ZSPEC Design LLC review for ChannelSale
Oct. 19, 2022
ChannelSale organizational failures that has led to this review. This service has been a waste of our time, has damaged our seller statuses on channels and caused lost sales and reputation damage. For those considering, be advised this was our experience with ChannelSale after one month of attempting to work with them. Our #1 goal was Amazon listing (the most challenging of our channels) with bonuses of linking Ebay and Etsy channels. - ChannelSale has failed to list anything on Amazon, our #1 Goal. Two calls a week for over a month and no progress whatsoever on Amazon. Not a single successful listing. ChannelSale could benefit from employee-training and an actual customer-service system for support. Email-strings of communication did not work (the model being used) and time just marched on without progress. - Poor technology. There is no visibility in the ChannelSale “dashboard” to see what products are on which channels. We we told there was...pretty big missed expectation. o We found no dashboard-based ability to list a product ourselves. They want this done by them which would be fine but over a month later, not a single requested product has been listed. o ChannelSale's service integration with Shopify also continues to fail at order-syncing and pushing tracking information into channels. We have “manually” put tracking in a channel-order, notified ChannelSale of the sync-issue and we'll then get an email stating “it’s fixed”. However, they're looking at our manual-entry thinking somehow their sync started working. It hadn't. o Overall, ChannelSale needs to invest in technology and could benefit from their employees supporting customers from a professional environment – with better communications equipment and in environments conducive to working with customers. Support is abroad and every request is something like, "we will get back to you in some time". They only use Google Meet which has been clunky at best and most audio sounds like they are talking through a pillow (very, very muffled/garbled). - Poor Communication, Responsiveness and Lack of Organization. o We cannot understand most of what is communicated on the “calls” and there is no unique agenda. The ChannelSale calls are a rehash of past topics with little to no progress. We experienced calls with massive background noise (trains in background, dogs fighting...) and inability to understand them due to technological issues on their side. o ChannelSale attempted to tell us “please check test listing” over and over even after we’ve already provided feedback. We have had to repeat ourselves countless times on our needs and asks and a month later - not a single listing on Amazon while getting close to the holiday shopping season. o Need to improve attention to detail. We communicate something, and ChannelSale doesn't read it then waste call-time asking for the same thing we sent you a week or weeks earlier. This has been a complete waste of our time. See above for suggested fix – get real service-incident/tracking technology. Email isn’t the way. It took two weeks to get a simple "brand name" misspelling fixed (our company name!) on Ebay (they published listings to Ebay and never checked for accuracy - the burden is on us, the customer). We recommend another service - this one has just wasted 5-6 weeks of our time, energy and hurt both our Seller statuses on two channels.
Dear, We are sorry to hear about your experience with us. We assure you to handle your queries in the best possible way. After receiving your email and review, our senior team immediately discussed with you on a group call and requested for 4 hours to complete your highlighted below 2 tasks and await your permission to proceed, or inform us of any other priority tasks. 1) Amazon Listings >> Post Non FBA SKUs after verifying the UPC values 2) eBay Listings >> Fix the typo in brand name in sample listing, repost for verification, then post all. — Please find below the consolidated issues from your email + review with in-line replies: 1) Our #1 goal was Amazon listing (the most challenging of our channels) Reply) We have posted 5 products on Amazon and a validation report was shared but, Amazon removed the listing due to non-permitted brand names appearing in your titles and descriptions. As your team mentioned that you would be unable to make any changes in the source feed, we were required to engage our team in custom removal of the unrequired brand names and then add your brand name at the end of the title through multiple steps then imported through a separate file into our system. At next step Amazon returns Errors for incorrect UPC values that are required to be verified, and post other products with your consent. — 2) There is no visibility in the ChannelSale “dashboard” to see what products are on which channels. Reply) The demo was given regarding the same to your team and we can arrange more demos as required. This feature is available by viewing the marketplace labels or by viewing the open listings page under the following paths: Navigation Links - Inventory > Grouping > Manage Labels Navigation Links - Calculus Reports > MarketPlace > MarketPlace Performance Summary — 3) We found no dashboard-based ability to list a product ourselves. Reply) This was also covered in the demo that the automated product listing options are available on the dashboard as most basic functionalities. We can arrange more demos as required. — 4) We have “manually” put tracking in a channel-order. Reply) This automated process is fully stable and being utilised by many of our clients for many years. Handling procedures covered in the demo handover alongwith setup checklist with your team, can be repeated at your availability. In case any order gets missed then our team shares detailed monitoring log to ensure no discrepancies and issue findings with resolutions for isolated cases for buyer entered incorrect data, or outage from related marketplace API, or old orders not imported before starting setup cutoff date. — 5) They only use Google Meet which has been clunky at best Reply) This is a temporary issue and we have other team members present during the meeting as back-ups in case there are network issues. We also connect via direct Phone calls, and have shared in our first email subject Minutes of meeting the direct Phone numbers of 5 members for backup and senior level escalations wherever required. — 6) We experienced calls with massive background noise (trains in background, dogs fighting...) and inability to understand them Reply) This could be a temporary issue and we will take precautions for the same. Also shared backup members direct contacts. — 7) It took two weeks to get a simple "brand name" misspelling fixed (our company name!) on Ebay (they published listings to Ebay and never checked for accuracy - the burden is on us, the customer) Reply) We were multitasking on several of your marketplaces setups at the same time, details of daily progressions series of events shared in email thread - Minutes of Meet. We were suggested to export the file from the source and remove the brand name in order to post the correct information on eBay. Since your team was not able to make these changes in the source feed from your end, we had to fix via custom multiple steps as a workaround that got completed, pending one typo that would get fixed in next posting. === We await your response to proceed, and again assure you of all resolutions. Your business is important to us, we are happy to assist simplify multi-marketplace sales growth. ChannelSale team
