The short version:
We've been working with Rakuten Super Logistics for three amazing months; it's probably the single most reliable node in our business flow. If you need a bulletproof fulfillment partner to automatically ship your orders quickly and correctly, RSL is the best choice you can make.
The long version:
First, a little backstory:
-We were using another Shopify-integrated fulfillment partner and it was a horrible experience. We really needed a new 3PL warehouse and started shopping around.
-Our production facilities are on the west coast, and we wanted something nearby. We're in one of the Nevada warehouses.
-We looked into six different 3PL companies on the west coast. Most of them with the capabilities we need are woefully behind the times and operate with 1990's technology or have minimums that apply to Fortune 500 companies, not medium-sized e-commerce small businesses.
-RSL had the best prices on services and the best shipping discounts, and were easily the most professional during the sales process. It was an simple choice.
Now, on to our experience with RSL so far:
-You actually get a dedicated account manager with RSL for the sales process, and it makes a huge difference working with a human being. Ours was/has been/is still AMAZING. The attention to detail and professionalism at this company is outstanding, and you first see it in the sales process.
-There's a dedicated team for onboarding also, so again, actual human beings you can speak to and who give a **** about the success of your business getting rolling. This turns out to be extremely helpful. We took forever getting our move sorted out and it resulted in a ton of shipments from multiple locations in US. The sales and onboarding staff were understanding and accommodating of all our delays and changes, and were super cool throughout the whole process. The RSL Shopify app takes 3 seconds to to install and our launch with the new warehouse was flawless.
-Pricing is handled a little differently than most places, but when the math is done, you can't beat the prices. Volume matters; your business might be different than ours.
-RSL has their own freight manager in-house, so you can literally just email him your shipping needs and he handles the brokering/trucking for you. Plus, the rates are super low. If you move pallets from your production facility to your warehouse, you will save TONS of time and money with RSL because of this.
-Rakuten in Japan is DHL's biggest customer so the DHL hookup is out of this world. They also have the lowest available FedEx partner rates, too. For basic, USA ground stuff, you'll be able to offer free shipping and not kill your margins. Switching to RSL helped us save a lot of money on fulfillment services and even more money on shipping.
-RSL is DETAILED. They don't miss a beat. They're always on time to conference calls and conduct BUSINESS – you should be on the same level. I say this because I know there's a lot of bedroom operations on Shopify.
-We honestly haven't needed much support which should tell you a lot. My own customer service team doesn't have much to do anymore because RSL runs such a tight ship.
-When they say one business day turn-around they mean it or exceed it. Coming from years of warehouse errors and delays, this is a huge upgrade. I've hit the system hard with large (large to me anyway) batches of wholesale orders, too, no problem.
-Shopify has that setting to hold fraud-risk orders but the RSL app ignores that, as it just looks for orders that are marked "paid" and "unfulfilled." We ended up using an app called Subuno, letting it scan our orders for fraud, not capturing payment on the ones it detects as fraudulent, thus RSL doesn't fulfill them until we say to. In addition to solving our auto-ship issue, it is also a substantial upgrade to Shopify's built-in fraud assessment tool. Win-win.
-We haven't done a holiday season with RSL yet, but so far so GREAT!
I hope this helps some. Good luck to you and your business; happy selling!