Shipwire
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Instantly connect your online stores or marketplaces to our global fulfillment centers around the world. Let Shipwire automatically rate and route your orders for optimal fulfillment.
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Reviews 170
TB
Dec 31,2014Want your goods held hostage until you pay? Shipwire is your company. As another review said, turn the other way and run. Customer service is great when signing up, pray you have no problems. A few things experienced: 1. Incompetent customer service. Promised dates ignored. Promised call back not given. Escalation up and up through the ranks to finally get some that gets something done. 2. Hidden fees. $.75 extra charge to ship USPS. They want you to purchase overpriced FedEx rates so they can get a kickback. 3. Incorrect shipping prices. I know what it costs to ship my various goods. Shipwire will be an average of $1 more than that, plus the $.75 extra charge using USPS. 4. Goods held hostage. Basically forced to pay whatever they determine to close out. Wild swings in account charges to exit goods. Random new charges showing up. 5. Often late shipments. I was not even on a very high volume plan, and several times a month shipping is not done within the normal window. Use Amazon FBA, don't wast your time and money with this company.
Evan Lane
Dec 15,2014We have been with Shipwire for 3 years now. There have definitely been hiccups with over and under shipments of skus. It is frustrating not having the ability to touch and feel your own inventory, having to create costly special projects that you could have done cheap yourself. I have also had delays getting an incoming shipment into inventory in a timely manner as bragged about in their testimonials. With all that said, whenever I have the pleasure of working with account manager Poonam Ram to work through these issues, she has safely navigated me through the logistical nightmare of logistics. Thanks Poonam!
Adam Kornfield
Nov 20,2014Shipwire is an excellent service, and our representative Poonam Ram is an absolute godsend. She helped us sort out an issue quickly and efficiently, almost as if it never happened. She was responsive, helpful, and intuitive. As long as we have Poonam around, or someone like her, I absolutely recommend Shipwire to the fullest.
Angela McGeachie-Hendry
Nov 11,2014As a startup venturing into exporting you can always run into the unknown. When we selected Shipwire we didn't realize how much we had to learn about outside fulfillment. We got into sticky situation that was based on misunderstandings on both of our sides. Not only did Samuel and his team take ownership but he stayed on top of things, provided valuable information and kept an open line of communication. We asked questions that were beyond his departments scope and he still helped us find the answers we were looking for. He and his team realized and appreciated that our business was dependent on their service to deliver on our promises to our clients. Customer Service is instrumental to our product and Shipwire has not only met but have exceeded our expectations for their dedication to customer service and problem resolution. Kudos to you all and keep up the fantastic work!
Jonathan
Nov 02,2014It was with high hopes of professional pick & pack & fulfillment that I signed on with Shipwire in 2010. They appeared professional and receptive and responsive. I visited their LA warehouse (since moved) and felt confident they would be able to fulfill B2B orders. During the 3 years I worked with Shipwire, their customer service went from ok to poor, their fulfillment accuracy went from correct to terrible. They lost a considerable amount of product that "went missing". Every inventory count was a waste of my time and the results were worse than useless as the next count "found" product that had been lost previously. I have a running list of orders that were filled incorrectly, and those are only the ones that my customers identified as short or over-shipped. Dealing with customer service and then having them contact the warehouse was inefficient, and most times, frustrating. Emails and calls to upper management remain unanswered. Some of their staff tried to be helpful but many were simply incompetent. Extracting my company from Shipwire was a 6-month ordeal and I am finally sleeping well at night knowing that I will never need to deal with this company again. If I can warn just one other brand not to get involved with Shipwire, this review will be worth it. Am I bitter? Yes. They wasted hours of my time, lost hundreds of dollars of my product, and jeopardized my customer's loyalty with slipshod fulfillment practices. While Shipwire appears to offer great worldwide presence and the potential to store and ship from many locations, I urge extreme caution that my problems will be multiplied with each warehouse you deal with. It's not worth the nightmare. Find a local dedicated fulfillment company that cares about individual customers and where you can go and see your product if needed and where you can actually speak with people at the warehouse. Their website is great and user interface very good, but beyond that front, Shipwire is terrible.
Luis
Oct 23,2014The first moment you sign up for Shipwire, it is an awesome experience. A rep calls you within 2 mins to welcome you. Then you have webminars that you can attend to learn the basics... but that's just as good as it gets. After that, you are pretty much on your own. Good luck contacting costumer service. They know nothing. All they can do is to notify your sales rep about any issues, but the problem is, your sales rep never returns the call! So you call back again, then they say that they will write a "ticket" for the technicians to look into your question, but the problem here (again), is that they never call you back either. So up to this date, I'm still waiting for any one from Shipwire to call me. By the way, I also email customer service to give me their manager or Senior Sales Rep contact info, but they gave me nothing. This is because they know how horrible of a job they are doing! They don't want their higher ups to know. AVOID SHIPWIRE AT ALL COST IF YOU CAN!!
Nick Johnson
Oct 06,2014I first considered a fulfillment service when I ran my first kickstarter, and ended up with over 350 orders to ship to customers around the world. After an extremely disappointing experience with FBA, I switched to shipwire, and am glad I did. They've consistently provided good service and quick responses to any issues, and integration with them - both via spreadsheet and via API code I wrote myself - has been painless. I'm now using shipwire for all my ongoing fulfillment, which as turned receiving a new order from an internal "oh god, another one to send" into a single click of a button.
Dave
Aug 14,2014Shipwire used to suck. Shipwire sucks now. Shipwire will suck in the future. Shipwire will always suck.
Nicolai Bech
May 23,2014Shipwire does a great job of helping us out whenever we have problems with shipments.
Michael Yaccarino
May 23,2014Shipwire 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.
Boris
May 09,2014The 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!
Michael Nolan
May 08,2014Shipwire 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.
Rob
May 01,2014We 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.
Rocky
Apr 26,2014UPDATE 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.
james
Apr 25,2014Shipwire 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.
Chadwick
Apr 16,2014I'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
Chase
Apr 15,2014I 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!
Alex
Apr 02,2014Our 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.
Zac Borrowdale
Apr 02,2014Every 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
Crystal Candyuk
Jan 12,2015Thankyou Shipwire especially Poonam Ram. She is the account manager who has gone beyond the extra mile to ensure I stay with Shipwire. Promote this person to Account Executive; she has surpassed her previous 5 colleagues. All problems have been sorted out and I am one very happy loyal customer! Andy Cleaver