Name: Box.co.uk
Address: First Avenue, Minworth, Birmingham
Rating: 4.26

“Ordered on the 13th December and wants dispatched until the 17th December. Phoned them on Christmas eve because it had not arrived to be told I should of called them on the Monday as they wouldn't be able to track as their warehouse was shut. Very poor service. I'm hoping that they have managed to process the refund. Will now order from another company.”

Helpful Report

Posted 9 years ago

“I ordered a gaming headset for my son as a Christmas present . I paid for next day delivery . When getting concerned about the tracking number / reference did not work , I rang costermer service the chap on the line said he will get in touch with the external wharehouse and send me through a email with a new tracking number , and could take up to four hours . I pointed out the time to the chap which was late afternoon and. His reply was they deliver upto 9pm . I got no email and never recived the parcel . Rang the next day at 10 am spoke to a lady who basically said what the chap said the previous day when I pointed this out to her she said she would ring me back . This never happened and I rang again in the afternoon spoke to the same lady who just said quiet abrutley that she was also waiting to hear back from the external whaehouse . The parcel did arrive late afternoon I still never got a return call or email to inform me of tracking number .”

Helpful Report

Posted 9 years ago

“I specifically asked for the item to be packaged so item could not be seen & it was confirmed it would be. This was a Christmas present which arrived in its box obviously showing contents on box & the person it was a present for took the delivery. My present was ruined!!! I certainly can't order any other presents from you if they come simply in their own packaging. Very upset by the whole experience especially after been told it would be packed with showing contents! Still awaiting other part of order.”

Helpful Report

Posted 9 years ago

“Senior Management at Box.co.uk To whom it may concern, Dear Sir / Madam, This is not a rant from a frustrated customer – after all it’s the season of goodwill. I do perhaps have some reason to be frustrated, however, as on the 10th of this month I placed an order (Order Number: S6H-8WM-L5C-YDC) for a customisable laptop which I spec’d for my art student daughter’s Christmas. This was delivered on 17 December, which in itself was a good result for Box.co.uk / DPD. Apart from the cardboard packaging being torn in the area of the handle, all appeared well until I switched it on. Then a black kidney-shaped area covering 30% of the screen appeared, and some crazing of the inner substrate was visible under back-lit conditions. Well these things happen, I had taken a chance with what for me was an unknown firm, located on the internet. Disappointing, that my daughter would be without her present on Christmas day though … unless the returns department were super-efficient … That was when other cracks of a different kind began to appear. I was asked to photograph the broken screen – unusual request, but I was told that there was no RMA forthcoming if I did not do so. So I did, and was scheduled for a 19 December collection for return to base (RMA# 75788). As I prepared the machine for return, I paid close attention to the very detailed and cautious return packaging instructions which as you well know are accompanied by a diagram. It was then that the obvious thought struck me: if the packaging it had been sent in had been compliant with these instructions, there never would have been a problem in the first place. It had come in a standard slim cardboard laptop box with small polystyrene frame struts only. No bubble wrap. No larger outer box with the industry standard polystyrene fill (as clearly shown in the emailed diagram: with one box within another larger box). No marking of fragile or identification on the outer grey plastic mailbag. I remarked on this incongruity to the returns staff who politely said that the somewhat minimalist dispatch packaging yielded on average only one damaged laptop per day. I understand that overall this is an economics argument: the cost of an extra protective margin in the packaging over against time saved, small percentage failure risk, all covered in any case by a claim against the carrier firm. You will, however appreciate that for me, I’ve experimented for a first time with Box.co.uk and it’s one failure out of one. I do think you have an issue not only with DPD, but with your dispatching department. Usually firms go over the top and drown us in acres of cardboard filled with fresh air, bubble wrap and polystyrene pellets – even for robust objects. You have an alternative strategy, fair enough, but for this reason, I do not wish this laptop (S/N NKW650SF0004C01632) to be returned back to me again, simply because quite obviously the HDD will have suffered the same trauma as the screen. Now, I’m experienced enough with distance selling to know that within 7 days – in any case – I can have a full refund, so we could easily be in a ‘I don’t lose / you don’t care’ situation here. Your polite staff have indicated that’s the likely outcome (0.1% failure rate is acceptable, and so we all play it all by the rules, shrugging our shoulders). I just wonder if there’s any chance of appealing to more senior executives who are empowered to think outside the box (no pun intended), and whether we could yet achieve a ‘win / win’ scenario which would retain my future custom, recommendations and positive review and your sale. Congratulations for your patience if you’ve read this far. Here’s my suggestion: I’m quite prepared to accept the full refund for the laptop which I’m entitled to, and never to have dealings again with box.co.uk, leaving you with a custom laptop to match up with another customer’s requirements. Or, if you are willing to refund me £20 for my fuel I am prepared to take a day out and do a 200 mile round trip to collect an all new replacement if it can be sourced by Christmas Eve. (I might be persuaded to let you send an all new replacement here provided there was an agreement that it would be packaged in a box within a box as per your own return instructions.) Well, whatever happens, I wish you a restful Christmas, Yours sincerely, Brian Johnston 10 Donnington Close, Leigh WN7 3NY, 01942 609748 or 0794 7874616”

Helpful Report

Posted 9 years ago

“I received my order in the post and it looked like it had been kicked here, not transported in a van. When i opened the box it was obvious immediately that it was not a new item, as the original bags and wrapping were all ripped open. The item itself didn't have the original cable ties on the wires and it had marks/scratches on it. After trying 5 times to contact the correct department at box to organize a return, and after 30 mins left hanging on the phone, i tried option 1, not the correct ext 2, even though i knew it wasn't the right department, and got an instant voice. Although very polite this person recommended that i redial the other option and keep ringing until someone would eventually answer. I would need to fill in the relevant return form online and get a return number from the other department. Also that any refund could take up to 2 weeks to get after the engineers had inspected and tested the return item. All this Even though my complaint wasn't that it didn't work but that it wasn't NEW as i expected! Not happy with this ridiculous information i realized if i wanted this problem resolved before Xmas, then i would have to drive a 50 mile round trip to box and personally return the item myself, as box's phone lines, customer service and returns policy are an absolute joke. On my arrival i was pleasantly surprised (as i was expecting more problems) to find that the person who served me immediately recognized that the box was not new. Apparently it was something called an open box. He said he could order in a replacement, but didn't know when it would arrive, or i could have a refund (presumably onto my visa card and not instantly). I opted for a replacement that i saw sitting on the shelf in the showroom that apparently wasn't showing as stock. Probably because its the one i should have been sent originally? So, problem solved after wasting the best part of the day sitting in Birmingham traffic wasting time and petrol. Obviously i will never shop with box ever again, simply because of there appalling customer service helplines, that no one actually answers and there pathetic online returns policy.”

Helpful Report

Posted 9 years ago

“Would love to give more positive feedback. Have always been very satisfied with your service. This laptop was 'tracked' as having left Yodel Service centre last Thursday. I emailed you on Saturday. No reply. Phoned today. 'Wait till we deal with your email'. I still don't have an answer re where it has got to except rather lame Black Friday excuse. Not terribly happy.”

Helpful Report

Posted 9 years ago

“Product not delivered on day that was requested, instead it arrived 2 days late, and nor was there any tracking information given as the website said there would be. Called customer services to find out what was going on after it didn't turn up, customer services told me that they would find out what had happened to my order and then call me back, but they never called back.”

Helpful Report

Posted 9 years ago

Dear Jonathan, We apologise for any inconvenience caused. This item was shipped direct from our supplier and we were therefore unable to access tracking information immediately. If you have any further queries, please do not hesitate to contact us on 0121 202 0030 (Option 2) -Returns Team

Posted 9 years ago

“The original transaction was carried out quickly and the goods were dispatched in a timely manner, however, after three weeks it became apparent that the goods were not as described under The Sale of Goods Act so I contacted Box and they agreed for me to return them. It is now three weeks since they acknowledged they had received the item back, but other than that, I have had no contact from them and no confirmation of a refund.”

Helpful Report

Posted 9 years ago

“Ordered an item, did not like it wanted to send it back. Now you pack the item as it was then It came in, you send it back 24h courier. and after 13 days they tell you that the item was rejected and there is no change of getting the money back as you have only 14 days to do so, where they where holding my item for 10 days. HORRIBLE RETURN POLICY WHICH PUTS YOU ON LOOSE POSITION RIGHT AWAY. However if you don't have to return the item the service is not bad, it's only when you try to return it they become very rude and not helpful.”

Helpful Report

Posted 10 years ago

Dear Sir, I am sorry to hear that you are unhappy, please could you provide me with some details of your case so that I can investigate for you? Kind Regards Andy Skinner

Posted 10 years ago

“While very pleased with your customer service at a human level. I am not pleased about having to pay 10 pounds because a item was found not be faulty I did check before I dispatched the item. As best I could. And was pretty sure the item was faulty, It turns out it was not so I have to pay ten pounds, and i'm stuck with mouse I don't need since bought another one. I can't sell the "faulty" one since not convinced it won't go faulty again. It cost 50 pounds and top of that I had to pay another 60 pounds for another mouse. I probably won't buy from you again since why should I, when ebuyer don't charge for mistaken faulty items and pay for return postage? It's silly to drive away customers with petty charges”

Helpful Report

Posted 10 years ago

Hi there, I am sorry to hear of your disappointment. However, as per our terms and conditions if an item is found to be 'Not Faulty' following a 'Faulty' return engineer testing fees and carriage fees would be incurred. I can confirm that we did in fact waive the engineer testing fees as a gesture of goodwill and charged only the carriage fees we had incurred in the ourselves in the process. - Returns Dept.

Posted 9 years ago

“I spent £1500 on a brand new MSI GS70 laptop. I was super excited, and the delivery was quick and got here the next working day, however when the laptop got here it had a small mark on the screen. I thought nothing of it deciding it was probably just a few dead pixels which I could live with since I needed the laptop for my university coursework. Over the space of 48 hours the laptop became heavily pixelated with lines all over the centre and bottom left side of the screen making it unusable. I then proceeded to ring save on laptops and explain the situation arranging a return, I was told the laptop would class as dead on arrival and should almost instantly get either a refund or a replacement once they had looked at it. The laptop was picked up and a week later they got in touch saying the screen had been physically damaged. After ringing their customer service department they told me there was NOTHING they could do although THEY HAD SENT ME A DUFF PRODUCT. This is also completely ignoring the 14 day money back guarantee on MSI products. So to summarise I have wasted £1500 on a laptop which is unusable and have to fork out even more money (which I can not afford because I forked out £1500 on a laptop) to have the screen repaired. DO NOT BUY FROM THIS COMPANY, THEY SUPPLY APPALLING SUPPORT.”

Helpful Report

Posted 10 years ago

“What a disgrace, but sadly not unique. I ordered a Samsung 48 inch 6400 TV for next day delivery. I phoned the company to confirm they had it in stock (previous poor experience from another on line retailer) and was told it was in stock. I then received an email confirming the item had been dispatched and the courier would contact me with a delivery time. By 2pm on the day of delivery no contact had been received. I called Box and was told everything was fine, but they would call me back to confirm. Half an hour later I was called back to say the item would not be delivered and could not be delivered because they did not really have any of the TVs I had ordered in stock and did not know when they would be getting more in. I have had no apology from the company apart from the poor sales person who had the decency to call back. I feel sorry for these people because they are the ones who get the tongue lashing the senior managers deserve. This is not the first time a large company has reported on its web site it has stock available for next day delivery, yet has no stock available. It now seems to be a ploy to get you to place an order and then let you down, knowing that most people will not take it any further and will just wait. Well, I have news for these companies. It is called breach of contract and as such entitles us, the customer, to compensation for this sort of mis-selling. Box have now joined this list of large companies (Homebase, Wickes Amazon Marketplace) who are employing this trick. Avoid using this organisation”

Helpful Report

Posted 10 years ago

“when was the package deliveried?”

Helpful Report

Posted 10 years ago

Dear Customer, Royal Mail attempted delivery of your purchase on 23/07/2014 under tracking reference: FH112272936GB. Unfortunately, you were not available for delivery. Failed deliveries are returned to base following a number of attempts and the purchase will be refunded accordingly. If you require any further information, please contact us on 0121 202 0030 (Option 2). Regards, Returns Team

Posted 10 years ago

“Item arrived broken in several places. Something that is not that easy to do with a computer case.”

Helpful Report

Posted 10 years ago

Dear Customer, I'm sorry to hear of the damage to your item. As per our correspondence today a return has been raised and we will gladly replace or refund the product. Regards, Returns Team

Posted 10 years ago

“Received PC that was DOA. Reported this on Thursday PM”

Helpful Report

Posted 10 years ago

“bought 2 tablets one came and it didn't work this was a Christmas present so was very unhappy when phoned customer services the attitude was terrible and no help at all after sending it back I received the same tablet back to be told there was nothing wrong with it which there still is but the service was so bad we decided to just buy another tablet from somewhere else”

Helpful Report

Posted 10 years ago

Dear Customer, I apologise that you are unhappy with the service offered when you returned your unit to us but I can confirm that it underwent extensive testing and we could not replicate the reported fault. If you are still having issues with your machine please do not hesitate to contact us on 01212020030 Option 2 and we will assist you with the issues you are having. Andy Skinner Returns manager

Posted 10 years ago

“speakers ,never worked,which was last year,so you cant even do this properly”

Helpful Report

Posted 10 years ago

Dear Customer, I am sorry to hear of the issue(s) you have experienced with your product(s). Please do not hesitate to contact us on 0121 202 0030 (Option 2) for further assistance. Regards, Box Returns Team

Posted 10 years ago

“Bought a Gemini joytab 10" tablet from box: First one arrived in a tatty box and the unit inside was scratched, dented and missing all accessories. Second one was still not new (even though I paid extra for the one not marked as refurbished) (Please also do not waste your money on the screen protector as it doesn't fit, different dimensions and camera hole is in the wrong place.) To cut a long story of roughly 8 weeks short the following happened: This unit lasted approximately 3 months and wouldn't turn on. Was told I could only have a partial refund as it would have to have the same fault three times to warrant a refund. Returning this item this many times would cost more than the tablet is worth! After waiting a week with no correspondence from box I emailed in to complain and was emailed back telling me I had refused delivery of the replacement that they had not told me they were sending and I had 24 hours to remove the item from their premises or it will be destroyed. I emailed the CEO of the firm asking if this was acceptable customer service and was finally referred to someone with some form of customer service skills. I was told the best I could have was a replacement tablet, I agreed that I would accept this as long as the item was 100% new as per the item I ordered. I waited another week to receive a response saying "we have issued you a refund as there are no units available that meet this specification" which is what I asked for in the first place. I then received an email asking me to send back some of the refund amount as they had refunded too much. I nearly fell off my seat as they even managed to mess the refund up! So I would not advise using this site, the worst tablet I've ever used, the worst customer service I've ever experienced and it took me roughly ten weeks and 20 emails to resolve the situation.”

Helpful Report

Posted 10 years ago

Dear Customer, I am sorry to hear of the issue(s) you have experienced with your product(s). Please do not hesitate to contact us on 0121 202 0030 (Option 2) for further assistance. Regards, Box Returns Team

Posted 10 years ago

“I bought 2 sets of Devolo1579 dLan200AVplus in November I No 715605. One of the units developed a fault and as instructed I returned it to you, the receipt of which you duly confirmed RMA R56274 and was told I would hear from you in 7 days. NO REPLY after 3weeks sent email 31 Jan again NO REPLY. Further email20 Feb still NO REPLY. It is a low value item but nevertheless I am sure you will agree that the the total lack of service is appalling. Under these circumstances I would not be able to recommend you as a supplier of equipment should I be asked. I do hope that even at this late stage you will be able to redeem the situation. John Verity”

Helpful Report

Posted 10 years ago

Dear Customer, I am sorry to hear of the issue(s) you have experienced with your product(s) and for any delay in communication. However, following investigation I can confirm that we did not receive the full product on return. If you would like to discuss the case further, please do not hesitate to contact us on 0121 202 0030 (Option 2). Regards, Box Returns Team

Posted 10 years ago

“Tablet did not work well. Kept crashing and restarting. Sent it back and was reviewed as faulty. However, got a refund at the end so thank you.”

Helpful Report

Posted 10 years ago

Dear Customer, I am sorry to hear of the issue(s) you have experienced with your product(s). However, I am glad to hear that we were able to resolve satisfactorily for you. Regards, Box Returns Team

Posted 10 years ago

Shipping & Delivery
Delivery Methods	Courier
On-time Delivery	Greater than 56%
Customer Service
Communication Channels	Email, Telephone

Box.co.uk Reviews