ShipBob Fulfillment

AVOID SHIPBOB LIKE THE PLAGUE! They catfish you wish low shipping fees (at first my average cost to ship sat at around $7), and storage fees - however every time they receive a new shipment they give a NEW pick spot and NEVER consolidate, so you pay triple in my case in some instances.... the method of working out shipping fees magically changed after 6 months, doubling my shippings. Despite this - You cannot get your stock out without crazy costs and they will not allow you to pick up, you must pay to have it shipped at their exorbitant costs (which is the reason to move away in the first place). Customer service is awful (based in India and impossible to have a phone call with anyone. They advertise there is a chat service and number, but these are rarely manned and the chatbot is useless. I know 4 other brands who have fallen for Shipbob's over-promising/under-delivering sales pitch and all have either moved or are in the process of leaving. The biggest mistake this financial year was onboarding ShipBob.
The one thing they do well is pick/ship quickly.

If you are in the market for an Australian based 3PL, avoid Shipbob at all costs if you value your time, money or sanity!

Short summary of our experience:
- SO MANY lost parcels due to use of cheap carriers.
- Once parcels are lost, the overseas support team have no idea how to resolve the issue and they build up with no resolution, leading to upset customers.
- Overcharged based on the agreed pricing which they refused to acknowledge for approx 4 x weeks. They finally folded and agreed to credit us the over charged amounts over 6 weeks ago and the credit has still not been received after 6 follow ups.
- Increased our pricing without prior notice or our consent.
- Storage is double the market rates.
- Inventory receipts overcharged (over $450 for 6 x pallets).
- Any issues raised take weeks to resolve with multiple follow ups.

Dealing with Shipbob was one of the most frustrating experiences our business has encountered over the last 3 years. Since moving to a new 3pl we have been very happy we are pleased Shipbob no longer consumes hours of our day.

DO NOT USE THIS COMPANY TO FULFILL YOUR PRODUCTS!! I have used shipbob for over 2 years now and thought they were decent, minor issues but nothing crazy. Until one day out of the blue they told me they could no longer ship my product because of some sort of policy, BUT THEY HAD ALREADY BEEN SHIPPING THIS ITEM FOR ME FOR MONTHS to thousands of customers. They stopped shipping out any of my orders so I had no way to fulfil orders product to thousands of pending orders. The customer support is ABSOLUTELY TERRIBLE, I found a new warehouse within 1 day and have been trying to get shipbob to ship my inventory from their warehouse to my new fulfilment centre AND THEY HAVE NOT EVEN SHIPPED IT YET! IT'S BEEN OVER 3 WEEKS SINCE I'VE ASKED THEM TOO!!! My business has lost hundreds of thousands of dollars and I've had to pause all marketing and refund orders that Shipbob could not fulfill. PLEASE NEVER USE THIS COMPANY! You are much better off using Ship Dudes or Ship Monk - much better shipping and customer service experience overall. I am at a loss for words on how terrible this company is and how terrible they treat their customers and business they work alongside. Do yourself a favor and use someone else!

-Riley

The app is only as good as the company behind it and in this case the company is rotten to the core. They can't do the fundamental aspects of shipping right. It takes 5 days for them to take inventory in and they use the cheapest most unreliable shipping subcontractors. Their customer service is TERRIBLE. TERRIBLE. The kind where you get 4 emails back from 4 different people each indicating that they are "working on it."

I've been trying for 3 days to get help because the app isn't functioning with my shopify store. Have a wonderful customer service rep from shopify that helped me as much as he was able to and then opened a ticket for a tech from shipbob to help from their end, but after 3 days we still have yet to receive help from anyone on the shipbob end. As you can imagine this is keeping me from running my store. Very disappointed in how long it's taking someone to respond and help me with my issue. UPDATE: You replied on a Friday and your customer service reps are not available to help over the weekend so as you'll see I did reply back to the email but there was no one in your office to help me. The 3 days that I didn't receive a response were business days and not over the weekend. So if someone could please respond back to me because I've already answered that email, thank you. Unfortunately I'm out of the country at the moment so unless I can call your offices via WhatsApp we'll have to continue via email or chat, thank you.

I used shipbob for 3 months. Worst experience ever, They could not handle simple requests, it took over a week to get any quality response back. They have not been fulfilling orders for 2 weeks for us but are still charging us for fulfilling those orders. You could not pay me enough to use them again. They are not a good partner for your store and not good at the one thing they are supposed to do.

Shipbob has put our amazon account in jeopardy with a 16% late ship rate. Technical support is a carousel that goes nowhere. They have an online "chat" window, where the representative does basically nothing but open a support ticket - which go unanswered. Additionally, they sent boxes of assembly parts to a customer (who had no idea why he got these miscellaneous plastic rings). This led to us having to product to assemble, costing us revenue. Most importantly, just google "Shipbob" and "BBB" and read the number of Better Business Bureau horror stories about Shipbob. Or just look at reviews and see how horrific the stories are. The onboarding is very slick, they put a lot of energy into getting you on, but they can't get products out, nor do they offer technical support that is useful or helpful.

SHIPBOB Australia B2C Fulfilment ex Altona Warehouse - Absolute HORROR!
We used shipbob for just under 6 months via WIX and Shopify Store. Originally attracted by what appears a solid and streamlined Tech Platform with experienced fulfilment providers for reasonable and transparent cost.
Having experienced shipbob for months we offer our strong warning to store operators. Every Warehouse receiving order was either lost for 7 days and took a further 7-14 days until the stock was listed in inventory for dispatch. On one occasion the warehouse told the delivery contractor they will not accept anything via Shipbob which was the indication for us to make an urgent move.
As to the actual picking and shipping of our orders their service appeared efficient and good (but our customers did not take kindly to excessive delays with receiving of good into the FC). We had countless email communication with the support team who seem to be the go-between melbourne warehouse and US operations team. Once they ran out of excuses they just started to ignore us which made it a nightmare for us as we had no information to give our customers. In general terms we would say Shipbob will be unlikely to survive in Australia and they present a real danger to any business that makes the mistake top rely on them. And in the end we lost many orders because of them and scored the anger of many customers whilst Shipbob did not feel the need to compensate us even with a dollar.

Shipbob - Poor, literally the WORST company. Horrific experience using Shipbob. We incurred losses because of them (they auto-synced and shipped off many of our previously archived orders and wont pay us damages). This app cannot tell if the order has been archived by shopify months ago they just blindly process and have zero control of what they're doing. Their customer service is unfriendly and rude, they only take calls after 11:00AM and they don't have emergency support where you can reach them to get urgent help. Email responses are evasive, vague and confusing. Emails are not prompt - seemingly their support staff works from a different Non US country hence the lengthy time delay. Worst of all - they never resolve the issue only talk in circles and keep evading you and don't take any responsibility.

They lost my inventory!

ShipBob is terrible and I will be moving to another 3PL provider ASAP.

I was hesitant what with the negative reviews here and on TrustPilot, but the sales team and onboarding process gave me confidence. Boy was I wrong and should've gone with my first instinct to avoid them like the plague.

On a single receiving order they managed to create chaos and have nearly destroyed my business.

Some of the specific issues that are still not resolved.

1. On receiving an order they incorrectly weighed items so the weight in the system was 5x the actual weight, there is no way to change this data. We use CartBob (another Shopify app) for dynamic shipping rates and the impact of this is that customers were overcharged 2-3x for shipping. Many potential customers rightly dropped off and frequent customers complained that we were ripping them off on shipping (fair point). I raised the issue 6 days ago, was assured the items would be rescanned 5 days ago and still nothing has been fixed. They also had the audacity to say they were going to charge me for the time of rescanning the affected products, despite it clearly being their fault.

2. 360 units of SKUs were deleted from their system in error. The stock is sitting there as I can see the history, but the system is saying it's 0. I raised with support and after 3 days they have not resolved the issue. They just so happened to be the highest selling SKUs and so the marketing dollars spent on driving traffic is wasted.

I can accept that issues happen, but the most important thing is taking responsibility and correcting them in a timeframe that minimises the damage to their customers business.

When things go well, it works well, however if there is any issue they are impossible to reach and the response time is disgraceful.

The support team are incredibly slow and operate with an arrogance, disdain and severe lack of empathy for the customers.

---UPDATE---
After 7 days they have told me that they can't find the 360 items of inventory, despite there being a visible audit history in the system of the inventory being received on their end. What's particularly interesting is all inventory changes are tied to a specific users full name, but in the case of deleting the inventory it was tied to a shared user name ("Junior 2") so the actual person responsible is not identifiable. This gives an insight into how their internal operations work.

A 3PL that loses that amount of inventory cannot and should not be trusted.

I have a simple business, only 26 SKUs, everything lightweight and nothing bulky.

They are amateurs and completely negligent.

Do not trust them with your business.