Our most popular product suddenly disappeared from our stock, and we're not being given any solid information or timeline for what they'll be doing to locate our lost stock. Not possible to speak to anyone that's actually on site at the warehouse where our stock went missing, and it sounds like customer service can't effectively get in touch with them either. We're now left with backorders (and no way to fulfill them in any sort of timely manner), plus a loss of sales.
Customer service has been polite but completely ineffective. Icing on the cake is that every time we call to follow up, our customer service representative's phone has a problem where we can't hear her for lengths at a time, and she is constantly having to repeat herself while we try to piece together what she's saying. Extremely frustrating.
The whole process has been annoying and frustrating, and this is our third day dealing with it with no results to speak of. Our first attempt at contacting customer service to report the issue, we were given a case number and never received a response back; we called to follow up ourselves, and they couldn't even find that case number. So we started again and are assured we will be updated whenever they have any information, but there's never any information for them to give.
All we want to hear is an explanation of what they're doing to locate our lost products, but as customer service seems to be unable to reach the warehouse even themselves (or if they are they're not receiving any meaningful response to share with us), we are at a standstill. They keep assuring us that they will "continue" to look for our missing products, but there is no indication that any actual attempts have been made to look in the first place.
Customer service supervisor's response is to refer us to their 1.5% inventory shrinkage allowance in their TOS (though the quantity we're missing is more than 1.5%) and to suggest that we send them MORE stock so they can continue to fulfill the backorders and future orders.
Total nightmare. Shipwire had better service before they were bought by IngramMicro. We've been using them for several years; their prices have gone up and their service has gotten worse. This isn't the first time we've had stock go missing, nor the second, but this is the first time we've been so dissatisfied with the lack of communication around the actions being taken to resolve this problem. Very disappointing.
Review by Tennay Hostrup1 month ago
I agree with the reviewers who have rated this company very poor. I am a small independent business and Shipwire has lost me thousands of dollars worth of goods and literally dozens of hours trying to sort out mistakes on their part, missed inventory, lost inventory, etc. They take days a time to reply to urgent queries. Please take the time to look elsewhere for your fulfilment needs!
Review by Customerliegh2 months ago
PLEASE!! do not use Shipwire! Please be aware that the positive reviews that were recently posted appear to be fake and are stacked on top of real reviews. This company is at best terribly disorganized and will lose your inventory and charge you for services not rendered. This company at worst is dishonest and kind of a scam. It's true they offer real storage and shipping services, but it seems that all their hidden policies and ) customer service allows them to do anything they want once they possess your inventory. You literally lose all control over your products. This also subjects you to their billing which can include all kinds of hidden fees. As previous reviewers have mentioned, you cannot get anyone to actually help you. This company was good about 8 years ago and then slowly seemed to degrade over time. Our company has been trying to close our account, and retrieve inventory for months with 0 results. Unfortunately it seems like a positive experience with this company may be impossible at this point. I have dealt with other 3rd party shippers and can truly say these guys are by far the worst!!
Review by Cosbo2 months ago
Shipwire is the best! One of the best company I have ever worked with! Keep it up!
Review by Clairmarie2 months ago
Thank you for your help.
Review by PremR3 months ago
Beats other fulfillment options in many ways (but not all...e.g. international shipping rate is too high)
Review by Exmoor3 months ago
After my last review I can say our experience has not improved. The systems of Shipwire are so terrible they are unable to sync stocks as it sells. We experience up to 30 out of stocks a day. They have been working on a solution for 6 months and yet have no solution.
If you want terrible customer feedback, a loss of profit and sales and terrible communication go ahead and use this company. Otherwise avoid at all costs!
Review by Tsvety3 months ago
Jessica's team was able to execute on the requested work order and get it finished as planned with no issues. Also able to react to my request to get it finished earlier so we can could have the product available for shipping as soon as possible due to some back orders from being out of stock due to the work order.
Review by Pres Pacyod4 months ago
After many years of poor service and inflated prices, we decided to move our third-party fulfilment to another company.
We paid thousands of dollars to have our ShipWire inventory returned, only to find that 95% of the units were 'melted' - having been stored at extreme temperatures at the ShipWire warehouses.
Avoid this awful company at all costs.
Review by Hsar4 months ago
Awful business, do not use. We started using Shipwire years ago, before it was bought by Ingram Micro. Since then, prices climbed, minimum fees applied. Their customer service was responsive, however it was incompetent to say the least. We lost thousands of dollars from using their services.
They shut down the UK warehouse and told us they wouldn't pay for any of the costs of moving our stock to another country and we had only a few weeks to move the stock, which costs us thousands! We moved some stock to Amazon fulfilment and shipwire charged us over $200 for sticking 6 Amazon labels onto the boxes.
Shipwire's fulfilment is slow and all our customers started complaining about the extended delivery times. Shipwire often puts holds on shipments for no particular reasons and we have to follow up with Shipwire many times before these held shipments are released.
It cost us thousands to remove our products from their warehouses, but we eventually closed off our account with them and have been extremely happy since, shipping our products from our own warehouse in Australia. It ends up costing less to warehouse ourselves and use our own staff. We are now fast shippers and reliable.
Do not use Shipwire, you will regret it. We did, for years.
Review by Bafford4 months ago
Great team who's always looking out for us. Whenever I talk with fellow businessmen and businesswomen I always highly recommend Shipwire due to their reliability, quality of service and intuitive interface. We've been with them since 2014 and will hopefully stay for years to come.
Review by Rojyar4 months ago
Reliable and well oiled 3PL partner. Has done a great job scaling the service in line with our needs and growth. Solid technology platform that makes all integrations & day to day management a breeze and fully self-service.
Review by Hertistine4 months ago
I would advise anyone to stay away from using Shipwire.
Since they have been taken over by Ingram Micro they are impossible to deal with.
This year they have cost our business 100 GBP in lost sales. A few of the issues experienced:
1. They moved warehouse and took us off line over the busiest time of year. They gave us only 10 days notice they were going to do this.
2. They have out of stock orders which should be impossible given they out the intake on the system. At times we have seen 20% off orders not being able to be fullfilled.
3. When they have an out of stock they do. Or inform us for up to 5 days.
4. The time they take to process stock can be in excess of 10 days AFTER they receipt it.
5. The customer care team try and help but they cannot seem to actually solve anything. They simply send emails back saying the warehouse will not respond to us.
Shipwire will do their very best to put you out of business. Avoid it at all costs!
Review by OlbasBucket4 months ago
Always the best experience with Shipwire and Jessica Sanchez! She is truly an extension of our team and we couldn't do it without her!
Review by Carrei5 months ago
I have been using Shipwire for 5 years (frankly out of a lack of better options) for periphery markets - we migrated to better providers for our core markets years ago. They have the advantage of being cheap, and when they work, they work reasonably well.
I have to say however that a flawed initial concept (separating the platform and support from the warehouse, but trying to make them seem 'as one' is a fatal flaw) has got worse and worse the more it has been integrated into Ingram Micro. The service levels have got worse (I didn't realise that was possible) and worse over time, with the two latest examples being particularly impressive:
'We are closing X warehouse - you have 7 days to ship out all your stock or we will destroy it.'
'We need you to update your payment details (not changed in 5 years) as payments have failed....oh it turns out we broke our payment processor and are taking weeks to fix it, but we will block all your shipments whilst we faff about'
Fortunately new providers are coming online in even our periphery markets so it looks like a change is ahead...
Review by Kalyt5 months ago
The new owner seems to be... too big to take care of ALL his customers.
Review by Mohaned6 months ago
Shipwire is absolutely terrible. If I could give them 0 stars I would. Use them, only if you want to go broke. They continuously screwed up our orders sending stock to the wrong cities all across America . (and I'm talking semi-trailers full of stock that they've mucked up), dropped a large pellet of our goods and didn't tell us until 3 of our customers complained. We then had to PAY to get them to do a check of the pellets they dropped and had no compensation because we hadn't purchased additional "in-warehouse" insurance through Shipwire. And customer service do not reply and go in circles. You've been Warned!!! DO NOT USE!!!
Review by Quinnalin8 months ago
These guys shouldn't be in the fulfillment industry. I'm shocked they haven't been sued out of business. I bet they will have to change their name soon to continue to scam new customers to sign up.
FIRST, realize this. THEY ARE NOT A FULFILLMENT COMPANY. They are a IT company. They source out all fulfillment to 3rd party warehouses. This is why the customer service is so horrible and takes forever. They have to contact the warehouse and try to get answers.
Stay away is all I can say. If you are stuck there and can't get any help ask for the ONSITE contact person's info. They seem to know whats going on more than anyone.
Review by Rtoledo8 months ago
SHITWIRE SHITWIRE SHITWIRE
A painful frustrating and very expensive mistake, need I say anymore ! Ten years with this company putting up with their many mistakes and lost inventory. They made mistakes we didn’t even know was possible. They will adjust your inventory without consultation, they will ship whole cartons when only one item should ship. They will double ship orders and you will only know when an honest customer calls to let you know. The not so honest customers will ask to return the free one and look for a refund. Now you not only lost stock you’ve also lost the sale. When the item is returned Shipwire will tell you it’s damaged and not fit of resale. You can’t trust this company. You will never know what your true inventory level is. They say normal attrition rates on stock due to human error is 0.2%, I can tell you in our case it was closer to 30%. They will cancel your orders and send you a very annoying email saying they could not pick the item, expected ONE found ZERO. I called their support after they cancelled 20 orders and I could hear other support staff in the background laughing about customers issues, like they were having a competition to see who could frustrate customers the most. Then when they introduced the LTS fee they sent an estimate which was just totally off. Their IT system seems to be totally disconnected from reality. They were trying to charging around $5,000.00 for stock we didn’t have, it didn’t reflect our inventory levels in any way, they just didn’t have a clue what they were doing and had no care for the stress this was causing customers.
This has been a very expensive mistake, we lost sales, we lost product, we lost customers, we almost lost our business. I finally had enough and asked Shipwire to make the stock ready to exit the warehouse, I was told it would take between five to ten working days to complete. Four months it took them to load five pallets. They over charged for everything, fifteen hours to pack up five pallets and they made us wait four months and tried to charge the $500 minimum fee, they even messed up on the final exit order. Shitwire Shipwire was our worst mistake, it’s cost a lot to put this sad sorry and painful mess behind us but I am very much relieved to be away from these sharks, they will eat you, eat your stock, eat your money with no regard for you or your business. STAY AWAY, STAY AWAY, STAY AWAY.
Review by JonnyGrim9 months ago
Do not do business with these guys! What they do is bill you far in excess of what you have agreed, then hold your stock until it is paid, THEN charge you exorbitant fees to remove your own stock (so essentially hold you to ransom). Customer service just closes any complaints without replying and phone calls go nowhere. I know of MANY business in the same situation as me who are forced to pay them or just go broke.
Review by Tummesj11 months ago
(Shitwire) is so bad that i wouldn't even recommend them to my worst enemy. They have Hellen Keller & Stevie Wonder working in there facility. The CEO of ShiPwire should be put in jail for 1,000 felony counts of grand theft. Ive spent hours on the phone with them nothing was achieved. The only thing that they have done is raised my blood pressure. STAY AWAY!!!!!!!!
Review by Elyor Petlack11 months ago
If you are researching because you are thinking of doing business with Shipwire, you are on the right track... keep researching and you'll see thousands of stories of their shameful and utterly disgusting business practices.
Unfortunately if you are reading this then you are probably already working with them. You probably can't believe their level of stupidity and that you now have to find a way out. What they are doing is seriously criminal and I can't believe they are able to carry on doing business. We have threads and threads of emails back and forth for months just to get a simple action taken. On top of this they are overpriced. They will not save you money or time and in fact you will have to hire an employee just to deal with them. They have even implemented a "long term storage' fee for any item that sits in their warehouse for over 6 months and 1 year. Which means if you are a seasonal business you cannot afford them. We paid them over 15k a year for storage and their ' long term storage fee' would have added an extra 28k per year to our bill.
Good luck if you are already with them. Oh and when you do decide to leave, they will ruin your products on the way out. Just a heads up.
I leave you with an actual quote from Shipwire when confronted about sending a tiny, flat product in a 30" x 20" x 20" box. : "we never tell anyone that our pickers use their brains or judgement"
Review by Coreen11 months ago
Shipwire (Ingram parent company) is the MOST UNETHICAL, UNORGANIZED, MISTAKE RIDDLED company I've ever worked with. Do not for one minute trust them. When they make a mistake, which is weekly, you have to stay on them (full-time job) to even remotely resolve. Guess, what they never do. They just take your money, lose your inventory, and if you don't pay them....guess what....they hold your inventory hostage. I understand this market is a tough one but these guys bring it to a whole new level of awfulness. DO NOT USE THEM OR THEY'LL RUN YOU OUT OF BUSINESS BECAUSE OF THEIR MISTAKES. NOT MAKING THIS UP.....SO BAD.
Review by Mog11 months ago
Shipwire is the worst company we have ever had to deal with. They shipped so many wrong items. Our inventory count would be there one day and the next gone when we didn't ship anything that day. They checked our inventory in wrong and all our counts are off and then want to do a cycle count which will make us stop shipping during that time and that could last a week or more. My orders aren't tracking for up to a week sometimes and our customers are angry and Shipwire blames it on Fed Ex. I called Fed Ex and they said there is no way they are missing that many items scanned. A month ago we were told we will have to pay Long Term Storage Fees at over $11,000!! Out of nowhere. We are a small company and cannot pay. We pay storage every month for 7 years and now they want to charge long term storage fees on top? I am seeking the advice of an attorney right away. They have literally driven us out of business. We are liquidating all our stock as we speak. We have an east coast warehouse that has NEVER had any of the problems we have had with Shipwire. In my opinion this company needs to be closed down. Maybe a class action law suite?? Anyone interested??
Review by Ilysha11 months ago
I would not use this company to ship Dog poop. If you even consider this company, you should have your head examined.
The took money from my account without authorization and it took 6 months to get my money back
I have been working on getting my inventory removed from their warehouse for 9 months and still waiting.