Red Bay Coffee review for Shippo ‑ Simplified Shipping
June 28, 2020
This expensive paid app is better than having to use Shopify itself to print labels. That's about it. There support is horrible and none existence, to say the least, no contact phone numbers of course (why to hide a phone #?)....they are very laid back in responding to issues with Canned messages and more so now with the COVID situation which they blame very conveniently after responding to a query days later which usually ends with; "we are sorry we are very very busy due to the COVID situation" and "by the way, we do not, of course, have a solution for your problems but will let our team know about it". They are not looking at adding other carriers, not looking at an option to help customers being able to filter out "local pickup orders" from Shopify which of course do not need to to be shipped, they do not support customizing packing slips, do not support refund options (which was there before), their system freezes often when doing batch payment processing of 100 orders at a time (there system defaults back to 25 orders..imagine a business doing batch processing 25 orders at a time when you have to ship out a 1,000 orders per day?). Their billing system likes to stop accepting payments randomly even when you have used that credit card for months. When you contact them about it they will just send you Canned message with a link to billing page....wonderful service. I am currently looking at an alternative like Shipping Easy etc....
Hello, Thank you for reaching out and leaving your honest feedback about Shippo. We are very sorry to hear you've not had a great experience with our Support Team. This is never something we want! While we have been very busy due to an increase in the amount of customer outreach from COVID, we certainly would not want to use this as an excuse to send canned messages and we apologize if our responses came off that way. To improve our response times, we have worked on hiring more team members so we're able to get back to our customers more quickly. I also apologize if it was difficult to find our live support options. We do offer live chat and phone support M-F beginning at 9 AM PST. We also offer email support M-Sun. You can access all of these options by logging into Shippo and clicking on the "Support" icon on the bottom of the page. It looks like you spoke on the phone with one of our awesome advocates, Rodrigo, and you have been using Shippo regularly! Thank you so much for giving us another shot! If there is anything else you need, please don't hesitate to reach out to us! Thanks, Shippo Support
