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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.
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.
I'm so happy we chose to partner with Shiphero for our fulfillment needs. They are always responsive and very quick to address any last minute requests or updates to orders. They have been fantastic!
Hi Tazzy Candy,
Thank you for your review and for letting us know that we're hitting our marks as your fulfillment partner. We strive to answer questions quickly and to be as responsive as possible, so we're excited to know we've been living our our mission. Thank you for being a ShipHero client!
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."
Ship Hero won my business on two things: 1. Simple flat rate pricing. 2. Great communication: pre-sales, onboarding, support.
Hello Golden Essential Foods!
Wow - thanks so much for the 5-star review! These two things you mentioned - simple flat rate pricing and great communication - are two of the most important aspects of our business! It's good to know we're getting it right. We look forward to working with you!
Charged $1,000 for a 'tech' fee even though we weren't using the service. And not willing to refund it
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.
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.
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.
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.
ShipHero is great! Very straightforward to connect with your shopify store and they have amazing customer service that is very responsive! I would highly recommend ShipHero!
The staff is prompt and helpful. I had a very pleasant onboarding experience with Marina. I think her professionalism & remarkable customer service abilities will take her very far. Looking forward to start shipping with ShipHero!
Using shiphero as a USA 3PL has been a great experience for the following reasons:
- easy to use dashboard, simple to schedule incoming inventory in a 100% self serve way
- A++ support, both in response speed and helpful attitude. Both Clara & Andrea having been a joy to interact with
- competitive pricing. Pretty much no fixed fees, you pay for what you ship. Great for lean opeations
- shipping speed is as advertised. my average in 3-4 days domestic US. Great tracking too. Totally eliminates customer complaints
Only thing I would say is when you are doing your calculations for shipping expenses for your product, use zone 4 or 5 as your average cost to ship, for a more accurate projection.
-alex