ShipHeroReviews of shiphero.com

Sole was very helpful when I had a question about fulfilling a partial order. She sent me a screenshot that was very helpful. I learned something new and it will help so much in the future! Thanks!

Bela G. was very helpful and really on top of all our onboarding needs. If we did not respond to her within a given time period, she followed-up with us. The onboarding was a pleasant experience. We have been using Shiphero for a short time with these new needs and everything is going smoothly. We have also used them for close to two years for other services and I can say that we have not experienced any issues.

The customer service at ShipHero seems to just get worse and worse. I've provided feedback but simply put, tickets are taking way too long to be resolved. If someone has a question about a basic functionality then Tier 1 is pretty good at tackling that quickly. The issue is that the second it is anything beyond that or a bug in the system, we're looking at weeks, months, and I literally had a ticket that was a year old that just got responded to. Having your own warehouses, you should know that a bug can bring everything to a complete halt. There just doesn't seem to be a proper QA process in place before code deployments and many times when new features are released, no one knows anything about it. I know there will always be little bugs and glitches from time to time, that's software, but I'd say we report bugs every other day. For those tickets to take 2+ weeks for a resolution (only after I rummage through my email to try and get another ShipHero email contact) is just unacceptable. With that being said, once I did finally get in touch with someone to get this escalated we got the type of service and promptness that we would expect.

Christian was absolutely wonderful! He offered to call me when we were having some syncing issues which has never happened in all the time we have put in support tickets. He also went above and beyond to help me upload a file that I was having issues with that was on a tight time restraint. We are still having some issues with the product upload not working consistently and some other small issues with tags and other info. It would be so helpful to have a customer service phone number or a way to request a Google meet.

I have been with shiphero for for 3-4 years now and things have just been super bumpy as of late. The later half of 2022 their support went away, shipping times rockets to weeks. I still have to hawkishly monitor packages that still can take 10 days to ship out. If i am using them as a service shouldn't they monitor packages having now gone out in 10 days? This seems super basic. Not only that they have hidden pricing, they advertise no hidden fees but buckle up there are. They add surcharges for fuel and destination. I have asked them is there a predictable way to calculate shipping and the flat answer is "no". I have had items that weigh 1 pound be charged for 2 pounds. How in the world is there another pound added? Finally what might be the last straw, they are now charging a $500 a month tech fee for using their platform which is incredibly slow and performs terribly when searching for anything on their platform. Please do not use shiphero it will only be a constant headache when you should be running your business. It really is sad that I am going to leave but it is for the best. One thing I would like to add, is that all of these positive reviews they position to customers after a customer support person helped them with their problem and ask them to be reviewed there. They do not ask to be reviewed after every case. So all of these reports are really not representative of the service shiphero really provides

Well what can i say Ricardo went above and beyond to help me and get the problem corrected. very friendly and experience.

Paula Ferrari resolve my inquiry very quick. She's a very outstanding customer support.

Prompt and consistent service