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:06/03/2024

  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 ordered clothing from a company based in ***** The order cleared customs but never made it to me. PirateShip states it was shipped and delivered on yesterday, May 26th but its a lie. The delivery was never attempted. I sit on my porch on Sundays and no delivery person darkened my door step. I asked for a refund, they offered nothing at first, then 50% and I paid for shipping insurance. I simply want my money back. They are the sender, they can file a claim but I cannot. They still refused helping get my money back. Bad business.

  Business Response

  Date: 06/05/2024

  
  Ahoy BBB and *****!
  
  BBB, Thank you for reaching out. We truly appreciate having you as an extra tool to ensure we are servicing our customers to the best of our ability. Your involvement allows us to take quick and effective action when needed. 
  
  *****,
  
  We apologize for any trouble this situation may have caused. We understand how frustrating it can be to encounter obstacles, and we're here to provide assistance.
  
  Thank you for sharing the screenshots of your correspondence. It looks like the email exchanges you provided aren't with Pirate Ship ***************** rather from ******* To ensure you're reaching out to the right place, you can contact us directly at ********************************* It looks like the tracking number mentioned isn't associated with Pirate Ship or our partners, **** or UPS.
  
  I also checked our email history and couldn't find any messages from you. Since the label wasnt purchased through Pirate Ship, our ability to assist directly with this issue is limited. However, we're eager to help guide you to the right resources or suggest alternative solutions where possible.
  
  I regret any inconvenience this may have caused, *****. Please know I'm here to assist with any other questions you might have!
  
  Regards, 
  Pirate Ship 

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21794255
  
  I am rejecting this response because: once again here a proof of your lies. You all are a shell company that hides behind ***** and ***** does not recognize you as a service provider. You stole my money, just give it back. What more proof do you need now?  Ridiculous and DO NOT solicit this business. FYI
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/14/2024

  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 have shipped a ton of items through them. I had a couple times where I had to file a claim and no problems. Sadly, this time they refuse to do the right thing. **** delivered to wrong address. I insured the item for $300. That's what it would cost to replace. Pirateship won;t pay the $400 & keeps blaming "Shipinsurance". They keep giving me bs lip service about "policy". What is the point of insurance if you try to scam customers when bad things happen? Garbage company.I am owed $300 + shipping

  Business Response

  Date: 05/22/2024

  Ahoy BBB and ***!
  
  Thank you for bringing this issue to our attention. I sincerely apologize for the inconvenience and stress caused by your package being delivered to the wrong address and the subsequent need to file a claim with Shipsurance. We understand how frustrating and burdensome this process can be, and it's certainly not the experience we want for our customers.
  
  At **********************, we act as the intermediary between you and the insurance company, Shipsurance. Our role is to facilitate label purchases and communicate between the insurer and the insured. We do not gain from any delays or denials of claims. Our goal is to support you throughout the often complicated claims process.
  Shipsurance provides additional coverage for your shipments, subject to their Terms and Conditions. Unfortunately, our ability to influence the outcome of claims is limited by the insurance company's policies. In your case, the valuation policy was the key issue.
  
  The policy states:
  "We shall be liable for the Recent Invoice value of the package and its contents lost, destroyed or damaged. In the event there is no Recent Invoice, we shall be liable for the actual cash value of the package and its contents. Claims for repairs shall be payable for the fair market costs of such repairs. In no event shall claims exceed the Total Insured Value declared prior to shipment and declared for premium purposes."
  
  Based on the evidence provided, your recipient paid $192.50. According to Shipsurances policies, they are only liable for the most recent invoice amount, which in this case is $192.50, plus the label cost.
  
  Over the past few weeks, our team has communicated this policy to you. We understand that you estimated the replacement cost to be $300. However, Shipsurance is not responsible for the replacement value of a brand-new item, only for the actual financial loss based on the recent invoice.
  
  We strive to assist and advocate for you in the claims process. We directly contacted Shipsurance to convey your concerns. After a thorough discussion, Shipsurance agreed to pay out the full Declared Package Value as an act of good faith, despite their policy only covering the invoiced amount.

  
  Please understand that this full payment was a goodwill gesture and not a change in their policy.

  
  We were so happy that we could advocate on your behalf and we hope this resolution provides some relief. Again, we apologize for the inconvenience and appreciate your patience and understanding.
  We look forward to hearing back from you!
  
  RegarRRds, 
  Leash 
  Claims Commander @ Pirate Ship 

• Initial Complaint

  Date:05/09/2024

  Type:Product 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 am being told that my package which was 70 pounds and rather large (24x24x24) is simply gone. Pirate Ship is not able to give any further information. My packaged contained several very sentimental items which I want back.

  Business Response

  Date: 05/14/2024

  Ahoy Better Business Bureau and *****!

  
  Thank you for bringing this matter to our attention, *****. I truly empathize with you about the frustration and inconvenience 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 ****** Services" 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, as the payout (of $194.83) reflects the maximum coverage limit by the carrier, there are no further funds that we can retrieve on your behalf.
  

  We apologize for the headache that this process has given you, and overall that the carrier lost your package which held sentimental items. Should you need further clarification or assistance navigating the insurance options, please feel free to reach out! We look forward to hearing from you.
  

  Regards, 
  The CX team @ Pirate Ship

  
  

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21690994
  
  I am rejecting this response because:

  I did not understand that there was insurance that could be purchased to cover theft.   I also never could have imagined that my package would be subject to theft by your carrier's employees.  I am filing a lawsuit if my replaceable items are not replaced.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/08/2024

  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.

  Going back into people's credit cards taking adjustments out without permission

  Business Response

  Date: 05/14/2024

  Ahoy Better Business Bureau and ***! 

  
  Thank you for bringing this matter to our attention! Carrier adjustments can be frustrating, especially when they are unexpected.
  

  We totally understand that these can be disappointing to receive, which is why we try our best to educate our users and suggest always carefully measuring and double-checking the weight and size of your package before purchasing labels on our website. It is not possible to turn off carrier adjustments for your account, as these come directly from the carrier and allow your package to keep traveling in the mail system instead of instantly being returned to sender due to insufficient postage. It is worth noting that although carrier adjustments can be necessary due to user error in entering package details, they can also be a carrier error due to the automated machines they use. We understand how frustrating carrier adjustments can be, and we're happy to offer the self-service option to dispute any that you believe are incorrect: *****************************************************************************************

  Providing customers with proper information and tools to be successful on our platform is our priority! I'm happy to see that you've already initiated disputes for four adjustments on your account. I'd also like to share that outside of our Terms and Conditions, we have additional resources and information carrier adjustments, as well as a multitude of other topics in our Help Center.

  We're truly sorry for any inconvenience these adjustments may have caused and are hopeful that these disputes will be resolved in your favor soon, allowing you to recover those funds.. If there's anything more we can assist with, please don't hesitate to reach out. We're here to help and look forward to your feedback!
  
  ARrrr,
  The CX Crew at Pirate Ship

  
  

• Initial Complaint

  Date:05/02/2024

  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.

  Hello,I shipped a package on 04/13, and I was charged an extra $11.54 on 04/23 saying the package weighed 22lbs. I weighed and measured the package accurately to be under 11lbs and 14x12x10 inches. This was also confirmed at the local *** store when shipped. I have shipped over a hundred packages without this issue, and this is a terrible experience as it eats away at the profit of my small store. I would like this refunded as soon as possible. Thank you,

  Business Response

  Date: 05/09/2024

  Hello ******** and the BBB!
  
  Thank you, as always, to the BBB for reaching out so we can promptly resolve any issues and continue helping our customers. Were sorry that youve run into a snag with Carrier Adjustments and would like to share more information to help prevent this in the future.
  
  After reviewing your account, I noticed three Carrier Adjustments on your Reports Page. These charges are imposed by the carrier **** or ***** to adjust costs based on whether the label was underpaid or overpaid. In this case, *** found the dimensional size of your recent package was incorrect, which led to an additional $11.54 fee. Dimensional weight pricing can be tricky because carriers charge based on the space a package takes up in their trucks. Heres an article that explains it further, along with tips to avoid these charges:  ***************************************************************************************************
  
  Given that youve only created four labels so far, the number of Carrier Adjustments is relatively high. Consider using smaller boxes for lighter shipments or calculate the dimensional weight beforehand to minimize surprises.
  
  Additionally, weve noticed youve never chatted with our crew! Utilizing the live chat option on our website (or email, if you prefer) is the best and quickest way to get real-time support from our capable band of pirates professionals. While we hope there wont be a next time, were here to help whenever you need us!
  
  Im glad to see that *** approved your dispute, and the adjustment charge has been refunded to your Pirate Ship account. You can find the balance on your Reports Page and either transfer it back to your payment method on file or use it for future label purchases.
  
  Again, we apologize for the hassle this has caused to you and your small business. We at Pirate Ship pride ourselves on world-class customer service and were always here to chat if you need anything. 
  
  We look forward to hearing back from you.
  
  

• Initial Complaint

  Date:04/20/2024

  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 bought a shipping label via pirateship and mailed the package via **** *** lost the package and I was reimbursed $100. However the value of the item in the package was $230. Pirateship filed the claim on my behalf because they said *** would not accept a claim from me directly. Pirateship asked me for the value of item and documentation- all of which I provided. I asked *** why I was only reimbursed $100 and they said its because pirateship didnt fill out a value for the item on the claim form. When I let pirateship know this they just repeatedly told me *** would only pay $100 regardless because of their contract with them. However *** is telling me if pirate ship filled out the claim form correctly they could consider paying me the full $230 but not without that info corrected. I have asked pirateship repeatedly to please correct the claim form and theyve refused so Im asking that pirateship pay the difference of $130 since theyre the only ones who can file a claim and refuse to do it properly.

  Business Response

  Date: 04/24/2024

  Hello ***** and Better Business Bureau,

  Thank you for reaching out, and I'm sorry to hear about the frustrations you're facing with this claim. Let me provide some clarity on this matter.

  All *** shipments with a Pirate Ship label come with $100 carrier liability coverage. All approved *** claims also include the cost of the label refunded. This is the maximum payout possible for *** carrier liability unless additional coverage is purchased by the shipper.

  If you purchased your label through us, you will need to file any insurance claims directly with Pirate Ship. We have a partnership with *** that requires us to handle these matters.

  Regarding your situation, it seems there was a misunderstanding with the *** representative who may not have been familiar with Pirate Ship's partnership with ***. Generally, *** provides a default coverage of $100 for damages or losses, which can be increased with a declared value at an additional cost, or through additional insurance from ***.  This may have led to confusion, especially given your experience in 2022 where you received a $250 courtesy payment from ***, which was a one-off situation and not a standard claim payout.
  

  For future shipments needing coverage beyond $100, we advise adding extra insurance through the ***** Services section when purchasing your label, or through a third-party insurer.
  

  We regret any stress caused by this process and the carriers mishandling of your package. Were sincerely sorry and are here to help ensure a smoother experience going forward.

  Please let us know if you have any additional questions and we look forward to hearing from you!
  Regards,
  Claims Commander ****** @ Pirate Ship

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21603661
  
  I am rejecting this response because:

   

  pirateship is the only entity that can file a claim for the lost package and when asked value of the item on the claim form they left it blank after asking me for documentation of the $230 value which I provided them. In order for *** to consider paying me $230 they need pirateship to complete the claim form properly but pirateship continues to refuse to do so which is why Im asking for them to be responsible for the amount.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/25/2024

  Hello ***** 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 the coverage for your claim.

  We're happy to help you out. However, to ensure a full payout for your shipment, consider purchasing the *************** of insurance coverage. Without this, the *** Carrier Liability is limited to $100, regardless of the declared value.

  Your *** claim has been successfully resolved with the maximum payout of $100 for carrier liability, plus a refund for your shipping label, as your shipment did not include additional coverage.

  I hope this information clarifies the matter for you. Thank you for your understanding.

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

  
  

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21603661
  
  I am rejecting this response because:

   

  I understand that pirateship believes $100 is the max ****** I can be paid out. However *** is telling me that pirateship left the value of the item section blank and had they completed it *** would consider paying me the full ******. I dont need pirateship to explain how things work, I need them to fill out the claim form correctly and because the continue to deflect from this request, Im asking they pay the difference of the value of the ****** which is $130. I submitted proof from *** that they are requesting the value of the item from pirateship and without it will only pay the $100.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 04/25/2024

  I understand that pirateship believes $100 is the max ****** I can be paid out. However *** is telling me that pirateship left the value of the item section blank and had they completed it *** would consider paying me the full ******. I dont need pirateship to explain how things work, I need them to fill out the claim form correctly and because the continue to deflect from this request, Im asking they pay the difference of the value of the ****** which is $130. I submitted proof from *** that they are requesting the value of the item from pirateship and without it will only pay the $100.
  

  Business Response

  Date: 04/30/2024

  Hello ***** and Better Business Bureau,
  
  Thank you for notifying us about this issue. I'm sorry for the confusion caused by ***.
  
  We reached out to *** to address the inaccurate information you received. *** confirmed that they contacted you on 4/29/24 to clarify that *** liability coverage is limited to $100 and that it is the shippers responsibility to purchase additional shipping insurance through Pirate Ship for shipments valued over $100.
  
  Although your shipment did not have additional insurance coverage, *** has approved a $130 courtesy payment. *** issued the check on 4/29/24 and will be sending it to you by mail. This is a goodwill payment from *** and is not a standard carrier liability claim payout. It will also be the final courtesy payment you will receive from ***, so I recommend adding extra insurance through the ***** Services section before purchasing your labels.
  
  Thank you for providing us with this opportunity to improve how *** communicates with shippers about the claims process!
  
  Regards,
  Claims Commander ****** @ Pirate Ship
  
  

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21603661
  
  I am rejecting this response because:
  
  I confirm that since our last correspondence *** has agreed to pay $130 but I also received a subsequent message from them stating they would not pay it. Regardless, pirateships response doesnt address the fact that they didnt fill out the value of my item on the claim form. Pirateship has consistently dodged thus fact, even though they asked me for the value of my item as well as documentation. Pirateship has also continued to ignore the fact that *** sent me an email which I attached here with my original complaint, highlighting that it was due to pirateships negligence of filling out the claim form incorrectly, that I wasnt receiving the full value of my item. I spent countless hours following up with *** and Pirateship on the matter and if *** does in fact reimburse me it will not be for any help offered by pirateship but lack thereof. Id like to continue to hold pirateship liable for their negligence and lack of due diligence in providing adequate customer service support and ask that they offer a credit of $130 for the time I had to waste writing them, ***, and now BBB in an attempt to remedy this matter.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/17/2024

  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.

  I used their service to ship my daughter ( U.S. AIR FORCE SERVICE MEMBER) a cell phone via ***** I added the insurance to cover the cost of the phone just in case something should happen. I was not aware they used a secondary company called Shipsurance for insurance. **** lost the package and paid out their end but Shipsurrance denied my claim even though **** stated they lost it and paid out.

  Business Response

  Date: 04/19/2024

  ***************** and the Better Business Bureau!
  
  Thank you for reaching out! We're truly sorry to hear that the insurance company denied your claim. This is not the outcome we hoped for, as we strive to ensure all our shippers have a positive experience!
  
  In this particular case, it's important to note that due to the nature of the product you were shipping, adding signature confirmation to your label was necessary for Shipsurance coverage. Signature Confirmation is a crucial service required for items such as phones, laptops, and similar electronics. This policy serves multiple purposes, including providing proof of delivery and enhancing security by requesting the recipient's signature upon package receipt. Their terms of coverage state that if this service is not included when creating your label, any claims that *** later be filed are unfortunately invalid. 
  
  We understand that this was not a minor loss for you and your daughter and want to assure you that at Pirate Ship we make every effort to support shippers like you throughout the claims process. Prior to purchasing insurance or completing your label we ensure that Shipsurances terms and conditions of coverage are available for you to review in an effort to enable your awareness of any limitations or restrictions that *** apply to the type of products youre shipping. If a claim needs to be filed down the line, we also serve a primary role in providing assistance in communication between you and the insurance company. That said, our ability to actually influence the outcome of a claim is rather restricted as all claims adhere to Shipsurance's policies and exclusions.
  
  Although Shipsurance's Terms and Conditions outline this policy, we're more than willing to contact the insurance company to explore the possibility of appealing this denial on your behalf. As in every other area of your shipping experience, we are committed to advocating for you to the best of our abilities. Setting realistic expectations is also part of our advocacy, and it's important to note that there's a chance Shipsurance will maintain the closure of this claim in line with their policies.
  Once again, we deeply regret that you and your daughter did not have the experience we aimed for, as our goal is to ensure every interaction is both easy, and positive. Rest assured, we will keep you updated as soon as we receive a response from Shipsurance regarding the appeal.
  

  RegarRRds, 
  Leash
  Claims Commander @ Pirate Ship
  

  
  

  Customer Answer

  Date: 04/19/2024

  What does signature confirmation have anything to do with a lost package that never arrived at their destination. The package was supposed to go to ***** and only made it to *******. **** stated they lost the package, Apple verified that the phone was turned on (stolen by a **** employee). **** Paid out $100 on their insurance claim (not the $1000 coverage through **** your website made it seem like I was getting). 

  Customer Answer

  Date: 04/19/2024

  What does signature confirmation have anything to do with a lost package that never arrived at their destination. The package was supposed to go to ***** and only made it to *******. **** stated they lost the package, Apple verified that the phone was turned on (stolen by a **** employee). **** Paid out $100 on their insurance claim (not the $1000 coverage through **** your website made it seem like I was getting). More secretive set up like youre getting insurance from the original couriers but adding loopholes in the fine print to Pirate the consumers hard earned money. Now I have a military daughter in ***** with a broken phone since January who is out $1000. 

• Initial Complaint

  Date:02/16/2024

  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 created an account with ********************** last week and unable to add my credit card info. They claim there's a debit owed on a related account, but refuse to give me the information. I don't have another account and believe this is fraud. I need for them to release the information so I can proceed with other legal action.

  Business Response

  Date: 02/20/2024

  Ahoy ****** and BBB! 
  
  We're sorry for the trouble! We reached out via email to let you know that we cleared the account in order for you to be able to purchase labels and begin shipping. 

  Feel free to reach out if you have any questions, we are happy to help you! 

  Best regards, 
  ***** from Pirate Ship 

   

• Initial Complaint

  Date:01/31/2024

  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.

  Add me to the list of customers complaining about the additional insurance provided by *********** on a shipment! I filed a claim for a damaged item that was shipped using Pirate Ship on 12/30/23 and delivered on 1/9/24. I received a $100 payment from *** for the problem (which they admitted was their fault) but NOT the $312 in additional coverage that I purchased from *********** which Pirate Ship offers on their site. The claim was denied by *********** because a Signature Confirmation is required for certain items (like the computer I shipped). They expect the consumer to read through 8 pages of terms and conditions to determine what criteria is needed to get paid for a claim.I assumed (incorrectly) that *********** would provide the same or better coverage that *** in case of loss or damage since this was the only option for additional insurance on the Pirate Ship site. If I had known a signature was required I certainly would have added that feature to my shipment, but neither Pirate Ship nor *********** alerted me to the fact that I was buying insurance that was excluded from coverage and basically useless.Pirate Ship's canned response is "you should have read the *********** terms and conditions. We included a link to it". It seems like ***********'s attitude is "we'll make sure we never pay a claim by adding conditions that nobody will check." Getting a signature on delivery would NOT have changed the fact that the package was damaged in transit and *** took responsibility for the damage. If the customer refused the package due to damage, *********** could claim the same "no signature" defense in refusing to pay a claim. It was a no win situation for **** recommend that anybody using Pirate Ship never ship anything worth more that $100 if you ever want to get paid for a claim. In my case, I should have gone directly to *** and bought their additional coverage. Instead, I am out $312 on Damaged Package Claim # *****.

  Business Response

  Date: 02/08/2024

  Hello ***** and Better Business Bureau,

  Thank you for reaching out and notifying us regarding this. Im sorry for the frustration that you are going through with this claim!

  At Pirate Ship, our goal is to provide customers with the best experience possible by opening up free access to the deepest commercial discounts available via *** and ***** With *********** claims, our role is to advocate on behalf of our shippers, but our influence is unfortunately limited. *********** is a completely separate company that we partner with to offer their 3rd party coverage as an option for our shippers. As the insurer, *********** is responsible for determining all specific claim requirements and all claim outcomes in adherence with their terms and conditions. We expect all of our shippers to read through, review, and understand *********** coverage before purchasing this optional coverage. When requested, we will help our shippers understand coverage, so they can make informed decisions for their shipments.

  In looking into your specific situation, I see that your shipment contained a laptop but did not include the ****************************** that *********** requires for coverage for these types of items. Please note that this information is found near the beginning of the terms and conditions in a brief section titled Pay special attention to the following coverage exclusions and conditions. Unfortunately, without the ******************************, *********** was within their rights to deny your claim. *********** services many companies and we see many claims get paid out as they never act out of bad faith.

  Although *** approved their liability claim, please note that *** and *********** have different terms and conditions. Specifically, *** does not require shipments of laptops to have signature confirmation for liability coverage.

  We strive to equip our shippers with the necessary tools to succeed in their shipping endeavors. One of the ways we achieve this is by ensuring that information is easily accessible during the label-making process. Before you click "buy," shippers have the option to review Shipsurances terms and conditions two times before including coverage. Shippers also have the opportunity to include the ******************************. Additionally, we aim to arm shippers with information on carrier liability and insurance coverage via our support articles.
  
  We understand that this process has been stressful, and that is the last thing that we want for you. I am truly sorry that your package ended up damaged.
  
  Please let us know if you have any additional questions and we look forward to hearing from you!
  Regards,
  Claims Commander ****** @ Pirate Ship

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21226857
  
  I am rejecting this response because:

  The Coverage Exclusions and Conditions are shown on page 2 of the Terms and Conditions and it is only OPTIONAL to view them. I realized I had the opportunity to include a Signature Confirmation, but I did not know if was required because *** does not require this additional step. If I did, I would have purchased it. I have been shipping with *** for over 30 years, so I am well aware of their Terms and Conditions. I did not expect that additional insurance offered by Pirate Ship would have more stringent T&C requirements.
  

  In addition, the recipient returned the damaged package to *** without any authorization, so even if he did sign for it, *********** probably would have rejected the claim under Conditions paragraph B. Claim Requirements:

  1. All packaging material and damaged goods must be kept in the original form as received.
  Packaging and damaged goods should not be disposed of or released to the carrier before a
  claim is completed as photographs will be required. Failure to comply will result in the denial of
  the claim due to insufficient packing.

  or possibly 3b) The recipient will take proper exceptions on the delivery receipt when any loss or damage is
  apparent at the time of delivery.    (HOW WOULD MY CUSTOMER EVEN KNOW ABOUT THIS CONDITION??)
  

  Here are the facts -

  1. I shipped a $412 computer to my customer via *** through ********************** which was covered up to $100 by ***'s insurance.
  

  2. I purchased additional insurance from *********** to cover the difference in value since additional ***-backed insurance is not offered by Pirate Ship.
  

  3. *********** coverage is SUBSTANTIALLY different than ***'s but this is not noted on the Pirate Ship website. The Terms and Conditions are 8 pages long and more stringent that ***'s for a claim.
  

  4. The customer did not have to sign for the package because I did not realize that was a requirement for insurance coverage on a computer. While Signature Confirmation was an Option on the Pirate Ship website, it was not listed as a REQUIREMENT for this shipment, which it should have been.
  

  5. My customer received the package with NO CONTENTS and returned it to *** (without contacting me).
  

  6. *** accepted liability for the loss and paid the claim quickly without any hassle.

  7. *********** refused to pay the claim because there was no Signature Confirmation for the package. Even if a signature was obtained on delivery, it would not change the fact that the box was empty upon arrival.
  

  8. I am out $312 since I had to refund my customer and I will NEVER use *********** again!

  I would like Pirate Ship to cover my $312 loss since their website did not require me to purchase a Signature Confirmation as needed for the additional insurance to take effect. In my opinion, Pirate Ship should offer *** insurance on their shipments instead of involving a third party with a 2.6 rating on Yelp and 2.8 on Trustpilot. (Those ratings seems generous to me.)
  

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

  Business Response

  Date: 02/15/2024

  Hello ***** and Better Business Bureau,
  
  Thank you for reaching out and notifying us regarding this. I am sorry that navigating this situation has been so frustrating, and I hope to provide information that will help you understand your claim coverage.
  
  Pirate Ship does not demand a shipper to obtain signature confirmation when purchasing a label because the contents being shipped are unknown to us and not every shipment would require signature confirmation for *********** coverage. That means that it is the responsibility of the shipper to know ***********'s Terms and Conditions when they purchase coverage for their shipments. This information is available to be reviewed when the shipper chooses ***** Services for their shipment and is also available a second time before the shipper purchases the label.
  
  It is also the responsibility of the shipper to communicate the *********** Terms and Conditions to their recipients to ensure that they understand what is expected from them during the claims process to prevent voiding coverage. Common recipient expectations are to report damage within 15 days of delivery, to not ship damaged items anywhere, and to not discard ************* until the claims process is completed.
  
  Although signature confirmation would not have changed the outcome of the package arriving empty, since it was required for coverage and not included, coverage was voided as soon as the shipment was given to the carrier.
  
  *** and *********** are separate entities operating with terms and conditions specific to their coverage. All *** shipments with a Pirate Ship label receive a maximum of $100 carrier liability coverage at no expense to the shipper. All approved *** claims also include the cost of the label refunded. *********** coverage can be up to $5,000 per package. This difference in coverage limits is why ***********'s Terms and Conditions contain more restrictions for coverage than the *** carrier liability.
  
  I hope that I was able to clarify this matter for you, but if not, then I am willing to answer any additional questions.
  
  Regards,
  Claims Commander ****** @ Pirate Ship

• Initial Complaint

  Date:01/21/2024

  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.

  *** shipment # ************ was insured for damage. It was damaged and claim number ***** had been issued. Pirate ship told me that they did not have a claim and yet there is a claimnumber so they're hedging we will give up on the claim. What information is available was resubmitted and the claim dates back to Dec 4 2023. We want them to pay up on the insurance the carrier was at fault at.

  Business Response

  Date: 01/25/2024

  Hello ******* and Better Business Bureau,
  
  Thank you for reaching out and notifying us regarding this so our crew could take swift action. Im sorry for the frustration that you are going through with this claim. We understand that this situation has been rather stressful, and that is the last thing we want for our shippers.
  
  At Pirate Ship our goal is to provide customers the best experience possible by opening up free access to the deepest commercial discounts available via *** and USPS  With *** and *********** claims, our role is to advocate on behalf of our shippers, but our influence is unfortunately limited. *********** is a completely separate company and is the insurer. Please understand that delaying the claims process does not benefit us in any way - and were always aiming to be your best advocate!
  
  In looking into your specific situation, I see your claim for a damaged lamp that was delivered on 12/11/23. After reviewing your previous conversations with Pirate Ship, I see youve reached out to the team multiple times over the past few weeks, but this has been via multiple emails. As our Support team provided information on how to file the claim a few times, unfortunately, there were some crossed wires as these conversations happened across different email addresses and different email chains. To avoid this and any delays in claim processing, we always recommend our shippers continue the conversation on the since claim thread. Thats also a direct communication track to the pirate working on facilitating your claim!
  
  After your claim was successfully filed on 12/22/23, I understand there was a delay in receiving messaging from the pirate handling your claim. On 1/11/24, we initiated an investigation into why the insurance team had not responded to your submitted claim until this day. We discovered the 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.
  
  Moving forward, we will make sure to continue reaching out to you with updates for your ongoing claim. Thank you for providing us with this opportunity to improve our processes, and we are crossing our hooks for the best resolution to this claim! 
  
  We look forward to hearing from you!
  
  Regards,
  Leash
  Claims Commander @ Pirate Ship