Atomix LogisticsReviews of atomixlogistics.com

I am the owner of a small skincare brand, 2 SKUs. I interviewed several 3PLs because I needed batch management, and my old 3PL - a large outfit - does not yet offer FEFO. I went with Atomix because of the reviews, and because it seemed to offer both flexibility as well as the ability to scale, even though its pricing is premium compared to some of the other companies I spoke to. Unfortunately, Atomix did not deliver. There were three major issues and a host of smaller ones. 1) Somehow, all major carriers with the exception of UPS do not have reliable service in the Milwaukee area. We cycled through USPS, DHL, and Fedex. There were lost packages, packages where the tracking did not appear for days on end, delayed packages, so customers were emailing our customer service pretty much every 2 or 3 days, at a rate I did not see with my old 3PL. We eventually had to shift to UPS because it was the only reliable service, and I needed to provide my customers with a good experience. Note that the pricing quoted during the pitch is USPS prices, so once you switch to UPS Ground, your shipping costs go up >2-3x the quoted shipping cost to approximately $12-$18 for a 4 ounce package with dimensions ~5x5x6 (and up to $80 for Hawaii). Of course, you can not switch and stick with USPS, but that means dealing with lost items and lost tracking ALL the time. 2) It did not have the technology / platform to automate most things, so a lot of things were still pretty manual and human-dependent. Atomix did not have enough staff to sufficiently and competently deliver on the more customized service it promised (and appear to charge for). Towards the end, I got a customer service rep who was great, but she isn't a system. She's just a human being, and she could not make up for the general lack of bodies. For example, whenever any of the key staff gets sick, things fall apart for a few days. They also don't have a customer service ticketing system, so requests (especially pre-this particular rep) often were lost, requiring following-up on your part. And due to the manual aspect of their system, they could not keep track of inventory - leading to inventory levels dropping from >100 units to 0, which obviously created problems for me as I was under the impression I still had stock. 3) International shipping gets lost A LOT, and neither Atomix or the carrier they use tried to figure out what was going on. Atomix insisted they shipped out the packages, and the carrier insisted they didn't receive them at their facility... With Atomix, I've experienced difficulties on an almost weekly basis - shipping being mapped to the wrong options, duplicate orders being sent out on a regular basis (which sucks because repeat customers no longer have to refill as quickly), pricing being 2x what was quoted because they forgot to sign me up for an international shipping service on their end, systematic lost packages, double charging on the bill, tracking issues, surprise charges that aren't in the contract. Though they've corrected some of these issues, it means that I take time out of my business to focus on logistics and comb through the invoice. If I hadn't worked with my old 3PL in the past, I might have thought this was par-for-course for a 3PL, but I had. Yes, you get an anonymous customer service rep at my 3PL instead of a person you know, but you don't really need to chat with that anonymous rep, because their systems catch most errors or provide relatively simple remedies. Whereas you constantly have to reach out to your Atomix rep because something had gone wrong. I've since gone back to my old 3PL, but I wanted to leave this review because I think it's important to let other small business owners know. Good idea, bad execution.