V.I.T.L. Backpacks review for ShipBob Fulfillment
Dec. 15, 2022
App works fine, but the customer service and pricing is TERRIBLE. We would CONSTANTLY be charged many times more because Shipbob insisted on sending our products in boxes that were much larger than our products. We're talking about nearly a $100 difference because they didn't want to use a smaller box to ship (which they have). We are a small business, so seeing a shipping cost of $140 for something that should cost $30-$40 is terrible. Moreover, having to go back and forth with customer service to fix this issue causes delays and makes our customers extremely unhappy. This is not the first time and after customer service was contacted, they would apologize, issue a partial refund, and repeat the mistake. If any higher-ups see this, I will be happy to provide proof of correspondence so things can be changed. Be very, very careful if you are thinking of using Shipbob services. UPDATE: I was contacted by Shipbob's VP or Partnerships and Director of Onboarding services soon after posting this review. They were sincere with their apology about my experience so far and it showed that they took this matter seriously. It doesn't make up for everything that transpired, but I will add two stars for trying to make things right and bringing immediate attention to my case.
Hey VITL Backpacks team -- I want to jump in on this and see if we can fix this issue. Looking at this review, this is so far from the normal experience our merchants have (in fact most of them say we save them money on packaging due to our algorithms that optimize packaging size). I suspect there is something wonky going on with Dimensional Weight perhaps. Either way - need to figure this out. Please email me at [email protected] as I cannot find record of your support tickets if you placed them. Apologies for all this and I know we can get it sorted. - Kevin, VP of Partnerships
