DeliverrReviews of deliverr.com

The vast majority of our shipments go out without incident, and when we've had an issue customer service is excellent - very responsive and gets the problem resolved promptly. Thanks Pamela!

I had a great experience with Henry because my inquiry was only related to tracking whether an item returned to sender had been received back at Deliverr however the rep went the extra step to help resolve my claim dispute and provide a credit for us right on the spot. So helpful!

Fast and professional as usual

We were tying to find out the BBD of a specific SKU after we received a report that customers are receiving close to expiry products. I appreciate how Henry laid out his resolution for me step-by-step. They were not overwhelming at all.

We've been a Deliverr customer for over a year now. We moved to them for 3PL services for our website fulfilment. All went well to begin with, they had nice systems and integrations. They weren't the cheapest, but the overall systems and service were good. Then things started to go wrong. They stared charging long term storage fees at a truly eye watering rate. I understand they’re not a long term storage facility but these charges were truly gouging. Several months later they sent us an email telling us they were going to credit these charges back to us and that their LTSF price had been changed from a per unit minimum of 0.15c to 0.005c (bit of a difference!). Then in November they billed us $9,334.74 for services that they should have billed at $2,250 for and we are still trying to get credit notes correctly applied to this invoice 2 months later. Let’s just say their credit note system does not meet good accounting practice. That long term storage fee credit I mentioned above, they decided to apply it to this incorrect invoice and then took the balance out of our bank account automatically – all while we were in active discussions with them about this overcharge. In the last two weeks all the inventory we have in their Reserve Storage warehouses has disappeared from the system. We can't restock our other channels; we can't raise any outbound shipments. We have 32,000 units of inventory that has just GONE. Our logistics manager has spent hours chatting, raising tickets, calling and we still have no resolution and no pathway to resolution. I stepped in today to try and escalate it and I got told that "the inventory team is finalizing the next steps". Not really comforting after two weeks. We think it is to do with automating their Reserve Storage inventory management, but no one can tell us if this is correct. We’re just scrambling around in the dark. The thing with Deliverr is you get a very siloed and structured support system where they raise a ticket, and they think the job is done. It will often get “handed off” to the team specialising in this area but moving the problem is not solving the problem and you the customer have no escalation pathway. The only way you can track your tickets is through your email - you can't log in anywhere to see the history and status of your tickets. The tickets also have auto responders so every time you update them, they send you another email confirming that they have received your request and that someone will get back to you shortly. Your email inbox quickly becomes a self-replicating army of Mr Smith Deliverr email tickets that are impossible to navigate and track. Accountability is lacking in this business. Finding a human who will take ownership is like finding a unicorn. I’ve literally been on a chat with a first line “merchant enablement” person for the last hour or so trying to request a meeting with someone to tell me where our 32,000 units of inventory has gone. They told me they actually cannot call phone numbers directly and have promised me a google meet with a supervisor when they can find one. This is the experience we’ve had in recent months across three issues, long term storage fees, over billing and inventory mismanagement. We work with five other 3PL companies around the world. We know that issues happen. How they are resolved is a measure of the quality of the company you’re dealing with. All of these issues could have been resolved smoothly if their support teams were more empowered to resolve issues, if they have escalation paths that work, and their support systems were more customer friendly. I shouldn’t have to sit on a chat and refuse to go away to get these issues resolved. Update 27 Jan 2023 - I did get to meet online yesterday with someone in the inventory team and the reason our inventory has been missing for two weeks is because it is being moved to a new warehouse and there has been a delay. I have asked for details of the new facility as our insurance cover is invalidated if we don't add this to our policy. I think Deliverr should have told all the impacted clients that the bulk warehouse is being closed and the inventory is being moved and provide details in advance so customers can update their insurance cover. Update 3 February 2023 Still no solution on the billing and credit note mess. Jumped on a call today with a guy who had promised me in late Dec he would "do everything possible to win your trust back" and would "personally audit every Reserve Storage charge on your invoice for January" - turns out he hasn't done anything and that detailed email I sent him Jan 5th - he just needs a minute to read it and see what can be done and it looks like he needs to get input from - you guessed it - the correct team - to get this solved.

I was impressed with the quick and reliable customer service I received. The representative was extremely helpful and guided me through my issue, ultimately finding a solution. I highly recommend this service for anyone in need of assistance.

Juddy understood my question (unlike amazon seller help) and was able to fix it (unlike amazon seller help)

Henry was amazing! He got it done super fast! He was very kind and helpful! We have been using Deliverr for a while and they are great!