eFulfillment Service

It is difficult to receive these types of reviews and even more difficult to respond when multiple attempts were made to explain to the reviewer how the Shopify app is installed, and how it works. We respect this reviewer’s comments, and we respect his frustration.  We will, however, address these negative comments in a more comprehensive manner.

The “onboarding” experience does not involve our Shopify app, however, it had been three (3) weeks since this client signed on and inventory just arrived in our warehouse. This is typically the exact timeline for when we ask clients to sign up before sending their inventory. 

Regarding being “dangerous to your store”, our app has over 350 active installations and while there are occasional issues that arise on both sides, they are addressed at the time they are made known and fixed. We will work as a team with the Shopify client to make sure they understand the original issue, as well. We tried to do the same in this case, but oftentimes the client was too busy to take the time, which ultimately resulted in this incident continuing much longer than it should have.

In response to making up false numbers for inventory, we believe the reviewer is referencing the inventory transfer that is done when installing our app, so that inventory counts can be transferred from the previous location to the eFulfillment Service location.  This is optional, and was done by eFulfillment Service on behalf of the client as he did not understand how to complete this task.  Collaborative access through Shopify was requested, and after the transfer was started, our IT Analyst let the client know at that time we needed more information to reallocate/distribute his inventory.  No response was received until the following day.

An attempt was made that day to bring the client into a Google Meet with our IT team so that we could walk him through all steps and help him understand what we had done and how he could also manage specific areas on his own moving forward. He conveyed he was busy and could not be available at that time.

The following day, a Saturday, in response to multiple emails complaining to the Sales Manager after-hours, the Client Care Manager became involved again and asked the reviewer for a call to go over the issues and help as they were outwardly angry and frustrated.  The client could not make himself available until later that evening.

A call took place at 5:30 p.m. between this reviewer and the Client Care Manager, which was the earliest this client could be available.  After deleting our app, as he requested, and making sure inventory was reallocated, and apologizing to the client for his confusion, he remained combative. The client was asked to stop accusations about us sabotaging his cart and installing defective code, and/or malware in his store.  We will not tolerate accusations that question our integrity.

In response to the accusation our support team yelled and called him names, this company has been in business for over 23+ years and we don’t indulge in name-calling, nor do we allow our employees to be mistreated. 

At that time the Client Care Manager ended the call.

In response to other statements made, such as the comment stating that the app will not allow you to edit your own pages, we are not clear on what the reviewer is indicating here as we do not change or handle actual inventory listings in your Shopify store, and there is nothing about the inventory transfer process that would lock a store owner out of editing anything after it was completed.

The reviewer states that EFS staff was handing off problems to others and this resulted in the reviewer talking to five (5) different people.  The account specialist assigned to a new account is the only person a new client deals with during onboarding. In this case, the Client Care Manager intervened when the client became irritated and asked for the situation to be escalated.  Aside from that, the IT Analyst was the only other person involved in trying to help the client with this situation.

In summary, we feel certain that the existing clientele using our Shopify app will attest to the fact that we do all we can to help them manage the connection between their Shopify store and eFulfillment Service in a manner that is efficient, secure and with minimal issues.

Hi Aaron,

Thank you for taking the time to share your feedback. We genuinely appreciate the opportunity to address your concerns directly. At eFulfillment Service, we aim to provide an experience that truly supports our clients' success, and it’s clear that, in this instance, we missed the mark.

Regarding your billing concerns, we acknowledge that an error occurred with FedEx international surcharges, which was frustrating and certainly not the transparent experience we strive for. Once identified, we took immediate action to correct this, which included processing the necessary reimbursements. We also completed a full audit of your domestic shipping charges to ensure everything was accurate. Please accept our apologies for the stress this situation caused; we truly value honesty, and we regret that our communication regarding these corrections didn't reflect that better.

You also mentioned communication delays, and I sincerely apologize for that frustration. We pride ourselves on the "human touch"—our support team is based right here in our Traverse City facility—and when we aren't reachable, we aren't living up to our own standards.

Finally, regarding the account hold and payment plan, please know that we were fully committed to helping you find a sustainable path forward. We did agree to a payment plan to assist you, and our team worked diligently to facilitate that. Our requests for verification of funds were not an attempt to restrict your stock, but rather a necessary step to secure that plan so we could get your orders back into the shipping queue as quickly as possible.

We are a family-owned company that has been doing this since 2001, and our goal is always to build long-term, transparent partnerships. I’m sorry we couldn't make that work for you, and I genuinely wish you the very best in all your future business endeavors.

Take care,
Marie