Sendcloud Reviews 3,731

Honestly, it feels like if you're dealing directly with a shipping company, you end up knowing more about Sendcloud's own rules than they do. They've got this policy where you supposedly have only seven days to report something gone missing. But here's the kicker: their system claims to allow reports up to 45 days after the last scan, which doesn't even match reality. Remember the good old days? You could open a ticket about a lost parcel anytime you wanted, as long as it was within 12 months after creating the label. That was easy and made sense. Now, it's like you're on some epic quest for impossible items — think collecting the seven dragon balls, a unicorn's blood sample, and a dragon's heart — just to get a ticket submitted. They're asking for everything under the sun: purchase invoices, sale invoices, customer confirmations, and who knows what else. Honestly, the shipping companies themselves don't even ask for half of this stuff.

The whole thing about their contract supposedly giving them just seven days to report issues? Complete nonsense. They used to let you report issues whenever, as long as it was within that golden 12-month window after the label was created. It makes you wonder how they could do it before but now suddenly can't, especially when the shipping companies are still cool with the 12-month rule.

So, imagine you've done your homework and corrected them on their own policy, or by some stroke of luck, your issue gets through to the shipping company on the first attempt. The shipping company might sort things out in a couple of months, but Sendcloud? They'll drag their feet and maybe, just maybe, you'll hear back from them half a year later. It's baffling.

And if a customer comes out of the woodwork months later to say their package never arrived, which happens more often than you'd think, they get refunded by the marketplace, and you're left out to dry. Bring it up with Sendcloud, and you're just making their support team's life "harder."

We've had cases where customers reported missing items directly to the shipping company. Occasionally, Sendcloud would loop us in, but most of the time, we were left to track these issues ourselves and nag Sendcloud for updates. But god forbid you as the shipper try to get answers directly from the shipping company for a speedy resolution.

It's a disastrously designed system, riddled with issues because, apparently, they don't want their customer service team to break a sweat. They want to mediate everything, but when action is required, it's always, "Oops, sorry, can't help you there." And if you try handling things on your own, well, brace yourself for their backlash.

Take it from a small company that's funneled around €10 million worth of shipments through them over the past two years that was banned from shipping with them because of these guidelines: proceed with caution.

EDIT: Their answer is a joke. They never tried to fix anything and their policies are a joke - no wonder half the comments here complain about the policies when something goes wrong.

You removed the ability to report cases within the 12 months system limit and then wanted the old cases to not be reported anymore because it was too much work for the support - yet wanted us to report them anyway through the ticket system..that was not allowing tickets for these shipments anymore? Do you guys even hear yourselves? XDDDD

Do not address the random statements that we had over 300 claims open, when the truth was that it was all the same 30-50 lost parcels within the last 18 months that had 4-5 tickets open (each) because the support was not even following through properly with any of them.

Closing some by mistake and asking for the same documents over and over again in other tickets. You have been provided with proof that your remark was just some random bs number.

Also do not address the fact that some cases have been open for over 13 months with no moving forward, not from the carrier side but from yours..despite being reported on time.

It is not possible to shift the blame on the costumer when the carrier forwards documents in July 2023 and you give them to the costumer in February 2024 and then make the costumer wait another 2 months for a payment of 510 Euro.

We have some cases for which we gave all documents in January and we almost have April and still no payment in sight.

I also need to mention how no insurance claim was paid out and they claimed we had to open multiple tickets for that but this was just not possible?XDDDDD

Do not worry about the shipping parnter, all is good between us.

The insurance denied the right claim because we used another claim as example for a technical error that did not let us report it on time.

Of course, you can read their reviews on not bought websites and you will reach the same conclusion.

Great if everything works, but you're on your own, if you require help from customer support. The Parcelforce integration stopped working several months ago (they changed something their end and it wasn't able to generate international labels anymore). Customer service is just delaying and delaying but no fix is anywhere in sight. They are just not interested, I guess not many customers are using Parcelforce. Interestingly they are still advertising Parcelforce as supported carrier (hey competition, that's something for you...). And then I dared to ask if I could get a refund for the period my main carrier wasn't available (several months..) and they offered me gracefully £4... because I generated one DHL label per month. That's unfortunately not the type of support expected if you want to rely on Sendcloud for business critical activities.

dont become a customer here. customer service is only treu chat. if you want to call them you have to upgrade to a premium acount XD thats the biggest scam ever. they charge extra cost always. its just a big big lie

I ordered from a Bazouk, a brand that uses Sendcloud. The package got lost and the customer service from Sendcloud took weeks to investigate the issue. Asking me twice to fill out the exact same unprofessional Claim Form. They closed the ticket now stating that the carrier claims I received the package. This is not true.

So just from a customer perspective - their customer service is horrible and it really seems like there is no insurance policy in place otherwise this issue would have been solved quickly.

does what needs to be done! Working with sendcloud for years for our e-commerce store and love working with it.

Handy application to send orders from our online shops! Good customer follow-up.

Great tool to easily ship our service, with many options to customize it to our needs. Great customer service, very friendly and helpful!

Sendcloud has really made our lives easier. We have been able to improve all kinds of process and this saves us work and FTE.

I have been using sendcloud every once in a while. On average the prices are about the same, but the overview was convenient. For a large package I accidentally entered the wrong country. If I would have tried to send it with the postal office instead of sendcloud, their system would have picked up on it, giving me a chance to correct it. Sendcloud seems to overrule this system however and it made sure my package was send to a country, which didn’t have that particular street, postal code or city, and never informed me there was something wrong. Luckily I saw quickly I made a mistake and immediately contacted sendcloud. Several times. Ideally sendcloud could let the postal service reroute it to the correct adres. The worst thing for the receiver would be to have to wait for the package to be send back after a week.

Over a week later sendcloud responded... The employee, who clearly had not read any of the messages I send sendcloud in the meantime, kindly suggested the package could be picked up, blissfully unaware of the fact the parcel was in the wrong country that entire week.

In terms of basic functionality of their software and customer service, this is one of my worst experiences with a company in years. The dead silence combined with them managing to downgrade of the postal service’ own level of quality, resulting in what will probably be double the cost for me as the sender and a lot of additional waiting time and frustration definitely for the receiver compared to the usual experience of the local postal office makes me regret using sendcloud.

Update: Sendcloud has offered to refund the costs, which is a reasonable solution considering the package is already on its way back, but it remains a frustrating experience.

We have been a Sendcloud customer for over 2 years, and our experience through this time has been amazing in every aspect.

Their customer service team is great, and any issues we have to get resolved, the platform is really easy to use and makes generating labels a breeze while connected with our eBay shop, so I would recommend them to anyone without hesitation.

Our consultant Pirmin is great.
Always quick and helpful answers!

One star deducted because we have problems with delivery to DHL Pakstation

Great service, smooth user experience, very responsive customer service.

Sendcloud has been a great, fundamental tool for Fulfilement and organisation for our e-commerce business. The customer service/ sucess team has also been outstanding, both in assistance as well as communicating new features / builds that may be useful as they constantly optimise the platform.
Big thanks to the team for all their support and hard work, special thanks to Igancio, as well as Jacqueline.

Exceptional product! Sendcloud simplifies our shipping with its platform, saving time and streamlining our process. Their relevance for our business is unmatched. Plus, their support team is incredibly responsive and helpful, ensuring smooth sailing every step of the way. Highly recommend!

The onboarding process was great, thank you

Communication is via chat, which doesn't work at all as you get different employees every time who don't know anything about it. Complaints must be reported via a ticket, which is not done at all and has already caused hundreds of euros in damage due to incorrect delivery and shipping costs while the package is simply dumped somewhere! Complaints are not recorded and only reference is made to the fact that you must report a complaint via a ticket. Very poor service and no added value for your company at all!

If a package goes wrong and you provide proof because of their request, nothing will be done with it!

Best userface of all companies who offer similar services. Also a very kind and quick customer support.

Sendcloud have helped us grow from 30 orders a day to 300 orders a day. The process has saved us time and money and increased customer satisfaction.
Roni in particular has been great. Very supportive and always on hand to help us.

I am a sendcloud customer for about 3 years. It works well until something doesn't go as plan. They don't really have strong relationships to UPS/DPD. Be prepared to follow up on queries many times. It's very frustrating.

We started working with SendCloud around 4 years ago and we had barely any issues with it and whenever we had a minor problem, the customer service was always been very efficient and friendly.
We can definitely recommend it!