ShipHero Reviews 609

The system can do MANY things from our vendor perspective and it's not always easy to work with or figure things out. The helpdesk however pays lots of attention to explain, show, give examples, work with you and even helps out with what you actually need to do. Fast service, friendly and patience.

Great professional software and their Customer support reps are always very helpful, especially CSM Rozmana is wonderful and very experienced. She is always available to give us the best support and solve our issues, simplify our processes and giving us always great suggestions.
Thank you Rozmana for being so helpful and helping our business grow!

As of yesterday, some orders were still not shipped out after A WEEK of being ready for shipment, and after trying for days to get them to ship them out. Upon putting pressure on support to get these out the door, this is the response I received.

"I understand but your company is not our only customer. I am working with leadership on your case. I appreciate your patience.

Get ready to be told things like this if you work with Shiphero. Imagine going to a restaurant and not being seen by a waiter for 45 mins and he finally says you're not our only customer. Imagine if I said this to my customers who asked why their order hasn't shipped for a week. Also, why do they even need to work with "leadership" to get a week old order out the door? Something is clearly very wrong over there.

I'm upholding my end of the contract... I'm paying them for their failed services every day. THEY are the ones not honoring our agreement + contract.

Do some digging and you will see this is the norm.

Have had some issues with different things in Shiphero, but the customer support reps are usually very helpful.

A BIG thanks to Almin wich is our true ShipHERO these days, and are helping us and our customers succeed through the busy black month/week :-D

Quick response to customer support tickets and fixed the issue within 24 hours.

they're all very responsive and helpful! They're part of my day to day working life now and they're all very nice and eager to help.

They keep holding orders for over 2 weeks without shipping them. The customer support is so bad. They literally tried to scam me and charge me some fake shipping number and when I caught them they tried finding excuses on why its supposed to be like that. 2 weeks of arguing finally got them to admit that they made a mistake.

5 star for Bel! Bel's assistance is quick. I appreciate her great service!

The people here are nice, but my experience has been an absolute nightmare. Terrible communication. Endless delays at the Allentown, PA warehouse. Lack of transparency. I was told shipping to the UK would cost around $9 so I sent thousands of dollars of inventory. Only then was I told that there would be additional costs for VAT compliance, taxes, fees, fuel, etc. It ended up being around $20 to ship a pair of sunglasses!

Working with their partner Passport made matters even worse. If you're shipping only in the US and get a better warehouse (like SLC) this might be a good option but if you're doing international, I would steer clear. You're better off shipping from China.

I chose ShipHero to streamline operations. It turned out to be a two-month disaster that nearly sunk my business.

It is more than two weeks they don't ship our orders without any explanation. There is no phone support and they don't reply to our email with clear answer.
We are looking for alternative for our e-commerce brands.

I tried to create a removal order for stock in the ShipHero US warehouse to ship to our UK warehouse over 5 weeks ago but it is still not ready for collection.

It is apparently packed onto pallets but it has taken over 3 weeks to be provided a packing list (which we still don't have!)

At this rate, it looks like the stock will not arrive in time for Black Friday in the UK which will cost us a fortune in lost sales. We have been given the run around by the customer service rep who has been unable to provide a simple packing list or reply to an email.

I would strongly suggest avoiding ShipHero based on the customer experience we have had.

So far I've had a great experience. Silvana was my onboarding specialist and was extremely attentive to making sure I understood the process and that my needs were met. After onboarding, I received super fast replies from the warehouse about receiving my inventory and from the help desk when I had a question.

[Edit] ok so we got this resolved. Please note once they move you to distributed inventory they need your kits to be turned into “build kits” or warehouse can’t ship if they don’t have full inventory. Probably something they should tell you about.

Revising my review back to 5stars as this is what I would have given them apart from this month long mess up.

I don’t know what’s happening at shiphero lately but I can’t get a resolution to a simple issue. They have a bunch of my orders marked as on “backorder” despite having inventory. A couple of customers are waiting over a month and despite contacting shiphero nearly every day for three weeks they haven’t been able to sort out whatever the issue is (or even tell me why)

Horrendous and rediculous

Shipments used to be on time and service was great. Ever since they changed to Zendesk the response time has become unacceptable. It is routinely more than 8 hours for simple issues. Shipments are now regularly leaving late or missed. The staff is knowledgeable and effective - just can't get to them. Probably an issue with scaling. Very frustrating.

Bela is always so helpful. The service is flawless!!

The intergration with ShipHero and my Shopify store has been so simple. My onboarding specialist, Bela, has been with me every step of the way and made the process very easy. The ShipHero dashboard is very easy to navigate.

Belén always comes through when I have questions or need to make adjustments to our ShipHero fulfillment page. If she doesn't have an answer on hand, she always knows where to get the information, and has been a great asset to our company since we began working with ShipHero!

As companies grow, there are bound to be issues that come with scaling. Bel has been particularly helpful at resolving any challenges we've encountered so don't impact my business.

ShipHero always delivers! Their team is so helpful with fulfillment needs, resolving issues/answering questions. I had a big request lately and Clara was amazing with her courteous and diligent assistance in helping me resolve the ticket to total satisfaction. As a small business owner It is always reassuring to have partners that you know you can trust to help deliver excellence to customers. A real dream team. Thanks again Clara, much appreciated!