Stratia review for RyderShip

Dec. 6, 2016

Steer very, very clear of this fulfillment service. I used them for two weeks, and they've already cost me countless revenue in broken products and lost customers. I started using Whiplash right before a sale. The sale was a huge success, and I sold out of almost everything. Then I noticed that there were about 25 open orders in Shopify that weren't imported into Whiplash. These orders were sprinkled randomly throughout the sale, and there seemed to be no rhyme or reason to them. Turns out, because Whiplash controls inventory (they track it and push it live to Shopify) and Whiplash didn't sync those 25 orders correctly, I oversold product by quite a bit and had to then go to my customers and let them know they'd bought a product I said was in stock but was actually sold out. As if that wasn't bad enough, shortly after the sale, I started getting emails from customers with pictures of their packages. I sell skincare products, so they are mostly small, delicate bottles - these photos were of large cardboard boxes with the products, a packing slip, and literally nothing else. No padding, no peanuts, nothing. I of course immediately took these concerns to their customer service. They didn't respond to my concerns for a full day, at which point I decided to cut my losses and let them know I'd be leaving Whiplash. What followed was the most bizarre customer service experience I've ever had. The customer service manager told me that I had changed the settings in Shopify and that's why the orders didn't sync (first of all, I didn't change any settings, but even if I had, it wouldn't account for this specific issue). She said my customers were lying when they sent me photos of their boxes (oh, wait, she was sure to clarify that she wasn't calling them liars, just that Whiplash would never have packed a box like that so they must have forged the photos, which is different than calling them liars, somehow). She refused to even cover shipping to get what little product I had left back from the warehouse. I'm a small, new business, and I can't take too many setbacks like that. It was a very expensive lesson in making sure I research and vet any potential business partners. Learn from my mistake and stay as far away from this company as you can.