Shutl 

I sold a laptop via eBay which was sent via Shutl. The package was delivered ripped open and empty and Shuttl Customer Services have been appalling. There is no way to contact other than online chat. I received a £25 refund which is much less than the laptop was worth and once this decision has been made (no consultation or contact) by Shutl, even the online chat personnel are unable to discuss the issue. Therefore, Customer Services effectively disappears to zero. I will never use Shutl again and recommend that no one else does.

I never write review but am going out of my way to write this one!!
I sold 3 face creams on eBay for £60.
I used the shutl service as it was the cheapest and seemed simple.
According to the tracking, my item arrived at the depot the day after I posted it, from there it was 2 weeks until I had an update saying “there’s been a delay and your parcel will be on the move again within 24 hours”. 2 days later I had the same update again.
I emailed to find out what was going on and to file a claim for compensation as I gathered the parcel had either been lost or damaged.
I received a reply saying that my claim for compensation has been declined because my item was listed on a prohibited items list... I had never seen anything about prohibited items and had they made me aware of this list prior to posting, I wouldn’t have used their service!
I have since read the list of prohibited items which is ridiculously long and you basically can’t send anything with them. Would have been easier to list everything you CAN send!
It also states something along the lines of “if a carrier becomes aware of an item being prohibited, it may dispose of the parcel at its own discretion. Shutl holds no responsibility for this.” IT WAS FACE CREAM. Could you not just send back? I would happily pay postage again to save losing £60!
Thanks a lot shutl, will spread the word about this terrible service and ensure no one I know EVER uses you.
£60 is a lot of money to me and my family, having to lose it has put us in a difficult financial position.

Shutl have the most ridiculous no compensation list
Things that RM cover are excluded from Shutl liability . Send item with fragile by hand and they ignore it and break item
ebay aint much better they expect sellers to refund buyer and carry cost of the broken items
Just escalated the monthly shutl invoice to a claim back via paypal under sale of good sand service act ... let see what happens

Sent a parcel a month ago. Went from Carlisle too Preston and someone put a Hazard warning ⚠️ on it and it was only by the insistence of the buyer and my self it moved. Phone calls emails, no one would take responsibility for the mess. They come up with useless Not My Job comments. eBay have made a mess of this. Sadly they push them, you send a parcel they then use another carrier to do the job in my case UPS nightmare. Thankfully delivered yesterday, but at what cost too our stressful lives 🤬

They provided me with a wrong tracking number and caused me a loss on my transaction.

I've used Sh;tL sorry Shutl lots of time now and always the slowest but most cost effective way sometimes especially with larger items. I weigh and measure such items and ALWAYS chose the correct costing in sizing, weight and compensation and pay the correct money for the service. Last invoice they charged extras for one particular parcel due to being in excess of the size or weight of postage purchased. Frankly this is a downright lie! The parcel was weighed and measured accurately by the dispatch dept and was well within the sizes quoted by Sh;tl. But no these faceless thieves charged an extra £10 with VAT. No wonder eBay are dumping such a Sh;t company! They'll of course come out with the usual nonsense, 'We always weigh and measure all parcels accurately' utter bilge! At least Turpin wore a mask, good riddance to bad rubbish and how many more people have they turned over in their last month with eBay??

awful. Couriers don't turn up, Shutl's customer service is just "take it to a drop off", if you complain further, they come up with some excuse (they told me I lived in a gated community, nothing could be further from the truth). And now they are chasing for payment BUT they'll only accept paypal, which I don't have. Wonder which court this'll end up in. AVOID at all costs. No wonder ebay and them are parting company.

SHUTL need to look at how they operate, as they DO NOT have a phone number, DO NOT have an active claims department, that operates immediately, and DO NOT offer any form of support, when it is needed, and when an investigation needs to conducted quickly!

This company appears to operate a 'no-contact' form of operation, and it makes one wonder just what is happening, when all you can do is approach them via silly Web Chat, and end up No 9 in a queue, where the wait can be half an hour, as it was with me yesterday, August 8th.

So, SHUTL, now is your chance to DO SOMETHING!

On August 6th I used the Ebay, SHUTL label and postage service, and paid my money, via Pay Pal, buying a UPS label, for Next Day service. Thus, I entered a contract with SHUTL, as the agent.

The item being a vintage, collector's CD player, being mine from new, in mint condition, and a Marantz CD63 MKII KI Signature. This was pristine, and with original box, which was totally pristine, too. I protected it with a second, outer box, with correct labelling to all four sides, being, ''Do Not Drop, Fragile'' and with a large, bright warning to the top, near the UPS label, clearly stating, in large letters, ''Fragile, Do Bot Drop''.

It was left at a shop, where I know the shop keeper, and he carefully put this into his back room. I saw this. That was AT 09.16AM, Tuesday August 6th.

On Wednesday August 7th, I received messages, via Ebay, from the buyer, to say that the item was not working, and that the package, internally (the original box) was damaged, with crushed corners, tears and that the polystyrene inserts, that the unit is settled into, were all split. Suggesting massive impact, and not just once, but several times.

I was furious, as this item, that sold for £325.00, and fully insured for that amount, had been damaged due to, seemingly, deliberate acts of vandalism!

I attempted to contact SHUTL, but could find no phone number, and not direct way to actually speak to anybody, which is absurd! So, I resorted to simply using their on line form, if you can all it that! Simpy putting my name, email address and the UPS tracking number, and my Ebay ID into their details link. I did NOT receive any confirmation that my claim was operating, and had to, then, join the silly, so called, 'Web Chat', waiting for half an hour, for a very unhelpful operative, who, reluctantly, did look and confirm my details had been logged properly. All he typed, was, ''Our claims team will be in touch, within five days''. FIVE DAYS???!!! It is obvious SHUTL don't regard UPS's acts of destruction as serious enough to look at, with some sense of urgency!

I have photographic evidence, and sadly had to tell by distraught buyer to open a case, against me!! Why? Because SHUTL acted for UPS, and UPS damaged my goods, and SHUTL are doing nothing!

This has now cost me postage to my buyer and will cost me postage back to me, and that is around £40.00 before my claim begins, if SHUTL begin it! I am not waiting, as they have a duty to deal with this now. Hence my totally negative review here, and this will also act as evidence against this shambolic company, that offers zero customer service. If they do not deal with this, and resolve this matter, to the full cost of the destroyed item, I will take them to the small claims court, and publish here! So, come on SHUTL, deal with this claim, and UPS, and contact me!

I have responded to your email and provide the photo evidence of the box and the bubble wrap packageing for parcel P2G61972941
Please can you respond to this as soon as possible

Shutl have claimed a parcel was signed for and delivered. It wasn't and eventually after MUCH chasing it turns out the driver signed for the item himself and then having done so it has never appeared with the actual customer. I have had to refund the customer and not received the item back. NO REAL APOLOGY OF ANY MEANING OR VALUE FROM SHUTL EITHER. If I were you, I would never use this service. delivery by pigeon would seem more reliable.

Stay away. They lost my parcel and are refusing to compensate me. Their duty of care to their customers is absolutely disgusting. They have left me no choice but to report them to Trading Standards, Watchdog and I’m also taking them to the SMALL CLAIMS COURT as they are in breach of contract. I encourage any of you who have suffered at the hands of these people to do the same.

AVOID AVOID AVOID
I sent a small vase via eBay/Shutl/Myhermes. It never arrived and I only knew there was a problem when the buyer complained. The tracking showed that the (really well packed) parcel had been ‘damaged beyond repair’. I messaged customer services via their website and was promised a response within 5 days - nothing. I have used live chat twice but remain at 19 in the queue until I lose the will to live. I will never use them again.

Avoid Shutl use any other way

I made two shutl based deliveries in good faith. When I received the invoice at the end of the month, they claimed without any actual evidence that my packages had been retrospectively outside of limits and they charged me exorbitant fees, including fees for 'new labels' etc. There isn't much you can do to defend yourself.

I won't use shutl again. It felt to me personally like this 'oversize' thing might be something the delivery companies, with their tight margins, make huge additional income from.

Following the reply from Shutl below:

Where is the accountability Shutl? I did not contractually sign up for you to add whatever fees you chose. Or did I? Do your terms and conditions let you do whatever you want? Is this why you offset your billing by a long period?

I measured those parcels very carefully and they were in limits. I felt ripped off. We can continue this as a longer term corporate complaint, but in the meantime I just want you to know that I spent a lot of time and effort preparing those parcels so that they were in accordance with the information you provided as part of the contract I accepted. I didn't agree to you and Hermes making a uniliateral decision to deliver something you would later claim to be oversize. You should not have accepted delivery. I look forward to seeing firm evidence that the parcels were the wrong size/weight
n.b. Please don't try and offset the responsibility for you business model onto the other company, you are the ones I made an agreement with.

Avoid this joke company! Scammers! Took £9.28 out my account when only one parcel was sent within the invoice period! Should have been £2.79! Will be reporting to ebay/paypal.

Very rare do I get any problem and when i do it is sorted quickly.

Where do i start
1) boxed item damaged (box inside packaging crushed - as we all know its important to keep boxed item in good shape if you're selling as such)
2) paid for signed delivery - buyer advised item just left on porch - signature was a FORGERY
3) fobbed off by the customer services who have offered me a credit against the postage cost of my next delivery - hilarious - as if i would use them again - terrible.
4) Once they deem the case closed you can no longer reply to the emails....

I would recommend reviewing your customer service process - and your delivery process and probably every process you have Shutl....

conclusion: cheap for a reason - its rubbish

Do not trust. 2 day delivery item was lost for 20 days without tracking info and marked delivered without the item delivering. Refused compensation because the item was tracked as delivered.

Do not, under any circumstances, use Shutl. We unfortunately did - to send five identical packages of sales we made on ebay. Four arrived, one package got lost. But because Shutl deemed the lost in transit item to be a liquid (a flooring adhesive), they say they are not responsible for the loss. Go figure. Also took them more than a week to get back to me.

Took £3.74 from my account when I haven't posted anything for 2 months! Somehow they were added to a pre-authorised payments list on PayPal (both being owned by eBay). To take money as 'monthly fees' for doing NO work is disgusting! Reporting them to actionfraud.police.uk (who never do anything). Check your PayPal pre-approved list and avoid like the plague!

Reply - NO, I have not received a Shutl invoice as I have not used you for 2 months! All previous jobs were paid for in full at the time of printing the labels, so this charge is not legally justified!

Wow what a bad company (middle man)
Before you post anything check the prohibited items list,
And 75% of your item will go missing, Royal mail it is..