Shift.online has a rating of 1.2 stars from 103 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Shift.online most frequently mention customer service, house move, and full refund problems. Shift.online ranks 220th among Moving Service sites.
Needed to move my sister's things less than 5 minutes away, carried most of the stuff downstairs myself to save time, go over an hour and they charge twice. They lied about how long the job took and took double money from my account. AVOID this company.
Date of experience: November 7, 2024
The worst service experience I have had in my life
Firstly, the driver assigned to my move was extremely rude from the moment he arrived. Very unhygienic and smoking cigarettes constantly. He had an extremely unprofessional attitude. He was confrontational and argumentative, particularly regarding the number of floors involved in the collection. He mentioned that I have to mention the number of stairs and not the level of my flat, Although on the website it mentions level. He also mentioned that I didnt input that there was no lift. Which was also false as I did mention. He insisted that the complications were "99% my fault," very condescending and implied that I tried to trick the system so that i dont get charged more. When checking the booking he found that what i said was true, and still insisted it was my fault
Additionally, one of my items was not delivered at all, it is still in my collection address. Not only was it not delivered. It was broken during the collection process.
To make matters worse, some of the items that were delivered sustained noticeable scratches and damage in addition to damage to the walls of the apartment.
On top of all this, Shift have absolutely zero customer support, they hide their terms and conditions, and all they say is they are not liable for any damages, and they ask you to contact the driver, who in the first place is argumentative and unreasonable.
Shift have no contact number on their website, and when you send emails, they reply with automated replies and provide no help or support whatsoever. Ive yet to hear any response from them.
DO NOT USE THIS SERVICE, STAY FAR AWAY. You're better off paying a bit extra for a better service. They are scammers, you're not only throwing your money away, but also your furniture and appliances
Date of experience: July 22, 2024
The whole website is designed to lure you in to making a booking without any kind of guarantee about the actual service promised. And once you have pressed "book" then there will be no confirmation email until you start sending complaints through the not-at-all instant messaging service where getting hold of an actual person is impossible no matter which route through the chatbot you take. Absolutely appalling. Will be making full complaint to office of fair trading. This company should not be in business. If anyone from shift ever bothers to read these reviews perhaps they'd like to look up booking reference uYlCIw0Q6k5G to see the whole sorry saga.
Tip for consumers:
Don’t ever use this company
Date of experience: January 26, 2022
My driver didn't arrive and didn't even answer his phone when I was trying to reach him. I spent 1.5h on the live chat 'talking' to one of the customer advisors who seemed to not care at all. I was waiting between 10 and 20 minutes for every single reply from them. I have been offered rescheduling my booking - when I asked if they can assure me that this time the driver will arrive, I have been informed that they "cannot assure that"... In result, I requested a refund however it turned out that the booking fee is non-refundable so eventually (even though it was clearly their mistake) I lost money anyway. Not recommended!
Date of experience: September 29, 2021
I had a really horrible experience with this company, very similar to all the below reviews.
They charged me and couldn't assign a driver but didn't let me know, I tried for hours the evening before I was supposed to move house to get any answers from them. They then accused me of cancelling the booking (I had not, the booking was still live without a driver assigned). They have now left me with way to move house, I am on my own with two kids and the stress has brought me to tears. On top of this they said they will charge me the full booking fee for cancelling even though I never cancelled and was desperate to get a van. It's really upsetting and makes me sick that people can treat others like this. I am disputing the charge with my credit card provider and hopefully will get the money back through this method as Shift just ignore you. It seems like the couldn't get a driver so have acted like I cancelled the booking so they still receive all the money.
Tip for consumers:
Please avoid at all costs
Date of experience: August 31, 2021
Hi Jessica
We are sorry we could not complete your service, as no service was offered there will of course be no charge. We apologise for the distress caused by the confusing messages.
Adam
Shift Customer Care
Purchased a vehicle and experienced a variety of surprises despite Shift's 150-point inspection. While purchasing the vehicle was easy, Shift's customer service after the sale leaves much to be desired. I reached out five days in a row to discuss the mountain of issues experienced on a variety of platforms to no avail. Shift only contacted us once I filed a BBB complaint. Run.
Tip for consumers:
Don’t do it.
Date of experience: August 28, 2022
Hi Jessica
We are sorry you have had a negative experience, however this experience would not have been with ourselves. We are an online marketplace for man and van services, we do not sell any types of vehicles. We hope you get the resolution you desire from the company you made the purchase from.
Thanks
Shift. Online Team
Let down on two occasions and the booking wasn't completed! Was promised to be contacted by their customer service but still nothing and they are refusing to give a full refund despite failing to provide the service paid for! Absolutely awful and even after leaving a review and their response saying they are looking into it, we still haven't heard a thing! Really disappointed as returning customers and previously recommended!
Date of experience: August 5, 2022
Turned up five hours late supposed to get credit only took have the goods 10 items took 2 hours scratched unit to putting upside down and broke my tv been messaged every other day for 3 weeks just get fobbed off
Products used:
Removal service
Date of experience: April 28, 2021
They let you down by cancelling your booking without a word leaving you stranded on the day with no way of contacting them. They then illegally set up fake new appointments using your details and bank info that you gave in your initial booking to rob you and make it hard to get in touch with them. I will be taking this further.
Date of experience: June 8, 2021
We had to wait for nearly 3 hours after the time frame they were supposed to have arrived and in the end they sent only 1 mover instead of the 2 we booked!
To top it off the mover damaged our property and after contacting shift about the damage and partial refund they said this was what was agreed with choosing the other mover so we got 3 stabs.
Honestly after this I wish had rather have done the move myself!
Damage in pictures.
Date of experience: May 27, 2021
Hi Alexander
We are sorry you have suffered such a poor experience with Shift, as a booking agent we rely on the professionalism of the providers on our platform. Unfortunately some providers such as this one have fallen short of our standards. Since your booking we have strengthened our onboarding procedure to ensure only the highest quality providers are allowed on our platform.
Adam
Shift Customer Care
I've ordered a van to move some boxes from a storage to another one, a 7 seater car turn up, I showed the driver the boxes he said we can do multiple journeys which is 8 journeys to finish all of them for extra cost, I sent an email to customer support waited for ages for reply all I got is an apology for not finding a driver I was let down with my boxes outside the storage for 6 hours In the cold and rain until I begged the manager to allow me store them for an extra day with a cost, I can't believe this company operates like this, I haven't done anything wrong to be in this catastrophic situation no one wanted to be responsible and help me out I ended up wasting a day, losing money, and taking another day off to sort it out, I would not recommend this service this is worst than a disaster
Date of experience: December 13, 2021
Hi Souhail
We are sorry we could not connect you with a shifter. As a marketplace for independent man and van services we rely on the availability of providers in your area. Unfortunately on this occasion it appears there has been a miscommunication with a provider regarding their availability. This is something we are looking into so it does not happen again. Please accept our apologies for the inconvenience.
Adam
Shift Customer Care
I booked furniture move for 5 items within my building. The driver was supposed to arrive between 4pm and 8pm. At about 4.10pm the Shift booking system suggested that the driver had arrived, but no one called, rang or appeared at reception for the move. I tried to contact the driver numerous times through Shift's contact system but couldn't get through. Waited for hours and hours. No one. The next day I requested a refund and they told me they can't refund me because the driver had arrived, and sent me a picture of the building front door. The job was marked as complete though no one ever showed up! And they would refuse to refund me based on a driver actually taking a picture of my front door. Where's the evidence that the job was complete? Where's the evidence that anyone made any attempt to enter the building or reach me? COMPLETE SHAMELESS SCAM. This company needs to be investigated and shut down and I am sure to report it to the authorities.
Date of experience: February 24, 2024
Truly appalling service from start to finish. Poor software, no communication, driver 2 hours late with no warning and the customer service team dont reply back to you when they promise to do so.
Tip for consumers:
Dont use
Date of experience: March 3, 2022
Terrible experience, order was received incorrectly, no one to contact and no answer from on line query form. When driver turned up to remove a couch he was in a standard car! They still tried to charge my card for full price! Shady and shoddy, steer clear of this company not worth the effort or hassle
Date of experience: August 27, 2020
They perform as advertised. Like an Uber for moving. The whole process was painless and the person who helped me move was helpful. Will definitely use them again as it took me 90 mins to do something that would have taken me at least half a day on my own.
Date of experience: March 14, 2019
Hello Jozef,
Thank you for the kind words about how your recent move with us went! I am glad that you found the service 5* and thank you for taking the time to review your experience with us.
We are always here when ever you need any extra help with your moves!
All the best
Shift
There's no phone number and repeatedly no answer from the bot even though it says 30 minutes reply time. There's no update of time or place on the tracker. There's only a message once the driver is on the way there. In my case this was after 9pm so I had already made arrangements by then for my long suffering marketplace seller. Would have waited if there were communication. Hard to get refund. A real stress all day and waste of money. This business should be removed.
Tip for consumers:
Do not use this service.
Products used:
Service unfit for purpose, had to employ someone else after hours of no communication.
Date of experience: June 24, 2021
Hi Annette
We are sorry you have had a negative experience with our company in the past. We accept that we have not always offered the best customer experience, particularly in periods of growth. We have been working hard to overhaul our policies and operations to ensure we offer the best customer experience going forward.
Adam
Shift Customer Care
Booked Shift. Online for a small furniture removal job from West Cumbria to Lancaster. This worked very well and was better value than hiring a self drive van. The two man team were polite and efficient, sticking with the agreed timetable and price.
Well done
Andrew C
Date of experience: March 13, 2019
Hello Andrew,
Thank you for taking the time to leave us a review on this public platform. Fantastic to know that the driver was able to complete the job successfully for you!
We are always here if you ever need a hand moving any items again.
All the best
Shift
I was charged twice for a service that never happened and for cancellation fees.
Unfriendly and unprofessional staff and you can't even talk to them on the phone, only via live chat where they copy and paste answers. I literally asked a question and replied with "have a nice day"!
Please avoid this company at all costs, I am currently opening a dispute with my bank in order to get this money back. Be careful with these thieves!
Date of experience: April 26, 2018
I booked Shift paying 48.20 to move some furniture on Aug 3rd. I waited for the driver to turn up for hours, but no one ever arrived. I receive no notification that they had decided not to bother. Due to this complete failure I was promised a refund, but after weeks of waiting I've received nothing, and Shift won't return my emails or call... Avoid this SCAM!
Tip for consumers:
Avoid at all costs
Products used:
N/A
Date of experience: August 23, 2021
Hi Phil
We are sorry the driver you booked through our platform did not arrive. The reason you may not see a refund is because we do not take payment before the booking is completed. We only preauthorise your card, this means when the preauthorisation the pending payment on you statement will disappear rather than a credit showing. If you have any queries regarding this please feel free to email on support_team@shift.online.
Adam
Shift Customer Care
Booked Shift for a house move. They took £424.50 from my Paypal account. After expressly saying they take no money until job is done. On the day no one turned up to move required items. No explanation was given. It is impossible to contact them to resolve matter. I ended up having to sleep on someone's sofa for two days until I could find a reliable company to move furniture. Cost a further £250.00. I would not use this company unless you like throwing your money away. Total scam!
Date of experience: July 12, 2021
Hi John
We are sorry the driver you booked through our platform did not arrive. As the driver did not arrive a full refund on £424.50 was process through PayPal.
Adam
Shift Customer Care
No way to contact shift on their website or via social media. Clearly they have a lot of issues and unhappy customers, I suppose this is the only way to contact them as they want to make contacting them impossible.
Anyways I wanted to report a very bad shift driver reg: * on 11/06/21. Did a very bad turn almost hitting neighbours wall. He then took the right lower side of his van out (drivers side) by driving into a huge tree! Lol I have CCTV which i'd be happy to sell to Shift if their interested.
Tip for consumers:
No way to contact shift on their website or via social media. Clearly they have a lot of issues and unhappy customers, I suppose this is the only way to contact them as they want to make contacting them impossible.
Anyways I wanted to report a very bad shift driver reg: * on 11/06/21. Did a very bad turn almost hitting neighbours wall. He then took the right lower side of his van out (drivers side) by driving into a huge tree! lol I have CCTV which i'd be happy to sell to Shift if their
Products used:
Poor shift driver
Date of experience: June 11, 2021
First time using Shift, and honestly just gutted we haven't used it sooner! Excellent service - easy to use and book/pay, good updates on the day of delivery, driver was lovely and the customer service team followed up afterwards to make sure all was ok.
Date of experience: March 10, 2021
The lady told me they'd send the driver's contact number... She never did. The driver never turned up. The money was taken out of my account. Had to call my bank and will now have to wait for the transaction to be disputed and refunded... What a brilliant way to add stress to my already stressful move!
Date of experience: May 1, 2018
We recently needed to move from central London to the NW outskirts. The booking process with Shift was incredibly easy. The driver arrived on time and was most helpful and polite. I would recommend shift for any more any time. V&H - from New Zealand / long resident in London
Date of experience: March 15, 2019
Hello Vee,
Thank you for taking the time to review your recent Shift with us. It was a pleasure to help you move your items on this occasion and I am glad that you found the whole process throughout easy and efficient!
All the best
Shift
Purchased a 2019 mini Cooper countryman from Shift Carson location, August 7 2022. This is a So call Certified Vehicle. Now that I am out of the 30 1000 mile warranty.The cars information center informed us that front brakes need replacement and the heated seats don't not heat up. Spoke with Shift customer service spoke agent and escalated to Manger Faeny who wouldn't help with nothing except to tell me that i was out of and help window shift offers.
I should not be servicing my newly purchased vehicle (CERTIFIED) TWO MONTH AFTER PURCHASE. With No support from Shift this will come out of my pocket. Not good customer service practice here at Shift.
Date of experience: August 06,2022
Date of experience: September 22, 2022
Hi Robert
You appear to have confused ourselves with another company as we do not sell cars. We hope your issues are resolved by the company responsible.
Thanks
Shift Team
Shift is the new way to move things. We'll move anything you need to shift. You name it, we move it.
We will move anything you need from purchasing an item on Ebay or Gumtree, to house removals to small student moves. You can book anytime any day
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Hi Patrycja
We are sorry the driver you booked through our platform did not arrive, we have since removed this provider from our platform to ensure no more customers are let down by them. Unfortunately we could not guarantee a provider for the time you requested as we needed to contact providers to confirm this. Until this could happen we did not want to offer false promises, when you chose to cancel we then refunded your PayPal payment instantly as we do not take any payment if the service is not offered.
Adam
Shift Customer Care