“The communication pre placing an order was amazing. The person replied to the phone, planned a few things honestly calls, solve any questions we came with. Once we payed for the shippement- I had to chase the person for weeks to have an answer. Then my boxes arrived, got opens and transfer into a way bigger on - guess one not surprising so many things arrived broken. And it’s impossible to get a hold of someone since .
So disappointed !”
Hi Victoria, thank you for your review and for using Sherpr. We're sorry to hear of any issues you may have had but Sherpr is very easy to contact - our customer service team can be contacted at support@sherpr.com or you can see our contact numbers at www.sherpr.com/contact.
It is very rare for any items to be damaged as long as they are well packaged and protected for transit in a couriers network with other items. This would be different to packing these as if they were going in a moving van where items would encounter minimal movement.
Fragile items such as those shown in your image, should be well packaged and separated from each other. This normally would require protection such as polystyrene or lots of bubble wrap per item especially as they will travel in an automated courier network.
We can see our customer service team are now in touch with you about this and are investigating this 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.
“I was impressed by the speed and efficency of this system! At first I was worried it would take a long time or have exorbanant customs fees but I only ended up paying $38 for two suitcases from Germany to the USA! Total price: $478 for two suitcases. I will definitely use this service again.”
“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.
“Used Sherpr to send a suitcase from London to Edinburgh on our vacation. Process was easy and delivered fast. Great experience. Almost as easy as KuroNeko service in Japan.”
“Initial collection was apparently put on the wrong route, once this was corrected it was at the end of the day and the driver rang to ask if he could collect the next day but turned back to collect it when I said No as it was urgent. I was very grateful to that driver - thank you. Next morning I received notification it would be delivered by midday. This came & went, no suitcase and notice now reading delivery that day. Next I received a notice saying my suitcase had been delivered & signed for by someone with half my surname, in capital letters. All told I spent an hour trying to find out what was happening, ringing various numbers as it appears there was 3 companies involved!! Sherpa, FedEx, & eventually My Baggage - ridiculous when none seemed to know what was happening! Lastly lo & behold my suitcase miraculously turned up, driver unaware of any of this. Organisation appears chaotic with collection driver being the only person worthy of praise.”
Hi Lyn,
Thanks for taking the time to leave feedback, we do appreciate it.
Looking in to the concerns raised here, we're glad the collection driver fulfilled the service request on time and I can see your item was delivered the following day. The Sherpr service selected was express domestic with an estimated delivery date of 8-9th April. Your item was collected on 7th April and delivered the very next day. We do apologise for any confusion involved, and can confirm your order was with Sherpr. We're glad your item was delivered on time. If there's anything further we can assist with, please do let us know.
Sherpr
“We had a great experience sending our things to Spain from London, Sherps were very helpful and efficient even though Spanish customs aren’t the easy one. Can highly recommend using this service.”
“Great communication and care throughout the process. However, clients should be informed in advance about the possibility of border customs charges. In our case, the customs fees exceeded the cost of the delivery itself, and we are now facing a complicated procedure with no guaranteed outcome in order to recover these costs.”
“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
