My Experience with Smooth Fulfilment (October 2023 – June 2024)
My Experience with Smooth Fulfilment (October 2023 – June 2024)
I started working with Smooth Fulfilment in October 2023. At first, things looked great—communication was smooth, onboarding went well, and overall, it felt like I made the right choice.
By January 2024, things had gone downhill fast:
1. 30+ shipments not checked in: Some of these shipments were delivered over two weeks ago and still hadn’t been processed.
2. Unfulfilled orders: I had FBM orders sitting unfulfilled for 1 to 4 weeks. Yes, WEEKS without being shipped out.
3. Terrible account management: My account manager, Yummi, was impossible to get hold of. Emails went unanswered, WhatsApp messages were ignored, and basic issues were left unresolved. For example:
3.1 .Orders from three months ago that were never fulfilled—I followed up multiple times but never got a response. I ended up writing those off as lost.
3.2. My Inventory Sheet was a complete mess. Products were mislabeled during check-in, and it created ongoing problems with inventory tracking.
3.3. An invoice issue I raised was ignored until their Billing Department stepped in and told Yummi to address it.
3.4. Requests for meetings? Ignored. Calls? Unreturned. Voicemails? No response. You get the idea.
A few words about their TOS and fine print:
I followed all their protocols and paid every invoice on time, but their Terms of Service essentially give them a free pass to deliver poor service without any accountability. One particular line in their contract stood out to me:
"The Provider [Smooth Fulfilment Ltd] shall not be liable for any penalty, loss, injury, theft, damage, costs or expense arising from any delay or failure in delivery or performance from any cause whatsoever."
Translation: They can demand timely payment from you, but if they don’t do their job—if they lose your inventory, delay your orders, or simply ignore you—they take zero responsibility. You’re left dealing with the fallout.
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June 2024 Update:
After months of stress and chaos, I finally decided to cut ties with Smooth Fulfilment. I asked them to send back all my inventory. Instead of doing it right away, they refused until I threatened legal action for holding my products (10 large boxes) without reason.
They eventually shipped the boxes, but surprise, a few hundred pounds worth of inventory was missing. At that point, I just wanted to be done with them, so I didn’t even bother pursuing it further. Oh, and they still owe me £50 from a billing adjustment, which they’ve never paid.
I don’t know how they’ve managed to rack up so many positive reviews, but this was my experience, and it’s all documented in emails.
You've been warned, use them at your own risk.
Reply from Smooth Fulfilment Ltd
We’re truly sorry to hear about your negative experience with Smooth Fulfilment. This feedback highlights serious issues that fall short of the service we aim to provide. We’re taking your concerns seriously and would appreciate the opportunity to review your case in detail. Please reach out to us at info@smoothfuliflment.co.uk, and we’ll do our best to address and resolve any outstanding matters. Thank you for sharing your experience—it helps us improve.
