ShipMonkReviews of shipmonk.com

I'd have given 0 star if it was possible. This is the worse 3PL we've have ever experienced in US. Their platform on the appearance looks fancy but lacks enhanced reporting that you'd need to control stock movements... and if you ask them they want to charge you a special project to develop custom reports that they should offer for free to all clients on the platform. Everything that you ask the standard answer is... we need to charge for a special project. Their fee system is not transparent and hides the real cost you will pay, it seems affordable on the paper but after a while you realise that they increase your storage costs because their minimum fee is linked to the storage costs. We were sending pallets (single SKU) and they were unpalletizing the goods when not needed and placing them in X-Large bins that cost much more (the pallet cost when we joined was $25 that is quite reasonable for LA) but if they decide to spread your stock as they want it just brings an increase of storage costs and consequentially minimum charges. Their support reps are terrible. During COVID they hired a bunch of teenagers to manage the support and when you open tickets you get responses after 1 week... if not more. Most of the time they don't even understand what's the issue because they have zero experience and you waste your time with them. In the last period we had to call them all the time to try to get something moving. The worse is their VP of customer experience, is terrible. I wrote her several emails during the last 6 months explaining that the situation was unsustainable and she never took the time to answer. To me these guys are just good with their fancy marketing and have got good sales folks. The moment you start working with them you realise from their bills and their service that you've done a big mistake. Run away from them!

Unethical Billing: 1. They charged me for 900 x-large bins when storage could've been consolidated to pallets. There were only 44 SKUs. Their response, "It's more convenient for our warehouse, we don't control whats done in the warehouse." 2. They charged 2.5x MORE than the agreed amount for unloading a container. They added $1.5 per carton unloaded, which was never agreed upon. When I asked why they said that unloading my cartons took longer than expected. My shoes are perfectly packed 10 to a carton. 3. They charge extra if you don't make an RMA in their system, yet there's no way to bulk create RMAs so you'll have to have someone make an RMA in Shipmonk for every single return if you don't want to be charged extra. 4. They charged me significantly more for returns than stated. My returns come in bulk and are easy to restock. 5. We had a simple issue with a batch that needed to be sent to a corrections company. What should've been a simple 'pack it up and give it to the trucker' took over 2 weeks and lots of back and forth. 6. Their automated replenishing system messed up and charged my account 3 extra times. I asked them to return the money and they said 'No, it would be too difficult' It's illegal the charge me outside of the agreed amount and then refuse to give my money back. 7. They will no longer restock my returned shoes after discovering that I'm moving to a different 3PL. I'm not asking them to do it for free, I'm willing to pay. They said no. This company will likely get lawsuits or criminal charges placed against them for unethical billing. I can confirm any of these statements with screenshots. I welcome them to challenge any of these claims.

Estrella Flores is just absolutely incredible - she turns things around, she makes things all nice. Not everything runs smoothly, but as soon as Estrella is on the case, i know that whatever is going on, she will get to the bottom of it. She goes the extra mile, she understands whats what in running a business. She is not afraid to take initiative and get the job done right. There have been times where she has even gone onto the floor to see what the heck is going on to work her magic. Can you clone her?? No wonder she is on Theresa's Steins team of Zen masters. As soon as i knew she was on my case, i knew things would get done right.... Its hard to move on, but we have a new partner and they have their own warehouse.... Sooo how do you clone her? how to do you bring others up to this Happiness Engineer's master Level??? thats something you need to figure out from the ware house to the call center.... and to the web interfacing software... Its been great working with Estrella and Theresa!

They are only interested in higher billing customers. They do not provide qualified support team in case of smaller customers. they do not have an escalation matrix. we have to deal only with their junior team even if they do not understand an ongoing issue. i sell plastic bags only. my products are sold in packs of 100 / 60. my SKUs have been updated accordingly on their website as well. in the past 12 months, atleast 10 times they have made the mistake of sending just ONE bag instead of the pack of 100. imagine the plight of my customer who would have paid 30-40$ and just get ONE bag instead of 100. they have a single email id system , to communicate with them. if different orders have the same kind of problem, one has to explain it from the beginning again

We work with seasonal products and expect an urgent delivery from our manufacturer in the USA. Unfortunately, he relied on Shipmonk. The logistics department there completely screwed up the process and instead of following the manufacturer's instructions, they sent some of the goods with incorrect delivery bills that are now stuck in customs. Completely screwed up. If there is an error, no one tries to clarify, they simply block the entire process and the goods remain lying. The manufacturer learns nothing, the customer does not. You have to be lucky enough to break through the poor communication by asking questions and somehow find a solution. Our loss is immense because the goods are not there and it does not even look like Shipmonk is aware of its mistakes and would stand up for it. The only decent solution would be to send the goods immediately by express and to bear the additional costs for this service... I will update this review when I find out how Shipmonk is behaving now, informed about the series of mishaps. Currently, however, one must clearly say that what we are experiencing here is absolutely embarrassing for a company that specializes in logistics. Update: I have sent you all the data you need to sort this out. If something happens that changes the situation, this review as well will change to the better as we accept mistakes happen, but we don't accept they won't be solved fast.

I work for small startup and Shipmonk's disorganization is killing our business. Our setup has been dragged out, with a total lack of response to our emails and many unreturned calls. We haven't been able to ship customer orders for over a month. They cancelled our training call and have not rescheduled. DO NOT USE IF YOU ARE A STARTUP and can't afford to lose sales.

Just connected my online store and sent my first batch of inventory to Shipmonk. Everything was smooth and onboarding was a breeze. Will update later to reflect my complete order fulfillment experience with them. So far, the self service training and modules were pretty standard- the main trainings are nice however some side articles and topics are outdated and havent been updated to reflect their current version. Some areas such as returns are completely left out entirely for you to navigate. As a fairly tech savvy individual I would score overall ease of use a 75-80% (out of 100). Interface is nice, alot cleaner than Amazon FBA but their instructional guides are less detailed. What really stood out to me though was the customer service component. Chris Acevedo from the Onboarding team was the most helpful individual throughout my whole experience. It is refreshing to have a customer service member not only care about the issues you are facing, but take a step further to see to it that you and your businesses' needs are addressed. Chris personally advocated on our behalf to Shipmonks Returns Team to fully integrate our custom returns process with their system. He also helped us out EVERY step of the way with onboarding, answering all of our questions and personally navigating us through the process and pain points we stumbled on. I can say the genuine care, personal level of detail, and friendly assistance he provided is one of the main reasons I would recommend Shipmonk to anyone. Just like the old adage; you cant buy trust. Trust is earned over time. And due to Chris and Shipmonk's stellar support, this is the main reason why I choose to trust them with my business. Thanks Shipmonk Team!

I am looking forward to never having to work with this disaster of a business again. We have issues with them on a weekly basis and their support is almost nonexistent. We have been assigned new account managers several times over the past few months. Their billing is almost always incorrect, they love to charge for made up expenses and then not be able to provide sufficient justification for them. It seems that they have just grown way too quickly without proper infrastructure. I would not recommend working with them. They are many other reliable fulfillment centerers in the US where you have real customer support and boots on the ground.