ShipMonk | Order Fulfillment

Horrible customer service system. Bunch of run around and no key point of contact. Nightmare.and they use shipping companies that don't track so it says label printed and customers are pissed and think we are lying and report us for fraud. So horrible.

The Shipmonk team is lazy, messy, sloppy and corrupt. They do not use FIFO for picking and packing inventory. They regularly lose goods. Their packing is outrageously sloppy, they have regular billing errors, Their inventory data is always wrong, they will never give you credit if they lose your inventory and worst of all they make it almost impossible to leave. In order to terminate a relationship with them you need to hire them to pick and pack all your goods. They make this experience take a very very very long time and during the process they charge you minimum fees, storage fees and also make other billing errors. If you don't overpay based on their billing errors they stop the work to get your goods out. I've been trying to get my inventory back from them for over 6 months, and they are making it next to impossible. STAY AWAY FROM THIS CROOKED COMPANY!

No problem with the App, but awful, awful customer service. Stay far away.

The service while using the app was ok. They're a little expensive, and a bit slow. But mostly good enough.

When we decided to stop the service, they were a disaster. First they failed to get our inventory ready in time for pickup, then they continued to charge us after we closed our account.

If our customer service experience so far is any indication, we'll end up needing to take them to small claims court in order to recover our money.

My advice, if you must use ShipMonk, is to use a credit card that offers a "virtual card" feature, so that you can prevent them from billing your after you close your account. I have such a feature, but sadly didn't use it.

Better, though, is to avoid them altogether. There are other 3PL companies that don't have these issues.

I had a disappointing experience, The quality of service was not up to expectations, and the handling of my inventory was poor. Following the instructions of one of the agents, I sent my products properly packed for protection. However, upon receiving the merchandise, the items were delivered incorrectly, one by one in envelopes, instead of being kept in the condition they were sent in. This not only increased my storage costs but also caused damage to several garments and led to additional expenses for unpacking and organizing.

Stay away, Shipmonk has been an headache for our business for the past year.
We have been working with them for over 3 years.
WE had to fulfilled some of our order after 3days SLA passed, they still charge for the minimum pick fee and never give you a credit for their mistake.
They shipped wrong product to one of our distributors, with hand cream. it was so poor packed that everything was damaged and we were finned for wrong customs declarations.
WE lost 10000 of dollars of products. second shipment destroyed by customs because of the first one.

We have been waiting for a wholesale order, it has been over 11 days, we have some presentation samples orders and we have to wait.

For the B2c Shipmonk has been taking over 3 days to fulfilled orders resulting in loss of customers and refunds. Yesterday one of my order was supposed to be fulfilled stil waiting......

When you complain, some of them are nice some others hung up on you or make you feel uncomfortable or send you a passive agressive email.

One thing they know it s to charge your credit card!

I would summarise the issues with this shipment provider, all based on our work with them for almost 10 months. 1) You will never see transparent pricing, they display only shipment and handling fees to you, the rest is being charged on the background. So your actual bill is never known, until u dig into this.
2) Loosing packages all the time, in our case is $300 worth of parcel. When they do this here is the scenario:
- If insured, claim will be reviewed for months, till now we still wasn't reimbursed for any;
- If not insured, NEVER takes responsibility, saying "not our fault, but logistics provider, so we won't do anything". While this is them who is service provider for us, legally we ask them, they ask logistics company, bc if we message to lets say DHL, their response will be "u r not our client". The normal practice is when your shipment is not insured, at least shipping cost is supposed to be refunded as service you paid for wasn't delivered, but not with these guys;
3) If they made a mistake on inventory side, they will ask you for $40/hour so some person in warehouse could fix it. So you should pay for mistakes they make;
4) Customer support, unresponsive and incompetent. If certain cases are addressed in time, they still can be resolved, but not with these guys. What shipmonk support does is basically trying just to reply anything or blaming anyone else instead of addressing the issue, probably for their internal records. Connecting to the shipmonk will bring you only headache. I was really surprised how such a low quality service can be provided by a US company.

I would NEVER recommend this fulfillment company to anyone... especially a startup that is trying to build their reputation. Shipmonk has been the biggest headache for me. I am the founder of my company and have direct interaction with the Shipmonk team and software on a daily basis. They have lost my product (numerous times) and blame me for it every time. Never apologizing even once it is found. They literally LOSE my product and I have to pay for their team to look for it. They charge extreme amounts for a service that is hardly fulfilled. "Over promise, Under deliver" is how I would rate Shipmonk. They do a great job at selling you on their services and once you move all your inventory and really invest in them, they start treating you like you're worth nothing to them. I currently have orders backed up for 7 days when their expected shipping timeframe is 3 days or less. No apologies just excuses. "It's a busy time of year." they say. I never take the time to write reviews but I felt this was absolutely necessary. I hope you consider ALL OTHER options before partnering with Shipmonk. Please feel free to call me directly if you'd like a more personal review of this company. 954-707-0665

By far the worse company ever!! Please do not do business with them unless you like losing money. They will never take responsibility, overcharge you and shift blame every chance they get. I've lost major account/sales cause i've done business based on their empty promises. Very poor service in terms of responding clients concerns; when they are going to ship out and send packages, it will take so long! They are not fast and very unreliable. Customer receives wrong items & colors; damaged items and others. Lastly, shipping fees are very costly, not worth with what you paid for in their bad service.

What fulfillment company locks you into a contract and charges you to get your goods back if you're not pleased with their service!? Horrible experience, the charged us almost 3x more than our current fulfillment provider. The system in which inventory is imported is confusing at best. My gut feeling is the measurements are off so they can charge more for storage. we were paying more than 2x what we pay now for storage. Over $5,000 worth of our shipmonk inventory ended up on ebay months after we bit the bullet and moved all inventory to another fulfillment. Yes Our Items Were STOLEN after They charged us thousands of dollars to pick up our inventory! WTF If you're reading this don't make the same mistake we did!

Heed these warnings... if you like to stay in business.

We have been using Shipmonk for over 2 years. Their customer service is ok and so is their application but they will kill your startup with their ridiculous minimums and storage fees. To make it worse they you cannot trust what shipping they quote you, they will come back and charge 2 to 3X the original price quoted on the order. The latest example being charging $55 when the quote was $26. If I re-do the same order I am still shown $26. Its essentially fraud.

Also their minimum fees is a ridiculous concept. This is what I got from their support "when storage exceeds $250.00 your minimum increases to the storage cost". They already charge a premium on storage and they you end up paying 2X that because invariably your storage fees will cross usd 250 (unless you are shipping really small items with limited number of SKUs) and then that would become your new minimum, essentially doubling your storage fees. While they claim this crucial clause was always there on their website (we don't remember reading it) their sales agent never bothered to mention it during the initial meeting we had and it is not in our contract.

Also it is nearly impossible to know what you are paying for when it comes to storage "their system" essentially decides and there is very little visibility as to why you are paying of X number of pallets or Y number of bins. Also you would be paying for a whole pallet (X2 because of the minimums) even if you have 1 unit left on it and to make it worse you don't know so you can't do anything about it.

It is very hard to change a warehouse once you are stuck with one so do your research before you make the mistake we did.

Find someone else unless you love throwing away money. Companies like Shipmonk should go out of business so companies that do care about their customers can do well.

Echo in the line from a different review because we had to deal with the exact issue, thousands of dollars worth of lost inventory after they signed for it:
"Some examples: They lose inventory upon receiving, because they don't check what they sign for when product is delivered to them vs. what they actually receive and enter into the system. So when shipments show as delivered but the inventory is missing from the warehouse, their excuse is that they receive too many shipments to possibly try to check what was actually received. They have literally, on multiple occasions, lost thousands of dollars of inventory, and even when escalated to the CEO, refuse to accept ownership of this or do anything about it. And because they signed the delivery slip, you can no longer claim for a lost package from the shipper."

One more thing.. do not trust the review posted on capterra .com. Capterra is a paid service and they will only post reviews they like, this review never showed up there even though it was posted there over 3 months ago, didn't even get an acknowledgement.