Hi Pareekshat, thank you for your review and for your order with Sherpr.
We can see you sent two items from London to Coventry.
We're sorry to hear one of your items was damaged during transit. All shipments travel through large automated courier networks, much like the baggage handling systems at an airport. It is rare for damage to take place to any item.
We have no record of the damage being reported to our team, and this review is the first we have heard of it. Had you contacted us, we would have reviewed your photographs and provided details of our damaged packaging process so the matter could be assessed. If you still have photographs of the damage, please send them to our team and we will look into this for you.
We're pleased your contents arrived safely and within the estimated transit time, with your belongings intact.
If you need anything else, please let us know. Our customer service team is available via email and phone at www.sherpr.com/contact.
“No on-time pickup happened - I was struggling a lot to catch someone from sherpr to schedule it - thouhj i schedule for Friday Sep 4, no one came - then Sep 8. no one came, then Sept 9, no one came - finally on Wed team came to pickup. I was really upset and not satisfied even 1%. I have not informed about the tax that they will ask at my delivery. Worst experience mentally”
Hi Shabari, thank you for your review and for your order with Sherpr.
We can see you sent four items from the United States to Canada.
We're sorry to hear the collection did not go ahead as first planned. Our records show your shipment was on hold on 4th September because the customs documentation had not yet been submitted, and we emailed you that day to explain this and to arrange a new date. The collection was then rebooked for 7th September, which fell on the Labor Day holiday when DHL USA was closed, and moved again to 9th September at your request so you could arrange for someone to hand the items over. We're sorry for the frustration this caused.
Import duties and taxes are set by the destination customs authority and are payable separately by the customer on international shipments. Neither Sherpr nor the courier controls these charges. Sherpr does make the possibility of customs fees very clear to all customers before booking. Once the duties were paid, your four items were delivered safely on 14th September, two days ahead of the estimated delivery date.
If you need anything else, please let us know. Our customer service team is available via email and phone at www.sherpr.com/contact.
“Do not use this service in Scotland. We did everything asked. Our agreement was they would pick up on Thursday and our luggage would be delivered to our hotel Friday by noon. They used FedEx as their carrier. FedEx picked up and luggage delivery was made to the dlfedex facility at 2am on Friday morning but on Friday evening our luggage hadn’t been delivered to our hotel and FedEx doesn’t deliver on the weekend. We spent 6 hours on Saturday hiring a driver to take us to the FedEx facility and having a very difficult time negotiating to try to get our luggage back. It was a horrible experience. Our flight left Monday morning to return to our home country and we could not wait for FedEx to deliver. Sherpa’s contract states they are not respons BLE for anything after the package is picked up. So we lost one full day of our vacation and was out £68 for the sherpr charge and another £75 for an uber to drive us to the facility, wait for us and then drive us back to the hotel. Just too frustrating and no responsibility for leave even a one star review. I’d give them zero stars. I’ll never use them again.”
Hi Dawn, thank you for your review and for your order with Sherpr.
We can see you sent two items from Inverness to Edinburgh on our Express service, collected on Thursday 10th September.
The delivery estimate shown at booking was 11th to 14th September. There was never an agreement to deliver by 12PM on the Friday as this is not something that can be offered.
You can see your delivery estimate on your payment emails from the 7th of September.
Our tracking records the shipment as delivered at 11:07am on Saturday 12th September within the delivery estimate we provided you at booking.
We should also clarify that our terms do not remove our responsibility once a shipment has been collected and we are disappointed you state this. Our records show you have not contacted us at any point regarding this shipment. Please do get in touch so we can review the order in full.
If you need anything else, please let us know. Our customer service team is available via email and phone at www.sherpr.com/contact.
“Después que hacen tu entrega te comienzan a enviar facturas que supuestamente resta dinero porque la compañía de DHL dice que no son las medidas correctas cuando la caja trae exactamente la medida impresa en ella.”
Hola Rosmery, gracias por tu reseña y por tu pedido con Sherpr.
Lamentamos que la factura adicional te haya causado molestias. Cuando existe una diferencia entre las medidas indicadas en la reserva y las que el transportista registra al pasar el envío por su red, se genera de forma automática una factura. En este caso, la caja se declaró como 13x13x17 pulgadas y DHL la registró como 21x17x18 pulgadas. Los transportistas utilizan básculas calibradas y medición láser, por lo que los errores son poco frecuentes, aunque pueden ocurrir.
Vemos que esta factura todavía no se ha disputado, y estaremos encantados de ayudarte a presentar una disputa para que el caso se revise. Puedes iniciarla a través de www.sherpr.com/contact.
Nos alegra que tu envío llegara de forma segura y dentro del plazo estimado, el 15 de julio. Gracias por tu paciencia mientras revisamos este asunto.
Si necesitas cualquier otra cosa, no dudes en decírnoslo. Nuestro equipo de atención al cliente está disponible por correo electrónico y teléfono en www.sherpr.com/contact.
“Awful, my boxes (which met all their recommendations of weight, material, taping method) arrived so beaten up that many of the carefully bubble-wrapped items were smashed from the sheer blunt force that the boxes had been thrown around with. Half of the boxes were no longer fully intact, either falling apart or now more tape than box. My final box is lost somewhere and never left the origin country. Would not recommend to anyone.”
Hi Raye, thank you for your review and for using Sherpr. We can see you sent eight items from the UK to the USA with 7 of these arriving within the estimated timeframe advised. The remaining item was delivered yesterday and one of our team were assisting you with this.
From the chain of emails you've had with our team, we cannot see you as having reporting any other issue due as damage nor have we received images showing the reported poor state of your boxes. We would appreciate if you could email our team as soon as possible with this so that this can be looked into for you. Your review is the first report of any damage and we have not been offered the oppurtunity to assist this or try to put this right for you.
If you need anything else, please let us know. Our customer service team is available via email and phone at www.sherpr.com/contact.
“Sherpr terms of service is as vague as possible, and it makes sure you will get nothing in case your package is lost, delayed, or damaged. I shipped all my personal belongings with them from USA to the Netherlands, and the experience was hellish. The delivery kept getting delayed, and then the boxes came one by one, and for each delivery, I had to stay home the entire day, as they would not give you an estimated delivery time.”
Hi Anonymous,
Thanks for taking the time to leave a review.
We're incredibly sorry to hear you had a less than satisfactory experience. We're unable to locate your order with the details provided, but would like the opportunity to look in to this and speak to you regarding your shipment with us.
Our terms themselves are very detailed and do make it clear that, depending on the type of luggage sent, insurance packages are available to cover loss and damage to your belongings. Every order comes with £100 cover, free as standard.
Please don't hesitate to reach out to us so we can discuss your experience further.
Sherpr
“I cannot recommend this service. The delivery experience was significantly underwhelming, and despite having paid for the insurance add-on, my claim for damaged or lost items has not been acknowledged or processed. Multiple follow-up emails received no response.
To illustrate the issue, I was told:
“claims are taking 3–6 weeks on average, however, there is no limit to how long this might take as each individual case is different.”
This statement is contradictory and suggests there is effectively no defined process for claims at all. Based on my experience, the advertised insurance does not appear to be honoured, and there is a clear lack of accountability and transparency in how claims are handled. Potential customers should be aware of these issues before relying on the service or its insurance offering.”
Hi Anonymous,
Thank you for leaving a review, I believe we responded to the same review left on another platform.
We did indeed respond to your emails regarding your claim, which is handled by our third party insurance company as standard, which has since been paid.
Sherpr
“Great sales teams and great experience until you pay, their services come at a premium price compare to the competition and you realize that they are just FEDEX middle man. We had 10 boxes and they lost 1, the frustrating part is that they didn't even tried to help find the box. They send you the paperwork to claim the lost box and that's it. I had to spend 10 days working directly with FEDEX to locate my missing box and have delivered.
Overall terrible experience for that price point.”
Hi Anonymous,
We're so sorry your experience fell short of our expectations for our customers and that you had a lost item. We do work very closely with our courier partners to resolve these kinds of issues as fast as possible before moving to a claim, and these situations are very rare. We're thrilled your missing item was delivered to you, completing your delivery.
We did request your contact details on another platform to locate your order within our system but unfortunately you didn't respond.
If you do wish to reach out again, don't hesitate to contact our support team.
Sherpr
“My experience with Sherpr has been nothing short of disastrous. I entrusted them with the transportation of four boxes and two pieces of luggage, only to receive them in a deplorable state. Every single box was open and broken, with items missing from one, including a skirt and some underwear, totaling a value of 250 pounds. What's worse, all of my carefully protected frames, wrapped meticulously in paper and bubble wrap, arrived shattered. These frames held immense sentimental value, with one being a unique vintage piece acquired by my father in Africa, now forever marred by its missing parts.
Despite paying extra for insurance, the promised delivery time was not met, and the condition in which my belongings arrived was appalling. To add insult to injury, Sherpr's insistence on requiring proof of each damaged item, including the lost one, is beyond absurd. Nowhere in their terms and conditions is such a demand mentioned, and expecting customers to provide evidence for every single possession they own is entirely unrealistic.
What's even more infuriating is the lack of response from Sherpr when I reached out to lodge a complaint. Upon finally making contact, they had the audacity to blame me for not receiving their email, conveniently sidestepping their responsibility. This level of unprofessionalism and disregard for customer satisfaction is utterly disgraceful. I caution anyone considering Sherpr's services to think twice, as they are nothing but a heartless and deceitful company, more interested in making excuses than providing adequate service. Beware, they will not hesitate to take your money and leave you in the lurch.”
“This company is a nightmare. I bought a brand new suitcase to use (ok fine I expect some damage). The suitcase arrived destroyed- see photo. They have insurance up to $3000. So I initiated a claim. It has been handled ineptly from the beginning. Nothing happened, I’ve had to request help multiple times, they then issued a call tag for my damaged suitcase which means they come and pick it up- wow thanks. Usually the damage is inspected but they don’t take the damaged item. So they picked up my destroyed suitcase and I haven’t heard anything since. NEVER use them.”
“They lost my luggage. They did not apologise or help. They promise updates and then ignore you. They don't offer compensation for things you have to rebuy. I would never, never use them again.”
“I have shipped a box of 30 KGs from UK to Hungary and paid 62.50 pounds in the website before shipment and when my firnd received it she paid another 220 pounds what a scam!!”
“A company you cannot trust.
Everything looks smooth and fine with them..... but surprise, when there is a problem they don´t help you with anything.
I shipped a mountain bike with them. My mountain bike was shipped via FedEx and it arrived 2 weeks later when they said 4-5 days later. I haven´t claimed this, however, my bike arrrived damaged. The surprise came when they didn´t help me at all, eventhough I paid extra for an insurance that was meant to cover the whole value of the bike. I haven´t claimed the whole price of the bike, only the damaged items, and Sherpr did nothing but finding excuses. I provided them with tons of information and pictures and they only wanted to find excuses not to help me. Two weeks later after the claim process started, they only said to me that they cannot help me, so I had to paid myself for the damaged items and the repairs. Thanks a lot Sherpr, I won´t trust you again.”
“Do not use! They are a complete scam and cost me no end of money!! I had to pay huge sums of money to get a customs broker in Australia to sort out the mess they have caused. I will NEVER be using this services again! I was notified that my suitcase was picked up from the UK on the 15th December 21 and that it was on it's way to Australia and was due to be delivered on the 23rd December in time for Christmas. I got a call from customs in Australia telling me that my suitcase was being held at customs and I would not be able to receive my items without paying for a customs broker and would be subjected to holding fees and quarantine charges. Sherpr lied to me and told me that Fedex do accept unaccompanied effects and that the hold up was due to a restricted item in my baggage so they did not have to accept responsibility, however, customs and my broker have told me that this was never the case (also see image attached with proof)! Fedex in Australia also confirmed to both myself and Sherpr that they do not clear personal effects and that Sherpr should have never picked up my belongings in the first place! Sherpr are taking absolutely NO responsibility for this and do not know the laws in Australia regarding incoming shipments. Sherpr also have left it entirely up to me to sort out and stopped responding once they knew they were in the wrong! I will not be getting my belongings until after the New Year now and I have hired a no win no fee lawyer to get my costs and damages sorted as they were completely negligent and failed to deliver a proper service.”
“Sherpr enquiry #VPN-BAR-DWO
Disappointing! One of two cases arrived damaged as the wheel snapped off. After four weeks I still have poor communication regarding refund or compensation. I have been emailing them multiple time to fix this issue but my emails have often been ignored. I would not recommend or use again.”
“Really bad experience. It may work inside the UK, but if you try to use it between the UK and the EU now, useless. I’m still waiting for two bags that were supposed to get to Spain one week ago and there is no information. They have contracts with other companies and after you pay you are on your own. They stop answering emails when they is trouble.”
“I used Sherpr to ship three of my suitcases to the US from UK. Two of them had handles that were damaged, one completely broken and the other bent outwards to the extent it cannot slide back in. I believe the insurance should be covering damage done the bags. I sent pictures and videos and while I have received for the first one, Sherpr have not handled my second baggage damage claim properly. The manager I'm in touch with completely dismisses that they don't see any damage done when I attempt to slide the handle back in (it is stuck so it of course cannot move). The suitcase is rendered useless for me and I will need to replace it; overall if you are willing to risk rough handling and dismissal of future damages from Sherpr then go for it.”
“Avoid them,tnt that they use,avoid at all costs,you end up waiting for your stuff for ages and paying more on top of everything and it's cnot door to door service when you pick it up by yourself”
“Unfortunately, I have to give one star and zero wasn't an option.
I have sent over in Feb 2021 two boxes with used clothes from UK to Germany. The nightmare started with the pick-up. It was a nightmare to schedule a pick-up time and have been at home two days when no one showed up. I called TnT and finally managed them to go the extra mile and send someone again to let it pick-up after their shift.
Next chapter, the boxes have been on its way for 1 month and no one neither Sherpr nor TnT could tell me where they are. But one mysterious morning they arrived in Germany and I was just happy. But, of course that wasn't it.
Just two month later I received an Invoice by TnT claiming import sales tax. Sherpr put a value of 200 GBP on my clothes, which made the custom control calculate everything accordingly. Sherpr had no idea, what the regulations are and whether a lower number would make more sense as it was completely randomly picked anyway.
I have never seen such incompetent company and can only hardly discourage everyone to use them and pay a bit more but get the service you are paying for. and based on the reviews I have read on this page this happens a lot.”
