Vincent Laroche

We have had 14 months of hell and issues dealing with Kayo3PL.

It’s hard to find the right words to describe how bad their service is.

1) Customer Service. To begin with, it’s nearly impossible to get any customer service from them, there is no onboarding at all, it's very hard to get them to pick up the phone, and if you do, they are extremely rude and make you feel like you're annoying and eating up their time. I've been told "I'm sorry, but I have a lot of work to do, so I can't keep answering your questions".

We were told so many times that we were not worth their time because we didn’t process enough orders to their liking, and that they weren't making enough money with our account. I have never seen a customer service so poor, rude, discriminatory, and unethical.

2) Storage. There is an extreme lack of transparency in the way they store your inventory. When we tried to get some answers on why they were using 4 shelves totaling 48 Cubic Feet of space for inventory with a volume totaling about 6 Cubic Feet, we were told, “Your inventory is stored in the most optimal way. We need to make some money with your account, or it is not worth it for us”.


3) Shipping. There was also a lack of transparency in the choice of carriers for shipments to clients. On several occasions, they chose carriers that were double the cost for no reason over more affordable ones (Fedex vs USPS for example), and we had to eat the cost, losing money on those sales.

4) Online Platform. Their platform doesn’t sync properly with Shopify, or they simply don't bother updating inventory. Our inventory from our online store quickly started to not match the one from the platform, and it became a real mess really quickly. Then, forget trying to get help to fix it; it won’t happen.

5) Orders were sent incorrectly, with clients receiving the wrong products or missing products. It took three months for them to agree to send us the tracking information via email.

6) Moving to another 3PL. Lastly, the icing on the cake, when we told them that we were leaving for another 3PL, they became really nasty with us and refused to arrange the shipment of our products out of their warehouse. Refused to deal with customs for sending products to the USA from Canada (as they did before), refused to pack them in separate boxes per SKU, refused to count inventory (even when we offered to pay them to do it). None of this is mentioned in their service quote. We weren't able to ship our inventory to our new 3PL because of how hard they made it for us.

All of a sudden, it was “our responsibility”, and we were not worthy of the service we paid them to do, because we were closing our account. A nightmare, start to finish.

When we tried to understand why they were acting in such an unethical way, the owner of the company, said, and I quote word for word: “If you don’t stop, I will toss your crap in the garbage. Stop eating our time. We will box it up, notify you of the last bill and send it your way. No more discussion.”

Final thoughts. I could go on and on about how regrettable this experience has been. These people don’t have any sense of ethical business whatsoever, they are only focused on money, and don’t care about customer service or satisfaction. We lost so much money in the 14 months we stayed with them. Doing business with them was the worst experience our business has ever had.