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:01/10/2024

  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.

  Printed labels using Pirate Ship software on 1/8/2024 totaling $25.21. There is a glitch in their system that causes labels to print out that cannot be scanned. This is happening with Pirate Ship software and no where else as I printed many labels the same day from another site with no problems, CS did nothing, only looked up the issue on ****** and repeated what they found, they did not look into the issue with their software, I am seeking a full refund for all of the labels that where not usable to my original payment method and I will not be dealing with them again.

  Business Response

  Date: 01/17/2024

  Ahoy ******** and the Better Business Bureau!
  
  I am sorry about the printing trouble you experienced with your recent labels! I understand that facing difficulties while trying to print a label can be frustrating, and efficiently requesting a refund is usually the next preferred course of action. While we do our best to troubleshoot printing issues when they arise, we acknowledge that they can be troublesome for our customers to resolve. While we are not printing experts, we are always happy to help our customers troubleshoot these issues in any way possible.
  
  I reviewed your recent conversations with the team and saw that you initially reached out to us requesting a refund for labels that printed incorrectly with red and blue lines. We guided you through the process of how to request a refund for those labels, and after expressing your dissatisfaction with **** timeline of the refund, we offered to troubleshoot the issue with you. After examining images of the printed labels, we suggested steps, including cleaning the print heads, but unfortunately, the issue persisted. Unfortunately, that did not resolve the issue. Later, you shared with us that Epson let you know that the issue was due to a compatibility issue between the software and the printer. Were glad to see that you eventually were able to get the labels to print successfully using a different printer!
  
  Again, I know how frustrating these situations can be, but am happy to see you were able to get your package headed in the right direction. Additionally, Im grateful to see that our support agents extended an additional credit to you due to the issues you encountered - I hope that comes in handy for your *************! If there are any additional labels on your account you are seeking to refund, please feel free to reach out and let us know. Wed be happy to guide you through the process to ensure the cost of any unused labels is refunded to you as expeditiously as possible!
  
  ********, thank you for reaching out so we can ensure your needs have been met! We pride ourselves on offering world-class customer service, and appreciate the opportunity to make sure youre set to sail. If theres anything we can do in the future please be sure to let us know. We look forward to hearing back from you!
  
  Happy Shipping!
  Pirate Ship

• Initial Complaint

  Date:01/02/2024

  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 mailed a 9 x 12" envelope, weighing less than 3 ounces and paid $3.97. Almost 2 weeks later I got a notice from Pirate Ship that ****** had adjusted it because it was actually a box, weighing much more. They charged my card an extra $15.93. I personally mailed the item and I can assure you it was not a box. When I talked to Pirate Ship they said it was entirely a **** upcharge, and that items can "stick together" and get scanned wrong This is the 3rd (but most exorbitant) after-the-fact surcharge in the less than 4 months I've been using Pirate Ship. Notably, in the ***** that I used Stamps.Com (another company partnering with ****), it never happened. I suspect a scam, but obviously can't prove it. I just want my money back since I did not mail a box and am not willing to pay for a box. I am Pirate Ship's customer - if indeed the **** is making such frequent mistakes, Pirate Ship needs to address it with **** and do due diligence by their customers. As noted previously - it never happened with Stamps.com....

  Customer Answer

  Date: 01/03/2024

  I spoke to the **** today (in person). I was told they would never issue an additional charge. (Credit card charge is actually to Pirate Ship.) They indicated grave concerns about what I reported.

  Customer Answer

  Date: 01/04/2024

  Pirate Ship notified me that **** had favorably reviewed my dispute. Pirate Ship refunded the money.

  Business Response

  Date: 01/05/2024

  ***************** and Better Business Bureau! 
  
  Thank you for reaching out about this so that we can offer more clarity and a quick resolution for you.
  
  I am sorry to hear that you received an incorrect Carrier Adjustment from ***** When you purchase labels on any online platform, both **** and *** may charge or refund you after you ship in the form of Carrier Adjustments if their systems register that the incorrect amount of postage was purchased. Though a fraustating process at times, this is not unique to Pirate Ship!
  
  When you ship with ****, **** runs each package in its network through the Automated Package Verification System. This system helps **** verify your packages for accuracy in weight, dimensions, service/package type, origin zip code, and destination zip code. If **** determines that you underpaid/overpaid for postage or used a different package or service from what you entered when buying your label, they will automatically charge or credit your Pirate Ship account for the difference. This is to ensure that your package keeps moving within the network and isnt immediately returned to you if postage is lacking.
  
  Fortunately, if you feel **** incorrectly adjusted your shipment, you can always dispute it! We know **** can sometimes make mistakes, so weve created our handy dispute portal. You can always review your Carrier Adjustment Report and dispute anything that you believe is incorrect. You have 60 days from the date you receive an adjustment to dispute your adjustment, and we typically see disputes resolved within two weeks.
  
  I reviewed both chats you had with us regarding the **** Carrier Adjustment for **********************, and see it marked as disputed, and it has now been approved! We have initiated the refund of $15.93 back to your original form of payment. Please allow up to ************************************************* your account. 
  Again, we apologize for the hassle! I hate to hear that your experience with us has not been as expected. We as a company pride ourselves on our customer experience and we try to make things as transparent as possible. If theres anything else we can do for you, please dont hesitate to reach out by responding here, or emailing us at ********************************. 
  
  We look forward to hearing back from you!
  Pirate Ship
  

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 21088452
  
  I am rejecting this response because:

  I'm very grateful for the refund. However, the whole situation is suspect.(1) Stamps.Com has the exact same set-up - they rely on the customer to weigh and measure, and sell the label accordingly - and yet in years of using them, they never upcharged me after the fact and blamed the carrier. (2) I talked to the *********** yesterday, citing the information from Pirate Ship ("sometimes items get stuck together and **** scans the wrong one") - the response was a categorical rejection. (3) I've had this happen 3 times in less than a dozen shipments over the past couple of months. That seems like a lot. (This was the most outrageous one, claming an envelope was a box.) 

  There's a lot of positive about Pirate Ship and I really hope to keep using them. I ALSO hope they will address this issue - whether it's a scam or a legitimate problem. (If it IS a legitimate problem (1) Again - it's unique to them even though other suppliers have the same product; and (2) They really should provide more transparency and support to their customers who rely on them and trust them. After all, the upcharge is charged by Pirate Ship, not ****...)

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

• Initial Complaint

  Date:01/02/2024

  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.

  On 3 December I purchased a *** shipping label from pirateship for products I sold on Etsy. The merchandise was worth $910 and the label cost $18. The package was damaged in transit, so I filed a claim with *** and uploaded all appropriate documentation. On Dec 6 I was informed my claim was approved. I spoke to *** claims department and they confirmed the claim was approved and they would refund me the full cost of the merchandise ($910) as soon as I submitted the account information and method of payment. Since I purchased through pirateship, I didnt have an account number. ********************** stated I needed to file a claim through them to receive payment, which I did on Dec 6, including the approved *** claim number. I contacted pirateship several times over the course of December, every few weeks, and they stated they were still working on it. Finally on Jan 2 they said my claim was approved for $118.I reached out to pirateship asking about the other $800, at which point they started running in the same circle of submitting claim information so they could contact ***. I called *** claims department and they confirmed they had sent pirateship the claims form on Dec 6 and were waiting for them to file the paperwork. They gave me the claim number, ticket number, and their customer service phone number, which I passed to pirateship. Pirateship appears to be continuing to run in the same circle of not contacting *** or paying me for the claim.I simply want pirateship to send me complete payment ($928) for approved claim for packages damaged.

  Business Response

  Date: 01/05/2024

  Hello ****** and Better Business Bureau,
  
  We appreciate you reaching out to us on this. Were sorry for the frustration that you are going through with this claim and the payout amount!
  
  I understand that you had a conversation with a *** representative who stated that you would be receiving the full invoiced value of $910 + shipping costs. As part of Pirate Ships contract with ***, all liability claims for labels purchased through our platform must be started directly with our team - contacting *** directly puts you at risk of speaking with a representative unfamiliar with how *** handles claims for shipments sent through our site given that we and other third-party platforms like Pirate Ship operate in a specific *** program. Unfortunately, we can confirm that unless additional insurance was added to a *** label purchase on our site, the shipment would only be covered for $100. I align with you that it is frustrating to see a payout for the liability amount of $100 + shipping costs when you were expecting the full merchandise value. 
  
  We reached out to our *** rep to further investigate the claim that was initiated with their insurance team, and try locating the details of your conversation regarding the payout amount. Unfortunately, they confirmed that the maximum payout of your approved claim was $100 plus the cost of your label. While their team did advise you to reach out to us with your *** claim number, there is no record of this claim being approved for more than $118.54, the maximum coverage amount.
  
  
  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," you have the option to select a carrier to purchase your label from. When selecting the *** carrier as you did for this shipment, you will notice that the package is only covered for $100. If you want to add additional insurance, you will need to do so when creating a label in the "extra services" section. Additionally, we aim to armor shippers with information on carrier-provided coverage maximums via our support articles regarding package insurance. 
  We understand that this process has been stressful, and that is the last thing that we want for you. Filing through Pirate Ship saves our shippers a lot of that hassle and confusion as we have an entire team dedicated to that process. That being said, I am truly sorry that your package ended up damaged like this. 
  Please let us know if you have any additional questions and we look forward to hearing from you!
  
  ARrrr, 
  Claims Commander ****************** @ Pirate Ship
  
  

• Initial Complaint

  Date:12/10/2023

  Type:Order 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.

  Someone used this company to send me mail from ******** ** to ********* which is only ******************************************************** **** **, then ******* **, then ******, ** over 3 days making a trip of 189 miles! ** a time where we are needing to switch to electric vehicles to help with global warming and pollution, it seems so wasteful and puts a lot of extra strain on **** employees during the Christmas season. I'm sure the extra wages, gas and effort are passed onto the public in higher **** fees just so this company can profit. The businesses using this company should be ashamed.

  Business Response

  Date: 12/15/2023

  Hello ****** and the Better Business Bureau,
  
  Thank you so much for reaching out. We completely understand the concern with the distance this package traveled, and we are always looking for ways to make our business and our carriers more eco-conscious.
  
  When mail carriers deliver packages, it's not always a straight line point-to-point delivery system. Most carriers like *** and **** have central distribution hubs that packages are routed to for sorting, and from there they get sent back out to their final destination - so it's pretty common to see a stop along the way.
  
  We know this doesnt seem like the most eco-friendly way to ship a package if youre just looking at a single shipment, where it would make more sense to make the single drive from Chehalis to ******. However, these carriers are never shipping just a single package - this shipment was loaded on a truck with dozens to hundreds of other shipments, both on the way to the distribution center and then on the way to the *********** in ****** to get distributed out for local delivery.
  
  That said, we have seen carriers send packages on longer routes in the past. When a shipment is really going out of its way, it's usually due to weather or local mail facilities being too overwhelmed with other packages. This can happen a lot during busier times of the year, especially around the holidays. Its also always possible there was a sorting mistake. With this said, we feel terrible that meant this shipment ended up taking the scenic route!
  Wed be happy to take a closer look at this shipment in particular to see if anything out of the ordinary happened. Unfortunately were not able to look that up in our system without a tracking number - if youre able to provide that, wed be happy to do more digging and reach out to our contacts at **** to ensure that this delivery was in line with their standard processes. 
  
  Again, we are so sorry for the inconvenience on that longer shipping route. We completely understand the frustration here. We  just want to assure you that routes like these are common with most major carriers, and that this is done in an effort to limit the number of trucks on the road while providing efficient service. 
  
  Pirate Ship always strives to provide world class service to our customers and recipients. If theres anything else we can do here, please dont hesitate to reach out either by responding here, or emailing us at ********************************* If you can provide the tracking number for the shipment in question, wed be more than happy to do some more digging here! 
  
  We look forward to hearing back from you, and hope that this provides some insight into the tracking updates you saw for this shipment! 
  
  ARrrr,
  Pirate Ship
  
  

• Initial Complaint

  Date:12/09/2023

  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.

  On November 8th, 2023 I had my personal computer shipped from *********** to *********, **. *** had informed me that the ** was damaged during transit and they did not complete the delivery to my address. The ** was insured for $3000. The ** was sent back to the shipper, when I expressly told the shipper to ship it back to me. The ** metal frame, glass, motherboard, and GPU (essentially all of the sensitive computer components) have been damaged beyond repair. The claim number I received from the shipper is #****. Since the shipper is refusing to complete the claim on my property, I reached out to Pirate Ship directly with no resolution from them.

  Business Response

  Date: 12/15/2023

  ************* and Better Business Bureau,
  
  Thank you for reaching out! Im so sorry to hear about the trouble youve run into with this shipment, and the lack of communication from your shipper during the claims process. Our Privacy Policy restricts us from sharing account information, including any ongoing insurance claims, with anyone other than the account holder. 
  
  We understand the frustration you're experiencing. After reviewing your previous interactions, it appears that your shipper has become unresponsive regarding the claims process and updates. Unfortunately, our ability to intervene directly is limited though we genuinely wish we could offer more assistance in this situation.
  
  At Pirate Ship, we assist in facilitating claims, but the final decision on insurance claims lies with the carrier or our third-party insurance provider, ***********. We diligently collaborate with them, providing requested evidence to ensure a swift and positive claim resolution. However, delays can occur when the account holder is unable or unwilling to furnish the required information, slowing down the entire process. We rely on our shippers to comply with the terms and conditions of the purchased insurance as much as we rely on the underwriting company to review and process those claims.
  
  While it sounds like your shipper hasnt been able to assist in providing updates here, we would still recommend reaching out to them. They will have the most up to date information provided by the claim underwriter and our insurance team. We regret not being able to offer more insights, especially considering the lack of information from your shipper's end.
  
  Pirate Ship has always taken pride in our world class customer service, and we're disheartened by our inability to provide a more effective resolution for you today. Were crossing our hooks that you and the shipper are able to collaborate soon and get you this claim information! 
  
  ARrr, 
  Leash
  Claims Commander at Pirate Ship

  Customer Answer

  Date: 12/16/2023

   
  Complaint: 20982993
  
  I am rejecting this response because:   The shipper has contacted Pirateship and they are rejecting said claim.  I have screenshots from the shipper rejecting the claim and them trying to get out of paying the claim.  

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

  Business Response

  Date: 12/18/2023

  ************* and Better Business Bureau,
  
  Thank you for your response!
  
  As we mentioned in our previous response, we are only authorized to share the details of the claim with the policyholder. Its important to note that Pirate Ship is not the insurance company, and delays in the claims process typically result from the insured being unable to fulfill the insurance companys requests. However, we want to assure you that we are actively working with them on this claim! To get the latest updates on the claim, we suggest that you directly contact the insured.
  
  We appreciate your patience on this matter as we understand that this process can be time-consuming.
  
  ARrr,
  Leash
  Claims Commander at Pirate Ship

  
  

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20982993
  
  I am rejecting this response because: I emailed *********** as well and they refused to update me on the claim.  I have proof that this is my property as I purchased it.  I have not heard from the shipper and every time I reach out he states "He's done everything he can."  I also have screenshots of him saying that he won't get a repair estimate.  The computer is damaged beyond repair as stated before.  
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started using Pirateship about 9 months ago, I heard they were fair with good rates. I joined Etsy about 2 months prior. When business started picking up I started sending more packages through Pirateship. I was busy crafting and trusted PS but then the complaints from my customers that they never received their package and they received another package from me often times 2 other packages meant for others but not theirs. I lost everything. I lost the money shipping the wrong package, I lost the contents of the package and then I lost replacing and reshipping the correct packages, lost thousands. Etsy suspended me without ever knowing this, never responded to my pleas to stop draining my account issuing my money back to customers who all received their packages, they took it all away. They refunded all 30 customers by withdrawing hundreds daily unauthorized from my account. I lost my job, I lost long term customers, I lost my buyers faith, I lost thousands and thousands of dollars on mis sent packages. I am still sitting her all night finishing customer's orders because they should have their order. I lost everything When I addressed PS with all the proof from how they changed every address I entered and did it right before i would print the label they blamed me for not checking again! No apologies, no refunds, they ran away, blamed me and never responded just like Etsy so far. Beware guys, if given the opportunity they will drain you and never look back to how they destroyed someone's livelihood.

  Business Response

  Date: 12/15/2023

  Hello **** and Better Business Bureau,
  
  Thank you for reaching out - we want to start by  apologizing for the frustration here. Having a package mis-sent is always an awful experience, and we feel terrible you've run into this so often. We understand how distressing this experience can be and continuously work to enhance our Address Validation system in collaboration with our partners.  The address that's displayed before you hit the Buy Label button should always match up with the address that prints. If thats ever not the case, it's because the address provided failed to validate, and we'll want to make sure that label gets refunded. Our team is always available to help figure out what happened - all youll need to do is chat with us and were here to lend a hand.
  
  In reviewing your conversations with our team, I see that our team was able to walk through all of the features used to help input addresses, and how to double-check those addresses are correct before finalizing your purchases. Were also seeing several credits for mis-shipped labels, including a credit to try and help cover some of the lost items. Going back through the recent examples, we are seeing that the address listed on the Shipment Details page does match the address on the label. This means that the system was able to generate a label for the address that was listed when the label was purchased. These packages were delivered as addressed, even if the address wasn't the intended one. Sadly, this removes our ability to file insurance claims here, since the carrier will consider the delivery as successfully completed.
  
  Regarding recent similar issues, we've reached out for more details but haven't received a response from you yet. Providing tracking numbers and intended destinations for those shipments would enable us to investigate further and offer potential solutions. Additionally, I see weve suggested reaching out to carriers to intercept incorrectly addressed shipments and offered assistance in covering reroute fees, understanding the frustration of having to reship packages.
  
  Again, we are so sorry for the frustration and experience those shipments have caused. Pirate Ship has always taken pride in our world class customer service, and I feel terrible that we havent been able to get you a better resolution already. We look forward to hearing back from you, and hope to work with you to get these issues resolved and solve this into the future! 
  
  We look forward to hearing from you! 
  Pirate Ship

• Initial Complaint

  Date:10/23/2023

  Type:Billing 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 used a third party company, Pirateship, to ship 11 packages via **** The exact weight, measurements, dimensions were listed when I bought $469.55 in shipping labels plus pickup. These shipments were sent on 10/9/2023. On 10/17/2023 I had a charge of an additional $132.50 for many, many bogus reasons. Dimensions Changed, handling longest side was added, weight was changed, and anything else they could throw in. These were weighed and measured. If you review *********************** that was the only one that stayed the same but I was charged the $12.75 as in all orders. No where when I went to get the rates did it flag or notify me of any potential Additional Handling. This is the very thing of taking advantage of a customer. I personally weighed and measured each one. These were 4 x 6 mats rolled 4 and each measured 18. I cannot get the spreadsheet all uploaded but they can look or contact pirate ship. NOT TO MENTION *** CHANGED THE *** CODE FROM ***** TO *****. They all Shipped from *****. Pirate ship is the one who debited my account and they need to pay it back. Surcharge Adjustments (***)When you ship with ***, carrier adjustments may come in the form of Surcharge adjustments. *** has an extensive list of surcharges that apply to all shipments in their network. Similar to ***** *** has an internal system to verify your packages for accurate:Weight Dimensions *********** Destination Zone ******** *** also imposes many other surcharges on top of verifying you entered the correct package and address information. A few examples of other carrier adjustments you might see when shipping with *** on Pirate Ship include Saturday Delivery, Additional Handling, and Extended Area surcharges. Am I at the whim of ***? Note: When *** adjusts a shipment, they also charge a "Shipping Charge Correction Audit Fee." If the total adjustment *** imposes on your shipment is under $10, this correction audit fee is $1. If the adjustment is over $10, the fee becomes $2.

  Business Response

  Date: 10/25/2023

  ***************** and the Better Business Bureau,
  
  Thank you for bringing this matter to our attention! Carrier adjustments can definitely be frustrating, especially when they are unexpected! 
  
  Carrier adjustments come directly from the shipping carrier and are not unique to Pirate Ship. When you purchase shipping labels online, both **** and *** may charge you after you ship in the form of Carrier Adjustments if the information you entered for the label doesnt match the attributes of the package they receive. These charges will appear in Pirate Ship within your individual shipment links, and you can see all of these charges listed in your Reports / Carrier Adjustments page. With that said, if you believe that these adjustments made by the carrier were made in error you definitely have the ability to dispute them on Pirate Ships website.
  
  In reviewing your previous conversations with our support team I see we have talked about a few of the adjustments that have impacted your shipments - with the majority coming from package dimensions being changed by ***. I saw there were also a few zip code change adjustments as well, but those have not contributed to any price adjustments. Though we discussed how to submit disputes in a recent conversation, I saw not all of these adjustments have been disputed yet - so we went ahead and submitted those for you! 
  
  Looking ahead - were eager to hear from you on our last email seeing if you have any photos you can provide to help bolster your case with ***. Generally one of the most frequent reasons we see customers incurring this type of adjustment is due to the use of internal dimensions that are listed on the outside packaging by packing producers when creating a label, rather than the actual exterior dimensions! That said, we have also just seen that carriers robotic systems make mistakes that are easily solved ??
  
  Again, we apologize for the trouble that these carrier adjustments have caused. We pride ourselves on world class customer experiences and being able to help our customers however we can - and we look forward to hearing from you and solving this! 
  
  Happy Shipping!
  Pirate Ship

  Customer Answer

  Date: 10/25/2023

  
  What you are stating does not hold true. You cannot roll a 48 mat all the same, shrink wrap, zip tie, and put extra weight in just because all scales are not created equal. 10 of the 11 packages were handling the longest side was added  Additional handling.  How can you allow that when it was 48 all along?  1of thr 11 shipments they charged for an address change.  In order to ship and get a label paid for you must have the correct information there or it will reject and you have to correct  
  Everything you are saying is putting the monkey on UPSs back but I purchased from you and your system failed me  I have 13 more I must ship and I assure you this time as I label each package it will be video taped to show the dimensions and everything  Finally, it changed every zip code not one or two as you stated  of the 11 packages they changed 10 to ************** and the one they changed the address they changed that zip code to the receiver of the package  
  
  UPS needs to issue you a credit and you need to credit me immediately. This is not a small amount Ive spent with you and to add 35% overall is a ton of money to me. 
  I need this resolved immediately and assure you again I will video every single shipment from here forward. You need to hold your vendors accountable!
  Sincerely,
  
  *************************

  Business Response

  Date: 10/30/2023

  ***************** and BBB. 
  
  I understand the frustration and confusion given the differences in adjustments from **** Were here to help advocate for you in this process, but unfortunately we dont have any impact on the adjustments *** makes to your packages!
   
  That said, all of the *** Carrier Adjustments that youve received have been disputed on your account. Well now work with *** to resolve this for you. We typically see disputes resolved within two weeks! In the meantime, you can keep track of it through your Shipment Details page, or your Carrier Adjustment Report. 
  
  We are still looking forward to receiving a reply to our email! Any pictures you can provide will bolster your case.
  
  Happy Shipping!
  Pirate Ship
  
  

  Customer Answer

  Date: 10/31/2023

  Go back and look at exactly the report that shows all the explanations. Zip codes were changed and of the 11 packages 10 were charged ***** each and one at $5.00. Thats absolute nonsense. Dimensions were all the same and even the ones they didnt change still charged $*****. I am your customer and you need to rectify this. There is no rhyme or reason to this ridiculous add ons.  For you to allow any charges to be added for what has no merit is strictly bad business on your part. Oddly enough, I just shipped last week another 11 identical packages through a different platform and confirmed beforehand there would be no additional charge. Perhaps you as the business to me needs to negotiate with your business partner, **** You can run your business anyway you want but your responses are absolutely unacceptable. I sent pictures once. Do your own footwork and go line by line and take it up with **** as I have taken this wrong doing up with you, the company who provided me this service. Its disgusting how you allow things to run amuck and slam customers with huge fees. 

  Business Response

  Date: 11/06/2023

  Hi ****** and the BBB,
  
  We wanted to reach out here with some good news! Your adjustment disputes were approved, and you'll see that credit on your Pirate Ship account now! You can check your balance over on your Reports Page, and can get those funds sent back to your original payment method if that works better than account credit.
  
  We were able to work directly with *** to get those adjustments disputes approved, but they do have a habit of sending out those Additional Handling charges for packages with unbalanced dimensions like these. Just so you have all the tools at your disposal in the future, I'd recommend taking a look at the Irregular Package article we have, as well as the Article from *** on avoiding those shipping charge adjustments! I know those are some of the most frustrating adjustments we see from our carriers, and I'm so sorry about your experience with these!
  
  We did reach out in the hopes of being able to expedite these adjustments disputes further, but sadly our team never heard back from you! I wish there was more we could have done here - but we're so thrilled to see these disputes were approved!
  
  If you have any questions or if there's any additional help we can provide with future shipping issues, don't hesitate to reach out!
  
  Happy Shipping!
  Pirate Ship

  Customer Answer

  Date: 11/07/2023

   
  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:08/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account is ********************** I was grossly overcharged for shipping. I have receipt from *** stating my package was below the label I purchased, which clearly there would be no way if the measurements they sent would even be possible it could weight what *** states in receipt ACCORDING TO SCIENCE. I got charged for 22lb label when I purchased 6lb label and the package states from *** receipt was only 2 LB in total. Absolutely insane the thieving they get away with. I need my money back without waiting for months for this claim to be approved I need money RIGHT THIS MOMENT to pay my rent and make sure to reimburse me for already overcharged initial weight too. Not just $20 you last charged me.

  Business Response

  Date: 08/23/2023

  Ahoy ***** and the Better Business Bureau!
  
  Thank you for bringing this matter to our attention! Carrier adjustments can be one of the most complicated aspects of shipping for your business, and Im glad were able to help explain the information that *** shared regarding this particular shipment.
  
  When a carrier notices that a package has a label with inaccurate measurements or information while in transit, they will charge the difference between the paid postage and the actual postage owed. This is a tool carriers like *** utilize to keep your package moving in transit as intended, as opposed to returning the package back to you immediately due to lack of postage.
  
  In cases such as yours where the dimensions of the package are determined by *** to be larger than reported on the label, you may be subject to a Dimensional Weight adjustment. Essentially, all shipping carriers will calculate the amount of space a package takes up in their vehicle vs the actual weight for large, light-weight shipments, the higher Dimensional Weight is what is used to calculate postage. Pirate Ship automatically calculates the correct postage when Dimensional Weight is applicable to your shipment, provided that the correct dimensions are entered while purchasing your label. However, if the actual package dimensions are different that what was entered on the label, the carrier will charge the difference as a carrier adjustment. Weve got some great articles on our website that further break down Dimensional weight, as I know it can be a tricky issue if you are unfamiliar with the shipping practice: ***************************************************************************************************
  
  I have reviewed your conversation with our support agent regarding this adjustment, and Im glad to see that you were able to submit a dispute through our portal! We offer this dispute feature just in case the carriers we rely on make some sort of mistake. Now that the adjustment has been disputed with the carrier, Pirate Ship will email you regarding their decision in 1-2 weeks.
  
  We apologize for the headache! Figuring out why certain adjustments are levied can be difficult, but we are glad to see that your dispute is already pending with ***. Please let us know if you have any questions or concerns in the meantime.
  Well be keeping an eye out, and we look forward to hearing back from you!
  
  Best Regards,
  **** from Pirate Ship

• Initial Complaint

  Date:08/04/2023

  Type:Order 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.

  PLEASE PLEASE PLEASEEEEEE CHANGE YOUR CARRIER FROM SHIPINSURE! THEY ARE RIDDLED WITH COMPLAINTS, DODGE PAYOUTS, AND ARE NOT HELPING YOUR CUSTOMERS! WHY STAY WITH A COMPANY THAT IS ENGAGING IN DECEPTIVE PRACTICES WHEN YOU HAVE SO MUCH POTENTIAL!? WE DON'T HAVE A CHOICE TO CHOOSE OUR CARRIER INSURANCE. That's on you, as a business. Give us better options, at minimum. There is virtually no reason for us to pay for SHIPINSURE considering they won't payout 99% of claims. They run you in circles, only to decline most claims. Give us better options. Leave SHIPINSURE. Give us the option to insure with the company of our choice! I abandon most of my claims because they continually, arbitrarily ask for the same stuff, and over a very lengthy period of time (a month and beyond)... only for all that work to be in vain. It makes zero sense to stick with them, and not give your loyal customers better options, especially when we are the ones having to pay for this substandard service. Your customer service does not align with their principles/actions. I can only ever seem to get payouts in under 100, if I have not given up when it becomes a game of cat and mouse for the same already sent information. It's exhausting. They have us declare the full value, only to try and payout less. PLEASE LEAVE THEM. Save your reputation. They don't care.

  Business Response

  Date: 08/10/2023

  Ahoy BBB and ******!
  
  Thank you for reaching out so we can help. I apologize for the inconvenience this situation has caused you, ******, and I hope that this response can help clarify some of the issues you noted.
  
  Firstly, we completely understand the frustration youre feeling with your recent *********** claim denial. We truly hate to see this, however, its worth noting that the reason for this particular denial is due to lack of evidence pertaining to terms and conditions common among most insurance providers. *********** is currently the only third party insurance provider whose coverage we offer as an option and we have no plans to work with an alternative insurance provider at this time. That being said, Ive reviewed this recent claim along with your previous *********** claims and would love to provide some further context!
  
  On 7/11/23 you emailed Pirate Ship to file a claim for your damaged *** package with $200 worth of insurance through our third-party provider, ***********. Your message indicated that you were familiar with the filing process for *********** coverage, including Pirate Ships role of advocating on your behalf. Our customer service and in-house insurance teams helped collect the required evidence per Shipsurances terms, however, *********** was still in need of an invoice or sales receipt for the items shipped. An email sent from our insurance team on 7/24/23 requested the outstanding evidence along with confirmation as to whether the items were sent as a gift, in which case a sales receipt might not be applicable. You then confirmed that all items included were sent as a gift. Unfortunately, *********** denied the claim on 8/2/23 per their terms, citing that Shipments of gifts are not excluded, provided they have a pre-shipment Recent Invoice or Recent Appraisal, and our team reached out with this update.
  
  Although *********** previously approved a similar claim for you on 5/16/23, it was not without extra efforts on our behalf, which pushed *********** to make a one-time exception for you. We were thrilled to see their approval, but at that time, you were cautioned that the requirement for an invoice, sales receipt, or recent appraisal was absolutely required for all future claims. It was also communicated to you at that time that *********** is very unlikely to make exceptions for claims involving gifts without receipts or appraisals moving forward.
  We are truly sorry that *********** wasnt able to make an exception for this claim, however, please know that Pirate Ship is still in your corner! A member of our insurance team will reach out directly to discuss your options for potentially appealing the claim decision. We look forward to hearing back from you!
  
  Happy Shipping,
  Lead ***************************

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20423651
  
  I am rejecting this response because: one, they pay out the small claims, but rarely pay out more than $100. I realize it's the only provider YOU CHOOSE TO USE, but they DO 100% ACT IN BAD FAITH, in my personal, humble opinion. They tie things up for weeks, constantly asking for the same information. It's tiresome. Pirate used to have us go get the sold values, for which I sent in this claim... and again, were denied. These items are years old. ****** will give a very complete picture of their current value across many platforms. I sent that to you. ADDITIONALLY, I had a $100 bundled in from **** No offered to even file that, and per *** policy, it would be YOU who has to file with **** I was given a nope, sorry... I sent 4 photos with the current value for the 3 items, per what used to be your policy... go find sold or posted (if sold is not online as mercari/ebay have started pulling past sold down for viewing). I, then, was asked for more photos showing value, and sent an additional 3 more. Once a total climbs too high, even if we paid for the proper amount to cover our items in case of loss/damage, SI DECLINES TO PAY OUT. A friend's package TO ME just 2 weeks prior was lost in *** custody, and SI DECLINED THE CLAIM, CITING THE SAME REASONS... GIFTS. The whole box was lost, and proven. Insurance was $200. She was given a solid NO, and I sent her to BBB, where *** responded with steps to help rectify. SHIPINSURE chastised her, instead. HOPEFULLY EVERYONE CAN SEE HERE... FOR THINGS YOU SEND TO FRIENDS AND FAMILY... YOU BETTER GET AN APPRAISAL. PIRATE NO LONGER ACCEPTS ONLINE VALUES FOR SI. OTHERWISE, DON'T SHIP PIRATE. Ship **** directly, or *** with their insurance. Sadly, it seems the risk is beginning to outweigh the savings when we, as collectors, need receipts for 4/5/10 year old purchases, or to go find an appraisal from a place which doesn't exist (no one is appraising the values of candles as a professional gig). So, you're ***. SI wasn't this bad. They've grown to be so arbitrarily ruthless towards its customers. We pay for insurance that is useless in the long run. At least others will see why this is an issue. At minimum, PIRATE COULD AT LEAST FILE MY *** CLAIM SINCE THERE IS NO APPEALS PROCESS ON SHIPINSURE. I realize whoever responded to this review is no one making decisions at pirate. So, I'm not mad at you. I hope the powers that be at PS opt for a better insurance *********** is not the only provider in the market. They just happen to be the most disliked, and distrusted, with the highest complaints. Pirate was always kind, but I feel unless there's some money at play not known to the common consumer, them pairing with a company not providing the paid for service is a bad idea. As stated, previously... you have emailed me to send me to get SOLD values/current listings when I stated I didn't have receipts. If that has since changed, your emails have yet to indicate this change. At least file my claim to *** for the bundled $100, and I'll not pay for SI going forward. TY. 

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

• Initial Complaint

  Date:08/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  7/21/2023 I Used their shipping platform to ship a package through **** I purchased $250 insurance through their website to cover the package. *** lost the package. When I filed a claim through PIRATE SHIP, they told me it would take 2-3 days for the claim to go through. After that time period expired, I heard nothing from them. I contacted them again and they said it takes 5-7days for the claim to go through. After the 7 days have expired, I contact them again and they tell me it will take a few weeks for the claim to go through. I feel that I have been scammed on this insurance.

  Business Response

  Date: 08/04/2023

  Ahoy BBB and ***********************!
  Thank you for reaching out so we can help! I apologize for the inconvenience this situation has caused you, *****, and I hope that this response can help clarify some of the issues you noted. Insurance claims in general are a pain to have to file, and after reviewing all of your conversations to date, believe I found the point of confusion in our conversations! 
  On 7/26 you emailed Pirate Ship looking to file a claim for your missing *** package with $250 worth of insurance through our third-party provider, ***********. Upon submitting your insurance claim, you were told that it would take 3-7 business days for your claim to be officially submitted. Once filed, it would then take 2-3 weeks for *********** to process your claim. This is dependent upon whether or not further information is required from *********** in the decision making process.
  
  The following week we reached out confirming your claim had been filed, and our insurance team restated the timeline of 2-3 weeks for *********** to make a final decision. Shortly thereafter I saw you reached out noting 7 days had already passed and there was some confusion that the claim had not been finalized.
  Unfortunately I believe the two timelines given to you and expectations on what those meant were confused. After initially submitting your claim Pirate Ship will process it and file with ***********. This is the first 3-7 day timeline. Afterwards, we typically see *********** finalize their decision or make any additional requests within 2-3 weeks. This second timeline/function of the claims process is sadly out of our hands, and we of course always hope it goes as quickly as possible and will keep you in the loop along the way! 
  The good news is that I have personally reviewed your claim and it is in progress, we are just waiting on an update from *********** which I expect will happen soon. Rest assured that as soon as we have more information from them, we will reach out to you!
  
  I appreciate your patience during this process, and thank you for the opportunity to add some clarity to a frustrating situation. We pride ourselves on world class customer service, and we apologize if things were unclear relating to the insurance timelines. We will be keeping a keen eye out for your claim and will let you know as soon as *********** gets back with us.
  
  We look forward to hearing back from you!
  Happy Shipping,
  JP, Customer Support Manager @ **********************