Sendcloud Reviews 3,731

Parcel returned unjustly they will only compensate 50% of total cost i remember when they first started and were a great company not anymore unfortunately

Phone customer service is friendly, but IT follow up is very very poor. They don't even take the effort to call back and solve problems accordingly. It's always one direction. I hope they will improve this, because the product got great features. Unfortunately I am forced to give 1 star, because of the poor service. Never experiences this before.

Your own contracts do not work. We have contacted Customer care since the 18th of November and yet no solution for the implementation of our own UPS account.

Perhaps claiming and having the possibility to implement out own contract, ours still does not work 3 weeks after and after many failed attempts from Customer care to direct us on own to implement it. It should be a simple check box job but even with their intervention the item still does not work.

Cs escalated this issue to their tech team which is probably overworked, but got a confirmation that the issue was a bug on their side.

Will update this thread if a solution is found but 3 weeks to solve a technical issue from their platform is just unnaceptable specially if you are dealing with logistics

Serdar Hicyilmaz was highly proactive in getting me onboarded onto the platform making sure that I did not have any unanswered questions. He eloquently took me through functionality of SendCloud that I did know existed. This was highly appreciated as it helped me formulate what opportunities we can foresee as we ramp up our usage of the SendCloud platform.

Never never again
The block your account for nothing when you send them emails the replies to it

Never again whit this company

Ben and Serdar were fantastic in getting us up and running with SendCloud, they always had time to answer any small questions we had and have provided exceptional support throughout.
In terms of the actual product, SendCloud works really well and we haven't had any issues since installing it. It's really streamlined our dispatch process and given us the ability to spend time on other areas of the business.

Terrible experience. If a parcel gets lost, good luck finding it with sendcloud. Their customer support is non-existent. Their ticketing system is HORRIBLE. You need to fill in ten different identifiers about a parcel nobody will ever look for. Their ticket system is absolutely garbage, cannot even find my ticket anymore after filling it in twice. Responses after their 'investigation' take a FULL WEEK. In the meantime, our customer is just waiting for an update. Terrible, terrible. Stay away.

From the start of getting introduced to the services of SendCloud and having enquired, we have been amazed at the down-to-earth service provided with enrolling on the postage facilities, without any hard sales tactics or pitches. All meetings were very easy to understand as all procedures, were straightforward and simple, dealing with Serdar and Ben, was in a very homely and friendly atmosphere, with even out-of-office hours queries dealt with, and continuous support that we have with Serdar moving on, with his promise to call upon him whenever we require. We will strongly be recommending the services of SendCloud. Thank you, RochSweets.

We’ve been using Sendcloud with our Magento store for several years, and it’s been a transformative experience for us. Instead of dealing with multiple integrations for each shipping company, Sendcloud brought them all together in one platform. This gives us the flexibility to quickly choose and compare shipping rates with ease.

After reading some reviews, I felt the need to share my personal experience. Some store owners have mentioned issues with their shipments, customer support, and the ticketing system. While I can’t deny these problems exist, in my experience, they’re not as severe as some people claim.

As a store owner, it’s crucial to add a margin to your product costs to cover the risks of lost or damaged parcels. This is something unavoidable whether you use Sendcloud or any other platform. Regarding insurance issues, Sendcloud acts only as an intermediary; they simply convey the information from the insurance company and do nothing beyond that.

Another point worth mentioning is that long-time users of Sendcloud (3+ years) have noticed a drop in service quality recently. Previously, customer support was more efficient, and response times were quicker. However, from a technical standpoint, the platform continues to improve and become more user-friendly.

The cost of using Sendcloud has steadily increased over time. Although the names of the fees may change, you’ll find yourself paying more. Additionally, we’ve observed that shipping rates we agreed upon at the start were disregarded after a few months, and we don’t believe we’re benefiting from the discounts initially promised.

Sendcloud should take on more responsibility for parcels rather than merely acting as a middleman between store owners, shipping companies, and insurance firms. It’s reasonable to expect some compensation for losses, given the amount we pay to Sendcloud itself.

In conclusion, using Sendcloud doesn’t reduce the risks your shipments face. The main reason to use it is the ease of use and convenience it offers for managing shipping.

I’ve been a loyal business customer for years, but as Sendcloud has grown, their customer service has significantly deteriorated. It's reached the point where they no longer even respond. Additionally, since switching their insurance provider to XCover, none of my claims have been handled properly. This is a poor example of growth management and customer care.

Solid software with limited customer service.

We ship hundreds of packages each month but when we face issues around shipments done via sendcloud - the carriers involved deflect to sendcloud for resolving the problem. Sendcloud is difficult to reach leaving us and our customers with no answers.

Sendcloud tiers customer support based on your subscription (how much you pay).

As a business that exports a significant volume of shipments, I initially thought Sendcloud would help streamline the process. However, it quickly became apparent that they were completely unprepared to handle the complexities of international shipping. Right from the start, I encountered constant issues with customs documents. Packages were repeatedly placed on hold because of incorrect or incomplete documentation provided by Sendcloud. In many cases, the Incoterm regulations were handled incorrectly, leading to further delays and confusion at customs.

These errors caused major disruptions to my business, with shipments held for days – sometimes even weeks – as I scrambled to sort out the mess caused by Sendcloud’s negligence. The additional fees associated with these delays and complications were staggering, and it’s shocking how unprepared they are to manage something as basic as customs procedures for international shipments.

When I tried reaching out to Sendcloud for help, their support team was completely ineffective. I was bounced between agents, and no one seemed to have a clear understanding of how to resolve these issues. Each call or email left me more confused, with no real solutions provided. It felt like I was being given the runaround instead of receiving actual support.

On top of the customs complications, the costs escalated quickly. Whenever there was an issue, the fees just kept adding up, and none of these charges were made clear from the outset. What should have been straightforward shipments turned into expensive headaches because of Sendcloud's incompetence.

Looking back, choosing Sendcloud was a costly mistake. The financial damage and stress I’ve experienced could have been easily avoided had I chosen a more competent shipping provider. Their lack of accountability and inability to handle international shipments properly has had a huge negative impact on my business.

I strongly advise anyone considering Sendcloud to look elsewhere – especially if you rely on smooth, reliable international shipping. The promises of convenience and efficiency couldn’t be further from the truth.

Sendcloud succeeds in perpetually reaching new lows in support every day.
They've elevated the closing of unsolved tickets to an new art, while costing their clients enormous amounts of time and effort in the proces.
This must be the century's price-winning effort for discouraging and driving away clients that don't go for the payed bundles.
On June 18th, several of our clients's Woocommerce webshops mysteriously lost their Sendcloud connection , and SC still hasn't succeeded in solving any of it. Instead, they revel in letting you repeatedly enter the same ticket, regurgitate all the necessary data... after which they close the ticket, never to be heard of again.
Of course all the chat communication takes place along the well-rehearsed scripts of very polite and understanding lip service, so that's nice. A whole lot of nothing in a pretty bow!
Finally, our last client has given the ghost and chose to move to MyParcel, so there you are. Mission achieved.

Unfortunately, I have to echo the negative feedback about Sendcloud. I began using Sendcloud in March 2024, a few months after launching my business and trying out other shipping platforms. At first, I was impressed by the user-friendly interface and competitive pricing, but my experience quickly soured due to several significant issues.

One of the major problems was with the management of shipping labels. I encountered repeated technical issues where labels couldn’t be voided properly, resulting in full charges for labels I never used. This led to an additional €8,000 in costs before I was eventually reimbursed. The process to resolve these issues was overly complicated—voiding and manually deleting labels was neither efficient nor automated.

I also faced issues with forced plan upgrades. I was pushed into a more expensive plan despite not needing the additional features, simply because the process for changing the primary user was poorly explained.

Things took a turn for the worse in June 2024 when my team began importing larger quantities from a new supplier in Italy. The system generated an invoice 10 days after the previous one instead of the usual 14, creating financial strain. Even after reaching out to support, I received no satisfactory explanation.

The situation reached a new low when I was informed that our account would be banned due to an alleged connection with another account. After waiting 2-3 weeks for a resolution, I was simply banned without further explanation. Despite adhering to all terms of service and legal requirements, I was told the ban might be reversed, which made no sense—why impose a ban and then claim you'll work on lifting it?

Moreover, I discovered through a third party that Sendcloud’s shipping rates are often 40-50% higher than what they actually pay to carriers in some cases. This markup is substantial, and it’s clear that Sendcloud is making a significant profit at the expense of its customers. This pricing strategy, combined with poor customer service, suggests a troubling pattern.

It seems that many others are experiencing similar issues, which might indicate that the management is deliberately running things this way. While Sendcloud might be attracting new businesses and showing positive numbers in the short term, I believe that the overall customer experience is deteriorating. If they continue down this path, they may face significant backlash as more users encounter the same problems.

Overall, my experience with Sendcloud has been marred by technical difficulties, forced upgrades, billing issues, an arbitrary account ban, and opaque pricing practices. I hope this detailed account helps others make an informed decision and encourages Sendcloud to address these significant problems before their customer base suffers further.

Problems with wix integration. Helpdesk was not able to help. Took a lot of my time ( = money). No solution. My advise: Don't use sendcloud!!! Waste of precious time.

Really smooth onboarding experience with online support and demonstration via online meetings until you understood the service. Post onboarding followup was also available via email or on line meetings that helped solve those teething issues,

I used to run own business which served the local community, but then I started my new e-commerce business and needed to learn everything about sending and receiving orders through my website. I looked through different companies who could help me, but when I found SendCloud, I stopped looking. They had everything I needed and more. After signing up, I was assigned my account Manager who's name is Serdar.
Serdar has been AMAZING. After finding out more about my new business, he has "held my hand" every step of the way, Firstly through regular Zoom calls to begin with, helping me set up my SendClound Account and then with telephone calls to check up on how things are going with me and always quick to reply to my emails.
Based on my interaction with Serdar, I will highly recommend SendCloud to any business needing software to run properly, first time from order through to delivery including tracking.

Great customer service, great account management and a system that works really well.

Using Sendcloud was a huge game changer for us, we cannot thank Andrea Contini and Ben Haslam for both their patience and assistance in helping to set us up and run smoothly ! Thank you !

At MADISON, we chose Sendcloud as our Shopify shipping partner because of the ease of integration but quickly ran into a few edge cases that needed special attention when we hooked the two systems up.

The issues occurred because of the complex nature of our ordering system, and not because of Sendcloud's feature set.

Serdar and Ben went above and beyond to help ensure the integrity of the data we imported to Sendcloud, and they had us up and running in no time. This, coupled with the exceptional customer care, competitive shipping rates, and ease of platform use, make Sendcloud a brilliant choice for new Shopify customers, looking to streamline fulfilment or shipping.