Packlane Avis 454

Customer Service at it's finest!

From ordering, to delivery, to even filing a claim (unusual that it's needed though), every single person I've interacted with at Packlane has been extremely responsive, helpful, and knowledgeable! And they're all pleasant to work with on top of that!! Great company to work with and if I could give them 6 stars I would! Products are high quality and I highly recommend this company!

*** Update 2023-07-23 ***
Packlane contacted me after 5 days and offered to correct the issue. They stated that they would also institute an acknowledgement response to support emails moving forward. I'm glad this was finally addressed and hopefully some additional QC will be put into the process as well. Given that they did finally address the issue to my satisfaction, I am raising this review from 1 star to 4 stars. My logic is 3 stars for timely delivery and a generally good product (sans the printing errors) - this is expected as a baseline. The ease of placing the initial order and the eventual customer care also deserves a star. The current lack of a support phone number, an automated support response system, and the delay in getting support justifies a one star hit. If/when the support issue is addressed, I will re-address the rating. Based on their recent response, I will consider using them again for future orders.

*** Original review ***
Over a 3rd of our boxes arrived incorrectly printed. Sent numerous emails, submitted their online support forms, and no response at all. Not even a 'got your message' type of response. NADA. Absolutely the worst customer support imaginable. We have been ordering from Packlane for years but after this latest experience you can be sure it will be our last order.

Horrific customer service. Had the most frusterating experience throughout our entire order process. Customer service takes so long to reply via email and when you can actually get ahold of customer service on the phone, they say they will call back with no info and then you just never hear back. I would recommend NOT using them if your order needs to arrive by a specific date.

I would never recommend. Their boxes are poorly made and do not close. If they do close, the box looks like it was mangled. I will never be ordering from here again. Such a hard loss for my small business too.

They've been hiding something from their customers: they were acquired. Since Nov 2022 their boxes come from Packola, the lower quality alternative (go read their reviews!). I went with Packlane in the first place to avoid this company!

Their boxes are much flimsier than before.

It's very unfortunate, a good trustworthy company down the drain.

Deplorable customer service. I spent hours and hours of my time trying to order a box. What a waste of time. I could've got the order. Placed in 3 to 5 minutes if they have a customer service phone line but they don't. I've chatted with eight or nine people. Now I'm trying to get this box ordered every time you get another person on chat you gotta explain the situation all over again. If you even navigate to another page on the website, you just close the chat, you gotta start all over again with somebody else. I had a problem uploading my design into the template would've taken like I said just a minute or two that have somebody help me with this order. I really don't recommend this company.

It was easy to create the designs and actually see how the box would look before the purchase. The whole ordering process was user friendly. The boxes came out as best as possible. They informed me my picture should be better quality, but I used it anyway and the boxes still look great.

Exactly what we were looking for. Product is high high quality, durable, print is perfect, 3D design tool easy to use.

And as if that wasn't enough, delivery arrived 3 days EARLIER than the 10 day window they had given me for them to arrive! Boom. Roasted

Great to work with! Fast shipping, great customer serivce. Highly recommended!

Designing online was easy. They were diligent in ensuring I was sure of how the finished product would look. Production and delivery was efficient.

At first I discovered Packlane because I just wanted options to many standard sized boxes, but when I saw how cool all the designs were on the website I wanted to create a cool box too.

The box I designed myself was trash, but then I saw a button to collaborate via 99designs. The designer I found was AMAZING! I never thought I would be excited to design a box, but after sending them my vision, my fav boxes from the Packlane website, and seeing initial results I was hooked. The whole dieline (literally had never heard of this word before) process was made very simple too.

My box came out PERFECT. Packlane customer service had warnings about 1pt lines being printed, but honestly they printed perfectly. I was very nervous, but my designer who hand drew everything said he never had a problem before. I was still happy with the over-communication from Packlane

I wanted to give the first box to my friend for their birthday so I was stressing about delivery options. Customer service was huge here answering all of my question and above all the box actually arrived on time!

I was starting to think with how great customer service was Packlane was compensating for what would be a garbage box with barley any of the 1pt lines visible, but that was not the case. Much to my surprise, at the end of the day the highest quality service of all was the quality of the box itself.

I am excited to continue using Packlane, this has been one of the best end to end experiences I have ever had working with another business. Thank you!

I had almost 2 months of trouble getting my packages. The entire process was long, and stressful. But the team at Packlane was extremely helpful with all of the problems that arose and I couldn't be happier with the finally project. Trevor P., Order Success Specialist, was very helpful in getting the final products in my hands and I couldn't thank him enough!

I ordered some custom made boxes to tie into gift boxes I want to use for giving to friends and colleagues. I had a specific idea in mind, including the color and style but sort of blind on whether the box would fit the bill. Packlane did a superb job of bringing my vision to life. It turned out way better than even I had hoped. The quality of color, print, font, and quality of the box is fantastic. Far exceeded my hopes! The price was inline with my budget and the speed of delivery from point of order was spot on. This was my 2nd experience with Packlane and I would come to them again. If you are trying to imagine your box coming to life and need something custom for your subscription box or gifts for whatever reason, Packlane has a website that is easy to navigate, helps you plan ahead, and test out different price points before you place your order. I felt very comfortable on the website and was able to imagine the box prior to delivery but in the end, the output makes all the difference. Would recommend Packlane for anyone in a similar planning phase - go to their website and you will see it come to life. My final product is awesome!! Thank you Packlane for making it real!

I'm surprised and grateful for Packlane's customer service as they are always on top of things, considering every email I send and even older requests and orders! Congratulations to Kathie and all the team!

This was my first experience using Packlane and I was not disappointed. I'm new to the "mailer pack" world, although I have been designing packaging on and off for over 30 years—and Packlane held my hand every step of the way. I needed support with questions I had and Sarah, the Customer Support Manager, was very hands on with me. I did wish I could speak to someone one on one before embarking, or should I say dropping more than $2000 blindly on my project, but that was out of the question. Just saying for future reference.

Packlane resolved a problem with our order, and was easy to communicate with along the way.

They charged $18 shipping for a sample box that cost $40... Seems like they use a pricing strategy of getting you in with low box price and then once you've gone through the whole process, hitting you with crazy shipping costs, that you will most likely eat, because the process was so long. Also, the ink is weird like spray paint on cardboard. I've never bought something with this texture and it seems really low quality and unprofessional.

Great company. They always deliver on what they promise. Super easy to design your box. Finished product is high quality and looks great.

The Packlane team was highly responsive as I used their services to custom build a mailing box. Not only that, but their FAQ section is so resourceful! Lastly, the turnaround town for them to review, build, and ship our boxes was speedy. I will be a loyal customer!

Packlane has been amazing since day one. The boxes I order are great. What's made me a loyal customer for life is their customer support. Always super responsive, and if something goes wrong (I had a shipment that Fedex lost), they immediately jumped in to help me solve my issue.