Not recommended at all

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United Kingdom United Kingdom
Jyan
Kudos: 112
Joined: Jun 18, 2009
stardim stardim stardim stardim star
Not recommended at all
7 Mar 2016
I find a number of positive reviews below to be highly suspicious, so be aware of the following. It is a very expensive solution which we wouldn't mind paying if it did what was promised, but it doesn't. The software is badly written, there are many, many bugs which we gave up reporting to the support team as firstly they were arguing as whether it was a bug (absolutely 100% sure ourselves) or they couldn't be bothered to fix anything. We felt like another reviewer (see below), that we were testing the system for them and had to provide pages of detail to prove the bugs which if they had adequate testing procedures would have been picked up quite easily themselves. The support team are slow to respond, and they don't bother at weekends. Considering you rely on this 24 hours a day to keep pricing competitive and the amount of money they charge, is ridiculous. They never want to escalate a problem and when you ask to speak to a manager they refuse. The system is far too slow in updating information on ebay and not a lot better on Amazon. They promised to add features, they haven't. The support team do nothing apart from deny. There is no support forum so they are avoiding people that way as well. There is no online fault ticketing so you can't follow anything up only by email. The system goes wrong and they don't compensate you for lost sales, They couldn't really care about their customers as far as I can tell, all they want is your money.

[Last edited: 7 Mar 2016]
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chris@sellerexpress.com United Kingdom
SellerExpress
Kudos: 250
Joined: Dec 14, 2010
Re: Not recommended at all
7 Mar 2016
Hi Jyan

As a valued long-term customer who has used SellerExpress for almost two years, I am really sorry to hear you’re unhappy with the system and service. As you are continuing to use SellerExpress, can I remind you that unlike many of our competitors, you are not locked into any long term contracts and are free to cancel your monthly subscription at any time of your choosing and with no financial penalty.

I feel it’s only right that we publicly reply to your post to reassure potential SellerExpress customers of our ability to deliver a multichannel solution and to defend the views of the many existing and happy SellerExpress customers who have submitted their reviews in good faith and with full disclosure of their names.

Bonafide Reviews
I can assure you that all reviews posted about SellerExpress are done so by actual users of the system. In most cases I believe they have been happy to disclose their trading names which offers full transparency and lends authenticity to the reviews on sites such as WebRetailer. As you can see from other reviews, the majority of our customers are very happy, but we’re sorry that our software hasn’t been able to live up to your expectations.

Bugs
We make incredibly advanced enterprise software (and make it extremely easy to use) that works with multiple marketplaces and software that is ever-changing, in terms of rules, APIs and technology and do everything in terms of best practice, from coding to testing to releasing our software and getting customer feedback throughout. We fix bugs during beta testing and are delighted so many of our customers help us improve our software but we would never claim software to be ever bug free, only to be honest enough to say we work tirelessly to make it better and more responsive to what our customers want—daily.

Customer Support
As a company that has been in business for almost 15 years, producing software used by thousands of Amazon and eBay sellers, we simply couldn’t survive if we didn’t care about our customers’ businesses and the level of support they receive. All of our support team is UK based with an average of 5 years experience working with multi-channel retailers.

We don’t avoid our customers in any way—on the contrary. Multiple channels of support are open to SellerExpress users—telephone support, Chat and email are all available during normal office hours, Monday to Friday with limited email support at weekends. We are always available to deal with customer issues and fully responsive and committed to resolving problems.

All queries, errors, bugs or otherwise are addressed by our support team in a methodical manner (we use Kyako support ticketing to monitor issues and allow customers to stay in contact) and we will continue to deliver SellerExpress to the many happy customers who trust us with their multichannel sales—both small sellers with monthly revenues of thousands of pounds and larger sellers with monthly revenues over £1 million.

As previously stated, we’re sorry to hear you’re unhappy with SellerExpress and disappointed that our Operations Manager, Paul Dale (who phoned you a number of days ago) was unable to address your concerns. As always, we remain available via telephone, Chat and email to resolve issues. Also, SellerExpress has always been based on a monthly subscription plan, so you are not locked into the service in any way and can cancel at any time.

We will continue to reach out to anyone who is unhappy with our service to help find solutions and hope we can address yours via our many support channels.

Kind regards

Chris
SellerExpress helps you manage your inventory,
sales, pricing and orders on eBay, Amazon,
Rakuten and webstores.
Demo available
www.sellerexpress.com
United Kingdom United Kingdom
Jyan
Kudos: 112
Joined: Jun 18, 2009
Re: Not recommended at all
7 Mar 2016
You know it's taken 2 years to get a manager to respond, one by mentioning the ceo's email address and secondly by reviewing here. Says it all. Thanks for the sales platter doesn't mean a thing really, you had plenty of opportunities to fix things . Good luck with charging £300 a month instead of £180 for same service, please explain to anyone how a £120 monthly price increase is justified!

[Last edited: 7 Mar 2016]
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