Complaints

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:07/24/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ship using www.STAMPS.com. Stamps.com uses Shipsurance for package insurance coverage.We filed a claim and then we get an email from Shipsurance stating that they will no longer insure us.Effective Date: 07/26/2024 *********************** ***************************************************************************************************** Email Address: ******************************* Dear *************************** to adverse shipping claims, it is hereby understood and agreed that, effective from the above date, shipments requiring coverage for "***********************", on behalf of "***********************", and on behalf of the household or business of "***********************" or "******************* Supply", are excluded from shipping insurance coverage issued by Shipsurance or a Shipsurance Insurance Services partner.Coverage is excluded when purchasing insurance from: ParcelGuard The shipsurance.com website Or any other 3rd party provider of Shipsurance shipping insurance We thank you for insuring with us, or through our partners, and are glad you were able to realize great savings and support while utilizing our coverage. We hope your business continues to flourish.To make sure that your future packages are covered and that you have uninterrupted coverage, we suggest purchasing coverage from the shipping carriers, directly, as of the effective date above. Please note: All packages that you have previously insured with us continue to be covered.Dated: Friday, July 12, 2024 Shipsurance Insurance Services

  

  Business Response

  Date: 07/25/2024

  Thank you for submitting a complaint. You are able to declare a value on your shipments with the shipping carrier, directly. Alternatively, you can insure your shipments with other private insurers. Please reach out and we can provide you with some options.

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22010160
  
  I am rejecting this response because:

  I want to ship using STAMPS.com and I do not understand why you would discontinue our ability to insure through you just because we used the insurance that we purchased and filed a few claims.

  Isn't that the point of insurance?

  If you feel that **** damages too many items then maybe you should disallow the shipping of packages using your software through ****. It is not fair to the customer to cut us instead.

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

  

  Business Response

  Date: 08/10/2024

  ************** (******************* Supply)

  You can continue to ship using Stamps.com, however, our shipping insurance is not currently available to you. You are able to declare a value on your shipments with the shipping carrier, directly. Alternatively, you can insure your shipments with other private insurers. If you reach out to us we can provide you with alternatives. 
  

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22010160
  
  I am rejecting this response because:

  This is the same reply that you sent to me the first time.

  I know that I can use USPS.com but I want to use STAMPS.com.

  We did not break any rules.All we did was use the insurance that we purchased.

  I will be taking this to the Attorney General.

  You cannot punish someone for using what they paid for.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  INSURANCE PURCHASED THROUGH SHIPSURANCE AND ITEM DAMAGED. THEY ARE DOING EVERYTHING POSSIBLE TO NOT PAY THE CLAIM. IT WAS A RARE ANTIQUE CLOCK. IT WAS INSURED FOR $1500 AND NOW THEY WANT 2 REPAIR ESTIMATES. YOU CAN'T REPAIR THAT CLOCK TO THE ORIGINAL WAY. PAY THE CLAIM. INSURANCE WAS PURCHASED.

  

  Business Response

  Date: 07/09/2024

  ************************* - Thank you for filing out a complaint. Can you please provide a claim number or tracking number so we can reference your claim? We have no listing of a "********, MALA " in our system.

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21955434
  
  I am rejecting this response because:

   

  TRACKING NUMBER 1ZH686K20333246440
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/18/2024

  The claim belonging to tracking #1ZH686K20333246440 was paid on 7/16/24.

• Initial Complaint

  Date:06/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A Shipsurance policy was purchased through Pirateship for a piece of jewelry being shipped back to the manufacturer for a warranty issue. During this process, *** lost the item. Shipsurance is denying the claim because no "signature on delivery" was purchased on the item. I would completely understand their refusal to pay if this item was lost by being left at the doorstep somewhere, however it was lost in shipment, and never left ***'s hands. Me purchasing a signature required label would not have changed this outcome, and this is merely a way for them to not pay the claim to people who do not completely read the *** (which you are not forced to read before purchasing the policy). I feel their terms are written in poor faith, knowing that the vast majority of people are not going to read through all of them, and people will just believe that they are covered in exactly this situation. Beware, you are likely not covered.

  

  Business Response

  Date: 06/13/2024

  ******************************* - Thankyou for your complaint.

  You are presented with the coverage terms and conditions when insuring your shipments. The terms have a specific section with a larger bold font that indicates "Pay special attention to the following coverage exclusions and conditions:" One of which is "Jewelry (includes necklaces, earrings, watches, rings, bracelets, brooches, etc.) with a value of $1,000.00 or more must be sent with the direct or adult ****************************** provided by the Carrier (must be signed for at delivery)."

  
  

• Initial Complaint

  Date:05/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Insurance company is not willing to adhere to their insurance policies and is not honoring their contract.

  

  Business Response

  Date: 05/17/2024

  *********

  We are happy to look into this for you. Can you please provide a tracking number or claim number so we can research? We do not have filed under the details you provided the BBB:

  *******************************
  CO 80906
  Daytime Phone: ************
  E-mail: ***********************

• Initial Complaint

  Date:05/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought insurance via shipsaver on Nov 25, 2023, for a shipment that *** lost. Upon contacting, I was asked to submit an invoice copy, *** loss report, **** customer's verification. *** took 45 days & gave the lost report. I gave it to ShipSaver on Jan 16. On Jan 17, they asked me to send images of the shipment, evidence of its ********** **** id proof. I sent every document they asked. They sought proof of the item's purchase on Jan 19. I gave it. They then asked that I give them a screenshot of all interactions that took place between me and the buyer. I sent that. They told me to ask my customer to file a police report. It was bad now. They asked my client to go to the trouble of filing a police report. I asked them as to why, given that *** admitted that they lost the package, they are still asking so many thing. **** said that before deciding to file a claim, they are free to ask any questions. Well, my customer submitted an online complaint to the local police. They denied it, asking that an in-person report was needed. I am not sure how the two reports would have differed. Well, my client filed it in person. Police took a month and found that the package had been lost. I gave the case report to *********. Then I was asked to show proof of my customer's address. I sent. Then they asked for my address proof, I gave a letter from my bank because I didn't have anything else. Then they asked for a copy of my bank statement. Even though it's a personal document, I sent it. Then they asked me to send a utility bill as address proof. I told them that the bank account was the only proof, but they kept asking for the utility bill. On Mar 22, they told that my insurance is expired. One after another, they just kept asking something just to deny the claim. It was $2000 package for which I took an insurance. I won't suggest anyone to use shipsaver. They are running a scam center and will find any reason to deny you a claim. Better to go with the carrier insurance.

  

  Business Response

  Date: 05/17/2024

  ************************* - Please contact our claims team if you have questions. We see that you insured 2 packages and filed lost claims for both. Please let our claims team know what claim you are referring to and they can assist.
  
  
  

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21667432
  
  I am rejecting this response because your claims team doesn't respond to the claim. This is my claim BAYSK-************ and check all the unanswered mails regarding the same claim. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/13/2024

  Please reach out to your claims representative and reference claim #BAYSK-************

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21667432
  
  I have responded you on the same mail trail. Awaiting a response

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

  

  Business Response

  Date: 08/01/2024

  We reached out via email on 7/1/24 letting you know what was needed and have not heard back from you. We will follow up once again. Sent to ********************************

• Initial Complaint

  Date:05/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 17th, 2024, I purchased a shipping label from PirateShip.com to send some mobile phones from my home in ******* to my apartment in ***********. Since the items being sent were valuable, I purchased $2,000 of insurance for the shipment from ShipSurance, which is PirateShip.com's shipping insurance partner.My neighbor dropped off the package at a nearby post office on March 18th, 2024, and was given a dropoff receipt, which I have provided to Pirate Ship and Shipsurance (hereafter "PS/SS").Unfortunately, a few days later, on March 20th, 2024, **** lost the shipment in transit.On April 1st, 2024, I filed an insurance claim for this lost shipment with PS/SS. I submitted a seemingly endless number of details about the shipment, including a photo of the products contained in the shipment, the front and back of my drivers license, a photo of the **** tracking indicating that the shipment had been lost in transit by ****, a photo of the dropoff receipt, receipts for the original purchase of the goods, and I initiated a "Missing Mail Search" at **** to find the package. I followed all of the instructions given to me by PS/SS to finalize my insurance claim.On April 12th, 2024, I received an email reply from PS/SS asking for me to submit something that PS/SS referred to as "Final results of the tracer." I replied to them and explained that I had already filed and initiated Missing Mail Search with **** back on April 8th, and that proof of this had already been provided to Pirate Ship/Shipsurance. They replied again, insisting that I provide "Final results of the tracer." I explained that **** does not offer a "tracer" product at all, but rather only offers a "Missing Mail Search". I also explained that **** had not promised to send me any "final result(s)" of their "Missing Mail Search", so PS/SS was seemingly asking for something that **** would not provide to me. As a result of this impasse, PS/SS has repeatedly refused to pay for this claim.

  

  Business Response

  Date: 05/10/2024

  This claim is currently open and we are in communication with Pirate Ship.

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21621629
  
  I am rejecting this response because:

  ShipSurance has repeatedly refused to pay out on this legitimate claim. They are pretending that they do not have a responsibility to substantively reply to this dispute because they choose to believe that this claim is still open, however, since they have repeatedly refused to pay out on the claim, they have de facto rejected the claim, and they are opening themselves to incoming litigation as a result.

  What a joke!

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

  

  Business Response

  Date: 05/31/2024

  This claim is currently open and we are in communication with Pirate Ship. We are awaiting the response from the **** for the "Missing Mail Search Request ID MRC ************". ********************************************************************************** . We want to be sure they did not locate your shipment.

   

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21621629
  
  I am rejecting this response because:

  Shipsurance is simply trying to cause anl endless series of delays (via document requests for documents that do not exist!) to avoid paying out on the claim. The shipment has been lost for nearly three months now! **** cannot find a shipment that has been lost for months. Unbelievable!

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

• Initial Complaint

  Date:03/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After using PirateShip and Shipsurance for about a year, Shipsurance has decided to DROP our company for having the nerve to file a claim for a package that arrived damaged. Bear in mind, we've only had ONE prior claim, making this the second. (which I'm not expecting they honor). They SEEMED like a better option in comparison with lower rates.I guess this company only works if you are lucky enough to never have missing or damaged packages. It is beyond pointless to buy insurance when the insurer will just drop you for using the service.We would recommend anyone not to pay for this sub-par service.

  

  Business Response

  Date: 04/01/2024

  *****, Thank you for submitting a complaint. 

  We do appreciate the packages that you have insured with us in the past. We count 3 claims for a total of $6450 in value from your company out of 109 shipments (2.7%). 2 have been paid in full and the other is pending supporting documents. Can you explain why you are leaving negative reviews here an on other platforms when we have taken care of your business and paid the 2 completed claims to date? We can refer you to other insurers if the carrier coverage is not a good option for you. 

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21500835
  
  I am rejecting this response because:

  A insurance company is only useful if it keeps insuring. If you decide to drop us after rarely using your services, that leaves us scrambling to find proper insurance for our high value shipments. We ship original works of art and are fully insured and packed appropriately, and that just results in a higher declared value for our packages.

  Like I mentioned before, if there was a conversation about an issue, that would be understandable. I couldn't talk to or email anyone that gave me any help after this decision was made; I was simply placated and told the same thing over and over again. (that we weren't able to use Shipsurance any longer)

  I'm not the only one that seems to have found your policies and practices to be less than desirable. You'll likely only see good reviews from customers that you are able to actually retain and not just turn your back after anyone uses your service more than twice. 

  
  Sincerely,
  
  Worthington Gallery

  

  Business Response

  Date: 05/09/2024

  Worthington Gallery - We thank you for your business. As you secured our coverage through a partner shipping program, our communication is routed to you through that platform. This leads to limited communication to discuss the coverage. We will work to improve that in the near future.

  For your records, 2.8% of your insured shipments resulted in shipping claims. As you continue shipping artwork to customers, you may want to revisit packaging methodologies to limit your losses, as 2.7% is a high number and may make it difficult to secure protection for your shipments in the future. We are happy to refer you to other insurers if the shipping carrier's protection program is not an option. Just let us know.

  Customer Answer

  Date: 05/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept the response. 
  
  Sincerely,
  
  Worthington Gallery

• Initial Complaint

  Date:02/21/2024

  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.

  I shipped an item around January 17 to a buyer and *** did not deliver the package even though it had been marked delivered. I made sure I took the correct steps of making sure a signature was going to be required. I also insured the package with pirate ship and shipsurance. it is now almost February 17 and we still don't have a resolution. I have seen countless documents, screenshots and proof and I still have no answer. My buyer has already threatened to file a chargeback which they are in their rights to do. *** has already admitted, fault and negligence And sent me a check for their standard hundred dollar insurance. I understand things take time but I'm out of $2000 right now so I'd really appreciate some help..

  

  Business Response

  Date: 02/21/2024

  ***************************** - Thank you for the complaint. Our claims team has been in constant contact and is investigating the loss. 

  Customer Answer

  Date: 03/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/21/2024

  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.

  The company refuses to payout a $2000 insurance policy for a package sent on January 4th, 2024. A missing mail search was submitted on January 11th. On February 10th, **** sent an update saying they still cannot locate the package. After contacting ShipSurance, they still refuse to payout, stating the package could still be returned. This is 6 weeks after the package was originally shipped. I provided all the documentation requested, as well as a statement from the recipient stating they did not recieve the package.

  

  Business Response

  Date: 02/21/2024

  *************************** - Thank you for the complaint. Our records show this claim was paid in full on 2/20/24. Please reach out to our team if you have any questions.

  Customer Answer

  Date: 02/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i use to send small packages with www.pirateship.com and always i pay extra for insurance because i had few bad experience in the past with lost packages.They have a partnership with ShipSurance for that.I filled up a claim for the tracking number AHOY1KC71P3M because the package is lost and i had to give a full refund to the buyer.After weeks of waiting they denied my request because "The claim has been closed. The shipping carrier prohibits the shipping of the item(s) that were shipped"I have sent them print screens from **** ,because they always ask for that, so because is about a cell phone they have a standard answer "prohibited item" BUT, when i ship international i always ship the phones without the battery because i had problems in the past.My cell phones are ***** years old and most of the time the battery is not a lithium battery but that is another problem.So inside the package is just a phone without the battery.

  

  Business Response

  Date: 01/08/2024

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

  Thank you for the complaint received on 1/8/2024. After reviewing your claim, we see that it was paid on full on 12/12/2023. Please let us know if you have any questions or concerns.