Overall rating Based on 8 reviews
ATLAS Throttle Lock
[Update Below: They lost over $10,000 of my inventory so far]
I can't stress enough, do not work with RSL. They have been a nightmare since day one. We've been working with them for just over a year now.
-Last week they shipped out 28 duplicate orders, costing me over $4,000 and making our company look like idiots. You don't want them representing you.
-I visited their Las Vegas warehouse and it was a complete mess. Workers were literally throwing packages into bins over 10' away, like it was a game. The bin could have been right next to them if they moved it.
-They constantly loose inventory in their warehouse. I once found around $1,500 of lost inventory.
-They were overcharging me for storage until I physically visited the warehouse and called them out on it. The general manager blamed it on his "fat fingers" and adjusted the charges.
Avoid at all costs. I'm already looking for a new fulfillment company.
[Update with Good and more Bad news]
Rakuten had another glitch just a couple weeks after this 28 duplicate order glitch. This time the glitch tried to ship out 10 DHL Express international orders. Thankfully we caught it on time and are using Manual Fulfillment with them. What a nightmare.
Rakuten did reach out to me and after a lot of emails, ended up crediting me $3,500 towards my account to cover the price of the lost inventory, shipment, handling, etc. The right thing to do was to give me my money back instead of locking me into having to use their "good faith credit", but overall I'm glad they did something.
SINCE THIS HAS HAPPENED, they have performed an annual inventory count. They realized that they had lost $7,000 worth of our inventory over the past year!!!! As of now, they have lost/stole/misplaced/incorrectly shipped over $10,000 worth of my inventory. As other business owners know, losing inventory and the cashflow from that inventory, really cripples a company's growth. It's been extremely frustrating working with RSL, to say the least. They have sucked up so much of our time just dealing with their internal problems.
The app works fine, but the fulfillment service was a disaster. In their defense, we only used the Reno warehouse and they were fine for the first two years. the last year was a total nightmare. We were constantly overbilled, billed for services not provided, shipments were sent to the wrong customers, and RSL wasn't very helpful in fixing any of these issues. I wouldn't recommend their services to anyone.
I have nothing but GREAT things to say about RSL! We were previously working with another Shopify integrated fulfillment service and had a pretty terrible experience-- but Rakuten has changed our business forever and we are so grateful!
You're assigned to a dedicated team that regularly checks in with you as you get started with them. I really love the personalized service. They genuinely care about your business and want to help you grow. We've had no issues getting up and running, and our orders are going out smoothly. Any order problem is promptly taken care of through email support. I would highly recommend using RSL over any other fulfillment service!
Just want to say thanks to our wonderful support team-- Frank, Trish, and Marcia-- for making us feel so welcome! We are so happy with Rakuten!
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!
Black Claw Needle Company
My company started using RSL in March of 2015. At the time, our inventory situation was a jumbled mess. We had existing inventory and new inventory arrive to RSL's Henderson warehouse concurrently. Both inventories having different SKUs, which created some delays in the on-boarding process.
The folks at Rakuten worked directly with me both on the phone and in person to get the situation under control and get our products shipped as soon as reasonably possible. I'll admit, our first couple weeks were rough. This was our first time switching from self-fulfillment, to using a 3PL, and everything was new for us. We didn't fully understand how everything worked and I gotta say, the team at RSL were there for me every step of the way. Ensuring that I understood every aspect of their process and that my customers satisfaction was also a priority for them.
I'm happy with the service they've been able to provide and look forward to continuing to grow our company, without having to worry about buying boxes and packing tape!
Figured I should post my experience here since there are only negative reviews and I have had a very positive working relationship with RSL.
I entered into a contract with RSL in early January, as their prices were more competitive compared to the other 3PL companies I had contacted. At first I was hesitant to give up control of my inventory. However I really had no choice as my business was growing out of my control.
Their team lead me through a step-by-step onboarding process which was very easy to understand and did not require much effort on my part. In fact, they do a great job taking work off your shoulders and managing the warehouse on their own, while also keeping you well informed.
When my first shipment arrived at the warehouse, I was told it would take 4 business days for the goods to be received into inventory and for order fulfillment to begin. Then additional shipments would require 2 business days. To my surprise they actually started fulfilling orders just 2 business days after receiving, which was awesome considering how we were out of stock at the time with many backorders placed.
In fact, RSL has continually gone above and beyond my expectations. They perform ahead of schedule, provide advice on reducing packaging and shipping costs, and are very easy to get ahold of. It usually only takes a couple hours for support requests to be fulfilled.
An example of going above and beyond: My products come in unconventional box sizes, they are very long rectangular boxes without much height. The initial boxes in the warehouse could fit my product but there was a bunch of empty space (which was filled with paper when shipped). The initial boxes were getting the job done, but instead of sticking with those, the warehouse team took the initiative to find boxes that would fit my product just right, without the extra space. It is a much better presentation for my customers to receive a box that fits the product well. It was not something I spent time on, or ever mentioned to the team, as I am very busy working on my business. However the team did so on their own which is now saving me packaging costs and improving the customer experience.
My best advice when working with a new 3rd party company is to keep open and clear communication. Make it as easy as possible for your warehouse team to receive inventory and fulfill your orders by giving them everything they need to do their job. In return, they will perform above and beyond your expectations.
We signed a 12 month agreement with Rakuten in October 2015 and it has been a nightmarish experience.
It all seemed like it would go well. It's a large company, with great systems, plenty of people to handle support and customer service, capabilities that far exceed our needs and great pricing. I have two colleagues who are having a great experience with them.
Yet for the second time, in such a short time, our business is being crippled because of Rakuten's failure to do two simple things:
1- receive items into inventory
2- ship orders
We have, for the second time, inventory sitting at the Atlanta (Lithia Springs) warehouse for over 30 days without being received into inventory. No explanation and no movement.
We have orders that just aren't shipping despite our contract and their service level agreements.
We were even required to immediately pay a per-order surcharge, of $2.75, that wasn't in our agreement and was brought up to us 2 days before we were required to pay it, and told that once we paid it shipping would resume.
Well, we did, and it packages still aren't shipping.
Think about that. A company, for the second time, has inventory in its warehouse for over 30 days that they are not receiving and shipping the orders that need it. This company comes to you and says, we need to charge you more to ship these orders out (which was understandable as these were fragile items), as well as the items we have already shipped, so now we'll STOP SHIPPING everything until you pay it but once you pay it, we will resume shipping.
But they don't resume shipping.
In addition, those items we are paying extra to ship, they are packed sloppily, we have over 15 damaged-in-transit packages (thus dar) that they refuse to file claims for, despite the order surcharge we have paid.
This could cripple our business.
Think about that customer service nightmare, we don't have enough staff to handle the onslaught of phone calls and emails.
What is their response: "we'll send this to our operations team and get back to you."
As I said, I have two colleagues who are having a good experience, but it's up to you whether or not you roll the dice on this company and run the risk of crippling your business because a company that specializes in warehousing inventory and shipping packages won't warehouse your inventory and ship your packages, despite paying on time and meeting their last minute ransom demands.
At this point, I'm not sure how our business gets out of the mess that we're in because of Rakuten Super Logistics. I have been operating ecommerce stores for well over 15 years so this isn't my first experience with a fulfillment center, but never have I experienced a level of service so incredibly egregious with absolutely no explanation and no remedy/compensation for their complete failure to handle any aspect of our warehousing/fulfillment within any reasonable level of service.
You can roll the dice that maybe you'll get good service with RSL, or you can find another company that can actually resolve issues and take responsibility, instead of tossing them around from department to department, with warehouse workers that will actually do their jobs.
all the negative review from the review below are true, what happen was worth for us, we have over $1000 of item missing ( mostly likely to be stolen) the first time they just quietly remove the quantity to 0, but we know we had at least 8 or 10 left. they did reimburse the cost of the missing parts. when we decided to move out of this warehouse, we found more products missing, this time over $1000 dollars, we asked them to reimburse the missing items, they have stopped respond. they also told us that they found few more items left in the warehouse ( after we shipped everything to new warehouse) and told us that they will send it to us free of charge, but DID NOT, sent multiple emails, no respond. they just do not care anymore, I have no idea why Rakuten would buy this company, this is the only reason I trust this company because Rakuten was buying it.
There are NO BARCODE SCANNER at the Nevada warehouse, they told us that they have triple check before they send your product out, it was visual check, they have send out the wrong itme ( same item with similar barcode /sku) at least 10 times, we put barcode on every single product for nothing, they do not scan it. Most of the time, they do cover the shipping charge on replacement parts.
= we sell headlights, if they had barcode scanner, they would know its a SET in the box, but since they do not check barcodes, they open the box and shipped ONE side of the headlight to my customer, when I inform them about the mistake, they quickly send the other side of the headlight to some other customer, who did not even buy the headlights, really messed up this order.=
too many wrong item shipped.
OVER CHARGE ON SHIPPING, happened many times, most of the time its charges double of the original shipping fee but the last few items we ship, they charged us 10 times over the original price, sent multiple email, no respond.
email respond is very fast, but not always solving the problem or answer the question. they do need to check with warehouse manager and it takes days to get updated.
when you sign up, you sign a one year contract and they require 2 month advance if you want to close your account. we didnt read the fine print about the 1 year contract and our contract was almost up when we request to close our account, had to pay $600 for closing account a month earlier. ( read the fine print!)
when there are problems ( quite often) they will try to solve it for you, but when you are closing your account, they stop caring, they dont even care if you get all your products shipped back to you, we sell Mercedes parts, and the parts missing/or maybe stolen was all Authentic Mercedes logo, the other low price parts never get missing.
I would never recommend this RSL to anyone.