“While the employees of Sherpr (Lucy, in particular) are most attentive and helpful at the start, my experience with the service itself has been bad. If you are shipping from anywhere to Italy, I highly recommend not using Sherpr.
Two weeks out from having shipped two boxes of used clothing (for myself) to Italy from the US, my shipment is not in transit with customs but has now been sitting in a warehouse somewhere near Venice for over a week and with no sign that it is on its way for delivery. Being that I need to be here to accept delivery but have been given no delivery date, I'm unable to make any travel plans, or any plans at all, until I am told when delivery will happen.
Paying $360 to have two boxes of clothes shipped with, after two weeks, no sign that they will be delivered anytime soon, isn't appropriate.
In hindsight, it would have been better to have brought the additional suitcases with me on the flight. I might have paid a bit for the extra baggage, but it wouldn't have been $360, and I would have some clothes to wear.”
“I was told my collection would be between 8am - 6pm on the 13th of August. I chose this date as it allowed me time to pack while also being able to see my own shipment off and have peace of mind before I left the country on the 16th. I understand this was cutting it close, but I figured there’s no reason they wouldn’t come on the day I had selected. I then spent all day waiting. Nobody came. NOBODY FROM SHERPR or the shipment company contacted me or called or emailed. There was 0 communication. I understand they are closed weekends, but my shipment was meant to be on Friday and they work on Fridays. There is no excuse for the lack of communication on their part. The clear lack of contact between Sherpr and the shipment companies is a cause of concern to me. I ended up leaving the country and having to be an anxious mess about when my shipment would be collected. I had to phone in favors from friends to see who was available to handle my shipment if nobody came to collect, which is less than ideal. The new tenants in my old house then had to spend all day at home and change their plans for the day when the shipment was eventually rescheduled. The way this collection has been managed is unacceptable, especially with how much it costs to ship items.
They advertise “hassle free travel”, and my experience definitely wasn’t hassle free. Their user interface is easy to understand, but when I complained to customer service I barely got an apology for the stress that was. It was a ‘sorry’ followed by “your shipment is in transit now” as if that makes up for how frustrating the entire ordeal was or how terrible the customer service was at the time. Prior to this happening, customer service was great, with constant updates. On the day of collection? Nowhere to be found. Again, I understand I was cutting it close, and that it’s a good thing the shipment was reorganized, but just the fact that nobody communicated anything is worrying — and its ridiculous they would give me the option to pick the date if they aren’t going to respect it. Additionally, I spent money on flexi cover to be able to change the date in case something happened. What was the point of this if they were just going to change the date for me? Your time as a customer might mean very little to this company. There’s no excuse for how badly this was all handled, the lack of any type of compensation for this kind of thing when you’ve paid for cover and just poor customer service on the day of collection.”
“I engaged with Sherpr to arrange the shipment of some boxes as part of a relocation. Sherpr arranged the shipment of my property with a courier but they didn't collect the goods two days in a row. I accept that the courier was at fault but when you book via Sherpr which is essentially a middle man you lose the power of being able to interact directly with the courier. Sherpr were very responsive and did facilitate shipment of my boxes. Unfortunately when they arrived at their destination a number of them were in bad shape, this was because they had been taped together and of course the boxes were not packed to be shipped in this way. I am curious as to whether this was done to reduce freight costs, all I know is that any cost savings that may have been gained by doing this were not transferred onto me and Sherpr have not been so responsive when I emailed them about this. This is certainly something worth clarifying with Sherpr before using their service. If I had to ship boxes again I would deal directly with the courier, its the same amount of hassle but you have more control.”
Dear Audrey,
We are sorry to hear that you feel this way. The courier did not collect on the first day, and on the second day we had the same issues, however, we arranged, at the cost of Sherpr, for a day courier to arrive within the hour to collect your items to bring in to our warehouse. From there, we packaged up the boxes accordingly, as they were not all fit for shipping as individual items.
We are happy that all of your belongings in the boxes arrived safely.
Many thanks,
The Sherpr Team
“My bike arrived with a hole in the box and with damages which cost me ~£30 to repair. I bought the insurance to cover up to £1000 the cost of the bike however the excess was £50 (pretty normal) however in order to make a claim I had to have inventorised via the Sherpr website the contents of my package before it was collected by the courier. I didn't see any information when booking this on the website - would have been much better had I been aware of this at the time of the booking. Overall the service wasn't bad as the cost of repair didn't come to too much and my bike was collected okay and delievered within 4 days overseas however I feel the service could have been more transpartent about the insurance. The bike box I purchased from Sherpr could have also come with a few more things like zip locks and foam tubes - I felt the contents of the bike box to aid in packaging the bike were a bit stingy and I ended up using my own things to safely package the bike.”
