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I have used Shipito for a couple of years now. Primarily to buy things online in the US and ship on to me in the UK.

When I began using them the service was of an acceptable standard, the cost wasn't too high and the packages arrived reasonably promptly.

Then prices increased and they began to do things like the rounding up of weights for shipping cost calculations, a cheap trick. It took longer for parcels to arrive. And then, I had such an appalling experience with them I have closed my account and am now using a different company.

I ordered 4 pairs of shorts that were emphatically cheaper to buy in the US than here in England and paid for them to be sent to me. The first thing I should mention is that the shipping cost was approximately $40.

This is an incredible mark up on what the real shipping costs would have been. I have had items sent to me via USPS, UPS, DHL and others and have a rough idea of what the cost would have been and I suspect it would have been less than a third of the amount shipito charged me.

Shipito promptly sent them off and the delivery partner in europe was hermes. Hermes are known to be probably the worst shipping company in the UK. I presume shipito partner with them for cost reasons.

The package entered hermes' warehouse local to me where it was promptly lost.

This is where the issues began.

From this point onwards the whole process was a nightmare with nobody taking ownership and me having to push for a resolution constantly.

Hermes received the parcel and lost it, something they confirmed to me. At this point the correct course of action would be to say, no problem, we apologise, what was in it, and issue a refund. Instead, they told me they would conduct an "investigation" which would take 28 working days, ie more than a calendar month. What on earth they had to investigate I don't know.

They got the parcel, then they lost it. That doesn't take over 35 days to establish. I doubt they investigated anything at all to be honest, it seems like a tactic designed to make people give up.

At the end of this "investigation" they referred me back to shipito saying that shipito would sort it out. So i contacted customer services.

And thus began weeks of support tickets being ignored and unanswered.

Eventually via a support ticket I was told that, despite having openly admitting they had lost my items, because I hadn't purchased additional insurance, hermes wouldn't pay to replace them. I have to ask, why is hermes allowed to behave like this? They lost the package, their problem, they need to fix it. What I did or didn't do at this point is totally immaterial.

Shipito should have gone into bat for me at this point, as their customer, but instead seemed to be hoping that I would go away.

So I looked at review sites and saw that assorted negative reviews were replied to with a request to email "marketing@***.com". I thought I would do this to try and get things fixed up. I got a reply the same day, which I then replied to, and then nothing. I sent in three more emails chasing and all three were ignored.

So I decided i wanted to speak to the CEO David Nielsen and the general manager, Dave Robinson. I emailed customer services asking for their details, and was of course ignored. I tried via livechat to source the same and ended up speaking to the same person who had answered the first email to marketing@.

This lady refused to give me either of the aforementioned peoples email addresses. It seems odd that a business has senior people insulate themselves from genuine customer contact like this.

It makes me wonder if they are aware of the practices shipito engages in. That's a different discussion however.

I then had an extremely frustrating exchange with this individual which ended with a begrudging offer of approximately a third of what I was out of pocket by, and being told I was lucky to get that, as they had made 'an exception' for me. There was repeated reference to 'policies' as to why they couldn't issue a full refund, policies that curiously don't apply with myus.com, as confirmed by them when I signed up immediately afterwards. This person even almost scolded me for suggesting that they should be forcing Hermes to refund me what I had lost - "shipito is a business and has to act accordingly".

A truly bizarre statement to make.

I'm never going to use shipito again. A business can be either brilliant at what it does, cheap in cost to the user, or provide amazing service. It must be one of those, ideally two and in a perfect world all three.

Shipito is none of these things.

I don't want a reply nor do I want to email marketing@***.com to discuss it. Either of the Davids can get in touch if they wish but otherwise I'm done with shipito and I'd warn others to steer clear.

User's recommendation: AVOID.

Monetary Loss: $120.

Preferred solution: Apology.

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Shipito

Hello, I am sorry to hear about your frustration. I would like to see how we can help. Please email marketing@shipito.com along with your suite number.

Steve F Ixg

April, you are actively lying now. - You made NO attempts to assist me.

This issue was pushed by me at all times. You ignored emails I sent (claiming they went into the 'wrong folder' - really?), support tickets were ignored, reasonable requests were ignored. - I didn't refuse anything. Hermes lost the package, therefore the entire responsibility lies with them to refund me the full amount irrespective of any insurance purchased from you or anything like that.

That's just standard business practice. You offered me little dribs and drabs of money, nowhere near what I had lost, and made out like you were doing me a huge favour. - You didn't provide the marketing email, I found it from the many poor trustpilot reviews and contacted you via there first. I asked for the email addresses of the CEO and the General Manager and you refused to provide them.

You didn't make 'several attempts through chat, and email, to resolve positively' - again I had to push for weeks and weeks to get this fixed. I have no idea why you are following me around the internet propagating blatant, demonstrable falsehoods. My reviews are accurate, and they will remain in place.

Please stop telling lies. Thanks.

Shipito

Hello, I made many attempts to assist the customer including offering a resolution outside consisting of a refund of the shipping outside of policy. In order for us to file a claim, insurance on a package must be purchased.

The customer refused all outreach and resolution to compensate up to the value that he declared. Under declaring the items is also a problem which was the case here. Legally, we can not refund anything over what is declared on the customs form. The customer under-declared the items despite our terms of serving to say that all customs forms must be accurate and match the invoice.

I also provided many ways for the customer to contact us including our marketing email which is the email our managment uses to reach out directly to customers. I never refused to provide a way for the customer to contact our managment nor, and made several attempts through chat and, email to resolve positively with the customer.

Shipito
reply icon Replying to comment of Shipito

Hello, We apologize for the delayed response. We would like to help answer your questions related to your experience.

Though phone support is only on the premium account. We do also have live chat open 7 days a week and, we do have a direct email system and ticket feature that allows you to send a message. You can email us at cssupport@shipito.com. Regarding the issue with the postcode.

Our system utilizes a format that requires one. In countries and towns where you may not have a postcode. If you add 00000 across the field. This usually fills the requirement so you can avoid those errors.

We do apologize for any frustration you experienced. If you do have any other questions, I would like our outreach coordinator April to assist you.

Please feel free to reach out to us. Marketing@shipito.com

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