SPS Commerce Arvostelua 

We were required to sign up with SPS Commerce because one of our department store customers decided to start sending orders through their platform. SPS offered us a discounted rate, so we agreed to sign up specifically because our customer requested it.

Unfortunately, our customer did not actually start using SPS for several months. Since we were not processing any transactions through the system, we contacted SPS and asked them to pause the billing until the service was needed. Their response was that the only way to stop the charges was to cancel the subscription — meaning we still had to pay monthly fees for a service we were not using. On top of that, the cancellation only became effective after two additional months, which felt like a way to continue collecting fees without providing any value.

A few weeks later, our customer finally started using SPS, and we contacted SPS to keep the subscription active since the cancellation had not even fully taken effect yet. Instead of simply continuing the existing service, we were told we needed to sign a new contract at a price that was approximately 120% higher.

For a company that does not process an extremely high volume of transactions through SPS, the new pricing made no sense and was not worth the cost. The entire experience felt inflexible and focused more on maximizing billing than supporting customers.

We expected better customer service and more reasonable flexibility, especially since we only signed up because one of SPS’s customers required us to do so.

We have been using the SPS Recovery Revenue platform for several years and has been extremely easy to use and very intuitive. The user friendly interface makes it simple to navigate through claims, track progress, and stay organized without any unnecessary complexity. What stands out most, however, is the level of customer support. The team has been incredibly helpful, responsive and knowledgeable. They consistently provide valuable insights and guidance that I would not have had otherwise, which has made a meaningful difference in how we approach and manage chargebacks.

Our company has been a customer of SPS Commerce for over 4 years now. In that time, they have helped us recover nearly $4 million in invalid retailer deductions. Their solution is exceptional and continues to get better and better. In comparison to how we operated before working with them, our bottom-line results have improved dramatically. In addition, the cost for this service is a fixed monthly fee, so our costs are capped, regardless of the amount of money we recover.
Their customer support team is really amazing and their dedicated team members are incredibly engaging.
Our company considers SPS a valuable and exceptional partner and are grateful to have them on our team!

Terrible company, faulty platform, ad communications and expensive

Response:

SPS communication is non responsive.
I could even cancel as all of the call centered are off shores with zero answer.
The platform is clunk and unresponsive.

Awful, they constantly contact you every month to upsell contracts.....pushy sales people.....when you need help adjusting they just ghost....not a sustainable strategy.

This company is unethical and practices deception with regards to account set-up and fees. I was told one thing on the phone then something different when I signed-up. But worst of all, they've been charging me over $500 a month in reoccuring fees ... And my account isn't even set-up yet. I have a $3000 bill yet we haven't finished set-up. Now nobody will get back to me.

We were charged for document transmissions even though our implementation and testing of the service to a major big box retailer was not complete. When providing clear evidence of this documentation to the contract team, they denied responsibility of failure to complete the service offering and kept the charges in place. Not a good long term solution provider.

They are unresponsive and unprofessional. Getting through this EDI process is like pulling teeth and they always have an excuse for delays or lack of communication.

SPS is the armpit rash of 3rd party EDI services. They have a really poor testing platform, and you are guaranteed to have issues when you move to production.

If you are thinking about entering into a contract with this company, do not do it, you have been warned.

Terrible. Billing depsite saying they won't and saying they will refund, but don't.

No communication from them!! They are quick to bill you but slow to implement. I would not recommend them to anyone. Run far away from this company

The onboarding experience with SPS has been poor. The assigned technical testing resource was not helpful, dismissing our requests for support and clarification on more than one occasion.

Based on our experience, the onboarding services offered by SPS are bare-bones and represent poor value for money. I have deployed EDI projects for over a decade and this has been the worst partner experience to date.

On the commercial side we have also faced problems with attempted overcharges, and in this regard SPS were evasive and unhelpful.

READ THEIR CONTRACT BEFORE YOU SIGN UP! You will sign up at one price with a lengthy notice to cancel period, and then buried in their terms on their web site (that you weren't provided nor signed), it says they can raise the price without limit. They raised ours 40%. These people are pure evil. Class action lawsuit anyone?

At a minimum, PLEASE submit a fraud report at ftc.gov so that they can look into this and, hopefully, sanction these fraudsters.

I used to have a great partnership with our account team @ SPS, but they seem to have gone downhill. Any type of custom mapping is next to impossible at this point. I can't get our project mgr to respond to emails, the support team takes a week to respond and is ZERO assistance. Working to get out of this contract immediately.

SPS has malicious sales tactics and purposely creates contracts that allow for infinite billing. Cancellation can only be made 60+ days in advance of your contract RENEWAL. If you miss it, you are stuck with them for another year.

I'm continually contacted by their sales team. They refuse to acknowledge data and account deletion requests.

Do NOT work with this company.

DECEPTIVE SALES AND BILLING PRACTICES. Like many former customers, I signed up with the intention of doing business with a 3rd party via EDI. First, SPS told me they could integrate my system with the required sales partner to fully automate my order flow. They billed me over $2k for a custom integration. I paid. After weeks of confusion on their end about what needed to happen, it turned out SPS could only automate a small portion of the order workflow making 'automation' meaningless. I canceled the integration project and had to request the credit on multiple occasions before they returned my money. For the EDI platform itself, SPS representatives never disclosed there was a term to the contract. I ended my relationship with the 3rd party selling partner and SPS is not providing ANY services to my business yet continues to bill me for platform 'services' they are not providing. I have disputed all platform charges with my credit card company and will continue to do so. SPS - I'm sending you this message because I want you to know that if you continue to bill me I'll see you in arbitration or court and any resolution you seek will cost you much more than writing off what you claim is owed to you. SPS is pure EVIL. Do not engage or do business with them.

I tried to close my account. It has been a year, and my account has not been closed by them. They told me flat out lies before signing up. And they are now saying to pay for the year that I have not used their service. They deserve bankruptcy. I will host a party if they ever go bankrupt and I don't even do parties.

I will do an update only after they close my account. If you read this without any updates, that means that my account is still not closed, and they are still trying to charge me.

Would pay $100 to give negative 10 star rating if an option ever existed. Going to post on other review platforms so that I may warn others that these guys don't allow you to close your account.

We've been using SPS for about 3-4 years now. They charge us about $250 - $300 every month to receive EDIs from our vendors. This is my gripe with them.

1. We get chargebacks and lose money on purchase orders (sometimes the chargeback is more than our POs) because their fields don't auto match with that of our vendors.

2. I canceled our SPS EDI service in May, spoke to someone via Chat (because its hard to reach your "agent" by phone) and they still billed us for June and July. When I initiated a chat convo about it, they referred me to a dedicated client line. Spoke to someone of that dedicated client line and he said he had to send in a request to look at what the issue is..

Save yourself the headache, and try to find another company that has better rating, if any.

They do not honor agreements. We had a SPS written and executed agreement about pricing and they chose to ignore it. They suspended our account when we were having an ongoing conversation about their mistake. We had paid everything we agreed to. I don't know if it was on purpose or if they are incompetent and disorganized. It had a major impact on our business. We were also ignored, they just wouldn't respond to our emails. I don't know what is going on over there, but it is shocking and has real negative implications for us.