“I had an experience with Shift.Online where I saw Facebook advertisements in May 2020 about having groceries delivered. At the time, I was self isolating and it was impossible to get groceries or to find an online delivery slot with most other places. So I thought I’d give it a go. It became really obvious really quickly that the service they advertised and the service they offered were completely different. I cancelled my booking and requested to have my account removed as well as my personal details.
They confirmed over their chat on their website that it was cancelled, but didn’t send a log of the conversation to my email. Something that became clear they never did for any chat through their website chat box when I had to contact them again and again. The booking wasn’t cancelled and I was charged. Could have been an error, fine. They said I couldn’t get a refund because I’d used their services. Fine. Just delete my account and credit card information. I was charged again and again. No help from their customer service and a complete ignore on my numerous requests to delete my information.
In the end, I had to cancel my credit card to get them to stop charging me. They did in the end, after about two months of battling every other day on their chat, refund me.
All done and done. I reviewed genuinely that this was what happened.
Then they had my review removed from TrustPilot flagging it as ‘not a genuine customer’ — TWICE. The point of review sites is to showcase your brand, both good and bad. I was a genuine customer and they flag and delete everything negative that comes to them. Hiding the negative and genuine experiences that people have had with their customer, ultimately silencing the truth around their business model. A review is to help a service provider improve their offering (something they did not do) and to help other potential customers make a more informed idea around using the service provided.
Hiding and deleting negative feedback is absolutely shameful and as much as a scam as this company. Don’t trust them. Don’t trust their service, don’t trust giving your payment information or personal data. And definitely don’t trust the reviews you read online. If they delete negative reviews, there’s no doubt in my mind that some of their positive reviews are fake as well.”
“Quite stressful when they don't keep the already arrangement, chatline is the only way to make a complaint. The driver contacted me to make a difference arrangement which I was please with, as shift, well never again.”
“Here is yet another Tech Entrepreneur learning the hard way that there is a lot more to running a successful service business than providing a web platform allowing people to find each other on.
a) There is no way to complain or resolve disputes. SHIFT have made quite sure of that. My car was damaged by one of their drivers and they are simply ignoring my requests to help address the problem. No helpline. No complaints email address. Always a bad sign for any business -less SHIFT and more SHIFTY.
b) No apparent vetting of drivers for valid commercial insurance (eg: vehicle use for Hire and Reward). If nothing in place and you find things get damaged broken you will be footing the bill yourself because the TEMPORARY PHONE NUMBER that you have for your driver will no longer work.
If you do use them I'd strongly advise that you ask for proof of ID of your driver including name address and also take a personal phone number. Also I'd expect to see valid commercial van insurance certificate before going ahead.
Don't expect SHIFT to deal directly with complaints of any form. They seem to view themselves as only a "tech" business for whom consumer / employment law isn't a concern.”
“If I could give it a negative star rating I would. The first delivery person showed up with only 1 of 21 items I ordered. The Shipt driver blames the store for not giving her the right order. The store blamed the driver on not communicating with the store. Now Shipt keeps texting me that they will deliver the rest of my order between a certain time and then keep texting me that it's going to be an hour later an hour later an hour later....the store will be closed by then! what the hell!!!”
“Absolute worst customer service. I booked over a month ahead for my removals was under the impression everything was sorted to go ahead. 2 days beforehand I get a phone call to tell me they haven't booked a driver for my job and can't guarantee one. When I ask what I'm supposed to do at 6pm on a Saturday night 2 days before I'm supposed to be moving I basically got a load of humming and hahhing and told they'd still try to book a driver but couldn't guarantee one so it was up to me what I did (I.e. I needed to go elsewhere) when I asked them why I wasn't told that there wasn't a driver available when I first booked the job or at least 2 weeks beforehand the man on the phone couldn't even answer! I went with anyvan and couldn't recommend them more they had my collection and delivery slot guaranteed straight away and confirmed when my driver would be near and everything. However it did cost £150 more than what I had expected to pay with shift due to the last minute booking. When I explained to shift that because of their lack of customer care I had to pay this extra money which as a student is extremely difficult for me to find (I had to borrow from family) I put in a complaint and asked that they recompense me for this. They assured me the complaint would be dealt with. Over a month later after two emails from me asking what was happening I finally get told that they'll give me 10% off my next order with them. It's a joke! They don't care about customers they are time wasters!”
“Absolute worst customer service. I booked over a month ahead for my removals was under the impression everything was sorted to go ahead. 2 days beforehand I get a phone call to tell me they haven't booked a driver for my job and can't guarantee one. When I ask what I'm supposed to do at 6pm on a Saturday night 2 days before I'm supposed to be moving I basically got a load of humming and hahhing and told they'd still try to book a driver but couldn't guarantee one so it was up to me what I did (I.e. I needed to go elsewhere) when I asked them why I wasn't told that there wasn't a driver available when I first booked the job or at least 2 weeks beforehand the man on the phone couldn't even answer! I went with anyvan and couldn't recommend them more they had my collection and delivery slot guaranteed straight away and confirmed when my driver would be near and everything. However it did cost £150 more than what I had expected to pay with shift due to the last minute booking. When I explained to shift that because of their lack of customer care I had to pay this extra money which as a student is extremely difficult for me to find (I had to borrow from family) I put in a complaint and asked that they recompense me for this. They assured me the complaint would be dealt with. Over a month later after two emails from me asking what was happening I finally get told that they'll give me 10% off my next order with them. It's a joke! They don't care about customers they are time wasters!”
“This is a scam. Never managed to finish setting up my subscription as the software doesn't work. They still charged me. I contacted customer service who assure they would refund me and cancel the subscription. 2 weeks later, no refund and my card was charged again. If you look carefully, you'll notice there is no way to actually log into your account. Because you can never complete your registration because this service is just a scam!”
“I have already recommended your service to two neighbors which says everything! If a product is unavailable, I would always request an alternative. Gilbert Pugh”
“This company should not advertise services that they can then not deliver, promised delivery on Wednesday, then Friday and then Saturday , none of them arrived, there was no contact from customer service, when I did get on their chat line all I was told yet again that they had no drivers - they are adverting a weekly delivery slot taking your money and then not turning up - No Delivery, No Customer Service, DO NOT USE I say”
“Worst company ever. Worked almost one year for them. They owe me £180, are almost two months late. When I call them, they are lie: "The transfer was made, wait 72 hours to see the money in your account." Of coarse, no money in my account. The managers are simply cowards, they don't have the courage to speak to me. Simply, patetic thiefs. Don't work for SHIFT, don'tt contract their services , if you don't want to encourage scums.”
“Booked two men house move. No contact from the company, no timing, no details of the driver... Finally received the name and driver's number on the day of the move, just to be told he is not our driver. Contacted customer service, no answer for 40 minutes. In the mean time, someone else turned up with a van (one man, not two I paid for), at 9am without any notice. We were not ready since nobody notified us and we wasted half of the morning dealing with this company and trying to find out how to reach the driver... Requested multiple times to be contacted over the phone, they didn't of course bother.
UNRELIABLE, AVOID AT ANY COST”
“The drivers never showed up . They said the driver will come the next day. Same story... When I called they said driver is coming from Birmingham to London... They are a bunch of liars.. don't ever go with them..”
“Totally incompetent company with unacceptable service. Driver never turned up - in fact they hadn’t got anyone booked. Would give zero stars if I could”
“Shift.Online a Unacceptable Service
shift online did not turn up at all.
when contacteing them number was stait to voice mail. for days when calling call center they hung up on multiple people calling them about not turning. long and placated falce storys and claimes were made by them then after we had contested the finaly claimed it wss between us and the driver who we had never sern and they never called. reported to trading standards and citizens advice please do not use shift.online”
