MARION Maternity

Serious Risk to Inventory and Brand; Proceed with Extreme Caution. We had a deeply damaging experience working with ShipRelay as our 3PL over about 18 months. I’m sharing this so other founders can make an informed decision. Inventory we sent to ShipRelay in clean, sellable condition was later returned to us dirty, damaged, and in many cases unsellable. Packaging was torn or destroyed, garments arrived soiled, and basic quality-control steps appeared not to be followed. These issues weren’t isolated. We documented them through customer complaints, internal test orders, and extensive photos. When we raised concerns, we were given multiple, changing explanations for the same damage, without documentation provided at the time that clearly supported those explanations. When we decided we had no choice but to exit and retrieve our inventory, the process became extremely difficult: shipments were delayed, transfer orders were canceled and re-created without our request, and billing became confusing to reconcile, including charges for labor that we did not request, storage fees that appeared after inventory had already been moved out, and other costs that were applied without clear explanation or itemization, only general charges listed on the customer portal. We repeatedly requested clear, itemized explanations in writing and did not receive them. We were also surprised to be presented with several thousand dollars in onboarding-related charges more than a year after onboarding, and only once we were trying to leave. These fees had never been invoiced or itemized during our time working together. In the end, we were forced to bring fulfillment back in-house at significant cost to protect our customers and our brand. Because of delays (for which we were given shifting explanations), a large portion of our inventory was unavailable for sale through BFCM and the peak holiday season. This is something no small business can afford. When we did finally receive the last bulk shipment of our inventory nearly two months after initiating the transfer, significant inventory was missing, and we documented substantial additional inventory damage. Packing slips we received reflected higher inventory quantities than what actually arrived. The financial and operational impact on our business was severe. Based on our internal records, we estimate the total impact exceeded $100,000, including damaged/unsellable inventory, lost sales during peak season, emergency fulfillment transition costs, time spent correcting issues that arose while our inventory was in their care, and return inventory that we were told would not be released until additional, disputed charges were paid (this inventory has not been returned to date). To date, we have not been able to reach a resolution or accountability with ShipRelay despite providing extensive documentation. It has been genuinely disheartening. The good news is that once we took fulfillment back in-house, the quality issues stopped and our customer satisfaction feedback has recovered quickly. A 3PL has enormous control over your inventory, customer experience, and cash flow. Based on our experience, ShipRelay did not operate with the level of transparency and accountability we believe is required when serious issues arise. We strongly recommend other brands proceed with extreme caution.

Great customer service with helpful instructions when we were stuck on part of the sign-up process!

Amazing! The app works well and the team is very helpful. Junessa especially went above and beyond today to literally build a custom offer to limit returns for me. She spent much more time than I would have expected and created something absolutely perfect for my site. Thank you, Junessa! You have made me a loyal customer. :) -Joy

Great customer service! Abby was super helpful and quick to respond, and her suggestions were all spot-on.

I previously wrote a review of my experience with Randy, and am adding based on my experience working with Chloe just now. I have consistently had an outstanding experience with the PageFly staff. They just go above and beyond to ensure I have what I need, making videos and providing great explanations with step-by-step instructions. I've never experienced better customers service. I'd give them 6 stars if that was an option. As a non-tech person, I was thrilled by the customer service I experienced with Randy at PageFly, who went above and beyond to ensure that my questions were answered and that my site was working well. He probably saved me 20-40 hours of work with his thorough responses, helpful suggestions, and video step-by-step instructions. Thank you, Randy!

Awesome service and very user friendly! I like the feature options and everything feels very intuitive.

I find the email marketing part to be a little restricting, but it could be user error. The customer service is EXCELLENT, though, and the popups are great!

The app isn't quite what I needed (I wanted to be able to customize the review questions), but the customer support team was great!