Should BoxHop Deals Be Banned until Further Notice?

[Deactivated] on 05/02/2015 - 22:11
Last edited 05/02/2015 - 22:13 by 1 other user

It appears there are significant issues with the service (or lacking thereof) from the company, Boxhop.

Comments made recently in the last thread created by the companies representative upon this site, have gone unanswered.

The same appears to be the case for those with issues who try to contact them via email.

Issues include (yet are not limited to)

  • overcharging and inflated services costs (only filling boxes partially and charging by volume)
  • items never acknowledged delivered to them, despite major companies providing proof otherwise
  • items not being delivered to the end user when they admit to have received them

There have been horror stories from multiple people, discussed upon multiple sites, as to which a web search will divulge.

I have not dealt with this company, yet feel that this is a topic deserving a consolidated discussion and at the same time affording a centralised point for their representative to reply to.

Mod:

Please share your experiences with Boxhop, whether good or bad.

General Discussion

Related Stores

BoxHop
BoxHop

Comments

  • Moderatorneil on 05/02/2015 - 22:15

    I've taken out the poll as that's not really necessary. The point of the thread should be to share your experiences about Boxhop and to work on a resolution with the company. If no resolution is met then we can proceed further.

    OP + others, Please share your personal story.

    • Store RepBoxHop @ BoxHop on 07/02/2015 - 09:25
      -2

      Hi everyone,

      Thank you very much for expressing your concerns with the BoxHop service. To those of you who have had negative experiences with BoxHop, we are very sorry and we want to make it right. Please send us a private message via OzBargain or email [email protected] with OzBargain in the subject line so that we can research your case and make any necessary amends. Please include your Suite Number and the Case Number, if you have one.

      Your feedback is essential in helping us to improve our service. We want you to know we have recently made significant investments to expand our Customer Care team and make our warehouse operations more efficient so that we may better serve you as our business continues to grow.

      We have been thrilled to partner with OzBargain since last August and can now count thousands of OzBargain members as customers. Our chief goal is to ensure you have a happy experience with BoxHop every time you use us for your parcel forwarding needs.

      Once again, we welcome your feedback and appreciate the opportunity to become your preferred parcel forwarding company.

      Thank you,
      The BoxHop Team

      • Daniel Plainview on 07/02/2015 - 10:56
        +1

        I'm sorry but ACTIONS speak louder than words and this reeks to me of a whole bunch of generic, fluffy excuses which you're attempting to use to hastily plaster over whats IMHO a business thats at best completely and utterly incompetent!

        The ultimate inditement of your completely duplicitious actions is that dozens of paying Boxhop customers report of requesting help and going weeks without anything more than an auto-generated reply and then NOTHING BUT SILENCE! I've had this happen myself.

        And yet MIRACULOUSLY we start stirring up the locals to have your new customer base cut off by calling a spade a spade and having you banned from listing here at OzB and OVER-FREAKING-NIGHT you appear and post a half dozen replies and many more messages to people!!!!!!!!!!!!!

        • Store RepBoxHop @ BoxHop on 08/02/2015 - 03:50

          Hi Nikko,

          We are still waiting for you to contact us directly with your BoxHop suite number so that we can work towards a happy resolution.

          Kind Regards,

          The BoxHop Team

  • marquise on 05/02/2015 - 22:44
    +8

    Shipped a small item using Globegistics, no sign of it one month later. Parcel was eventually returned back to BoxHop. I got it resent using DHL (BoxHop gave me a shipping credit luckily). DHL delivered very fast.
    When I finally received my parcel 1.5 months later (from original shipping date), I checked the original shipping labels on the box to check what went wrong.

    Idiots left off the street address on the original shipment, hence it was returned.

    • Store RepBoxHop @ BoxHop on 07/02/2015 - 09:39
      -1

      Hi Marquise,
      Thank you for the feedback. Regarding your situation, there were a handful of parcels affected by a Globegistics’ technical error which caused the parcels to be inadvertently returned to the BoxHop warehouse. We are very sorry that your parcel was among those affected, but are very happy to hear that you received your goods. If you would like to discuss this matter in greater detail or would like to discuss anything else, please do not hesitate to PM me directly, I will be more than happy to assist you however I can.
      Kind Regards,
      The BoxHop Team

  • mranwa on 06/02/2015 - 10:43
    +2

    Item shipped with Globegistics on 12 Dec 2014. I followed the tracking daily. 23 Dec 2014 it showed Cleared Custom Australia. Have not received the package till today. Multiple emails to Boxhop, always getting the same reply, "we are still investigating" More often than not, never get a response. Also emailed and even call up Globegistic. The last communication they told me the package is lost and to claim lost from Boxhop.
    Another round of multiple emails asking for the claim form, no reply. They can't even provide me with the consignment number so that I can try to trace it with AusPost. The tracking number on Boxhop and Globegistic was not recognised / no info found at AusPost.

    I noticed the BoxHop rep has not login to ozbargain since he/she last posted on the special premium membership deal.

    • Store RepBoxHop @ BoxHop on 07/02/2015 - 09:51
      -3

      Hi Mranwa,

      Thank you for the feedback. Regarding your situation, the estimated delivery window for all Globegistics shipments is 5 - 15 business days, not including any potential delays at customs. Please understand that BoxHop has no control over the speed at which Australian customs is able to clear your shipments.

      In your case, it sounds as though both BoxHop and Globegistics met our stated delivery estimates, and that the delay you experienced pivoted entirely around the customs clearance process.
      Please PM me directly with your BoxHop suite number if I can provide you with any additional information or assistance.
      Kind Regards,
      The BoxHop Team

      • Daniel Plainview on 07/02/2015 - 10:43

        Boxhop,

        I'll give you credit that it sounds like you ACTUALLY posted Mranwa's item, which puts him ahead of myself - but I digress…I believe what Mranwa is asking for and by any definition is ENTITLED TO is a proper tracking number to allow him and the Ausralian Postal service to find his item.

        To be fair based on the scant info above Globegistics has gotten it to Australia - now Australian Custom's is one of the most efficient ones in the world, so you cannot pin the blame on them - thats BS unless it contained banned/prohibited items - but even then (and I say this from personal experience) Mranwa would well and truly have been contacted by the Australian Customs Services to let him know they'd seized his parcel. I mean thats a month and a half ago!!!

        So he needs Boxhop (as ultimately you're the one who was paid/contracted to provide the services) to give him a proper tracking number - so what is that? Well here is a quote from Australia Post themselves:

        To enable me to track your parcel, I will need 13 digit customs number consisting of 2 letters 9 numbers and 2 letters located below the barcode on your customs declaration form

        Your paying customers should NOT have to contact Globegistics to get this info - you should be providing this as you sub-contracted Globegistics and are therefore 100% accountable for their actions etc.

        And again Mranwa is stating that emails/requests for help have NOT been replied to - thats JUST NOT GOOD ENOUGH!

        • Store RepBoxHop @ BoxHop on 08/02/2015 - 03:51

          Hi Nikko,

          We are still waiting for you to contact us directly with your BoxHop suite number so that we can work towards a happy resolution.

          Kind Regards,

          The BoxHop Team

        • Daniel Plainview on 08/02/2015 - 07:50

          @BoxHop: You don't read very well do you? Well with all due respect that perhaps starts to explain a thing or two.

          I clearly stated the actual tracking number in one of my other posts here - and also stated that thought some massive coincidence you'd just happened to have found my item, which presumably was just taking 3 weeks hiatus at some parcel holiday location before making its whereabouts again known to you so you could actually send it to me as paid for.

          Though as stated before Boxhop has fooled me once in saying a parcel was onroute to me - so call me sceptical but I'll reserve my relief until it's literally in my hands and opened.

          The last part being something I'm going to literally do on camera as I'm not convinced everything is going to be in the box e.g someone from Boxhop took something out!

        • Daniel Plainview on 08/02/2015 - 07:55

          @BoxHop: Refer to my answer posted a few minutes ago and perhaps pay more attention to detail as I'd imagine thats kinda important in your industry.

      • mranwa on 08/02/2015 - 09:22

        I do not know how you can say you met your delivery estimates when it is now 8 Feb ie 42 business days by my calculation. I have lined up at the Australia Post 3 times, called their help line a few times, there is simply no record of the package (using boxhop and globegistic tracking number). The item is a jacket and no reason for Australian custom not to clear it.
        My request for a consignment number from boxhop has not been replied. Neither has my request for a lost package claim form. I pm you on the 22 Jan without a reply.
        I have lost count the number of emails to boxhop and globegistic.
        I have now pm you again and shall see what happens.

        • Daniel Plainview on 08/02/2015 - 09:57

          This type of thing is YET ANOTHER example of Boxhop's commitment……or rather COMPLETE LACK THEREOF to customer service.

          mranwa is a complete stranger to me - and yet with a single email request to me he received a copy of Boxhop's parcel protection insurance claim form and yet his repeated requests to the organisation he TRUSTED AND PAID to take duty of care of his possessions has IGNORED him.

          Thats just absolute rubbish service and there's no way to put it other than that. Behind their 'kind regards', 'thank you for your feedback'and kind reminder' platitudes there's a vacuum of any ACTUAL CUSTOMER SERVICE - Boxhop cannot be trusted.

  • Daniel Plainview on 06/02/2015 - 11:07
    +1

    Thank you to OzB for popping this discussion thread up. I'm extremely unhappy with Boxhop. In my interraction with them I feel that at BEST they're completely negligent/incompetent with their services - at worst there's possible criminal activity/serial theft occurring.

    I do not say this lightly but the number of 'lost items', false tracking numbers provided, unexplainable situations where other reputable carriers have proof Boxhop has either received or NOT forwarded items which is disputed by Boxhop is alarming - particularly as they're NOT one of the larger USA shopping freight forwarders.

    All this COMPOUNDED by the fact that Boxhop do NOT reply meaningfully to customers whose items have been lost/misplaced/delayed/stolen. You receive a generic copy+paste reply and then nothing further.

    They've gone out of their way on their website to not list any phone numbers and so only allow emails - such has been the frustration of many users that they've felt forced to contact Borderfree (Boxhop's owners) but evidently those requests have also gone UNANSWERED!

    The really alarming thng to me is that this is an organisation that has OzB members in it's crosshairs, they have a rep, Boxhop who is a member here and have put up multiple deals for OzB members including several they stated were OzB exclusive's - they also have a referral link page on OzB and so are really wanting to be part of the OzB community - BUT I FEEL THEIR ACTIONS DO NOT MERIT THIS AND ON THE CONTRARY THEY SHOULD BE BANNED UNTIL THEIR CONDUCT BEFITS THE PRIVILEGE OF BEING A TRUSTED OzB VENDOR.

    Now here are the bareface facts on my very unsatisfactory experience with Boxhop:
    - AUG14: Signed up as Boxhop member due to their 'OzB exclusive' membership deal/offer. I'd used other shipping forwarders before but thought I'd give Boxhop a go.

    -DEC14: Purchased first items for ~$USD80 through USA vendor, had it sent to my Boxhop suite. Was USPS tracked so I knew exactly when it arrived with Boxhop, which they confirmed 10JAN15. So far I'm finding Boxhop quite good….however it's all downhill from here.

    -JAN14: For reasons only known to themselves Boxhop refused to onforward my items until I manually entered the value for one of them (as their were multiple items) into their website. This was somewhat odd as the vendor had included a fully itemised invoice with EVERY items value. Clearly an admin/incompetence error by Boxhop but that happens so I did this.

    They then agin for reasons only known to themselves erroneously stated that the items in my order were PROHIBITED/ILLEGAL for shipment. This was AGAIN completely incorrect - as my items were bars of soap and I'd thoroughly researched this PRIOR to my purchase and confirmed with multiple sources that this was 100% fine to post from the USA. In a panic I emailed Boxhop asking them why they'd designated this way. I received NO REPLY or EXPLAINATION but they removed the prohibited tag on the items within 48hrs.

    14JAN15: So now I was advised by Boxhop that this parcel was able to be forwarded/sent to me - so I immediately proceeded with this. The Boxhop system provided very inaccurate quotations on the actual cost of the freight - as I was quoted ~$USD50 for DHL delivery or $USD37 via their slower Air Mail provider/consolidator (Globegistics). I chose the latter and proceeded to authorise payment as I had $USD30 credit on my account and didn't want to go too far over this if possible etc - so my parcel was on it's way (so fool I thought!).

    Then the next day actual charge was revealed to me by the Boxhop system and it was only $USD23 - normally this would be a good thing but I was disappointed Boxhop's quote was so inaccurate, if the DHL one had been this much lower as well I'd have happily have gone with it - but ths isn't a big deal.

    Anyway as my item was now 'posted' I was provided by Boxhop with a tracking number for my item,"BOXHOPNYxxxxxxx". But thats where as they say the trail goes cold! Boxhop and their freight sender, Globegistics' tracking systems both showed my item as "enroute to regional
    processing facility as of 1/14/15".

    Sounds positive right? Well that single tracking entry has NEVER been added to - or changed.

    After several weeks of waiting I contacted Boxhop, Globegistics and Austpost regarding my item. Globegistics replied within 24hrs saying that the 'enroute to regional processing facility' is auto-generated in their system when a shipping label is generated by one of their partners, in this case Boxhop.

    HOWEVER, THEY NEVER RECEIVED THIS ITEM FROM BOXHOP. And as such they said they could provide no further info and suggested I speak with Boxhop.

    AustPost were next to reply and they advised that they had no info in their system as the "BOXHOPNYxxxxxxx" tracking number IS NOT A REAL TRACKING NUMBER that can be used in their systems, so they referred me back to Boxhop.

    Boxhop were THE LAST TO REPLY - and I got an auto-generated email saying they were opening an investigation with Globegistics. That was over a week ago and I've heard NOTHING SINCE - despite having advised them 4 business days ago that Globegistics said they never received the item!

    So to be honest I'm quite irrate - as I am understanding and forgiving of incompetence and mistakes - these happen, they're frustrating but a reality one encounters in life. HOWEVER I can see no other option here other than Boxhop having ZERO COMMITMENT to it's customer's as it's silence to requests for help ARE DEAFENING!!!!!

    Evidently the 'lost mail' percentage for USPS due to error by their staff is well under 1% - therefore unless Boxhop is handling a massive number of silent happy customers they seem MASSIVELY DISPROPORTIONATELY REPRESENTED BY HORROR STORIES of lost/undelivered mail and the most alarming thing is that this seems to be mainly AUSTRALIANS who are being targetted - e.g do a search by Boxhop over at Whirlpool forums and see the horror stories there.

    I'll be happy to eat humble pie if Boxhop will front up and explain their actions and start acting vaguely as if they care that their customers have lost their items…..but until then if it looks and sounds like a duck, it's probably a duck and in my opinion Boxhop are an incompetent orgsanisation who often defraud their customers of their items and funds.

    I've lost $USD80 in items and a further $USD25 in postal costs plus hours of chasing it up - DO NOT LET THIS HAPPEN TO YOU.

    PS. I've just MESSAGED Boxhop's Official rep on this site, Boxhop - and asked/dared/challenged them to respond with SPECIFICS to my and other's concerns - lets see if they do!

    • Store RepBoxHop @ BoxHop on 07/02/2015 - 09:53
      -1

      Dear Nikko,

      As a kind reminder, due to the length of your post I have PMed you directly. I am eagerly awaiting your reply so that I can help to resolve this matter entirely.

      Best wishes,

      The BoxHop Team

    • Store RepBoxHop @ BoxHop on 10/02/2015 - 04:58
      -3

      Dear Nikko,
      Thank you very much for providing the tracking number for your parcel which shipped via Globegistics.

      Again, we sincerely apologize that you were not pleased with your first BoxHop experience.
      Please see below for a detailed reply below to your inquiries.

      This was your first order with BoxHop, which you placed on January 13, 2015 at 2:24 pm ET. The declared value of the items contained in your shipping order was less than $60 USD, or $76.78 AUD.

      In regards to your complaints about being required to enter the declared values for your items, International export regulations require that all items shipped internationally have declared values. We rely on our customers to review the declared values of their items personally, so that our customers can rest assured that any local customs or duties will be assessed accurately.

      In regards to your complaints about the inspection and review of your items, please note that we also inspect and review every single item which we ship in order to ensure that we comply with all international import and export regulations. While your products were eventually cleared to ship, they required additional review as they fell under the cosmetics category. Surprisingly, some cosmetic product which seem ostensibly inert, occasionally contain substances which are considered hazardous materials by the IATA and other international regulatory authorities. Luckily, this was not the case with your items, however as mentioned before, we are very through in our review process. We apologize if this review process took longer than you had expected.

      Your shipping order shipped from our facility the same day your order was placed, at 4:32 pm ET. Please note that you selected our deferred carrier option, which estimates a delivery window of 5 – 15 business days. Please note that during checkout, you also had the option to ship your parcel via our express carrier DHL Express, which estimates a delivery time frame of 2 – 4 business days, you did not select this option.

      Please note that per our terms and conditions https://www.boxhop.com/termsandconditions, which you agreed when signing up for your BoxHop account, “Our carriers will make commercially reasonably efforts to deliver the packages according to their usual schedules. We do not guarantee any specific delivery times and we are not liable for any delays in shipping.” Of course, the majority of parcels shipped via BoxHop do fall within these estimated time frames, however, occasionally unforeseen events can delay the shipping times of our parcels, which is why we have included the aforementioned disclaimer in our terms and conditions.

      We sincerely apologize that your parcel has not arrived within the estimated time-frame, however we are very pleased to report that your parcel is currently in route to delivery, which can be confirmed by entering your tracking number on the following Globegistics parcel tracking page http://dm.mytracking.net/globegistics/dmportalv2/externaltracking.aspx.

      Going forward, we would advise that you consider choosing an express carrier when using BoxHop or other parcel forwarding services if the contents of your shipments are time sensitive.

      Thank you for your understanding and patience.

      Kind Regards,

      The BoxHop Team

      • Daniel Plainview on 10/02/2015 - 11:17

        Boxhop, you're a buck passing bunch of BS artists - your whole reply was just fluff that meant ABSOLUTELY NOTHING and didn't address specific concerns raised.

        None of that has anything to do with the fact that you 'lost' my item of 3 freaking weeks and had no idea where it was - so saying you had the option of DHL instead as someone rationalising this simply shows how unprofessional and poor your service is.

        There's very little left to say, ACTIONS speak louder than words and I think everyone here at OzB can plainly see what they'll get dealing with Boxhop. A very poor experience and a vendor that will do anything but take responsibility for their shoddy actions.

        • neil on 10/02/2015 - 11:41

          Both you and Boxhop have lengthy stories. For the layperson reading this, it's a bit difficult to follow. Let me know if I've summed the important issues?

          Shipping your item:

          • Jan 13, you get Boxhop to forward your item.
          • Boxhop's shipping time is 5-15 business days. 15 days being Feb 3. Today is now 20 business days without receiving item.

          Order Process:

          • Having to manually add the value of the item in.
          • Quoted a price for shipping. Actual shipping price is lower.

          Other complaints:

          • Slow response from Boxhop's customer service to respond.
        • Daniel Plainview on 10/02/2015 - 17:20

          @neil: Neil, thanks for your msg.

          Boxhop's shipping time is 5-15 business days, but the thing is they claim they sent my item on 13JAN but they'd actually somehow lost/misplaced/? the item so it didn't actually get given to their freight forwarder till 05FEB!

          So their quoted 5-15 business days is for the total freight process e.g them to me. Instead they exceeded that just getting it to their forwarder.

          Neither of them seem to have known where it was for that whole period and NO EXPLAINATION has been forthcoming despite repeated specific requests for clarification/explaination.

          I firmly believe if I hadn't kicked up such a fuss they'd not have found it - as after I did this they found it within 24hrs. Coincidence?

          Order process
          - the manually having to enter items was just sloppy by them. They advised me that one item didn't have a declared value and they couldn't onsend until I manually entered it - but they just hadn't checked the fully itemised invoice properly as the full info was all there.

          This isn't an issue I'm overly concerned about but is merely indicative of Boxhop's very poor attention to detail/s. Stuff up thngs like that it's no wonder you 'misplace' parcels for several weeks.

          Quoted price? Lower doesn't sound like an issue right? As stated normally I'd agree but its just not accurate as to the true shipping costs - had I KNOW it'd have been so much less I'd have selected DHL (which I assume would have been too) - so 30% difference in actual costs just doesn't allow you to figure out the best postal option!

          Slow - no response to requests for help and if you DO GET ANY RESPONSE it will be cut & pasted generic 'We apologise, are investigating…yada yada BS' - nothing specific to what you've said.

          Their overall service is just abysmal and it's not like I'm the only person who's saying this - there's a dozen or so other OzB as many have sent messages to me or complained in other threads - and also over at Whirlpool. And all this from a very small player in the USA onforwarding market!

          I'd be immensely disappointed if OzB chose to keep such close ties with Boxhop - as there's plenty of superior options out there but with the amount of negative PR out there about them I cannot see an OzB member using their services as it's just too much of a risk!

  • Daniel Plainview on 06/02/2015 - 11:18
    +1

    FWIW this was sent to Boxhop, Boxhop's official rep on OzB: https://www.ozbargain.com.au/user/131568

    "Boxhop,

    I've just had a ~$100 order 'go missing' with no replies from you and am disgusted at your silence back to my requests for assistance.

    OzB is sick of it as well - why don't you come over and SPECIFICALLY EXPLAIN why so many orders are going missing and why requests for help get nothing but meaningless auto-generated replies and nothing more!
    https://www.ozbargain.com.au/node/181877#comment-2552868

    People TRUSTED YOU and PAID YOU to simply mail their items, so now that you have their payment AND ITEMS why can't you take a few minutes of your precious time and let them know whats occurring with their requests for assistance etc.

    I look forward to your prompt reply and nothing less than a full and frank clarification of the issues we've raised.

    Regards,

    Nikko"

    • Store RepBoxHop @ BoxHop on 07/02/2015 - 09:54
      -2

      Dear Nikko,

      As a kind reminder, due to the length of your initial post I have PMed you directly. I am eagerly awaiting your reply so that I can help to resolve this matter entirely.

      Best wishes,

      The BoxHop Team

      • Daniel Plainview on 07/02/2015 - 10:30

        Dear Boxhop,

        'As a kind reminder' paying customers prefer it if you don't loose/misplace/??? their 3rd party purchases
        ……and 'as a kind reminder' they would like it if requests for assistance were replied to within a reasonable time period with MEANINGFUL and SPECIFIC information pertaining to their items/case.

        I don't know whether it's more miraculous or alarming but overnight you've now advised me that my item/parcel that you'd claimed to have forwarded to Globegistics on 13JAN15 is ACTUALLY now ON THE WAY!

        Now whilst my intial reaction was positive - I was left thinking:

        a) Where has my parcel been for the past 3 weeks?
        b) Why were your systems/processes not better to ensure this didn't happen?
        c) But mainly is this JUST A COINCIDENCE (that I cause a huge PITA for you and you 'find' my item) or is this what it takes for Boxhop to show a proper duty of care to their paying customer's possessions??? And only as they say 'the squeaky wheel gets the oil'!!!

        So as they say I'm ALL EARS for your explaination/justification but I warn you in advance don't try and BS me and OzB members - because I/we won't just swallow some generic/blowoff crap. FWIW my order/tracking is #BOXHOPNY1400004498.

        Too many people (and alarming for us they generally appear to be Australians) are reporting lost/misplaced packages, having multiple replies for assistance go unreplied to, having parcel protection claims/lodgements go unreplied to, having issues with the billing/packaging of their items etc.

        The common thread throughout all of this is that the paying customers are feeling Boxhop JUST DOESN'T CARE or won't reply to communications.

        So as I said I'd really like a full and frank disclosure by Boxhop of why they seem disproportionately beset by horror/negative customer experiences.

        So?

        • Store RepBoxHop @ BoxHop on 08/02/2015 - 03:58

          Hi Nikko,

          We are pleased to report that we have identified your BoxHop account and are investigating the cause of the delay you have experienced.

          Please note that our shipping department is not open on the weekend, though we will follow up with you here on OzBargain as soon as possible.

          Kind Regards,

          The BoxHop Team

  • MrBillions on 06/02/2015 - 19:11
    +2

    Parcel arrived at BoxHop within 2 days.
    Boxhop process took more than 10 days of 'research' uploading invoices and more 'research'.
    The actual shipping charge was 16% higher than their estimate.

    They blocked my battery as restricted item (I should have known better) and I had to abandon that item but shipped the rest.

    Cost was not a bargain despite the ozb promo. More like what shipito charges as standard.

    I selected for them to use bubble wrap, which they did not. All they managed is to put their sticker on the original sender's box and remove the sender's air pillows which protected the product prior to them messing around with my package.

    At least I got my parcel. Others didn't seem to be so lucky.

    Never again.

    They should not be allowed to post deals here.

  • Store RepBoxHop @ BoxHop on 07/02/2015 - 10:08
    -2

    Dear DRD,
    Thank you for the feedback, we apologize for any inconvenience.
    Please understand that we review and thoroughly inspect every item which we receive to ensure that it complies with all global export and local import regulations and prohibitions. We apologize that this process took as long as it did.
    Please PM me directly if I can provide you with any additional information or assistance.

    Kind Regards,

    The BoxHop Team

  • Creamsoda on 07/02/2015 - 19:59
    +1

    They lost my tablet early Dec last year. I've been emailing them back and forth for over 2 and half month now. the last email i received few days ago offered me reimbursement for the loss of the tablet. Lets see how it pans out.

    this is what i posted in another forum asking for help:

    Just like to know what my options are with this. i got a tablet sent to Boxhop early dec with proof of delivery been provided by Fedex with signature. I waited till mid dec and it still haven't appeared in my suite. So i filed a missing parcel report. waited for 2weeks and no reply so i shoot off another email waited for a week comes the "investigation will be taken place" reply from Boxhop.

    Now its been nearly 3 weeks the investigation has finally come to a end with them saying they couldn't find it in their warehouse thus they didn't receive the parcel! telling me to contact merchant!? therefore denying them of any responsibility with a proof of delivery signed for. what are my options with this? no sane merchant is going to give a damn when proof of delivery was signed and its been over 1 month since they deliver it.

    this is the email reply i received:

    We have completed the physical search for your parcel and have been unable to locate it.

    When parcels are delivered to the BoxHop facility most carriers like FedEx will deliver entire pallets of parcels. Deliveries such as this are signed for with a single signature covering all parcels that are supposed to be on the pallet. Occasionally the carrier will have misplaced a parcel prior to delivery, meaning that is shows as delivered and signed for, but it was not actually received at our facility.

    We recommend contacting the merchant and informing them that you did not receive your parcel.

    Again, we deeply apologize for this inconvenience and appreciate your patience as we performed our investigation.

    Sincerely,
    The BoxHop Team

    going by that email Boxhop don't double check what was delivered on the "pallets" of goods they just sign for it even if half the content was missing? i'm seriously hoping this isn't a bad joke.

    this is the crap i got after a week of waiting for a reply, it took another email to get a reply.

    Hello,
    Parcels are scanned in individually during processing into a customers suite. That is when you will receive an email advising that your parcel has been received. If you have not received that email chances are that the physical package was not delivered to our warehouse.

    We recommend reaching out to the merchant to advise that this parcel was not physically received at our warehouse and ask if they are able to ship a replacement item.

    We apologize if our investigation seemed long but we must cover our entire warehouse to make sure that the parcel was not accidentally mis-placed. In this case our search did not turn up anything.

    We apologize for any inconvenience.

    Thank you,
    The BoxHop Team

    BoxHop sign for packages that was "spiritually" delivered to them it seems. i hope people who are considering signing up with this horrendous business avoid them at all cost. They will sign for your package even if its not "physically delivered". then tells you to deal with it when its lost. what a bloody disgrace.

    i will update this if the reimbursement follows through.

    cheers
    Creamsoda

  • exc3113nce on 08/02/2015 - 08:01
    +4

    If they do not get banned - it would be nice to see deals have an extra TAG/ Column for warnings given to companies with a link to issues, where the issues are severe.

    I would DEFINITELY like to read this before purchasing from them.

    Sort of like a 3 Warnings you're out - plus gives the users at OzBargain a way of knowing that the company doesn't exactly deal too well.

  • mranwa on 09/02/2015 - 18:58

    Boxhop finally emailed me the claim form last night. I have submitted it with my item invoice. We shall see how long it will take or whether I would even get back the value of my item.

  • Daniel Plainview on 11/02/2015 - 09:15
    -1

    FWIW I received an email reply from Boxhop regarding my concerns with their services.

    In short they essentially dumped the entire blame for the delay onto Globegistics, I quote the following from their email:

    With regards to the reason for the delay, unfortunately we were not able to determine yet the exact reason as to why Globegistics has not shipped your order sooner.

    They also continue to lump all blame on Globegistics when they say in regards to whether the item was 'lost':

    We wish to clarify that at no point was your order SO-0000009664 lost. Carriers like Globegistics do not update their tracking information online on a daily basis

    MY THOUGHTS: Well this seems EXACTLY what Boxhop have done to many other people (particularly over at WP forums) - pass the buck onto THEIR OWN CHOSEN SUBCONTRACTOR. The fact that by any normal definition they're ultimately responsible and accountable can be damned, like a child caught misbehaving they use the old,"It's not me, it was him!" excuse. So even IF true this is completely unacceptable.

    Complicating the veracity of their claims is the fact that Globegistics replied to me on 03FEB (and unlike Boxhop Globegistics replied within 48hrs of my contact with an actual specific, human written response - not an auto-generated fluff excuse) and stated that they could see in their system that Boxhop had generated a 'label'(shipping request) in their system but Globegistics had never actually received the item!

    So clearly someone is lying. I've asked Boxhop to clarify exactly what date the item left their care and was given to Globegistics.

    Call me simple but my definition of lost is when something can't be located - and it seems Boxhop feel they didn't have it and Globegistics definitely say they didn't have it…so the item was where? Oh but it wasn't lost. ;-)

    This is part of my reply to Boxhop and it again sums up what I think of their 'reply' and what EVEN IF THEY ARE TO BE BELIEVED to be buck passing and organisational incompetence (as they're accountable for the use of Globegistics - AGAIN assuming they are to blame which IMHO is a BIG ASSUMPTION!):

    The absolute bottomline from all this is that Globegistics are YOUR
    CHOSEN SUBCONTRATOR - and therefore you are 100% responsible for their
    services, so passing the buck off and blaming them (when it's clear
    they're equally adament the issue is with you) is unacceptable.

    As I've said before the most alarming thing is that there doesn't seem
    to be a actual/meaningful sense of urgency or ownership by Boxhop over the apparently
    frequent issues that occur - accidents etc happen but its HOW you deal
    with them that shows what kind of organisation you are - and in my
    opinion Boxhop isn't that fussed about it

    • Moderatorneil on 11/02/2015 - 10:25

      Don't take this offensively but it's quite difficult to read through your comments as you are lacing them with a lot of drama. That's great for many situations but difficult when people are trying to piece together facts. Just stick to the facts.

      So you have not received your item?

      The item is now at Globegistics and they have shipped or not?

      • exc3113nce on 11/02/2015 - 10:27

        Agreed. Just stick to exact dates and facts.

      • Daniel Plainview on 11/02/2015 - 14:03

        Neil, understood however and with the same 'don't take this offensively' caveat as this is a discussion forum sentiments/emotions etc are quite normal - so unlike a court of law I'm surprised it's an issue as I've never heard it flagged in another OzB thread.

        That said I repectfully disagree with 'drama' possibly confusing the thread - as the 'facts' of anything pertaining to myself hasn't changed from the start to the thread to now, with the exception that after 3 weeks 'lost' my item suddenly was located and commenced being forwarded.

        I think this whole matter is simply a confusing one - as you have a vendor who says one thing and does another.

        So to chastise me to 'stick to the facts' and allow the respondant to repeatedly use platitudes and comments that are contradictory to their documented and proven actions - as stated by multiple independant, unrelated OzB members is surprising and somewhat unfair.

        I'm sorry that the thread is confusing - however the ultimate party that could have prevented all this is Boxhop who could have done what they were PAID to do - and also actually RESPONDED (meaningfully, punctually & specifically) to their clients when asked. They didn't, hence we're here trying to stop it happening to others. :-)

        • Moderatorneil on 11/02/2015 - 14:23

          It wasn't meant as in insult and I understand your frustration with Boxhop. Discussions are fine and you are free to comment in any style you like. However we are trying to play mediator for these issues and it gets quite difficult with the very long comments for both myself and others in this thread.

          Back to your case,

          Have you received your item?

          If not, does Globegistics have it and have they shipped it?

        • Daniel Plainview on 11/02/2015 - 14:29

          @neil: Neil, understood and appreciate your reply and interest in this thread. To be fair I never said or implied it was said by you as an 'insult' and never thought this even vaguely the case. I simply and IMHO reasonably believe it's odd to quite directly ask one single party in one single thread to 'stick to the facts' especially when the respondant party, Boxhop is repeatedly not doing this. But anyway…

          No I do not have my item - if/when it arrives I will post regarding this and if it's all there/condition etc.

          Globegistics system says they have an item and it's onroute. :-)

  • Moderatorneil on 11/02/2015 - 11:31

    So for clarity, here are the unresolved issues on this thread and previous deals:

    Negative customer complaint (resolved or don't need resolving):

    • marquise ordered item, a Globegistics resulted in faulty addressing, item received after 1.5 months

    • drb ordered item, actual cost higher than estimate, poor wrapping

    • baxter, wouldn't send battery via DHL despite allowance to, slow response to emails, improper packaging

    • Geek Girl, Actual shipping cost higher than quoted cost,

    • Stevenc96, Poor packaging resulting in higher postage + risk of damage to item

    • hollykryten, Poor packaging resulting in higher postage.

    • sweetdkny, Express posting slow

    Let me know if this is all correct or I missed something.

    • Store RepBoxHop @ BoxHop on 12/02/2015 - 08:00

      Hi Neil,

      Thank you very much for your moderation here. We really appreciate it.

      Mranwa states in their post on 06/02/2015 at 09:43 that they have received their parcel. We are truly sorry for the delay which affected Mranwa. As such, we have credited Mranwa for 100% of their shipping costs.

      We are actively working to investigate and resolve the remainder of issues you have listed above.

      Best wishes,

      The BoxHop team

  • visions on 11/02/2015 - 22:13
    +1

    Well my story can be found in the link above in Neil's post but the latest update is Boxhop finally responded to me via email yesterday and said:
    "Thank you for your patience.
    We profusely apologize for the delay as the investigation with Globegistics regarding your order SO-xxxxx is still ongoing.
    Please accept our sincere apologies regarding this delay.
    Thank you for your understanding"

    So tonight I rang Borderfree's international customer service no and was put through to a Boxhop rep.
    They told me that their refund policy is that it can take up to 21 days for a claim to be processed.
    Me: what? The original email I got said "it may take up to 7 days to process your claim"
    Rep: "that was our old policy. We now have a new policy"
    Me: "When did the policy change??"
    Rep: "Oh it changed this week". (!!!!!!!!!!)

    I then gave the rep an ultimatum of "find my parcel today or process my refund today. One or the other MUST happen" so the rep said they would escalate the case to their office in New York.
    A short while after this phone conversation, I received the following email:

    "Following up on our phone conversation today, we have escalated this matter to our New York team to urge them to process your claim today.
    Please accept our apologies for this delay, we are working very hard on resolving this matter.
    Thank you for your understanding"

    So we will see what happens in the next 24hrs.

    I'm still holding out faint hope that my parcel will be found as there were items in it that I won't see at that price again for probably quite a while, especially since the sales are over and the exchange rate is tanking.
    I should've stayed with MyUS. They had their problems too but nothing even close to the trouble Boxhop has given me.

  • mranwa on 12/02/2015 - 07:54

    Just received two emails in successions and pm here on ozbargain at the same time.

    The first email:
    "Thank you for the information.
    To clarify, on your claim you stated that you have received this parcel - please confirm that you have received this parcel.

    Kind Regards,

    The BoxHop"

    The second email and pm:
    "Upon further review, we believe that your order has been delivered and thus will not be able to continue processing your claim as Parcel Protection does not cover late packages.
    However, we would like to assure you that we are very sorry for the delay, and have added $25.00 of service credit to your BoxHop account as recompense.
    Please let us know if we can provide you with any additional assistance.

    Kind Regards,

    The BoxHop Team"

    I have replied immediately both to the email and pm that I have NOT yet received the package and there has been no information forthcoming on where the package is.
    I felt that instead of focusing on finding the package, boxhop is just trying to get out of their responsibility.

    • Store RepBoxHop @ BoxHop on 12/02/2015 - 08:40

      Dear Mranwa,

      We sincerely apologize for the confusion. On the claim form you submitted, you stated that you "did not receive the package till today" which indicated to us that you received the package on 2/8/2015.
      Please understand that this misunderstanding is the reason for the delay in processing your claim.
      We will process your claim shortly.

      Kind Regards,

      The BoxHop Team

      • mranwa on 12/02/2015 - 08:42

        Thank you for your quick response. I look forward to resolution of this issue soon.

      • mranwa on 12/02/2015 - 12:59

        Just received an email and pm that they have proceeded to issue a reimbursement of my item value. It will take 7-10 business day. I will report back once I received the reimbursement.

  • visions on 12/02/2015 - 09:30

    I received another email today stating:

    We apologize for the inconvenience. We are currently working to resolve your claim.

    Unfortunately, we are not sure what occurred between your parcel being picked up in Illinois and delivered to Globegistics in New York. It could be that this order was misplaced in the midst of the package volume increasing due to peak holiday season approaching. A number of factors could have played a role. We wish that we had the answer of what directly affected the status of your parcel.

    We are not showing that your parcel was returned by Globegistics to our warehouse for any reason. However, we will rectify this issue by refunding the merchandise value and BoxHop shipping fees. We apologize if it is taking longer to refund your claim, we want to make sure that this issue was thoroughly investigated at our warehouse and with the carrier.

    Please allow 7-10 business days for your refund to be applied to the payment method on file

    So once again they are trying to pass some of the blame on to Globegistics. The kicker is that I must now please allow 7-10 more business days for my refund to come through. I submitted my claim form on Jan 13!!

    Anyway I have replied to Boxhop threatening legal proceedings if a refund is not processed or my parcel is not shipped within the next 24hrs. On the basis of all the evidence in my case (and others), I can only assume for the time being that Boxhop is engaging in fraudulent activities.

    • SirFlibbled on 12/02/2015 - 09:49

      So you're going to hire a lawyer in the USA to sue them?

    • visions on 12/02/2015 - 13:07

      Boxhop sent me a further email to clarify the above:

      To clarify the 7-10 business days to process your refund is due to banks processing time. We will refund your payment on our end but what we are advising is that it may take 7-10 business days for the refund to appear on your credit card statement. Your bank may acknowledge the refund sooner we are just letting you know the standard time that it usually takes for a refund to be recognized by a bank.
      We apologize if that was not clear in our last email.

      So that clears that up but of course it doesn't say "we have refunded your payment" rather "we will refund your payment".

      Boxhop should change their motto to "if you want it done quickly, don't use us".

      • visions on 13/02/2015 - 09:15

        Another email from Boxhop:

        We would like to confirm that your claim has been processed. We are showing that the payment method on file is PayPal.
        You will see two refunds. The first refund is in the amount of $xxxx (shipping fees) and the second in the amount of $xxxx (merchandise value).
        We apologize for the frustration caused but are glad that we were able to assist in refunding your money and sorry that this merchandise could not be located.

        Overnight the shipping was refunded to my Paypal. Still waiting for remainder of the refund (actual items value) to come through.

        So anyone waiting for a refund…there is hope!

        • Creamsoda on 13/02/2015 - 18:38

          wth. that was fast! i put my claim form in on the 6th and got a email 3 days ago claiming it would take 10 days to process the refund….

        • visions on 16/02/2015 - 17:31

          @Creamsoda:
          Well I am still waiting for the main part of my refund to appear so my case is still not resolved.

  • mranwa on 17/02/2015 - 07:33
    +2

    Woke up to a nice surprise. The full refund for the claim of lost package has been received into my credit card account. Thank you ozbargainers, I believe it was the collective complains that made this possible. I hope the rest of you will get your refund/items soon.

  • Moderatorneil on 17/02/2015 - 17:35

    OK, it's been about a week since the last summary.

    At this point, it looks like all of the issues that were unresolved have now been resolved by the rep/company. What hasn't been dealt with in general terms is the issues of lost packages, poor packaging, and inaccurate postage estimates. Looking at some other freight forwarding companies on OzBargain, Boxhop seems to be the only one who is having these issues.

    It would be nice if the rep discussed these issues openly/honestly and what future steps they will take to minimize them. If you have a look on Whirlpool, Carolina Tillet of PriceUSA is a great example of having honest conversations about these issues.

    • Daniel Plainview on 18/02/2015 - 10:30

      Neil,

      Thats an excellent suggestion regarding Boxhop being open/honest regarding the issues rather than the generic, non-specific cut'n'pasted feedback consistantly given thus far.

      My items arrived yesterday. Upon inspecting them Boxhop had not rewrapped them in the protective bubble wrap - so they ended up somewhat damaged but after whats happened I'm just amazed content to have them arrive!

      As I stated earlier in my posts, they do have an Australia Post trackable reference, which I assume is applied by Globegistics or another 3rd party - why this is not given to the client is beyond me.

      FWIW Boxhop gave me ZERO actual explaination for how/why my items went M.I.A for 3 weeks. Earlier they did blame Globegistics for this - but despite my pressing they just said 'we don't guarantee delivery times' and basically that it wasn't that late - so in the end for them thats all that matters. It's pointless to press for accountability or real feedback, so I'm leaving at that.

      I appreciate OzB and Neil's help in attempting to get Boxhop to be accountable for their actions.

      However, I for one will NOT be using Boxhop's services again and would urge others to STRONGLY reconsider the experiences of others before paying Boxhop to be entrusted with your newly bought goods.

      Likewise I do hope OzB reconsiders whether to continue effectively endorsing Boxhop as a trusted partner for the OzB community - I sincerely believe both OzB and it's members can do a lot better.

      • Moderatorneil on 18/02/2015 - 10:39

        Glad to hear you got your items (will update prev comment) and I hope Boxhop will address these issues.

        As a sidenote, this is a fully independent website. We do NOT endorse any store nor do we have trusted partners. FAQ

        • PVA on 18/02/2015 - 13:58

          The first reply from Boxhop they say - We have been thrilled to partner with OzBargain since last August.

        • Moderatorneil on 18/02/2015 - 14:04

          @PVA:

          *Marketing language

        • PVA on 18/02/2015 - 14:06

          @neil:
          Yeah, realised that. Just mentioned it in case you never saw it.

    • Creamsoda on 24/02/2015 - 08:14

      i've put my claim form in on the 6th. they advised me on taking 10 days to process the refund. now its been 15 days since the confirmation email. THIS IS WHAT I GOT IN THE EMAIL TODAY.

      Thank you for your patience.

      We would like to confirm that we are working hard on processing your claim.

      It may take additional 10 days.

      We apologize for any delay.

      Thank you for understanding.

      Regards,
      The BoxHop Team

      seriously Boxhop!? over 25days just to process a refund? not to mention the 3month crap i went through to get to this stage. NEVER AGAIN

      • Daniel Plainview on 24/02/2015 - 08:57

        Boxhop offered me some credit on my Boxhop account as a mea culpa for the stuff up with my delivery - PART of me thought oh well free credit - perhaps worth using?

        BUT in around a nano-second I remembered all the hassle and others stuffed around by them and decided (as I said to the other member) 'Fool me once shame on you, fool me twice shame on me' - so free credit or not I won't be dealing with them again…..and anyone IMHO would be very brave or foolhardy to do so.

        • Creamsoda on 04/03/2015 - 12:32

          Its been 10 additional days and counting from the previous email. no reimbursement yet, no emails. In 2 more days it will hit the 1month mark. what number should i call to sort this out?

  • visions on 18/02/2015 - 13:29
    +1

    Boxhop has now refunded the remainder of my claim.

    Many thanks to the OzB members who initiated this thread and special thanks to Neil. Had it not been for this thread, I wonder if Boxhop would have even cared about all our issues.

    Personally, I will not be using them again. I understand that parcels can get lost with any company but the terrible service culture, lack of communication and amount of time it takes to get any help from them is a complete deal breaker for me.

  • marquise on 18/02/2015 - 13:43

    Well given BoxHop has been giving so much attention to us, I figure now is a good time to send a delivery to BoxHop. Amazon charges sales tax in Illinois now, so BoxHop is not a great choice, but I couldn't be bothered trying to set up an account with the other freight forwarder that requires loads of ID verification.

    Let's see how this next delivery goes.

    • Daniel Plainview on 18/02/2015 - 14:54

      Fool me once shame on you, fool me twice……?

      Am sure by the law of averages it will arrive fine BUT if it doesn't it'll be a very curious choice for you to ponder, especially given the plethora of competitors available to you.

      • marquise on 18/02/2015 - 16:27

        That's why I'm doing it now while this thread is still active. Not months later when the rep has gone off the radar again.
        Anyway, which forwarder will you be using from now on?

        • Daniel Plainview on 19/02/2015 - 09:32
          +1

          I'll cross that bridge when I come to it - don't plan on buying anything stateside for a while. :-)

    • marquise on 06/03/2015 - 02:22

      Got my delivery fine using DHL.
      BoxHop are still quite slow in processing items etc. and responding to requests.

  • The Hobo on 27/02/2015 - 13:13

    I've used boxhop 3 times now.

    First time they shipped via DHL, everything went very well and was charged what I was expecting. (Oct 2014)

    Second time, again items shipped via DHL, items arrived pretty quickly, however box was much larger than it needed to be, and shipping cost was much higher than expected. (Sept 2014)

    Third time, shipped via global logistics, and items arrived quickly again (a bit slower than the previous two, but still reasonable) - box was right size this time, didn't weigh much, but was charged much more than the calculator suggested I should have been charged. (Jan 2015) - small light items box was quite small. Calculator suggested ~$25USD and ended up being $38

    No more boxhop for me - the service has been good and fast - but they're charging more for shipping than they should and i'm not happy about that.

  • highground on 03/03/2015 - 13:21
    +2

    I don't usually comment on or review things like this, but I specifically want to warn other Aussies from using this business that has extremely poor customer service AND function alike. I found out about the company through OzBargain - I wish I never had.

    We purchased our wedding rings in the US as we had previously bought from the same US jeweller for the engagement ring and had them shipped to the BoxHop suite, as well as a two pairs of generic replacement lenses for my sunglasses. No problems with the items getting there, however the declared amounts on the website, even after multiple emails to have these fixed up, were still substantially higher than the invoice (clearly printed!) showed. This resulted in costing us an extra $230 in unwarranted taxes which we are still trying to reclaim through Customs. The lenses were just slapped with a $100 each declared value too, 4x the actual price. I still have no idea where they got these prices from.

    This was really disappointing, however it didn't stop there.

    One of the pairs of lenses was faulty, so a replacement was automatically shipped to my BoxHop suite. When I tried to have this item posted, even though I'm a "platinum member", the postage cost was over $25, the same price as the item. This item weighs less than 80grams, and is 4cm x 4cm x 1cm in size. Basically smaller and lighter than a KitKat bar. I queried this cost using the only contact methods available, and got a generic response. When I replied to that response (also complaining of the previously generic unhelpful response), I got another generic response back.

    These guys are hopelessly expensive and have no idea of customer service. I've told them they can keep whatever's left in my suite - I'm really not impressed and will be spreading the word. A colleague has had a similar issue with them and has also had items get lost and is no longer using them either.

    • Daniel Plainview on 03/03/2015 - 15:08
      +2

      @highground , thanks for sharing as this kind of stuff needs to be spoken about so people know whats happening when you pay and entrust your paid items with Boxhop.

      The terrible reality is - as you know that you're really almost helpless to get recourse from Boxhop. They're very difficult to contact (obviously deliberate!), give generic replies on the rare occasion they do respond, you've no higher power/statutory power to hold them responsible, reversal of payment is very difficult/impossible and even fronting up to their offices is neigh impossible!

      So it's a really crap feeling. And I'm sorry you've been another victim to them but hopefully we can ensure people know the truth.

      The really alarming thing to me is that Boxhop are a SMALL OPERATOR - they DO NOT have a big share of the mail forwarding market - so why do they have so many issues on such a small volume of business??? You've really got to question this as it sends alarm bells ringing.

      @neil , at what point does OzB say,"Where there's smoke there's probably fire" and put a stop/hold to an organisation putting 'deals' up on OzB?

      I'm assuming that OzB would reserve the discretion to say 'we don't want this organisation on our site'? In which case I would, with all due respect ask if based on this thread's feedback (which I'd put it to you has a pretty clear pattern & tone) and what you can see from looking over at Whirlpool and also a google search is it in the BEST INTERESTS of OzB members that Boxhop is allowed to continue to SELF PROMOTE its own deals within our trusted community?

      Thank you.

    • Store RepBoxHop @ BoxHop on 07/03/2015 - 07:39
      -1

      Dear Highground,

      Thank you sincerely for sharing this feedback with us. Please feel free to PM me directly with your BoxHop Suite number and we will be happy to research this matter further on your behalf.

      Kind Regards,

      The BoxHop Team

  • Creamsoda on 15/03/2015 - 00:23
    +2

    just want to update. my refund had finally shown up yesterday. 4month of frustrating emails finally has came to an end.

  • Software Tools on 18/03/2015 - 19:45
    +1

    I have been using BoxHop for several months how, doing a consolidated shipment every 30 days or so, and I am generally happy with the service. I always ship via DHL and have never had any delivery issues.

  • psy on 30/04/2015 - 08:42

    Wish I'd seen this thread before using them to ship a bag to Australia.

    Was quoted one figure (quite high honestly) and ended up being charged another once it finally shipped.

    I have paid $65USD to ship a ~1.4kg sports bag to AUS (via DHL).

    Over 24hrs ago I was told it had shipped, and on Boxhops own website I can see a tracking number which does absolutely sweet f all.

    This Tracking Number could not be displayed: xxxxxxxxx
    Please check your number and resubmit or try back later. Note: Tracking numbers for today's shipments may not have entered into our tracking system yet.

    NEVER AGAIN!

    • Store RepBoxHop @ BoxHop on 30/04/2015 - 19:58

      Dear psy,
      We apologize for any inconvenience.
      Please PM me directly with your suite number or order number so I can look into this for you.

      Regards,
      The BoxHop Team

      • psy on 01/05/2015 - 05:27

        I did tweet boxhop 24hrs ago with a shipping #, and have yet to get a reply.
        I've now just opened a case on your own website so I have contacted you via official means should I need to escalate this issue further.

        I have also DM'd you suite #, shipping #, case #.

  • Store RepBoxHop @ BoxHop on 01/05/2015 - 17:20

    Hi psy,

    Please see your inbox for tracking information for your order. If you need any further assistance please let me know.

    Kind Regards,
    The BoxHop Team

  • hollykryten on 20/05/2015 - 08:50

    Just recently made a shipping order with Boxhop. The system quoted Globegistics shipping $46.80 USD and with having a $15 USD referral credit making total $32.33 USD (including shipping insurance). So I budgeted about $10 USD extra over that to make a bit of leeway but today i'm finding they're trying to charge me $61.97 USD and so the Paypal payment is being knocked back since I don't have the funds in the account. I should be paying about $40 AUD with the referral credit. How could I be paying $61.97 USD when I had a $15 referral credit and it was about a 10 lbs package. I just don't get it. No way i'm paying nearly double what I was quoted.

    At this rate I don't think i'll be using Boxhop again this is shocking.

    • Store RepBoxHop @ BoxHop on 27/05/2015 - 17:05

      Dear hollykryten,

      Thank you for sharing this feedback with us. Please feel free to PM me directly with your BoxHop Suite number or your order number and I will be happy to research this matter further for you.

      Thank you,
      The BoxHop Team

      • hollykryten on 30/05/2015 - 11:30

        I've replied with the Boxhop suite number. My estimated invoice went from $32.33 USD delivered to $61.97 USD (including a $15 referral fee discount). Quoted weight when I made the order was around 10 lbs but after the order was shipped I was suddenly charged for 16.20 lbs. That's a 91% increase over the estimated shipping cost. Let's just say i'm never using Boxhop again.

        • Store RepBoxHop @ BoxHop on 06/06/2015 - 00:20

          Thank you for providing us with your suite number. We will review your recent order and the final amount charged for this order.

          Regards,
          The BoxHop Team

  • [Deactivated] on 30/05/2015 - 10:02

    ——————————————— To anyone thinking to use BOXHOP please don't you have been warned ——————————————————

    On their page you will see as quoted “ Free Repacking & Consolidation We will repack and consolidate to lower your costs”
    Their online pricing system gives you option to remove packaging to reduce cost but when you check out you will see it does not make any difference in price.
    Then you will get a warning or condition that states “Estimated Total* Prices are estimates until final shipment is prepared” this is their way off telling you we will repack your parcel make it even bigger so we can sling you extra fees. I have not seen any of my friends or other people on the internet that when they consolidated their goods it saved them money. I have not heard of anyone getting a refund to reduce their cost. Their system is flawed how can they give you a lower price if they don’t have parcel sizes for you to view. And then there is many shipping issues which you can read on may forums and their facebook account.

    I normally use Shipitto and their prices are honest and transparent. When the parcel arrives at Shipitto you will get a photo of goods and details. You then have more options how you want your parcel to be consolidated. You will see before and after pics. And they pack it very well. Then comes a stage of shipping options about 6 or more and they also offer a discount with wire transfers.

    BOXHOP Rep stop charging fees after you have taken payment charges should go down with consolidation not up.

    • hollykryten on 30/05/2015 - 11:50

      Estimated total prices alright. Look at me. Estimated at $32.33 USD but when it came to shipping suddenly got charged $61.97 (91% increase in price). Boxhop never gain. Sure as heck annoys customers being charged a final shipping fee far higher than the estimate in my case 91% higher. When it comes down to it you can't trust their estimated shipping cost quote not one bit.

      The order went from this: http://i61.tinypic.com/207th8o.jpg

      To this afterwards when actually shipped: http://i61.tinypic.com/2m61t9g.jpg

      Boxhop how about stop shipping packages where the box is largely filled with air so that the final shipping price gets highly inflated. That's how my previous last boxed package from Boxhop was shipped in December last year was half filled with air. Here's a link to a photo I took of it straight after opening the box at the time. http://oi57.tinypic.com/2lt245z.jpg

      I'm sticking with Shipito from now on at least what you get quoted on an order through them is what you actually finally pay. Good bye Boxhop.

    • Store RepBoxHop @ BoxHop on 06/06/2015 - 00:19

      Dear what-da,

      Thank you for providing this feedback.
      We sincerely apologize that you were not pleased with your BoxHop experience.

      Please feel free to PM me your BoxHop suite number, we will be happy to research your case further on your behalf.

      Kind Regards,

      The BoxHop Team

  • Midav on 17/11/2015 - 19:58

    Hi everyone!

    You know, we here in Russia have the same problems as you do in Australia!

    I just want BoxHop to understand the size of its problems if they still haven't done it!

    All the same things I've got as Nikko and others already mentioned here.

    After mailing and talking to BoxHop's Customer Support for over 3 weeks, I still have a huge problem with the delivery of my 2 parcels. They told me that the problem is on the courier’s site, which is SPSR for Russia. SPSR tells that they know nothing about my 2 parcels and don't see my tracking numbers in its system. BoxHop's site shows nothing too.

    Now BoxHop tells me the problem is with the 3d party, that works with SPSR. Whether it Globegisticsinc like in Australia or something else I don't know. But it looks like they going round in circles with me and nobody cares about my problem!

    BoxHop got the items in my suite, notified me about it, hold the money for the delivery and then happen nothing. The last update was from October 16 - a month ago! It means that the parcels should be already delivered to me. Instead of this, they in the middle of nowhere!

    The point is that it's not the first time I use BoxHop service. Everything was fine in May 2015. But now it could be the last time I use BoxHop if nothing gonna happen in the nearest time!

    By the way, it already costs me ~380 usd for the items and ~80 usd for the delivery. The parcels I'm talking about are (with BoxHop tracking numbers): ABL00010000730, ABL00010000742. My suite number is 22105.

    • Store RepBoxHop @ BoxHop on 17/11/2015 - 22:06

      Dear Midav,
      Thank you for sharing this feedback with us. We are currently working on a resolution to this ongoing problem with shipments to Russia.
      We apologize for the delay relating to your orders and for any subsequent inconvenience caused.
      As soon as we have more information on your orders we will update you via your case 00747678.

      Thank you,
      The BoxHop Team

      • [Deactivated] on 17/11/2015 - 23:47

        Why is there all too often an unreasonable delay in receiving appropriate action?
        Seriously rep, why has this not been addressed already thus far?
        I've been seeking a re-shipper as of late and your company was the first off the list and that's saying something considering AusPost provide an international option!

        • hollykryten on 18/11/2015 - 09:26

          Actually personally you do have choices of other re-shippers, Shipito would have been my first choice. I like Shipito because the price you pay when you order shipment is the final price you pay none of this so called "estimated" shipping price quoting when shipment order is made and then suddenly finding the price has been jacked up considerably more than what the shipment quote claimed when it's been shipped. Plus Shipito even though TNT Express is often cheaper than other re-shippers one comes to mind from this thread.

      • Midav on 24/11/2015 - 19:03

        Still no answer or any other actions from BoxHop. The problem has been continuing for a second month!

        People from BoxHop!! Hey!!! Are you going to solve it somehow???

        • Store RepBoxHop @ BoxHop on 01/12/2015 - 22:00

          Dear Midav,
          This issue with shipments to Russia has now been resolved and tracking information for your orders is now available on SPSR's website. We have updated your case 00747678. Please see our email for your tracking numbers and information.

          We sincerely apologize for any inconvenience this delay has caused.

          Regards,
          The BoxHop Team

        • Midav on 02/12/2015 - 03:19

          @BoxHop:

          Dear BoxHop!

          Today I really got an e-mail with more excuses from you and OMG tracking numbers which are now shown in my courier's system!!! And DOUBLE OMG my parcels are in Russia and have cleared customs. Don't know what happened. Still don't know which side - your or the courier's - was wrong. But hope soon will finally get my stuff!

          To sum up, it took 1,5 months to solve the problem with the courier to Russia - SPSR. And you frayed my nerves a lot! Same things in May 2015 takes 2 weeks with a good mood.

          Regards,
          Midav

  • highground on 27/11/2015 - 14:24

    Just got charged $50USD ($71AUD) on my credit card for the "Platinum" renewal, despite sending them an email back in February to cancel the account after having numerous problems (incorrect declarations on pricing resulting in costing me $$$, expensive shipping on items due to incorrectly calculated postage).

    There is no way to cancel the account or cards entered onto their site, other than sending them an email, which is just another reason not to touch them. I'll be contacting my bank today, thankfully I have a copy of the email.

    • Store RepBoxHop @ BoxHop on 28/11/2015 - 00:53

      Dear highground,

      Please feel free to PM me directly with your BoxHop Suite number or your case number and I will be happy to review this matter regarding the membership fees charged.

      Thank you,
      The BoxHop Team

  • scotty on 11/12/2015 - 20:02
    +1

    Received this email today from BoxHop:

    Dear BoxHop Customer,

    We would like to inform you that effective January 1, 2016, BoxHop will be discontinuing its international parcel forwarding services.

    As we prepare to close our doors, we want to advise you on the following topics.

    Existing BoxHop Packages
    You must ship all existing packages in your My Suite account by January 30, 2016. Please be assured that we will deliver all packages that are shipped by January 30.
    Note: Per our Terms of Service, if any items are left in your suite after this date, we are required to consider them as abandoned goods and we will discard them.

    New BoxHop Packages
    Our BoxHop facility will not accept any new packages after December 31, 2015. Packages delivered after this time will be returned to sender.

    Platinum Membership Refunds
    If you paid for a Platinum one-year membership, we will issue you a prorated refund based on the number of full months remaining in your membership.
    Note: If applicable, refunds will be issued in January 2016 and will be credited to the payment method on your order.

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