Gabby B.

If it was possible to give less than 1 star, I would.

We booked a job the evening before, on the website it shows you can get a quote and check availability, and then a job would be picked up by someone within minutes. As we had a quote (and had to pay there and then), we assumed that meant there was availability.

We didn't receive the confirmation email that it said we would, so we had to contact to get this later on, issue number 1 (minor on it's own, these things happen, but just the start of the rest of the problems.)

Checked the job before bed and it shows as pending, and no one has picked it up. Little bit concerning, as we've booked a 2 hour slot with where we've picking the furniture up from, but assumed that as we'd been able to get a price and the website stated check quote and availability, that we wouldn't have been made to pay if nothing was available. How naive we were.

This morning, 1.5 hours before the start of the 2 hour window at 9am, still no allocation. Starting to worry, so contact their terrible customer service, who inform us there is no one available for our job. I don't know what they would've done had we not contacted them, as they didn't contact us at all.

We then panic trying to find someone else who is available at such short notice before 9am on a Wednesday morning to collect and drop off the item, as we've been told by Shift that they don't have anyone available. Manage to get someone sorted (super nice, friendly person which is a change from shift.)

Informed shift we've had to have a panic and get someone else in now, as they've advised they had no one, and we would like a refund of what we've paid to shift, only to be told that we would be charged the full amount as it's a cancellation under 24 hours!

Despite the fact they had NO ONE AVAILABLE!

We eventually manage to get them to check with management, who miraculously, 48 minutes before it's supposed to be picked up, find someone to do the job. However, we've already had to pay someone else as Shift told us they had no one. So now we've paid for this removal twice.

As Shift managed to find someone, and we're refusing it (as we've paid someone else), it's apparently now OUR fault as we've decided not to use their driver! We eventually speak to management ourselves and fight for our refund, only to then be told we'll be charged a 35% cancellation fee!

We are still trying to dispute the cancellation fee, the money has been taken from our account.

This company is disgusting, the website clearly lies as it states you search for a price and availability, which isn't the case as there wasn't any availability so why was our job accepted? A 'Shifter' didn't accept our job in minutes like the website states, and it wasn't until we contacted them were we informed that there was no one attending our job.

We've now been charged a cancellation fee for Shift's error of accepting a job when there was no availability, and had we never contacted them, we would have been left assuming someone was going to collect it this morning.

Disgusting company, terrible customer service, wouldn't wish on anyone to have to deal with them.

Why is the money taken before a job is accepted by a shifter? Why not input a request, wait for a 'shifter' to accept it and then finalise payment? As then none of this would have happened today as we wouldn't have spent hours this morning chasing what was happening with the job, chasing refund, and now chasing overturning the 35% cancellation charge.