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Terrible customer service and support. Does not integrate with the basics like pick ups for TeamGe/toll. Contacted account manager and she passed it off at lightening speed to tech support who did nothing after multiple attempts to contact them over a month.
You pay a fee to make your business get a poorer customer experience whilst making your job harder.
The response from shipstation below is exactly the same as 2 previous emails I have received with no outcome.
Thank you for taking the time to share your feedback. We're sorry to hear about your experience, as this is not the standard we hold ourselves to. Your ticket has been escalated and is in the hands of the right team to get this resolved. We'll also be following up internally on the status to make sure things are moving forward. We appreciate your patience and look forward to making this right.
Shipstation has been attached to our Canada Post account - which we never use.
They were hacked, and did not inform ANY of their customers. I have been charged $18,230.00 - and now have to work to get this cash back from Canada Post and my bank.
Sucks you guys got hacked, but you should get ahead of it and disconnect ALL customer connections.
We are sorry to hear about this experience and completely understand your frustration. We do, however, want to assure you that ShipStation was not hacked. We take the security of our customers' accounts very seriously. We have reached out to the email associated with your account to gather more information and get to the bottom of this as quickly as possible. Please keep an eye out for that message and respond at your earliest convenience!
I would very strongly caution any store/brand from working with this company as it will put your brand and store at risk.
ShipStation has a serious tracking handoff issue with GlobalPost shipments, and support has absolutely, 100% ignored it and have tried to gaslight us by calling it a 'feature request' fix.
Basic operational compliance and tracking is not a 'feature request', it is a core tenet of why they exist.
We use ShipStation through our 3PL. Valid GlobalPost international tracking numbers are being attached to fulfilled Shopify orders, but the customer-facing tracking links are directing customers to USPS, where the numbers show as invalid. So customers are seeing what looks like invalid tracking even though the shipments are valid GlobalPost shipments.
This has created a real operational problem for us that is actively harming our brand.
We provided specific affected Shopify orders, tracking numbers, USPS links showing the issue, and a clear explanation of the failure path. The response from support has been repetitive and has not addressed the actual technical question: what carrier name, carrier code, and tracking URL is being passed into Shopify, and why GlobalPost shipments are ending up with USPS tracking links.
They are well aware of the issue internally and choose to ignore it. These are the types of companies that should not be in business.
Hi there, we sincerely apologize for the frustration this has caused you and your customers. We completely understand how a tracking issue of this nature can have a real impact on your brand, and that is not something we take lightly. We have reached out directly on your ticket to let you know that this has been escalated internally to the right team. We appreciate your patience and want you to know we are actively working on this.
No response to my support ticket for almost one month. I was excited to have both shipping and my returns solution in the same place, but the Returns setup has been stuck in an error for nearly a month. Only response is that it has been escalated to someone senior. No one has reached out other than that. Would still love to use it if someone would help get it going!
We are so sorry and this is absolutely not the experience you should have had. We want to make it right immediately. We are escalating this now to ensure the right person reaches out to you as soon as possible. Please keep an eye on your inbox. We are on it.
We've used Shipstation for nearly a decade and every time there is an issue with their service (Going down for 3+ days, billing issues, etc), you realize just how bad their customer support is. The staff is outsourced and it clearly shows. We were charged nearly 3x our usual plan's rate for "addons" that were deceptively hidden and/or that we did not actually select. They refused to refund us for these unused features when we got our bill. The company is currently in a merger, so it seems they are doing everything to make their books look good, but really - it was never good.
Hi there, thank you for reaching out and sharing your experience. Our team has reached out to you in your open ticket and offered to correct this. Please respond there at your earliest convenience. Hoping to hear from you shortly!
Nope nope nope....
0/5 - Don't do it. If you're thinking about using this company - you will regret it. While their software is technically fine, although lacking major reliability and basic functionality, it is their business practices that you will find are unethical. Their customer support agrees that their billing practices are designed to be deceptive and in some cases illegal.
After multiple attempts to cancel our subscription, we were continuously charged for a non-existent account. We could no longer access our account but they continued to charge the payment methods we previously removed.
Their customer support was friendly, but made false assurances that our subscription had been cancelled and our payment methods removed.
Don't risk it. Don't do business with a company built on deceiving the end users.
Thank you for sharing your feedback. We’re truly sorry to hear about your experience and take these concerns very seriously.
A manager has reached out to you directly through your open support ticket to better understand the situation and resolve this. We would greatly appreciate the opportunity to connect and address this matter as quickly as possible.
Please respond to the open ticket at your convenience, and we’ll prioritize assisting you.
The mail i used in this app got blocked and closed without any prior notice or proper reason, when i reach out the support then the guy from theri team Enzo V. kept saying that our backend team confirmed for security reason my account will remain closed, I kept asking the reason for the same by also providing the main credential that i used to login, but still no support from their end and not proper reason for the account closure. This is really unacceptable as the user of this App I have all the rights to know what cused my account getting blocked and closed. I have mailed them last yesterday regarding for the same asking the reason but now i got no reply from them. I hope this negative review will open their eyes and they start to take their users issue more seriously. Thanks
Hi there, thank you for reaching out and bringing this to our attention! We apologize for this experience - our team has reached out to you in your recent ticket and informed you that access to your account has been reinstated. If you have further questions, please don't hesitate to reach out to us there and have a great rest of your week!
I despise Shipstation with every fiber of my being. Not once have I been able to open it and have things go smoothly. I always end up spending at least 45 mins on chat with support to find a solution a wide variety of problems. It is absolutely the worst part of my day. The worst part of my job. The worst part of having a small business. I'm begging somebody to come up with a better alternative.
We’re really sorry to hear how frustrating your experience has been. That’s absolutely not the experience we want anyone, especially a small business owner, to have, and we understand how disruptive it can be when something that’s supposed to save time ends up costing you more of it.
While some of the challenges you ran into may have been related to account setup or session-based configurations that need to be re-established, that doesn’t make the experience any less frustrating, and it’s clear we didn’t make those steps as smooth or intuitive as they should be. That’s on us to improve.
We also understand that needing to contact support frequently is far from ideal. Our goal is always to provide a platform that works consistently without requiring that level of effort. We appreciate you taking the time to share your feedback, as that highlights important areas where we need to improve.
Shipstation has a stranglehold on shipping, so I still use them for some things. But they are exceedingly bad. For example, 19 days ago Shipstation changed international shipping defaults so that I am now covering duties and taxes for international shipments. But, they did not notify me or my team of this setting being defaulted to "on" all the time. The result is that I have accidentally incurred massive costs that were meant to be paid by my customers and that I did not account for. I'm still waiting on invoices to come in from my couriers to see what the total loss is.
I contacted their support and they showed me how to turn this off. But when I asked about why it was set to on for 19 days, and why no one notified me of this critical change to defaults; the best I got was an apology. I wonder how many users are unwittingly incurring these fees. The setting is burried well below the customs declaration in an area with obscure an infrequently used settings, so I suspect that many users are not aware.
Thank you for taking the time to share this feedback, and we’re truly sorry for the frustration you’ve experienced. We understand how unexpected duties and taxes can significantly impact your business, and we take concerns like this very seriously.
We did want to clarify one important point: the Delivered Duties Paid (DDP) option was not automatically enabled for merchants. This feature required an explicit opt-in through a Pendo in-app message. It’s possible that the prompt may have been missed or unintentionally dismissed, but we did not turn this setting on by default or make changes on behalf of users.
That said, we completely understand how easily something like this can be overlooked, especially during busy order periods. Your experience highlights the importance of ensuring feature changes and optional settings are communicated as clearly as possible, and we’re actively reviewing how we can make that even better.
Our team will be reaching out directly to discuss your situation and see what options we have to help make things right. If you have any immediate questions in the meantime, please don’t hesitate to contact us. We’re here to help!
