Reviews (78)
What merchants think
This is generated by Shopify Magic. It's shown when an app has 100+ reviews and at least a 4.0 overall rating.
This is generated by Shopify Magic. It's shown when an app has 100+ reviews and at least a 4.0 overall rating.
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Merchants value this app for its high-quality, eco-friendly European products, seamless Shopify integration, and easy product import with detailed descriptions. It offers unique marketing materials and advice, automated order processing, and inventory management. The user-friendly interface and responsive customer support are praised. Efficient order processing, reliable tracking, and reasonable shipping times, especially in Europe, are highlighted. Continuous product updates keep the catalog appealing.
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i am on a dispute with them they have never acknowledge me paying a charge for a plus memebership that i have stopped because i informed them that i need to withdraw from the applivcation and i have removed all their products but they say that i still need to pay a charge that was already paid. i have asked them to check maybe there are 2 different account under the same store as the billing shows 2 different invoice numbers. but today i have received an email very sarcastic about not being tom cruise in mission impossibe this is what the email stated and they dont want to remove the charge because i don't want to go further with the subscription.
I am just replying here since i dont know where to go to reply to you .
Thank you for your answer (developper) i was waiting for someone to address my query and double check and this is what i have asked in all my emails for a confirmation that there wasn't any double payment, as i got 2 different invoice numbers that is why i was in doubt if i had done a mistake while subscribing (you can go check these 25 emails) it was really unprofetional from the customer service to be sarcastic with me. and i repeat again i had never accused hertwill that they have been not honnest i receive the payment title as subscription fees knowing that i the previous ones were marked as application fees that is why i asked to double check but my query was not addressed it was just a repeated info. and the biling cycle started on the 10 of may 2026 same day i have unsubscribe and asked for removal of the payment then i got informed that i didnt pay the April invoice which is not true and the screenshot customer service had sent me had just 2 payment cycle that is why again things were unclear for me and i have tried to communicate with Hertwill and not to accuse. i hope tings have been cleared for you. this is what happended. Also the same happened last month when i requested to stop my subscription and get a refund i have been told that you dont give refunds. thank you for your patience. it was very unprofessional from the customer service side to handle the issue in this way.
Hi,
We’re sorry you feel this way, but this review does not accurately reflect what happened.
You did not have two active subscriptions for the same store. You first started one Hertwill plan, then upgraded to another. The unused part of the first plan was credited, and the upgraded plan continued as the active subscription. We explained this to you already on March 1, and you replied by thanking us for the clarification.
Two months ago, you also asked if the subscription payments could be postponed while you focused on bringing traffic to your store. We replied and explained that Hertwill’s subscription is for access to products and fulfillment, not for marketing results. We explained that Hertwill has a free plan and told you how to switch to it. You did not switch to the free plan at that time and continued using the paid plan instead.
The final charge was for an already active billing period. Halfway through that period, you removed the products from your store and switched to Hertwill’s free plan, which cancelled the paid subscription going forward. However, cancelling in the middle of an active billing period does not remove the charge for that period. Removing products from your store also does not cancel a Shopify app subscription by itself.
We also replied to more than 25 emails in less than 48 hours and explained the subscription timeline, credits, billing periods, and cancellation process repeatedly. We understand billing disputes are frustrating, but accusing us of ignoring the issue or billing incorrectly is not fair when the subscription records show otherwise.
Team Hertwill
Very good experience so far.
+Products are easy to import, descriptions very detailed, professional images.
- More images per product and at least one video per product
Over het algemeen tevreden.
Er worden wel geregeld verkeerde items verzonden, maar dan is ook niet perse te verwijten aan Hertwill, maar komt uit het merk zelf. Het wordt dan ook vaak keurig opgelost.
Ze beloven alleen soms wel dingen die ze niet na kunnen komen en dat is erg jammer, dat zorgt voor extra administratie vanuit ons en teleurstelling bij onze klanten.
Afgelopen maandag zouden de producten die ik een aantal weken geleden heb gestuurd verzonden worden...het werd beloofd per mail.
Je raadt het al...niets verzonden en communicatie blijft ook uit...
Mi experiencia con Hertwill ha sido muy buena. Tienen un catálogo bastante amplio con productos interesantes y de buena calidad, y además la atención al cliente siempre ha sido rápida y muy amable cuando he necesitado ayuda. En general, me parece un proveedor fiable y fácil de trabajar para una tienda online.
¡Muchas gracias por la reseña! Nos alegra mucho saber que tu experiencia con Hertwill ha sido buena y que el catálogo, la calidad de los productos y nuestro soporte te han resultado útiles.
Intentamos que trabajar con Hertwill sea lo más sencillo posible para las tiendas online, así que leer esto nos alegra el día. Gracias por confiar en nosotros.
Bra produkter, enkel hantering på webbsidan. Tyvärr kostar det dubbelt att ha två shopar även om man inte använder alla produkter man betalar för. Detta var oklart i informationen som ges på hemsidan.
Tack för din recension!
Kul att höra att du gillar produkterna och att Hertwill är enkelt att använda.
Vi vill bara förtydliga en sak: Hertwills prenumerationer gäller per butik, vilket betyder att en butik = en prenumeration. Detta står tydligt på flera ställen på Hertwills webbplats.
Den skärmdump som delades med oss verkade komma från Googles AI-sammanfattning, inte från Hertwills webbplats. Tyvärr kan sådana AI-sammanfattningar ibland visa felaktig eller ofullständig information.
Den mest tillförlitliga informationen finns alltid på Hertwills webbplats eller direkt från vårt supportteam.
Tack igen för feedbacken. Vi tar med oss att detta kan behöva göras ännu tydligare.
ANOTHER UPDATE 1/30 2026:
If my experience is that you, Joseph, where rude, then that experience is TRU and not for you to question as false! You should listen to your customer and reflect on your way to approach the customers and not disqualify their feelings about your behaviour as a misleading false review! Take responsibility for you actions and behavior and listen to REAL feedback!
UPDATE TO REVIEW IN THE BOTTOM OF THE TEXT!!
slow customer support. Wrote to them 30/12-2025 and again 3/1 -2026 and yet to this day 9/1 they haven´t answered and my customer is waiting for her order that is not sent yet! She made her order 29/12-2025!!
Also some companies sell their products on Hertwill with a higher price than on their own webshops! I have already informed Hertwill about one of those brand, but it´s impossible for me to do their work and be a detective for all their products and report to them what products that are priced to high. Hertwill should do that control. But obviously they don´t.
UPDATE 2026-01-20:
I asked to have my email changed. They finally did and now my whole Hertwill account is gone!
I immediately reach out to Joseph, the founder of Hertwill, as he had recently emailed me. I told him the account was gone and I sent him screenshots. He said maybe it was because of the e-mail change. I told him that I had asked for an emailchange, not to get my account deleted.
He responded that I should log in with my new email but I was already logged in and sent screenshot again showing that there was no dashboard, no orderhistory, no importlist etc, just a huge sad emoji cover the entire screen where the dashboard should have been, saying "something went wrong". Joseph just left the ongoing e-mail conversation completely ignoring that I can´t manage my Hertwill account!
THIS IS SERIOUS!! I´m telling him my account is gone! subscription and all! I paid 39Euros 6 days ago, and I can´t use my account! And he don´t give a crap about it!
This all happened after me giving my previous 1 star review of Hertwill, and founder Joseph answers a bull**t reply to the review trying to save his a**.
He also sent me a very disrespectful email, right after replying to my review, criticising my webshop, basically saying it´s ugly.
I am not interesting in getting hunt down and horassed by the founder of Hertwill who dosen´t want to own up to Hertwills mistakes and gets offended by an authentic review.
And about my previous review, I did not say that brands sell their products lower than their wholesale price on their own stores, I said that their "wholesale" on Hertwill sometimes are higher than their RETAILPRICE on their own stores.
And the unanswered emails to the customer service was ABOUT the card that they had claimed was working without extra authentication but did´t seemed to anyway. The "failed" icon never changed status, even when it was extra authenticated or not, or when it was working or not, so it was impossible to know!
Weeks earlier I had asked them to change my email since I had changed domain, and they said they would, not telling me that I hade du ask for the change from my previous email.
The issue was totally ignored.
After the third mail, customer service was sweet and took full accountability, unlike Joseph, the Hertwill founder, who in the reply to my review blames this on me and only takes partial accountability.
This is just unbelievable ... I seriously loved Hertwill from the beginning, I never expected it to become this nightmare...
Thanks for the feedback, and sorry you had this experience. We understand the frustration and we should have handled parts of this better.
Regarding the delayed order, the reason it wasn’t shipped was that the payment for that order did not go through. Your bank required additional authorization, and when a payment fails, the fulfillment process stops automatically.
How this normally works in Hertwill: an order is placed in your store, it’s sent to Hertwill automatically, we charge the merchant, and only then the order is shipped. If the charge fails, nothing moves forward.
You can always see the status of every order, including payment issues, in the Hertwill Orders page after logging in.
Our support team did send several emails about the failed payment, but unfortunately your contact email had changed, so those messages didn’t reach you. That part is on us.
This also happened during the holiday season, when volumes were unusually high. Not an excuse, but it did contribute to slower responses than we aim for.
On pricing: no brand sells products on Hertwill cheaper than their wholesale price. Wholesale prices are set by the brands themselves. We consistently push brands to offer the best possible wholesale pricing and many do, though some still need improvement. Our recommendation to merchants is always to focus on products and brands they can realistically add value to, not compete purely on price. Competing on price alone is usually a race to the bottom, and rarely ends well for small stores.
We’re sorry about this and we take the feedback seriously. Things aren’t perfect, but we’re actively fixing the gaps in our processes and support. For future orders, please make sure the payment method goes through.
EDIT: Unfortunately, this review is not accurate. We have contacted Shopify Support and hope it will be removed.
We do not understand the false accusations and tone of this review. The email sent by our founder to the merchant contained friendly, respectful tips on how to improve their store and increase sales.
Our goal is not only to provide high-quality dropshipping products, but also to go the extra mile and help merchants succeed. That’s why it’s disappointing to see constructive advice presented as an attack. This is the first time this has happened in years of working with hundreds of merchants, all of whom have responded positively to similar feedback.
We hope Shopify will review this case and remove the review due to false claims and personal attacks.
There have been stock level issues in Q4, meaning the ordered items were out of stock even though there should have been availability. This has caused harms in building the reputation for a new webhop.
However I can clearly see an improvement, which is the most important thing.
Happy to see the development, keep it up!
First of all, congrats on the strong sales.
We’re genuinely sorry for the issues you ran into. The holiday season created exceptionally high volumes. We expected a busy period, but the spike was still higher than anticipated. Credit where it’s due: you and other merchants did a great job driving sales. Some brands and suppliers struggled to keep up, which led to stock mismatches, delayed shipments, and a few fulfillment mistakes.
On pricing: brands set their own wholesale prices on Hertwill. We continuously push them to keep pricing competitive, but not all brands are there yet. Our recommendation is to work with brands where the pricing and positioning make sense for your store, and not rely purely on price competition as a selling point.
Things aren’t perfect and we won’t pretend otherwise. Reliability has improved since the holiday peak, and we’re continuing to invest in better stock syncing, clearer order visibility, and tighter brand standards.
We appreciate the honest feedback. If everything worked flawlessly, we agree it would be a 5-star partner, and that’s still the bar we’re working toward.
Pleasant experience. If some bumps along the road appear, they are not left unresolved.
Thanks a lot!
Hertwill has been a pleasant experience so far.
Customer support is responsive and helpful, the app is easy to install, pricing feels reasonable, and there’s a good range of quality products from European brands. The only downside is that shipping can be a bit expensive for some markets/products — but it’s understandable. Overall, I do recommend this app.
Incredibly easy to use this app en the support you receive from Hertwill is good and quick! Recomment using!
Also, shipments are quick and the order fullfilment works perfectly.
Thank you very much!
