10 Red Flags When Hiring an eCommerce Agency (From a Trusted One)

We’ve been doing this long enough to know: not all eCommerce agencies are created equal.

If you’re a mid-market brand looking to scale, the wrong partner can set you back 6–12 months – or worse, burn through your budget without delivering real growth.

Whether you’re replatforming, rebuilding your Klaviyo, or just trying to get things moving, here are 10 red flags that should give you pause – from an agency that’s worked with some of the best brands across ANZ and the U.S.

1. They say yes to everything

If the agency agrees to every request without pushing back, run. Good partners ask questions, challenge assumptions, and protect you from making expensive mistakes. You want expertise, not a yes-man.

2. No clear growth strategy – just tasks

If their proposal is a laundry list of deliverables with no mention of outcomes (LTV, AOV, margin, etc.), you’re probably dealing with an order taker. Real partners talk strategy and impact – not just ‘what we'll build’.

3. They don’t ask about your margins

This one’s non-negotiable. If your agency isn’t asking about margin structure, COGS, or CAC, how can they make sound decisions around promotions, tech, or retention strategy?

4. They lead with pretty, not performance

If they’re obsessed with aesthetics but can’t explain their CRO thinking or retention flows, it’s not a growth agency – it’s a design studio. Looks matter. But so does load speed, UX hierarchy, and conversion logic.

5. No platform specialisation

Shopify isn’t the same as WooCommerce. Klaviyo isn’t Mailchimp. If they ‘do it all’, they probably don’t do anything deeply. You want specialists, not generalists, who know your stack inside out.

6. They outsource everything

If most of the work is offshored or white-labelled, you may face major gaps in quality, accountability, or time zone comms. Ask who’s doing the work – not just who’s on the call.

7. They don’t touch data or attribution

If they can’t talk GA4, LTV, Klaviyo reporting, or attribution windows, they’re not fit to run performance channels. Brands live and die by numbers – your agency should, too.

8. Their case studies are vague or outdated

If every example is from 2021 or lacks real numbers, be sceptical. A good agency can show current, measurable outcomes: X% lift in retention, Y% drop in CAC, Z% faster load time.

9. They overpromise timelines

If the pitch says ‘3-week build’ for a full replatform with integrations and custom UX – they’re either cutting corners or lying. Quality work takes time. Any agency worth their salt will tell you that upfront.

10. You don’t speak with the strategist

If you only talk to sales – and not the people who’ll actually plan, build, and optimise your account – expect misalignment. You want direct access to the brains, not just the brochure.

What to Look for Instead:

• Strategic pushback and platform-specific advice

• Clear ownership and in-house talent

• Transparent, outcome-focused case studies

• Real discussions about margin, LTV, and data

• Partners who give a damn – and have proof

Why Brands Trust Atlas Studios

At Atlas, we’re honest about what we’re good at – and what we’re not. We’ve helped over 60 brands scale through Shopify, Klaviyo, and smart retention strategies rooted in data, not vanity.

If you’re looking for a no-BS partner to help you migrate, scale, or retain more customers, we’ll tell you what’s possible – and what’s not.

Want to sanity check your current agency or upcoming project? Reach out – no pressure.