Shutl 

Any firm that operates without a phone number should be avoided. Live chat, email us is not acceptable neither is the "do it online approach" most companies are trying to take these days.
If you operate a legit firm and do a good job, you wouldn't be inundated with complaints over the phone, taking the phone number away does not solve the problem.
Look at the reviews on here, it says it all - AVOID THIS COMPANY

Update to response below.
Liv, I have emailed but you do not reply, if your focusing on live chat and email only then please at least respond to customers. You are just ignoring emails leaving customers hanging. This level of service is not acceptable

Shutl - what an absolute shambles. This is a subsiduary of EBay. Look them up on Companies House & you will see the Directors
Maurizio D'ARRIGO is the EBay Uk Chief Financial Officer & others, Yet eBay say they are separate. When parcels are booked through EBay with Shutl, it states the parcels are covered, check the Prohibited items list, and yes they are covered, but as soon as you want to claim, all of a sudden the item is on the prohibited list. They pass you from one to another, neither eBay nor Shutl want to help. eBay make you accept returns from purchasers, they force you to refund, or you get a bad mark against your account. I will be going back to the RM & passing the cost onto the purchaser. Shutl should be shut down. I wish I could come up with another name for Shutl, I could put in an i. Sod He Using This Lame Company. I will start selling through Facebook or Free Ads. I will also write letters of complaint to the Directors of this non-service & Watchdog. Let’s also blog about them. They take your money, but don’t provide the service.
Avoid at all costs.

Reply to Liv. There is no link that takes you to any other site. The Prohibited list that is viewed does NOT STATE THAT GLASS ITEMS ARE NOT COVERED. PLEASE GET YOUR FACTS RIGHT!

Worst delivery company. Supposedly tried to deliver an item 3 times- no cards left at any point then returned to sender. Waste of money probably never left the first depot.

Hi,

I would like to dispute my Shutl invoice?

An additional charge has been added for "Admin charge - exceeds weight or dimensions for selected price band". I know that this is incorrect as I measure and weigh every single parcel (both before and after packing) and I remember the parcel the admin charge is made against distinctly as I changed the box I was initially going to send with to a smaller box so that it fit within Hermes parameters.

If Shutl feel the parcel is oversized or overweight then I would like them to substantiate their claim, and until such substantiation is provided I do not wish to pay this admin charge.

How does the dispute of invoices work with Shutl? Is there a way to dispute them and block them from taking the admin fee? (I would still like to pay Shutl the balance of the invoice which is not disputed). The concern is that there is a billing agreement set up with Shutl and that they will take payment on 28th regardless. I am then unsure how and if I can dispute after they have taken the money.

Please advise.

I sent a parcel with this mob which I weighed the parcel and measured it then bought the Hermes service for it. It was collected and deliver by Hermes as usual on time with no fuss so I though all was well til..........
I got the Shutl invoice!! then they had added £2.08 plus VAT for the Parcel being Overweight or Oversized? Yet Hermes had delivered it with no mention of this on their tracking. Just a bit of background I have been using Hermes direct for years with not problems then I though that doing through the EBay site was easier and slightly cheaper so I went for it. The Shutl Customer service was not very helpful but I stuck to my guns to which they said "Can you provide and photos to prove the dimensions of your parcel?" To which I replied "Can Hermes provide photographic evidence of the Oversize claim?" The I was granted a refund of the Admin charge!
My advice would be if you do use Shutl be very careful and video the weighing and Measuring of the parcel to avoid any nasty surprises come Invoice time !

I don't know how this company can get away, with what is technically fraud, you are instructed upon sending your parcel that you can print your free label in store, only to find it is a lie at the end of the month when they charge you for the labels, written in tiny print underneath. Very disappointed, that a company attached to ebay can con it's customers in this way....and by the way this was nothing to do with the cost of the delivery, but a separate invoice for the cost of the lables, Con merchants... I have emailed the company and will take things further, this is gross miss representation and an abuse of customer trust in a company. Please see my profile picture for proof, beware all ebay users, dont get caught out, will not use again...I have since made a complaint through trading standards, I have been told that individually my complaint wont make a big impact, if you have had the same experience as me, I would advise that you also make a complaint, together we can all stop anyone else from suffering from this scam..

I am at a loss to know how to explain quite how bad SHUTL has become!

The parcel in question is: 1Z 2V7 V48 68 0461 9931. All of that was written from memory as I have typed it so many times in my emails!

I have been paying for UPS 'next working day service' but lately this has become an 'any day we like service'. The above parcel was dropped off at 08.42 on Wednesday 5th June 2019 in Wimborne, was collected at 14.26 and managed to arrive at the Southampton Hub at, wait for it, 19.33 on Friday (yes Friday) 7th June, two and a half days to move about 20 miles.. apparently it was 'lost' in the van!!! The parcel was finally delivered at 12.40 on Monday 10th June, a 5 day service apparently! And never a Next Working Day Service. Beyond belief, not even an apology!

Everybody makes mistakes (mine was to use SHUTL) but despite me emailing Shutl for 5 days, I have received nothing but an automated email, quite how rude is that?

This is the latest disaster to befall my parcels, of course it does not help when you cannot speak by telephone, and your emails are just ignored.

My next move is to contact Pay Pal to stop payments SHUTL until they address the problems that they have caused. Should that not have the desired action, there is always the County Court.

Their incompetence, unfortunately reflects on my reputation.

Please Liv, Jessie, Amy, Mo, Steve et al, do the decent thing and reply to my emails, otherwise you give me no alternative but to raise the stakes, it is entirely your choice.....

Dire service. I will not be using again. My parcel arrived shredded and in bits so goods were damaged. My postage has been refunded but not the damaged goods which I had to refund. Very very poor. They were covered by insurance so not sure how you can admit the parcel got damaged in transit but not pay the damage!!!!

Update. The item was a pair of shoes. And I had confirmed insurance cover.

I sent a faulty iPhone in the post via Shutl with £15.00 compensation cover. My buyer received a tatty book instead. The photos that he took showed that the parcel had been cut and then resealed en route. Both myself & buyer has longstanding 100% feedback with Ebay. I refunded buyer & put in a claim to Shutl with photos explanation etc. Jus received response; as the parcel had tracked showing delivery; no compensation, not even investigating. What a joke- will definitely not use ever again.

I would like to add that after posting this review Shutl have since been in touch and investigated this fully and I have now been fully reimbursed.Therefore I have changed my review rating from ones star to 3 star.

If I could give lower than 1 star I would. Standard insurance levels on lost parcels are very low. They left a parcel that I sent outside a front door and claimed it was in a safe porch. It was stolen and I've been given compensation that doesn't even come close to the value of the goods. I am seeking legal advice and I will never use this company again. I suggest that you avoid this service.

Avoid at all costs!!
I had several deliveries go ok but encountered a problem & am finding it almost impossible to resolve. Parcel not picked up by Hermes for 5 days from a parcelshop I used & no one appeared to be able to help.

Avoid at all costs the back up is a waste of time
Just one more way of e bay making money from its sellers
Stick to using the carriers direct

Have used this since it was introduced to ebay , gives tracking numbers etc straight away. Please read the list of prohibited items when sending, if they are on the list then maybe go directly to Hermes, UPS etc.

I have had one item lost & one damaged, both of which i was compensated for, the claims process takes up to 14 working days.

On the whole its easy to use. 5 millions items are lost in transit each week, including royal mail, so font be surprised when this happens.

I can only assume the negative reviews are based on the things mentioned above, I have had a good experience and will continue using them.

Appalling! Should be ashamed

Last time I ever used either Shutl or Hermes. I'd like to say eBay too, but that's sometimes a necessary evil.
I sold an item on eBay and posted it next day via Shutl/Hermes. Thought nothing more of it. Skip ahead a few weeks and the buyer's like "Hey, know when I'll be getting it?" and I'm like "Hmm, what the hell".
I then try to find out. This is where the system falls apart. You can't talk to Hermes to find out. You have to talk to Shutl. Finding their contact details, like lots of web companies, is a PITA. When I finally managed to talk to someone I was curious why it fell on MY shoulders to contact THEM. Why not the other way round? Where's was the "We're really sorry, but we've lost your package, let us make up for this by...." email? I was told that their system handled thousands of packages a day and couldn't possibly track missing items. I was like, "WHAT?". As a computer programmer I know how simple it would be for them to have a report that shows "Items of status 'not delivered' AND where the last status update was more than X days ago". They're lost parcels and need attention. What I think the person I was chatting with meant is that they have far too many LOST parcels to deal with. The chat ended by them sending me a link to a Google Forms URL to submit a claim. Again, w t f? You can't just do this for me.
Weeeeeks later they finally approve the claim. No apology. Not even a stock "we're really sorry...".
As a decent person I'd immediately reimbursed the buyer, not knowing if I'd get the £7.29 back myself. I was tempted to leave it at that. It's the principle though. There was no way I was letting them get away with it.
Still no idea why the parcel was last seen in Sheffield on its way from Nottingham to Gloucester.
Shambles! I've wasted HOURS of my life on this. So many better things I could have been doing. Even if it was NOTHING AT ALL. Or just sat in an empty room meditating.

EDIT: Reply to Shutl's reply: The BIG questions remains, why are you REactive instead of PROactive in dealing with missing packages? DO NOT tell me there's no way to do this. It's a trivial IT solution. It strikes me you just simply can't cope. Not enough man power to deal with the number of issues. "The hassle free delivery company". Ha.

Careless handling rife in this company, So many items on its un-insurable list, your taking a big risk sending anything with them. And it your sending two items and one happens to be insurable but the other is not, and they break both, you get nothing for the item they insure.
I wouldn't mind but the damage is extensive and would, Nay, could not happen with normal handling.
Avoid!!!
Disgusting

Edit - In reply to Liv, so job lot sales can contain a diamond ring, wooden statue and a watch. Now lets say Shutl damage the wooden statue . I can't claim for it because you dont cover watches. NEVER AGAIN!!

I've sold an item (eBay Item number: 333151585641) and have used eBay Shutl for delivery via Hermes. Using the Hermes Tracking number: 1603695771638088 it has shown that the status has been stuck in transit for days! And most probably lost! Buyer has already requested a full refund and I've already given the refund. I've also filled in the claim form twice using the link provided on their website.

Filled in the claim form twice two weeks apart but no replies at all! What can I do next?

bought an item from ebay next day delivery, took 6 days to get to me,smashed to piece & left on the drive next to the bins!!what a joke the ebay seller tried chasing it to no avail, I will never buy from ebay again & have now closed my account. avoid this disappointing service.

These incompetents offer to collect your eBay parcels and deliver to your customers. Unfortunately they do not check your location when they accept your order and create a label for you to print. They then leave you staying at home for days waiting for a courier who will never come if you live in an area they choose not to provide service for. They then seem surprised you are upset when you get in contact with them to find out why your parcel has not been collected.

Really poor service. I bought a computer on eBay and the seller posted it using the Shutl ‘1 day delivery’ service. It took four days to arrive... the tracking information is completely useless, so I’ve spent day after day waiting in for it. I’m on the UK mainland, as is the seller, so it’s not like it has far to travel. There is no way that I can see to contact this company to complain, so they seem to be able to get away with this kind of appalling service. If I ever find their details I’ll be filing a claim for loss of earnings due to the unnecessary wasted time...