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:06/28/2023

  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.

  Well there was always issues with *** making false claims. I got frustrated and I did use not so nice word choice. They gave me a warning and I stopped and didnt use they strong work again. I have the emails to prove that. They all of a sudden they stopped messaging me. And then after 3 days of nothing back they just voided my labels and blocked my account. ********************** lied and I dont understand why they did what they did. I mean i get it if Im in the wrong with the false claims and then I was using abusive language. But the claims were false and I had the photos to prove that it was wrong. There is now reason why my account should be terminated. Why would I continue to do something when they gave me a warning. So thats just profe that they just made up some excuse to try to end my account

  Business Response

  Date: 06/28/2023

  *************** and Better Business Bureau!
  
  Thank you for reaching out to us on this. Our Privacy Policy has strict guidelines regarding disclosures of customer information to third parties, so we are unfortunately unable to dive into specific details regarding this incident.
  
  I am able to share that our Terms and Conditions state under "Personal Conduct & Customer Support" that we reserve the right to ************** customers in the event of "abusive, mean or nasty" behavior. As a company we have an obligation to safeguard the psychological safety of our front line customer support employees. Unfortunately in this instance even after intervention, we were unable to come to a place with this customer that meet the expectations of our terms and conditions.
  
  I can assure this customer and future customers in a similar situation that you will retain access to your account for reporting and tax records purposes. As well, we will fulfill any obligations we have on behalf of the customer as it relates to facilitating carrier adjustment disputes and insurance claims for the duration of the period those are viable.
  
  We never look forward to situations like these arising, but I hope the background we are able to share through this platform is helpful to resolving this complaint.
  

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20251189
  
  I am rejecting this response because:****

  There has been no way or explanation on what word choice that violated the policy. I asked kindly as after there was a warning there was no abusive language. So who ever made this decision didnt look at the right information. 
  
  Sincerely,
  
  ***** Carolina ****

• Initial Complaint

  Date:06/21/2023

  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've been a customer for years without incident. I've never had a claim or an issue until now.I shipped an air pillow machine via *** using Pirateship and insured it for $700.00 On June 7th it was delivered to the customer broken. The box was damaged and I followed all of the instructions Pirateship asked me to follow. I contacted them immediately. I provided them with every picture, every document, every screenshot , proof of EXCELLENT internal and external packaging. This box EXCEEDED *** shipping guidelines. I've been in business for 25 years. There is NO WAY that this claim should not be paid out. Now they are ignoring me completely. They said 2-3 weeks and its been 2 weeks and I haven't gotten a response. The customer just filed a chargeback because she feels she's getting the run around and is going to force a return through ***** I reached out again out desperation to Pirateship asking if they could move this along and pick up the package or ANYTHING and I was totally ignored.This last attempt to reach out was through ******** and I was told by (****) they didn't have an account with my email address. I've attached a screenshot and email correspondence. This is total FRAUD. They never had an intention of paying out a claim. And now because of Pirateships neglect if that customer mails that box back it voids the insurance according the pirateship terms. But I can't force her to keep it, she's complied with all requests and 2 weeks is enough. Pick up the box Pirateship and issue my check so I can refund the buyer! See. that's all they have to do is wait it out. If they drag their feet they know that a customers patience is not going to last forever. Eventually they're going to just file a chargeback and force the return. and they're off the hook. I have weeks of emails back and forth requesting ridiculous amounts of pictures and I've complied 100%. According to their Terms this is supposed to be covered and in a timely manner. Proof attached.

  Business Response

  Date: 06/22/2023

  Ahoy Better Business Bureau and ******!
  
  Thank you for reaching out and notifying us of this problem so our crew can take swift action. Im so sorry to hear that your *** shipment was damaged and youve needed to file a *********** claim! In looking into your specific situation, I see your claim for a damaged Sealed Air Fill-Air Cyclone Inflatable Packaging System Machine has unfortunately reached something of an impasse with ***********, our insurance coverage provider - I know what a headache that can be and how stressful it can be to work on a claim like this, so I hope to offer a bit more context regarding the difficult situation this claim is in.
  
  Pirate Ship partners with a third-party insurance provider, ***********, to offer additional coverage for your shipments. We do our best to advocate for our customers in the process by acting as an intermediary, but sadly we are bound to the coverage policys limits and exclusions without much wiggle room. In this instance, *********** informed our team that a repair estimate or letter stating that the item is not repairable was required in order for *********** to proceed with a review of this claim, and our team forwarded this information to the insured.
  
  We reached out to *********** to share your feedback and statements along with our own feedback and discussion points for this claim to see if there is any way to keep this claim moving without the need for a repair estimate or letter. We are actively discussing this claim with *********** and are currently awaiting a response regarding our inquiries for potential next steps. Although this discussion is still ongoing, *********** has removed their request for a repair estimate or letter after your recently submitted evidence and statements.
  
  *********** has noted that proof of the chargeback and any correspondence from your recipient regarding the chargeback would be helpful in moving this claim forward! We will be happy to add proof of a chargeback to your claim file for *********** to review!
  
  We would like to address any concerns regarding the two coverage policies for this shipment, which are $100 of liability (and base label cost) through *** and $700 of *********** coverage. *********** coverage is excess coverage, which means that they will take into account any payout offered by *** before *********** is able to determine their own payout.
  
  This is related to how valuation for an item is determined. *********** is liable for the recent invoice value of a package and its contents, and claims for repairs are paid for the fair market costs of such repairs. As the invoice for this transaction sets the value of this shipment at $694.47 (this is the amount that would be exchanged had the package not been damaged), the *********** coverage purchased in the amount of $700 is sufficient to cover a full loss should *********** agree based on your submitted evidence that the item may not be repaired.
  
  To further clarify, this means that filing a *** claim alongside a *********** claim will not result in a higher total payout amount. Because *********** is excess coverage and the total value of the shipment ($694.47) does not exceed the amount of coverage purchased through *********** ($700), *********** would deduct the *** payout from the amount they would offer. As an example, if *** paid out $100 for a *** claim, then we would expect the maximum amount that *********** could consider to be $594.47 ($694.47 - $100 *** payout).
  
  Our team will file claims solely for *********** coverage in situations where *********** coverage is sufficient to cover an entire shipment as this saves significant time and additional work for our shippers by avoiding what is commonly an unnecessary additional claim. That being said, we are always happy to assist our customers with specific coverage filing if we receive a request to file with both *** and ***********, and a *** claim is always filed when it is necessary for both coverage policies to pay out.
  
  As the insured has initiated a *** claim, please let us know if you would still like us to assist with completing that *** claim! The *********** claim for this package will unfortunately not be able to proceed until the *** claim is resolved as *********** will need to account for *** determination and any payout offered in that case. Our team is happy to pursue both coverage policies and both claims on behalf of the insured.
  
  Our team communicated the additional evidence and information that *********** required in order to proceed with this claim on 6/13/23. At that time, *********** needed a complete invoice, repair estimates or a letter stating not repairable, the current location of the cargo, and photos of all internal packing material. On 6/14/23, *********** updated their pending items needed to request a copy of the manufacturers repair estimate/statement, a complete invoice, and photos of internal packaging. On 6/15/23, a pdf of a sworn affidavit from the insured regarding contact with Sealed-Air was submitted to our team and added to Shipsurances claim file for their review. *********** reviewed the submitted sworn affidavit document and determined it to be insufficient to proceed with this claim.
  
  On 6/19/23, we received notice that the recipient of this package had filed a chargeback and return request. Due to our internal processes, our team was not able to respond to this email until 6/21, the same day that the insured submitted this complaint via the Better Business Bureau. We apologize for the frustration, stress, and anxiety caused by this delay.
  
  Our team always strives to respond to all of our shippers claims as quickly as possible, but our claim emails function differently than our live chat support. To that end, our team provides information regarding this difference in our initial outreach after a claim has been filed. For this claim, our team noted that Pirate Ship's Insurance Team is only available via email, our team responds during normal business hours, and that customers should not feel stranded if our team is not able to respond right away. That being said, this experience has already been escalated to our Captains to ensure our team is able to provide clearer guidance and information regarding how Pirate Ships Insurance Team operates and what our shippers may expect in terms of our correspondence and updates! We are sorry that this information was not clearer and easier to reference after our initial notification.
  
  Again, Im so sorry for the trouble this claim has caused you, and I can assure you that this claim will be used to inform additional training for our support reps to ensure that we are always sharing the full breadth of information and guidance regarding our Insurance Teams timelines and how multiple coverage policies interact for a single shipment.
  
  For quick reference, *********** has noted that proof of the chargeback and any correspondence from your recipient regarding the chargeback would be helpful in moving this claim forward! We will keep our eyes out for that evidence so we can get it added to your claim file right away.
  
  We look forward to hearing back from you!
  
  ARrrr,
  ****
  Claims Commander @ Pirate Ship

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20215002
  
  I am rejecting this response because:

  PIRATESHIP ACTUALLY HAD THE ***** TO SEND THAT RESPONSE. 

   

  I've been a customer of ********************** for years without incident since 2019.
  I've never had a claim or an issue until now. Under no circumstances SHOULD ANYONE EVER, EVER ship with Pirateship and buy their insurance. It's a TOTAL FRAUD! You will never be paid. It will never end. It's always another task, another screenshot, another picture,another document, another excuse why it's taking so long. When you've completed every single absurd quest you're sent on, and they can't find any reason to not pay your claim,they just flat out stop responding to you. At one point I got a response that they couldn't locate my account while using the chat box logged IN MY ACCOUNT.These guys are pirates alright, for sure.
  
  
  June 3rd 2023 I shipped an air pillow machine via *** using Pirateship and insured it for $700.00, the amount I sold it for on ***** On June 7th it was delivered to the customer broken. The box was damaged and I followed all of the instructions Pirateship asked me to follow.
  I contacted them immediately. I provided them with every picture, every document, every screenshot , proof of EXCELLENT internal and external packaging. This box EXCEEDED *** shipping guidelines.
  I've been in business for 25 years. There is NO WAY that this claim should not be paid out.
  
  
  I have never in my life gone down such a rabbit hole and frankly I can't believe I had to endure this nonsense. It has come to where I'm writing this review and filed formal complaints with multiple government agencies. BBB, Attorney General in ** and **, and the ****
  
  
  I am going to list EVERYTHING Pirateship requested and EVERYTHING that I provided to them. It's going to be a very long list so please bare with me. Printing out the email thread was about 28 pages so I'll use bulletpoints instead.
  
  
  I Provided the following:
  Photos inside and outside of the box from recipient of package.
  Photos of proper packing materials and box carton from recipient of package.Which includes ample amount of packing peanuts and heavy duty bubble wrap. Roughly 3- 4inches of protection exceeding *** shipping guidelines.
  Damaged item pictures - several of them from recipient of package.
  Screenshots of communication from my **** account from the buyer/recipient sighting damage and attesting its non repairable.
  Receipts/Invoice/Screenshots of the purchase amount of shipping and insurance through Pirateship.
  Receipts/Screenshot of actual withdrawal of funds from my credit card on file that paid for the purchase amount of shipping and insurance through Pirateship.
  Screenshot of of tracking information showing delivery..
  Screenshot of the Sale transaction and invoice from **** showing the amount the item sold for. Matching what the insured amount. $700.00
  An affidavit written and signed by me that I spoke with the manufacture at their 800# with the date and time and was informed that since I did not originally buy the machine directly from them,I am not their customer and they will not put anything in writing.Also since the manufacture of the machine only deals with clients with corporate accounts. They do not make repairs and do not sell parts.
  Now as of yesterday 6/21/2023 they requested and now have additional screenshots of attempted written communication with the manufacture of the machine, reinforcing my written affidavit provided weeks ago. (again I am NOT THEIR CLIENT and did not purchase this unit directly through them nor do I have a corp. account with them)requesting "something on their letterhead for a repair estimate" dated 6/15 and again for 6/21.
  Screenshots of the Replacement price of the machine today from 2 separate vendors. Grainger and Zoro. Ranging from $1,900.00 to $4,500.00.
  Resent all email correspondence and Multiple attempts of contact with Pirateship chat support and emails to "********************************"when Pirateship stopped responding to my claim for 8 days.
  Written request for Pirateship to move claim along.
  Notice that customer initiated a chargeback and is attempting to force a return ship. Please note:the box is still with the recipient and has NOT been shipped back.
  
  I requested Pirateship, (the company I paid and have to deal directly -. Pirateship,) Have Pirateship, ***, Shipsurace or whomever they deem fit, pick up the box, take possession of the damaged machine and inspect damage to prevent any void of coverage.
  
  6/22/2023 I finally get a response from a manager at Pirateship insurance department.
  
  
  Ahoy T***! My name is ***** and I am the manager for the insurance team. I am reaching out to follow up on your ****** ****** claim and to apologize for any stress this situation may have caused you. Rest assured, we value you as an important member of our team and are committed to doing our best to assist you.
  Regarding your statement about *** not needing the manufacturer's statement: I wanted to clarify that while *** is the physical carrier of your shipment, *********** is the insurance provider that you purchased your shipment's coverage from. It's important to note that both the carrier and the insurance provider have their own Terms and Conditions. The terms, that you referred to, comes from *********** and they state the following
  
  
  We and *********** will rely on the determination of responsibility made by the original Carrier to assist in substantiating the loss.
  
  
  I can understand the confusion here, but the request for the manufacturers repair estimate is coming directly from ***********,whom you purchased coverage from and ultimately is in charge of the outcome of the claim. They are well within their policy to request that evidence:
  I am aware that ****** has been unhelpful in providing you with the documentation you need to move forward with your claim. We believe that evidence of ******denying any form of documentation will be your best bet to push this claim to the next stage. It would be extremely helpful if you were to try and reach out to them via their contact form and ask them to follow up with you via email. This will serve as proof that they are unwilling to assist you! As they are not experts in every item that is being sent, *********** requires repair estimates, from the experts directly, so it can allow them to thoroughly review, and ultimately understand, the current value of the damaged item. Our role at Pirate Ship is to mediate the claims process between the insurer and the insured, and we are committed to doing our best to assist you. We are in the process of directly discussing the claim with *********** to ensure that all available options are being explored and we will make sure to follow up as soon as we have an update to share. If you don't hear from us, it's because we don't have any new information, but please feel free to follow up with us if you are able to obtain written proof of ******'s inability to assist you. Have a wonderful evening!
  Regards,Leash
  Leash Pirate Ship
  
  
  
  
  
  
  
  
  
  
  
  
  So again, asking me for documentation they know is impossible to obtain and according to their terms, since I have proof of a recent invoice/receipt of the sale for the item, Its not required as a receipt is more than sufficient. And now I am absolutely shocked to learn that Pirateship, NEVER FILED A CLAIM with the carrier *** or notified them of damage. Leash from the Pirateship insurance department clearly stated in on the above email
  " We and *********** will rely on the determination of responsibility made by the original Carrier to assist in substantiating the loss.
  
  
  
  
  Seems to me this should have been done first if they're relying on ***'s determination to assist in substantiating the loss and you mean to tell me that here we are 2 weeks later *** didn't even know about it!
  
  
  Last night I informed *** of the damage myself and did their job for them since PIRATESHIP didn't bother. Why would they, THEY WERE NEVER HONORING THE CLAIM ANYWAY. Pirateship is a total FRAUD.
  
  
  
  
  
  
  
  
  Pirateship can not tell a customer they can only deal with ******************** and drop the ball like this.
  
  
  My receipt for the shipment says PIRATESHIP. Not shipsurance, not ***.but PIRATESHIP.
  
  
  All of PIRATESHIPS terms and conditions made available on their site were followed to the letter.
  
  
  They also can't go back and now say there are separate terms for a separate company on another site that the customer has to **** for after the fact.
  Shipsurace will not even speak to me because I am not the policy holder and I didn't buy insurance from them. I bought it from PIRATESHIP.
  
  
  I have attached their own shipping terms and conditions. Here are a few clips that have a direct impact here.
  
  
  
  
  6/21/23,10:42 *********** Insurance Terms and Conditions | Pirate Ship Support **************************************************************************************************** 2/8
  
  
  ****Coverage
  Coverage provided by this certificate covers a package from all risks of physical loss or damage from an external cause (subject to exclusions) while in transit. Any package that is covered by this Certificate will be shipped in strict accordance with all regulations of the Carrier. Shipments must originate from ****************************.
  
  
  ****VALUATION We shall be liable for the Recent Invoice value of the package and its contents lost, destroyed or damaged, however, 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 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.
  
  
  
  
  "Recent invoice"interesting as it was one of the first pieces of evidence sent to them the day I opened the claim on 6/7/2023!
  (Screenshot of the Sale transaction and invoice from **** showing the amount the item sold for. Matching what the insured amount. $700.00 noted in the bullet points above.)
  
  
  
  
  If all of this is not solid proof that Pirateship never intended to make good on an insurance they sold me, I don't know what is. These guys need to be in jail. How much money are they making taking insurance payments for something they will never make good on? And since there's the wall between you the shipper and the insurance and the carrier, unless you dig and dig you're never gonna know that Pirateship is just standing in the way to make sure nothing ever get through. Pirateship isn't there to help you with your claim, they are there to make sure you don't get the claim actually processed.
  
  
  If you ever have to ship anything of value, go directly through the carrier and save yourself weeks of drama.
  PIRATESHIP IS A SCAM!

   

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

• Initial Complaint

  Date:06/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I shipped four wheels and tires with pirateship. They gave me one quote before I shipped the items. Days after the items we're delivered, they charged my card again.This is either a case of bait and switch or a failure to gather all required information on their part. Either way, I would not have agreed to pay the cost of shipping these items after the adjustment. Do not make YOUR failure to gather all required information MY problem. That's not how we do business in america. You can't change the price after the job is done. If you failed to provide the correct quote at the time of sale, that is YOUR problem and not the customers'! We can resolve this in one of three ways. (1) Send back the $51 you overcharged me beyond your quote by placing an unauthorized charge on my debit card, (2) bring the tires back to me, at your expense (because, after all, it is you who failed to provide a proper quote), so that I can find a shipper who will honor their quote, (3) a lawsuit for which I will most certainly seek class certification because I have a feeling I am one of many, MANY people to whom you have done this.And this isn't even a matter for which I should contact customer service before leaving a ********************** complaint because this is something no company should ever do in the first place. If you can't honor your quote, you shouldn't be in business! If you're the kind of company who screws up so bad that you have to charge your customers by surprise after the job is done, then you have failed as a business and nobody should do business with you. Let this complaint also serve as a warning to anybody else who is wisely enough to view Better Business Bureau complaints before hiring a company. This matter will be resolved and you should still avoid this company at all costs because they will cost you more. More than the competition and completely by surprise! Just the dirtiest business practice I've ever seen! Shameful and completely disgusting!

  Business Response

  Date: 06/09/2023

  Hello ***** and Better Business Bureau,
  
  Thank you BBB and ***** for bringing this issue to our attention! Our goal is to ensure that we are helping our customers to the best of our ability. Im sorry to hear that your packages are receiving carrier adjustments, I understand that this can be totally frustrating!
  
  In reviewing this situation, I see we followed up with your original email sent to us on 6/7 regarding your concerns about the carrier adjustments you received for your packages. Just to clarify, these charges come directly from the shipping carrier and we unfortunately dont have any influence on these adjustment charges in any way. Sadly, the carrier adjustment system isn't unique to Pirate Ship - shipping carriers will send these adjustments out to anyone using their services in the event the package being processed through their system was not accurately paid for at the time of the label purchase. They offer this process to avoid other situations such as issuing a return to sender or processing a collect on delivery where your customer is liable to cover the outstanding postage cost prior to receiving the shipment. We understand it's still a pain to get these charges - especially when they may seem unexpected. 
  
  When purchasing your labels in-person directly through the carrier, the clerk will measure and weigh packages at the point of purchase, as well as apply any relevant additional surcharges you may be liable for if your package qualifies. With that process the likelihood is lower that you may see a carrier adjustment afterwards, though you also will not have access to the commercial discounts we offer. When purchasing postage online, there is a greater responsibility on shippers to ensure they are entering their package details correctly, but also opens them up to additional savings! 
  
  In this case, due to the irregular nature of the package you shipped containing tires, the *** surcharge for Additional Handling needed to be included. This surcharge exists as, due to the size and/or shape of your packages, *** has to go through the extra effort to manually sort packages at their sorting centers instead of being able to rely on their automated machines. Cylindrical items such as tires and tubes both are subject to this process due to their shape. When purchasing a label, you have the option to check a box that denotes it is an irregular package, which will apply this surcharge in advance to avoid any carrier adjustments. We also have a support article hyperlinked next to this box that explains what the carriers conclude irregular to be defined as - just in case you arent sure! Unfortunately with your shipments, this box was not checked during the label purchase flow. 
  
  In our previous outreach, we recommended that if you still feel like these surcharges were applied by *** in error, you can submit a dispute using our dispute portal and write a description as to why you think this charge was made in error. We typically see disputes resolved within two weeks.
  
  We apologize again for the inconvenience here! We pride ourselves on world class customer service, and were happy to clear anything up for you if you have any questions.
  
  We look forward to hearing back from you,
  *********************************
  
  

• Initial Complaint

  Date:05/17/2023

  Type:Product 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.

  FRAUD (ADDRESS IDENTITY THEFT) I do not have an account with **********************. My address has been used as the shippers address many times. I know this thru Informed Delivery. When I originally contacted Pirate Ship, they were helpful (copy of email attached 4/21/23). Stopped for a few weeks and I got notification from Informed Delivery and it is happening again. Notified Pirate Ship (5/16/23) and this time they were not helpful and I was told I had to contact ***** I went to the post office today and was told that Pirate Ship is responsible and I should contact BBB and attorney general. I just want this to stop.

  Business Response

  Date: 05/19/2023

  Hello ******** and Better Business Bureau,
  
  Thank you for providing us with the opportunity to respond to our concern regarding your address being used to purchase labels from our platform.
  I have reviewed both your chats about your concern with your address being used to create shipping labels, and I am very sorry for the experience youve had! Our Security Team has again frozen the account that used your address and has now fully resolved this situation for you. You should no longer see this happen again, but please let ** know if anything unexpected occurs! Well do our best to keep an eye out for your address as well. We have zero tolerance for fraud on our system and well always do what we can to prevent fraudulent activity.
  
  We are committed to offering world class customer service to everyone that reaches out to **, whether or not they use our services. We apologize for the inconvenience and concern this has caused you!  
  
  Please let ** know if you have any other questions; we look forward to hearing back from you!
  

  Arrr,
  *******

  Customer Answer

  Date: 05/20/2023

   
  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:05/05/2023

  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've been a member of pirateship.com since early 2019 - 4 years and counting. Most recently, i was dealt with a blow on my account with carrier adjustments. No big deal, but it was consistent. Every day, i would get alerts of packages being adjusted in weight and or size. Very odd since my team uses the same sized universal boxes and envelopes and we were getting adjustments for box sizes that we don't even carry. I disputed, and the adjustments were all getting corrected - great! But since Feb 13, 2023, pirateship decided to not appeal or bother looking at my adjustments. EVERY single adjustment appeal after 2/15/23 was getting declined. In total, from 2/15/23 to 5/4/23, the total adjustment amount was $1,510.65. That is absurd. Some of the adjustments also do NOT make sense. For example, i had a *** tracking number 1Z3AF6010305978916 come back from 20 pounds to 440 pounds! That's as heavy as a motorcylce! No carrier in their right mind would dare accept a package that weight that much. In fact, *** rejects any package that is over 150 pounds. Know what was in that package? 20 pcs of 8oz ****** chrome cast that i sent to a customer. Went from 20 pounds to 440 pounds. impossible. when talking to pirateship customer service they said they can only help me if i have images of EACH package. How do they expect me to do this if i ship to thousands of customers each year? They want me to contact each buyer and ask for a picture of the package i sent them ? They approved my claims previously with no images just fine and now they are pushing for this? On top of that, THIS WAS NEVER communicated to me directly. Not once did they say i need to send images for my disputes. I was told in chat when i had to contact them. Overall, i am at a loss of $1,510.65 and i even told the pirateship team i do not want a refund, i just want this corrected on my account as ******************** credit. They still said no they can't help without images. Ridiculous, not even ship station does this.

  Business Response

  Date: 05/10/2023

  Hello BBB and ****!
  
  Thank you so much for letting us know about this issue regarding your denied carrier adjustments and allowing us to follow up with you here. Our goal is always to take quick action and resolve issues for our users, and we apologize for the inconvenience this has caused for you.
  
  Carrier Adjustments occur when a carrier identifies that there is a discrepancy between what you entered using Pirate Ship and what characteristics the package actually has. The carriers use automated verification systems to determine if a package should receive a carrier adjustment and Pirate Ship has no hand in determining if you should or should not receive an adjustment. You have been shipping with Pirate Ship for sometime now, and during this time our Carrier Adjustment dispute process has changed from a manual system to an automated one, with the carrier adjustments being sent to the carrier directly. You have regularly been receiving adjustments and have gone through a multitude of different disputes with the Pirate Ship team.
  
  As it currently stands, you have been receiving adjustments from Pirate Ship as far back as 2020 and have had *****% of your total shipments adjusted. Out of those adjusted packages, you have disputed  8.4%. To date, we have had 12 conversations regarding these carrier adjustments and our team was able to walk you through how to rectify those adjustments via our dispute portal and how to avoid the adjustments moving forward. Despite our suggestions, you still are receiving these carrier adjustments and disputing them. Since the beginning of March you have noticed that all disputes you are submitting are getting denied by the carrier.
  
  In your latest conversation, we let you know that moving forward the carrier will need you to provide evidence showing that your packages reflect the same measurements entered when creating your label on Pirate Ship. Unfortunately this requirement for the disputes wasnt accurately conveyed to you, which may have resulted in some denials of your disputes. Our door is always open if youd like to go ahead and submit those for review!
  
  Again, were so sorry for the headache here. We at Pirate Ship pride ourselves on world class customer service and wed be happy to work with you so that you receive fewer adjustments like these in the future.
  
  We look forward to hearing back from you!
  

  ~*******

• Initial Complaint

  Date:04/21/2023

  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 purchased an extra $1000 worth of insurance to cover damage for a package my company shipped. The customer received the packed and the product was destroyed beyond repair. I filed a claim and it was rejected due to insufficient packaging. I filed an additional claim with *** who actually handled the product and they felt the packaging was sufficient enough to approve my claim. After several attempts, Pirate Ship has refused to reopen the claim. The company co tacts through *********** who will do nothing unless Pirate Ship reopens the claim.

  Business Response

  Date: 04/26/2023

  ***********************
  Date of Complaint: 4/21/23
  complaint ID ********
  
  Ahoy Better Business Bureau and *******! 
  
  Thank you for reaching out and notifying us of this problem so our crew can take swift action. Im so sorry to hear that your package was damaged! I see that your insurance claim for the Handcrafted End Grain Butcher Block was initially denied due to our insurance coverage providers exclusion that, All packaging material and damaged goods must be kept in the original form as received. Packaging and damaged goods should not be disposed of, released to the shipping carrier, or returned to the seller before a claim is completed. Failure to comply can result in the denial of the claim. (Condition B, 1)
  
  Pirate Ship partners with a third party insurance provider, ***********, to offer additional coverage for your shipments. We do our best to advocate for our customers in the process by acting as an intermediary, but sadly bound to the coverage policys limits and exclusions without much wiggle room. 
  Exclusions are outlined on Shipsurances Terms and Conditions: ****************************************************************************************************

  On March 26, 2023 ******* reached out to Pirate Ship to file a damaged claim. 
  *********** requested for the required evidence to process the claim which ******* was able to submit except for the photos of all sides of the external box and photo of the box certificate seal. 
  ******* informed that the box does not have a box certificate seal and on April 5, 2023, ******* informed Pirate Ship that, The customer has long discarded the packaging before the claim was filed. I feel that the photos he provided were very clear in the extent of the damage. There are not photos of all six sides of the box. I doubt that any one in my customers position would even think of that as necessary. There is no photo of the box certificate seal. Shouldnt be necessary.
  *********** denied this claim based on their policy on coverage exclusions and conditions and Pirate Ship, as a courtesy credit paid out the shipping cost of $72.77. ******* let us know that they want to pursue the insurance claim and that the recipient was in the process of moving and thought the packaging was no longer available but in fact, still has this in their garage. 

  Pirate Ship does not  have any influence over the speed of the claims process, we were still trying to help them throughout the course of the claim while it was open. 
  Being the intermediary, we do not have influence over the decisions of the claim. We create the shipping labels and gather the information for their claims to send to ***********.  
  Although *********** originally denied the claim, the customer was able to file an appeal and we are happy to see that it got approved in the end. 
  A claim payout amount of $1000.00 was issued on April 25, 2023.

  Were happy to see that *********** was able to review their after the appeal was made and they were able to reach a positive resolution in their favor. 
  Also happy to see that Pirate Ship reimbursed them for the cost of shipping the package. 
  Were sorry for the frustration of the claim process, but really glad to see it worked in their favor.

  If we can help in any claims in the future, our team is more than happy to assist.
  
  ARrrr, 
  *****
  Claims Commander @ Pirate Ship 
  
  
  

  
  

• Initial Complaint

  Date:04/12/2023

  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.

  I paid for $350 insurance on a rare vintage ****** piece which broke in transit. The item is irreplaceable and cannot be fixed. I went through all the hoops with the pirate ship *********** and numerous back and forth emails. The last from ****** at Pirate Ship said it would take 2-3 weeks to resolve. Only for 6 days to pass including a weekend in that span for it to come back denied. Their reasoning was "the packaging was not sufficient to protect the items during transit". The item was double boxed with padding between the boxes and had extra padding on the item itself. If anything this was over protected. I have been using Pirate Ship for 5 years with no issues and this was my first claim. Claim number **********************.

  Business Response

  Date: 04/14/2023

  Ahoy Better Business Bureau and ****!
  
  Thank you for reaching out and notifying us of this problem so our crew can take swift action. I'm so sorry to hear your package was damaged in transit and youve needed to file a *********** claim! In looking into your specific situation, I see your claim for a damaged Vintage ****** Opalescent Green ***** Thumbprint Coin Dot Pitcher 8 Cup Set unfortunately ran into one of our insurance coverage providers exclusions - I know what a headache that can be, and hope to offer a bit more context as I can absolutely understand the difficult position you're in.
  
  Pirate Ship partners with a third-party insurance provider, ***********, to offer additional coverage for your shipments. We do our best to advocate for our customers in the process by acting as an intermediary, but sadly are bound to the coverage policys limits and exclusions without much wiggle room. In this instance, *********** informed our team that this claim was denied due to The claim has been closed. The packaging was not sufficient to protect the item(s) during transit.
  
  We reached out to *********** in order to obtain more details regarding their reasoning for denying this claim, and they further clarified that "this claim was closed due to the buyer statement and photos which confirm that the broken glass pitcher was not protected with bubble wrap." *********** further mentioned that having the shipment returned and involved in a second transit would also result in the claim being closed as all packaging must remain with the recipient until a claim is completed.
  
  We hope to see greater clarifications on initial notification of denial for claims like this in the future so that we may provide greater context for our shippers in cases where *********** determines that a claim must be denied.
  
  This claim was filed by our team on 4/3/23, the day we received the remaining evidence and information needed for initial filing. At that time we provided a reminder that all packaging and contents should not be released to the carrier, shipped anywhere, or disposed of until after the claims process has been completed. In addition, Shipsurances terms and conditions are available for review in our ************** as well as being linked for ease of access and review in two separate locations during the label creation process. We attempt to make those terms and conditions easy to access and review at any time so that shippers may determine if *********** coverage is the correct fit for their package.
  
  That being said, we would like to help resolve this frustrating situation so that you do not need to continue managing this loss. My Captains have agreed to cover this denied coverage policy in the amount of $350 as a one-time courtesy in appreciation of your use of Pirate Ship. Those funds have already been added to your Pirate Ship account, and we are happy to help transfer those funds to you via PayPal or via check if you write in to our team to let us know.
  
  Moving forward we will not be able to help in this same way as ***********'s terms and conditions are available for review in our ************** and during the label creation process, so it is important that every shipper read through those terms in order to decide if *********** coverage is the correct fit for their shipment. It is very possible that their coverage is great for some of your shipments but not ideal for others.
  
  We want you to use services you believe in and trust, so we hope you consider Pirate Ship for those times when our deep label discounts are just what you need! However, if you decide that another platform is a better fit for your business, then we wish you success!
  
  Should you decide to continue purchasing labels with Pirate Ship but do not wish to use ***********, you always have the option of using a different 3rd party shipping insurance provider! We just won't be able to assist nearly as much with that claim process.
  
  In addition, all *** labels purchased through Pirate Ship automatically include $100 of liability coverage + your base label cost. **** Priority Mail labels also include $100 of **** coverage for domestic shipments and $200 for international.
  
  Moving forward, we are always happy to assist with an appeal of claim outcomes on your behalf with *********** if youd like to head that route. All youll need to do is email with our Insurance team to continue that conversation! Again, Im so sorry for the trouble the outcome of this claim has caused you, and can assure you that we will be sending our support reps through additional training on damaged package insurance processes to ensure when customers reach out ahead of time for guidance, were sharing the full breadth of information in how to avoid these truly unfortunate situations.
  
  ARrrr,
  ****
  Claims Commander @ Pirate ShipTell us why here...

• Initial Complaint

  Date:03/15/2023

  Type:Customer Service 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.

  Pirate ship is a third party shipping provider. They also offer third party insurance. However Im having issues getting them to honor their insurance. I have a package I shipped to a customer 2/14 and it never delivered. We filed a claim promptly and have only gotten a run around. Now they wont even respond to my emails. I asked for them to call me and they refuse. This is maybe the worst customer service Ive ever received.

  Business Response

  Date: 03/23/2023

  Hello BBB and *****,
  
  Thank you BBB for bringing this issue to our attention! Our goal is to ensure were helping our customers to the best of our ability, and this service is an added tool to make sure were right on track. The process of filing an insurance claim is frustrating and can on average take at least a couple of weeks to be resolved. I understand how frustrating it can be to wait while *** decides on a resolution!
  
  One of the ways that we keep Pirate Ship free is by not offering phone support, but were always happy to provide prompt support through live chat or email. Im happy to see that we were able to update you during the insurance filing process once we received updates from ***********, our insurance provider. Since we only provide the shipping labels and dont handle the packages in any way, we rely on our insurance partner to help assist through the process to make sure you are reimbursed in the event that  anything unfortunate happens to your package.
  
  Id love to clear up some confusion around the wait times you experienced for your insurance claim. After reviewing all of your conversations to date, it was noted that in order to proceed with the insurance claim on Shipsurances end, we needed additional information beyond what was provided in your initial emails to us. Part of the information required from *********** was clarification on if *** agreed to pay out a partial or full amount of the total claim value. 
  
  When we asked you for this information, we unfortunately didnt receive a direct response that we could pass along to ***********. The agreed upon payout amount was the last condition required to get your claim moving again. Nevertheless, we were able to escalate this situation up to our Insurance Team who then expedited the process and reached out to *** directly for this information. We had to wait for that correspondence and clarification from *** in order to proceed with fulfilling Shipsurances requirements to approve the claim.
  
  Were so happy to see that we were able to get this claim paid out to you earlier today and that things went in your favor! We apologize for the hardship you endured during the back and forth of this claim process, and hope this explanation offers a bit of clarity on the matter regarding the delayed timeline. If theres anything else we can help with, please let us know!
  
  Have a great week and happy shipping!
  
  Regards,
  Lead ***************************

• Initial Complaint

  Date:02/10/2023

  Type:Sales and Advertising 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.

  Recently I purchased a 2 day am delivery shipping label from Pirateship. They offer a tiered pricing structure to entice shippers to potentially improve their delivery time. I wanted a commitment time and subsequently purchased the higher priced label. Only to discover that the higher priced labels really have to commitment time at all. There is no recourse or support at any time regardless of what you thought you purchased. And of course the response was essentially a SO SORRY about that but we take no responsibility for anything concerning your package. Which obviously they are not sorry and could care less. Had **** even acted for a second that he appreciated my purchase and was sympathetic to the outcome I would have just moved on. But the arrogance of TO BAD SO SAD was enough for me to file a complaint and share my experience with as many media outlets I can. If the business model is all volume and budget labels then don't offer the expensive solutions. Don't mislead or FINE PRINT customers into believing they are buying a premium shipping label. I'm sure the rebuttable is and will be that it's my fault. When is it ever the business?

  Business Response

  Date: 02/13/2023

  Hello **** and the Better Business Bureau,
  
  Thank you for reaching out to Pirate Ship so that we can ensure that were meeting the standards we pride ourselves on, and correcting any user experience that might be less-than-ideal. We understand the inconvenience you ran into here, ****, and we hope to make things right moving forward.
  
  As part of our Digital ************************** with *** you have access to discounted shipping labels, but as part of our agreement with *** they dont come with any money back guarantees if your package is running late. Although we dont handle the packages ourselves, the carriers do try their best to commit to the estimated delivery date for the delivery of your packages if you purchase an expedited shipping label. In this case, you purchased the *** 2 Day Air label which estimated a 2 day delivery window. 
  
  Ive done a little digging into your previous conversations with the crew and wanted to assure you that we understand your concerns with your package being delayed. I was pleased to see that this package was delivered safely within the delivery timeline established by *** on February 10! While I do wish we had a little more recourse here when packages could be delayed, we rely on the shipping companies to do their part in the safe handling of packages and are unfortunately bound to their timelines. 
  
  We were able to offer you a one-time courtesy credit for the cost of the label on February 10, since we know what a hassle this has been for you. This credit is now in your Pirate Ship account and will be used toward the next labels you create on the website. I also want to remind you that as per our partnership with ***, delivery estimates are not guarantees, and delays are not covered under our agreementthis is how we ensure you are getting the best deals possible on labels. It is always our hope as a company that we can give you the resources to empower you to make choices that are right for your business moving forward.
  We at Pirate Ship pride ourselves on world-class customer service and were sorry that we didnt previously meet the **** for you, ****. Let us know if you have any other questions for us and wed be happy to help.
  We look forward to hearing back from you!
  
  Regards,
  Lead ***************************

  Customer Answer

  Date: 02/13/2023

   
  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:02/09/2023

  Type:Product 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.

  1/13/23 I purchased a shipping label (1Z8572210316510878) from Pirate Ship for a package 29"x29"X49" weighting 39 lbs. at a cost of $235.35. The actual size averaged a 1/2" less than the label I purchased.Shipment was delivered on 1/17/23. So far so good.On 1/26/23 Pirate Ship back charged me an additional $1130.75 deducted from my debit card. They claim the carrier changed my package size to 28"x30"x50" and that was the reason.I own a *********** store and I know what the carrier's requirements are and how they check measurements with electronic equipment. That equipment is not a 100% accurate all the time, not to mention that carriers' rough handling of packages at times causes bulges and other damage that customers cannot be responsible for. We took great care to insure this package was within the label specifications. We took pictures showing measurements of the package before the carrier picked it up, and our dispute has still been denied. This is beyond reason! Outrages!I would like a refund of the back charges of $1130.75.

  Business Response

  Date: 02/13/2023

  Ahoy Better Business Bureau and *****!
  
  Thank you for reaching out and notifying us of this problem so our crew can take action regarding this Overmax ********* from **** I'm so sorry to hear your package received a large carrier surcharge! In looking into your specific situation, I see that the carrier adjustment for your shipment was altered by just a couple of inches and was eventually denied by *** after we submitted a dispute with them on your behalf. I understand this is an extremely frustrating and tiresome situation!
  
  As a third party postage provider, we are required to issue any adjustments that have been passed down by the carrier. In this case *** saw there was a package that exceeded the entered dimensions and made an adjustment. The adjustment issued exceeded the threshold for the *** Overmax ********* and the charge was issued via Pirate Ship. 
  
  We have gone back and reviewed the situation in its entirety. Here is a brief summary of the events regarding this adjustment: 
  
  - Pirate Ship was notified by the user on 1/27/2023 regarding the adjustment with wishes of getting it disputed. 
  - By 1/30 we had reached out to *** and the dispute had been denied which we notified the user of. 
  - From 2/2 - 2/7 we were in conversation with the user with requests to revisit the dispute decision by **** *** decision was final but proof was requested by the user. We were able to give out as much information as possible regarding the official stance from *** regarding the dispute without violating the terms of our partnership with the carrier. Unfortunately that was all the information that we could have provided regarding *** denial. 
  - After further conversation with the user, we had this escalated to our Leadership Team who then decided to cover the cost of this adjustment set down by ****
  
  At this time the credit for the adjustment has been issued to your Pirate Ship account. If you would like, you can get that refunded back to the original form of payment the adjustment was initially issued to.
  
  We deeply apologize for all of the hassle this has caused. *** issued this carrier adjustment and remained firm in their decision, but we know this adjustment was a massive cost that can impact a small business, which is why we decided to step in. Additionally we do apologize for how long this situation took to be resolved. We are a constantly evolving company and will continue to streamline and work on our Overmax ********* process to better help our customers!
  
  Thank you for your continued patience and we look forward to hearing from you.
  
  ARrrr, ***************************
  Customer Service Manager @ **********************
  
  

  Customer Answer

  Date: 02/14/2023

   
  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,
  
  ***********************