, but part of what separates the Ship Sticks service from our competition is that in these scenarios we will upgrade your service level (at no additional cost to you) to ensure the original delivery date is still met. In this instance, we also reached out to ************************** on your behalf to assist with the relabeling of your package. Furthermore, please know if you had not contacted ** the evening of June 6th, you would have received contact on June 7th to go over this process. Our team reviews all missed pickups each morning to make sure they are handled appropriately. We understand in many instances shipments are time sensitive and we want to make every effort to ensure on-time deliveries are completed, which in this instance, did occur.

  When you placed your order on May 22nd, you scheduled your return shipment from ******************** to be collected on Thursday, June 15th for delivery to ************************** on Tuesday, June 20th. You did receive a confirmation email on May 22nd which also outlined the scheduled return shipment dates. On the morning of June 15th you contacted our team stating your shipment was no collected on June 14th as scheduled. We do apologize for any confusion, however, the reason your shipment was not collected on June 14th, is because the pickup was scheduled to occur on June 15th per your initial booking (confirmation email attached). The good news is your shipment was successfully collected on June 15th as scheduled and is currently in transit to ************************** for delivery no later than June 20th as requested. We will continue to monitor your return shipment accordingly for timely delivery.

  We are unable to offer a refund for your outbound shipment, as our team did upgrade your service level to ensure on-time delivery occurred. We are also unable to refund your return shipment as it was collected on time per your booking and is currently in transit for an on-time delivery to your destination. Our team did sense your frustration regarding the confusion of the return pickup date, so we offered you a 30% future use discount as an act of good faith. We do hope this reply helps clarify your concerns and if you would like to discuss further we can be contacted at ************ or by emailing ******************************************.

  Thank you for your time, and have a great rest of your day!

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing in reference to claim ******** against ship sticks. Please refer to this correspondence as it will not let me respond to their last response which is another lie. They claim my clubs left **** and should be at montour today even though they lied before. Yet when I checked this morning both fed ex and ship sticks claim my clubs left ******** ********** at 2 am after arriving their at 1 am. So my clubs are still lost and they have no clue what is going on. It's time for the bbb to take action and talk with me directly and help me get this resolved. Do not believe their responses as they have not been getting back to me in a timely fashion and have no clue what is going on. They need to be held accountable for their lies and run around I have thousands of dollars.tied up in my clubs and no one can tell me where they are.I expect financial renumeration for my clubs and the stress and time this has cause Please take this seriously and don't let them give you a run around like they have given me Help me with this situation *******************

  

  Business response

  04/10/2023

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

  Good morning. There seems to be some confusion in regard to your most recent outreach to the BBB. As mentioned in our conversations on Friday, April 7th, your shipment was misrouted to ********, ** and then ended up at the **********, ** ***** facility at 6:22 am on Friday, April 7th. Our team was able to intercept the shipment in ********** on Friday, and the shipment was re-labeled with a Saturday delivery service shipping label. The Saturday Delivery tracking number is 771790679102. Per our conversations with you on Saturday, your shipment was loaded onto a delivery vehicle at 7:54 am and delivered to **************************** at 9:59 am on Saturday, April 8th. 

  Our team advised you of this Saturday, and you had acknowledged your shipment was received and in good condition. We just contacted you again by phone to confirm these details, and once again, you have confirmed your shipment is in your possession. If for any reason, you still need to further discuss this matter, we can be reached at ************ or by emailing ******************************************* I have also attached the delivery screenshot from *****.com for your records and for the records of the BBB.

  Thank you for your time, and sorry for any inconvenience that *** have been caused by this delay. 

   

• Initial Complaint

  04/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I shipped my custom made golf clubs from ********** back to moon township on March 27. I actually shipped two sets of clubs and one arrived on time on March 31. The other which is my custom made set is lost. They shipped them via ***** **** **** **** and **** **** ****. A women by the name of ************************************* has been giving me the run around since either fed ex or ship stick ripped off my shipping label on March 27. As of today they keep telling me my club will arrive tge next day.I have spent hours on the phone and email with both fed ex and ship sticks trying to find them. Although fed ex is the shipper I hold ship stick accountable since I booked with them. I believe I pound be refunded the entire cost of the shipping both ways for my inconvenience as well as buy me new clubs. I also want compensated for my time and effort.This business is not honorable and should be noted by the bbb. **************** is horrible because you wait hours to talk with someone .

  

  Business response

  04/06/2023

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

  Good morning and thank you for contacting Ship Sticks through the Better Business Bureau. We do apologize for the inconvenience being caused in the return of your second set of golf clubs. However, as we have advised you the past few days, the second set of golf clubs is not lost, but delayed. It seems that somehow, the same tracking number on the set which you received on March 31st, has ended up on your second set of clubs. As mentioned to you earlier this week, the ***** label with tracking number ************ received scans in ******** on Sunday, April 2nd. Since then, the bag departed ******** this morning at 1:48 am and is scheduled to deliver to **************************** tomorrow, April 5th. When your round trip shipment was booked by **************************** on March 9th, the return delivery commit date for the bags was to occur by the end of the day on April 4th. Since this second set did not meet the delivery commit date the singular delayed shipment has been refunded and if golf plans are being interfered you are also eligible for our $200 Shipment Protection Plan. Our Shipment Protection Plan will cover rental and other golf-related expenses up to $200 should you need to play golf with rental clubs prior to the delivery of your actual set. We will not be able to refund your other return shipment, or your outbound shipments, as they all delivered ahead of schedule.

  Again, we do sincerely apologize for any stress this may have caused you, but I can assure you our team has been working this matter diligently and keeping a close eye on the tracking of your second shipment. **************************** is an exclusive partner of ours, and ships with us regularly due to our due diligence and handling of shipments when a shipment's transit does not go as planned.

  We will continue to track your shipment through delivery and provide you updates until delivery has been completed. If you wish to discuss this further, we can be reached by emailing ****************************************** or calling ************. Thank you for your time and understanding. 

  Customer response

  04/06/2023

   
  Complaint: 19903252
  
  I am rejecting this response because: they have lied to you now also.  There was response it left at 1:48 is not true as well as it will be delivered tomorrow April 5.  They need to get their act together because tomorrow is April 7 not April 5.  They have originally promised me the shipment on March 31.  They have no updates and I have informed the pro at montour to look elsewhere because of this treatment.  I have spent hours on this and want to know when my clubs are going to be delivered.   They have lied to me for almost 2 weeks.  I want a full refund and my clubs .  I'm glad you caught them in a lie also *** it is quite a web They have created.  Ask them why tomorrow is April 5 and do they really have my clubs.  

   

  I want a full refund and a formal apology for how I've been treated and how they lied..  I also want new clubs because they have lost them and no one knows where they are..  
  Sincerely,
  
  *************************

  

  Business response

  04/06/2023

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

  Thank you for your reply, and I appreciate you addressing my mistake. I apologize for any confusion it may have caused. In my last email, I advised the shipment is scheduled to arrive "tomorrow, April 5th". This was a typo, and should have read "tomorrow, April 7th". Currently, the bag has the same scans as it did earlier today showing a departure out of ******** on Tuesday, April 4th. However, ***** is indicating the bag should arrive into **********, ** through the midnight hours, and be loaded onto a delivery vehicle tomorrow, April 7th for delivery to ****************************. I have attached a screenshot which confirms this information directly from the ***** website. This tracking number, matches the ***** tracking number I referenced in my prior email which is "395547499040". 

  Additionally, I have attached another screenshot of your order confirmation from March 9th, which shows both of your golf bags on the return shipment had a delivery commit date back to **************************** of April 4th. We are unable to refund you for the outbound shipments or other return shipment which all arrived ahead of schedule. However, we have submitted a refund for this (1) delayed return shipment. Since your shipment was billed directly to **************************** (the club booked and billed the shipment to their account), the shipment will be credited to the club on their next billing invoice. **************************** will then have to refund you accordingly through their own accounting procedures. 

  Lastly, we do take matters such as this one very seriously. Therefore, if for any reason your shipment does not arrive tomorrow, April 7th, we will move forward with a package investigation. We do not anticipate this to be the case, but if we need to move forward with a package investigation, we have (10) business days to locate your shipment from the original delivery date (April 4th), before an insurance claim can be filed. As always, if you prefer to discuss this matter by phone we can be reached at ************.

  We will monitor your shipment accordingly, and be in touch tomorrow with another tracking update via our active support communications. Thank you for your time and patience while we work on resolving this matter. We are sorry for any inconvenience this delay may be causing. 

• Initial Complaint

  08/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ship sticks lost my clubs. My clubs were at least valued at $4k. They reimburse me for $2k. I think ship sticks is a total sceam.

  

  Business response

  08/08/2022

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

  Good morning and thank you for reviewing your recent Ship Sticks experience. First and foremost, we do sincerely apologize your recent shipment ended with the filing of a "Missing Shipment" claim. I can assure you our team works diligently to prevent this type of outcome, as it is always our goal to locate a missing shipment and have it returned to the owner. However, in scenarios where the bag cannot be located, we do follow our insurance policy which is outlined in our "terms and conditions". When your shipment was placed by you on June 12th, 2022, you did have the option to select your desired insurance amount. In this scenario, you chose to insure your bag for $2,000.00 USD. Therefore, the bag has insurance coverage of up to $2,000.00 USD for loss or damage. Despite our extensive search and investigation, we were unable to locate your shipment. Since we were unable to locate your bag, and the value of your items totaled greater than $2,000.00 you were written an insurance check for the $2,000.00 USD maximum you chose when booking.

  We cannot alter the selected insurance amount once a shipment is in transit. This is why it is important to always select the appropriate coverage when booking. A label falling off a shipment, and the shipment not being located, is by no means typical. However, when this does occur, Ship Sticks does pride ourselves on providing timely reimbursement as outlined in our terms of service.

  If you have any additional questions we can be reached at ************ or by emailing ******************************************* Thank you for your time, and we do apologize for any inconvenience caused by this matter. 

*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. ↩