ComplaintsforPirate Ship

• Initial Complaint

  09/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I sent a package internationally through Pirateship. I had no idea that you use a third party agent to send the international part and apparently no one at your company will contact them and they do not provide Pirateship with the tracking number they use. Therefore, when Asendia relabeled my package with themselves as the sender, my package that was returned to sender from ****** was sent back to them. The package made it to ******** and then was sent back to ******. Without the Asendia tracking number, the **** cannot tell me what happened. Asendia is YOUR agent and I shipped through YOUR company. Why can't you tell me what is happening with my package and why it was not reurned to me, but instead sent back to ******? You have made it impossible for me to find out myself via **** without providing valid **** tracking number.

  Business response

  09/25/2024

  
  Ahoy BBB and *****!
  
  
  Thank you BBB as always for allowing us the opportunity to course-correct and ensure were helping our customers as thoroughly as possible. *****, I'm truly sorry to hear about the difficulties youve encountered with your international shipment. I understand how frustrating it must be to feel out of the loop, especially when dealing with important packages sent across borders.
  
  Regarding your shipment, it appears that there was an issue with the address label, which contributed to the confusion and the rerouting of your package back to ****** instead of being returned to you. We realize that Asendia should provide clearer tracking and better communication in such instances.
  We have already reached out to Asendia to clarify and resolve this issue. While it may take some time to locate your package, and we cannot guarantee an immediate resolution, please be assured that we are doing everything possible to address this promptly. We will keep you updated every step of the way. Your trust in our service is extremely valuable to us, and we are dedicated to ensuring your package is returned to you.
  
  Thank you for your patience and understanding as we navigate this situation. If you have any more questions or need further assistance, our support team is available daily from 7am-9m daily. Please don't hesitate to reach out. I sincerely apologize for any inconvenience this has caused.
  
  RegaARRRds,
  Pirate Ship 

• Initial Complaint

  09/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a vendor send me a box with Pirate Ships label on it. My box arrived from *** completely destroyed. I filed with *** and they said I needed to go through Pirate Ship. I messaged my vendor and Pirate Ship. Their Response to my vendor was they are not responsible for *** damage and REFUSED to file my claim. I have reached out to pirate ship again and they say my vendor has to file a claim yet they wont let her. My box had $275 in merch + shipping. No one will process the claim and I deserve my money back because the merch is a total loss. I have pictures of the damaged goods and the box. All items in the box were ruined due to snow globe cups being broken. The inside of the cups leaked all over and saturated the entire contents of the container. NOTHING could be salvaged due to shattered glass and the filling in the snow globe cups. All 4 were shattered open. I was also like extra damages due to the time and aggravation of being on hold over 8 hours and refusal to file claim.

  Business response

  09/18/2024

  Ahoy ***** and the Better Business Bureau!

  Thank you for reaching out to us through the BBB. We truly regret the frustration youve experienced and appreciate the opportunity to explain the claims process to help clarify why this situation occurred.

  In cases where a package is lost or arrives damaged, as in your situation, the shipper initiates the claims process with Pirate Ship. Our role is to handle the claim alongside the insurer, whether its the shipping carrier or an external insurance provider. Per our agreement with the carrier, only Pirate Ship can start the claim on behalf of the shipper. This ensures the claim is routed to specialized agents familiar with our contract. If shippers bypass this process and contact the carrier directly, they may encounter general agents unfamiliar with our specific policies, leading to misinformation or delays. We aim to avoid these complications and make the claims process as seamless as possible.

  From our review of your messages, it appears you are the recipient of the shipment. Unfortunately, we can only proceed with claims if were in contact with the account ownerthe ********** purchased the label. Our policy of only communicating with the shipper, who is the account holder, rather than the recipient, is in place for several reasons. The contract for shipping and insurance is between the shipper and the carrier or insurance provider, meaning the shipper is responsible for managing the claim. This also ensures confidentiality and data protection, as the shippers account may contain sensitive information. Additionally, handling claims through the shipper prevents confusion, ensures accurate information is shared, and allows the shipper to maintain control over how the claim is processed and resolved. As of now, we are unable to move forward or discuss specific claim details until your shipper contacts us directly.
  

  We understand this process can be frustrating, and we sincerely apologize for any inconvenience it has caused. Ultimately, to resolve the matter, we encourage you to reach out to your vendor (the shipper) and ask them to get in touch with us so we can help process the claim as efficiently as possible.
  

  We hope our explanation clears things up for you, but if you have any more questions, feel free to reach out!
  

  Regards, 
  ******
  Claims Commander @ Pirate Ship

  Customer response

  09/19/2024

   
  Complaint: 22288626
  
  I am rejecting this response because: My vendor was told by Pirate Ship that she was not allowed to file a claim. They also told her We are not responsible for *** damaging boxes. This is how they do when they both dont want to pay. My property was damaged and I am owed money for the damages. Not my vendor I am. This is very unfair to the consumer. If we have to chase down our refund due to negligence of someone. Then sending the money to the vendor. That isnt their money to have. It is my money. I paid for my merchandise. Pirate ship doesnt know if these merchants are ripping off the consumer. The vendor doesnt have to file if they dont want to. Why is it ok to send My money back to a vendor who doesnt want to deal with the games being played by now both shipping companies. 
  
  Sincerely,
  
  ***** *******

  Business response

  09/20/2024

  Ahoy ***** and the Better Business Bureau!

  Thank you for your feedback! It seems like there still may be a bit of confusion, and wed love the opportunity to provide some additional clarity.

  Pirate Ship acts as a label provider and assists in facilitating the claims process, but we are not the insurance company nor the carrier. Our role is to provide shippers with the labels they attach to their packages and support them in navigating the claims process. All of this is done in good faith. While we are not liable for packages, we do reach out to the carrier or insurance company on the shipper's behalf to mediate the claims process.

  That said, contractually, we may only communicate with the account holder or the individual who purchased the shipping label. This is because the contract for our shipping services and any related insurance coverage is solely between the shipper and the carrier or the insurance provider. As such, the shipper is the only authorized party responsible for initiating and managing claims.

  Please encourage the account holder to contact Pirate Ship by signing into their account and starting a chat with us. From there, we can continue assisting with the claim.

  We hope that this additional context was helpful, but if anything remains unclear, please dont hesitate to reach out. 
  

  Regards,
  ******
  Claims Commander @ Pirate Ship

  Customer response

  09/30/2024

  Case #******** the original vendor who I am filing suit against and the shipping company are refusing to pay me for damages to my belongings. Its really unfair when I am owed for the wrecked box. I deserve compensation for the damages.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Pirate Ship ***** you in with deep discounts on shipping, then fraudulently hits you with charges after you ship and auto pulls the money from your account. They then pretend the extra charges are from the carrier, supposedly due to you entering wrong weight or dimensions. I import my **** listings to Pirate Ship. I only recently started using PS, and have had charges added twice now. You cannot fight the added charge, because the package no longer exists, so there's no way to prove the dimensions. I did NOT enter the wrong dimensions. I know how to weigh and measure packages. I've sold on **** for 20 yrs and no carrier has ever disputed my dimensions. I believe this was intentional fraud and will not be using PS again. Their fraudulent charges cost me many dollars over what I would've paid on ****, and lost time in filing this complaint (and the other ones I'll be filing concerning what I believe to be fraudulent practices by this company.)

  Business response

  09/06/2024

  Ahoy BBB and *****!
  
  Thank you for notifying Pirate Ship about the issue, allowing us to enhance our service. *****, I'm truly sorry to hear about your frustration and the issues you've encountered with additional charges on your shipments. We strive to provide a transparent and cost-effective service, and I want to address your concerns directly.
  
  Firstly, it's important to note that Pirate Ship passes along the rates and potential adjustments directly from carriers, and we do not profit from these adjustments. These charges are determined through an automated system used by the carriers to verify that the dimensions and weight entered for a package online match the physical package that ended up being shipped. This system is intended to ensure that packages move through the delivery network smoothly without disruptions due to postage discrepancies.
  
  Regarding your recent experience, you had a shipment that was subject to a carrier adjustment by **** on 9/1/2024, which is currently under dispute and pending approval from ****. Additionally, you had a package shipped with ***, where an adjustment was disputed and successfully resolved in your favor on 7/12/2024. We understand that encountering these adjustments can be particularly frustrating.
  
  We see that you are an experienced **** seller and have been shipping packages without these issues for many years. Its concerning to hear that your dimensions, which have been consistently accurate, are being called into question. We are committed to supporting our customers through these disputes and want to ensure that any inaccuracies in carrier measurements are addressed.
  
  If you believe there has been an error in this automated process, we are here to help facilitate a resolution with the carriers. We noticed you have not chatted with us and encourage you to reach out with specific details of any disputed charges, and we will advocate on your behalf to challenge these adjustments. Were available 7am-9pm PST,  seven days a week via chat or email if you ever have any other questions come up or need some assistancewere happy to lend a hook!
  Your confidence in our service is our top priority, and we are here to support you every step of the way.
  
  Again, I apologize for the inconvenience and the time youve spent addressing these matters. Please let us know how we can assist further and work towards rectifying this situation to your satisfaction.
  
  RegaAARrrds,
  **** @ Pirate Ship
  
  

  Customer response

  09/06/2024

   
  Complaint: 22237429
  
  I am rejecting this response because the company resolved nothing. They sent an email telling me to "chat" with customer service. It should be fairly obvious that in lieu of a "chat" with customer service, I chose to file this complaint with the BBB for remedy. I won't be "chatting" with customer service. I am glad, though, that ********************** brought up there was another disputed charge. Pirate Ship claimed that another carrier socked me with a surcharge for a package because it supposedly had a unusual dimension. Uh...it was literally an 8X10 poly bag!! If this isn't fraud, I don't know what is. 
  
  Sincerely,
  
  ***** *******

  Business response

  09/16/2024

  Ahoy BBB and *****! 
  
  Thanks for letting us know and giving us the chance to address this! *****, thank you for your candid feedback. We understand your frustration regarding the adjustment charges and the response you received. It's clear that our previous communication did not meet your expectations, and we're sorry for any inconvenience this may have caused.
  
  We recognize that the surcharge on your 8x10 poly bag seems unusual, and your feedback highlights the importance of addressing these matters with utmost care and transparency. It's not our intention to suggest any shortcomings in your shipping practices, especially considering your extensive experience. Carrier adjustments can indeed affect shippers at any level of experience, and they are not a reflection of how well you manage your shipments.
  We see that on 09/11/2024, **** approved your dispute, which indicates there may have been errors in the automated verification process used by carriers. Mistakes do happen, and when they do, our goal is to ensure you feel supported in resolving these issues promptly. To help better understand this system and its impact, here is a link to the **** Automated Package Verification System - *******************************************************************************; This might provide more insight into why these adjustments occur and reaffirm that they are not unique to our service.
  
  We respect your decision to avoid chat communications, and while we regret to hear you feel this way, we are available should you have further questions or require assistance in the future.
  
  Best Regards,
  Pirate Ship

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 20, 2024, I sold an artwork with a price of $4000.00 I shipped using PIRATE SHIP third party service. *** delivered the package, notifying in advance about a damage. Upon receiving the artwork by the client, I realized that the piece itself, along with the box it was packed in, was not just damaged, but completely destroyed. Everything was packed professionally and with extreme protection on all sides, front, and back. This seems to be an extreme case of negligence *** only wants to pay $100.00 for the damage but I want PIRATE SHIP to refund me full amount of the shipping cost $161.36

  Business response

  09/06/2024

  Ahoy Better Business Bureau and Jair!

  Thank you for bringing this matter to our attention, ****. I truly empathize with you about the frustration you've experienced with this claim. It's evident that this was a rather large loss, and I understand how disheartening it must be to receive a payout amount thats less than the value of the package.

  At Pirate Ship, we deeply value our customers and strive to provide extensive support throughout the label creation and claims process. Our commitment to education is paramount, reflected in our live support, email assistance, and the wealth of guidance available as you navigate label creation. We understand the importance of clarity regarding insurance coverage, which is why we offer detailed resources such as our informative article, "Does Pirate Ship offer insurance?", which can be located under the support section of your account dashboard. 

  With Pirate Ship's *** labels, every shipment automatically includes $100 coverage, in addition to the label costs. Should you decide to add additional coverage beyond this, you can easily access the **************** section during label creation. Here, you can add additional insurance, through Shipsurance, and specify your preferred coverage amount, known as the Declared Package Value. It's important to clarify that whether you opt to add additional insurance or not, the carrier's liability amount, which in this instance is $100, will always be displayed alongside the label cost before you finalize your purchase. This transparency ensures that you have a clear understanding of the coverage that you will be receiving!

  Sadly, a *** label was purchased and extra insurance was not included. Had additional insurance been included, we would have been able to assist you in pursuing a larger payout through our third-party insurance partner, Shipsurance. Unfortunately, the total payout of $261.36 reflects the maximum coverage limit.

  *** confirmed they issued a $100 check for the carrier liability coverage on 8/30/24. You should receive that check by the end of the day on 9/10/24. Additionally, *** also confirmed they issued a $161.36 check for the cost of shipping on 9/4/24. This check was sent to Pirate Ship and those funds were credited to your Pirate Ship account on 9/5/24.

  We apologize for the headache that this process has given you. We're committed to providing transparent and accessible information to our customers, empowering you to make informed decisions about your shipments. 

  Should you require further clarification or assistance navigating the insurance options, please feel free to reach out! We look forward to hearing from you.

  Regards,
  ******
  Claims Commander @ Pirate Ship

  
  

  Customer response

  09/06/2024

   
  Complaint: 22216877
  
  I completely understand that I din't cover my merchandise with any insurance so I will have to take the $100 check for the carrier liability coverage sent by **** Anyway I don't understand why *** sent the $161.36 check for the cost of shipping on 9/4/24 to Pirate Ship instead of me????

  I am the person who has to be compensated with a refund for the $100 liability coverage and also the $161.36 refund for the shipping cost.

  Pirate Ship doesn't have the right to hold or to credit my money in their own account as they own it. I don't trust this company for further shipping business . So PLEASE Pirate Ship I am requesting the refund of my $161.36 shipping cost to my ****** account, ********************** under the name *********************; as soon as possible. I really need my money!!!

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

  Business response

  09/13/2024

  Ahoy Jair and Better Business Bureau,

  Thank you for reaching out about this issue. I'm sorry for the difficulties you've encountered, and I'll do my best to clarify.

  When *** refunds the shipping label, sometimes they send the check directly to the shipper, and other times they send the check to Pirate Ship. We are uncertain what internal factors *** uses to determine where they send the check. However, I can confirm that *** issued the $161.36 check on 9/4/24, and before Pirate Ship had received the check, those funds were credited to your Pirate Ship account on 9/5/24.

  I see that on 9/6/24, you requested a transfer of your $161.36 Pirate Ship balance to your ******* but then on 9/9/24, you requested the funds to be sent to you via check instead. We were happy to help you that same day and confirmed the billing team will be sending you a check for $161.36. If you need to check on the status of a check, you can either respond to your claim thread or start a new conversation and our ************ will be there to help.

  Your *** claim has been successfully resolved with the maximum payout of $100 for carrier liability, plus a refund for your $161.36 shipping label is being sent to you.
  I hope this information clarifies the matter for you. Thank you for your understanding.

  Regards,
  ******
  Claims Commander @ Pirate Ship
  

  
  

• Initial Complaint

  08/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I was reluctant to post this complaint due to the numerous positive reviews about this company but after todays experience, i have no choice but to show the true colors of priateship. I made an account on ******************** on 8/5. I use other shipping platforms for my amz business so shipping is nothing new to me. i want to try pirateship as i heard their site is VERY user friendly & the customer service is outstanding. When i attempted to make a purchase of a label on 8/5, the system locked me out. It gave me an error. I started a chat with a pirateship agent named "*******". ******** response was VERY vague. He told me that my account was locked because the security team wanted to talk to me. I asked about what, why & what i did & got nothing. He said they will get back to me asap & usually the next day 8/6. I wanted to push ******* on this more & ask for clarity. All i got were notifications that my messages were being read & being ignored. He saw my messages & ignored me - it even tells me how long ago he was active for. On 8/6, i reached out to another agent named "********". Told her what is the update on my concern. Her response was "Ahoy ******** How can I lend a hook today?" Thats it. It shows she read all 7 of my messages & ignored me. It also shows she was active 30 minutes ago (at the time of typing this). Being curious, i went on ****** incognito mode & started a chat as a non user. Right away i was connected to an agent! The agent was VERY responsive to me & would reply in under 30 seconds. However, when i gave that agent my account email & why i am reaching out, they also stopped responding. After going through this, it is VERY clear that pirateship has targeted my account & notify agents to NOT respond. They locked my account, never followed up & have instructed their "customer service" agents to not reply to me. This is an act of discrimination & this experience has to be shared for public visibility. This is NOT the company everyone claims them to be

• Initial Complaint

  07/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased insurance for a golf club that I bought. The seller shipped through Pirate Ship and the package was lost. They said we had to go through *** before they would pay the claim. *** proved it was lost, paid their portion of the claim, and the information was sent to Pirate Ship as requested. They delayed and didn't respond for several weeks. After asking for several updates, they finally responded saying it was denied.-Purchased on 6/6/24 -Value $599 -

  Business response

  07/31/2024

  Ahoy Kal and Better Business Bureau!
  
  Thank you for reaching out to us about this issue. We appreciate the opportunity to address it!
  
  As per our policy, we can only discuss specific claim details with the insured party. Our role is to facilitate communication between the insured party and the insurance company/carrier as intermediaries in the claims process. We are not the insurance company and did not make the final decision on the claim.
  
  However, we assure you that the claim was processed and addressed accordingly. For the most accurate and detailed information, we encourage you to contact the sender of the shipment directly. They can provide you with the most up-to-date and accurate details regarding the resolution. We strongly recommend requesting an official record, such as a screenshot of the claim's outcome, from the sender to obtain the exact status and details of the claim.
  
  We understand that the sender's lack of responsiveness has made this process challenging. However, they remain the best source for the specific details you seek. If you have concerns about their communication, we suggest addressing this directly with the sender.
  
  We understand the frustration you may be experiencing and wish we could assist you further.
  
  We look forward to hearing from you!
  
  aRRR,
  Leash
  Claims Commander at Pirate Ship

• Initial Complaint

  07/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to file a formal complaint against PirateShip.com concerning their deceptive pricing practices. As a customer, I have encountered several instances where PirateShip displays a cheaper price initially, only to subsequently charge more through an adjustment fee on the backend. However, if the charges are not disputed, they are considered permanent, forcing the user to pay the inflated fees. This practice is not only frustrating but also deceptive, as it misleads customers into believing they are paying a lower price than they actually are. I have never experienced such practices with other shipping services. This tactic seems to be a long-standing issue with PirateShip, raising concerns about their business ethics and transparency. I urge the BBB to investigate these practices and take appropriate actions to ensure that PirateShip operates fairly and transparently. Customers deserve to know the true cost of the services they are purchasing without hidden fees or deceptive practices. Thank you for your attention to this matter.

  Business response

  07/29/2024

  Ahoy Better Business Bureau and Meleik! 
  
  BBB, thank you for allowing us to assist the customer. ******, we appreciate you letting us know about this issue regarding charges on your account, and allowing us to follow up with you here. Our goal is always to take quick action and resolve issues for our users. We apologize for the inconvenience this has caused for you. Its understandable how an unexpected charge can be very frustrating!

  Carrier adjustments are made when our partner carriers, like **** and **** detect discrepancies between the package details you entered on Pirate Ship and the actual characteristics observed at their facilities. These carriers use sophisticated automated systems to verify each packages details and decide if an adjustment is necessary - whether for postage due, or refunding an overpayment back to you. As a third-party postage provider, Pirate Ship is obligated to pass on any adjustments made by our the carriers. Pirate Ship does not influence the outcome of these adjustments; our role is to ensure the process is as smooth and transparent as possible for you.
  

  Weve taken the initiative to review your account and saw since beginning shipping with us in 2023, your first carrier adjustments were noted in August of that year. Since then, about 17.5% of your shipments have required adjustments. You've successfully disputed 53 of these, with 3 still pending. The vast majority of these adjustments, particularly those involving ****, have been related to discrepancies in package weight by a few ounces. 
  

  It seems that the adjustments to a number of your shipments might be due to inaccuracies during the label creation process. This is quite common and can trigger the carriers' automated verification systems. We recommend taking a moment to calibrate the tools you use for weighing your shipments. Ensuring accurate weights and measurements on your labels will help in accurately representing your packages and can reduce the need for future adjustments. We understand how upsetting surprise charges can be, so this is time well spent in ensuring your shipping experience runs smoothly.
  
  I also noted that you havent had any previous instances of reaching out to our support team - I encourage you to reach out directly regarding these charges as were here to help guide you on how to do this effectively as well as to provide clarity and support, ensuring you feel confident and well-informed about the adjustment process.
  

  Should you have any more questions about carrier adjustments, feel free to reach out! We're committed to providing top-notch customer service and are always ready to help clarify any concerns you might have.
  We look forward to hearing back from you.
  
  

  
  

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used the pirateship.com site to try to save money shipping a package to ******. I was given *** and **** options, but *** was labelled cheapest, so I went with ***. *** informs me today of over $40 in additional charges. This made the cheapest now 30 dollars more expensive that ***** I have investigated the fees, and *** may be entitled to charge those fees. My complaint is that pirateship did not adequately discloser that their cheapest shipping tool, in fact, was not. They tried to hide saying we cant estimate *** charges for that service. Ok, crummy, but maybe ok, but they should not be able to label something cheapest way if they, in fact, dont know it is, and suspect it will be more.

  Business response

  07/26/2024

  Ahoy BBB and ***********!
  
  BBB, thank you for allowing us the opportunity to assist our customer. ***********, thank you for reaching out! Im so sorry about the trouble here.
  
  I understand that brokerage fees can be an unexpected and unpleasant aspect of international shipping. As a private carrier, *** acts as a customs broker for international shipments, facilitating the customs clearance process and charging brokerage fees accordingly. These fees are not included in the cost of your label as Pirate Ship offers DDU services (Delivery Duties Unpaid), rather than DDP (Delivery Duties Paid). When applicable, customs fees, import taxes, and brokerage fees are assessed once the package reaches customs and must be paid by the recipient to receive the package. While *** is the only carrier on Pirate Ship which may charge Brokerage Fees, depending on your package specifics, all services offered in Pirate Ship are DDU - meaning recipients are liable for customs fees and import taxes rather than the shipper. This nature of shipment is incredibly common for international customers, and many of whom expect to need to pay customs taxes prior to the package being released. That said, I can understand this may come as a surprise to a newer shipper in the international space! 
  
  I apologize that this detail was missed when purchasing your label. We pride ourselves on the transparency we have with customers on all aspects of their shipping journey, always in an effort to remove surprises - especially the negative ones. Though we do send information to shippers proactively upon their first purchase of an international *** label to guide you through what to expect, youve identified we have room to grow. Rest assured we are actively working with *** to enhance the accessibility of information regarding Brokerage Fees.
  
  We sincerely regret any inconvenience this has caused you and your recipient. I hope this background helps build confidence in using our services into the future, but if any other questions do come up our support team is always here to help!
  
  Best Regards,
  ***** @ Pirate Ship
  
  

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I PAID $4.80 IN ADDITIONAL INSURANCE OF $600.00 RECIPIENT RECEIVED A BROKEN ONE-OF-A-KIND ORIGINAL ART (FUSED GLASS) THAT CAN DUPLICATED, REPAIRED AND VALUE DEMINISHED,THIS WAS A BIRTHDAY PRESENT AND NOT AN ONLINE PURCHASE. IT WAS A PERSONAL GIFT, RECIPENT WAS ONLY CHARGED FOR MATERIAL; FRAME, SPECIAL MAT AND FUSED GLASS ART OF $800.00. VALUE $1600.00 i SENT PIRATESHIP PICTURES PRIOR TO SHIPPING OF PACKAGE INCLUDING ALL SIDES, ART NOT BROKEN, PACKING MATERIAL AS WELL AS ALL SIDES RECIPIENT RECIEVED THE PACKAGE INSIDE AND OUT.INSUFFIECIENT RESOLUTION ION A TIMELY FASHION, COMMUNICATION UNRESPONSIVE; EMAILS ON STATUS AND LIMITED TO A DESIGNATED CLAIM REPRESENTIVE, REQUESTING ADDITIONAL INFORMATION THAT WAS ADDRESSED IN ORIGINAL FILING OF CLAIM.UPON LAST COMMUNICATION WITH PIRATESHIP IT WAS REQUESTED TO SEND ADDITIONAL INFORMATION PER SHIPSURANCE THAT WAS ALREADY SENT. I RESENT AGAIN.IT'S A SHAME AND FRUSTRATING WHEN A BUSINESS OFFERS AND SELLS INSURANCE FOR SHIPPING AND THERE ARE ISSUES SUCH AS THIS THAT PREVENTS ME FROM DOING ANY FUTURE BUSINESS.COMMUNICATION WITH NO ONE TO TALK TO PERSONALLY, FILE A COMPLAINT WITH THE COMPANY BEYOND AUTO-GENERATED EMAILS...MAKES ISSUES SUCH AS THIS NOT ONLY DIFFICULT ONE BUT FRUSTRATING.WHAT I WANT IN FINAL OUTCOME IS A TIMELY RESOLUTION OF REFUNDING ME THE $600 i PAID FOR ADDITIONAL SHIPPING INSURANCE, THANK YOU~H

  Business response

  07/08/2024

  Ahoy Better Business Bureau and ******! 

  Thank you for reaching out to us about this. We understand that the claims process can be confusing and stressful, and we apologize for any frustration it may have caused.

  At Pirate Ship, we aim to offer customers the best experience by providing free access to the deepest commercial discounts available with *** and ***** When it comes to Shipsurance claims, we advocate for our shippers, though our influence is limited. Shipsurance is an independent company that provides third-party coverage for our shippers. As the insurer, Shipsurance sets all claim requirements and determines the outcomes according to their terms and conditions.

  For the ***************** to review your claim for a payout, their evidence requests must be fulfilled. However, there are times when Shipsurance will ask for some evidence that you believe was already sent. In these circumstances, the evidence that was originally sent did not fulfill their evidence requirements. 

  After reviewing the claim, you encountered two roadblocks. The first was evidence-related. Shipsurance asked for photos showing all sides of the box. The evidence provided included a photo of the label on the box and one photo rotated multiple times and saved as separate images. Unfortunately, this did not meet Shipsurance's requirements as they needed to see all sides of the box to assess the damage. This request is mandatory for all damaged claims as Shipsurance is only liable for transit-related loss. To accept responsibility, they need to see the damage that occurred to the box during the delivery of your beautiful fused glass art piece.
  
  The second roadblock was the response time. The insurance team aims to respond to all our shippers within three business days, but we responded on the fourth day. We have processes in place to prevent situations like this but had an error in this situation. We will ensure improved oversight in the future!
  
  Currently, Shipsurance is reviewing your claim but we will make sure to follow up with you before the end of this week. We apologize for the inconvenience, and we appreciate your patience. We will follow up with you very soon!

  ARrrr, 
  Claims Commander ****************** @ Pirate Ship
  

  
  

  Customer response

  07/08/2024

   
  Complaint: 21916592
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer response

  07/09/2024

  I reviewed the message from Pirateship from today's date July 8, 2024. 
  
  It is unfortunate Pirateship has stated incorrect information.
  
  The package was delivered June 15th.
  
  I filed the Pirsteship claim on June 16th.
  
  The correct time frame is two days. 
  
  It is not as Pirateship claims in their response to BBB either because they delayed to send information to Shipsurance or are trying to place blame when I responded in good faith.
  
  I have explained on several notifications as well as the initial claim there was no damage to the outside of the box at all.
  
  The only damage was to the artwork.
  
  Thank you!
  ~H
  
  ~******
  

  
  

  Business response

  07/10/2024

  Ahoy Better Business Bureau and ******!

  Thank you for your response. We apologize for any confusion and are happy to provide further clarification.

  We do not dispute the two-day response timeline from when you initially filed the claim. You submitted the claim on 6/16, and we followed up with you on 6/18. On 6/18, we uploaded all your evidence and claim context to Shipsurance for their review, and we are very careful about ensuring all evidence is uploaded promptly.

  We mentioned that there was a period where we did not respond to you within our three-day timeline after the claim was filed. We take full responsibility for this and are actively working to improve our response times as our shippers experience is very important to us!
  

  That said, having the box photos is important for the claims process, regardless of whether they show damage. This is a mandatory requirement from the insurance company, as they are responsible for determining the claim outcome. This requirement applies to all of our shippers who are filing damaged or shortage claims and is clearly listed in Shipsurances Terms and Conditions:

  d) Respond to the Shipsurance request for information about the Package and its shipment, including but not limited to the Carrier's tracer form, a copy of the Recent Invoice or Recent Appraisal, photos of damaged goods and packaging, a repair estimate, a claim statement signed by the recipient (or intended recipient).  Additionally, due to certain proprietary fraud markers, Shipsurance may request an onsite inspection, a mail theft report, a sworn testimony, an itemized inventory, or a police report. Failure to complete the claim form and follow all claim instructions could lead to non-settlement of claim.

  The good news is that it looks like our efforts with the insurance company have paid off, and your claim was approved. You should have received an email confirming this on 7/9/24.

  We hope that we were able to provide clarification on this matter, and we are delighted to see that Shipsurance gave you a favorable outcome.

  ARrrr, 
  Claims Commander ****************** @ Pirate Ship
  

  
  

  Customer response

  07/18/2024

  Hello ******!
  Perhaps I didn't hit submit.
  Yes, the case has been resolved and in my favor.
  I will add since then, I did receive notification from Pirateship the insurance company will no longer accept my packages to be insured through them.
  Thank you!
  ~******
  

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I requested a refund for a shipping label, Pirate Ship website said I had to wait 30 days. After 30+ days website now says refund declined. The label was a duplicate that I did not need and I immediately requested a refund when I realized I did not need it. Pirate ship needs to refund me for label that was not used. Label says ready to ship but I do not need to ship with the label anymore.

  Business response

  06/19/2024

  Hi **** and the BBB,
  
  Thanks so much for reaching out about this! We'd be more than happy to help get this resolved for you.
  
  First and foremost, I want to apologize for the declined refund. I understand how frustrating this can be, and I assure you that our team is actively working with **** to identify the cause of this issue and prevent it from happening again in the future.
  
  In the meantime, I've credited your account for the cost of this label. You will see this credit reflected on your Reports page, and it will be automatically applied to your next label purchase.
  
  If you would prefer to have the credit refunded directly to your payment method, you can do so by following the steps in this guide: ***********************************************************************************************************************
  
  Please let me know if there is anything else our crew can do to assist you today. Pirate Ship offers live chat support every day from 7 am to 9 pm Pacific, and you can always reach us at ******************************** if you have any questions or encounter any further issues.
  
  Once again, I am sorry for the inconvenience caused by the refund issue. Our team is committed to working with **** to ensure that errors like this are prevented in the future. We appreciate your patience and look forward to hearing from you.
  
  ****,
  Supervisor at Pirate Ship
  
  

  Customer response

  06/20/2024

   
  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. I have requested my refund via the instructions provided.
  
  Sincerely,
  
  *******************

*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. ↩