Complaints

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

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  Pirate Ship

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

• 

  Pirate Ship

  177 Center St Jackson, WY 83001-8700

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/29/2022

  Type:Delivery 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) Contacted your company as you guys never notified me that *** had cancelled the pickup I paid for through your platform. I really can't understand this reasoning from your customer service reps (this is scripted, they all say the same thing):"We just work with scheduling the pickups. We don't get notified when *** cancels pickups ?? It's up to their discretion."Can you guys connect to the api that *** provides you and begin returning this information to your customers? It really should not be that difficult if you are already connecting to their api and the fact that it is not in place is alarming. I paid you guys money for this and you should probably be accounting for that, no?2) I paid for **** shipping today through the platform and the number shows up on **** as "not trackable" and on ****** as "Track your package Data provided by **** Tracking number ********************** ********************** doesn't seem to be a **** tracking number. Please check the number and carrier and try again"

  Business Response

  Date: 01/02/2023

  Hello BBB and ****! 

  
  Thank you for bringing this issue to our attention! It is always our hope that we can help resolve issues for our customers as quickly as possible and Im so sorry for the double headache youve experienced with the *** canceled pick-up, as well as with the **** tracking number showing a not trackable message. 
  
  The good news is that it looks like as of today your package has been scanned in by ****, and is showing tracking updates! I completely understand the concern and worry you saw when you went to track the package and saw a Not Trackable message appear. We are an official **** partner and all tracking numbers generated for you are valid. As we explained before, although we have seen some tracking numbers show that message, once the packages get scanned out of the ************ that tracking will update normally! The Not Trackable note on the tracking page is just an unfortunate choice of language our partner has chosen, and weve communicated to them how confusing this can be to customers with hopes for it to change in the future.
  
  Although Pirate Ship offers the ability to schedule a *** pick up, *** does not send us alerts if they end up canceling the pick up. That is why we recommend checking the *** Pickup Request Status page to see any relevant updates, and if *** is unable to make your pick up, were happy to credit the cost of it back to you. Im glad to see that we were immediately able to credit your account for the cost of this canceled *** pickup, and the next one you create! We have also brought up your request of receiving an alert if your pickup is canceled to our developers. Unfortunately right now with the program Pirate Ship is a part of with ***, they do not currently have an API available to communicate statuses and automate pickup changes. We agree with you that this would be an awesome feature to have, and will continue to push to have this available from *** in the future for Pirate Ship to use in our app.
  
  Again, Im so sorry for the inconveniences youve experienced on our platform over the last couple of days. It is always our hope that we can resolve these issues in a timely manner and we will always have your back if you run into any other unexpected issues in the future!
  We look forward to hearing back from you, please let us know if you have any questions in the meantime.
  

  AArrrr,

  Linds, CX Manager @ Pirate Ship

  Customer Answer

  Date: 01/02/2023

   
  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:12/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I shipped a mobile phone with Pirate Ship and insured it for an $800 value. I read the fine print carefully. After the phone was lost. I submitted all the required documents for reimbursement. Because its 3rd party insurance, all I get is the runaround from Pirate Ship. The hold up appears to be an irrelevant demand for a dated invoice of a trade-in agreement. No such document exists, and it was not part of the insurance contract terms. I am at the end of my rope. I will never use Pirate Ship for anything that requires insurance again. It is not acceptable for Pirate Ship to entirely blame *************** the 3rd party insurance company, and say its out of their hands. Pirate Ship insisted on being the go-between and wont advocate for me, help me contact ************** directly, or provide a ************** claim number. BEWARE!

  Business Response

  Date: 12/14/2022

  Ahoy Better Business Bureau and *****,
  
  Thank you BBB for providing us with the opportunity to respond to concerns regarding the insurance filing process with our partner, ***********!
  
  In reviewing your communication with us, I can see that there has been considerable back and forth regarding Shipsurances requirement for a complete invoice/trade-in agreement (dated) in order to keep your claim moving forward. Im so sorry for the inconvenience! Insurance evidence requirements can be a pain to fulfill, especially in situations where there may not be a commercial invoice or sales agreement.
  
  When filing an insurance claim on Pirate Ship, we act as an intermediary between you and the insurance company, ***********. While were more than happy to collect and organize evidence, as well as advocate for you during the filing process, ultimately all evidence requirements and claim outcomes are at the sole discretion of ***********.
  
  That said, Im happy to see that our insurance team has reached out to *********** on your behalf to have you work with them personally. Based on our correspondence from ***********, we are happy to learn that you have officially reached an agreement to bring this claim to an end.
  
  Once again, Im so sorry for the hassle with filing your claim! I hope that well be able to reach a resolution with *********** in the near future, and thank you for your patience.
  
  We are incredibly sorry for all the hassle the claims process has caused you and are happy to learn that the claim has been resolved.
  
  Please let us know if we can do anything further to assist!
  
  Best Regards,
  
  Pirate Ship

• Initial Complaint

  Date:11/29/2022

  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.

  For label 1Z4566536702215031 I was randomly charged weeks later an insane fee without my authorization. I would have never ever shipped through this provider, nor the weight is accurate I was charged with. Money has been stolen from me and their robotic customer assistant **** was absolute no help and repeated same things.

  Business Response

  Date: 12/02/2022

  Hello ***** and Better Business Bureau,

  Thank you BBB for bringing this situation to our attention! Our goal is always to offer a great customer service experience by making sure we do all we can to help you.
  
  First, I want to apologize for the surprise charge here! *** verifies the weight and dimension of each package that's shipped through their network, and if their automated machines notice a difference between what was listed on the label, they can send back a charge to correct the postage amount.
  
  We do typically see these charges show up about a week after the package is delivered, simply because it takes *** some time to process those adjustments. Sadly, we at Pirate Ship have no way to independently verify the size and weight of your package, and rely on our carriers to provide accurate information here!
  
  Our users are responsible for any additional charges due to Carrier Adjustments. This can be found in our Terms of Service. However, there are times when *** is mistaken, and if you believe that youve received a wrongful adjustment, we offer the ability to dispute them directly from your Pirate Ship account without having to contact us directly. If you experience any issue with the dispute feature, we are always happy to help!
  
  I have reviewed the chats youve had with us, and see that although we provided you with the instructions on how to dispute an adjustment, our representative lacked empathy, which led to us sounding robotic. Thank you for bringing this to our attention; we sincerely apologize for that. Our team is here to advocate for you, and you should never be made to feel like we don't care! We know how frustrating these Carrier Adjustments are and our team should always be on your side to help you resolve them!
  
  Weve gone ahead and initiated the dispute request with *** on your behalf. We have also credited your account the label cost in the meantime. It was never our intention to put you in a tight spot during the holiday season, so I hope that helps a bit!
  
  You can view this on your Reports Page now. Please note that this is outside of our standard practice, and in the future if you run into any issues with Carrier Adjustments we recommend that you dispute these charges from the carrier directly on your Pirate Ship account using our portal.
  
  We pride ourselves on offering world class customer service, and we very much appreciate this matter being brought to our attention. I apologize that your concern was not immediately addressed to the best of our ability. We will be addressing this situation with the agent involved, as well as have our management team review this so that we can learn from it and offer better training and support to our agents.
  
  Let us know if you have any questions, we look forward to hearing from you!

   

  ARrr,

  Quartermaster *****

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18478359
  
  I am rejecting this response because:
  Business said I ********** on my account but I did not get anything. 

   

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

  Business Response

  Date: 12/13/2022

  Hello ***** and Better Business Bureau!
  
  Thank you so much for bringing this to our attention so we can get this resolved for you.
  
  We apologize for the trouble here, there was a miscommunication that resulted in the credit not being applied to your account. I have now confirmed that we have credited your account for the cost of the label. Along with that credit, we have also confirmed the dispute processes with *** to try and recoup the funds adjusted by the carrier and should see that approved in about a week.
  
  As an apology for the delay on your credit, we have credited your account an additional $10 for any hassle this has caused. You have our sincerest apology.
  
  Thank you again for letting us know and please reach out if there is anything else we can do for you.
  
  
  Regards.
  ****

• Initial Complaint

  Date:11/13/2022

  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.

  Hello! I wanted a full account balance refund of the approximately $1400 on my account, however I paid with prepaid cards we designate as for shipping costs which are one way and dont have a way to accept refunds. It was a genuine error on my end to reload my balance, I thought *** meant I could ship my parts from ***** as well using Pirateship. So I was hoping to have the account balance refunded via check, direct deposit, Paypal, venmo etc., any method that would work to Pirateships convenience besides the prepaid cards please due to the restriction. I thank you in advance for the help! Loyal customer since 2020! :)

  Business Response

  Date: 11/15/2022

  Ahoy Better Business Bureau and *********************, 
  
  Thank you BBB for bringing this issue to our attention! I apologize for any inconvenience this has caused. I can understand how frustrating it is to not have a quick way to have your account balance sent back to you.
  
  To maintain the highest level of security, Pirate Ship does not store any card information locally. All payments are processed by third party partners. This can create some friction at times when it comes to refunding cards customers may not have access to anymore as unfortunately our payment processor does not allow us to send back funds back anywhere but the original payment method. 
  
  That said, I see in previous conversations we were able to find a successful option in returning funds to you. If that solution is no longer available, we of course are always happy to work towards finding another amicable solution to returning your unused funds! 
  
  We have reached out to ****** directly in a separate email to confirm a few details prior to moving forward. Again, we apologize for the trouble with all of this. As we pride ourselves on offering world class customer experiences, we are grateful for the opportunity to turn this experience around. 
  
  ******, we look forward to hearing back from you soon! 
  
  RegaARRds,
  Lead ***************************

  Customer Answer

  Date: 11/16/2022

   
  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. **** reached out and has solved my query with passion. :)
  
  Sincerely,
  
  P B

• Initial Complaint

  Date:11/09/2022

  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 shipped well packed package using pirate ship and *** I paid for the extra insurance and have been denied after weeks of messing around with no explanation. I have contacted with customer who bought my item and we have been doing everything that was asked of us. Minus screen shotting our conversations which I do have but refuse to give them to pirate ship because I don't feel they have a right to ask for my personal conversations like that. I have pictures of the damaged package, I have pictures of damaged piece, The customer has kept everything for me and been very patient. I feel like I been charged for a service that is false and fraud. Sick of these big businesses doing as they please with everyone's money and getting away with it. I want a refund of $200 and extra $200 for all the time I have had to spend to get my insurance. If this is not solved and small claims needs to be filed, I will also be asking for all court fees and loss time of work in addition to this. tracking number 1ZXY05200320000414 Shipped through pirate ship with *** Pictures added are showing the box when was unwrapped from all the extra padding i had around the whole box can see the corner that was smashed was where the edge of the stained-glass window is broke had to be super heavy drop. More then welcome to contact buyer in ******* as she has said she will back up my packing job and tell her side of story Thanks *********************** ************

  Business Response

  Date: 11/14/2022

  Hello *********************** and BBB!

  Thank you BBB for bringing this issue to our attention! *****, I firstly apologize for the trouble with this insurance claim. It can be frustrating having to adhere to strict rulings when it comes to exclusions.

  At Pirate Ship we certainly know how complicated and frustrating insurance can be, which is why we partner with shippers in hosting the process. First and foremost by displaying Shipsurances terms and conditions in our UI when you purchase your label and insurance coverage. Subsequently, by acting as your liaison in the claim filing process. Although we are always willing to do everything we can to ensure a smooth experience through claim approval, unless the terms and conditions are followed, insurance companies will unfortunately deny claims if they dont follow their policies, which includes providing needed evidence and exclusions. We truly wish there were less hoops to jump through in the process, but sadly dont have as much influence in this area as all decisions over the outcome of an insurance claim and terms of coverage come directly from *********** themselves.

  I have personally reviewed all the information ***** has provided, as well as confirmed in Shipsurances Terms and Conditions that Stained Glass is sadly an excluded item. Unfortunately *********** considers stained glass too high a risk to cover in general. As an improvement on our side, I would have loved to see our team communicate this exclusion to you specifically from the beginning rather than re-sharing the coverage conditions article as they did, so that we could have avoided this unfortunate circumstance earlier in the process. We will absolutely learn from that and implement it moving forward to the best of our ability. 

  All of this said, luckily all *** labels sold on Pirate Ship also come with $100 of insurance coverage for merchandise value + postage. We have offered to file a claim for that amount for *****. Our team was hoping that this would be a great backup plan for ***** to recuperate some of the funds he lost from this unfortunate situation. I do see that we have some evidence we can use to help file a claim with *** but additional evidence is still needed to ensure that the claim is approved. Weve not yet received a reply from ***** with that evidence needed so that we may move forward with filing a $100 claim with ***, but will happily do so once received. *** has different terms and conditions than ***********, so we may be able to get you those funds even now since a *** claim for this package has a filing deadline of 12/20/22.

  Again, I apologize for the trouble here! We pride ourselves on offering world class customer service, and want to do everything we can to find a solution to this situation. We look forward to hearing from you! 

  ARrr,
  JP, Customer Support Manager at **********************

  
  

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18381044
  
  I am rejecting this response because:

  I will happily take the $100.00 I was told I had to resubmit everything again and not sure why I been sending everything over pirate ship should have everything they need. but also want someone to pay the other $100.00 Pirate ship had no problem taking the money for extra insurance EVEN with me having to describe what was in the package. How much money is profited on items shipped with pirate ship and the items not even truly covered? In my opinion there should be drop down and if items not listed then it's not insured, but nobody is going to do that cause then they wouldn't get that extra insurance money that's not even actually covering anything, unfortunately its always the consumer who gets raw end of deals when comes to big companies. Thanks for the fast response and being respectful I just want the money I'm now out. 

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

• Initial Complaint

  Date:10/25/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This shipping label platform has a very clever business model of being slightly cheaper on average than its competitors, but then back charging customers additional handling fees ranging from $12-$15 sometimes several weeks after the package has been delivered. When you reach out for a specific explanation as to why the handling fee was applied, you are not given any sort of explanation. You are however able to dispute the charge and no matter the outcome, whether the dispute is accepted or rejected, you are not given an explanation on either side's error. So not only are you left wondering why the charge was applied in the first place, you have no way of correcting the potential error you made with your packaging. Pirate ship might be a dollar or two cheaper on average than their competitors, but being someone who ships out +/- 20 packages per week for my small business, my advice would be to go with the more reliable and consistent competitors. You will regret using this platform. When you're comparing rates across multiple platforms, add at least $12.75 to the total you see on pirate ship, as that is the most common additional handling fee I received, again, without any sort of specific explanation. You're told that it could be any of the following reasons, none of which applied to me. That is the extent of the information you are given. They also wait for you to have countless packages in transit, rather than hitting you with handling fees from the beginning. I had no issues the first month of using the platform and did not change a single thing in how I packaged & shipped my items. The second I started receiving hundreds of dollars worth of handling fees, I stopped using the platform. I'm currently going through and disputing every additional handling fee charge with my bank.Long story short, do not take their pricing seriously. Or at least take it with a grain of salt & be prepared to pay more than what you agreed to. I strongly advise to use someone else.

  Business Response

  Date: 10/28/2022

  ************* and Better Business Bureau,

  
  Thank you BBB for allowing us the opportunity to address concerns regarding carrier adjustments on our platform! Carrier adjustments can be one of the most frustrating aspects of shipping, especially when theyre consistently levied for seemingly vague reasons. Were happy to help clarify this situation and you avoid these charges moving forward.

  
  These Carrier Adjustments are coming directly from **** and will be levied on any postage selling platform in a case where there is a discrepancy between the details on a label and the physical package. While some platforms are able to mitigate these charges due to subscription fees, Pirate Ship is a free platform and adjustments need to be paid by the shipper when they are issued. That said, of course whenever you feel they are incorrect you always have the option to dispute the carrier adjustment within our app!

  
  After reviewing your communications with us, I can see that youre shipping long, thin packages with **** Unfortunately, it is very common for *** to send back Additional Handling charges for shipments that are this shape. These are known as Irregular Packages and need to be sorted separately from other shipments due to their size and weight.

  
  We have worked hard to get our system to identify a large number of cases where we're certain *** will send back adjustments, and we offer the option to mark shipments as Irregular Packages in those cases when purchasing a label. However, we do rely on our users to designate a shipment as an Irregular Package since they are the most knowledgeable regarding the type of package theyre shipping.
  
  Selecting the "Irregular Package" option won't prevent other surcharges from *** that their systems deem valid, but it will keep it from being a surprise carrier adjustment on your account, and you won't have to pay the $1 "Shipping Charge Correction Audit Fee" that *** charges for adjusting your shipment in the first place. Marking shipments this shape as irregular packages is the best way to make sure you're paying the correct amount up front and not getting charged after the fact!

  
  I apologize again for the vague descriptions provided by *** for these adjustments - we truly know how frustrating they can be and continue to work with our partners to try and host the best customer experience possible on our platform through iterating on their products and services. I hope that denoting your shipments as Irregular Packages will prevent these sorts of charges from being issued consistently moving forward. Please let us know if you have any other questions about this were always happy to help, and we look forward to hearing from you.
  
  ARrr,
  ***** from Pirate Ship
  

  
  

• Initial Complaint

  Date:10/04/2022

  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.

  -This issue seems to be unique to pirate ship, and I have data from **** to prove it--not once has any *** label purchased from **** resulted in this discrepancy about the 1" and every single time on pirate ship it is the same courrier and same issue. I am aware of measuring the external dimensions. That is what I do, and my reports are accurate.-Pirate ship continues to impose surprise and excessive fees about *** packages including one pictured that was purchased and delivered more than 30 days ago. I would like a refund for this charges. -Pirate ship should stop enabling *** to pass on these excessive charges to its customers. I have never had this issue selling on **** as shown in the records. It has happened consistently with Pirate Ship and *** packages only.

  Business Response

  Date: 10/05/2022

  Hello ***** and Better Business Bureau,
  
  Thank you BBB for bringing this issue to our attention! Receiving a large amount of carrier adjustments can definitely be a frustrating experience. Even with the ability to dispute these adjustments if they are incorrect, I know that the process can take quite a bit of time if you have to go through a large amount of adjustments.
  
  In your case, we've identified that the issue you are running into is likely Dimensional Weight, which typically happens if you are shipping large but light-weight shipments. After reviewing your emails, it appears that we've requested that you provide us with pictures of your packages so that we can diagnose why these adjustments have been levied against your account. In the meantime, it does look like you've submitted a dispute for the adjustment through our portal. Those tend to take about a week before they are approved or rejected by **** While we're hopeful that your dispute will be approved, our best bet for understanding and avoiding these adjustments would be to review the specification of a similar shipment to see if there is anything which may trigger future adjustments.
  
  We here at Pirate Ship dislike unexpected adjustments as much as our customers. Sadly this is a requirement from the carrier, and if postage is due to complete a shipment, those charges must be paid by the shipper. Other larger companies may use methods to mitigate carrier adjustments through subscriptions or additional sources of income, but as a small team running a free platform that solely provides discounted postage, we rely on our customers to provide us with the details of their package and provide the rate that matches up with the specifications. If *** finds that the package doesn't match the rate paid due to bulging, misstated attributes, dimensional weight, etc, then they will charge an adjustment for those additional fees. That being said, we understand that *** can make mistakes which is why we offer the ability to dispute the adjustments! While we're unable to disable adjustments across the board as you've requested, repeated adjustments are an indicator that there might be an issue with the way you are approaching the packaging - we're happy to help discover the reason for these adjustments with you and we look forward to getting those pictures so we can help you avoid these fees moving forward.
  
  Sorry again for the trouble, but we're hopeful that we'll see your dispute be approved soon! If you have any questions or concerns please feel free to reach out to our team and we'll work to get this issue resolved for you! Have a wonderful week and stay safe out there!
  
  We look forward to hearing back from you! 
  
  Regards,
  *********************************

• Initial Complaint

  Date:08/22/2022

  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.

  I shipped with Pirate Ship and insured my package for $1525....it was an **** sale. The item never made it to the **** international center in ********, and seems **** lost it somewhere. I have done all Pirate Ship has asked and then each time they ask for something further and do not honor my insurance claim. This has been going on since early July. At this point **** has billed me the refund to the buyer and I have yet to have resolution with Pirate Ship All I get is the ludicrous pirate speak and ask for more information, some of which is not possible to supple...though I have sent answers to all questions as I received info from ****.I am getting quite frustrated.

  Business Response

  Date: 08/29/2022

  Hello ****** and the Better Business Bureau,
  
  Thank you BBB for bringing this issue to our attention! Having a package go missing in the mail is one of the most stressful parts of shipping. Even with the added security of insurance, I know that the claim filing process is still often arduous and frustrating. 
  
  
  I have reviewed the documented claims process with us regarding your ongoing insurance claim for your missing package beginning on July 14th, 2022. I apologize for the trouble with the Affidavit and Missing Mail Search; we wish these requirements were more accessible for our **** users. Unfortunately these requests are made by *********** directly and our hands are tied when it comes to their evidence request requirements. Thankfully, it does appear that we have everything we need to continue forward at the current time.
  
  In reviewing your conversations with us, we can definitely understand the frustration with Shipsurances timeline for your claim, as well as the use of Pirate Speak which *** have felt like we were making light of a situation that is incredibly serious to you. That was not our intention and we apologize for that impact that *** have had on you. We have made a note on your account to stop using pirate speak on July 25th. 
  
  As of 8/26, it appears that we have uploaded the confirmation of the claim amount to *********** and they are moving forward with that information to reach a resolution! We will reach out again once we have the next steps from *********** so we can get that payout sent to you! Please let us know if you have any other questions or concerns regarding your claim. We pride ourselves on world-class customer service, and we apologize that this claims process has been so drawn-out and frustrating.
  
  Sincerely,
  Lead ***************************

  Customer Answer

  Date: 08/31/2022

   
  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:08/22/2022

  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.

  Seven separate packages sent from this website using my full name and home address, that I did not send. The packages were sent from ******* and I live in ******. Ive never used the company in question to ship anything. Yet I have confirmed emails and tracking numbers of packages that were sent from my name and address. I have the emails from **** and spoke to **** to 100% confirm they were sent from by name and address but shipped from other states that I do not reside in, or have never been to. When I attempted to contact the company, they do not provide a phone number and the chat was a robot for the first half of the conversation and someone who told me they were going to find answers, and I never heard back from them. I sent more messages with zero replies from the company. Mail fraud is being committed by this website and those who use it and my personal home address has been sent to at least seven people I do not know, and who knows what was shipped.

  Business Response

  Date: 08/29/2022

  ***************** and the Better Business Bureau,
  
  Thank you BBB for bringing this issue to our attention! We appreciate your outreach and we apologize for the inconvenience this situation has caused you. Because we are partnered with a federal organization in ***** we take any security issue very seriously.
  
  Upon reviewing our conversation with you, we saw that your address information was being used as a return address on another persons Pirate Ship account that you had no knowledge of. We have reviewed all of our conversations to date, and our security team locked the account in question so no further purchases or transactions can be made. One of our managers followed up with you on August 23rd with an update.
  
  We are continuing to investigate the situation and we will follow up with you as soon as we reach a resolution with the account holder using your personal details.
  Im so sorry for the inconvenience and stress that this situation has created for you. We will be in touch via email during our investigation, and are happy to answer any questions or concerns you have in the meantime!
  We look forward to hearing back from you!
  
  Sincerely,

  Lead ***************************

• Initial Complaint

  Date:07/15/2022

  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.

  Hey Pirate Ship,Sometime in fall of 2020 I informed you'll that the end of day scan sheets do NOT count as acceptance scans for **** parcels and therefore if the ONLY scan for the parcel is the end of day scan the **** claims that the shipper did NOT deliver the parcel to **** and therefore will make no effort to locate the parcel until it is scanned somewhere in the mailstream.Now, I asked you'll to try to get this problem fixed with the **** and you'll refused to do anything about it. Since then I have filed 150+ complaints with the **** about this problem and nothing has been resolved yet. Now I know, it's difficult dealing with the **** but I STILL THINK you'll should be making an effort as well to fix this problem. You'll provide me with the End of Day sheets which are pretty much worthless, ie you'll are providing me a with a product that does NOT work, therefore you'll should be making an effort to get this problem fixed. Please help me here.take care,gavin

  Business Response

  Date: 07/18/2022

  Ahoy ***** and the Better Business Bureau,
  ?
  ?Thank you for taking the time to notify us of this problem that you experienced while using **** End of Day **** forms on Pirate Ship. As official ******** of ****, we appreciate the opportunity to better serve our customers.
  
  The End of Day **** forms are meant to be an easy way for the *********** to scan all of your shipments at once. While this can be very convenient for the *********** workers, the acceptance scan initiated by the **** Form is not equivalent to a tracking scan within the mail stream. The acceptance scan will allow the *********** to anticipate the amount of shipments that you are dropping off or having picked up, but until the tracking information is updated, the *********** can't account for the packages' locations, which I believe is your main concern.
  
  Im so sorry for the repeat issues youve had with your *********** and **** Forms! With +150 Complaints, it sounds like they have definitely been giving you a hard time, and we wish that weren't the case! Unfortunately by design, the **** forms are working as intended, so sadly there isn't a way for us to resolve the issue that you presented. We at Pirate Ship always aim to help as much as possible, and truly hope that this issue is resolved at your local **** in the future. We do, however, have some tips that *** help!
  
  We always recommend addressing issues with your local *********** first by speaking to the Postmaster there; forming a strong relationship with them will be the best way to prevent repeated issues from happening into the future. If you are scheduling pickups for your shipments that are utilizing the **** form, we recommend to instead drop the shipments off at the ***********. This will take out the possibility of packages being lost in transit on the way to the ***********, and it will also allow you to verify the total number of packages that you are dropping off. Additionally, if you are experiencing repeated problems with the *********** where you've lodged your complaints, it allows you the option to simply drop them off at a more reliable location.
  
  I hope speaking with the Postmaster and bringing your packages directly to the counter alleviates the issues youve been experiencing. We apologize that the **** forms function differently than how you were anticipating, but we hope to continue helping in whatever ways we can!
  ?
  ?Best regards and happy shipping,
  ?Lead ***************************

  Customer Answer

  Date: 07/18/2022

   
  Complaint: 17574057
  
  I am rejecting this response because: 

   

  Hey Pirateship,

  The end of day scans are WORTHLESS.  If a parcel gets misplaced or stuck somewhere before it receives a scan AFTER the end of day scan there is NOTHING I can do about it until it finally appears in the mailstream.  NOTHING.  This happens to me ALL the time.  It would be greatly appreciated if you'll made more of an effort to make the **** aware of this and fix the problem.   I've had parcels sit missing for upwards of FIVE weeks and there was nothing I could do about it because the parcels ONLY had an End of day sheet scan. 

  What is the point of the end of day scans if those are NOT proof that I delivered the parcels to the ****?  The end of day scan sheets are worthless. 

  Sincerely,
  

  
  *****************************