The overall rating reflects the current state of the app. It accounts for all app reviews but prioritizes the most recent ones.
I had some communication and trust issues with the assigned young and fearless "account manager", but Imtiaz (his boss) was involved in the case immediately and resolved it professionally and respectfully.
Honestly, it is a good platform. We've worked with more than 5 similar shipping service providers and eShipper is one of the best for seamless integration with Shopify. The most competitive pricing that we've noticed are UPS and DHL in many cases, and even Purolator once in a while.
Overall I would recommend the service. It's definitely worth trying.
Such a shame that it could have been a 5-star.