ShipMonkReviews of shipmonk.com

Nowadays, the world is automating like crazy and it’s common to have robotic or scripted interactions with companies. Not Shipmonk. You get a personalized experience with reliable folks that are just a phone call, live chat, or email away. Avi Raz made our transition as painless as possible and was there for every question we had, no matter how big or small. He has a creative problem-solving mind and he’ll go out of his way to do something right, with a smile on his face the whole time. You can’t find that kind of care and commitment just anywhere. Great people, great service, thanks Shipmonk!

We have worked ShipMonk for several years. We are a start up and understand the many challenges that growing businesses go through. So, when ShipMonk faces these challenges, we have been forgiving. For example, two years ago, a ShipMonk selected shipping partner lost dozens of our orders. We had to deal the customer service issues and received little if any compensation from ShipMonk. We forgave and moved on. ShipMonk was in a growth stage and we understood. Recently, we came across a situation with ShipMonk which is without precedent. We receive a monthly invoice that shows that cost of storage. It is nearly impossible to understand or audit this invoice since the SKUs that are being charged for are not on the spreadsheet. It indicates quantity, unit price and size of storage. After inquiring about having more visibility about the billing process, we were told that they could not provide the information. They said that billing is systematically driven and that there is not the opportunity for human error. A very unsettling statement from a company that provides unclear billing information. "Trust us" After working with ShipMonk for several years, we have seen errors from miscounting of inventory, inventory being lost at the fulfillment center, and the lack of customer support when these things happen. They are far from perfect and error free. So when we are told that they system is free from human error, it cannot be believed. It is a ridiculous statement and surprising from any company. In the case of billing, clarity should be one of the top priorities not an after thought. What is even worse, is when a mistake happens, ShipMonk puts the blame on the customer or its shipping partners and takes zero responsibility. It is hard to remember when ShipMonk has taken any responsibility for its actions. You can give people nice names like "happiness engineers" but that simply covers up the reality. I think they should go back to "Customer Service Representative" to remind ShipMonk that the Customer should be front and center. The ShipMonk culture is clear. The customer is an afterthought. In addition, when you want to resolve an issue, forget about it. The company hides from its customers. No one has direct numbers or email addresses. Resolving any issue with ShipMonk takes weeks, constant persistence and will take a lot of your time. In choosing a fulfillment partner, I would not make this choice again.

We've been working with ShipMonk for many years and while they are a good company, our latest Happiness Engineer Antonio is hands down THE BEST! above and beyond when it comes to account management and customer service.

When I go to Dictionary.com and look up Best Happiness Engineer Ever, a picture of Bryan Pineda pops up. I am excited to have a shipping problem or inquiry, just so I can speak to Bryan. Sometimes someone else solves my issue or I make one up, just so I can speak to Bryan. It seems like he is telepathic, telekinetic, and pyrokinetic, because he knows my issue before I tell him, he is already solving it, and he is Fired up to help.

Once we were assigned a dedicated account specialist, things are running smoothly. We work with a facility that was just acquired from Shipmonk, so we expect to be getting better and better service.

I'd like to share our experience with ShipMonk's services because we've seen some successes in our collaboration with them. This year, we partnered with them for Section 321 import and fulfillment services to help us manage and reduce inventory import duty and tariff costs. Solid savings so far. Our products are manufactured overseas and imported to North American for sale. We're about 6 months in at this point, and they've been a pretty good partner for us. The Shipmonk team has the right attitude, is responsive, and the fulfillment services are great. We import into San Diego, store in Mexico, and then ship orders into the USA duty free. For Section 321 imports, their services plugin directly from their Mexican fulfillment center, and then that patches directly into their inventory and order management systems platform. So at any point, we can get a pretty clear view of what's going on in our fulfillment ops. All of this has been crucial for us in reducing shipping times and import costs this year. Beyond that, customer deliveries have been reliable and efficient. The onboarding was 1:1 with a dedicated rep and covered most of our questions. We've had a few support tickets in to them since, and the "Happiness Engineers" have been fairly quick and professional. Two thumbs up!

Although there is some work involved to get up and running, ShipMonk has been great from the start of the process and has always answered my questions and helped me when I got stuck. David, my onboarding person, was very helpful and checked in with me frequently to make sure I got the support I needed. When he wasn't available others were, and I never felt stuck for long. Thanks!

The customer support service, specially Jai Gilliam has been very detailed and helpful throughout the whole shipment process!