ShipHeroReviews of shiphero.com

The support team is polite and helpful, and the quality of assistance is generally good. However, the response times are unreasonably long. It often takes several days, sometimes up to five, just to receive the first reply. For more complex issues, the entire process can stretch into several weeks without any updates on progress. Even smaller requests can take days or weeks to resolve, which makes the experience frustrating and inefficient. While I appreciate the professionalism of the support agents, the overall turnaround time is unacceptable and needs significant improvement.

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.

I've been with ShipHero for half a year now. On-boarding took a bit over a month, which was a bit ridiculous to be honest. Anyways.. Software is great, no doubt about that. Easy to set up and integrate onto your store (I'm using Shopify). UI and UX is clean overall. Unfortunately you're also paying $500 a month for the software. Support is slightly above average. They're definitely responsive, though in some cases, especially during peak season, tickets can take 2 weeks to receive a response. During off season, tickets take about 2 days to receive a response. The pricing definitely feels on the expensive side. I had an odd amount of missing packages with normal 3-5 day shipping. After switching over to expediated 2 day shipping, it was much better though your shipping costs are much higher. Note about peak season, it should be the best time to sell your products but it's absolutely THE WORST time at ShipHero. I had about about 1000 orders during the holidays and 50 or 5% of them never made it to my customers. I don't think I've ever been this stressed and lost sleep working with a company. Would I recommend them? Honestly no. Will I keep working with them? Unfortunately yes, as I have everything already set up with them. It's a love-hate relationship.

Shiphero customer support is an absolute trash. Literally every ticket that I open it takes them days to resolve it, even if the tickets are so simple. I had an urgent ticket that I was talking to some girl and she said she will check something and be right back with an answer. It has already been 4 days... I have so many examples like this. They used to be good, not anymore. Even the prices increased and they use some weird shipping companies just to cut on costs.

Communication has gotten better with getting back to email requests I send out, however, the response time is very slow even after copying the owner of 93brand on a lot of these emails.