ShipHero Fulfillment for Shopify

ShipHero Fulfillment

ShipHero Fulfillment | Full-Service eCommerce Fulfillment

Developer
View on App Store

Rating

3.8

feedback

171

Reviews

chart

#9,044

Shopify

Reviews Over Time

App Ranking

Time spent using app

  • Less than an hour
    1%
  • Less than a day
    1%
  • Less than a month
    6%
  • Less than a year
    57%
  • More than a year
    35%

Reviews Summary

The reviews for the ShipHero Shopify App showcase a mix of positive and negative experiences. On the positive side, customers praise the exceptional customer service provided by representatives like Soledad, EMI, and Carlos. They highlight the quick resolution of issues, dedication to customer satisfaction, and responsiveness to inquiries. However, on the negative side, there are significant concerns raised about overcharging, lack of transparency in fees, slow response times, lost inventory, late shipments, and unexplained charges like the 'tech fee'. Customers express frustration with the decline in service quality, difficulty in reaching support, and the impact on their businesses due to these issues.

Highlights

Exceptional customer service and quick issue resolution
Overcharging and lack of transparency in fees
Slow response times and difficulty in reaching support
Lost inventory, late shipments, and unexplained charges
Impact on businesses and frustration with service quality

Rating Breakdown

  • 5
    85% (145 ratings)
  • 4
    2% (3 ratings)
  • 3
    0% (0 ratings)
  • 2
    1% (2 ratings)
  • 1
    12% (20 ratings)
Review RSS Feed Review RSS Feed

All reviews

5 / 5 Share

March 28, 2024

EXCEEDS CLIENTS EXPECTATION. THEIR CUSTOMER SERVICE DEPARTMENT IS THE MAIN REASON WHY THEY ARE OPERATING ON ANOTHER LEVEL. Kudos to Soledad for always providing EXCEPTIONAL CUSTOMER SERVICE - Nikki Alexis

Using app

Over 1 year

Total reviews

3

Average rating

5.0

5 / 5 Share

March 22, 2024

I recently had the pleasure of experiencing top-notch customer service from EMI at ShipHero, and I cannot emphasize enough how impressed I am with the level of care and dedication she provided. From the moment I reached out with my query to the resolution of my issue, EMI went above and beyond to ensure that I received the assistance I needed promptly and effectively. Overall, my experience with EMI from ShipHero surpassed all expectations. Her exemplary customer service skills, combined with her dedication to ensuring customer satisfaction, have undoubtedly earned my trust and loyalty. ShipHero is fortunate to have such a talented and customer-focused individual on their team. I wholeheartedly recommend ShipHero to anyone seeking unparalleled support and service. Thank you, EMI, for your outstanding assistance!

Using app

Almost 2 years

Total reviews

2

Average rating

5.0

5 / 5 Share

March 12, 2024

The team are always very helpful and ensure they go above and beyond to find the information needed to answer our questions. In particular, I've been in contact with Emi on multiple occasions and they really are a great representative for ShipHero. No questions is ever too hard or too silly for Emi!

Using app

Over 1 year

Total reviews

1

Average rating

5.0

1 / 5 Share

Feb. 29, 2024

My small business was with ShipHero for large amount of its life. In the beginning, the service was great and I was getting proper responses from support about all my shipping inquiries. Then, after being with ShipHero for a few months, large issues started to arise. I noticed I was beginning to get charged more for certain shipments, despite them being the same exact product. I reached out to support and was informed that there are holiday surge fees, however, it was not during holiday season! My original account manager, who was very responsive at first, stopped responding to me at all and I had to resort to using the ticket process which sometimes took weeks to get a response. The final straw for me was when I noticed a $1000 charge for a "tech fee" in my statement. I immediately reached out and after a couple weeks was informed that this is a new fee they are implementing for sellers selling less than 100k a month. There was never any announcement of this charge being implemented nor was it anywhere in my contract with ShipHero. Very sad to see how the company treats their smaller clients. I next did the logical thing that any individual would do and advised I would like to cancel my services. I was then given two options, get rid of the merchandise my self or have ShipHero dispose of it. Given certain liquidity restraints as a result of these fees, I was unable to sell my inventory that month and had to resort to disposal. ShipHero ended up billing my over $1200 for disposal and would not give me a quote beforehand, despite me asking for one. If I had known this was the case, I would have went to the warehouse and disposed of the merchandise my self! Overall, this was a nightmare experience as a small business and caused a lot of stress in addition to loss of business.

Using app

Over 1 year

Total reviews

1

Average rating

1.0

Developer Reply

Hi Dup Fitness Team, We appreciate you sharing your experience with us. We understand your concerns regarding the billing discrepancies and the new tech fee. If you believe that any charges were incorrect, please contact us at [email protected], and we will thoroughly review the details and reach out to you. Regarding the tech fee, we apologize for any inconvenience caused. We did notify each client prior to implementing this fee to maintain the speed, safety, and stability of our system and service. Our Customer Success Team is available to help you find the best plan for your business and optimize your shipping setup to support your growth. We regret any communication issues you experienced with our support team and the challenges faced during the cancellation process. Your feedback is valuable to us, and we will use it to improve our service and ensure better experiences for all our clients. Thank you for your understanding.

5 / 5 Share

Feb. 8, 2024

Soledad Isla from ShipHero is an absolute pleasure to deal with and has been extremely helpful in resolving my issues quickly and efficiently. Highly recommend!

Using app

Over 1 year

Total reviews

2

Average rating

5.0

All reviews

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