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

• 

  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:12/13/2024

  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 setup my account got one label printed on the second it kept dropping the box number so I cancelled it to try again and they locked my account and want my driver's license to unlock it. So I lost money and can't finish shipping Christmas gifts. I see they have said on BBB that you are not required to show a driver's license but that's not true.

  Business Response

  Date: 12/16/2024

  Dear Better Business Bureau and *** *****
  

  Thank you for bringing this to our attention so we can better assist our customers.
  
  *** *****, We truly appreciate the opportunity to address your concerns and assist you with this matter. Were so sorry for the frustration and inconvenience this has caused.
  
  To address your immediate concern, we have refunded the disputed amount of $7.67 to your original payment method. 
  After reviewing your case, we found that an issue while printing a shipping label led to its cancellation and a temporary account restriction. This is part of our standard verification process to protect both our customers and the platform's security.

  Our records show you contacted support, and your case was escalated for further review. As part of the process, we requested additional verification, including a selfie with your ID, which helps confirm identity in situations like this. We understand your concerns, however, this step is essential to ensure your accounts security.

  We understand your concerns about providing an ID for verification, and wed like to share why this step is important, and designed with your safety in mind.
  
  Enhanced Security: ID verification ensures that your account remains secure and protects from unauthorized access or fraudulent activity.
  Fraud Prevention: This process helps us maintain a safe platform for all users by identifying and stopping suspicious activities that could impact your account or others.
  Account Recovery: Verifying your ID allows us to quickly resolve issues, unlock accounts, and provide a smooth experience when there are concerns about account activity.
  Its worth noting that ID verification is a standard security measure used by many platforms to protect customers and their accounts.
  
  To move forward, our Security Team will still need you to provide a selfie holding your ID. This step is essential to confirm your identity and ensure your account's security.
  
  If you have any questions or need support along the way, dont hesitate to reach out, were happy to help and here for you!

  Customer Answer

  Date: 12/16/2024

   
  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,
  
  ***** ***** thanks for the refund but I'll never use my ID online for anything. Companies are notorious for being hacked. 

• Initial Complaint

  Date:12/10/2024

  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.

  I sold a $500 bill on ****, I shipped the package through Pirate Ship, with insurance. Unfortunately, the package never made it. The buyer was refunded, while I was given the run around by Pirate Ship. I eventually got to a point where I thought I would be given my money back (almost 2 and a half months later) only to be told my claim was denied. I was sent two explanations of why my claim was denied, but ultimately they say its because the $500 bill is currency and not a collectible. The fact that I showed the sale, proved the value and have the **** documentation showing the package was lost, along with very well hidden guidelines for Pirate Ship to wiggle out of paying my claim is beyond frustrating. The deceptive practice of not making it easy or clear on something that sells daily on a major platform is borderline criminal. I would greatly appreciate any help the BBB can give me in getting this issue resolved and getting what I believed I was paying for, insurance, not a con job.

  Business Response

  Date: 12/11/2024

  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.

  To provide clarity, Pirate Ship partners with Shipsurance, an independent third-party insurance provider, to offer optional coverage for shipments. While we advocate on behalf of our shippers throughout the claims process, Shipsurance independently establishes its coverage terms and makes all claim determinations based on those guidelines.

  After reviewing your claim denial, the item you shipped, a $500 bill, is listed as an excluded commodity under Shipsurances Terms and Conditions. We understand how significant this loss is to you, and we are deeply sorry for the outcome of your claim. We hope the refund of the shipping label and the $200 courtesy credit from us helped you recoup some of your loss.

  We strive to make shipping insurance as straightforward as possible and always encourage shippers to review the coverage terms before purchasing. Our team is also available to provide guidance to help you make informed decisions about your shipping needs.

  Please know that Shipsurance is a reputable provider, and we frequently see successful claims resolved in good faith when the covered items meet their guidelines. While this outcome is not what any of us hoped for, we assure you that fairness remains our priority.

  Once again, we are very sorry for the challenges this situation has created. We are continually working to improve our communication to ensure that our shippers have the information they need upfront.

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

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

• Initial Complaint

  Date:11/21/2024

  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.

  I shipped a package that was damaged in transit. I bought extra insurance and filed a claim for the item. I have been given the run around with the claim not being paid. I think this insurance is a scam that is design to steal from customer with no intention of the company paying the claim.

  Business Response

  Date: 11/25/2024

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

  Thank you for reaching out on this, *******. Our goal is to support all of our shippers to the best of our ability, and we sincerely apologize for the frustration this situation has caused. I am happy to add a bit more context and information here!

  When a shipment is damaged or missing, certain procedures need to be followed as part of the claims process. Determining the valuation is a necessary component of the claims process and typically can be proven via an invoice or proof of payment.
  
  In looking into your specific situation, I see that you have provided an **** packing slip and a screenshot of the **** sold listing for the item you sold. Unfortunately, there was a price discrepancy between these submissions and the original sold listing on **** which *********** needed to better understand. This is why they requested you clarify the discrepancy and provide the complete **** order invoice.
  
  I assure you that *********** is not a scam. *********** services many companies and we see many claims get paid out as they never act out of bad faith. To that point, I was pleased to learn that *********** spoke directly with you and approved your claim for the full declared package value!
  
  We apologize for the headache that this process has given you. We strive for smooth sailing for all of our shippers, though we recognize that challenges can arise.
  
  We hope this additional context was helpful, but if anything remains unclear, please dont hesitate to reach out.

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

  
  

• Initial Complaint

  Date:11/08/2024

  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.

  Bait and switch shipping prices! This seems to be the recurring theme with most of the complaints on the BBB and should be investigated. Pirate Ship reels you in with deeply discounted rates and then does a "carrier adjustment" on the back end and increases the price! I sent a 4" piece of aluminum that weighed (with packaging) 4.8 oz, which was measured and weighed by the carrier prior to using Pirate Ship. After delivery, "Carrier Adjustment" showed the piece weighing 4lbs!!?? Charged an additional $12 and automatically pulled from my credit card. This is deceptive pricing and illegal! BBB - time to investigate these claims!

  Business Response

  Date: 11/13/2024

  Ahoy **** and BBB!
  
  Thank you for reaching out about the issue, allowing us an opportunity to help! ****, were sorry to hear about your frustration and issues you've encountered with the additional charges on your shipment. We strive to provide a transparent and cost-effective service, and I want to address your concerns directly.
  
  To clarify, Pirate Ship passes along the deepest commercially available rates and potential adjustments directly from the carrier. We do not profit from these adjustments; our goal is to ensure transparency and accuracy in the process. These adjustments are determined through robots the carriers use in their package sorting plants 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 and that the information entered is accurate - but of course robots can make mistakes which sounds like what happened here! You can learn more about this process here: *****************************************************************************************
  
  Ive reviewed your account and confirmed that one of your shipments was subject to a carrier adjustment by *** on 11/4/2024. I can also see you have already submitted a dispute to the carrier, and its currently pending - glad to see it! If the dispute is approved, the charge will be refunded to your Pirate Ship account balance, and you can then transfer the funds back to the card originally charged through our seamless refund process
  I understand how frustrating this situation can be, especially with it being your first shipment. You entered the correct weight and dimensions and expected a smooth shipping experience, and were sorry for the surprise here!
  
  I also noticed you have not yet reached out to our customer service crew - in the future, I encourage you to reach out to us with specific details of any disputed charges, and we will be happy to review the issue and 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, apologies for the inconvenience and the time you've spent addressing this issue. In the meantime, we'll keep an eye on that pending adjustment dispute, and if you run into any troubled waters, were happy to help! While the adjustment is under review by the carrier, please let us know if we can help in any way!
  
  RegARRds,
  Pirate Ship
  
  

• Initial Complaint

  Date:11/08/2024

  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.

  On 6/26/2024 I shipped a package using Pirate Ship shipping company for a item that I sold on **** for $1,565.98 (Rare Vintage Original Budweiser Clydesdale Parade Hanging Carousel Light). I insured the package for $1,600. When the package arrived at the address that it was shipped to the contents were reported as damaged during shipping by the buyer. At this time I filed a claim with Pirate Ship and they required that I get 2 estimates for repair or to get one to say that it is beyond repair in writing. They did also let me know that there is only a 120 day time limit for this process to happen. Well, to find a Buisness or even an individual qualified to inspect or repair a rare vintage item such as this is almost impossible... But, after a very long search I was able to find the 2 they requested and both stated in writing that it could not be repaired. During this time after many Emails from Pirate Ship along with the several other requests for photos and other documents of proof I was able to finally get everything they requested from me and it was sent to them by Email on day 119 and on day ********************************************************************* my research of this company and checking the many other BBB comlaints it seems as if they do the same thing to a LONG list of people... I will also say that there is no customer service by phone and the only way to contact this company is by Email. I purchased Insurance in order to cover my package and for almost 4 months I was made to jump through many hoops to the end with my claim denied... I can send any Emails, photos or documents if needed.

  Business Response

  Date: 11/12/2024

  Ahoy **** and the Better Business Bureau!
  
  Thank you for giving us the opportunity to review this experience. Our goal is to support all of our shippers to the best of our ability, and we sincerely apologize for the frustration this situation has caused. We strive for smooth sailing for all of our shippers, though we recognize that challenges can arise. I am happy to add a bit more context and information here, and I hope it helps moving forward!
  
  Shipsurance claims have a limited timeframe of 120 days, meaning all required evidence must be submitted before the claim's expiration. In this case, your claim was set to expire on 10/24. It is essential not only to provide all evidence within this window but also to comply with the insurance companys Terms and Conditions, as these must be followed for Shipsurance to accept liability for a lost package. These terms are available in several locations on our platform: they appear twice during the label creation process to ensure awareness before purchase and can also be found in our support articles on your Pirate Ship dashboard. By purchasing Shipsurance coverage, you agree to adhere to these terms and acknowledge that claims submitted without compliance may be denied.
  
  One crucial policy to be aware of is that having an item returned may result in a claim denial. While this may be standard for **** orders, it is not consistent with the coverage purchased through Shipsurance. Additionally, providing an incorrect address could also result in a denial under their policy. Shipsurance strives to act in good faith, and their willingness to work with you on this claim reflects that.
  
  On August 26th, you reached out to file a damaged claim for a shipment sent at the end of June. The claim was processed the following day, and Shipsurance sent their initial request for documentation on 8/29. This request included two repair estimates and a completed invoice. While we understand that obtaining a repair estimate proved challenging, you were ultimately able to provide one on 10/22. During this period, we reached out multiple times to remind you of the outstanding requests and the approaching 10/24 expiration date. According to the coverage terms, all necessary evidence was required by that date. Unfortunately, only one repair estimate was submitted by the 24th, with the second arriving a day after the claim's expiration. As a result, and in accordance with their policies, Shipsurance closed the claim.
  Despite the claim's expiration, we advocated on your behalf, and Shipsurance graciously agreed to re-open the claim as an act of goodwill. The new deadline for fulfilling all remaining requests is 11/15/24. Please be advised that if all requirements are not met by this date, Shipsurance will close the claim again.
  
  I know the claims process can be tedious, but we are pleased that Shipsurance has extended this opportunity and hope you can provide the necessary documents to ensure a successful resolution. We hope this clarifies the situation, and we are rooting for a positive outcome!
  We look forward to hearing from you!
  
  RegaRRds, 
  
  Leash 
  Claims Commander @ Pirate Ship
  
  

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22529165
  
  I am rejecting this response because: Hi, I Emailed the invoice / **** sales record document that you requested on 11/11/2024. Thank you...
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 11/20/2024

  Ahoy **** and Better Business Bureau!
  
  It appears that the requested evidence, for this appeal, was submitted and has led to an approved claim. We are delighted to hear that this claim had a favorable outcome!
  
  Regards,
  Leash
  Claims Commander @ Pirate Ship 

  Customer Answer

  Date: 11/25/2024

   
  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

  Date:11/01/2024

  Type:Product 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.

  JUST GIVING YOU SOME HEADS UP about Pirate ship. Please if you use this service to ship your packages do not leave your payment information on file. Perhaps I would recommend to stop using the service altogether after this company took almost $60 dollars from my account. They didn't explain why they did this if I didn't OWN ANY MONEY or any POSTAGE DUE, OR CARRIER ADJUSTMENTS. They just did. Thankfully I was able to dispute the transaction. But when I brought the issue to them and asked them to delete my account they said they will do it. Then I waited a couple of days and that account was still up. I messaged them again and they said they were on it. I continued to messaged them, and emailed them to the point that all my messages are now ignored. So be careful with that company.

• Initial Complaint

  Date:10/03/2024

  Type:Service or Repair 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.

  I can not believe that very few people have come forward to express how they have been discriminated by this company. I made my pirateship account in 8/8/24. Everything was great at first, no issues, everything seemed to be working fine. However, out of no where, on 10/1/24, i was not allowed to purchase labels anymore. The system told me to contact chat for help. So i did. In the span of 3 days, i contacted 6 different agents. Their names are ******, ***, *****, *****, ************* Why contact so many agents you ask? Because they don't respond. When i started the chat at first, i told them i needed help. They said they will review and get back to me. They never did. ******, *********** did this to me. So after this was done to me 3 times, i went on guest mode - a mode where you can chat without logging into your account. Guess what? The agents in guest mode were VERY responsive. They responded in seconds. However, they said for them to help me, i need to log into my account and they can review. The second that i did this, guess what? They stopped responding. I did a test. I repeated this process 3 more times. Agents do NOT respond to me when i sign into my account and get help, but they do when i am NOT signed in. This is an act of being pointed out and being discriminated. I have done NOTHING wrong. It's obvious that pirateship has singled me out and flagged me as "DO NOT RESPOND". How can this company have so many great reviews about customer service when this is what they are practicing? I don't owe pirateship anything & in fact, i have a $7 balance. If anything, they owe me money!Lastly, to further confirm they have singled me out, i know this because i sent them an email to the customer service email. 3 days later, no responds, despite stating they will respond within 24 hours. This company put a hold on me buying labels, they have discriminated & singled me out. I see i am not the first one to come forward about this and im sure i won't be the last.

• Initial Complaint

  Date:09/18/2024

  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.

  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

  Date: 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

  Date:09/15/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:09/12/2024

  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.

  pirateship blocked my account and i am unable to access the funds in the account nor i am able to create new labels for my business account.

  Business Response

  Date: 09/21/2024

  Ahoy BBB and ***** ****!
  
  Thank you for bringing this matter to our attention. We appreciate the opportunity to discuss it.
  
  Per our internal policies, your account is blocked from being able to buy labels. I apologize for the inconvenience this causes you at this time.
  
  Unfortunately, you have continued to receive compliance violations for your account and we are unable to reopen it at this time. This will make you unable to buy labels.
  
  We have attempted to work with you to stay in compliance so you can continue to use our platform. Unfortunately, this will no longer be possible. You can learn more by chatting with our Support team if you do not understand the current limitations on your account. 
  
  Im terribly sorry that were unable to help you move forward with account usage at this time. We do try to give customers every opportunity to work within our guidelines whenever possible. The remaining money in your account will be sent to your ****** on file.
  
  Thank you for writing in. Please let us know if you need any additional information to understand the current state of your account. We look forward to hearing back from you!
  
  Regards,
  ****
  
  

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22276499
  
  I am rejecting this response because:
  Can you tell me what compliance issues were that that i did not follow?
  Sincerely,
  
  ***** ****

  Business Response

  Date: 10/02/2024

  Ahoy Rishi!
  
  Please refer back to your previous correspondence with us to understand your compliance issues.

  Thanks so much for writing in!

  Regards, 
  Leash
  Claims Commander @ Pirate Ship