Packhelp Reviews 828

Our brand has filed a small complaint regarding our last order and Bartłomiej, the Customer Support Specialist, was very kind and helpful during the full process. He was even reminding himself if we have received the e-mail when he had no answer for more days. That´s very rare in nowdays. We highly appreciate that. Everything was solved with professional care. Thank you for that.

Bartłomiej was a fantastic help! Order was shipped and customer service was great.

I have been a loyal customer of Packhelp since 2021, having spent thousands of euros with them. However, after my recent experience, I will never work with them again.

I ordered packaging for my boxes, expecting delivery by the end of August. But instead of receiving a notification from UPS, my packages were sent back to Poland. I contacted customer service, urgently asking them to resend my order. After confirming my shipping address the same day, I heard nothing for weeks, despite multiple follow-ups.

Despite the urgency of my request and the fact that I had clearly communicated my needs, I still don’t know where my packages are. I haven’t been given a tracking number, nor have I received any notification from UPS. This level of unprofessionalism is absolutely unacceptable.

I’ve trusted Packhelp for years, but they clearly don’t value loyal customers. If you’re considering using their services, think twice.

5 stars for the customer service to Bartlomiej - he went above and beyond to make sure that all requirements are met :) Thank you!

Everything was fine until...

After ordering mailer bags previously, I made some design adjustments and reordered the same bags. Unfortunately, the new bags (Order #R453200304) arrived in the wrong size.

When reviewing the order process, I found that PackHelp failed to include the exact dimensions in centimeters on the order confirmation and invoice, listing only an internal product code. This is problematic, as the law requires sufficient details to clearly identify the ordered product. While I acknowledge placing the order myself, the absence of critical information made it impossible to catch the mistake.

After raising the issue, PackHelp’s response was dismissive, offering only a 25% discount on a new order. I even proposed covering the correct bags for an order value of 250, against my mistaken order of 400, but this was declined.

Their response highlights their inconsistency and lack of professionalism, ironically proving my point:

First Response: "We understand that internal naming of sizes can be hard to remember, which is why we show dimensions during the order process."

This statement admits that dimensions are critical, which should logically be included in both the order confirmation and invoice. They argue that customers can find this information on the website, but that’s the issue—errors should be identifiable throughout the entire process. Their claim that they’ve never received similar feedback before is irrelevant to legal requirements.

In Summary: Don’t expect swift complaint resolution; this "discussion" took nearly a month due to slow responses. PackHelp is your trusted partner only as long as they can profit from you.

Bartłomiej was great and provided me with the right information and support!

Perfect follow up

Quick response and the person I spoke with answered all my questions.

Bartłomiej was very kind and reactive, and accurate in his replies.

The communication was good, specifically with Magdalena who assisted me and was thorough in her explanation and helping me out.

Great customer service experience!

Everything went quite well. The team is lovely, super reactive, and here to help at any time.
It was the first time I made some custom boxes and will do it again.
Highly recommended!

Good service and reactive.

Roza from Customer Service has been of great help ! Thanks Roza !

Faced with a problem, an agent (Róza) took charge of me almost immediately. She was able to give me precise answers to my questions, and proposed quick and simple solutions that were completely adapted to my needs. I'd definitely recommend !

Simple, efficace