ShipHeroReviews of shiphero.com

Desde el comienzo cuando nos contactamos con Bela recibimos su ayuda en cada paso que tuvimos que dar, hasta alcanzar el objetivo de cargar el shipping plan. Muy atenta y clara en sus explicaciones, fue de gran ayuda para nosotros, coordinamos reuniones y pudo resolver cada una de nuestra inquietudes.

Love this company and they representatives! Especially Bel.

I have been a Shiphero customer for a little over two years. Their customer service was great. I've even previously written reviews commending them on their service. Especially one of their main reps Bel. Then in Dec '21, something changed. I don't know if it's because they switched over to the Zendesk platform for support tickets or hired a bunch of new folks but the service is absolutely abysmal. The common phrase that everyone uses now is 'we're going to check with the warehouse and get back to you.' Except they never do. You have to hound them constantly for updates. The PA wearhouse constantly 'misplaces' packages and then blames the delivery carrier. If 10 different packages, all shipped from different locations and at different times, all with tracking numbers that confirm delivery, how can you really blame the carrier. There seems to be a lack of accountability anywhere. You all need to get it together, seriously. 1) improve response times to open tickets. There shouldn't be any open tickets without a response/update from support older than 4 days. 2) establish better communication and supervision of the warehouses. It's like the right hand doesn't know what the left hand is doing. You are running more like a software platform than an actual fulfillment company. If you don't know what's actually happening to products being sent to and from the warehouses you're affiliated with then what good are you? 3) do better. At this point I want to send all my inventory to Shipbob but I can't even get y'all to respond to any of the tickets that are already open! At this point I'd probably get things done faster by travelling to PA myself and taking it out the warehouse. This process seems like it would be faster than getting your support team to respond. Hell, I don't even know why I bothered writing this review because just like your support tickets, you're not going to read this either.

I was working with Shiphero already 4 months and am very satisfied with the customer support level provided by them. Special thanks to Jo and Bel for always in-time assistance and willingness to help in all.

Kelsey has been AMAZING! She is beyond helpful and so kind. She never seems put out to help and gets things done very quickly. I wish I could work with her ALL the time, she is the best.

Perfect choice, great service

The customer success team is really great and always helpful.

Bel has always been prompt and very helpful with all the issues I've raised. Thanks for the great service!