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A year ago, this was a great app and service. At the time, would've recommended it to anyone. Now? RUN FAR, FAR, FAR AWAY. They previously used a great chat support feature and it was great. They got rid of that and moved to a ticketed system, which wasn't too bad, but they became slightly less responsive. Now, you submit a ticket and you'll be lucky to get a response in weeks. They don't have a customer service number to actually talk to someone (how's that possible?). Asked to meet with someone to discuss numerous issues in September. Meeting was cancelled 20 minutes before the scheduled time and it was never rescheduled. Been trying to get products back from them but they won't (refuse to) respond. They won't respond to inquiries on social media. Shopify needs to remove this app ASAP until this company starts responding to its customers. There are many other fulfillment services to look into and definitely do so before going with this app. Suspect the company will reply stating the client support team will be in touch. Don't be fooled, client support is virtually nonexistent and don't expect a reply from the client support team.
Hello Dr. Jekyll Soap Co.,
We understand your frustrations and regret that you are unhappy with ShipHero. Our Client Support team is aware of your concerns and will reach out. Thank you.
If your store requires Fullfilment, look no further. ShipHero are truly Hero’s. From the account setup to my inventory warehousing and my first shipment to the client, all of it was a breeze. Bela had been amazing and I would definitely recommend their service and prices. Wishing all the new store owner’s Good Luck
This is an early review, as we've just completed the onboarding experience, but also with 7 orders shipped of varying complexity, it seems like a heck of a good start! Our company manufactures our own product and was disappointed (actually deeply frustrated) with amazon fulfillment solutions. ShipHero is a much simpler, more accessible, more professional solution. They're straightforward, helpful, patient where they need to be and responsive in others. Our onboarding took months, because we needed to assess, produce, verify, debate, but at no point did ShipHero try to hustle us through the process. Bela & Aoife were both attentive and straightforward in their explanations of our setup and steps. The tie in with Shopify produces useful controls and information for our e-commerce projects.
Here's to a great start! Thank you for letting us know how great the team has been shepherding you through the onboarding process. We look forward to celebrating even more success with you!
They double charged me for shipments to the tune of $25K USD over the course of four months, continued to do so for two months when I notified them of their error, and then reimbursed me three months after that. One in 200 packages gets a "no-first-scan" error where the parcel is simply lost outright, and I have no recourse or reimburse for the contents of the order, must pay shipping for a new order to be sent out, my customer gets their order three weeks late, and I only get a partial reimbursement for the shipping cost in most cases, but only if I petition them. One in 250 parcels has a transposed item mistake with another parcel, and I've had it twice in my short tenure that my customer was shipped a product from someone else's store, and I was charged shipping for both shipments, and had to petition to get a reimbursement. Many hundreds of orders had a tacked on oversize charge of $4 because their auto-rule packed everything, even something the size of a pack of cards in a 24" x 24" polybag, and even if the polybag was folded and taped, that counts as an oversized package (one dimension over 20") in their eyes. Now, any PO box addresses will count as a Zone 9 charge (think, Australia), and also they are tacking on $500 a month for simply using their software.
Edit: So with the issues above, why four stars? Aside from the no-first-scan issues, a resolution was found eventually. The prices are good if you can weather the $500 a month, and the support is good to - although I do find it underhanded for the company to have their individual support agents request for reviews - as though you're reviewing the agent and not the whole platform.
Hi Lizard Doggo Team!
We are deeply sorry for the multitude of issues you've faced, and we genuinely appreciate you bringing these concerns to our attention.
We acknowledge the concerns that have negatively impacted your experience.
To address these concerns and work towards a resolution, we kindly ask you to reach out to our customer support team at fulfillment@shiphero.com. We are eager to understand the specifics of your situation and find a solution that rectifies these problems.
Your feedback highlights areas where we need improvement, and we are actively reviewing our policies and procedures to ensure a better experience for all our clients.
Once again, we apologize for the challenges you've encountered, and thank you for giving us the opportunity to make things right. Your satisfaction remains our top priority.
Emotionally drained dealing with this company. I will keep it simple. Overcharging by MASSIVE amounts (incorrect ship weights, like 2-10x higher), lost and missing inventory, late shipments all the time, lots of lost packages never scanned.
Hi, Power of Kane Team!
We are truly sorry to hear about your frustrating experience with our company. Your feedback is invaluable, and we take your concerns seriously.
Overcharging, incorrect ship weights, lost inventory, late shipments, and unscanned packages are all issues that should never occur, and we understand the toll this has taken on you.
Please reach out to us at fulfillment@shiphero.com so that we can address each of these issues promptly and work towards resolving them.
Your satisfaction is of utmost importance to us, and we are committed to making things right.
Thank you for bringing these issues to our attention.
We look forward to hearing from you!
What its like working with ShipHero. -> Imagine being stress out about shipping tons of orders everyday > hiring an employee for help -> their rates are low, onboarding is easy -> sales agent are somewhat nice -> you sign up.
As soon as they start shipping orders -> everything changes -> now the only contact you have with someone at the company is via email and also they live in South America -> absolutely nothing ships out on time -> and they literally do the opposite of everything single thing you tell them to do -> your customers start to notice the drastic change -> your business is impacted in a negative way ->and you almost lose everything that you've worked so hard to build -> that's what it's like working with ShipHero.
Reasons Why NOT to hire ShipHero:
Reason #1
Black Friday orders shipped out 4 weeks after orders were placed. Basically, Black Friday orders didn't ship until the day before Christmas.
Reason #2
You don't have a dedicated account rep if something goes wrong. There's no one you can directly speak with. Only customer service reps who are stationed in South America and don't have feet on the ground at the actual warehouse.
Reason #3
You are solely responsible for lost items, items not delivered, items stolen, items that get lost in transit leaving SH, when SH makes errors in shipping, no scans ect.
If your item ships - and it it not delivered to your customer - YOU have to pay this - there is no filling a claim or SH reimbursing you.
Reason #5
SH makes it basically impossible to remove your inventory from their warehouses. Mostly due their policy of, "load balancing". Basically, SH forces your inventory to be shipped to several other warehouse. This could potential increase the chances for lost inventory and it can also cause delays in shipping. You have NO option to opt. out of this. Also, they don't mention this in the initial onboarding call.
How Load balancing negatively effects your brand/ business:
So, basically SH forces you to allocated your inventory to multiple warehouse all over the US which forces them to ship orders from different warehouses. Its all good until SH takes it upon themselves to, "SPLIT SHIP" your orders. Meaning customers will place 1 order, but receive 5 different shipments from the warehouse at different times through out the month - which leave a very confusing shopping experience for the customer. Some customers feel like they are being scammed, some feel like you forgot to ship the rest of their order. SH takes it upon themselves to make this decision for your brand - you don't realize that it's happening until tons of customers are emailing you their concerns.
If you refuse to load balance and only keep your inventory at 1 warehouse location - they will up charge you 5% per order.
Reason #7
It's impossible to remove inventory once they've shipped all your inventory all over the US.
I've been trying to remove my inventory from SH for about 1 month now, and I'm constantly going back and forth with CS reps and getting no where. Today is March 1st, and SH has yet to release my inventory.
Inventory Update:
After 3 weeks of going back and forth with CS via email ( literally like 100 emails ) - SH has informed me the that have in fact mistakenly thrown part of my inventory in their dumpster, smh - I can't make this stuff up.
So anyways, above is a small preview of what to expect when you hire ShipHero.
Hello!
Thank you for taking a moment to leave us such a positive review. And thank you for giving Bel a shout-out! We're so glad that ShipHero is already helping your brand to grow. Thank you again!
I switched over to ShipHero because of reading all of the positive comments on here and it’s 110% TRUE! Their service is amazing. When I shipped out my bulk order, it checked into my fulfilment Account so quickly. Customer support is always there to help you in seconds with their chat box. My dashboard is so organized, I just love it! Thumbs up to the Team.
I just switched to ShipHero- so far things have been wonderful. If there is a snag, or I have any kind of question, support is just a chat box away (especially Bel, thanks for always helping so quickly)! The dashboard is straightforward and easy to understand, and so are the prices! Looking forward to doing business together.
Close to the worst out there. If you ship anything larger than a cubic foot, you are charged Dimensional Weight BUT ShipHero won't tell you what that cost is until after the items ships! There's no easy way to bill that cost to the customer, so customer-paid rates are unusable.
There is no real time shipping calculator at checkout and ShipHero only provides you a rate table for non-dimensional rate (don't fall for their zone pricing pitch! it's not Dimensional Weight!), so you have no idea of the costs until after an order ships.
We asked for DIM pricing and the box sizes that SH uses and were told to download our historical purchases to figure out the box sizes and pricing ourselves! Oof. That's like saying "work with us and we won't tell you how much we cost until we bill your credit card! Surprise!" Zero effort to help us know what we have to pay. Hardly a transparent partner working to keep our business.
Oh, and no account manager, no phone number to call, takes days/weeks on getting service ticket responses, and orders that are SLA'd to be fulfilled in 3 days are taking 3 weeks to be fulfilled.
Hello Team GrowOya,
Thank you for your feedback. We appreciate your frustrations and our team is working with you to rectify the situation. The Client Support team has reached out and scheduled a call with you next week to further address your concerns. Thank you again for your candor in providing feedback.
The absolute best, most patient customer service team ever! Fast, efficient, professional, and awesome!