Easyship ‑ All in One Shipping

Bas customer service.
I used to love this app, changed the game for my canadian business shipping mostly to the US. I spent thousands of dollars in shipping labels in the past year but unfortunalty they expereienced some issues with their UPS account. From what I understand the account was blocked. I had a similar issue in the past with Shippo (another thirdparty) and they solved the issue in 1h. I reached out almost everyday to easyship's customer service and they keed telling me that they will escalate this (to whom idk). I can't use my account anymore and they won't help me solve this.

I like the simplicity of easyship and it is very user friendly. The only thing i would like to see for improvement is two things.

1) Increase the speed of the software. There is alot of slow down even when cookies are cleared.

2) Ability to just have the insurance payback to be put on the credit card that is on file.

Very disappointed with the service throughout. Their customer service is a mix of AI bots and staff who clearly don't want to provide any useful information.

For example, we had an issue in regards to DDP on our site and EasyShip suggested we have a call to walk through it. Not only did their booking system not work, but we later realised that the 'person' we were talking with was just giving AI answers time and time again without ever helping us solve the problem.

Whilst the concept of the app could be useful for many, unfortunately we can't recommend it at all. Especially given the experience we've had trying to put through an insurance claim from September.

The Claim:

Whilst EasyShip were not the ones who caused the damage to the valuable product (that was UPS), they provide no information on their dashboard about how the insurance claim is progressing and when emailed directly they simply say "...there are multiple parties involved, including the courier and internal claims team.".

Whilst I can understand that these things take time, particularly a high value item like we had, the fact that we've been left in the dark for months is ludicrous.

Furthermore, 3 weeks ago they informed us that the claim was now with their insurance team after UPS had conducted their investigation. EasyShip sent us this email:

"Please note that the Insurance team is the final authority for processing the claim. They will reach out to you directly for any further communication or updates.

As such, we will proceed to close this thread from our side.

Should you need any assistance in the future, feel free to reach out."

At no point did they provide any contact details for the insurance team even after multiple requests for more information, and 3 weeks later we still do not know the status of the claim having not been contacted by anyone at EasyShip.

It's been 2 months since the original submission for the claim and we still don't know the situation.

Disappointed with the service throughout.