ShipHero Avis 609

Terrible customer service experience would not recommend this software to anyone. I havent had a customer service rep check in with me for over two years. Customer service request take constant follow ups to get anything done. Their shipping rates are also not accurate and do not reflect what your carrier is actually quoting you which causes you to miss out on 1000s if you are trying to rate shop. When i found this out I had to work with fedex my self to get 1 of the carriers fixed for all shiphero users.

We have used ShipHero for a few years now. When i sit back and think "gee if I was do design my own WMS exactly the way I want it, what would it look like?" I think it would be exactly what ShipHero is. It does everything we want, then it gave us more features we did not even think of. We are very happy we selected ShipHero as our WMS.

We’ve used a lot of warehouse tools over the years, and ShipHero stands out as one of the few platforms that’s clearly built by people who actually understand fulfillment at scale.

What separates ShipHero is how operationally thoughtful it is. The picking and packing workflows, batching logic, inventory controls, and error-reduction features aren’t fluff — they’re designed for speed, accuracy, and accountability. Once properly configured, it forces discipline into your warehouse in a way spreadsheets and lighter WMS tools simply can’t.

The system scales with you. As volume grows, ShipHero doesn’t break — it gets more valuable. We’ve been able to build repeatable processes, real KPIs, and clear ownership across our team, which has directly improved fulfillment speed and reduced costly mistakes.

Support has also been solid. When issues come up, the team understands warehouse reality and doesn’t give generic SaaS answers. That matters when orders are moving in real time.

ShipHero isn’t the cheapest option — and that’s a good thing. It’s not meant for early-stage brands that want shortcuts. It’s for operators who care about precision, scalability, and building a warehouse that can handle serious growth.

If you’re running meaningful volume and want a WMS that brings structure instead of chaos, ShipHero is absolutely worth it.

Two of my favorite support agents: Tolya P. and Maria J.

They go above and beyond to answer my (sometimes inane) questions with patience, friendliness, knowledge, and clear steps to take.

I also love our CSM, Collin K. He's knowledgeable, professional, and friendly. He takes time every week to check on our support tickets to make sure they're being answered and that we're satisfied with Shiphero (we are.)

The support team is polite and helpful, and the quality of assistance is generally good. However, the response times are unreasonably long.

It often takes several days, sometimes up to five, just to receive the first reply. For more complex issues, the entire process can stretch into several weeks without any updates on progress. Even smaller requests can take days or weeks to resolve, which makes the experience frustrating and inefficient.

While I appreciate the professionalism of the support agents, the overall turnaround time is unacceptable and needs significant improvement.

Great concept, not so great support.

The idea of how ShipHero operates for picking and packing is really great. However, the customer service and support outside of the US, in the UK for example is greatly lacking. There is only an account manager for the whole of Europe. General ticketing support is very slow when there is a critical issue.

There are some limitations regarding stock syncing to stores and data imports too.

ShipHero still has a long way to go. The support outside the USA REALLY needs to be looked at as a matter of urgency. You really need to step it up as it feels like the USA is important and other territories are second best.

ShipHero really need to invest in more staff to assist in the UK and Europe.

All the ShipHero team is providing a great service to us (ClearShip Fulfillment). We love to work with Cathy, Maria and the rest of the team.

Thanks to ShipHero we can be able to scale our business.

Always so patient and helpful!

Get Emi a raise. They deserve it.

We had a good run with Ship Hero. In 2023 they changed their pricing model towards bigger clients and we had to move but we had a good experience. Due to a miscommunication, we did not realize that the higher monthly fees were being charged on our account until 6 months after the fact, the customer support of Ship Hero was very understanding of our specific situation and refunded those fees at the moment of closing our account. I would recommend Ship Hero to any e-commerce business whose volume justifies the monthly tech fee.

Great customer service - tickets were addressed promptly with friendly staff - Thank you Carlos!

Fernanda was very prompt in her responses and helped me out a lot with questions that I had.

We accidentally sent a bunch of merchandise to a Shiphero warehouse (nevermind how: it happened). Most warehouses are pretty opaque, especially if you are not a client. I'm also used to the "delay and discourage" customer service of Amazon. What a pleasant surprise I was in for with Shiphero!
They responded immediately to my email, told they had found the packages and worked with me to immediately send them back to my warehouse in the USA (from Canada). They were polite, upbeat and efficient. They were real people with real names that were actually in close touch with the warehouse. This is the kind of customer service I had forgotten existed.

Marcelo is very responsive and helpful.

Carlos is an amazing customer support rep. who helped me with every request.

It was awesome getting responses back very quickly and feeling the genuine interest of the support team. Tomas was great and even after solving the issue he messaged me back to make sure my issues was solved.

Fernanda is super helpful in resolving carrier claims issues that arise from ShipHero issues. She is quick and concise and is helpful in getting us our $$ back when ShipHero makes an error.

Marce was fast, clear and very helpful. Did everything I needed in a timely manner.