Bar & Cocoa review for ShipperHQ: All‑In‑One Solution
April 28, 2021
This app has a steep, steep learning curve, that should have been my first sign that this app was just a bad idea and not well thought out from the start! Spent hours configuring it, and used it for about 1 week before the problems started resulting in 2 instances of lost revenue which is not okay. If you have Google channel with with automatic shipping for your Product feed settings, beware! This app does not push shipping rates through, and Google Merchant disapproved all of our product listings. We had to manually override and create rates on Google Merchant to fix this problem. That blip of 48 hours while trying to solve this resulted in losses. Then the app suddenly just stopped working one fine morning, and none of our customers were able to checkout with no shipping rates! This resulted in more losses. When I tried support they kept saying it was my settings, but I didn't change anything from one day to the next to result in it not returning rates! I have written in FIVE emails asking for a refund out of principal. None has been offered or issued so this app deserves no stars.
Hey Bar & Cocoa Team, Thank you for taking the time to provide us this valuable feedback and I apologize that your experience has been frustrating. We take customer experience very seriously and strive to provide timely support and responses to troubleshoot any issues that arise. After investigation, our Account Management team discovered that rates were not populating to your customers due to a problem with your configuration in Shopify. Regardless, our number one priority is to make sure we take care of our customers. As requested, we provided a full refund for your month of services. For reference and to ensure this problem doesn't exist for other Shopify/ShipperHQ customers, we've provided a summary reason why the issue may have been occurring: - Ensuring zones in Shopify are set up correctly and contain all areas to which you are able to ship. This is the direct reason for the error message stating "We don't offer shipping to New York." - Review with customers that the check box stating "Automatically show new shipping methods when they become available" is enabled. This will ensure that the revolving dates when using our Date and Time feature are picked up by Shopify and that rate will populate for the customer. - Finally, we will recommend ensuring all products have weights set on them. If a product doesn't have a weight you will not get rates from ShipperHQ as the system does not see the item as a physical product. It's worth noting that if a product without weight is in the cart with a product with the weight you will get rates returned (although those rates will be less accurate). So, this would cause rates to not return if all products in the cart do not have weight.
