ShipwireReviews of shipwire.com

I wish I could give a separate rating for our onsite support person in New Lenox and set it at 5 stars, because she's absolutely great. Pretty much the only shining star in what's otherwise a pretty bleak operation. I seem to spend way too of my time managing Shipwire, trying to find workarounds for processes that should be simple, and worrying about what piece of software is going to break next. I get that mistakes will happen at a high volume warehouse and I'm actually kind of ok with that, but I have zero confidence in the platform, it's integration with our point of sale and it's integration with the warehouse management system. It also seems that there is very little movement rolling out new features that are needed to make the offering more robust. No tolerance for customization, slow support assistance (if they even understand the problem in the first place). Generally get the feeling that they are trying to squeeze every ounce of margin out of their customers while rolling back services wherever possible. Probably in need of rebidding out the business and renegotiating, which is too bad because there are certainly other things we could be doing with our time as a young business...

Inconsistent enforcement of standards for labeling and packing and constant issues with SKU relationships have made this partnership more work than reward. Additionally, prices seem to constantly rise and are not competitive when compared with other similar companies. We also rarely get reimbursed for errors and issues that seem to be the responsibility of Shipwire and result in lost inventory and unhappy customers. We have had several years of great service and low complexity use of Shipwire but issues have become more and more frequent and the cost is becoming untenable. I would love to salvage this partnership but am not optimistic at the moment.

Honestly, there are a lot of little issues with Shipwire, but there are two big sticking points that cause me to actively dissuade others from using this company for storage and fulfillment. Chief among them is the complete inability to directly communicate with warehouses. This goes hand-in-hand with the limitations of their online portal. There is no easy way to correct orders after they have been received by the warehouse. Additionally, going through Shipwire's customer care phone number is a frustrating affair, as they are generally unable to do anything that a Shipwire customer can't do via the web portal. This means that any processing orders in error (e.g. incorrect address or incorrect stock) cannot be corrected on the fly. You have to hope that customer care gets in touch with the warehouse in time to cancel the order and then you start from scratch. Attempting to get problems solved via email is an even worse affair, due to the long delays in response time and even simple things like customer care representatives addressing the member of my company who made the inquiry by the wrong name (thus leading anyone to believe that they aren't truly reading/comprehending the emails and the requests therein). Second, we've had multiple instances of the warehouse shipping incorrect SKUs out on accurately placed orders. This compounded by an inexplicably frustrating experience after they relocated inventory to a new warehouse -- we had $1000+ in merchandise go missing and unaccounted with no answers from Shipwire (after, via email, they stated all of our inventory was received). This went unresolved for weeks, amazingly. For a company whose sole purview is to store, manage, handle, and ship other companies' inventory, Shipwire is remarkably inept at handling basic on-the-fly requests (e.g. emergency hold of an order), ensuring the reliable storage of stock, and providing a level of customer care that inspires confidence. When using Shipwire, my company lacks the confidence to assure our customers that items will be delivered correctly.

Possibly the worst 3rd party shipping service out there, hands down. Support is somewhat helpful but not really. Disconnect between warehouse and contact . Thousands of dollars in lost sales as well as products. If your a small start up, do yourself a favor and absolutely do NOT sign up with them, you will fail.

My rating for Graham Haas is 5 star. After poor experience, I had a very positive experience working with Graham Haas at Shipwire's customer service. He held my hand through the entire order process and was extremely helpful. We, at Go Go Golosh tried to foresee any possible problems and did contact Shipwire ahead of time. I don't think that the initial instructions were clear or the website specific enough. We were not educated enough by Shipwire to get through their system. Shipwire didn't provide enough immediate support. You can not reach any of the customer service people directly by phone. You must leave a message on their system. Everyone must call you back. The automatic email replies were not necessarily correct or explicit. Until Graham, who actually takes care of the Philadelphia warehouse took it upon himself to take care of our order out of CA we were not getting anywhere. We felt completely lost in Shipwire's system. More important thing my customer was unhappy with Go Go Golosh. They could care less about Shipwire. It was my problem and you were making me look bad.

I chose Shipwire for my warehousing and fulfillment needs and seriously regret doing so. It is impossible to get customer service on a timely basis. You cannot call and get anyone on the phone to help you. You have to email them to let them know you have an issue or a question and then someone emails you back saying they got your email and will respond within 24 hours. Then they call you back and if they miss you on the phone, they don't leave a number that you can call back at and days and days can go by. As well, the shipping rates are ridiculously high. As a small business I get way better rates through UPS than what Shipwire offers. When I questioned them about it, they said that that's how they make their money and the value they offer clients is about having locations in different countries. There's making money, and then there's gouging. This is gouging. Also, there is no way to arrange to get your stuff back unless you pay their ridiculously high shipping rates to have it sent back to you. You cannot go to their warehouse and pick up your stuff. I do NOT recommend Shipwire.