Shapeshift are usually very fast.  That's why they are used by so many people.  It's inevitable that occasionally there will be an error that causes this, and even on Poloniex there are problems occasionally and could be with any exchange at any time.

It's nice to hear some negative experiences for once, but it doesn't mean that you should suggest avoiding them until you've considered all available information.  People who join Ponzi schemes and get payouts think it's going well, but it doesn't stop it being a scam, and in this case it's legit and you having a bad experience doesn't stop it being legit.