Sendcloud Reviews 3,731

I am extremely disappointed with Sendcloud's service. I sent a parcel via PostNL using the Sendcloud platform. Sendcloud informed me that PostNL had issued a surcharge and that I needed to pay it. I paid the surcharge but also opened a ticket with Sendcloud.

Sendcloud asked me to provide photos documenting the dimensions of the parcel, which I did. It became evident that the issue was a mismeasurement by PostNL.

Despite having clear photographic evidence showing PostNL's mistake, Sendcloud refused to contest the surcharge with PostNL. In fact, I am not confident at all that they even contacted PostNL. Their unwillingness to address this issue or support their customers is unacceptable.

Due to this error, I have lost over 200 EURO. The main issue here is Sendcloud's refusal to advocate on behalf of their customers when there is clear evidence of an error. I strongly advise others to be cautious when using Sendcloud, as their customer service is unhelpful and unsupportive.

The service we get from the sales team is amazing. A lot of knowledge in house and vary swift response to all our questions. A reliable shipping partner for all of our last mile logistics.

Well, strap in, dear readers, because today’s tale involves the wild ride that is SendCloud. If you’re here looking for a glowing review, you might want to hit the back button right about now. This is a no-holds-barred account of my less-than-stellar experience with this company.

Customer Service: Aggressive and Bizarre

Let’s kick things off with the customer service, shall we? Imagine having an account manager whose default setting is “aggressive.” You know the type – condescending tone, abrupt emails, and a knack for making you feel like an idiot for asking a simple question. It’s like they’ve taken a page out of the “How to Lose Customers and Alienate People” handbook. If you’re looking for a bit of support and guidance, brace yourself for a ride through the Twilight Zone of customer service.

Faceless and Indifferent

SendCloud operates like a well-oiled machine, but not in the good way. When things go wrong – and believe me, they will – you’re left shouting into the void. There’s no one there who actually gives a crap about your business or your problems. It’s a faceless entity that shrugs off your issues with the indifference of a cat that’s knocked over your favourite vase. Good luck getting any meaningful response or resolution.

Onboarding: Sink or Swim

Starting a new account with SendCloud? Prepare to be thrown in the deep end without a life jacket. The onboarding process is non-existent. No hand-holding, no guidance, just a quick “here you go” and a pat on the back as you flounder in the murky waters of their system. It’s like they’ve forgotten that onboarding is supposed to help you succeed, not make you feel like you’ve just signed up for a particularly sadistic reality show.

Collections: The No-Show Spectacle

Now, onto collections. Or should I say, the collections that never show up. Imagine scheduling a collection, planning your day around it, only to be left waiting like a kid whose dad never shows up to pick him up from football practice. No apology, no explanation, just a deafening silence and a pile of unsent packages. It’s beyond frustrating; it’s downright infuriating.

Zero Empathy for Small Businesses

You’d think a company like SendCloud would have a bit of empathy for small, growing businesses. Think again. They treat you with the same disdain a cat reserves for a half-eaten mouse. No understanding, no flexibility, just a cold, clinical approach that makes you feel like you’re an inconvenience rather than a customer. If you’re a small business looking for a bit of support and understanding, you won’t find it here.

Inflexibility: The Unyielding Fortress

Finally, let’s talk about their inflexibility. Trying to get them to adapt to your needs is like trying to bend a steel beam with your bare hands. They have their way of doing things, and if it doesn’t work for you, tough luck. There’s no room for negotiation or adaptation. It’s their way or the highway, and don’t let the door hit you on the way out.

Conclusion: A Word to the Wise

In conclusion, if you’re considering SendCloud, think long and hard about what you’re getting into. It’s a company that excels in making you feel small, insignificant, and thoroughly unsupported. The aggressive customer service, lack of onboarding, unreliable collections, indifference to small businesses, and rigid inflexibility all add up to a thoroughly unpleasant experience.

Consider this a cautionary tale from someone who’s been through the wringer. There are better options out there – ones that actually give a damn about you and your business. So, do yourself a favour and look elsewhere. You’ll thank me later.

I have been thoroughly impressed with the incredible service and support provided by Sendcloud (Serdar & Ben) as we integrated their platform into The Linen Cupboard. From the very beginning, their team demonstrated exceptional customer service and expert knowledge, guiding us through every step of the integration process seamlessly.

Sendcloud's platform has significantly helped us streamline our shipping operations, resulting in substantial savings on distribution costs. Their expertise in logistics and shipping has been invaluable, allowing us to build a branded shipping portal that enhances the experience for our customers. This has not only improved our efficiency but also strengthened our brand image.

The ongoing support from Sendcloud (Serdar & Ben) has been nothing short of amazing. Whenever we've had questions or needed assistance, their team has been prompt, professional, and extremely helpful. It's clear that they genuinely care about their clients' success.

I highly recommend Sendcloud to any business looking to optimize their shipping processes and improve customer satisfaction. Their platform and team have been a game-changer for The Linen Cupboard, and we look forward to continuing our partnership with them.

Thank you, Sendcloud, for your outstanding service and for helping us take our business to the next level!

Kind Regards
Joshua
Linen Cupboard

I want to cancel the service as we don't require it anymore, but there isn't a way of doing this on their system and it's impossible to contact anyone to speak to.

Basically the application is working. But...
If you have any problem (and it happens quite often that an integration doesn't work), don't expect anything from the customer service. Such a low level of service is just crazy.
Basically, it's always the same. You describe your problem, you get an answer saying that you need to delete the application, recreate it, and send them a video on how you did it. And when you do so, you get the same message again, indefinitely.
Noone read your message, noone tries to help you. That's just crazy, I never experienced that before.

Really good software greatly helping our business. Keith Barry our account manager has been great getting us started. Thanks from us all at Arctic Hardware

My experience with Sendcloud has been deeply frustrating and costly for my business. During onboarding, I was promised a smooth service experience and a dedicated account manager to help with any issues. However, the reality has fallen well short of these promises. While my account manager has tried to assist within their capacity, the overall system leaves them limited, often resulting in being redirected to the support team, who are unhelpful and quick to shift blame instead of taking responsibility.

Sendcloud’s contracted services through Evri and DHL have consistently underperformed. Last week, DHL failed to collect shipments on two occasions, causing serious disruptions. While not every issue may be directly Sendcloud’s fault, as they rely on third-party carriers, it is their responsibility to ensure contracted services are fulfilled properly. Unfortunately, there appears to be no efficient escalation process or real-time fixes for operational breakdowns.

Financially, this has been disastrous for my business, leading to around £1,900 in refunded orders due to missed collections. Just yesterday, I had to cancel 11 labels because of ongoing issues. To make matters worse, their insurance platform, X Cover, has proven nearly impossible to claim from, creating additional hurdles rather than offering support when issues arise.

Overcharging is another recurring problem. For example, I experienced a weight correction where a parcel was adjusted from 2kg to 10kg, leading to an unjustified overcharge. When I tried to get clarity, the lack of accountability and proper resolution process made it an uphill battle.

With the critical nature of Q4 for business, I cannot afford the repeated issues, and as a result, we will be moving back to Easyship, which offers far more reliable service. I strongly urge others to consider their options carefully before choosing Sendcloud; their promises often fall short of the delivered reality.

Keith made the onboarding experience so easy and simple for me! I struggle with integration websites a lot of times, and sendcloud is the best and easiest I've used so far.

They arranged for us to drop parcels at EVRI depot. We followed their instructions to the letter. Over 50 parcels were LOST! Then Sendcloud refused to take any responsibility for the arrangement they made with EVRI. We provided a packing list and pictures of the shipment.
Sendcloud wash all liability when things go wrong even though they are the ones that made the arrangements that resulted in 50 parcels being lost. The financial hit is taken by the small business, not the two global companies who messed up!
They pretend they are just the facilitator, but they made the arrangements and took payment and profit. If you bought a rotten cabbage from the supermarket, would you expect a refund from the supermarket or the farmer???

Cannot say enough bad things about this company. There are so many better other options on the market that are currently available. If you're looking to scale and for flexibility, then look elsewhere.

They couldn't be any better at overpromising and underdelivering. Constant technical issues. Completely incompetent customer service. Unwillingness to adapt for anything that doesn't fit within their narrow view of how a business should ship. Overpriced plans that reflect the business' shocking levels of arrogance. Do not believe a word they say and for your business' sake please consider another option

Andrea and the team were supportive and responsive on our onboarding. The platform was easy to set up but when something was not clear they were quickly on top of it.
So far it has been great.

I recently had the pleasure of experiencing the outstanding customer service provided by Sendcloud service. During a critical time for my business, their team went above and beyond to ensure that everything was handled smoothly and efficiently.

The customer service software was intuitive and highly effective, making it easy to get the help I needed right when I needed it. What truly set them apart was their proactive support during a crisis. The team was not only responsive but also genuinely caring, providing full support and practical solutions that greatly alleviated the stress of the situation.

I am thoroughly impressed with their dedication and professionalism. It’s clear that Sendcloud values its customers and prioritizes their satisfaction. I highly recommend their services to anyone looking for a reliable and supportive customer service solution.

Thank you from whole British Vitamins , Food of the earth ltd for your exceptional service!

They helped every step of the way to provide a much better delivery service at great costs.

very easy to use and set up with a helpful team. Selkie Hair

Amazing service cannot thank Keith enough. I don't know what I would do without Sendcloud. It has changed the way we operate as a business. Quick and easy to use & always on hand whenever you need help. Thank you, thank you, thank you!

Great experience. Best technical and customer support we've experienced with any company we've worked with before. Onboarding was extremely smooth and the boost to productivity has been immense.

We would highly highly recommend the platform and the sales/customer service team, it's really refreshing to be able to procure and use a service this good from all aspects in a world where everything else seems problematic. We have recommended at least 4 other businesses so far due to the level of service received.

Baker & Bray needed a solution to replace Shipstation due to ongoing poor performance and terrible customer service. Darragh McCarthy made the entire on boarding process a breeze, we were literally live within 24 hours. The system has transformed how we work and the customer service from the entire team is World Class. Thoroughly recommended.

Working with Sendcloud has been a gamechanger and a pleasure.

A very modern solution with tonnes of healthy communication & options for customers.

What really sets them apart past the competitive rates is the service, so rarely can you just get something done now in business. It's all emails, 5 days response etc, but not with Sendcloud. The small amount of issues and concerns we've had have been addressed in no time from onboarding to the continual running of the service.

As well as regular spot checks and calls from the management to go hand in hand.

Thanks again guys we look forward to the future !

Great experience all round. Very quick to respond and alway a positive outcome to what is required