+1 800 967-0030

Why Do Customers Leave Their 3PLs?

If you’re reading this blog, you may be shopping for a new 3rd party logistics company (3PL) to help solve some sort of problem you’ve experienced with your current provider.

It happens, not every 3PL is a perfect match for every company, and as your business’s focus changed over time, it might have simply been that your goals grew in a different direction than your 3PL’s skill set. These things are common in the business world, but that doesn’t mean that you can’t plan ahead and make the next fulfillment partner you choose be one that your company can grow old with.

Problem #1: Your 3PL’s technology isn’t keeping up with your data-collecting dreams.

Before you form a partnership with any 3PL these days, it’s vital to assess the company’s interest in data collection and incorporating technology into the supply chain. Not only can that tech make your deliveries more efficient, it can give you a lot more information that will help you predict what your customers are going to want to buy or how much product to stock for the upcoming holiday season.

Big-time data is good for you and your 3PL, and if they’re not ready for that reality, you should keep shopping. Don’t sign and wait for the tech to come—choose the company with the technology interest that matches your own.

Problem #2: Customer service is always a struggle.

When you call your 3PL, do you hesitate for a minute? Are you seriously considering just letting another billing error or fulfillment issue slide because customer service is such a disaster that it feels like it’s just not worth the hassle?

This is a bad sign. A really bad sign—just like with technology, your fulfillment partner should care enough about your company’s business that they create a customer experience that doesn’t feel like nails on a chalkboard. When customer care is a high priority, you’ll have a better time resolving issues and so will your customers if they need to return something using your 3PL’s reverse logistics arm.

Problem #3: It feels like your 3PL’s pricing is too high.

You probably get lots of email flyers advertising 3PLs that are cheaper, with lower fees for this and that than your current 3PL. And it’s true that after a while it may pay to speak with your account manager about renegotiating your contract to match the newer clients of your fulfillment house, but just because you’ve heard about a bargain basement fulfillment company doesn’t mean you aren’t getting what you’re paying for.

After all, that new company may be slow to fulfill your packages, they may not offer the quality customer service you demand or lack the technical support that your company requires. There’s no harm in shopping around, but remember that what you get from a 3PL is a lot more than just one-size-fits-all shipping and warehousing.

There are plenty of 3PLs to choose from in the market, so the competition for new customers can be fierce. Just remember that your company needs more than a shiny offer from a fly-by-night business with little experience when you’re seeking a fulfillment house that you can partner with for the long haul.

December 27, 2016
Share This:

Related Posts


Avoid These 3 Common Order Fulfillment Mistakes With Shipwizard 3PL

Order fulfillment is a multi-step process that requires a complex dance of coordination. Mistakes are common along the way, as businesses grow, change suppliers or add new products, all while customer expectations change in response to market trends. At ShipWizard, we...

Outsource Fulfillment To A WooCommerce-Friendly 3PL

As a WooCommerce-based merchant, chances are, you are very familiar with the primary e-commerce plugin for WordPress and its capabilities. The WooCommerce plugin is downloaded over 30,000 times every day from WordPress.org. 8.7% of all websites use WooCommerce....

Find A 3PL Partner for your Tempe, AZ Business

If you run a business in Tempe, AZ, we know you need to get your product stored securely and be ready for fulfillment at a moment’s notice. Tempe is consistently rated as one of the best places to live in Arizona and is among the top “boomtowns” in the country. It is...

Gearing Up For Fall Supplement Season

The back-to-school season is upon us, which means the cold and flu season is right around the corner. The exact timing and duration of flu seasons varies, but according to the CDC, influenza activity often begins to increase in October. Consumers are stocking up on...

Back-To-School Order Fulfillment

Is Your Order Fulfillment Process Ready for Back-To-School Season? We are reaching the end of the summer and, to many school districts across the country, that means it is time to think about the kids heading back to school. Shopping for back to school is a yearly...