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We had the worst experience ever from this company. Their own system lost our orders and despite us repeatedly asking they took a month to resolve it. They are very hard to contact and the system is full of bugs. We moved to Easy Ship which so far seems much more professional and the system is a million times better.
Review submitted on 5 May 2020:
What started out as utter joyous disbelief for me in finding an app on Shopify's App Store that could handle both shipments and provide a COD facility quickly turned into nightmare.
Integration issues that started from the very beginning have turned into total chaos for me and my site with other related issues creeping up. Not only have I been given reasons after reasons on why all the screw ups are taking place, this service provider has yet to settle the whole issue despite having already eaten up 14 days of my time and giving me a few sleepless nights - IMAGINE - 14 days of having a paid site that does not really have a workable shipping page and 14 days of lost of income. Furthermore, some answers given have not been true... and don't even get me started on the attitude of 2 of their employees.
Since my web store is a newbie, I obviously didn't think anyone would have tried to buy any of my products yet and gave Shippit time to settle the issue but sadly, I have lost my first customer and I have the email to proof it.
To all Malaysian website owners who are intending to use Shippit, thread carefully - if possible, look elsewhere. Some of their staff do not even know what they're doing or selling and if you're hoping to have someone settle your issues during weekends, tough luck! The response rate on queries could also be better...as an example, my last email to Shippit was at 9:04am, Malaysian time. It is now 5:31pm and I have still not heard back from Shippit!
Perhaps Shippit needs to get off the grid and go back to the basics before promising A, B and C to potential clients.
Come on, ensure all your bases are covered before even deciding to play with the big boys!
I am still waiting, Shippit - or maybe you would like me to go somewhere else for my shipment rates to materialise on my web store? I will allow the management team of Shippit to decide!
PS.
1. Has the management team of Shippit not "wondered" why bad reviews continue to be posted since September 2017?
2. To the management team of Shopify, kindly vet through companies properly. People, like me, decided to exercise our entrepreneurship through sweat and hard earned money with Shopify and obviously, after x-amount of years signed up with Shopify, we do have some form of trust in what Shopify publishes or promotes on its app store. To a certain degree, Shopify is somewhat responsible for allowing us clients go through such bad experiences too when Shopify continues to list such companies in the app store despite knowing that after 32 months since the first bad review, multiple bad reviews of a similar nature continue to surface (10.34% bad reviews of the total number of reviews, to me, is a high number).
Updated @ 7:21pm, 5 May 2020:
Shopify team,
Kindly note that I just sent an email to Shippit, terminating their services and have requested that the integration be removed from my site. Your team should be receiving the email too.
Updated @ 7 May 2020 - Written below is my reply to Shippit's 7 May 2020 comments and explanations on statements made of my earlier review. Shippit's reply to my review is either a DESPERATE move to "soften the blow" from the damage my review might or is already causing their business, or, have been misinformed on timelines by their team when it came to "solving" the integration issues and the date the complaint first surfaced. I have all the proof needed to substantiate my statements as per what was written in my first review:
To the person who replied my review - SHAME ON YOU for lying but I will give you the benefit of the doubt - that your colleagues lied to you to save their skin!
Not only do I have the documented emails between your various staff and me (with 1 not being able to solve the issues, you needed 3 different people to be assigned), I also have the recorded phone call of the initial conversation between your sales staff and me.
Very clearly, in one of my last emails to your staff, it was mentioned that for the sake of a paper trail (and for the very reason of miscommunication - "I said this, you said that"), I was not going to entertain any more phone calls.
Also, if indeed you sent DETAILED instructions as claimed in your reply, where is the proof cause I surely DID NOT receive any "detailed" instructions. In fact, I even highlighted via email that one of Shippit's website links were not working - I HAVE THE PROOF! Maybe you would like to check with your "close-knit" working family why no reply was made to that email???
Not every day is filled with rainbows and sunshine, people of Shippit - just say SORRY when you are wrong instead of coming up with ridiculous replies in the hope of making the reviewer look like a fool!
Thank you for sharing your concerns. We’re a close-knit business that really love what we do and take pride in seeing our retailers succeed. Hearing your feedback was deeply upsetting to hear, especially as it is vastly different to the majority of other experiences on our platform. After investigating this with the team, we’d like to address and clarify the points you’ve raised from the perspective of our team.
In regards to not having a working shipping page for 14 days due to integration issues. We shared a step by step guide on how to integrate Shippit with Shopify which instructs users to begin the process inside the Shippit platform. As this was not followed, our support team stepped in to help. After resetting your account's integration, the steps were again not followed contributing to further delays. This is a standard guide to all of our retailer. We’ve also tested this integration and on average it takes 7 minutes or less to integrate and book in your first order.
Whilst investigating this issue further, we found this issue was initially raised on the 30th of April, meaning it's been 7 days. Our team have been in touch every day, and have attempted to call you repeatedly. We can also appreciate 7 days in an unacceptably long resolution time but not being able to get in touch and delays in hearing back from you had contributed to this.
Being a growing business with a close team, we can certainly relate to what it feels like to lose your first customer. Whilst our integration does not support live quoting, we shared an equally apt alternative, and to implement this for the best outcome possible. We also offered guidance on how to create zones and a rate card to help you ensure the rates you entered were accurate.
We’re so sorry to hear your experience above. We can also appreciate that there may have been misunderstandings that contributed to the gravity of your experience. We’d love to make this right for you and are here to help.
The app functionality is passable and the plans and rates are acceptable, but that's about all Shippit has to recommend it. Integrating the service with multiple stores requires creating multiple accounts and while they'll only charge you for one, you still need to manage multiple logins. Their support across any channel is basically non-existant. They don't answer calls or return voicemails, they don't reply to emails, and you're lucky if they respond to live chat enquiries within an hour. Hell, even just creating an account with them required a third-party to put me in contact with a sales manager who then finally got someone to reach out to me - and that was how they handled a potential new client!
Hi Agrowplow,
Thank you for taking the time to leave a review and for sharing your concerns. We are glad that you are satisfied with the app functionalities and rates. Last year taught us a lot and we have since significantly invested in our support team so that they can better help merchants. I would appreciate knowing if there is anyway we could help you out and put things right. If so, please let us know, and I will forward your enquiry to the correct contact at Shippit. In the meantime, I hope we get another chance with you again soon.
Kindest regards,
Sarah
Shippit
Unable to login from within shopify, unable to send orders to shippit, unable to import orders manually. A mess overall.
Hi Limoni,
I'm sorry to hear that you are experiencing these issues and for the delay in response. Are you still experiencing this issue? We would love to investigate why you cannot fulfil any orders with Shippit and help you find a seamless solution. Please email us at support@shippit.com and one of our lovely agents will be in touch with you.
Kind regards, Sophie
Shippit
No customer support. Overcharged and still no response to my complaint/enquiry. The app also doesn't support Auspost shipping without an account (and an app isn't required for anyone who already does have an account with Auspost).
Thank you for the review and I'm sorry to hear about your experience. I can't see any support enquiries from 'White Sands' so can you send your full request to hello@shippit.com so our team can get back to you ASAP.
Too hard to do business with and unprofessional.
User interface is very basic and lacks key fulfillment functionality.
They also demand to see your current pricing contract with your suppliers.
If you want to do business the right way use SHIPSTATION, They are the leaders.
We tried with you, but you failed us!
Thank You