Arvostelut (172)

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3. lokakuu 2024

Since ShipHero was bought by LVK, they implemented a plan to run off all small volume customers by implementing a $500/month "Tech" Charge. They basically shut down my business. Really, really awful! Before that happened they randomly split my inventory across warehouses and it then would take so long to assemble the pieces for my orders, that most of my orders begun to cancel.

I would highly recommend you steer clear if you are a small volume business. Heck, I would recommend any business to steer clear after what they did to my business. Truly horrible!

fretboardgeek
Yhdysvallat
Yli 3 vuotta sovelluksen käyttöä
29. helmikuu 2024

My small business was with ShipHero for large amount of its life. In the beginning, the service was great and I was getting proper responses from support about all my shipping inquiries. Then, after being with ShipHero for a few months, large issues started to arise.

I noticed I was beginning to get charged more for certain shipments, despite them being the same exact product. I reached out to support and was informed that there are holiday surge fees, however, it was not during holiday season! My original account manager, who was very responsive at first, stopped responding to me at all and I had to resort to using the ticket process which sometimes took weeks to get a response.

The final straw for me was when I noticed a $1000 charge for a "tech fee" in my statement. I immediately reached out and after a couple weeks was informed that this is a new fee they are implementing for sellers selling less than 100k a month. There was never any announcement of this charge being implemented nor was it anywhere in my contract with ShipHero. Very sad to see how the company treats their smaller clients.

I next did the logical thing that any individual would do and advised I would like to cancel my services. I was then given two options, get rid of the merchandise my self or have ShipHero dispose of it. Given certain liquidity restraints as a result of these fees, I was unable to sell my inventory that month and had to resort to disposal. ShipHero ended up billing my over $1200 for disposal and would not give me a quote beforehand, despite me asking for one. If I had known this was the case, I would have went to the warehouse and disposed of the merchandise my self!

Overall, this was a nightmare experience as a small business and caused a lot of stress in addition to loss of business.

Dup Fitness
Yhdysvallat
Noin 2 vuotta sovelluksen käyttöä
ShipHero vastasi 11. maaliskuu 2024

Hi Dup Fitness Team,

We appreciate you sharing your experience with us. We understand your concerns regarding the billing discrepancies and the new tech fee.
If you believe that any charges were incorrect, please contact us at fulfillment@shiphero.com, and we will thoroughly review the details and reach out to you.

Regarding the tech fee, we apologize for any inconvenience caused.
We did notify each client prior to implementing this fee to maintain the speed, safety, and stability of our system and service. Our Customer Success Team is available to help you find the best plan for your business and optimize your shipping setup to support your growth.

We regret any communication issues you experienced with our support team and the challenges faced during the cancellation process. Your feedback is valuable to us, and we will use it to improve our service and ensure better experiences for all our clients.

Thank you for your understanding.

Muokattu 3. heinäkuu 2023

Where to start....As a small business owner, I am usually reluctant to resort to public platforms for expressing disappointment. However, after an unending barrage of challenges with ShipHero, I feel compelled to share our experience, and hopefully save others from similar frustration.

Our ordeal began with a constant need to contact customer support, approximately 2-3 times a week due to recurring issues.

Their sluggish response rate is only exacerbated by their knack for providing ambiguous, often irrelevant replies that don't resolve the issue. This futile correspondence cycle has become the norm rather than the exception and ends up taking up the majority of our time.

But beyond their poor service is their blatant disregard for our inventory. Moving it without notifying us and as a result losing it. Despite us providing ample evidence that they are responsible, ShipHero has consistently failed to reimburse us for numerous lost items, resulting in protracted discussions that remain unresolved.

Shipping prices quoted by ShipHero are frankly outrageous. We were initially led to believe that these charges were an unfortunate repercussion of the ongoing pandemic and subsequent carrier rate hikes.

However, our experience suggests otherwise. For "Special Projects", which involve larger shipments, we were continually subjected to inflated quotes, with reassurances that they offer the best market rates.

On a recent occasion, when I arranged FedEx pick-up independently, the cost was a staggering 60% less than ShipHero's quote. This overcharging under the pretense of carrier rates is not only dishonest but reprehensible.

The latest blow from ShipHero has been an unanticipated, ongoing monthly "tech fee" of $500, imposed on smaller companies like ours. It was announced in an email (buried under bullet point 4) less than a month before they charged us. Coupled with the ultimatum of 'like it or leave', it's a clear indicator of their scant regard for client welfare and survival.

Their customer service can best be described as dismal, with an apparent penchant for crafting rules on-the-go, fair warning or consideration for their clients.
The abundance of one-star reviews is a testament to a steady downward trajectory, further cementing their untrustworthiness.

Regrettably, we are tethered to ShipHero due to our extensive automations and existing stock. However, for those seeking a reliable 3PL partner, I would URGE you to look elsewhere!
The tarnish on ShipHero's reputation is not without reason, and their service has proven to be more of a liability than an asset.

ShipHero needs to take note of these experiences and implement drastic changes, lest they continue to hemorrhage their clientele and reputation.

alfie & gem
Uusi-Seelanti
Melkein 4 vuotta sovelluksen käyttöä
ShipHero vastasi 5. syyskuu 2023

Hi Alfie & Gem!
Thank you for taking the time to share your detailed feedback with us. We're genuinely sorry to hear about the challenges you've faced, and we deeply regret any frustration this has caused.
Your experience is crucial to us, and we would like to investigate and address each of your concerns directly.
To that end, please reach out to us at fulfillment@shiphero.com with your specific issues, and we will make every effort to resolve them promptly.
We understand the importance of efficient and responsive customer support, transparent billing, and reliable service. Your feedback highlights areas where we need improvement, and we are committed to taking the necessary steps to enhance our services and communication.
We value your business and hope to have the opportunity to regain your trust.

22. kesäkuu 2023

After we sent $1000's of dollars worth of inventory they suddenly announced that any vendor not shipping enough to be charged over 100k (yes, that's over 100 thousand dollars) per month will be charged a monthly "Tech Fee" of $500 to help them cover the cost of improving their system.
I quote from the email we received "This $500 monthly fee is to cover the costs of building the necessary technology to improve order accuracy, shipping speed, and cost visibility."
Being unable to afford that fee, we reached out to them and told them we would no longer be sending inventory to them and we would like to slowly phase out our inventory so that we can close our account with them but in the meantime can they please waive that fee. And they refused! They said we have 60 days to get rid of every last item we have there or we will be charged this outrageous fee. This is the most unethical, despicable business behavior I have ever witnessed.
We've been a loyal customer of theirs for years now and this is how they treat us!

Additionally, recently there have been many extremely late orders that have literally sat for weeks without moving. Every time we reached out to them we got a vague response like "we're working on it". This is why they're collecting $500 per month from all the small businesses who had the misfortune to send them inventory so that they can hire more team to improve their subpar performance.

Stay far away from this company.

Todays Fans
Yhdysvallat
Yli 3 vuotta sovelluksen käyttöä
ShipHero vastasi 5. syyskuu 2023

Hi, Todays Fans Team!
We sincerely apologize for the distressing experience you've had with our company, and we deeply regret any frustration this has caused.
Your feedback is both disheartening and essential to us, and we take your concerns seriously.
We would appreciate the opportunity to discuss your specific situation further and find a resolution that works for you.
Please contact us at fulfillment@shiphero.com, and we will do our utmost to address your concerns and work towards a mutually satisfactory solution.
Your loyalty means a lot to us, and we are committed to making this right.

Muokattu 21. elokuu 2023

Terrible service. Orders will go unfulfilled and you need to create a case to get them packed. That's what tech you get with a "$500 tech fee."

Holy Santo
Yhdysvallat
Yli 3 vuotta sovelluksen käyttöä
3. elokuu 2023

Charged $1,000 for a 'tech' fee even though we weren't using the service. And not willing to refund it

BOLD Shave
Yhdistynyt kuningaskunta
Melkein 3 vuotta sovelluksen käyttöä
ShipHero vastasi 5. syyskuu 2023

Hi Bold Shave Team,
We're truly sorry about the billing issue you've experienced – we understand your frustration. We'd like to investigate and ensure fair billing.
Please reach out to us at fulfillment@shiphero.com, and we'll promptly assist you.
At ShipHero, we prioritize transparent billing and take such concerns seriously. Your satisfaction is important, and we're committed to resolving this matter to your contentment.

7. tammikuu 2022

ShipHero may have good intentions but it just can't keep up with number of customers it's taken on. As a result my orders go out 2-3 days late, and even that is only after I push them daily to get them out. My Amazon account has already been suspended once and is on its way to being suspended again. I'm now in the process of moving my stock out of ShipHero. If getting orders out on time is important to your business, do yourself a favour and stay away.

Good Aussie Stuff
Australia
Melkein 3 vuotta sovelluksen käyttöä
ShipHero vastasi 20. tammikuu 2022

Hello Good Aussie Stuff,
We appreciate that you’ve taken the time to leave a review regarding ShipHero. We have passed along your feedback to our Fulfillment Team, and we want to thank you for your willingness to share your feedback with us. If you would like to further this conversation via our Client Support Team, please reach out to them so we can work toward a solution or email us at hello@shiphero.com.

Muokattu 27. elokuu 2022

There are some much better provider out there than Shiphero, so search elsewhere.
They were good at first...but after a few months it was a total disaster:
- Constant system bugs and errors
- Inventory not synched with Shopify, numbers are pretty much always off
- Massive shipping delays on holiday seasons with damaged reputation.
- Shipping costs going up continuously and without communicating to customers (as always)
- They charge you after 6 months for services never communicated before (or authorized)
- Customer support ineffective, won't solve your issues
- No communications whatsoever to their customers (Load balancing, they just do it without asking for permission)
If you are serious about e-commerce you should not work with Shiphero.

Ukiyo Lifestyle
Yhdysvallat
Melkein 3 vuotta sovelluksen käyttöä
16. joulukuu 2022

We've worked with ShipHero for over 2 years and had a great experience for the first 1-1.5 years. Over the past 6 months things have gone downhill FAST. Reading the other recent reviews, it's clear we are not the only ones having these issues. Impossible to reach support (no more chat feature or phone number), orders taking weeks to ship out, losing our inventory (currently almost 1,000 units of our inventory is unaccounted for and they have no idea where it is, it has been over a month since this issue started and still no resolution), using bizarre unknown shipping carriers, our "account manager" never responds to emails, and so much more. We're a small company and they've forced us to split our inventory into 4 different locations due to "load balancing" which is causing tons of split shipments and delays, it doesn't make any sense for a company of our size to be split into this many warehouses. Also potential damage/loss due to our inventory being in transit much more than necessary. Most recently we needed a special project performed, their special project coordinator confirmed they could do it in early November and said they started working on it, then over 6 weeks later told us they can't do it and are refusing to do it. We offered to hire someone to go in and do it, but they said the only option is to ship it out to a third party, then ship it back. Which is not realistic as there is no third party who can do this besides another fulfillment company. This is something we need done in order to continue doing business, so we're now being forced to look at other fulfillment options (so far we've found 5 that are all willing to do the project for us). Shiphero does not care and clearly does not value us as a long term client whatsoever. It's just super unfortunate since everything was so smooth for that first year and now it's destroying our business. We're getting countless customer complaints daily due to the shipping delays and split shipments, and it's been extremely damaging to our business. Stay FAR AWAY if you are a small business looking for a reliable fulfillment partner.

Fit Bake
Yhdysvallat
Yli 2 vuotta sovelluksen käyttöä
ShipHero vastasi 22. joulukuu 2022

Hello Team Fit Bake,
We unfortunately fell behind this Peak season despite our team's best efforts. It is never our intention to disappoint a client. We have already begun to re-evaluate your processes and procedures to ensure we do better for all of our clients in 2023. Thank you.

21. toukokuu 2022

We are using this App since 2020. And we overpaid almost $500+ USD for their hidden fake invoice. BE AWARE!! You will have no option to remove your card from their dashboard. You will have your regular invoice. But they will charge your card hiddenly without any reason. Their customer support will ask you to pay the same invoice 2-3 times. You will have no records. Even after 1 year when we shout very much, they add a paid status on the invoice. Because there was no status before. So just think how horrible it was, You paid an invoice and no status BOOM! they charge again. Each time you have to fight 2-3 days by email with your bank transaction proof, But if you did not notice or check then you will be charged hiddenly. We stop getting their service from January 2022, But why we are writing a review today? OH yes! Because still, we have no service! No product with them but we got charged $20.74 on 19th May 2023. Seems funny? No this is normal when you are on ShipHero. And you will not able to remove your card as well. Only you can change a card. Shopify itself starts a good service for inventory fulfillment with 90 days of free storage. We switch to that now. Seems like we have now come to haven from the hell of ShipHero! (Well, still we get the bills from the hell)

99FAB
Yhdysvallat
Noin 2 vuotta sovelluksen käyttöä
ShipHero vastasi 26. toukokuu 2022

We appreciate you bringing this to our attention. We have already reached out to your company to let you know that this was unfortunately an innocent oversight. While in the process of cleaning up our records there was miscommunication and a wrong charge was made. We have since fixed the issue and sent an email to clear up the confusion and apologize. Once again, we are sorry that this happened.