Freedom Fitness Equipment review for Intuitive Shipping
April 6, 2023
**UPDATE** The owner hopped on a call with me and customer support, immediately migrated new changes to the app, and fixed all of the issues with descriptions, product dimensions, and shipping calculations to mirror the old legacy system. Excellent customer service. While there still isn't a guide to the new interface and how it might impact legacy settings, the personal touch was very helpful, and they made sure the legacy settings remained and weren't overriden. They're also working on additional changes to streamline order packing slips and make it easier for our operational interface. The update completely screwed up the entire shipping calculation. They updated the app without emailing or communicating to anyone, so now rates are all over the place, and products are not properly categorized with "ship together" or "ship separately" settings. The migration was done EXTREMELY poorly and none of the original settings were maintained for individual products. We had to go back in and manually update all our products which were multi-boxed because we were getting bad rate calculations. Furthermore, now package dimensions are no longer being populated. That setting was automatically turned OFF, and once it's turned back ON, Intuitive doesn't display dimensions anymore. It just displays the title of the product. They expect you to go in and edit the title of the product with the right box dimensions, even though their app is supposed to "smartbox" everything.
*Updated* Thank you for updating your review and for taking some time today to meet with Joel and Mike. We're happy to hear they were able to get things working the way you expect them to. We do appreciate all of your feedback, including how we can better communicate how changes in our new version impact Legacy users. Thank you for helping us get better! Best regards, Ron Anderson Customer Experience Manager --------------------------------------------------------------------------------------- We’re very sorry that you have had this frustrating experience with Intuitive Shipping, and we want to make it right. I know that you have been communicating with Paul, who is working with our dev team to resolve the issue with package dimensions in the new version, and my understanding is that a fix has been rolled out. With regards to the shipping calculation/boxing issue Mike was helping you with previously, it is unrelated to the migration process and version agnostic. Paul has provided you with more information about this issue, along with an update on the package dims fix. Our team has worked hard to ensure a smooth migration process for all of our users, and we’re sorry that this wasn’t your experience. We launched the new version of the app more than a year ago and delayed Legacy migration for several months while we built out the process. At the beginning of this year we notified all of our Legacy users that the new version was available and that, effective February 1st, we would be migrating Legacy users to the new version. This notification included a link to detailed information about the new version. We do apologize if this was not effectively communicated to you. Best regards, Ron Anderson Customer Experience Manager
