Kayo3PL

BACKGROUND

Please describe your company and position.

I am the CEO of OneHead Hair Solutions

Describe what your company does in a single sentence.

We sell hair replacement systems (hairpieces) for men and women suffering from hairloss.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Kayo3PL to accomplish?

• Process the e-commerce orders from our Shopify e-commerce store

SOLUTION

How did you find Kayo3PL?

Online Search

Why did you select Kayo3PL over others?

Pricing fit our budget

How many teammates from Kayo3PL were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Fulfillment & warehousing

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

None

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Beware of Kayo3PL. Unethical, dishonest and problematic. We have had 14 months of hell dealing with Kayo3PL and its owners, Lisa and Dave.

It’s hard to find the right words to describe how bad their service is. To begin with, it’s nearly impossible to get any customer service from them, there is NO onboarding at all, they won’t pick up the phone, and you’re lucky if you get an email reply within 48 hours. 

Misleading service agreement, errors in fulfillment tasks, an extreme lack of transparency in the way they store your inventory, hidden fees for everything they do, and choosing expensive carriers for no reason over more affordable ones. These are just a handful of points that made our experience a terrible one with this company. 

They refuse to inform you on how they decide to store your inventory, they refuse to send you photos of your inventory, they refuse to discuss optimal ways to allow you to save money on storage. 

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”.
Yes, you read that correctly.
 

Their online platform is terrible to work with. They don’t sync properly with Shopify or simply don't bother updating inventory. Your inventory from your online store quickly starts to not match the one from the platform, and it becomes a real mess really quickly. Then, forget trying to get help to fix it, it won’t happen, or they will charge you for “their time”. 

We were told so many times that we were not worth their time because they 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 and unethical. Many 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. 

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). 

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, Dave, the owner of the company said, and I quote: 

“If you don’t stop I will toss your crap in the garbage. Stop eating our time. We will box it up and notify you of the last bill and send you in your way. No more discussion.” If you need proof of that, here’s the screenshot: https://drive.google.com/file/d/18a2xEH4olXBUXjdQJekgK_Qxolo1hNIy/view?… 

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. Do yourself a favor and stay away from them.

What was your primary form of communication with Kayo3PL?

Email or Messaging App

What did you find most impressive or unique about this company?

How bad their customer service is

Are there any areas for improvement or something Kayo3PL could have done differently?

Everything is bad, they need to completely reevaluate how they treat customers