"Talk about a horrible company to try to deal with. They have no customer service except through a chat. I've been trying to order a box for a week. After my graphics person showed me how to move the graphics around. I finally got the order placed. Then they sent me a link to the proof that only takes me to my order page there's no proof. I've dealt with seven or eight different people on chat if you even click on a different page on your website, you just close the chat and now you gotta start all over again explaining your situation to somebody else because you can't get the same person back. Just another company that's too cheap to have a customer service phone line. It would it take me to three minutes to place order with somebody on the other end of the line but they've got people in the Philippines or wherever on chat. Highly suggest you find another box company to work with with."
"I had ordered about 50 boxes for my church and had gone through multiple proofs with my boss. When we were finally happy with what was created, we pushed order. when I proofed my order it was perfect and exactly what I wanted. but the boxes that arrived were not what I had proofed or approved. After emailing back and forth, they are telling me that I did approve that order and can't do anything to fix the glitch that was in their system. We won't be ordering with them again and I advise others to not order with them either!"
"In short, the printing done on our 150 custom mailers was so blurry I thought I was going blind. I should also mention the quality is terrible - this thing would get torn to shreds on the back of a UPS truck. Completely impossible to reach anyone to rectify the order. Makes sense why they don't send proofs! It's a scam hidden behind pleasing DTC branding. I'm stuck with $500 in useless boxes. AVOID AVOID AVOID!"
"I asked for the mailer box with PANTONE but they printed something else. That was completely different from my brand color. I asked to solve that issues or refund but they didn't respond. That was my worst experience with them. Anyway, i Googled another company and got a quote from OBT Packaging and OXO packaging there rates sound good I will try them next time."
"Boxes are not consistent between orders (using there reorder portal). We reached out to the company multiple times to correct. Customer service team all the way up to the VP of Marketing refused to correct their mistake.
SAVE YOUR TIME AND MONEY...shop somewhere else."
"My boxes turnt out great! I was very pleased with my order. They did a great job!"
"My experience with Packlane started great and ended poorly. They build a great user interface that makes it very easy and interactive to create custom boxes to exactly the dimensions you need without a designer. I was super excited about it and would have been a total word of mouth fan...until it came time to check out. I was trying to order $500 worth of boxes, and they wouldn't let me combine my two designs into a single cart order, so they wanted to charge double shipping. I went to call them to get help, and they don't have a phone number. Their live chat wasn't live at 9a CST, so I emailed them and they didn't get back to me until 5 hours later. When they did respond, they admitted their cart functionality wasn't fully developed, hoped it was something they could fix in the future, and apologized for the inconvenience, but refused to refund/discount some of the shipping costs.
In the Amazon-era, our expectations for customer service, shipping costs, and response time are higher than ever, and it doesn't matter how sleek your website is, if you don't invest in the fundamentals, take care of your customers, and help solve problems they run into with you, then you aren't a company that's going to last in the long run. Hopefully, they can turn this around or someone can do it better than them because there's a need for the service. "
"I ordered their minimum of 10 boxes for my online business, and they arrived about a week later. The quality is fantastic! I'll definitely order again."