Burned by Boxwave and USPS

maddmatt · 02-21-05, 11:56 PM

Is it too much to ask to get what you paid for? And maybe a thank you for being a paying customer?
:soap:

It is too much to ask if you buy from Boxwave.I ordered some accessories from Boxwave on 1/31 and did not receive them. It was being shipped via USPS, and I was supplied a tracking number. According to USPS the package was to be picked up from Boxwave on 2/1 with an expected delivery date of 2/7. USPS has always been reliable for me over the years when I have used them, with the exception of deliveries coming from Boxwave, who by the way is in the same state as me. Previous deliveries from Boxwave have taken ~2 weeks. This is unacceptable. I can get packages from China in less time than that. The tracking number I was given was useless. It showed no activity until 2/17, when it told me my package had been returned to the sender for being unclaimed. I was never even left a delivery notice!!! :realmad: Does USPS have some sort of grudge against Bowave?

While Boxwave may have no control over when a package arrives, they have complete control over the way they take care of their customers. I feel the customer service was extremely poor. They were more concerned with making it clear that they were not to blame, than actually helping me get my products.
Here are some highlights from my many correspondences with Boxwave over the last 3 weeks.

After informing them my package was 2 days late:

Quote:

If your package is not delivered within the next week, please send us
another e-mail and we will promptly take necessary actions to accommodate
you.

No action was ever taken. :realmad:

Three weeks and still no package. I think I deserve a refund.

Quote:

I am sorry to inform you that we will not be able give you a full refund
since the mistake did not occur on our operation end nor USPS

OK, now it's my fault is it?

Quote:

As I mentioned, we have done our part of
shipping out the order, and there were more secure shipping options
available for customers who needs more assurance.

How about some assurance that I will actually get what I paid my money for Boxwave? :realmad:
And to top it off they want to charge me again for the shipping!

I gave Boxwave a chance to make it right by either giving me a full refund or reshipping my order with no further shipping charges, and they refused both. Boxwave does not care if they lose customers apparently.

I will never buy a another product from Boxwave again, and I suggest that nobody else does. They do not care about us, and they have proven to me that they know nothing about customer service. There are too many other options available to justify the high prices, long ship times, and terrible customer service of Boxwave. I know most reputable companies would bend over backwards to satisfy a customer, to keep their business and keep them happy. Boxwave has failed miserably at this, and has lost at least one customer because of it.

:attention BOXWAVE LISTEN :exc: : A happy customer is a repeat customer. A happy customer brings new customers :attention .

Am I alone?

insomniac8400 · 02-22-05, 12:06 AM

If you bought it with a credit card, you can ignore boxwave and get your money back from the credit card company.

maddmatt · 02-22-05, 12:09 AM

Originally Posted by insomniac8400

If you bought it with a credit card, you can ignore boxwave and get your money back from the credit card company.

Yes, that sounds like a great idea. Thanks. But will Boxwave still get paid? I hope not. :)

02-22-05, 12:12 AM

sorry for your pain, i am currently in a situation like this on ebay with a car charger, im getttin ready to Report them to Paypal, hopefully i can get my money back. This is the second item i have had to get money back on due to no shipment.

santos · 02-22-05, 12:14 AM

Nope, I don't think they will get paid. Too bad for your experience though. I bought twice from them and both times my items arrived quickly.

USPS tracking is awful. It doesn't tell you sh*t. I don't know why Boxwave uses standard priority mail for their shipments. I'd rather pay the extra buck or 2 to go UPS or FedEx as the standard to avoid problems.

Just my $.02.

Trickyphillips · 02-22-05, 12:16 AM

Originally Posted by jdh1415

sorry for your pain, i am currently in a situation like this on ebay with a car charger, im getttin ready to Report them to Paypal, hopefully i can get my money back. This is the second item i have had to get money back on due to no shipment.

I usually try to buy only from PowerSellers. This way, I know they aren't a bad ebayer.

NiwRoC · 02-22-05, 12:46 AM

Matt, You've have a time limit as to having your credit card charges disputed. I would call the credit card company, they will advise you what to do.

maddmatt · 02-22-05, 12:49 AM

Originally Posted by niwroc

Matt, You've have a time limit as to having your credit card charges disputed. I would call the credit card company, they will advise you what to do.

I just got off the phone with Visa and they are on it. :)

CBombC · 02-22-05, 12:51 AM

Interesting you have had that experience and they didn't learn their lesson earlier. Check out this thread (look at page 3)!
They went thru this exact issue before.

Wake up Boxwave, make your customers happy with service. You have an excellent line of products but with that kind of service and customer relations, I will hesitate before I recommend you to anyone. I love my cleartouch screen protector but I will probably try a competitors product next time I need one, to avoid this kind of hassle.
This site is a powerful selling tool, and with a bad wrap like this, you could be missing out on some serious business.

and that is just my 2 cents. :approve:

**Frenchy** · 02-22-05, 01:00 AM

I had my share of problems with both company too. I feel for you man. Don't get too down it will come.

mickey3205 · 02-22-05, 01:38 AM

thanks for the head-up maddmatt. i was about to order some accessories from boxwave for my department. i'll stay away away from any vendors that do not willing to resolve customer service. i'll spread the word at other forums i frequently visit.

CBombC · 02-22-05, 10:18 AM

Originally Posted by mickey3205

thanks for the head-up maddmatt. i was about to order some accessories from boxwave for my department. i'll stay away away from any vendors that do not willing to resolve customer service. i'll spread the word at other forums i frequently visit.

See what I mean?

02-22-05, 10:24 AM

I'm with you, I'm a big believer in word of mouth when a company shuns its customers - way to lose money..

farewell boxwave, Hello Brando

Pomer · 02-22-05, 12:03 PM

Thanks for the warning guys, I was going to buy some stuffs from them too... well, time to look for another vendor. Not sure about others, but the responses I see from this site does impact my purchasing decision.

Robb969 · 02-22-05, 01:38 PM

I was about to order some Boxwave screen protectors... I think I'll hold off... Any other brands work as well???