alfie & gem review for LVK Logistics

July 3, 2023

Where to start....As a small business owner, I am usually reluctant to resort to public platforms for expressing disappointment. However, after an unending barrage of challenges with ShipHero, I feel compelled to share our experience, and hopefully save others from similar frustration. Our ordeal began with a constant need to contact customer support, approximately 2-3 times a week due to recurring issues. Their sluggish response rate is only exacerbated by their knack for providing ambiguous, often irrelevant replies that don't resolve the issue. This futile correspondence cycle has become the norm rather than the exception and ends up taking up the majority of our time. But beyond their poor service is their blatant disregard for our inventory. Moving it without notifying us and as a result losing it. Despite us providing ample evidence that they are responsible, ShipHero has consistently failed to reimburse us for numerous lost items, resulting in protracted discussions that remain unresolved. Shipping prices quoted by ShipHero are frankly outrageous. We were initially led to believe that these charges were an unfortunate repercussion of the ongoing pandemic and subsequent carrier rate hikes. However, our experience suggests otherwise. For "Special Projects", which involve larger shipments, we were continually subjected to inflated quotes, with reassurances that they offer the best market rates. On a recent occasion, when I arranged FedEx pick-up independently, the cost was a staggering 60% less than ShipHero's quote. This overcharging under the pretense of carrier rates is not only dishonest but reprehensible. The latest blow from ShipHero has been an unanticipated, ongoing monthly "tech fee" of $500, imposed on smaller companies like ours. It was announced in an email (buried under bullet point 4) less than a month before they charged us. Coupled with the ultimatum of 'like it or leave', it's a clear indicator of their scant regard for client welfare and survival. Their customer service can best be described as dismal, with an apparent penchant for crafting rules on-the-go, fair warning or consideration for their clients. The abundance of one-star reviews is a testament to a steady downward trajectory, further cementing their untrustworthiness. Regrettably, we are tethered to ShipHero due to our extensive automations and existing stock. However, for those seeking a reliable 3PL partner, I would URGE you to look elsewhere! The tarnish on ShipHero's reputation is not without reason, and their service has proven to be more of a liability than an asset. ShipHero needs to take note of these experiences and implement drastic changes, lest they continue to hemorrhage their clientele and reputation.