fulfilmentcrowd Reviews 95

We have been with this company for 2 years after a friend suggested them and nothing has been smooth sailing. We are just a small business of 2 and when we started we were going to university alongside running our shop, we didn't expect to need a fulfilment company so it was all new to us.

When we were onboarding there was loads of conflicting information from different people we spoke to. We weren't told we had to barcode each individual item and we were told that we could just put one barcode on the box and they could scan that. We then got issued a hefty invoice for barcoding our stock even though we we followed what they told us to do. We were also shocked that they just went ahead and barcoded it and invoiced us without even asking since we would have just got the stock sent back to us and we would have barcoded it ourselves to avoid the fee. After a lot of back and forth we finally got the invoice dropped as it was not our fault.

We've had issues with them sending the wrong business cards and instead sending out our gift message cards to paying customers that say "enjoy your gift". Like where's the common sense?

Orders get sent out in the wrong packaging we specified countless times that any glass and breakable items should be sent in a box - surprise surprise they get sent in a mailer bag and the customer messages us to say its arrived broken.

Orders go missing all the time, when you try and find out what happened to them, they just say they will put a support ticket in and get back to you, then no one ever does. Have been told countless times that we will get an email back and never do.

The support ticket system is useless. You put a support ticket in, no one replies then a month later you get an email saying your support ticket has been closed.

We use the live chat feature often and again always conflicting information from them. For example - We had a order of 30 items we tried to get sent on on Saturday delivery. On the Friday we spoke to live chat and they said it was all good to be sent out... then there was a dispatch issue, no one told us about. Now too late for Saturday dispatch, we tried again on Monday. We spoke to 4 different people on live chat and each person said yes it was sorted, yes it had been double checked by the warehouse. Order arrived today - only 13 items not the 30! - now on live chat again asking where the 17 have gone missing. We will now have to pay for the rest to be picked, packed and sent AGAIN! This is a big sale for us and for a small business to have to refund because of their mistakes just makes us sad.

They are lacking basic tools on their platform too, you used to be able to copy an order with one click and now on their new app there is no copy feature. You used to be able to change the delivery service once you have put the order in but now you need to go onto live chat to ask someone to do it. No Etsy integration even though they've been saying they're looking into it for years.

There is more I could go into but this is getting long enough. We can't wait to get out and are looking for a replacement service.

Very supportive team that talked me through everything clearly as a first time user of FC and were always quick to respond. They even helped on a Monday night when we were due to go live with our website and the connection wasn't work properly.

Great service and brilliant account management! We've worked with FC for a long time and have always been happy with the service they provide. Would definitely recommend!

Worst experience we have ever had for fulfilment services... and we've been working with various fulfilment companies now for over 15 years from all over the world. This is by far the absolute worst. They lost over 150 pieces of my stock and will not return the revenue value. This might be 'standard practice' but it is shameful to do this to small businesses who count every penny. The service itself was far from smooth - constant headaches and mix ups with stock going to the wrong customers - which is why we have stopped using them. A real pity. But absolutely terrible service. Stay away!

We have been with Fulfilment Crowd for about 4 years now. Generally everything has been running very smoothly and no real issues. We had in the past found some difficulties around customer service but over the last 6 months we have a new contact who is absolutely a breath of fresh air. She is very helpful, very responsive and seems to understand our business. A great support and a huge difference in the service. It's great to see the company really stepping up customer service levels as it makes a big difference to the ease of running our small business! Thanks very much to our account manager Kirsty Anderson !

We had worked with FulfillmentCrowd for more than two years in the UK. Also, we joined one of their overseas sites for almost a year before we exited it following our new business plans. Our experience with their services has been up and down, with a lot of hurdles that we tried to always approach positively and provide feedback to hopefully improve the service.

Upon exiting FC overseas location, and in order to comply with foreign shipping obligations, we requested an accurate packing list of our exit stock. However, FulfillmentCrowd's initial list excluded crucial information and specs and did not include bespoke packaging. It was also not sufficiently weight-verified.

After assessing what they provided, we pointed out that the weight they reported could not be accurate and that the inventory they have for us is way more. We then created a draft PL based on our records that contained all of the necessary dimensions. They simply used our PL to generate pallet labels manually in spite of their legal obligations and our comments regarding the stock situation.

While FulfillmentCrowd used their preferred carrier for part of the transit, we were in charge of the remaining part of the transit. Unfortunately, when we received and inspected the shipment, we discovered some of the items and packaging were missing, and the contents of the pallets did not match the labels that came with them. We brought this concern to FulfillmentCrowd's attention right away, and they told us that they would conduct a full investigation. However, after a lengthy period, they informed us that their investigation exonerated them and the carrier they used of any liability, blaming our carrier and providing no evidence or logic.

Fortunately, Mainfreight, the carrier they used, has a tracking system, and the tracking revealed the true weight of the cargo. We refuted their conclusions by presenting indisputable proof from the carrier's records that showed the shipment's actual weight. Also, in order to bolster our claims, we requested a paid rework (on us) to their UK warehouse, where they still keep our stock, and asked that they weigh one item of each of our SKUs, and calculate the estimated weight using their inventory records. This approach would provide real evidence that the shipment's weight should be higher than what the carrier's records stated.This will demonstrate that the problem originated in their own warehouse, which we had already alerted them to, rather than with Mainfreight or our carrier.

Unfortunately, despite the fact that they had repeatedly misplaced a portion of our inventory stored at their facility and were required to pay for it because they had no other valid claim, our requests for a thorough and fact-based investigation and a review by higher management (which is our legal right and part of their T&C) were met with an unexpected termination notice for our UK service. And, for the past six months, they have entirely ignored our dispute.

Given this dismal experience, it is prudent to exercise caution while selecting FulfillmentCrowd as a service provider. Their continuous inventory mismanagement, evasive reaction to accountability, and seeming contempt for client concerns highlight significant flaws in their operations. I believe that sharing this assessment would assist other businesses in making informed judgments.

I've been very impressed by their fulfilment service and their management interface. Omnia uses them for fulfilment services across the EU from Germany. Their customer support is excellent and we always get prompt replies (from human beings!). Although we sometimes have issues, we quickly resolve them.

It was the best decision ever to leave these people and find another partner as working with this company was extremely disappointing and frustrating. If you are considering working with them, please STOP and rethink again after reading all the reviews below.

Order delays, incorrect packaging, and tens of missing items from their stock with no explanation are among the numerous issues encountered while working with them.

After four months of searching for a pallet, it was returned to them with POD, but they denied it, and we were informed via several emails that they had not received it. They only discovered it in their warehouse backyard after we threatened them with legal action.

Communication with the company was difficult, with long response times and vague, convoluted responses to our inquiries.

We strongly advise against using their services and recommend that you find another provider.

I have just left Fulfilment Crowd after a highly stressful, expensive and difficult 10 month experience. I am now pursuing a legal case to recoup some of my losses. Be warned if you are a prospective or current customer, these are some of the problems I have encountered.
- Promised a 6pm last despatch time, after only 3 weeks this was pulled back to 4pm for the remainder of my time there. Just last week I was told by the Chief Delivery Manager at Chorley that he couldn't understand why this had happened as last collection was 8pm
- Quoted an average figure of £5.61 per order - actual costs have been in excess of £9.00
- Stock has not been rotated, leading to older stock remaining in the warehouse and my business being charged for long term storage
- Stock has not been consolidated leading to excessive storage charges more than double that of my last warehouse
- Instructions on order packing in branded boxes and bags have not been followed despite videos, images, and raising numerous tickets - after 10 months this was still occurring and causing complaints from customers
- Incorrect items sent out to customers, of course errors will always be made, however Fulfilment Crowd refused to correct them and send out the right items (claiming their cctv shows they didn't make a mistake despite having customer photos of the wrong product).
- customers selected and paid for 24hour shipping however Fulfilment Crowd sent these out on a 48 hour service and claimed 'there was no difference anyway during the strikes'
- warehouse claimed not to have received a large order of expensive stock with new ranges. Continued to deny this up until the point one of my customers
incorrectly received the item they disputed ever having
- Items that have now arrived in my new fulfilment centre have been damaged through their packing methods (folding products asked to keep flat) and putting natural products in plastic bags
I could go on ..... the endless raising of tickets, spurious charges on my account, inability to speak to anyone and conflicting advice from shared services have all led to huge losses, and wasted time in my business. I wished I had spent as much time on my own business in the last year as I have done chasing all the issues at Fulfilment Crowd.

I have been using FC for around 2 months. The onboarding was good and any issues were quickly resolved. Not having to manage fulfilment inhouse has freed up so much time to focus on other areas so I wish we had done this sooner.

Whilst it certainly has made my life easier I don't think some of the technology is quite up to expectation. Improvements for a 5* review would be:

The transfers system is clunky. As a product based business it would be beneficial to have on the report the quantities before and after a transfer is received to ensure any discrepancies are easy to locate.

Not pulling TAGS through from shopify means if a store sells across multiple platforms there can be no differentiation between and "internal" and an "external" order which requires different documents in line with the T&C of an external platform. This was something Veeqo could do with ease and should be reviewed to see what other elements this software can do that could be integrated also. This is a big reason for a 4* vs 5*.

The app logs you out constantly when on mobile which defeats the point of having the app, I could just log into the website.

Overall I am really happy with the service thus far and would recommend FC.

As a small business fulfilment is critical to all we do. When we first started our journey we did all in house and got rave reviews. We quickly discovered that time we spent doing fulfilment could be spent more wisely growing the brand. As we grew outsourcing fulfilment was a key next stage. I am pleased to say that fulfilment crowd took over all and have done a fantastic job and kept our reviews high. Every challenge we have solved together and I would highly recommend them. If you want a system that just works, give them a try. Very happy customer!!!!

I had very good experience so far working with fulfillmentcrowd. They were really helpful with my onboarding and taking care of my items even tho supplier send us wrong items and forgot to put barcodes. Also their platform is very simple and easy to work with.

Tom has been an amazing onboarding manager!

As a small business we were nervous about outsourcing our fulfilment, but nothing has been too much trouble. Super happy with everything so far!

Great service and communication from what will be a long term partnership. Our contact Kirsty was on hand for all our questions and made the launch simple and painless

We started using Fulfilment Crowd a few months ago. Super easy and efficient. Kirsty has guided us through the first few weeks and she has been amazing.
Would highly recommend. Great service and fair prices.

We started with Fulfilment Crowd 8 weeks ago and Tom Vosper has been guiding us through. We have been extremely impressed by Tom's knowledge, and diligence, which has made the process a lot easier for us!
Thank you Tom!

We have recently launched our business in the UK and partnered with Fulfilment crowd to dispatch our product. They have been excellent to work with and i am very impressed with the service. Highly recommend

I joined FC about 18 months ago and it's just gone from bad to worse since. While they get orders out, nothing else is dealt with whatsoever. Customers are kept at arms length meaning you cannot for love nor money speak with anyone, emails are consistently ignored, and to top it off after months of enquiring and chasing, turns out I was being charged double for storage space resulting in thousands of charges that needed refunding. Can't wait to get out - avoid at all costs if you care about your business.

We have worked with a few fulfilment centres over the last 6 years and Fulfilment Crowd without a doubt is by far the worst. If you want to ruin your reputation or significantly increase your costs then this is the right place to go; otherwise, I strongly advise you to avoid them. Here are only a few reasons why:

Our first shipment was a full 40' HQ container with only two SKUs, totalling 66 m3. They compute the storage volume using the volumetric storage of your boxes. So, I expected a storage volume of 66-70 m3, but they charged me 99m3. When I inquired as to why this occurred, they advised that my stock may require consolidation. We've been waiting for them to consolidate our inventory for the past 6 months. However, they never fail to charge you at the highest stock level.

When another container of our products was delivered to the warehouse in February 2022, there were discrepancies between the expected quantity and the counted quantity of a few SKUs. Whatever the warehouse team counted, we accepted. We eventually sold out of all of these items. However, after a couple of months, they stated that they had discovered additional stock. We had a similar problem twice.

They charged packaging materials which we had never used. We opened tickets but resolution usually takes months.

Some of our items weigh more than 18kg and a “heavy goods” surcharge is applied every time an item goes out. This is fine and what we agreed at the first place. But you have to keep an eye on your invoices as they tend to charge for your other items that are not classified as “heavy goods”.

They may also charge for the services/products you use either in the wrong quantities or the wrong unit prices. You have to check thoroughly every invoice for these mistakes. Since January 2022 I had to ask them to credit us on 17 occasions.

They have a service called “technology pack” which we negotiated and agreed not to be charged for us, before we signed the contract, both written and verbally. For two months they kept their promise and didn’t charge, however after two months they started charging £19.50/week, despite all my claims and their written approval they still keep charging. All they say is our system has changed now and every client has to pay for this service.

Their warehouse personnel are undoubtedly inexperienced with pallet deliveries. We ship pallets directly to customers or to Amazon fulfilment centres. We know the number of boxes that can be securely loaded on a pallet because we have been doing this business for years and our products have been the same for years. On one occasion, we knew we could load 15 boxes on a pallet, but Fulfilment Crowd's team could only load 10 and insisted on not being able to load any more. Because communication was so slow, it took more than a month to demonstrate that they could load 15 boxes securely.

If you have anything urgent and need to reach them via phone, there is no way someone picks up that call or comes back to you. You have to do everything by e-mail or via live chat. With e-mails, if you are lucky, they usually respond within a few days and with the chat mostly the agent will say they will raise a ticket to escalate to the right team. Which means waiting some more days.

I have a lot more reasons why you should not choose Fulfilment Crowd as a fulfilment service provider but I wouldn’t like to take your time. They rather seem to care only about charging you more and more.

Good platform and easy to use.

2 day shipping, and automatic fulfilment.

Brittany was very helpful and we will be using their USA service soon.