Reviews (18)
Refine
-
By rating
UPDATE 1/9/24: I'm amending my review to 4 stars (up from 3) because my account manager reached out to (1) help me fix some settings in my account portal which should fix the issues of notifications no longer going out to customers, and (2) offer me 90 days to grow to meet their shipping minimums. While I can't give 5 stars because of some of the surprise bills and tracking/tech issues, overall, I'm happy with the service and would like to remain on it.
OG REVIEW: It was good, but we've had issues with them changing the rates after the shipment a couple of times. There's no recourse - they just charge your bill.
Now, it's not syncing with Shopify anymore so there's no shipping confirmation emails going out, despite it appearing to be set up properly and nothing changing.
The customer service person is helpful, and I really like her, but I'm going to be getting kicked off their platform in mid-January since we are just building our business and don't ship enough per month on LTL. So, now it's time to find another carrier I can work with directly.
Thank you for your feedback. We're sorry to hear about the issues you've encountered with rate changes and syncing with Shopify. Our team takes these concerns seriously and will reach out to you directly to discuss your specific concerns and find a resolution.
We appreciate your assistance in helping us address this matter.
The Freight Club Team
1/5/2024 - Update: Following my 12/15/23, Manager, Chris Mammen reached out to get a better understanding of what was occurring with my account, Chris really listened to understand and help and not simply site, "business policies" and toss me away, he identified the root cause, kept open and frequent communication and stated he's working internally for future improvements, with the type of customer service being provided to us, Clients, and the processes that lead us here to begin with. My original rating was a 1 star, I have updated this to 3 stars, solely on Chris's efforts. Chris, as an individual, gets 5 stars, he's a good human being.
12/15/23 - Update: This company assigned Jason Wu to assist me, I spoke with him twice, his approach was simply to advice of Freight Clubs policies, why my disputes were not their fault, request that I take down my negative reviews because in his words “it’s not fair” offer a $200 “good faith” shipping credit. When I did not JUMP at the “good faith” offer, he threatened to remove it. Freight Club is this the Senior Management style you’ve trained your associates to have?
The integration with Shopify was easy enough, thereafter, I do not recommend. The customer service are not advocates for the seller, they side with the carrier on any/all issues. They are slow following up with carriers that have delays in shipment pickup and delivery. As a seller, you'll end up doing all of the leg work including follow-up to resolve issues and for the amount being charged by the shipments, their service needs a complete overhaul. Use a different LTL service. When disputing overage charges, they debit unauthorized charges while your cases are in dispute. This company is trash.
We appreciate your feedback and apologize for the inconvenience you've experienced with our service. We take your concerns seriously and have escalated your case. Our Senior Management team will contact you within 2 business days to address your concerns and work toward a resolution.
Thank you for your feedback.
The Freight Club Team
User BEWARE! This company has shady billing practices and will bill you for additional fees afterwards that are not true the one they use all the time is limited access, which should be illegal to charge because we have 10 loading docs with trucks coming in and out daily and they have tried to charge this multiple time and when you try to dispute this with overages you get the runaround for months (yes months) which they are hoping you will give up but some of these charges are $100 -$300 which will add up and that I feel is their shady tactics, if you also get this please email it to your attorney general so hopfully enough of us can get this and stop them from this bad practice
Thank you for your feedback. We take your concerns seriously and are committed to providing transparent and fair billing to all our customers. Your case has been escalated, and our Senior Management team will contact you to address your concerns and work toward a resolution. Thank you for your understanding and patience.
The Freight Club Team
Installed the app and can't get a response from support for almost a week. Would only recommend this app if you like wasting your time.
Thank you for your feedback. At Freight Club, we strive to provide prompt and helpful support to all our customers. Please rest assured that we're actively working to address all outstanding queries as quickly as possible. For standard email inquiries, our response time is typically less than 8 hours, while urgent issues can be addressed immediately via our live chat feature on the Freight Club app.
We appreciate your patience and understanding.
The Freight Club Team
FreightClub has been amazing for my business. They make the shipping large LTL items process incredibly simple for me and my customers! The platform is simple to use and the process is seamless for our business. Even when we had multiple issues happening at the same time, Freightclub's customer service was amazing in helping us solve our issues quickly and efficiently! I highly recommend for any high-ticket eCommerce stores.
Chris has been absolutely ON IT with our account. We had a gigantic list of issues with Freightclub, and Chris knocked out pretty much all of them, even though technically it wasn't even his job! Every time I reach out, he responds quickly and escalates if necessary to upper management. I have a much better relationship with Freightclub than I did in the past, despite the previous issues I detailed below.
1. Multiple website breaking glitches which go on for weeks at a time undiagnosed. When brought up, tech team tells you it's your problem, not theirs. Or that they cannot identify the issue. Or it requires an enormous amount of legwork and follow-up on your part to get them to fix anything.
2. Are slow to follow up with carriers, and have to be reminded often about follow-ups with carriers.
3. Previously had issues with:
- Products not importing
- Products importing incorrectly
- Updates to products erasing existing data upon import
- Dimensions continuously being erased, and having to re-input multiple times
- Additional packages being continuously erased, and having to re-input multiple times
- Rates not pulling correctly
- Providers showing up that should not be showing up as valid shippers for your product
- Landing page/home page broken
- Not able to book shipments at all
- Not able to book with certain carriers (not specified)
- After booking, shipment is not actually booked, and never gets booked, even though your card shows pending charges
Chris has been thru all of these and helped correct the majority of them for our account.
We sincerely appreciate your feedback and want to express our understanding of the frustrations you have experienced. As a company, we strive to provide exceptional service and a seamless customer experience, so it is disheartening to learn that we fell short of your expectations. We want to assure you that your concerns have not gone unnoticed and that we are actively working on resolving them.
Our teams are fully aware of the issues you have raised and are committed to finding effective solutions. They are dedicating their time and effort to investigate the root causes, identify areas for improvement, and implement the necessary changes. We understand the urgency of the situation and are working tirelessly to expedite a resolution.
Once again, we regret any inconvenience you may have experienced, and we appreciate your patience and understanding during this process.
Freight Club has the best product out there for shipping LTL and has thoroughly built out a scalable product that integrates with Shopify. Mad that I didn't find them sooner but happy that we've finally arrived at a great solution to tackle our challenges and provide our customers with a value add-on. Also, the customer support and dedicated account managers are amazing!
Freight Club is an excellent 3PL service, easy to use, and fair pricing. Would recommend for any e store
We've work with Joe and his team for about 8 months now and they've been terrific. Their site is easy to use and very user friendly. There have been minor issues, but Joe and his team are always there to solve it. Great communication and easy to work with. Thanks FreightClub team!
I haven't leaned into the actual App integration yet but I am extremely pleased with Freight Club's prices, customer service, and the UX of their site...I'm excited that they even HAVE an app to integrate. I feel like even if for whatever reason the app had some flaws it would STILL be so much more beneficial than having no integration at all. I'm excited to see how it works out. And either way I recommend Freight Club!