Shout 85258 Reviews 497

Didn’t even get as far as talking to a human being. Texted in crisis, received several texts basically saying I’m still on hold, here’s a link. From a robot. Does this company have any idea how degrading it is to be in the pits of depression, reaching out for help, and then be sent an automated text reply back? Actually pathetic. Either offer an emergency helpline or don’t, but don’t advertise it as something it’s not. “Emergency” mean urgent. Not in six hours time. You all need to seriously rethink how you run this operation. Promising false hope to a suffering person and immediately shutting it down by not responding is genuinely dangerous to people lives and mental health, it is not the ‘help’ that you think. Quite the opposite. Shut it down or make it better, but don’t keep running it like this, it is harmful and reductive. Advising anybody in my life to avoid this service at all costs as it does more harm than good.

I haven’t been able to use Shout since February time due to sudden issues with compatibility of my network provider. Before I was able to use it with no issues and now it just says “undelivered” whenever I contact them yet the initial message “SHOUT” to activate the service sends perfectly…I contacted Shout about the issue almost 2 months ago and said they were aware of the issue and were looking to fix it…they contacted me again a couple of weeks later saying they don’t have an estimated date for when the issue will be resolved but will notify me with updates…it’s been too long now and getting ridiculous, as someone who works in IT, issues like this can get resolved in a matter of hours…sort it out…! Also reading the rest of the reviews about the general quality of the service…I agree that responses can be very robotic and inauthentic, and feels like it’s not personal/genuine especially knowing now that SHOUT volunteers message multiple people at the same time. And this can be very disheartening especially since the queue times can be extortionately long (waiting in the hours). However, I have had a couple of genuinely lovely volunteers who seem like they really do care, so don’t let it discourage you from talking or opening up. Despite, it shouldn’t be this way- the inconsistency of the support quality from volunteers.

Long wait (2 hours) which would be fine if they were helpful - but updated googles estimated ‘5 minute response’.
Sent automated links’s to resources and other crisis lines that did not work.
Robotic and generic copy and paste one line responses
Sounds like they send the same response to everyone
Asked no follow up questions or attempted to engage in further conversation.
Ended the chat because I didn’t reply for 7 minutes - after 4 minutes sent 4 follow up messages asking if I was still there. Hard to reply quickly when you’re in crisis and in tears and trying to put the words together.
Left feeling far worse.
Absolutely shocking.

Still waiting for a response. I appreciate people are busy, but the first response is from a bot, are they off sick, or on lunch break? Even the bot doesn't reply!
Update google, it doesn't take 5 minutes to get a response.
People in crisis need help, not a lesson in patience - the NHS gives us that one ad nauseum already

A disgraceful service. Such bland, dry and robotic responses. Awfully long waiting times before someone picks up. I had to text multiple times to confirm that the person was not a bot. Very unhelpful. Horrendous service. This should not be allowed to continue. Do not use this service if you are in crisis.

Reached out 4 hours ago and they still haven’t connected me with anybody. I’ve not opened up and spoke about how I’ve felt for 5 years and decided to try it again. I struggle to read the company’s responses to the negative reviews as you fail to improve your service, hire more people both volunteers and paid employees to help with the volume of messages you receive as you clearly ain’t coping. Has the audacity to tell me they are quieter during the day so reach out then Ah yes because that's the whole point of contacting a helpline isn't it? You're FINE with waiting? Looks like you have to say I’m gonna off myself right now to get some kind of response… if you’re lucky to catch someone that quick. You should be ashamed of yourself. Sort it out or simply shut down.

Really really odd experience

Basically told them I want out of life as I don't enjoy it and didn't opt in etc, so I just want to go.. the 3 questions I got asked were
"How do you plan to end your life?"
"Do you have the tools there to end your life via your preferred methods?"
And "what is it that you have next to you to do it?" I get that they have to watch for safety but wow haha

Its an utter piss take. It advertises itself as a helpline, but really its a sympathetic ear. Im needing actual HELP for my distress and dysphoria, where im responded with "i understand. That must be hard." Well no you dont understand and yes it is hard. Can you help or are you just going to evaluate it??

I’ve tried multiple times to contact them as I prefer texting over talking to someone about my mental health. Every time has been over an hour wait before I just give up. They say that they’re experiencing high traffic but if that’s the case then shouldn’t they at least hire more people

I used this service when I was in the depths of complete and utter despair after I found out that my girlfriend of 10 years had been cheating on me. I just wanted to die, I also have a long history of severe depression and anxiety and also have a personality disorder. The conversation was fairly decent to start off with, but when I explained that I had no family or friends to turn to, they said there was nothing they could do. Whilst I understand that there is no magic pill to change someone's life, saying that there is nothing they could do and then abruptly ending the conversation is the last thing you should say to a suicidal person. I ended up taking myself to A&E at my local hospital and they said they couldn't help either! All I required was something to calm me down.

The way people are treated with mental health issues by some of these organisations is an absolute disgrace!!

What a load of BS - You have to wait and wait and wait - its not for me.

The worst experience ever. All they do is apologise, give you links…. Hopeless
I felt even worse after chatting, you are hopeless

Absolutely unbelievably dreadful service. I can’t see how they would be any help to anyone especially those in a crisis. It made it seem like you would talk to a real person but the responses I got were soooo obviously AI. Tonne of wait time between each message and the messages just felt so off and not personal, honestly made me feel worse. I’m so shocked this is advertised as a crisis line. If someone was on the verge of committing and this was the service provided I wouldn’t be shocked if they follows through with it.

This is the second time I have tried to use this service when I have been in significant need. I have waited 1.5 hours before I decided to text Stop as I couldn’t face waiting anymore. I totally appreciate this is a charity. However I think it is wholly unsafe.

I had a chat with an agent yesterday who seemed rushed to give me solutions so id go away she didnt give me time to open up about how I was feeling and made me seem like I was just another number. I really needed someone to listen to me and instead she ended the chat thinking cause she had sent me an app to download that would solve all my problems. I felt like i was a burden and she had better things to do not one bit supported.

its absolutely shocking that this service is even advertised to people going through crisis. responses are robotic and extremely impersonal. the wait between each message is around 5 minutes. they dont ask you questions. I waited an hour to talk to someone and they sent around 9 messages before the convo was over. Ive left feeling even worse than before. Im really sorry to anyone who used this service, and I'm slightly concerned that this is even promoted at all by anyone.

Only giving the service one as it is the lowest review you can give it. I find this service shocking. I have been recommended to use this service by many health care professionals but the service in its self is insane. Not only does the messages not deliver meaning I have to use another device, I have been waiting for hours on end. I understand how many people must use this service but it should accommodate people not leave those to just sit and suffer. I struggle with speaking on the phone due to anxiety and when I was informed of this site I was excited to try it. Unfortunately, the service feels robotic and insensitive. It doesn’t help and doesn’t accommodate my needs. It is disappointing that this website is recommended widely by professionals but has such a bad reputation. I don’t think I will bother again.

Waited 3 hours and no one replied. Just kept getting "someone will be with you shortly."

Many people chat in this service experienced that as a emotional support hotline, they do not care and help. But they only trained to listen to problem and provided resources. Of course I do underatand some people misconcept this support as if volunteer can solve problem which they do not. As volunteers can only listen and provide resources. As part of this mindset, how does it help people move foward in life if most consumer thinks that it is robotic, or thinking that volunteers are trained to talk poorly and give scenario which is not real or make sence in a real world. Honestly I have no idea.

At a time when you need support they are not supportive and send messages inappropriately and insensitively, literally received a message saying “end your life, take care” this was one of 5 messages received with the above message been the top message on my home screen.