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When it is working fine, it is a treat to use. Integration with our Shopify store is a must, and it usually work great. Lots of features and integrations with carriers. Structurally, I have little to complain about. However, the app is glitchy sometimes. Various pieces stop working for short periods of time, although their "uptime meter" claims everything is A-OK. More importantly, however, their service has been getting sloooooooow. I've had 2 tickets open for days, and nobody has helped me yet. One of the tickets is essential to our business to be tended to immediately, yet... crickets. The service was always a bit lacking, but by this point they badly need more support staff.
Shipping orders themselves seem to be going alright, but I've been dumbfounded at the number of basic things we've asked for where the response has been "You're the first person to ever ask about this feature!" which I have a hard time believing. For example, printing one Order Summary per page when bulk printing is not an option (seriously?). The most recent shock has been that, in order to simply increase the font size of the packing slips/order summaries so our more elderly staff members can read them, I have to upgrade to a higher plan that unlocks "customization" of documents. I don't want to fully customize the documents, I just want the font bigger so our staff can read it. Sucks that they want to charge us an extra $240 per year for the privilege of printing readable documents. We're in too deep now to switch apps, but my advice to anyone considering this would be to ask all those "seemingly dumb" questions you have about features so you're not shocked about what's not included down the road.
The software glitched and charged me over $125 without ever providing a shipping label. I've been trying since January (5 months) to get this resolved, and they keep stringing me along, claiming they're 'working on this situation and investigating further'. It doesn't take 5 months to refund an overcharge, and they can figure out the glitch on their own time. That one overcharge more than cancelled out any savings provided by using the service. Now I have to go to the CC company and see about getting those charges reversed. Not worth it at all.
I have used Shipstation for 4+ years. I liked Shipstation despite its quirks. Two weeks ago they overfilled my Stamps.com by $800 account due to their system error when we tried to ship and refill our account. When your Stamps.com account balance is too low, a window will pop up to refill it. We recharged with $200, or so we thought, but we got the prompt again that we didn't have enough balance and we needed to purchase more. Did it. .system error - same thing. Little did we know their purchases were delayed by 20 to 30 minutes and each time we pressed the buy button, it was purchasing more shipping and creating a shipment, but not showing the shipment or updating the balance in our account. So 5 transactions, $200 each -$800 more than needed. I only found this with our credit card transaction review. We called them and they refused to refund me without canceling my Stamps.com account. They were very interested in how this happens, so guessing they were debugging their system error. We didn't need $1000 shipping, so after we reached out to them and tried to resolve it, we contested with our credit card for $600 of that. Shipstation was very quick to shut my account down. If there is anything I can say about Shipstation is that system of shutting off a customer's account is very quick and efficient. Good job. After we realized our account was shut down, we called back in and they said the only way to get reactivated was to bill back the $600. Without options and needing to ship, we caved and said go ahead. Start the clock, it took them another 7 days before we could ship. This service feels like they really don't want me as a customer or think overcharging and holding hundreds of dollars of customer money is good business. Will I recommend Shipstation - No Way - something is broken over there. did I before this? Yes. I wasted over 6+ hours of my time over 7 days resolving Shipstation's screws ups and bureaucracy in getting my account turned on. I don't know if there are better options at this point, but you can be sure I am scheduling time to figure it out. If you want to count: 7 calls over 7 days to get this resolved. 6+ hours of my time. On several calls with primary support, the agent said they couldn't resolve my issues - Only the people at XXX number could resolve this. Then when I called the XXX number, they said they couldn't resolve the issue either and to call back the original number. I asked for a supervisor, said there is none and to call back the regular number. Did that, waited on hold again asked for a supervisor, agent said no for 15 minutes until he spent the time reviewing my case and asking all the same questions. Never got to speak with a supervisor. I run a business - like all people who have a Shopify account. Stuff happens, but when it does having your account shut down for a system-critical service is a real issue. If you do use their services, have a plan in place for when you have issues and expect multiple-day downtimes. Expect no apologies. Expect no one to take responsibility. Expect a lot of broken promises and wasted follow-up. Also, they sent me a survey to ask how they did. After starting, I realized it would have taken me over 30 minutes to complete it. I opted to spend that time here to let potential customers know about my experience. Update 6/23/2022 - Shipstation/Stamps management reached out to me by phone/email to understand this issue better and see what went wrong after seeing this review. They are going to look through their support strings and try to figure out what went wrong here and try to make it right. There is someone at the other end of the line here listening at least.
WHAT WERE THEY THINKING WITH THE NEW LAYOUT. I HAVE BEEN TELLING THEM FOR MONTHS NOT TO SWITCH.. NOW WE ARE LOOKING FOR A NEW SOFTWARE. WHAT A SHAME.