Overall rating
3.8
Counts per rating level
  • 85% of ratings are 5 stars
  • 2% of ratings are 4 stars
  • 0% of ratings are 3 stars
  • 1% of ratings are 2 stars
  • 13% of ratings are 1 stars
February 29, 2024

My small business was with ShipHero for large amount of its life. In the beginning, the service was great and I was getting proper responses from support about all my shipping inquiries. Then, after being with ShipHero for a few months, large issues started to arise.

I noticed I was beginning to get charged more for certain shipments, despite them being the same exact product. I reached out to support and was informed that there are holiday surge fees, however, it was not during holiday season! My original account manager, who was very responsive at first, stopped responding to me at all and I had to resort to using the ticket process which sometimes took weeks to get a response.

The final straw for me was when I noticed a $1000 charge for a "tech fee" in my statement. I immediately reached out and after a couple weeks was informed that this is a new fee they are implementing for sellers selling less than 100k a month. There was never any announcement of this charge being implemented nor was it anywhere in my contract with ShipHero. Very sad to see how the company treats their smaller clients.

I next did the logical thing that any individual would do and advised I would like to cancel my services. I was then given two options, get rid of the merchandise my self or have ShipHero dispose of it. Given certain liquidity restraints as a result of these fees, I was unable to sell my inventory that month and had to resort to disposal. ShipHero ended up billing my over $1200 for disposal and would not give me a quote beforehand, despite me asking for one. If I had known this was the case, I would have went to the warehouse and disposed of the merchandise my self!

Overall, this was a nightmare experience as a small business and caused a lot of stress in addition to loss of business.

Dup Fitness
United States
Over 1 year using the app
ShipHero replied March 11, 2024

Hi Dup Fitness Team,

We appreciate you sharing your experience with us. We understand your concerns regarding the billing discrepancies and the new tech fee.
If you believe that any charges were incorrect, please contact us at fulfillment@shiphero.com, and we will thoroughly review the details and reach out to you.

Regarding the tech fee, we apologize for any inconvenience caused.
We did notify each client prior to implementing this fee to maintain the speed, safety, and stability of our system and service. Our Customer Success Team is available to help you find the best plan for your business and optimize your shipping setup to support your growth.

We regret any communication issues you experienced with our support team and the challenges faced during the cancellation process. Your feedback is valuable to us, and we will use it to improve our service and ensure better experiences for all our clients.

Thank you for your understanding.

January 22, 2024

No customer service response. Desperately waiting to launch a store and our partners are unable to get a response at all!

Roilty Concentrates
Canada
About 1 month using the app
ShipHero replied March 11, 2024

Hi Roilty Concentrates Team,

We apologize for the inconvenience and regret that we have not received any emails from registered users associated with your account.

Please reach out to us directly at fulfillment@shiphero.com and include your account ID so that we can quickly identify your account and provide the necessary support to help you launch your store.

Our team is available 24/7 to assist you. We value your business and are committed to ensuring your success.

June 22, 2023

After we sent $1000's of dollars worth of inventory they suddenly announced that any vendor not shipping enough to be charged over 100k (yes, that's over 100 thousand dollars) per month will be charged a monthly "Tech Fee" of $500 to help them cover the cost of improving their system.
I quote from the email we received "This $500 monthly fee is to cover the costs of building the necessary technology to improve order accuracy, shipping speed, and cost visibility."
Being unable to afford that fee, we reached out to them and told them we would no longer be sending inventory to them and we would like to slowly phase out our inventory so that we can close our account with them but in the meantime can they please waive that fee. And they refused! They said we have 60 days to get rid of every last item we have there or we will be charged this outrageous fee. This is the most unethical, despicable business behavior I have ever witnessed.
We've been a loyal customer of theirs for years now and this is how they treat us!

Additionally, recently there have been many extremely late orders that have literally sat for weeks without moving. Every time we reached out to them we got a vague response like "we're working on it". This is why they're collecting $500 per month from all the small businesses who had the misfortune to send them inventory so that they can hire more team to improve their subpar performance.

Stay far away from this company.

Todays Fans
United States
Over 3 years using the app
ShipHero replied September 5, 2023

Hi, Todays Fans Team!
We sincerely apologize for the distressing experience you've had with our company, and we deeply regret any frustration this has caused.
Your feedback is both disheartening and essential to us, and we take your concerns seriously.
We would appreciate the opportunity to discuss your specific situation further and find a resolution that works for you.
Please contact us at fulfillment@shiphero.com, and we will do our utmost to address your concerns and work towards a mutually satisfactory solution.
Your loyalty means a lot to us, and we are committed to making this right.

Edited July 3, 2023

Where to start....As a small business owner, I am usually reluctant to resort to public platforms for expressing disappointment. However, after an unending barrage of challenges with ShipHero, I feel compelled to share our experience, and hopefully save others from similar frustration.

Our ordeal began with a constant need to contact customer support, approximately 2-3 times a week due to recurring issues.

Their sluggish response rate is only exacerbated by their knack for providing ambiguous, often irrelevant replies that don't resolve the issue. This futile correspondence cycle has become the norm rather than the exception and ends up taking up the majority of our time.

But beyond their poor service is their blatant disregard for our inventory. Moving it without notifying us and as a result losing it. Despite us providing ample evidence that they are responsible, ShipHero has consistently failed to reimburse us for numerous lost items, resulting in protracted discussions that remain unresolved.

Shipping prices quoted by ShipHero are frankly outrageous. We were initially led to believe that these charges were an unfortunate repercussion of the ongoing pandemic and subsequent carrier rate hikes.

However, our experience suggests otherwise. For "Special Projects", which involve larger shipments, we were continually subjected to inflated quotes, with reassurances that they offer the best market rates.

On a recent occasion, when I arranged FedEx pick-up independently, the cost was a staggering 60% less than ShipHero's quote. This overcharging under the pretense of carrier rates is not only dishonest but reprehensible.

The latest blow from ShipHero has been an unanticipated, ongoing monthly "tech fee" of $500, imposed on smaller companies like ours. It was announced in an email (buried under bullet point 4) less than a month before they charged us. Coupled with the ultimatum of 'like it or leave', it's a clear indicator of their scant regard for client welfare and survival.

Their customer service can best be described as dismal, with an apparent penchant for crafting rules on-the-go, fair warning or consideration for their clients.
The abundance of one-star reviews is a testament to a steady downward trajectory, further cementing their untrustworthiness.

Regrettably, we are tethered to ShipHero due to our extensive automations and existing stock. However, for those seeking a reliable 3PL partner, I would URGE you to look elsewhere!
The tarnish on ShipHero's reputation is not without reason, and their service has proven to be more of a liability than an asset.

ShipHero needs to take note of these experiences and implement drastic changes, lest they continue to hemorrhage their clientele and reputation.

alfie & gem
New Zealand
Almost 3 years using the app
ShipHero replied September 5, 2023

Hi Alfie & Gem!
Thank you for taking the time to share your detailed feedback with us. We're genuinely sorry to hear about the challenges you've faced, and we deeply regret any frustration this has caused.
Your experience is crucial to us, and we would like to investigate and address each of your concerns directly.
To that end, please reach out to us at fulfillment@shiphero.com with your specific issues, and we will make every effort to resolve them promptly.
We understand the importance of efficient and responsive customer support, transparent billing, and reliable service. Your feedback highlights areas where we need improvement, and we are committed to taking the necessary steps to enhance our services and communication.
We value your business and hope to have the opportunity to regain your trust.

May 31, 2023

They double charged me for shipments to the tune of $25K USD over the course of four months, continued to do so for two months when I notified them of their error, and then reimbursed me three months after that. One in 200 packages gets a "no-first-scan" error where the parcel is simply lost outright, and I have no recourse or reimburse for the contents of the order, must pay shipping for a new order to be sent out, my customer gets their order three weeks late, and I only get a partial reimbursement for the shipping cost in most cases, but only if I petition them. One in 250 parcels has a transposed item mistake with another parcel, and I've had it twice in my short tenure that my customer was shipped a product from someone else's store, and I was charged shipping for both shipments, and had to petition to get a reimbursement. Many hundreds of orders had a tacked on oversize charge of $4 because their auto-rule packed everything, even something the size of a pack of cards in a 24" x 24" polybag, and even if the polybag was folded and taped, that counts as an oversized package (one dimension over 20") in their eyes. Now, any PO box addresses will count as a Zone 9 charge (think, Austrailia), and also they are tacking on $500 a month for simply using their software. They gave one month notice and zero elaboration. Run away, don't walk.

Lizard Doggo
Canada
Over 1 year using the app
ShipHero replied September 5, 2023

Hi Lizard Doggo Team!
We are deeply sorry for the multitude of issues you've faced, and we genuinely appreciate you bringing these concerns to our attention.
We acknowledge the concerns that have negatively impacted your experience.
To address these concerns and work towards a resolution, we kindly ask you to reach out to our customer support team at fulfillment@shiphero.com. We are eager to understand the specifics of your situation and find a solution that rectifies these problems.
Your feedback highlights areas where we need improvement, and we are actively reviewing our policies and procedures to ensure a better experience for all our clients.
Once again, we apologize for the challenges you've encountered, and thank you for giving us the opportunity to make things right. Your satisfaction remains our top priority.

June 28, 2023

Emotionally drained dealing with this company. I will keep it simple. Overcharging by MASSIVE amounts (incorrect ship weights, like 2-10x higher), lost and missing inventory, late shipments all the time, lots of lost packages never scanned.

Power of KANE
Canada
About 1 year using the app
ShipHero replied September 5, 2023

Hi, Power of Kane Team!
We are truly sorry to hear about your frustrating experience with our company. Your feedback is invaluable, and we take your concerns seriously.
Overcharging, incorrect ship weights, lost inventory, late shipments, and unscanned packages are all issues that should never occur, and we understand the toll this has taken on you.
Please reach out to us at fulfillment@shiphero.com so that we can address each of these issues promptly and work towards resolving them.
Your satisfaction is of utmost importance to us, and we are committed to making things right.
Thank you for bringing these issues to our attention.
We look forward to hearing from you!

August 3, 2023

Charged $1,000 for a 'tech' fee even though we weren't using the service. And not willing to refund it

BOLD Shave
United Kingdom
Almost 3 years using the app
ShipHero replied September 5, 2023

Hi Bold Shave Team,
We're truly sorry about the billing issue you've experienced – we understand your frustration. We'd like to investigate and ensure fair billing.
Please reach out to us at fulfillment@shiphero.com, and we'll promptly assist you.
At ShipHero, we prioritize transparent billing and take such concerns seriously. Your satisfaction is important, and we're committed to resolving this matter to your contentment.

Edited August 21, 2023

Terrible service. Orders will go unfulfilled and you need to create a case to get them packed. That's what tech you get with a "$500 tech fee."

Holy Santo
United States
Over 3 years using the app
January 7, 2022

ShipHero may have good intentions but it just can't keep up with number of customers it's taken on. As a result my orders go out 2-3 days late, and even that is only after I push them daily to get them out. My Amazon account has already been suspended once and is on its way to being suspended again. I'm now in the process of moving my stock out of ShipHero. If getting orders out on time is important to your business, do yourself a favour and stay away.

Good Aussie Stuff
Australia
Almost 3 years using the app
ShipHero replied January 20, 2022

Hello Good Aussie Stuff,
We appreciate that you’ve taken the time to leave a review regarding ShipHero. We have passed along your feedback to our Fulfillment Team, and we want to thank you for your willingness to share your feedback with us. If you would like to further this conversation via our Client Support Team, please reach out to them so we can work toward a solution or email us at hello@shiphero.com.

Edited August 27, 2022

There are some much better provider out there than Shiphero, so search elsewhere.
They were good at first...but after a few months it was a total disaster:
- Constant system bugs and errors
- Inventory not synched with Shopify, numbers are pretty much always off
- Massive shipping delays on holiday seasons with damaged reputation.
- Shipping costs going up continuously and without communicating to customers (as always)
- They charge you after 6 months for services never communicated before (or authorized)
- Customer support ineffective, won't solve your issues
- No communications whatsoever to their customers (Load balancing, they just do it without asking for permission)
If you are serious about e-commerce you should not work with Shiphero.

Ukiyo Lifestyle
United States
Almost 3 years using the app