Reviews (77)
I really like Hertwill and I intend to keep using it. The concept is excellent for stores like mine because the platform gives access to interesting independent brands and products that can be difficult to source elsewhere, and Hertwill regularly improves the service. Their team is also communicative and responds when I need help.
What prevents me from giving five stars is the operational friction behind the platform.
In my experience so far, around half of my Hertwill-fulfilled orders have required some form of intervention. The main issue is that problems are often discovered only after the customer has already placed the order.
I have had a product turn out to be unavailable after the fulfillment process had started, another order that was marked as fulfilled with tracking but was never actually shipped, and a product-quality complaint that I chose to refund immediately at my own cost because I did not want to ask an already unhappy customer for additional proof.
I currently also have an order being returned to sender after a DPD delivery issue. Hertwill is assisting me with the case, but it is another situation where I may ultimately have to refund the customer if they no longer want to wait.
This matters even more because many of the brands I selected through Hertwill make or prepare products to order.
My customers understand that these products can take longer than standard e-commerce deliveries because they are buying for quality, craftsmanship or rarity. But when something goes wrong with stock, fulfillment or delivery, the wait becomes much harder for the customer.
Hertwill has a very good concept, good products and a platform that keeps improving. Their support is available and communicative. I would simply like stock availability, supplier fulfillment and delivery handling to become more reliable, so I do not need to contact support as often to discover that an order cannot proceed as expected.
