Freight Club for Shopify

Freight Club

The all-in-one shipping platform for retailers of all sizes.

Developer
View on App Store

Rating

3.0

feedback

18

Reviews

chart

#3,778

Shopify

Reviews Over Time

App Ranking

Time spent using app

  • Less than an hour
    0%
  • Less than a day
    0%
  • Less than a month
    11%
  • Less than a year
    56%
  • More than a year
    28%

Reviews Summary

The reviews for the Shopify App are mixed, with both positive and negative feedback from users. Positive aspects include good customer service from individual account managers, ease of use, fair pricing, and the integration with Shopify for LTL shipping. On the other hand, negative themes include issues with billing practices, surprise bills, lack of responsiveness from support, slow response times to emails, difficulties with tech integration and tracking, and disputes over overages and refunds. Some users also mentioned challenges with carrier partnerships, slow delivery times, and unresolved customer service issues.

Highlights

Good customer service and individual account managers
Ease of use and integration with Shopify
Billing practices and surprise bills
Lack of responsiveness from support
Tech integration and tracking issues

Rating Breakdown

  • 5
    61% (11 ratings)
  • 4
    11% (2 ratings)
  • 3
    6% (1 ratings)
  • 2
    0% (0 ratings)
  • 1
    22% (4 ratings)
Review RSS Feed Review RSS Feed

All reviews

1 / 5 Share

March 14, 2024

User BEWARE! This company has shady billing practices and will bill you for additional fees afterwards that are not true the one they use all the time is limited access, which should be illegal to charge because we have 10 loading docs with trucks coming in and out daily and they have tried to charge this multiple time and when you try to dispute this with overages you get the runaround for months (yes months) which they are hoping you will give up but some of these charges are $100 -$300 which will add up and that I feel is their shady tactics, if you also get this please email it to your attorney general so hopfully enough of us can get this and stop them from this bad practice

Using app

--

Total reviews

2

Average rating

3.0

4 / 5 Share

Jan. 9, 2024

UPDATE 1/9/24: I'm amending my review to 4 stars (up from 3) because my account manager reached out to (1) help me fix some settings in my account portal which should fix the issues of notifications no longer going out to customers, and (2) offer me 90 days to grow to meet their shipping minimums. While I can't give 5 stars because of some of the surprise bills and tracking/tech issues, overall, I'm happy with the service and would like to remain on it. OG REVIEW: It was good, but we've had issues with them changing the rates after the shipment a couple of times. There's no recourse - they just charge your bill. Now, it's not syncing with Shopify anymore so there's no shipping confirmation emails going out, despite it appearing to be set up properly and nothing changing. The customer service person is helpful, and I really like her, but I'm going to be getting kicked off their platform in mid-January since we are just building our business and don't ship enough per month on LTL. So, now it's time to find another carrier I can work with directly.

Using app

Over 2 years

Total reviews

4

Average rating

4.0

Developer Reply

Thank you for your feedback. We're sorry to hear about the issues you've encountered with rate changes and syncing with Shopify. Our team takes these concerns seriously and will reach out to you directly to discuss your specific concerns and find a resolution. We appreciate your assistance in helping us address this matter. The Freight Club Team

3 / 5 Share

Jan. 5, 2024

1/5/2024 - Update: Following my 12/15/23, Manager, Chris Mammen reached out to get a better understanding of what was occurring with my account, Chris really listened to understand and help and not simply site, "business policies" and toss me away, he identified the root cause, kept open and frequent communication and stated he's working internally for future improvements, with the type of customer service being provided to us, Clients, and the processes that lead us here to begin with. My original rating was a 1 star, I have updated this to 3 stars, solely on Chris's efforts. Chris, as an individual, gets 5 stars, he's a good human being. 12/15/23 - Update: This company assigned Jason Wu to assist me, I spoke with him twice, his approach was simply to advice of Freight Clubs policies, why my disputes were not their fault, request that I take down my negative reviews because in his words “it’s not fair” offer a $200 “good faith” shipping credit. When I did not JUMP at the “good faith” offer, he threatened to remove it. Freight Club is this the Senior Management style you’ve trained your associates to have? The integration with Shopify was easy enough, thereafter, I do not recommend. The customer service are not advocates for the seller, they side with the carrier on any/all issues. They are slow following up with carriers that have delays in shipment pickup and delivery. As a seller, you'll end up doing all of the leg work including follow-up to resolve issues and for the amount being charged by the shipments, their service needs a complete overhaul. Use a different LTL service. When disputing overage charges, they debit unauthorized charges while your cases are in dispute. This company is trash.

Using app

9 months

Total reviews

1

Average rating

1.0

Developer Reply

We appreciate your feedback and apologize for the inconvenience you've experienced with our service. We take your concerns seriously and have escalated your case. Our Senior Management team will contact you within 2 business days to address your concerns and work toward a resolution. Thank you for your feedback. The Freight Club Team

1 / 5 Share

Dec. 7, 2023

Installed the app and can't get a response from support for almost a week. Would only recommend this app if you like wasting your time.

Using app

5 days

Total reviews

1

Average rating

1.0

Developer Reply

Thank you for your feedback. At Freight Club, we strive to provide prompt and helpful support to all our customers. Please rest assured that we're actively working to address all outstanding queries as quickly as possible. For standard email inquiries, our response time is typically less than 8 hours, while urgent issues can be addressed immediately via our live chat feature on the Freight Club app. We appreciate your patience and understanding. The Freight Club Team

5 / 5 Share

Sept. 21, 2023

Zero customer support. A carrier charged me almost $1,000 in overages. Freight Club can’t seem to explain exactly why I was charged this and doesn’t seem to have any well procedures for handling overages/refunds. To make matters worse, Freight Club takes days to respond to each email, then a different person responds to each message (and clearly doesn’t read the full message history), and will not provide support by phone.

Using app

7 months

Total reviews

5

Average rating

5.0

Developer Reply

We're truly sorry to hear about your negative experience with Freight Club, and we understand your frustration. Your feedback is important to us, and we take it seriously. We have escalated this to our senior management team, who are looking at it urgently. Please expect a response from the team via email. Thank you for your feedback. The Freight Club Team

All reviews

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