Packhelp レビュー 2,188

I have been extremely disappointed with the customer service received. I have reached out five times now, both by phone and email, and each time I have been dismissed with vague assurances rather than real action.

Due to their mistake in sending the wrong shipment and their failure to resolve it, we are now behind schedule with a product release. Despite repeated follow-ups, I keep being told that the matter is “being worked on,” yet nothing has been resolved.

My order cost several hundred euros, so this was not a minor purchase. All I am asking is for the correct labels to be sent or for a refund to be issued. Unfortunately, the way this has been handled so far does not reflect the standards of a professional company. I would recommend you AVOID to save yourself time chasing up problems and money on lost items.

Packhelp shipped out my goods on the 26/06/2024. They sent the goods to the wrong address in the UK, and let me know this on the 09/07/2024. After asking them for constant updates I have had bland replies, they have offered me 10% off my next order, which doesn't make up for the lost business due to this delay, it is now 18/08/2024, they have not sent me any updates, any new tracking link, no confirmation that they have the goods back. Big shame since I had used them once before and it was all fine. This order cost me more than £400, so beware.

Terrible experience!

First of all, instead of 300 packing orders, they mixed up orders and delivered me 10 huge boxes of paper material?!?

As a young startup, we operate currently out of home, so this meant that the boxes were blocking two entire rooms!!! It then took the packhelp team more than a week to resolve this situation, what a disaster!

When my order did arrive, the boxes were so much slimmer and lower quality than the ones from my previous order! This is unacceptable! The packages are falling apart during shipment, LITERALLY.

Commande passée avec livraison express (payée en supplément !) pour une arrivée le 9 juillet.
Nous sommes le 21 juillet : toujours rien reçu.
Aucune info, aucun suivi, aucune réponse claire du service client.

Résultat : un lancement bloqué et des frais express totalement jetés par la fenêtre.
Ne vous faites pas avoir. Achetez sur AliExpress, c’est moins cher… et ça arrive plus vite !
Packhelp, c’est une belle vitrine, mais zéro fiabilité. Plus jamais.

We are a long-time customer of Packhelp : Great products, fast production and always great service from Angelina and her team .

We've been working with them for a while and our experience has been great

Muy satisfecho con Packhelp: el acabado de las impresiones en el packaging están muy bien y la atención al cliente y seguimiento muy top

Very friendly and responsive team, from quote to delivery. You can count on them to keep you in the loop every step of the way.

I do not like putting bad reviews online. Unfortunately i am absolutely forced to do so.

Before purchasing, i looked at a multitude of suppliers, China, Europe. I saw some great pictures of black and white printed paper tape. The quotes i got from Higher quality companies in China were of course slightly cheaper, but i decided to go the more Eco friendly way and support an EU based business. Little did i know that was the biggest mistake i could have made.

On 17th March, i ordered 36 pieces of custom printer paper tape. I wanted black tape, with white printing - i was instructed to order two color tape (at extra cost) in order to fascinate for the two color print. I did as i was instructed and placed an order for 36 pieces of two color printing.

A few weeks later i got a message asking for a tweaked file. The tweaked file showed my design, with tweaked placement of my logo (as it was initially overlapping the edge. The design clearly showed the full background in black, with my logo in white. It looked good, and would "repeat" well on the tape, so i was ok with the logo being on the tape in "higher quantity". It did NOT show any white gaps (more on that later).
I approved the design tweak, under which was this note:
"The design has been slightly changed from a technical standpoint to meet our printing standards. There will be 1-2mm of free space between matrices. We`ve adjusted the design to fit in the designated print area. Some elements of your design have been aligned and / or centered. Please check if everything is ok. Client approval needed."

Now, after a few more weeks, in April 25th (Roughly a Month and a week later) i finally recieved the tape.

The first impression was a huge disapointment. The tape was
1. Dark Gray at best, if even that.
2. White stripes every 37cm or so. (That is the tile size of tape)
3. CLEARLY not printed in two colors, only with black color on a partially transparent white tape.

You can probably see why i was dissapointed. The tape looks extremely cheap, totally not as expected and just honestly bad.

I contacted packhelp, and in over 19 e-mails i was unable to get in touch with anyone who would be willing to solve my issue. I am attaching some of the responses i got from them below. I even asked them to remake my order, or get a partial refund, not for a full refund, yet they were absolutely not open to cooperating.

I was basically told that i was clearly notified about the white gaps (Was i? You as the reader can decide, but "There will be 1-2mm of free space between matrices." DOES ABSOLUTELY NOT clearly explain there will be white gaps), my note of the printing being single color was completely ignores, as was the fact that it`s not a nice, deep black color.

I was going to outsource all of my packaging production to packhelp, but after this experience i will never again come even close to this company. I am disappointed seeing a EU company thinking this quality is acceptable, as well as their mediocre AI generated support responses, and constant ignoring of emails.

Below are some of the responses i have gotten

"Hello,
Thank you for your message.
Unfortunately, we are unable to accept this claim. The files sent by our graphic team were clearly approved by you, and they included a visible note stating that there would be 1–2 mm gaps between the matrices.
This information is clearly marked on the attached screenshot."

"Hi,

Following up on my previous message — unfortunately, our production team has reviewed the case again and confirmed the rejection of the claim, for the same reasons I mentioned earlier.

"Hello,

I hope this email finds you well.

Our production team has reviewed the case and unfortunately did not accept the claim. I regret to inform you that it’s not possible to reprocess the tapes.

The tapes are still usable and were produced in line with the approved design.

Please note that appropriate steps have already been taken in response to the attempt to pressure a change in decision.

In case of any further questions, do not hesitate asking me."

The file approved in the PCA cannot be subject to a complaint, as it was accepted as the final version for production."

It was a great experience working with you. very helpful and quick response.

Enttäuschung!!! Ich habe gerade eben meine Bestellung erhalten, bzw. eine Nachbestellung vom letzten Jahr. Damals war ich begeistert! Was kam heute an zum höheren Preis? Sehr sehr dünne Boxen und Sleeves, gefühlt, die Hälfte, was die Box früher war. Ganz ganz billige Qualität. Sehr sehr enttäuscht!!

We had a great experience working with this team! They are polite, responsive, and work quickly. Their follow-up support was excellent, and they even suggested a better plan that improved our final product. It's clear they have a lot of experience in the packaging field—we felt in very good hands throughout the whole process. Highly recommended!

Un très bon accompagnement tout au long du projet, et des produits de qualité fidèles à la demande : merci Zuzanna !

Hicimos un pedido de papel impreso con nuestro logo y recibimos al cabo de dos meses un producto completamente equivocado. Hemos mandado varios mails pidiendo que nos lo solucionen y no lo solucionan, el pedido fue el mes de marzo y seguimos con el problema y ni tansolo son capaces de reembolsarnos el dinero. UNA ESTAFA

Everything went well. Highly reactive support team and amazing quality of the products

Très bonne réactivité des équipes à chaque commande, avec un suivi efficace et rapide.

Les produits sont toujours conformes à nos attentes, et les cartons d’expédition sont solides et bien adaptés. Rien à redire, service fiable. Cela fait plus de 2 ans que je travaille avec eux régulièrement.

Great client service and good quality of the products !

Working with Packhelp is always a pleasure!
From the communication to solving problems and from initial design to final product, we've always had their support and professional help.
Great team and great products, always a order we're looking forward to! :)