ShipBob Fulfillment

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.

App works fine, but the customer service and pricing is TERRIBLE.

We would CONSTANTLY be charged many times more because Shipbob insisted on sending our products in boxes that were much larger than our products. We're talking about nearly a $100 difference because they didn't want to use a smaller box to ship (which they have).

We are a small business, so seeing a shipping cost of $140 for something that should cost $30-$40 is terrible. Moreover, having to go back and forth with customer service to fix this issue causes delays and makes our customers extremely unhappy. This is not the first time and after customer service was contacted, they would apologize, issue a partial refund, and repeat the mistake. If any higher-ups see this, I will be happy to provide proof of correspondence so things can be changed.

Be very, very careful if you are thinking of using Shipbob services.

UPDATE:

I was contacted by Shipbob's VP or Partnerships and Director of Onboarding services soon after posting this review. They were sincere with their apology about my experience so far and it showed that they took this matter seriously. It doesn't make up for everything that transpired, but I will add two stars for trying to make things right and bringing immediate attention to my case.

Look somewhere else! Average 2-3 days just to pick and pack product, their shipping partner is super slow and will lose 1/50 packages, went from 4-5 day delivery average doing it in house with usps and now with shipbob 10-20 day. Shipping times are huge with e-commerce! Implementation process was a mess also.

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.

I love how simple the back-end reporting is. You can also watch your orders being picked, packed, and processed in real time. They are great at turning around orders in 1 day!

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.

We used to have multiple warehouses and fulfillment partners. By consolidating our fulfillment to ShipBob, we are able to increase our margins substantially while also offering better shipping times and service for our customers. The integration of Shipbob with our Shopify platform was very easy and guided by our onboarding specialist and the software platform they use has given us insight into our orders and fulfillment status we never had before.

Works great! easy to integrate and easy to use.

Been using Shipbob for a long time already, glad to see they're offering a good solution on shopify rather than a third party.