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Critical bug and zero customer support! Read but completely ignored.
The app has a major issue with multi-piece shipments. My order has 8 boxes, but the system only generated 1 label showing "1 of 1" in the top right corner. Shipping 8 boxes with a single "1 of 1" label is impossible and risks losing packages.
To make things worse, I contacted their customer support via live chat to fix this, and they read my messages but completely ignored them. On top of that, the system doesn't even provide an option or button to cancel/refund the label so I can buy it elsewhere. Highly unprofessional for a business-critical shipping app. Avoid if you want reliable fulfillment!
Hi,
We sincerely apologize for the experience you had. You are correct that your shipment should have generated a separate label for each box, and we understand how frustrating and concerning that was.
After reviewing the shipment, we found the issue was related to the specific UPS Ground Saver service selected through our third-party label provider. That service returned an inaccurate rate and only generated one label instead of the required multi-piece labels. We have since turned off that service to prevent this from happening again.
We also apologize for the delay in response. Your message came in after our normal U.S. business hours and was seen by a developer who does not handle customer support. Our after-hours auto-response should have been sent, but it did not trigger properly in this case. That is on us, and we understand why it felt like you were ignored.
To clarify, Shipduo does have a Cancel Shipment option under the shipment status dropdown, but we understand this was not clear enough and we will work to make that easier to find.
Your shipment has already been voided/refunded, and we have taken steps to make sure this specific issue does not happen again.
We hope you will reconsider your review based on how this was resolved, but either way, we appreciate you bringing this to our attention so we could correct it.
— Shipduo Team
We use Shipduo all the time for our pallet shipments and it’s been a really great experience. The rate comparisons are reliable and it makes handling larger shipments much easier for us. Everything has been smooth so far with no issues or surprises. It’s a solid tool if you’re dealing with bulk or pallet shipping. Highly recommend!
Smarty Supply Co. is incredibly grateful for ShipDuo. As a manufacturer of bulky, heavy products, shipping has always been one of our biggest challenges. Working with independent shipping vendors often led to inconsistent pricing, service, and results. ShipDuo has completely changed the game for us, not only by providing consistency and reliability, but also by significantly improving our shipping profitability.
Beyond the outstanding functionality of the app, the customer service has been second to none. The ShipDuo team is responsive, knowledgeable, and genuinely invested in our success. Whenever we've had questions or needed support, they've been quick to provide solutions and show us how to maximize the platform's capabilities.
ShipDuo has become an invaluable part of our business operations, and we highly recommend it to any company looking to streamline shipping, improve efficiency, and reduce costs.
ShipDuo has been a game changer for our business. Since implementing it, we’ve seen a noticeable increase in our conversion rate and a boost in customer trust. Being able to display accurate freight charges at checkout—rather than baking those costs into product prices—makes everything far more transparent for our customers, and they really appreciate that.
One of the standout features is the small parcel functionality. It’s incredibly useful when items can’t all fit into one large shipment. We can easily quote customers for individual shipments, which gives us flexibility and helps close more sales without confusion.
But the best part of ShipDuo is their customer service. Their team is always available, quick to answer the phone, and extremely efficient at resolving any issues. That level of support is hard to find.
I highly recommend ShipDuo to anyone looking to accurately display freight charges at checkout and improve the overall customer experience.
we love shipduo! Makes shipping freight as easy as shipping ground packages via shipstation
Easy to install and use, competitive rates and quick pick ups.
Good guys, great customer service. Care about their customers.
Good experience, customer service always available when you need help with shipments, even after hours!
The Ship Duo team is awesome start to finish! They helped us get the system integrated to our store making it a seamless transition. Davis and his team are ALWAYS on top of the ball and happy to help when ever we need them. Strongly recommend using them.
Hunter
Chief Operation Officer
Roof Ark
Shipduo is a one stop shop for everything needed for both LTL and Parcel shipping. Everything is very intuitive and easy to find. The dashboard is self-explanatory and makes it easy to track all packages.
Also, their customer service alone might make the price worth it. Every issue/kink we have had has been tackled same day, or at the very latest next day. Even some of the more complex shipping rules we needed, Shipduo has made easy with their dev team. No rule is too much with Shipduo.
