Shopify Fulfillment Network

This is the worst experience we ever had with a 3PL. Initially, we were excited to work with SFN has a business partner for our logistics needs. What a total disappointment. Be aware, unlike other 3PL's SFN does not allow for the client to communicate with the warehouse. We reached out to support with no help, customer service is poor and take weeks to respond or worst of all not responding to our concerns. No phone number, no account management - nothing!

The price that is quoted on the calculator provided on Shopify's own website is not the actual price that you will be paying for once the item arrives. This has tremendously effected our business. We were using a previous 3PL and it was great, prices were as advertised and we were able to get a hold of them. SFN does not even provide the client with an image of the product once it arrives, with the weight and specs for transparency. We read all the above reviews and everyone is having the same issues. We can't even resolve this issue by moving our products out of SFN because it's a mess and we will get charged thousands of dollars to do so. NOT OK AT ALL!!

It is a shame, we are long time clients of Shopify, generating over 2 million in sales, a lot of it goes to fees towards Shopify and this experience alone is causing us to leave the platform all together.

FYI, we are seeking a lawyer to sue Shopify for misrepresenting their services and providing false pricing to the public. This is not ok and SFN should not experiment with folks small businesses.

Still just trying to get my inventory there. Was told it will take 11 days to get it checked in once it gets to CA and I live in AZ. I literally could have dropped it off myself and drove back. Then I was told it could take another 10-18 business days to get it to the other warehouses across the US. So we are looking at 30 days to get it ready to ship to customers. So there are 30 days where customers are going elsewhere. Then when they did receive the order they forced the inventory to come from there warehouse but at the time they only had 11 available and I was getting emails from customers saying that it gives them the message "We do not ship to this location. Please select another location for delivery". hahaha WHAT?!?!?!?
SFN seems promising and I am really excited about it but feel like Shopify hasn't really got their bearings around the whole logistics thing yet. I am hopeful because everything else with Shopify has been amazing!

Straight Trash.

I only had 250 units delivered, and after 2 weeks of receiving, none are available for shipping and 4 units are processed.

Failing to clarify this timeline might be our fault, what isn't... I was told a feature, vital to us doing business and being able to perform Post Purchase Upsells, would be an option prior to having our inventory ready to ship.

I inquired to activate that option --> "we do not plan on releasing that feature any longer for the foreseeable future"

Another option we were told would be available to properly pack our products, we inquired about after that --> "we do not plan on releasing that feature any longer for the foreseeable future"

On top of that, communication takes 12-36 hours to get responses.

Where is my inventory actually located? Your guess reading this is as good as mine, because I can't get answers.

Run away.

Update 9/5/2023

Just a little further insight, as we are continuing to work with SFN as we motion into a new 3PL... Still do not recommend anyone hop on board with SFN.

3 months ago, our manufacturer sent a package to the warehouse on accident. It was supposed to go to our office in NY.

It was nice that SFN reached out and alerted us to the situation. We promptly provided an address and were told it would ship out shortly.

Over the course of 3 months we regularly checked in and asked what the heck is going on. We were led on over and over regarding the package, even being given a USPS tracking number at some point.

That tracking never became active, and after 3 months we finally are told they can't find the package and its lost.

Oh you don't say? Something laying around in your warehouse for 3 months went missing? Crazy...

This is an awful service, don't get involved.

**UPDATED FROM 2 STARS TO 1 STAR**

Impossible to get help and seems like there's no possibility to get an account manager or a personal point of contact. Avoid....

ORIGINAL REVIEW:

A pretty messy start.

I love the app and the simplicity of it, but when something goes wrong it's incredibly difficult to get support. You have to contact Shopify via the help center as you would with any other problem related to Shopify and unfortunately many of the support agents haven't even heard of Shopify Fulfillment Network. Even if they have, it takes a bare minimum of 24 hours to hear back from the actual SFN team (who can only be contacted on your behalf) and a lot longer to get any issues resolved.

Inbound transfers seem to be super buggy, we have 100 units which were received into a VOIDED transfer somehow (was already voided for weeks).

Side note, I'm not sure why it takes 9-14 days to START receiving inventory, other 3PLs can do it in a matter of hours. Fortunately (despite the mistakes) our inventory started showing up in the app faster than the quoted time.

I will update my review as soon as anything changes.

DO NOT USE WHATSOEVER. MY STOCK HAS BEEN LOST IN THEIR WAREHOUSE FOR MORE THAN 4 MONTHS AND THEY WON'T REFUND ME AND I CANT EVEN GET IT BACK.

CUSTOMER SUPPORT REPLIES ONCE EVERY 2-3 WEEKS IF YOU'RE LUCKY

DO NOT USE UNDER ANY CIRCUMSTANCE!