ShipHeroReviews of shiphero.com

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.

No idea how ShipHero have so many good reviews. I suspect it was once a good company, but now, let me tell you, they're terrible. I've had non stop issues. Eventually I gave up and decided to leave and even then there were major issues with removing my inventory. The support team are useless. Just avoid.

This is an absolute train wreck. Support has 0 clue what is happening. Our support rep answers are always to check the community forums or submit a ticket to be passed up until someone can actually maybe do something about it...so what's the point of them existing except to tell me to get F*#*# as nice as possible and they can't help... For the about $3k/mo subscription the service is absolute trash.

Our shipments haven't been received in a timely manner, they haven't been shipped out to our customers in a timely manner and the communication has been terrible!!!!

[Updated] I have to downgrade my rating from 2 to 1 star now because I am still experiencing 3 days of late shipment within a week, and this is with me actively working with a manager who promised that they have taken the right steps to fix the problem. FYI the fulfillment window that I set for my sales channels is 2 business days, and ShipHero still misses this deadline. I think I am reasonable that I am NOT expecting a same-day delivery TAT. However, ShipHero is still not able to fulfill the one business day TAT they promised. If you are a business that strives to provide fast delivery to your customers, I will not recommend this because I cannot seem to have this issue resolved. They also do not ship by the oldest, ready-to-ship order first. So yes, you will still have some orders that ship out the same day, but what good does this do when there will be some orders that will ship late and these are the ones that will pull your platform performances down, causing you to lose Star Seller status or putting your account at risk of deactivation. --- I really wanted to leave a better review for ShipHero after using them for 3 months now, however, they keep putting my Amazon account at risk due to late shipments every Monday, I hope they can provide a more consistent shipping turnaround time. PROS: Excellent customer service, support questions get answered immediately during business hours. They make you feel like someone is there listening to you, however, this does not change the fact that I have to chase them down every Monday to make sure that my Amazon shipments will ship out of their door on Mondays. CONS: There's one Monday that Shiphero shipped only 2 out of all the 20+ orders that came in over the weekend. I gave them the benefit of the doubt that the shipments will be done but NO, it did not happen and this put my Amazon account at risk of deactivation due to late shipment. I continue to monitor this every Monday and still, only 1 or 2 orders will be randomly shipped in the day on Monday (not the oldest order first), and I will have to chase down their support team to make sure my shipments get shipped. I have been doing this for 4 consecutive weeks and I just don't have the confidence that this will not repeat as it has consistently reoccurred EVERY Monday. This service level is just not acceptable and it is not sustainable for my business to have my account be at risk for a strike on a weekly basis. I also have an ongoing inventory sync issue with my Amazon store that they just cannot resolve. Inventory from new shipments will not sync into my Amazon store and I have to manually update the inventory myself.

UPDATE 16 Dec 2021 I first rated ShipHero 5-star due to their outstanding customer support. But after 3-4 months of using them unfortunately I have to update this review. Their system is incredibly buggy. They ship with DHL Ecommerce which is a very incompetent carrier that not only ships incredibly slow but also generates invalid tracking numbers. Then ShipHero updated these invalid tracking numbers to my Amazon account and I got slapped a few times by Amazon with notifications of high invalid tracking rates and this put my account at risk. I then deactivated my ShipHero/Amazon connection and did it all manually. This is a very cumbersome process with ShipHero as they have no option to do it in their app. You have to download a csv file, fill it and upload it. After more than one month since I signaled this, they still haven't resolved the issue. In fact, it's worse. They provided invalid tracking numbers for 5 orders and now they barely answer. I keep asking them to provide me the correct tracking numbers and they just won't answer me and when they do, they tell me to hold as they are dealing with multiple clients, even though I contacted them a day before. My orders are now past the allowed processing time on Amazon, so again I will be slapped by Amazon for late shipments. One other big issue with ShipHero is the overcharges. I found multiple overcharges and have sent them a list more than 2 months ago. They said that their warehouse team will look into it and get back to me. Nobody reached back. And when they do refund you an overcharge, they don't have any way to track it. They'll just say that they'll refund you on your next invoice, but when I asked about a way to track these refunds, whether on the invoice or somehow else, they just said that there's no way to track them. So I'll just have to take their word for it. Another big con is that they are very expensive. I have one item that costs me $7.9 to ship with Amazon and almost $18 with ShipHero. When you're paying such expensive rates you also expect the best service. The only good thing about them is the Customer Support but only on offpeak season. When it's peak season, that fails too. FIRST REVIEW WHEN I STARTED WORKING WITH THEM: Best customer support ever. They're easy going and get things fixed. Others' customer support is just nice and polite but never really come up with real solutions. These guys make life easy by getting things done for you. More companies should learn from them

I had the worst possible experience with Shiphero. After my inventory worth $250,000 arrived in their warehouse, they claimed to find a bug in one of our products (from the 1000+ we had sent). This amount had my whole life savings and also credit from our reputable supplier. They threw all my inventory outside their warehouse and refused to accept delivery. My business launch was delayed by 2 months and I had to find another 3PL at the last minute. I also got all the products inspected and we did not find a single bug in any product. I still don't know why they did this. I requested, multiple times, just to investigate what happend. Most likely, a warehouse worker probably brought in some food to the warehouse and left it near our product to attract a bug there. The worst part was that they just treated it like it wasn't there problem anymore. Not great people to do business with.