Shutl 

Complete joke and need investigating...

1. They lose a LOT of parcels and I suspect staff are stealing at the depot. Can't be proven but just read the 1000's of other reviews on line all saying the same thing.

2. Their telephone customer service is awful. I have first hand experience of this.

3. If you are using through eBay they charge VAT on the eBay site and then charge it again on your monthly Shutl invoice. This is double accounting and is illegal in the UK. HMRC are aware of the problem.

4. Their online chat service is a joke. Staff are confrontational and won't ever admit there is a problem. As a customer you have NO chance of ever getting a refund or compensation.

5. They hide behind unfair terms and conditions and refuse to adhere to TCF regulations even though they breach nearly all of them on a daily basis.

6. Their greed knows no boundaries.

7. I swear to go I will NEVER use them again and would rather spend a few pounds extra and drive a few miles further to the good old fashioned post office.

8. They blame ALL issues on their courier companies regardless of what the issue is.

DO NOT SPEND ANY MONEY WITH THESE DREADFUL PEOPLE.

Their compensation list is a complete joke. Waste of money sending items. Even if it is well packed and damage occurs their exclusion list is so extensive that pretty much nothing is covered. Complete rubbish when you expect a delivery service to deliver items intact.
Since they don't have a complaint systems either the only way I can do anything about it is to complain to trading standards.

Wasnt made aware of the no compensation list despite selecting enhanced compensation, broke my items. No live chat option although there website states there is, cant talk to anyone as per usual. Shutl and myhermes need shutting down.

96 hours later my parcel is still delayed and no reply from the email listed below.

There are very bad.

I emailed the eBay shuttl about a lost parcel.

This is the response I got.

_____________________________________________
Liv (Shutl)

17 May, 16:14 BST

Hi there

I regret to inform you that your item 8422094771098889 has been deemed as lost in transit however the item in question is included on our list of excluded/prohibited items, therefore we are unable to offer any compensation for this item.

I have provided the links below to our prohibited items list, and do advise before sending an item that our sellers check these lists to avoid disappointment if anything were to happen.
___________________________
For the same parcel I also contacted my hermes who sent me the following email.

Response By E-mail (Seoutaj) (17/05/2019 07.26 PM)
Dear Customer

Regarding parcel number: 8422094771098889

Thank you for contacting Hermes.

I am sorry you have not received the parcel and that the courier did not leave a calling card upon delivery attempt.

With the tracking details I can see that the courier attempted to deliver the parcel on 17/05/2019 at 11:01 however the delivery was unsuccessful due to security issue.

Hence I would request you to please confirm with the recipient and provide any access codes if needed along with a contact number so that we can forward the details to the courier in order to arrange for a successful delivery attempt.

I await your response to move forward with this enquiry. Please contact us again with the relevant information.

Regards,

Seoutaj Singh

Customer Service Advisor
Hermes Support

__________________________________________


It seems because it was a prohibited item. They didn't even try to make an effort and chase the parcel up. Unfortunate. This is a service provided through eBay.

DO NOT USE UNDER ANY CIRCUMSTANCES THE ABSOLUTE WORST COMPANY EVER TAKE YOUR MONEY LOOSE YOUR GOODS AND THEN WONT DEAL WITH YOU SIMPLY THE EORST COMPANY I HAVE EVER TO COME ACROSS IF ONLY I HAD READ THE REVIEWS ABOYT ALL THE OTHER PEOPLE WHOSE PARCELS DISAPPEARED I WOULDNT HAVE USED THEM BUT BECAUSE I BOUGHT VIA EBAY STUPIDLY THOUGHT I WAS SAFE TOOK OUT THE INSURANCE EVERYTHING BUT STILL CANNOT GET MY REFUND THIS SIGNED FOR SERVICE VIA HERMÈS THROUGH THEM IS A JOKE I WAS TOLD FIRSTLY THE PARCEL RETURNED TO SENDER WAIT 14 DAYS THEN IT WAS LOST THEN IT HAD BEEN DELIVERED THEN WHEN I ASKED FOR PROOF WAS PROVIDED WITH A SCRIBBLE AND THE NEXT DAY PROVIDED WITH FUTHER PROOF WHICH SHOWED IT HAD BEEN DELIVERED TO ANOTHER PERSON HUNDREDS OF MILES AWAY AND WOULD YOU BELIEVE EVEN THOUGH SHE HAD A DIFFERENT NAME TO THE PERSON THE PARCEL WAS SENT TO IT WAS SIGNED WITH THE INITIALS OF THE PERSON WHO IT WAS INTENDED FOR I SMELL A STITCH UP IT IS ALL A COVER UP I SOUND BITTER WELL IF YOU USE THEM YOU WILL BE TOO

Be aware of the magic weight added to your parcels so they can penalise you with additional charges. This has now happened to me way to many times. I’m an experienced seller on Ebay, I weigh and measure everything, this company keeps charging me for excess that don’t exist. I really think this should be seriously looked into. They should be providing visual proof, as it stand their system is open to abuse and it clearly is, being your word against theirs.
Currently looking at other alternative as running an eBay shop and constantly losing out on postage isn’t viable. Watch out, nothing last forever and it’s one think having customers like us but keeping us is another task and the minute I find a better company to deal with, I’m gone!

A terrible, terrible company. Do not use them under any circumstances. Waited in all day for them one day and they did not turn up, I complained, they rebooked it as a top priority for three days later, promising to turn up first thing. I waited in all day again, they did not turn up or give any notification. Use DPD or Royal Mail or anyone else besides these clowns.

Sent some headlights via ebay shutl service as recommend. They were well packaged but ended up pretty smashed by time of arrival and I had to refund buyer £360. Shutl compensated a measly £25. Will not be using again.

Charged me an admin charge for an item they said weighed 2.4kg.It was a pair of crocs shoes (500g at most) Luckily I noticed and put a complaint. It's now been refunded but how many other instances like this happen?? They have also lost a parcel posted 28.4.2019 no tracking since 2.5.2019 and I have now no item and an annoyed buyer who I have had to refund in full. Myhermes won't communicate with me because it was booked with shutl and everything takes longer to sort. I am now awaiting my claim being processed by shutl and this can take 2 more weeks so not happy at all.I have always used myhermes direct and will be going back to that.

Truly awful, the company send your information to debt collecting agencies and they phone you in a scam way asking for money over the phone.

Bad experience.
Staff are friendly enough but useless.

It's a shame it isn't as robust and reliable as eBay proper.

I don't know where to begin with shutle (Hermes).
I use to use them a lot as a seller but the problems of items being lost after being posted started to mount up and as a small business this is not sustainable because I had to sending items for customers who lost the items or the money is refunded to the customer and the seller is left high and dry, and that impacted my business.

When item is lost and you make a claim. Shutle has a every excuse under the sun not to take responsibility.

No protection for sellers from ebay(shutle) eventhough they make a lot of money from sellers.
Percentage is taken from sellers in addition to payments for shutle Services which is a terrible service.

I use Royal mail now due to the terrible service of shutle and abhorrent treatment by them.

People, keep away from this service or you will suffer.

really bad. I have paid 20 pounds just to be sure that everything will go smooth and fast. My customer wanted the item ASAP so instead of paying 8Pounds with royalmail I tried shutl ups. Collection date was on 7th of may and till now I didnt see a courier. Really dissapointed

Very very angry . I make personalised items with names on etc . Item wasn't delivered after over a week . I contacted Hermes who told me that Shutl was my agent , as I sent through eBay and they could not find it. I contacted Shutl who came back to me and told me it had'nt been seen in over a week and was lost and they would send me a claim form. I resent the item as the customer was going mad as it was a birthday present . The next day i got another email from Shutl saying there had been a mix up the item miraculously was now being delivered the next day and now I could not claim anymore ... hold on Shutl I have just paid and sent another Item that is no good to any other person what so ever . I asked for a number to contact or direct email but no one will get in touch ... absolutely disgusted , with this crap service.................................... UPDATE FROM CHRIS'S REPLY BELOW......gets even better got a reply saying cannot help as deemed as delivered . This is what I was complaining about on here in the first place.
.. THANKS FOR NOTHING CHRIS , Can't even do the customer service bit right ... appalled

I posted this item. It got marked as damaged but I received no info. When pressed they state the item is lost and offer a partial refund. The item was marked as at their depot. Quite frankly I don’t believe it is lost I believe they are too lazy to look for it. Appalling service no number to call and very little intent to put it right. Avoid.

Sent ebay item via Hermes Shutl Service on the 19th of April 2019 today may 7th still no sign of parcel and tracking is all over today my parcel was in Bolton Lancashire at10.42 am and was on the tracking to be delivered in Edinburgh at 12.00-14.00. Shutl Reps are all a waste of time, I do think some of them still believe in Santa clause as the lies that Hermes are telling them, they just believe it all. Ido think that the tracking is being made up via Hermes and my parcel has been lost or stolen. this is the first and last time I use Shutl and because ebay who own shutl wont lift a finger to help. So all my items will from now on be sold via Face Book Market place no more Ebay or Shutl for me

They don't have a phone line and you have to email to talk to them. However to be fair they dealt with my issue quite quickly.

Would have given no stars but not an option. Ironic really as I sent a parcel through eBay shutl packed well used their label dropped at parcel shop it entered the network and now vanished. Fear not when requested refund and compensation was quite categorically told NO. It’s a prohibited item. Seems to me nearly everything is prohibited. What’s the point. Will definitely never use them again. Steer clear what a rip off !!!!!
Rebecca is very busy apologising and doing nothing else. Won’t even refund my postage cost. How can that be right when they have lost my item. I’m reverting to Royal Mail.

Item number: 392272132524 arrived to buyer smashed up despite being well packaged and having taken 13 days to get there even though i paid for 2-3 days delivery, they had even put in a claims request, i get told i'm not eligible for compensation even though they basically lost it for a week and a half and smashed the granny out of it!!used their shutl online form and haven't heard back a week later, and the shutl online chat was useless!

Apr 29, 2019
11:54am
Delivery will be attempted between 14:00 and 16:00 today
Apr 29, 2019
09:25am
Due to be delivered today
Sheffield
Apr 28, 2019
08:31am
Claims code issued
Apr 19, 2019
12:27pm
Entered the Hermes network
Southampton
Apr 17, 2019
18:30pm
Entered the Hermes network
Apr 17, 2019
13:29pm
Collected from the ParcelShop
Apr 17, 2019
09:30am
Dropped off at the ParcelShop

The worst courier service in UK
Around December 2018 shutl lost an expensive ipad of mine wort around £500 and did not respond. And in early May 2019 they broke a well packaged guitar of mine deliberately so that I will be forced to take insurance on every item I post. so, effectively an item which I usually pay £8 to send I will have to pay £12-£15 The worst courier service in UK with all one star reviews.