ShipHero Reviews 609

We were dreading the whole "switch to a new 3PL" process and our time-line was quite accelerated. Honestly, we thought it was going to be a nightmare (as those projects tend to be). We're very happy to be wrong on that count! The onboarding team was fantastic and walked us through everything step-by-step. Our onboarding rep was quick to respond to questions with thorough information and solutions.
We also love that their portal is very intuitive and easy to navigate, so training our CS reps was very quick and easy, and we love that it gives us so much more control over the fulfillment process. Top marks from us!

Clara in the special projects department is incredible! She treated my projects as her own. I highly recommend working with her!

Sole Isla was very helpful in resolving my problem. The only reason I’m not giving this 5 stars is that the person who originally fielded my problem, spent 1 week communicating with the warehouse about my missing inventory.

What its like working with ShipHero. -> Imagine being stress out about shipping tons of orders everyday > hiring an employee for help -> their rates are low, onboarding is easy -> sales agent are somewhat nice -> you sign up.

As soon as they start shipping orders -> everything changes -> now the only contact you have with someone at the company is via email and also they live in South America -> absolutely nothing ships out on time -> and they literally do the opposite of everything single thing you tell them to do -> your customers start to notice the drastic change -> your business is impacted in a negative way ->and you almost lose everything that you've worked so hard to build -> that's what it's like working with ShipHero.

Reasons Why NOT to hire ShipHero:

Reason #1
Black Friday orders shipped out 4 weeks after orders were placed. Basically, Black Friday orders didn't ship until the day before Christmas.

Reason #2
You don't have a dedicated account rep if something goes wrong. There's no one you can directly speak with. Only customer service reps who are stationed in South America and don't have feet on the ground at the actual warehouse.

Reason #3
You are solely responsible for lost items, items not delivered, items stolen, items that get lost in transit leaving SH, when SH makes errors in shipping, no scans ect.

If your item ships - and it it not delivered to your customer - YOU have to pay this - there is no filling a claim or SH reimbursing you.

Reason #5
SH makes it basically impossible to remove your inventory from their warehouses. Mostly due their policy of, "load balancing". Basically, SH forces your inventory to be shipped to several other warehouse. This could potential increase the chances for lost inventory and it can also cause delays in shipping. You have NO option to opt. out of this. Also, they don't mention this in the initial onboarding call.

How Load balancing negatively effects your brand/ business:

So, basically SH forces you to allocated your inventory to multiple warehouse all over the US which forces them to ship orders from different warehouses. Its all good until SH takes it upon themselves to, "SPLIT SHIP" your orders. Meaning customers will place 1 order, but receive 5 different shipments from the warehouse at different times through out the month - which leave a very confusing shopping experience for the customer. Some customers feel like they are being scammed, some feel like you forgot to ship the rest of their order. SH takes it upon themselves to make this decision for your brand - you don't realize that it's happening until tons of customers are emailing you their concerns.

If you refuse to load balance and only keep your inventory at 1 warehouse location - they will up charge you 5% per order.

Reason #7

It's impossible to remove inventory once they've shipped all your inventory all over the US.

I've been trying to remove my inventory from SH for about 1 month now, and I'm constantly going back and forth with CS reps and getting no where. Today is March 1st, and SH has yet to release my inventory.

Inventory Update:

After 3 weeks of going back and forth with CS via email ( literally like 100 emails ) - SH has informed me the that have in fact mistakenly thrown part of my inventory in their dumpster, smh - I can't make this stuff up.

So anyways, above is a small preview of what to expect when you hire ShipHero.

Thanks for all the help, Belen. You rock!

Five Stars for Luis who really helped us with a sync issue. He followed up the situation, kept us informed and finally solved it (it was a hard one). We really appreciate your work and attention. Thanks

Great customer service! Support resolved issues instantaneously!

Five hundred stars for Nicolas!
👏🏽👏🏽👏🏽👏🏽👏🏽
Absolutely amazing service! Nicolas assisted with an issue that needed to be escalated, kept me updated along the way, and was super transparent.
It’s rare that I run across anyone who is this attentive and professional. Outstanding service Nicolas!!

As always, Nicholas is very eager to help! I appreciate the promptness.

The reason I am leaving a 5 star review is due to the incredible helpfulness of support agent Emilio who has been there with us to help resolve some of the most egregious fulfillment issues (some detailed below). His customer care is very prompt, friendly, and he works to resolve issues truly end-to-end.

My overall experience with ShipHero has been varied. While they are good at fulfilling domestic orders in a timely manner, there were hiccups when it came to their international partner. There was also quality control for special items like handling artwork, gift packaging, etc. I wasn't told when a special project was needed to ensure those items would survive the packing stage without damage. And so I found out the hard way from customers, which is a bad look.

I just had the most awesome onboarding experience with ShipHero, and I simply had to share it! I have to give a shoutout to Silvana, my onboarding specialist, who was absolutely fantastic throughout the entire process.

Silvana was incredibly knowledgeable, helpful, and patient with me, and she had all the answers to my questions. Thanks to her, my onboarding experience was smooth, successful, and absolutely amazing. I can't thank her enough for all her hard work and dedication!

Gery Fregonese was very helpful and responsive and I even appreciated that I received a follow up confirmation. I appreciate the great customer service from Gery.

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.

Really great experience of onboarding. Complex requirements were dealt with extremely professionally and quickly with no delays due to timezones, availability or other excuses. All requirements able to be met either as standard or use of appropriate shipping rules. Belén was a fantastic project manager and kept everything on track from initial introduction, through setup, go live and beyond.

Still pretty new to ShipHero, but onboarding with Bela was really great. She is super knowledgeable, super helpful, and always very quick to reply or hop on a call to support. So far, so good with warehousing and fulfillment as well, and if on-going experience is consistent with onboarding and month 1, then we'll be very happy client. Thanks Bela and ShipHero team!

Emi is very helpful and always responds to my emails in a timely manner.

I contacted Shiphero in regards to an order. The response was fast and very helpful. Very happy about the interaction overall. Thank you

Agent was able to provide all information needed.

carolos G is amazing, went above and beyond

My business CROSSNET has struggled using ShipHero. They seem incapable of fulfilling B2B and FBA orders on time. We have been unable to process some FBA orders since December! Please do not work with ShipHero. I have never seen a logistics partner so incompetent. We work with ShipBob for another business and it's night and day the competency. I am so upset with the service, sense of urgency, and client relations at ShipHero. It has been an awful experience.