The K.
Extremely Disappointed – Repeated Failures and Zero Accountability
We’ve been using ShipStation for months and I’ve given this platform more chances than I should have. I was set up with an account representative who has since canceled multiple scheduled meetings. Despite trying again and again to connect with someone for a real, human conversation, I’m constantly redirected to chatbots or vague support threads that don’t address the root of our issues. We’ve been repeatedly given instructions that have directly hurt our company’s reputation — most notably with incorrect shipping and fulfillment practices that result in our customers being charged double for duties and taxes. These aren’t small mistakes — they’ve caused real damage. One of the most frustrating experiences was being told by a rep that ShipStation is automatically notified of every fulfilled order in Shopify. This turned out to be completely false, and led to duplicate labels being printed for orders that were already fulfilled. This error alone cost my client over $15,000 in unnecessary shipping charges. All of this while our monthly shipping fees through the platform exceed $16,000. It’s beyond frustrating to invest so much in a system that has failed us so repeatedly — not just on a technical level, but in terms of basic customer support and accountability. ShipStation needs to seriously reconsider how it supports its business clients — especially those dealing with high volumes and international shipping. Until then, I’d advise others to think twice before relying on this service for critical fulfillment operations.
Response from ShipStationApr 21, 2025
Thank you for taking the time to share your experience. We're deeply sorry to hear about the challenges you’ve faced, and we understand how incredibly frustrating this must be—especially when your business and reputation are impacted. While we’re unable to locate your account with the information provided here, we want to assure you that this isn’t the kind of experience we strive to deliver, especially for high-volume merchants like yourself. Your concerns are valid, and we hear you—both in terms of the technical issues and the difficulties you’ve encountered trying to connect with someone who can truly help. We’re going to request your contact information through Trustpilot so we can reach out directly and ensure you get the focused, one-on-one support you deserve. Our goal is to work closely with you to understand exactly what went wrong, clarify any misunderstandings, and come to a resolution that restores your trust in the platform. Thank you again for your candid feedback—it’s vital to helping us improve. - Hunter