Dear ShipStation Management,
I am writing to express my deep frustration and disappointment with the ongoing support experience I have been receiving. As a long-time customer on your highest-tier membership plan, I expect competent, timely, and knowledgeable assistance—unfortunately, that has not been the case.
Recently, ShipStation has made system changes that have disrupted our ability to efficiently process orders. Whenever I attempt to reach support, I am met with extremely long hold times, and when I finally get through, I am connected to offshore support staff—specifically in the Philippines—who consistently lack even the most basic knowledge of ShipStation’s platform. It is clear they are still in training while trying to assist paying customers, which is entirely unacceptable.
My latest experience with an agent named Irene was particularly upsetting. She demonstrated no understanding of the platform, placed me on hold without resolution, and only added to my frustration. I have never experienced customer service this poor from any other company in my 25+ years of doing business.
Your management’s disregard for high-paying, long-term customers is disappointing. I urge you to take this matter seriously and prioritize meaningful support over outsourcing and cost-cutting.
Sincerely,
