Dripshipper: Coffee & Tea

Love Dripshipper and their products...the coffee is always fresh, they have a great variety and the app is so easy to use for quick delivery!

Update-7/72020

Customer service is not that great. I hate that you cannot speak to anyone on the phone. They need to make this available as well. An agent & I were going back and forth for more than 3 days. We could have got this resolved if the customer service responded spot on. There were 3 things I noticed in this past month. 1. Shipping time is too long 2. Labels are handwritten & messy looking 3. Sometimes your customers may receive another brands coffee.

1. Shipping started out great but, then it became longer than the 3-5 days. It took one of my customers at least two weeks just to receive their shipment. She ordered on 6/20 & she still has not received her order. It is now 7/7/2020. Also, my daughter ordered some coffee & I ordered the next day, we live at the same address but, my shipment came before hers. Her order was fulfilled after mine. Orders should be processed in order they were received.
2. My labels have been typically color labels but, one of my shipments I received a black & white label that was handwritten & looked like it was the last label out of the printer. That is not good business at all. I had no idea there were handwritten labels anywhere.
3. Production screwed up & one of my customers received another company’s shipment. I am glad it was not a total stranger that received this package. What if they would have posted this on their social media? I hope my customer receives the items they ordered in a more faster shipping time. He ordered on 6/16 & it was delivered on 6/26. I do not see a new order in my store at all.

So far everything runs smoothly. I like the quick shipping & the automated fulfillment. I wish you sold more than coffee.

It's really simple app with good features for business. Everything in a right place and you can adjust whatever you want.

UPDATE: Heard back. At least got a substantive answer about the problems our customers having. There is so much potential here. I hope they can improve customer service; we want to stay with them because of the things they do well.

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The logistics are decent. What we give up in profit margin, we get back in services that allow us to focus on brand building and marketing. BUT...

But, Dripshipper Team, your communication when there’s a problem or when one of our customers has a problem has been awful. Please, please, please start taking OUR customer service issues more seriously.

I’m not going to go into the specific problems here, because I respect you, appreciate you, and want you to succeed. But go look at our recent chats and your responses. It’s as if you just don’t CARE what our customers are experiencing or how that might affect our brand.

Your most recent reply was beyond apathetic. It’s clear u didn’t read our entire message. And this responding 24 hours later crap...we’ll, I just don’t see how we can have a successful long-term relationship without more serious interaction.

I hope u see this and respond. I sure can’t get good answers or satisfaction through the app.

Even so I gave u three stars instead of one, because you do many things well.

The concern for me is that your customer service is MY weakest link.

Honestly pretty easy app that works easy and does what it says it does. The pricing is a bit steep especially since you have to pay the monthly fee too but if its just extra sales for your store how can you really complain. I ordered a bag to checkout the quality and the coffee was good and the packaging actually was amazing looking.

I love the app! But CUSTOMER SUPPORT is NOT GOOD. This hurts as a beginner in this line of business.

12/19 update-
Customer order has fallen through the cracks. They ordered Dec. 18, the order didn't ship that week. I understand companies shutdown during the holidays, however Dripshipper said it's between one and seven business days for orders to process and the same timeframe for shipping. Support initially did not look into the specific order to provide more info when I had a customer grilling me about shipping (so I look like an idiot not being able to provide answers). His order didn't appear in the Dripshipper app so support told ME to recreate the order and mark it as paid. I refused and said that's not for the customer (me) to fix. We gave Dripshipper access to Shopify and they replaced an order which screwed up our accounting because the order wasn't marked as free AND the customer (already pissed off) got another email saying he ordered again but for a different amount of money. (Remember, all this is on you to relay to the customer because they think it's YOUR product that you're shipping.) While waiting for support to clear up the order, it gave me plenty of time to find the websites for the coffee suppliers and see that they have their own dropshipping and private label setup. I've reached out to them, updated my Shopify review, and discussed with colleagues how to ditch the middleman and work directly with suppliers for easier and cleaner communication.
In simple terms: You pay $30/month to be a third party without direct access to the supplier to provide your customer timely and accurate information. Dripshipper is simply a middleman app that adds another layer (meaning time delays and complexity -- and cost) for simple coffee orders.

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ORIGINAL REVIEW
Everything you read about the customer service is true. Before we started using the app the replies seemed quick and helpful. When we were on the free trial we had two orders placed for our store. The first order was July 3 but there's no info about it (it's July 12 today), and a second order was placed the next day. The second order shipped and the customer already has it. When inquiring about order status the support people respond that they don't have access to Shopify info, even though I sent a screenshot of all the customer info. Several emails back and forth and I still never got specific details about the order in question. Be mindful of delayed responses because it makes US look like an idiot to OUR customers. If dropshipping is so secretive, remember that they have no idea that another company is messing with your customer service. To recap: a full 10 days after a customer has ordered -- our very first customer, no less -- there is no info about the shipment, the support team doesn't answer direct questions, except giving copy-and-paste replies about timeframes. Thankfully our customers are understanding and we're playing it off as "sorry about this, we're new and still getting the hang of it" but I'm expecting them to flip out and call out OUR bad customer service because of poor communication from Dripshipper.
If we hadn't spent a ton of money on creating our store I'd have shut it down before the 14-day trial ended. What a shame.

Great app! The products are top of the line and support is top notch. Easy to use and link to you store.

I have used this program for years and have loved it. More options on labels (including color) and more options for single serve and single serve packaging would be great but beyond that, I am very happy with the service.

I used this app to help me build a much more clean/streamlined coffee business than ever before. The integration is simple but more importantly is the staff support. Weekly support calls are a huge benefit to mastering this app. It really is simple and straightforward. If you are a coffee start up, this is highly recommended.