Hydropac Reviews 3

After researching for insulating packaging items we decided to place an order with Hydropac- the website appeared clean, professional and “guaranteed” a quick delivery. Prices weren’t the cheapest nor most expensive. Albeit we ordered over the Christmas period and during the second lockdown, we had 5 weeks until the items were required for our deliveries.
1 item out of 3 was delivered after 3 weeks - courier said one item was damaged therefore not delivered and we’d hear back from Hydropac. No correspondence from Hydropac received (despite numerous emails from me), when calling was on-hold for a long time and conveniently the order manager wasn’t available, said they’d call us back and didn’t. Called again expressing that we were not happy, hydropac were unable to say where our items were and reluctantly agreed for a refund.... still waiting for that refund 6 weeks later.
Avoid ordering from Hydropac. Despite the appearance of the products and website they are unreliable and have terrible customer service.

AVOID!!!
I'm lost for words how unreliable this service was.

My order haven’t been delivered. First I was ensured the product will be with me on Friday(day later than it was supposed to), then Saturday. At the end the product didn't arrive at all. I don't have the boxes which I was supposed to ship and I won't be able to ship the products in the next 2 months. Awaiting refund.

After a few days shopping around looking for a reliable and affordable supplier to package chilled food for courier delivery I came across hydropac. There website and customer service seemed professional and efficient. We decided to order from them as they gaurentee next day delivery. At this point I was 1 week away from needing the product. As advised from the customer service agent I placed my order online missing that days cut off which was fine as I wasn’t in any major rush from the packages.
After 3 days waiting for the package to arrive I thought I would chase it up to make sure all was well and everything was on route. When calling I was told that all there systems where down and no orders had been dispatched since my order day although this was frustrating I was insured that my package had now been sent out on next day delivery. A following 2 days later I called again to find out if I was definitely receiving the package later that day. I am now only a day away from the date I need to send all freshly prepared perishable food out to my customers. After being put on hold for over half an hour I was told by one of the customer service agents in a rude and abrupt attitude that the products I ordered had been out of stock for over a week. Since this has gone on for over a week I felt it right that a supervisor or manger came to the phone to explain what they can do to resolve this matter. I was told he was busy and not able to come to the phone. After a few attempts she finally gave in and put him on. This is when a long line of mistakes becomes the worst customer service I have ever received from the so called managing director. After explaining the problem I was in to him his only response was well what do you want me to do about it. He became increasingly rude and unhelpful telling me I had two options cancel my order or wait for it to be dispatched without a clear date. When I asked why his attitude was so bad he said he is busy and doesn’t have time to be dealing with these problems.
I have no doubt that if you place an order with hydropac that your package may arrive and I’m sure there quality is of a fair standard but let’s hope nothing goes wrong as they are not willing to help once they receive the money. I would imagine there returning custom is very low.
My advice to the “managing director” if you had come on the phone apologies and figured out an efficient and guaranteed delivery you would still have my sale and not have your first trust pilot review a 1 star.