"Madellyn has a way of making the extremely hard very simple"

Shipwire is a very intimidating system for the average person learn. There is a huge learning curve. To make matters worse shipwire has a terminology that is not easily understood. For instance pick and pack with does that mean to the average person? Put it in the box would more readily be understood.
This lady should be given a project of dumbing it down, making the system simple and easy-to-use. This would also be a cheat sheet.

"Shipwire saved our eCommerce Business!"

The team at Shipwire is a stellar bunch. Having just started our first eCommerce business, they helped us take the pain out of fulfillment and allowed us to focus on our operations and sleep at night. Their staff is knowledgable, helpful, and works with you to make sure you're 110% happy with the experience. I haven't had any complaints from customers!

"Responsive, flexible service"

Shipwire was great when I was first setting up distribution through them. Their prices were competitive, but it was the service that set them apart. We decided to move our fulfillment back in-house because it's so low-volume, so paying a fulfillment house did not make sense for our organization. But by and large, Shipwire was great and I'd recommend them. Their Shopify integration is especially welcome.

"Super responsive and great communicators"

We have used Shipwire for global fulfilment of a high value serialised consumer electronics product. Not only are their web based tools and APIs super easy to use, but they were able to switch to B2C shipping almost instantly (we had intended shipping B2B with a different SKU). Their sales team are super responsive and great communicators, with an excellent 'get it done' attitude.
Having seen first hand their shipping from the customer side I can also confirm that they provide a great customer experience.
I would wholeheartedly recommend them to friends and professional contacts.

"UDATED 4/2016) Shipwire's management needs a remedial course in customer service"

UPDATE APRIL 13, 2016 - HURRAY!! Free from Shipwire! A "Stephen King" chapter in my life has closed.

My eBay account was PERMENANTLY SUSPENDED after Shipwire's system failed to synchronize with eBay, resulting in my cancelling 12 consecutive orders in a 3 day period due to ZERO INVENTORY.

eBay told me that I will NEVER sell on eBay again. I think it's arrogant of them but that's another story. The position of eBay is that "You hired Shipwire to represent you therefore you are ultimately responsible for the results of their action". That was what was told to me by eBay's CS reps.

I waited a year and attempted to open another eBay account and they cross referenced me and said, "Sorry fella. No deal."

During this time, I maintained several thousands of dollars of inventory in Shipwire and continued to pay the monthly fee - up until they sent out a letter stating that anyone spending less than $500 a month in fees would need to remove their inventory or pay the minimum $500 fee.

I attempted to remove my inventory and did two "Special Projects" in mid-March 2016, which were both denied for being the wrong project. A manager who was supposed to call me never did and I was the ping pong ball in a game of ping pong. There are no instructions anywhere on what is the procedure to follow and nothing on the user interface. Anticipating what was about to happen, I modified my billing arrangements to avoid being charged $500 plus storage fees for the next month. Next, I began getting literally an email at exactly 32 minutes after each hour of every day for 16 days to say change my billing information. That is malicious. My inbox was filled with HUNDREDS of emails from Shipwire. Only after making screen shots of all logs as legal evidence and sending email instructions and then issuing a 24-hour ultimatum did I get results. For legal purposes, all communication needs to be done in writing. I basically told the CS rep that the issue needed to be resolved by 5:30 the next day or all of my information gets turned over to my attorney. I had everything ready to go. I was ANGRY. Shipwire tried to get me to change my billing information so that they could charge me $536 plus a removal fee, then they would "issue a refund of the $536". I was born at night, but I wasn't born LAST NIGHT. I refused offered to pay the liquidation fee AFTER they zeroed out my account and add the $37.50 liquidation fee back in. Since I 'could have' resolved everything before the April 1, 2016 deadline were it not for Shipwire's incompetent behavior, I should never have accumulated those fees anyway. All documented evidence supports this. I I informed the Shipwire CS rep that the issue needed to be resolved within the next 3 1/2 hours or my attorney takes over. I did receive an email from a manager, but it was another piece of BS that reads like a political candidate during election year. In the end, once they knew I was DEAD SERIOUS about the lawyer and that I was going to dig deep, deep into their pockets, they they rectified the egregious fees as well as the liquidation fee and closed my account 100% within 15 minutes. In the end, I suffered through an entire period of PURE BRAIN DAMAGE with Shipwire, liquidated valuable inventory that had no real market other than on eBay and wasted my time.

There will probably follow 1 to several 5-star 'glowing reports' on shipwire in an effort to bury the negative. That's often the pattern.

As a former Quality Control Engineer at a large semiconductor factory, I know that a Quality Process is measured by HIGHLY CONSISTENT output. Look at Shipwire's pie chart on reviews. They are anything but consistent. According to my area of expertise, when the quality measurements have wide ranges of variability, then the "process is OUT OF CONTROL" and good quality results are simply a matter of . . . rolling the dice. You are welcome to play poker with Shipwire; I've folded and am out of the game.

Shipwire's management is incompetent and should be fired.

END OF 2016 UPDATE
________________________________________________________

I was shocked on day to find that my shipping costs for a product had more than DOUBLED and that my profit margins on my product, which I sell on ebay with FREE shipping had all but completely evaporated.

I am not in business to break even on product sales and have everyone in the supply chain earn a profit except for me.

I addressed the issue with Madellyn H., the Emerging Business Supervisor, in customer service. She did follow up with me via emails and she did take my calls as I attempted to get a clear answer as to what is going on - and then I received a curious email stating that she considered my cased "resolved".

Since my questions were unanswered and the doubled shipping costs persisted, I didn't consider the issue resolved and stated so in an email and follow up phone calls.

Today, the sales person, Delwin Sancho, fields my calls and informs me of any actions taking place on my behalf. Delwin is a stand up guy. He is 100% responsible, accountable and very polite.

He informed me that someone was looking into the issues that were uncovered and that this person was supposed to get back with me by the end of the day.

That never happened and after 3 days and another request to Delwin that someone call or email me with a status update or at least an "I'm working on this for you" email - NOTHING.

I asked for the name of a management person so that I could escalate the issue and was given the name of Brian Miu; however, his title is, according to a previous email to me, "Senior Sales Representative".

In a recent letter to Brian about my TWO WEEK OLD NON-RESOLVED ISSUE, he failed to respond to even so much as acknowledge my email.

I've just sent a second email 3-4 days later and after being told he internally took action, to at least acknowledge receipt of my email and that something was, in fact being done.

I've been a business owner involved with customer service for over 14 years and have recently begun selling on ebay and Amazon. I understand that consumers have freedom of choice to pick and choose who they give their business to.

When I responded to an Amazon customer outside of a 24 hour time period (I was new to Amazon), I quickly received a follow up email from Amazon and a degradation of my status with Amazon - just for failing to reply to a simple customer email within 24 hours.

That is the competitive business environment we all live in today.

I went with Shipwire because of the OUTSTANDING customer service from Delwin Sancho who went far beyond his job requirements to get me to sign on. I live in China where I source products for my business and I'm 16 hours ahead of him.

Delwin Sancho is who everyone else at Shipwire should be taking customer care lessons from.

If you are looking for a great sales and customer service person for YOUR California company, then .... call Shipwire and ask for ... Delwin Sancho and invite him for an interview. Delwin is rock solid, 100% accountable to his customers.

Regarding the service of Shipwire - IT'S AWESOME when everything is up and running smoothly. I prefer SHIPWIRE over Amazon because I can talk to a real person more easily.

I'm looking forward to having my packing and shipping price issues resolved so that I can resume selling and earning a PROFIT on ebay and Amazon.

If I don't get resolution soon, then I'm going to Amazon's FBA program.

Again - when there isn't an issue - and MOST of the time there isn't - SHIPWIRE'S SERVICE AND EXECUTION ROCKS! I've had 100% customer satisfaction in my two businesses with ebay and Amazon.

Now, Shipwire, we are going into week THREE and I need my problem resolved 100% and I need some people who are working on it to make contact with me to acknowledge that they are doing something.

"Shipwire stepped up and resolved the situation in a manner that meets my very high expectations -- the same level of "We'll fix this now" attitude I give my customers."

Shipwire accidentally sent my customer the wrong SKU. In this case it was a master case (reserved for retailers) instead of the individual product (for consumers).

My stance was the product was now used and could no longer be sold. I could only *hope* the customer would return the product and that I could use them as samples. (Still TBD but not Shipwire's issue).

I was asking that Shipwire simply credit my account for the loss. After a little bit of discussion, Shipwire credited my account for the manufacturing cost of the product . That was all I could ask for and the situation was resolved within an hour.

That's the level of customer service I provide my customers, so it was good to see Shipwire provide me that kind of excellent service as well.

"Shipwire opinion after a year of use."

I've been a shipwire customer for over a year now and wanted to share my opinion and thoughts. Overall I've been super pleased with Shipwire and they have helped me work through a few special situations with minimal headache. Do the systems and sub contracted warehouses work flawlessly? Of course not but I can't think of anything that does in business. I can say that I have worked with around 7-8 or the customer reps on various order issues and special projects and everyone has been good about listening and helping me resolve any issues. I plan on continuing and growng my business with Shipwire to handle the logistics and shipping of orders so I can focus on growing my business. Hopefully they will open up new contracts with a few warehouses down in the southeastern US soon. Overall I'm happy, my customers are happy, and I look forward to many more year of letting Shipwire handle and the storage, shipping, and handling of my orders.
-Chadwick

"Great service, great company"

I worked with Shipwire to fulfill hundreds of Kickstarter orders that needed to be shipped all over the world. My contact at Shipwire, John Suh, was incredibly knowledgeable and helpful. We went from a company with no experience in international distribution to a company with hundreds of satisfied customers in dozens of countries. Highly recommended!

"Very proactive and helpful customer service!"

Our company has been using Shipwire for awhile now and their services are excellent! They are very reliable in delivering our products on time too al parts of North America. Whenver I have an issue, I know I can count on our representative Crystal to get back to us with in a timely manner with a good solution to our problem.

"Very Helpful, Great service"

Every single time I have contacted Shipwire so far the staff members on the other end have been knowledgeable and more than helpful.
On more than one occasion they've even followed up the next day, or made a point of putting my more unusual requests/issues on the team's weekly meeting agenda, then gotten back to me with a proposed solution or idea for an addition to Shipwire's services in future.

I find Shipwire to be friendly, efficient, and very understanding of Business Owners needs. The kind of customised, flexible, personal service they offer is exactly why I choose to use their fulfillment services for all my companies instead of some massive, uncaring corporation (like Amazon) who prove time and time again that they have very little flexibility or concern for individual small business owners.

A+++ Highly recommended