"Avoid Shipwire at all costs."

Don't trust companies with polarized reviews (ie all good and all bad). The long negative reviews are REAL and the short five star reviews are FAKE.

I have been using Shipwire for my order fulfillment for over three years. They have made endless mistakes over the years, yet I had hoped they would improve their systems. After three years, I'm withdrawing ALL of my inventory. I'm done with the incorrect stock values, delayed holiday shipping, horrible customer service (just call in and ask a few simple questions, they won't know the answer). Yes, some of their customer service managers will try their best to help you, but in the end this service is horrible at any cost. Don't let your business pay the price of their painfully slow learning curve. Avoid Shipwire!

Update: Shipwire has apologized for all their mistakes and has agreed to cover the "handling" costs of returning all of my product to me. I should have known when they promised me I would have my product in a week that it was yet another lie. I finally received my product from Shipwire after 3 weeks and countless calls to them to expedite my shipment. I appreciate the apology and for covering the handling costs, however, my relationship to my customers has costs me dearly and I it will take years and countless dollars to regain that trust. When I signed up so many years ago, I was paying for a fully operational service and instead wasted precious time and money to contribute to Shipwire's learning curve as they experience endless "growing pains". If you are reading this, either you are a business owner looking for a good fulfillment company or Shipwire trying to repair your bad reputation. My thoughts to the business owner: is it worth the risk to trust your entire business fulfillment on a company that has such a lousy track record? My thoughts to the Shipwire rep: Why work for such a lousy company when there are dozens of amazing companies out there doing good work? You're better than this.

"Worst decision I've ever made is going with Shipwire. They are killing us."

Now in my second week of total Shipwire meltdown. Orders taking 3-5 days to ship, even when "Rush" indicated. Customer service ("senior" representative) is pleasant, and apologetic, but clearly has no power to affect the outcome. Was told last week that the service problems were an anomaly. This week, same story. Now I have not only impatient customers, but the Amazon side of my business is taking a hit as I cannot ship in a timely way. Thanks, Shipwire. Thanks so very much. It's all the more poignant that your web site "Guarantees" same day shipping if orders are submitted by 5:30am. Hahahaha. Good one.

"Not Meeting SLA's"

So Shipwire you are at it again. No orders shipping and all your merchants left hanging during the holiday season which is make or break for many of us. What is the excuse this time? Flip-pal has over 70 orders sitting there (LA) many since Nov 27th with no movement and no relief in site.

Stay away from this company, this is the second time in as many months that they cannot seem to get orders out. With no end in sight.

"UNRESPONSIVE CUSTOMER CARE. UNRELIABLE SHIPMENT PROCESSING."

This is by far the worst customer care I've ever experienced. It is impossible to get in touch with these people. My customers still haven't received their orders and I didn't know until they called to ask for the tracking number. When I went online to check, my order hasn't even left the warehouse. Its been three days since my order was supposed to be sent and these people don't have the decency to respond to my questions. This is the second time this is happening and leaving a bad review seems to be only way to get their attention. They're probably the more expensive company, the least they can do is offer some support to their customers.

"If I could give it a 'Zero' star rating I would."

The only time Shipwire was good was when I was 'trialling' the system. It looks fancy from the outside with it's clever marketing, but once I signed up, I got such terrible service. My 'account manager' wouldn't return emails, but the support was good (when I was able to actually speak to someone), so i thought it was just a bad seed. Nope... just got worse and worse.

I've been with Shipwire for 6 months and already leaving.
Wrong items sent
bad customer communication
poor customisation options
items forgotten in orders
expensive
inventory system not functioning properly and getting frustrated with ME for pointing it out
slow support
limited hours for support outside their timezone
atrocious fees for leaving.

I'm spending a small fortune just trying to leave (read their convoluted fine print).

Run, they're unfair, disorganised, and greedy.

"Shipwire is great!"

Shipwire is an amazing resource. Being able to tap into their global network is a huge asset for our company and they are continuously improving upon their system, creating more efficiency, better rates, and better communication. Their customer service team is also great -- always available, knowledgeable, and very responsive.

"LA Problem"

We have multiple orders in the LA warehouse that are stuck in processing since 22nd of October. They can not correct the problem due to a software update. Customer service does not know when the problem will be correct. We are not sold out on Amazon.com and can not get our goods to them. This is a big problem that is costing us money.

"STOP, TURN and RUN"

Absolute NIGHTMARE! These folks are the WORST. THE ABSOLUTE WORST. First off, unless you're shipping thousands of orders a day, they look at your account maybe every few days to fulfill. I've never received so many complaints from customers regarding our shipping. If you are looking for a fulfillment center to provide the quality of customer service you provide DO NOT GO WITH SHIPWIRE. They will embarrass your brand.

Receiving took over 2 weeks
Permanent removal orders took over 2 weeks
customer service is customer disservice- basically they're worthless
lack of accountability
lack of answers to simple questions IE Where is our inventory? Why is shipping take 3 days to complete? Why are body rollers being sent out to our customers, when we sell pet supplies?
They refuse to give you a contact that can supply answers

Bottom line, Shipwire does nothing but cause headaches and embarrassment. Their fulfillment fee's may be reasonable but the amount they've cost us in sales, loss of customers (painful public reviews) and just losing inventory all together... they're the MOST EXPENSIVE fulfillment you can go with.

We went with a smaller local fulfiller. The customer service, communication and reliability is a no brainer for an extra .$25 per pick. I've had zero issues since we moved over. Customers are happy with the 2 day priority option for the same price Shipwire offers. Too bad for that rate Shipwire offer 3-5 business days but warn your customers it's more like 5-7 business days. With Shipwire we were NEVER early, and 60% of the time the package arrived late. To make customers happy we would waive their shipping-bleeding money thanks to Shipwire. And when you are finally fed up with dancing with the devil, they will charge a full pick to destroy or remove inventory-ridiculous. $2.85 versus what Amazon charges $.50 per pick to remove... something Shipwire can learn from a company that does fulfillment correctly.

"Not shipping my orders"

I have orders that have been sitting in the LA Warehouse since the 22nd. Despite multiple calls and emails nothing is happening. The Call Center agents cannot (or won't) escalate the issue. They repeat the same old song "I will reach out to the housewares to try and get your orders escalated. I get a different reason from each agent for the lack of activity on my account.
Stay away from this company this is just the latest in a series of train wrecks they have led us into.

11/04/15 - While they are catching up I still have orders outstanding from the 29th of Oct and despite Helga's post have NEVER been contacted by management.

Diana

"WARNING: Shipwire DOES NOT have your back."

(This review was posted on August 18th and removed by Trust Pilot because I linked to an image of a box. I am reposting it because of a new experience as we transition fully from them)

Do not under any circumstances work with this company. They are unprofessional, do not care, and appear to be under a lot of pressure that they can't handle. The ONLY thing I was impressed with was their onboarding. Since then it's been a literal nightmare.

Some issue:
- Orders slow to go out
- Receiving taking over a week
- Items sent carelessly and broken
- Fuzzy policy on insurance
- Customer service gaps, no ownership of case.

Find an alternative.

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Update: The level of absurdity and ineptitude goes up. Management who promises calls back don't.

One manager tells us about insurance on fragile products, we go to add it into a system that has vague language only to find out from another manager that Insurance isn't available on fragile products.

Here's another head scratcher. This fulfillment center doesn't have bubble wrap.

To add, how does anyone packing a fragile product throw it into a box with other fragile products with no protection other than a piece of of paper on top!? Answer: they don't care.

If you have a single, product that isn't fragile these guys might have your back. But as far as a trusted partner goes, they suck and can not be trusted. If you're with them now take a close look at who your "partner" is.

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10/28/15 UPDATE...

We are in the process of transition fully from them.

We asked shipwire to ship all fragile inventory back to us since they were incompetent at professionally shipping the product. We did have other inventory there that we decided to allow to be moved out until it was fully depleted.

The product arrived to our house in a manner indicative of shipwire's consistent lack of care. I have a picture for anyone interested, I'd post it here but truspilot doesn't allow links for some odd reason.

Our last bottles were about to go out and we were excited to wash our hands clean of this joke of a company.

But it seems that they wanted to hand us one last lesson. As I write this they got flooded with orders for another client. And they handled the situation in true Shipwire form:

- Orders placed last week are still sitting in the warehouse
- We were not informed of any delays
- Calls with support get lots of head nodding but no action

I not sure when those orders will go out, what I am sure of is the damage done by Shipwire with our customers.

We had a chat with another fulfillment center who said they regularly get calls from people unhappy with Shipwire and looking for alternatives.

I hope you learn from my lessons and many others posted online. I'd hate to say I told you so...