ShipHero Fulfillment App Reviews

Until they get things fixed, avoid unless you want your business to be crippled. ShipHero used to be amazing, but as of the past two months, are extremely understaffed and not delivering on their service level agreement. Their support has been lacking tremendously lately, taking anywhere from 4 days - nearly 2 weeks to respond to inquiries. I have run out of stock because their receiving timelines are now 10+ days. If a customer has an order issue and I need to reach out to support for assistance, I now have to tell the customer I will investigate and get back to them in around a week with an update. I have orders which are not meeting the SLA deadline, and shipping out weeks delayed. I have boxes of 100 units which are missing, and after a month of investigating, still no updates on the status. This is just a fraction of the issues I am currently having. Belen has been wonderful in the past and has offered to look into these inquiries, however, nothing has changed and it has been nearly two months of poor service. Their lack of service is literally destroying my business.

The app was easy to install and my customer support contact (Silvana) has been accessible along each step to ensure smooth running of the app and connection to Shopify. The team has been very useful and orders are getting shipped on time. No customer issues or damages have been reported as yet and we have been up and running approximately 3 weeks. I am thoroughly impressed thus far. Keep up the good work.

Very easy to navigate and user-friendly dashboard. My onboarding specialist, Bela, has been incredible throughout the process of integrating with my Shopify store. The whole process has felt so seamless!

UPDATE: We've been 11 (!) days waiting for billing ticket #47302 (change our shipping polybag, so we are not charged for oversize) and 6 days for ticket #48268 (question about billing cycle) to be handled. Plus, we were overcharged again on September 24th ($23.42 to ship a $12 shipment), 12 days after the "support team will work to correct any billing issues." END OF UPDATE. I'm sorry to leave this review because we liked SH initially. We have been overcharged for *months*. What you read in other reviews is true. We have paid over $30 shipping for an order that should cost less than $12. You won't know anything unless you go inside each bill and review each charge, wasting your time. One thing is for sure. *Every* single week, we found incorrect charges. They apologize, say they will look into it, and the story continues. This is so frustrating. Knowing a company is stealing your money but moving inventory elsewhere (for which they need 30 days, according to their TOS!) would be detrimental and make you lose a ton of sales. The app is average at best. It does not update from Shopify in real-time. We have products inside the app with the incorrect SKU. We had products which we had removed from our store months ago. But they were still showing in Shiphero. Their "dropshipping" functionally to mark products as such rarely works. Orders will be stuck as "not ready" because there is a product inside with no inventory, even if it is marked as dropshipping (so it should be ignored). The mistakes are frequent. Every single week we need to reach out to support. It might be a fake charge, a lost product, or they forgot to ship a product because they stocked it in the wrong location. You name it. It's a shame. Things were not as bad when we started over a year ago. I cannot recommend this company as of today since they literally overcharge secretly. No live support either. Their *flat* rates are not worth it. You will end up paying way more, not only in bogus charges due to system issues or employees picking the wrong package, increasing the weight (even if you have your custom packaging) but spending your valuable time dealing with this instead of working on growing your business. We have requested a videocall with someone in management several times. Never happened. They just apologize and tell you they'll work on it. I really hope they get it together because, as of now, they are not a good company to work with.

We are using this App since 2020. And we overpaid almost $500+ USD for their hidden fake invoice. BE AWARE!! You will have no option to remove your card from their dashboard. You will have your regular invoice. But they will charge your card hiddenly without any reason. Their customer support will ask you to pay the same invoice 2-3 times. You will have no records. Even after 1 year when we shout very much, they add a paid status on the invoice. Because there was no status before. So just think how horrible it was, You paid an invoice and no status BOOM! they charge again. Each time you have to fight 2-3 days by email with your bank transaction proof, But if you did not notice or check then you will be charged hiddenly. We stop getting their service from January 2022, But why we are writing a review today? OH yes! Because still, we have no service! No product with them but we got charged $20.74 on 19th May 2023. Seems funny? No this is normal when you are on ShipHero. And you will not able to remove your card as well. Only you can change a card. Shopify itself starts a good service for inventory fulfillment with 90 days of free storage. We switch to that now. Seems like we have now come to haven from the hell of ShipHero! (Well, still we get the bills from the hell)

As our company is getting more traction, the team has been extremely responsive and helpful with any inquiry we have. With all of the growing pains being a start up, it is so relieving to know that people like Jazmin have my back. Her and the entire team are extremely reliable. Thank you. Updated review: Ship Hero, and people like Maria and Clara, are a shining light in the fulfillment business. A tech forward company with this level of service is almost unheard of. We were with Shipbob before and they couldn’t have cared less about us as a company, just our dollars. ShipHero should be your first look.

Great app! Bel has been helping us with our requests. She provides great service for us. She assists us with issues and other concerns.

UPDATE 9/28: DOWN rating to 2 stars. Service support is pretty much non-existent. Unlike most companies these days, there's not a feature to chat with support, nor phone number. The only way is via a ticket system. I have a multiple tickets that have been open for 9+ days. What's worse is that this is a 3pl company and I can't get accurate inventory numbers on the panel. Looking at what we shipped to the warehouse and what they shipped to our customers , the numbers in inventory don't match what is being displayed on the app. On top of that, I can't get an answer to why the pricing is completely random for the same SKU from order to order. Some are priced 2x the amount (that ticket is 8 days old). REVIEW 9/14 We signed up with ShipHero 3 months ago and due to delays on our side only just launched yesterday . My rep, Silvana was amazing. She walked me through the process from beginning to end and took the time to customize certain parts of ShipHero so we could do split orders with another fulfillment vendor. The app is pretty easy to use. I like the fact there are no shipping zones so you can pick one warehouse that's near your manufacturer and be done. Prices are quite reasonable for storage, pick fees and shipping. I do wish it would support posthero integration for Active Campaign and not just Klaviyo.

A year ago, this was a great app and service. At the time, would've recommended it to anyone. Now? RUN FAR, FAR, FAR AWAY. They previously used a great chat support feature and it was great. They got rid of that and moved to a ticketed system, which wasn't too bad, but they became slightly less responsive. Now, you submit a ticket and you'll be lucky to get a response in weeks. They don't have a customer service number to actually talk to someone (how's that possible?). Asked to meet with someone to discuss numerous issues in September. Meeting was cancelled 20 minutes before the scheduled time and it was never rescheduled. Been trying to get products back from them but they won't (refuse to) respond. They won't respond to inquiries on social media. Shopify needs to remove this app ASAP until this company starts responding to its customers. There are many other fulfillment services to look into and definitely do so before going with this app. Suspect the company will reply stating the client support team will be in touch. Don't be fooled, client support is virtually nonexistent and don't expect a reply from the client support team.

Hired ShipHero to help with pre-orders. It takes a lot to get me to the point of writing a bad review, but...wow. They've been having "some delays at the warehouse" and my orders have not been shipped out in over two weeks. In addition to that they don't have a live support system, so every thing you ask them has to go through a ticket system which if they respond at all takes about 48 hours on average to receive a response and it involves no resolution but rather "we'll look into this and get back to you." I asked to have my inventory back and they told me they have sent it to different warehouses across the country and it will take up to 30 days to get it back to me! It is September 20th to day and I still have customers that are waiting for their order since AUGUST 26th. On top of that, while holding my inventory hostage they are charging me "storage fees." They also, without my agreement, sent my inventory to different locations so if an order contained something they have in PA and something they have in LV, they sent it from two different locations and charged me twice for the same order that would have cost 1/2 the amount. The staff is incompetent, disorganized, unresponsive, and I have no idea how in the world this company is operating at all. The worst experience I have ever had working with a service based company. Stay far, far away.

I'm glad I went with ShipHero as my first 3PL. Setting up ShipHero with Shopify is easy process. Their Warehouse Management System (WMS) dashboard makes things easy for a non-technical person to understand, and transparent reporting feature. Fulfillment is speedy paired up with simple pricing, and you can even automate the process! Bela has continually assists me with excellent customer service both during the oboarding process and afterwards. Whenever I have questions or need assistance I will usually get a quick response or within 24 hours.

Amazing company, amazing team to work with. Bela was great and very easy to work with. She was able to get us onboarded to the platform with ease. I'd highly recommend their services for any growing e-commerce brand!

Loving the back end and can’t say enough about the amazing customer service during our onboarding and now as we are shipping out. The founder (Aaron) started his journey as an ecommerce seller (jiujitsu brand if my memory serves me correct), so he gets exactly what we need and delivers. bravo!

ShipHero has great service. They are very quick to respond, pay close attention to detail, and feel like an extension of my team. Ana, Bela and Silvana have been great to work with. I would highly recommend ShipHero.

Incredible onboarding experience. Our team had a lot of edge cases to solve for and the ShipHero sales and onboarding team were fantastic to work with. Very very responsive and comprehensive. They were reaching out to me with solutions to things on my to do list, before I could get to them. Looking forward to continuing to work with them!

Super easy to use. Shiphero makes it easy and efficient to get an e-commerce business up and running

ShipHero team is always so responsive and helpful. Their system is very user friendly and you can always count on great communication and complete transparency about any questions that arise. Great partner for businesses and top notch service! Update: I had Bela assist me yesterday to complete my on-boarding process. Bela’s assistance was outstanding!!! As a new business and client, I needed help having all relevant features set up from my Shopify store to ShipHero’s system, and she was so friendly, courteous and understanding in walking me through all the steps of the process and answering all my questions. She did it all with so much professionalism and patience and went above and beyond to make me comfortable with the system. Really impressive service! I really appreciate it. ShipHero is an excellent partner for any e-commerce business. Update: ShipHero team continues to be very responsive and helpful with all issues that have come with the Start-up process. There are a lot of little details to learn about the App and order fulfillment process but they are a valuable partner to count on for support. Just had an issue (that ended up not being an actual problem) with an Export order and Kelsey was very helpful with her prompt support and helping me track it through the system. Thanks again ShipHero team!

After a few bumps getting ShipHero setup properly, Bela from support quickly helped us get the app up and running as we had hoped! Bela's support has been phenomenal. I would highly recommend ShipHero and for support and onboarding, you can't do much better than Bela.

This is a great warehouse, they have good service. Their customer service representatives are very helpful especially Bel! She gets the job done well in assisting me with any mishaps.

Bel is very knowledgeable and on point. She knows how to get the job done and gets it done well. We appreciate her.

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