LVK Logistics

Where to start....As a small business owner, I am usually reluctant to resort to public platforms for expressing disappointment. However, after an unending barrage of challenges with ShipHero, I feel compelled to share our experience, and hopefully save others from similar frustration. Our ordeal began with a constant need to contact customer support, approximately 2-3 times a week due to recurring issues. Their sluggish response rate is only exacerbated by their knack for providing ambiguous, often irrelevant replies that don't resolve the issue. This futile correspondence cycle has become the norm rather than the exception and ends up taking up the majority of our time. But beyond their poor service is their blatant disregard for our inventory. Moving it without notifying us and as a result losing it. Despite us providing ample evidence that they are responsible, ShipHero has consistently failed to reimburse us for numerous lost items, resulting in protracted discussions that remain unresolved. Shipping prices quoted by ShipHero are frankly outrageous. We were initially led to believe that these charges were an unfortunate repercussion of the ongoing pandemic and subsequent carrier rate hikes. However, our experience suggests otherwise. For "Special Projects", which involve larger shipments, we were continually subjected to inflated quotes, with reassurances that they offer the best market rates. On a recent occasion, when I arranged FedEx pick-up independently, the cost was a staggering 60% less than ShipHero's quote. This overcharging under the pretense of carrier rates is not only dishonest but reprehensible. The latest blow from ShipHero has been an unanticipated, ongoing monthly "tech fee" of $500, imposed on smaller companies like ours. It was announced in an email (buried under bullet point 4) less than a month before they charged us. Coupled with the ultimatum of 'like it or leave', it's a clear indicator of their scant regard for client welfare and survival. Their customer service can best be described as dismal, with an apparent penchant for crafting rules on-the-go, fair warning or consideration for their clients. The abundance of one-star reviews is a testament to a steady downward trajectory, further cementing their untrustworthiness. Regrettably, we are tethered to ShipHero due to our extensive automations and existing stock. However, for those seeking a reliable 3PL partner, I would URGE you to look elsewhere! The tarnish on ShipHero's reputation is not without reason, and their service has proven to be more of a liability than an asset. ShipHero needs to take note of these experiences and implement drastic changes, lest they continue to hemorrhage their clientele and reputation. Show more

Emotionally drained dealing with this company. I will keep it simple. Overcharging by MASSIVE amounts (incorrect ship weights, like 2-10x higher), lost and missing inventory, late shipments all the time, lots of lost packages never scanned. Show more

What its like working with ShipHero. -> Imagine being stress out about shipping tons of orders everyday > hiring an employee for help -> their rates are low, onboarding is easy -> sales agent are somewhat nice -> you sign up. As soon as they start shipping orders -> everything changes -> now the only contact you have with someone at the company is via email and also they live in South America -> absolutely nothing ships out on time -> and they literally do the opposite of everything single thing you tell them to do -> your customers start to notice the drastic change -> your business is impacted in a negative way ->and you almost lose everything that you've worked so hard to build -> that's what it's like working with ShipHero. Reasons Why NOT to hire ShipHero: Reason #1 Black Friday orders shipped out 4 weeks after orders were placed. Basically, Black Friday orders didn't ship until the day before Christmas. Reason #2 You don't have a dedicated account rep if something goes wrong. There's no one you can directly speak with. Only customer service reps who are stationed in South America and don't have feet on the ground at the actual warehouse. Reason #3 You are solely responsible for lost items, items not delivered, items stolen, items that get lost in transit leaving SH, when SH makes errors in shipping, no scans ect. If your item ships - and it it not delivered to your customer - YOU have to pay this - there is no filling a claim or SH reimbursing you. Reason #5 SH makes it basically impossible to remove your inventory from their warehouses. Mostly due their policy of, "load balancing". Basically, SH forces your inventory to be shipped to several other warehouse. This could potential increase the chances for lost inventory and it can also cause delays in shipping. You have NO option to opt. out of this. Also, they don't mention this in the initial onboarding call. How Load balancing negatively effects your brand/ business: So, basically SH forces you to allocated your inventory to multiple warehouse all over the US which forces them to ship orders from different warehouses. Its all good until SH takes it upon themselves to, "SPLIT SHIP" your orders. Meaning customers will place 1 order, but receive 5 different shipments from the warehouse at different times through out the month - which leave a very confusing shopping experience for the customer. Some customers feel like they are being scammed, some feel like you forgot to ship the rest of their order. SH takes it upon themselves to make this decision for your brand - you don't realize that it's happening until tons of customers are emailing you their concerns. If you refuse to load balance and only keep your inventory at 1 warehouse location - they will up charge you 5% per order. Reason #7 It's impossible to remove inventory once they've shipped all your inventory all over the US. I've been trying to remove my inventory from SH for about 1 month now, and I'm constantly going back and forth with CS reps and getting no where. Today is March 1st, and SH has yet to release my inventory. Inventory Update: After 3 weeks of going back and forth with CS via email ( literally like 100 emails ) - SH has informed me the that have in fact mistakenly thrown part of my inventory in their dumpster, smh - I can't make this stuff up. So anyways, above is a small preview of what to expect when you hire ShipHero. Show more

We've worked with ShipHero for over 2 years and had a great experience for the first 1-1.5 years. Over the past 6 months things have gone downhill FAST. Reading the other recent reviews, it's clear we are not the only ones having these issues. Impossible to reach support (no more chat feature or phone number), orders taking weeks to ship out, losing our inventory (currently almost 1,000 units of our inventory is unaccounted for and they have no idea where it is, it has been over a month since this issue started and still no resolution), using bizarre unknown shipping carriers, our "account manager" never responds to emails, and so much more. We're a small company and they've forced us to split our inventory into 4 different locations due to "load balancing" which is causing tons of split shipments and delays, it doesn't make any sense for a company of our size to be split into this many warehouses. Also potential damage/loss due to our inventory being in transit much more than necessary. Most recently we needed a special project performed, their special project coordinator confirmed they could do it in early November and said they started working on it, then over 6 weeks later told us they can't do it and are refusing to do it. We offered to hire someone to go in and do it, but they said the only option is to ship it out to a third party, then ship it back. Which is not realistic as there is no third party who can do this besides another fulfillment company. This is something we need done in order to continue doing business, so we're now being forced to look at other fulfillment options (so far we've found 5 that are all willing to do the project for us). Shiphero does not care and clearly does not value us as a long term client whatsoever. It's just super unfortunate since everything was so smooth for that first year and now it's destroying our business. We're getting countless customer complaints daily due to the shipping delays and split shipments, and it's been extremely damaging to our business. Stay FAR AWAY if you are a small business looking for a reliable fulfillment partner. Show more

Close to the worst out there. If you ship anything larger than a cubic foot, you are charged Dimensional Weight BUT ShipHero won't tell you what that cost is until after the items ships! There's no easy way to bill that cost to the customer, so customer-paid rates are unusable. There is no real time shipping calculator at checkout and ShipHero only provides you a rate table for non-dimensional rate (don't fall for their zone pricing pitch! it's not Dimensional Weight!), so you have no idea of the costs until after an order ships. We asked for DIM pricing and the box sizes that SH uses and were told to download our historical purchases to figure out the box sizes and pricing ourselves! Oof. That's like saying "work with us and we won't tell you how much we cost until we bill your credit card! Surprise!" Zero effort to help us know what we have to pay. Hardly a transparent partner working to keep our business. Oh, and no account manager, no phone number to call, takes days/weeks on getting service ticket responses, and orders that are SLA'd to be fulfilled in 3 days are taking 3 weeks to be fulfilled. Show more