DS Smith ePack Reviews 238

Items out of stock aren’t shown on website. You only find out a few days after you’ve already paid, and then have to wait until it’s back in stock!

Product failed to arrive after 11 days. Customer service difficult to get any answers from as despite repeated calls and promises for a callback no return call received. Eventually after persistence I was told that delivery was lost. Company blamed couriers and took no responsibility. ( To be fair call handlers were all pleasant.) I didn’t get the delivery in time for my obligations to be met, so really disappointed as well as losing valuable time trying to chase it up.

I'm satisfied with the company's response. Please note that I also received an immediate refund for products not available.

you delivered 8 Cartons short of my order against your invoice 000013649.
This was incrediable inconvenient, as my Shipment to China had to be delaid

Great service, great delivery time and great products!

Ordered 20x cardboard boxes plus brown tape and received one box of shredded packing material instead.

Specified guaranteed delivery on Friday, so I could pack household personal belongings over the weekend for the courier to then collect on Monday for shipping.

They dropped the ball on this one!

Update: seems a genuine mistake. Good communications after the fact.

We placed an order with them on 11 November for some boxes and when the order arrived there was only one of the 3 types of boxes we ordered. We reported them as missing along with photos and were told they would get them out to us. We are still waiting for them despite sending lots of emails chasing them to which we have received no response to date - 11 Dec!
We needed those boxes and have had to go elsewhere to purchase them.
Despite all of the above they are sending their promotional emails on a daily basis - all from the same person who is supposedly our account manager!!!!
We won't be placing an further orders.
Very poor customer services.

Ordered black shredded paper, received white. Been a nightmare to return, they were very difficult to deal with on trying to return the item, at one point asking me if I had booked it in to be returned, they gave no return labels, this took days to sort. However...the item was returned over a week ago, I've had no refund of money. No emails to confirm anything and suddenly no communication from ''Ben'. Won't be ordering again and will continue to peruse a refund. Liz

Excellent every time! Affordable prices, good quality product, very quick delivery and efficient over all

I ordered two different items one hour apart but they arrived on two different days with two delivery charges. Surely these could have crossed checked and been on the one day together cutting down on deliveries? Customer services prompt and efficient.

boxes were not in when the web site said it was.

Delivery was on time and we recieved notifications from DS Smith and the delivery company - will be using again!

Great customer service and good delivery. However a few of the boxes rip when folded

Ordered 25 boxes and a box of Sizzle Pack.

The box of Sizzle pack was sealed with a single piece of (badly applied) parcel tape - which meant when it arrived the box was partly open and lots of the Sizzle Pack was coming out of the top.

That was the best packaged box.

The other package containing the 25 boxes was completely open down one side and flat packed boxes were hanging out of it and damaged.

Tried tweeting customer services, no reply until this afternoon (36 hours after I messaged in) who then asked me to DM them.

Tried calling in - waited 30 mins on hold to be answered by Sales (not Customer Services despite selecting that option) - guy I spoke to couldnt give a damn and asked me to email

I emailed yesterday orning at 10 am - and so far heard absolutely nothing back. I'm now on hold again (so far 12 mins in but thats given me time to type this)

This company are one of the UKs largest packaging manufacturers - and yet they can't seem to package their own pakaging products very well. And seemingly don't want to know when their customers have a problem.

Oh - and the sizzle pack? Its basically shredded paper. Buy yourself a cheap shredder and a ream of paper.

DSSmith have supplied us with lovely labels for our homemade jams and chutneys allowing our charity to make some extra profit. Thank you for your donation and your continued support of Rhubarb Farm.

UPDATE: After my review, Chris called me up and promptly sorted everything out, sending out my full order FOC. Thank you! The only reason it's not a 5 star review is due to the money I had to spend to buy expensive boxes to post my orders during the 9 day delay.

Please avoid this company! I placed an order for boxes 8 days ago, with confirmation that I'd receive my order in 2-3 days. It turns out there was a glitch in the system so one of the boxes was unavailable. We agreed to cancel the out of stock box in order to release the rest of the order, but after chasing for 7 days they still hasn't processed my refund or released the boxes that I urgently needed to fulfil orders. Today I get told by my elusive account manager Chris that they have now accidentally cancelled my whole order, so I have no boxes, even though I was assured by Warren in customer services that they would be dispatched yesterday. They also didn't refund my money until I sent a chaser email. Totally unprofessional, unhelpful and I obviously won't be reordering, ever. Avoid this company!

UPDATE - I have received a reply to the below issue and a very kind gesture of a new complete box of packing - thank you for sorting this and arranging shipping so quickly. I really appreciate how this was resolved.
'Shipped my second order of sizzle pack promptly however when I opened it the box seemed half empty and was nowhere near as full as the previous one I’d ordered. I took some pics to try and show how much was missing and emailed them. When packing up my goods I only managed to fill half as many boxes. The last 5kg box filled 42 of my boxes – this time I barely got 20 done!'

I was thrilled to shop here as a new business owner, website was clear and you knew what you were getting, until it arrives.
Beautiful pink boxes with self seal that doesn’t seal. You have to wrap the entire box in tape to get it to close! And that’s EVERY box not just a one off! I ordered another set of boxes hoping it was just that first order that was faulty and it’s the same issue. Emailed and no answer!

Very good service & very quick delivery. We will definitely use you again.

Great! Super