Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I shipped 2 bags with ShipSki for my week long ski trip. During this process one of the bags got lost by ******* or their shipping partner. I reached out to support via phone and was told multiple times that I would be reimbursed for the items needed to ski while on my trip until the bag showed up. I reconfirmed this in an email. I rented equipment totaling $1000+ knowing this equipment would be reimbursed. I reached back out to ShipSki when i returned home to file reimbursement. To my surprise I was told they would only reimburse $200 worth of rental equipment. I replied and asked for clarification since i was lead to believe that I would be reimbursed for the full amount. ******* did not offer to help fix this in any way. This process was incredibly frustrating. It would have been cheaper to check my bags on the plane or rent equipment instead of purchasing new base layers in addition to renting. The whole experience was frustrating and it is shameful that ******* was unwilling to make this right by reimbursing the rental and replacement costs associated with the lost bag.

  

  Business Response

  Date: 03/03/2023

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

  Good morning and thank you for contacting us. We have reviewed all of the communication you and your assistant had with our team. In review, nowhere is there documentation of our team advising you that all of your rental expenses would be covered by Ship Skis. Ship Skis shipment protection plan for late deliveries is capped at $200 per delayed shipment. Your shipment did have $2,000 of shipment insurance, however, insurance only covers complete loss of a shipment. Being your shipment was located in ***** lost and found and returned to you, we cannot file an insurance claim. We have refunded you both of your outbound shipments, including the shipment that arrived on-time which is outside our normal protocol. The refund for the shipment that arrived on time was submitted today and will be reflected on your credit card within the next 4-5 business days. Ship Skis liability on delayed shipments can be found in our terms of service (link below) which you agreed upon when creating your account.

  ********************************************

  If you are able to provide documentation of our team advising you would be reimbursed all rental and replacement expenses while we worked on locating and delivering your shipment, then we will be happy to revisit our stance on this matter. We do apologize for any confusion that *** have occurred during your communication with our staff. 

  Thank you for your time. 

• Initial Complaint

  Date:11/07/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shipskis picked up some ski equipment in ****** ****** to ship to *** in March 2022, one bag arrived the second they claimed was seized by the ******** Government. They claimed we would get a seizure notice which has never arrived and we have no proof that the bag was seized after numerous enquirers to them and to friends in ****** who contacted customs brokers. They also have insured the bag for $10k and claim the insurance is not valid if the bag was seized by a government entity. We have had many email exchanges with shipskis without a single email or contact proving the bag was actually seized. It has become a circle of it was seized and its not our problem without proof.

  

  Business Response

  Date: 11/17/2022

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

  Thank you for reaching out through the Better Business Bureau. Per our email and phone conversations, we are working diligently with our contacts at DHL to gather and provide you with your requested seizure notice documentation. We hope to have this for you shortly and will be sure to forward it to you immediately upon receipt. Should you have any further questions, please contact us accordingly through our current email chains or by phone at ************.

  We appreciate your patience while we gather this information from the respective parties. Thank you. 

  

  Business Response

  Date: 12/08/2022

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

  Good morning and thank you for your reply. Per our email conversations earlier this week, we have provided you with the requested documentation regarding the seizure of your golf bag. Should you need any further information, please contact us through our ongoing email communication and we will be happy to assist.

  Thank you for your time and patience throughout this process.