Spocket: USA & EU Dropshipping

UPDATE: Their response to this review is FAKE, they contacted me, put it in writing that I would be refunded and then they ghosted me! NO Refund STILL (5/9/23). PLEASE TAKE MY ADVICE AND WATCH YOURSELF WITH THIS COMPANY. check out their BBB reviews also, I am not alone in this situation.

Once again, I trusted this company after they reached out to me to "make things right" and offering me several months of free service and now they have turned around and charged my account almost $700 for a renewal that I NEVER agreed to! I worked with upper management previously due to SO many ongoing issues including order delays, wrong items being sent to my customers and now for the 2nd or 3rd time my account being charged without MY authorization! I have documentation that I requested auto renew to be turned off when free months of service was offered to me BY THEIR UPPER MANAGEMENT TEAM! MAJOR Issues with this company, after 3 years with them I recommend you STAY AWAY!!!!!!!! I WILL KEEP TAKING THIS UP THE CHAIN UNTIL MY CARD IS REFUNDED.

UPDATE: John gave me a call and said: "I saw your review and I MIGHT be able to give you your $99 back if you remove your review you left us."

MIGHT!?

My review I left on May 16th:
Can I give negative stars!? Horrible service. They take WEEKS to help you. By the time they help you, you've already lost out of sales. Going with another app.

Every company's greatest assets are its customers. You would expect even the starter package would give you access to support, after all, more than 30% of clients choose to invest instantly after chatting live with a support agent, who helps them decide if your service is really what they need. Spocket limits chat support to pro and empire users which is why we had to give this a one star. The supplier discloses a 3-5 days processing time and the order fails to even be updated to "delayed" after this time limit expires. Mind you the order still remains as paid with no information on when this is expected to be fulfilled to this day.

Additionally, if you wish to bulk delete all products at once, you do not have this option in-app in an event you wish to terminate your partnership.

We are willing to work with Spocket after we see these changes implemented. In order to protect our customer's interest, our relationship with Spocket will seize until further notice.

They are refusing to cancel my subscription and stop charging me until I submit feedback and tell them more about why I want to cancel. Extremely predatory and unethical. If a customer tells you that they want to cancel their subscription, you cancel it - period. You don't hold their credit card information hostage until you get something in return.

Based on my professional experience, I cannot recommend using Spocket. Despite paying $698 for the subscription, I found that many of the suppliers I used on the app were not compliant with their processing or shipping times. Some claimed to be based in the US but were not, and reaching out to support was often unhelpful. While the support team was friendly, they could only message the supplier and wait for a reply, which could take up to 48 hours. This meant that orders were often late, and I had to deal with frustrated customers demanding their tracking numbers. I was also frustrated by the lack of direct access support had to contact the supplier. Every week, I have to reach out for help because an order hasn't shipped on time, and even the chat feature they promoted as a benefit was often unresponsive. Additionally, there was no option to confirm if an item was in stock before paying the supplier, and once you pay for an order, you're stuck with it for weeks without the option to cancel. As a small business owner, I find this lack of control over a large number of suppliers to be unacceptable and detrimental to retaining new and existing customers.

I wouldn't recommend this app. Gave them a chance working with them over a year and the experience has not been good. The customer reps treat sellers as if we are not customers and pay a service fee as well as the purchase of

VERY UNRELIABLE! I have had to cancel several of my orders due to no inventory to Fullfill the orders, yet the inventory shows there is product. All they can say is: we will investigate but keeps happening!! How are you supposed to put your name on their products If they can't Fullfill? Save yourself money and find a more reliable drop shipper. I should of cancel the first time it happened but gave them the chance and never delivered as drop shipper.

Update Review posted 1/22/2019

1) I still have not received a refund (as was communicated to me on one order - although they have since terminated that specific vendor from their system for not meeting Spocket's guidelines)
2) I still have not received an RMA for the 2nd order

At least I took care of my two clients with a refund on my side. Very disappointed that Spocket never followed through.

Original Review posted 1/9/2019
The concept is great . . . allows sellers to add products that align with their customers without investing any money in inventory.

Although small, Spocket has some decent products that i added to my site and drop shipping is from the US.

Integration went smoothly and process to place orders went well.

For all of these things, Spocket would have earned 4.5 stars from me. Would Have.

Where Spocket falls short is customer service. Over the holidays i had three orders of their products. I've had issues with two - 66%

The first issue is i ordered a product and waited for the shipping confirmation and it never came. I reached out to Spocket and for the first couple of emails through their support page, no response. However, separately i received emails from their sales team wanting me to upgrade to their pro version. I took that time voice the need for Vendor Contact information (which they don't provide) or a tracking code.

The second issue is i ordered a product and my client said the sizes ran small. I wanted an RMA and to know if the other size was available. Again, i used my opportunity through the sales team (because the support emails were not getting a response) and no vendor information is available.

They eventually offered a refund and an RMA, however, neither has come through. After two additional emails through the only channel that was responding, I have heard nothing.

I am now not sure if the first product was ever delivered. And my client for the 2nd order is still waiting for the RMA. So that I can perform a better customer experience for my clients, I am refunding both of their money today.

for those of you with no problems, i am happy for you. However my experience is not the same.

I have used Spocket for the last 2 years, and at first their team was great at finding solutions. Very helpful, as well as respectful, and understanding. However, this last annual membership has not even come close to the rating I first submitted thus, the update. These past several months have just been horrible. Not any real resolutions, and the search product is showing a rather limited supply of anything although "Adult" Content is Everywhere! No matter what the search term is (it is just disgusting, sorry but be for real- have an ex-rated area for those who are into that!). Many of the supplier's do not uphold their responsibilities, to which they cancel orders more often than is beneficial to anyone. You can expect to pay Spockets annual membership, plus their fee on every order, the suppliers cost, and required shipping fee (plus, the cost of products make it nearly impossible to add any profit margin - no joke!). Shopify has fee's, and PayPal as well. Every one seems to have a Win but the Merchant! THE MOST ALARMING FIND (that I surely hope you never come across) is with the Pro, and Empire Membership FOR YOUR BRAND - WILL NOT BE INCLUDED IN THE TRANSACTIONS SENT TO YOUR OWN CUSTOMERS! THAT IS RIGHT! I placed several orders from my own store, and sure enough the supplier sends their name, and address on the box as well as the slip inside the order. (NOT that they fulfilled the order, No where could a slip with my STORE LOGO be found! Just this unethical business (standard) practice within Spocket points to the very first deceptive measure they claim is included in the membership! I have discovered that all of my customer's experienced this same identical thing! I paid for the Empire Membership annually, October 2022 upon discovering this I felt these unethical business practices were cause enough to cancell my membership. Months, and months later this is what the correspondence looks like:

Hi Nia,
Michael here, senior customer success manager stepping in for my colleague Earl as he escalated this to me. I checked your account (heavenah-organics.myshopify.com), and it was subscribed under an Empire Annual subscription last October 12, 2022. You have also successfully scheduled the cancelation of your account by the end of the paid period (October 12, 2023) last June 9, 2023. Unfortunately, it is already passed our 180 refund processing period, and we are unable to process the refund. I can extend your subscription for 3-4 months if you still want to continue the service as a courtesy for the experience caused by these.
Again we're truly sorry for the experience caused by these but let me know if you wish to grab the 3-4 months extension. For more information on Spocket’s Fees & Payment Terms.
Regards,
Michael from Spocket
(My response):
Greetings Michael,
Thank you for responding to give me an update. I understand your examination of this issue extends from the date of purchase unto the timeframe that I cancelled my membership however, this inquiry started way before I cancelled. The reason I cancelled is due to these extenuating circumstances. I had gotten Andi (from Shopify) involved because the Spocket team was handing me off to eachother, and not escalating this further back in March 2023. Let's just look at this from a different perspective: What would you say if you decided to put in an order from your own store to receive the items from the supplier without finding your Logo included in this transaction? I paid for the best membership Spocket offer's in "advance" to which this was not suppose to happen. Sure it would be fine for the supplier to put in a "fulfilled by" receipt but this was not the case. Take a look at all of my order's, you will find that None of the suppliers sent my customer's my logo within their order or on the box for that matter. How would you feel say, you ordered from Amazon, and this box arrives from some "other" supplier? You have no idea what this package is, or who sent it, that is what happened to me with order's from my own store (more importantly~ my customers)... This is unethical business practice. And something that I paid (in advance) for that is within the contract of my annual membership (that is NOT suppose to happen) although, over, and over again this took place. This is not just a one time thing sir! The past 2 years I have been in business with Spocket this has been taking place. It is not okay. Would you want to continue to do business with a company that is doing this to you? My store has been closed (on pause) because of this very serious issue.
Regards,
Nia, HeavenAh Organics
I may not be able to open my store again. I do not recommend this company to supply your dropshipping needs. Please Save Yourself heartache, and disappointment. This company does not care about anything else except for the money! And the Better Business Bureau will have this company on their roster as soon as I file with them. No matter if I do not get at the least half the membership fee back other people need to know how this company works... Good luck Everyone who takes a chance on this company.

How do i put this? this app have great customer support, amazing people that will work with you.
But, why in the world would you have so many unreliable suppliers, that lie about processing time, shipping time and bogus so called shipping partners just to buy time, because they are drop shippers themselves and not manufacturers. you advertise shipping from the us and short processing time make sure you own up to it. worst of all is that you can't Rate suppliers but yet they call them premium, based on who? we own a large amount of store and will stay an other quarter, if this change i will change my ratings if not that's a lot of our shops cancelling.
now you have to pay to message suppliers.