ShipRelay

We worked with ShipRelay for about 18 months. Inventory was sent to their warehouse in clean, sellable condition, but over time we began receiving customer complaints about orders arriving dirty or damaged, which our own test orders confirmed. ShipRelay provided changing explanations for the condition of our inventory and did not proactively inform us that products were being shipped to customers in compromised condition. We ended the relationship soon after. Retrieving the bulk of our inventory took over a month, leaving much of it unavailable during peak holiday season. When inventory was returned, numerous items were damaged, unsellable, or missing. We also encountered billing issues during the exit, including introduction of new onboarding charges and charges for work we didn't authorize. Despite repeated efforts to resolve these issues, we have not reached a resolution and a portion of our inventory remains outstanding. This experience was deeply damaging to our business. We want to ensure other founders don't experience the same negative impacts, and are happy to share documentation with those seeking more detail while evaluating potential 3PLs.