Reviews (5)
We hired ShipRelay as AXK's 3PL after a strong reference from MARION, another maternity brand we were acquainted with and later went into partnership with. At first, things ran smoothly. Unfortunately, we began running into customer quality complaints, inbound inventory and supply shipments marked “delivered” and signed for by warehouse staff that we were later told were not received and were not reflected in inventory, and processing delays. We also struggled with communication from one of the founders, which often felt dismissive and made working through issues more difficult. When we decided to move on, it was weeks before our inventory shipped, and we were also billed for preparation and exit fees that were substantially higher than we expected based on prior rates. Despite repeated requests, we did not receive clear documentation explaining those amounts. We also were told we would be billed for onboarding charges that had not been agreed to or invoiced at the time of onboarding months previously. As founders, the entire exit process felt like a worst-case scenario and created significant stress and disruption for our business.
First we’d like it to be known that AXK Maternity and MARION Maternity are the same company.
We take these concerns seriously and want to add factual context from the written record.
On inbound discrepancies, when our team identified a shortage or mismatch, we notified their team shortly after receipt so corrective action could be taken while the carrier and vendor claim windows were still open. We did not receive the required documentation or direction to proceed within those timeframes, and follow-up action was initiated months later, which is outside typical carrier claim windows.
On billing, all charges were tied to documented services performed during offboarding and pass-through costs (including duties and materials). These were itemized in the ShipRelay portal ledger by invoice or transaction ID. We also requested a consolidated list of the specific invoice or transaction IDs they disputed so we could address them line-by-line but received none.