Complaints

This profile includes complaints for Pirate Ship's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pirate Ship

  680 S Cache St Ste 100-9149 Jackson, WY 83001-8694

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  Pirate Ship

  177 Center St Jackson, WY 83001-8700

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:06/16/2025

  Type:Billing 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 had 3 boxes out of many get hit with random carrier adjustments. I disputed them because my measurements are always spot on. While they are in the dispute process, Pirate Ship bills MY HUSBAND'S ********* not mine, not my card, and not even the payment method used for the purchase of those labels! They billed HIS. THEY'RE IN DISPUTE. This is not something that's ever happened. They're going into some murky water by billing random payment methods for boxes that may quite literally be adjusted incorrectly via ********* The disputes process takes a bit... always has. It's a normal process of shipping. Machines may incorrectly report correctly labeled boxes weight/DIM. Yet, to bill random payment methods? WOW. That's sketch, and definitely need to reconsider some things with the company. ******. They are making changes, and not informing their customers of potential issues.

  Business Response

  Date: 06/23/2025

  Ahoy BBB,
  
  Thank you for giving us the opportunity to help our customer.
  
  Janine,

  We truly appreciate the chance to address your concerns. I’m really sorry for the confusion and frustration this situation has caused, especially with the charges being applied to your husband’s PayPal. I can absolutely understand how unsettling and unexpected this must have felt.
  
  I’ve taken some time to review your account, and here’s what happened: On 6/10/2025, you received three carrier adjustments. As you mentioned, it’s not uncommon for adjustments to be disputed due to scanning or reporting errors, we know that process can be frustrating, but it’s an important part of keeping things accurate.
  
  On 6/16/2025, when the adjustment charges were scheduled to be collected, our system first attempted to charge your default payment method. That payment method didn’t go through after several tries (similar to what happened on 6/10/2025) , so the system automatically moved to the next available payment method listed on your account, which was the PayPal account.
  
  We realize this might not have been the payment method you expected to be charged, and I totally understand how that could feel confusing, especially while disputes were still in progress. While our system is set up to try alternate payment methods if the default fails, I completely understand that this process could have felt unclear, and we’re actively working on ways to improve communication around it.
  
  If you’d like help reviewing or updating your saved payment methods so this doesn’t happen again in the future, we’re more than happy to walk through that with you.
  
  Thanks again for bringing this to our attention, and we really appreciate the opportunity to clarify. Our support team is open daily from 7am-9pm PST, feel free to reach out if you have questions, we’re always happy to help! 
  

  
  

• Initial Complaint

  Date:06/06/2025

  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 used this company to print a label to mail a package. My package was sent back and I had moved by this point ( 3 months had gone by). Pirate ship could have offered to update the address, which they didnt give me this option ever. Because of that I wanted a refund since they didnt uphold their service. They marked on the portal that my package was delivered, which again it wasnt. They kept telling me to go through the portal but they were the ones who would have had to take care of it from their end since they said my package was delivered, but I still have my package. And they still have my money. Im about to mail my package again not using this horrible company, so Ill pay twice for shipping the same package.

  Business Response

  Date: 06/13/2025

  Ahoy Better Business Bureau and ********!
  
  Thank you for reaching out and for giving us the opportunity to respond through the BBB. We sincerely regret the frustration this situation has caused and appreciate the chance to clarify the situation and to help shed some light on what occurred.?
  
  While Pirate Ship provides the labels, we arent directly involved in handling packages directly, especially once they leave the **** That said, were always here to help however we can! You can find more info in our *********** by clicking Support on your Pirate Ship dashboard.
  
  It looks like the package made it to ****** on March 8th and cleared customs a few days later on March 11th. From there, it was held by the local postal service while they waited for the recipient to pay import taxes or duties - which is pretty common for international shipments. Usually, the recipient gets a heads-up by mail or phone with instructions on how to pay those fees. Heres a handy link for your reference:  What are customs duties and import taxes?   We hope this helps!
  
  Since it doesnt look like those duties were paid, the package ended up getting returned to the sender. Just a heads-up: in most cases, customs fees are handled on the recipients end, and if they go unpaid, the package may get returned (depending on the countrys policies). If you want to take a closer look, the full tracking history is available on the Parcel App website. 
  
  We saw you also mentioned using your friends Pirate Ship account to ship this package, just a heads-up that we recommend creating your own (its free!) for better communication and account security.
  
  Since you're not the account holder, theres only so much we can share. But if your friend reaches out to our support team, wed be happy to walk them through the next steps.
  
  Feel free to reach out if you need help in creating an account or if you have any more questions, our support team is available daily from 7am-9pm PST daily. 
  
  Regards,?
  Amanda 
  Boatswain @ Pirate Ship
  

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23434291
  
  I am rejecting this response because: on my friends account it says that my package was delivered, which is incorrect. So therefore there is no option besides reaching out to pirate ship. Its also funny because I have reached out numerous amount of times and it consistently either had pushback on whether I should reach out to **** which again didnt solve the fact that I wouldve needed to completely new label if I wanted to ship it again. Pirate ship has stopped replying to all my emails and yall are actively not helping me. So my question is when am I going to get my refund because Pirate ship never performed a service for me. Also pirate ship claims currently saying on my friends account that the service was fulfilled when it wasnt and I have repeatedly told you that. It wasnt and I have sent pictures with the package in my possession. This is fraud. 

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

• Initial Complaint

  Date:04/14/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  This company pirateship has been over charging me on this 3 shipping label and have been lying on this charges even though i sent them proof of reciepts proof of measurement and has been check as well in the store i also have spoke directly from *** why my dispute has been denied , but *** one of the supervisor from the *** billing department informed me that No disputes was being filed on my behalf contrary to what pirate ship is telling me that they tried to file dispute but was denied and wants me to pay this invalid amount & would not honor my reciepts from *** , been trying to contacting them many times for the past 1 month but they keep ignoring my messages , and still want me to pay the incorrect charge.kindly pls assist me in this matter

• Initial Complaint

  Date:04/03/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Ive been trying to purchase labels from pirateship for 2 days but my card cant be authorized. Every time I open the pirate ship chatthe representative says let me look belong deck and see whats the problem and then they just disappear. Im just trying to save money on labels for my business. I dont understand whats happening

• Initial Complaint

  Date:03/14/2025

  Type:Billing 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 recd a $50 bill from Pirate Ship - never authorized! called the 800 ph # to discuss, was shunted to text messaging. Web search says they partner with ****. I don't have an agreement with **** for any $50 charge on my credit card. Had to stop/replace my credit card due to fraudulent use. Do not recommend.

  Business Response

  Date: 03/15/2025

  Dear BBB and Mr. ******************** you for reaching out through the Better Business Bureau to ensure were addressing customer concerns as quickly and thoroughly as possible. We sincerely regret any confusion or frustration regarding the charge you noticed, and we understand how concerning unexpected billing can be.
  
  To clarify, when a customer makes a purchase through **********************, their default payment amount is pre-set based on their previous selections in their payment settings. In this case, your default payment amount was $50 at the time of purchase. When the attempted transaction did not go through, a temporary authorization hold was placed on your card. These holds are standard banking procedures and typically fall off within 48 hours, depending on your financial institutions policies. This was not an unauthorized charge, and no funds were captured by Pirate Ship.
  
  After reviewing our records, we found that you did not reach out to our support team before filing this complaint. As a result, we were unable to assist in real-time with clarification regarding the temporary hold. Our support team is always available to help with billing questions, and we would have been happy to explain the situation and provide reassurance that no fraudulent charge occurred.
  
  At this time, no further action is needed, as the authorization hold will automatically be released by your bank. If you experience any issues with this, we encourage you to reach out to us directly so we can assist further. We also recommend reviewing your payment settings in Pirate Ship to ensure your default payment amount aligns with your preferences.
  
  We apologize again for the concern this caused and appreciate the opportunity to clarify. Pirate Ship is committed to providing world-class customer support, and we will continue refining our communication and self-service resources to ensure customers have clear information regarding billing.
  
  We look forward to hearing back from you!
  
  Arrr,
  Bosun *******
  
  

  Customer Answer

  Date: 03/22/2025

   
  Complaint: 23068518
  
  I am rejecting this response because:

  I never signed up nor authorized to do business with Pirate Ship including a $50 charge to my credit card.  Your only contact option is through chat or bot or text, not a live rep.  I don't have time to waste with a chat or bot.  This is why I rejected the charge to my credit card through my bank.  How did you get my information?  

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

  Business Response

  Date: 04/02/2025

  Hello BBB and Mr. ********************* for giving us an opportunity to help the customer. 
  
  Mr. ******, thanks for reaching out and letting us know, totally understanding your concern. While we dont offer phone support, were happy to help through chat or email, and well do our best to make things quick and easy for you.
  
  We have looked into this and can confirm that the attempted $50 charge wasnt not successful, and there were no funds deducted from your bank account. If you happen to see a pending authorization on your statement, I will you it will fall off within 24 hours!
  
  Were here to make shipping for small businesses and individuals as easy as possible - so if you have any other questions about this, please feel free to email us at ******************************** and wed be happy to support you!
  
  Best regards,
  
  Amanda @  Pirate Ship

• Initial Complaint

  Date:02/25/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold a MacBook Air 13" Laptop through ****** and shipped it using Pirate Ship. Unfortunately, the package was either lost or stolen during transit.I have all communication with the buyer and supporting evidence proving that when the package arrived, it was scanned as "visible damage" and was immediately returned to sender (me) by the mail carrier.I submitted an insurance claim through the Shipping Protection Program powered by ***********, but their response was vague. They simply stated:"After a thorough investigation, we are unable to approve the claim because it is not a covered loss in the Explanation of Coverage in the Shipping Protection Program powered by ***********."As a result, I have lost my laptop, and to make matters worse, ****** refunded the buyer, meaning I am now responsible for repaying that amount.

  Business Response

  Date: 03/05/2025

  Ahoy **** and BBB!
  
  Thank you for alerting us to this issue to ensure were able to service our users to the best of our abilities and take prompt action!
  
  I really appreciate you reaching out and letting us know about this. I know this isnt the outcome you were hoping for, and Im really sorry for the frustration this has caused. Its never easy dealing with a lost package, especially when ****** has already refunded the buyer.
  Insurance claims through InsureShield are handled directly by their team, and as much as we'd like to help, our access to claim details is limited, so were unable to see the specifics of their review process or the reasoning behind their decision. The best next step would be to reach out to them directly for more clarity on why your claim was denied. You can contact their support team at *************************** or check the claim portal on Pirate Ship for more details.
  
  I know this situation isnt ideal, happy to help if you have any questions and wishing you the best in getting this sorted!
  
  Best Regards,
  **** @ Pirate Ship
  
  

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22990463
  
  Shifting the blame to a third-party company to avoid resolving the issue is completely unacceptable.
  

  The insurance coverage I purchased was through your platform under the Shipping Protection Program powered by ***********. However, after submitting my claim, I received a vague and unhelpful response stating:
  "After a thorough investigation, we are unable to approve the claim because it is not a covered loss in the Explanation of Coverage in the Shipping Protection Program powered by *** Capital."
  

  This response provides no clear explanation or accountability, and it was sent from a no-reply email, making further communication impossible.
  

  To make matters worse, **** has informed me that my package did not have insurance coverage, despite the fact that I paid for insurance through Pirate Ship. Because of this, I am unable to file a claim for the full cost with USPS.
  

  I expect a clear and direct resolution from Pirate Ship regarding this issue. As always, it is frustrating to deal with terms and conditions hidden in small print and a lack of transparency in service.

  Business Response

  Date: 03/14/2025

  Ahoy **** and BBB!
  
  Thank you for giving us the opportunity to help our customer.
  
  ****, I completely understand how frustrating this situation must be, especially when it feels like you're being bounced between parties without clear answers.
  
  What we can do is provide you with the details weve gathered so far and as much as we can obtain. As of 2/17/25, Insureshield confirmed they were reviewing your claim, and on 2/25/25, they mentioned that you can appeal the decision if needed. In order to proceed with the appeal, youll need to access the claim portal through the original filing email from 2/17/25.

  If you're having trouble logging in or accessing the portal, feel free to reach out to Insureshield directly at **************************** and theyll be able to assist you further.
  That said, the insurance process through Pirate Ship is intended to be self-service, meaning we don't have control over the claims process itself nor are we able to view, manage, or appeal any decisions made by Insureshield.
  
  I totally understand the confusion around the **** coverage, and I'm happy to help clear things up!

  Your package was shipped via Priority Mail Flat Rate, which automatically includes $100 of insurance directly from ****. However, the additional insurance you purchased through ************ is separate coverage provided by ***********, independent from *****

  To claim the $100 of included **** coverage, you can submit a claim directly on their website. We've got a helpful article that'll guide you step-by-step through this process here *************************************************************************************************

  I know this isn't the ideal response, but I hope it helps provide some clarity on what steps are available to you. Please let me know if theres anything else we can do to assist in navigating the process. Were here to help!

  Best Regards,
  ****** @ Pirate Ship

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 22990463
  
  This response is completely unacceptable. I purchased the shipping label and insurance through Pirate Ship, not directly from InsureShield. That means Pirate Ship is responsible for ensuring that the services you sell actually work. You do not get to wash your hands of the issue and push me onto a broken, unresponsive claims platform. **** has already confirmed they will only cover $100.

  I have already done my partI contacted InsureShield, attempted to navigate their terrible claims system, and tried to get answers. None of it worked. Now youre telling me to start all over again while Pirate Ship refuses to take any accountability? Thats not how this works.
  If Pirate Ship is selling ************************ then Pirate Ship needs to ensure it actually works. It is not my job to chase down a third party when the service I paid for through you is failing.

  You need to escalate this with InsureShield immediately and make sure my claim is handled properly.I am not going to be ignored or given the runaround. Fix this. Now.
  
  Sincerely,
  
  **** P ****** *********

• Initial Complaint

  Date:01/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was referred to pirate ship from a few co-workers. I was enamored by the idea of using a 3rd party shipper because of lower rates. Pirate Ship asked my to do a ID verification which I completed in less than 30 seconds. I was then told there is no timeframe and I could be waiting months for a decision. I am an African American and my 2 co-workers are white Americans. They were both asked to do ID verification as well and they were verified in less than 5 mins. This is horrible practice and someone must do something to stop this. Sending personal information over the internet and then telling the person theres no timeframe for verification is absolutely wrong. I will also be in contact with my local news outlet to speak on this situation.

  Business Response

  Date: 01/28/2025

  Hello ******* and the BBB,
  
  Thank you, as always, to the BBB for giving us the opportunity to address our users promptly and provide solutions. *******, thank you for taking the time to share your experience with us. I want to sincerely apologize for the frustration and inconvenience this situation has caused you. Your feedback is incredibly important, and I want to assure you that we take your concerns very seriously.
  
  The ID verification process is a security measure designed to protect all users, and I understand how upsetting the delay must feel, especially when your co-workers were verified so quickly. While every verification is unique and can take varying amounts of time based on the specifics of the case, I completely understand why this situation has left you feeling unheard and frustrated.
  
  I want to assure you that these delays are due to the complexity of the security review process, which is handled as fairly and unbiased as possible. That said, were doing everything we can to streamline this process and are working closely with our security team to ensure customers get the support they need more quickly. At this time, our security team has requested more time to review your account and they will reach out once they have an update. If theres anything urgent you need to ship, I recommend using **** or *** directly while we work on resolving this for you.
  
  Please know that we value every customer equally, and we are committed to fair and unbiased practices in all that we do. I truly regret that this experience has made you feel otherwise and will be sharing your feedback internally to improve how we communicate and handle these situations moving forward.
  
  Thanks so much for your patience!
  
  Best Regards,
  Pirate Ship

  Customer Answer

  Date: 01/29/2025

   
  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

  Date:12/31/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Never again. The print is lousy and I'm told it's 'clearly' my printer. ********. I have a screenshot of the item before it even GOES to my printer. Clearly.

  Business Response

  Date: 01/06/2025

  Ahoy BBB and ***, 

  Thank you for giving us the opportunity to provide the best service possible.
  
  ***, Im really sorry to hear about the frustration with your label printing experience, I understand how inconvenient and frustrating that must have been for you.
  After reviewing your case, I can confirm that the labels were created correctly on our platform, our team also created a label and shared with you the screenshot of the printing format for your reference. Printing issues like this are fairly common and weve successfully helped many customers resolve similar situations. Adjusting the settings or troubleshooting the program usually does the trick and ensures the labels print correctly.
  
  Im including a link to an article with additional information and suggested steps in case youd like to revisit the issue: *************************************************************************************************
  
  Thank you so much for your patience as we worked through this, and Im truly sorry if the troubleshooting process didnt meet your expectations. If you ever decide to give Pirate Ship another go, wed love the opportunity to provide a smoother experience.
  
  Our live chat support is available daily from 7 am to 9 pm Pacific, and you can always reach us at ******************************** with any questions.
  
  Were here to help!

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22752197
  
  I am rejecting this response because: I have a screenshot that I attached earlier before it went to the printer ahoy so keep the money and sail off into the sunset.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:12/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Not taking accountability for lost packages. *** said I have to go through PirateShip to open a deeper investigation. Pirateship says they cant do anything for me and to file a claim with their insurance company. Coincidently, their insurance company is having technical difficulties and I cant open a claim.

  Business Response

  Date: 12/30/2024

  Ahoy BBB and Keri,
  
  Thank you, BBB for giving us the chance to make things right and ensure were doing everything we can to help our customers.
  
  ****, thank you so much for taking the time to reach out to us via the Better Business Bureau, we truly appreciate the opportunity to assist in resolving this issue. 
  
  We understand your shipment means a lot to you and its always our goal to do whatever we can to assist you when mishaps happen in shipping.
  
  Weve been keeping our eye on things through the holiday and are pleased to let you know that it looks like the package in question has now been delivered as of 12/28! During the holidays, some packages can encounter delays due to the high volume, but were glad to see this one has made it. If your customer shares otherwise or reports any damage to the package, please dont hesitate to let us know so we can assist further.
  I understand that you emailed InsureShield directly at *************************** and have not heard back as of a few days ago. We sincerely apologize for the delay on their end, we completely understand how frustrating this can be. Hopefully, now that the package has been delivered, the insurance process wont be necessary, but please let us know if thats not the case so we can guide you through the next steps.
  
  We are incredibly sorry for any inconvenience this may have caused you! Providing world-class customer service is incredibly important to us, and we hope this package has arrived safe and sound. Please dont hesitate to reach out if theres anything else we can do to help!
  
  We look forward to hearing back from you! 
  
  RegaARRds,
  Pirate Ship Support 
  
  

  Customer Answer

  Date: 01/07/2025

  Hello, Im writing in response to an email I got about a claim I filed against PirateShip company. Im confused what the process is. But I would like my complaint documented for this company if this becomes a pattern. Yes, my shipment was found and delivered but that wasnt my complain and the reason I filed. I filed because this company takes no accountability and seems to be deceiving customers with their business practices.
  
  Thanks for your time,
  
  **** ******
  

  
  

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They tried to avoid filing a claim for a damaged item even though I purchased the additional insurance needed and provided by a third party through them. Once filed they delayed and continued to request the same information over and over. Once my claim was accepted and settled they never paid me the funds. They are holding back over $1500 that they have said was going to be deposited into my ****** account for a settled claim. I have received nothing and they refuse to provide me any proof or necessary information for me to try and follow up with ****** or their third party insurer.

  Business Response

  Date: 12/23/2024

  Ahoy Better Business Bureau and *****!

  Thank you for bringing this matter to our attention. At Pirate Ship, we are committed to providing the best possible support for all of our shippers, and we sincerely regret the frustration this situation has caused.

  We do our best at Pirate Ship to facilitate the claims process and to advocate on your behalf, but at times our influence is limited. Please understand that Shipsurance is a separate entity that ultimately makes all decisions about evidence and claim outcomes.

  When a customer contacts us to file an insurance claim, we gather some initial information to file the claim. This is a necessary step of the claims process and not an attempt to avoid filing a claim.

  After reviewing your claims, I can confirm that for both of your claims, once you provided the necessary evidence, your claims were filed with Shipsurance within two days. When you expressed your doubt to us about one of your claims, we provided proof that the claim had been filed with Shipsurance.

  Additionally, I see that for both claims, after Shipsurance provided their initial requests for evidence, we didnt hear back from you for an excess of 3 months despite our multiple outreach efforts. The claim process cannot move forward without the engagement of the insured.

  Finally, I understand there was a delay in receiving your claim payouts via ******. On 12/17/24, we discovered that this unfortunate delay was caused by the *** platform we use. We are truly sorry for this experience and have since implemented a new process to prevent this from happening again. Rest assured, your feedback has already made a positive impact.

  I want to confirm that payments of $1,000 and $500 were transferred to your ****** account ***************************** on 12/17/24. Unfortunately, we are unable to access additional details about the status of these transfers, so please review your account again or reach out to ****** to confirm receipt of the payments for the following transaction IDs we referenced in an email to you earlier today. 

  Once again, we are very sorry for the delay in these transfers reaching your account and any inconvenience this may have caused.

  If there is anything more we can do to assist you, please dont hesitate to reach out. We appreciate the opportunity to address your concerns.

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