Very poor service and disappointing experience
Ordered a birthday gift well in advance, yet it was delivered five days late, which completely defeated the purpose. I had to follow up myself after noticing the item hadn’t been shipped.
The explanation given was a “shipping label issue,” which felt inadequate, Customer service was unhelpful, and there was no real attempt to make the situation right.
For a company selling gifts, reliability and communication are essential. Unfortunately, this experience showed a serious lack of both.
The reply below is actually untrue, the item was not delivered within 3-5 business days, the address was entered correctly, you omitted to put the unit number, hence the delay and my phone number was provided, you never attempted to call it.
Reply from ekubox.com
Hello Clodagh,
We just noticed your review and would like to clarify the facts of this order based on our records and the numerous emails we sent you at the time.
To ensure our community has the full story:
Timely Shipment: Your order was processed and shipped exactly within our stated 1–3 business day timeframe.
Address Omission: The shipping address provided at checkout did not include a unit number. Without this, UPS would have flagged it as 'undeliverable' and would have returned it to us.
Proactive Service: Rather than letting the gift be returned, our team manually intervened to add the missing information. Because you were outside the country and provided no phone number, we emailed you multiple times to ensure this was handled.
On-Time Delivery: Despite the address error, your gift arrived exactly on time. You selected UPS Ground shipping from Michigan to California, which is a 4-day transit service(as stated on our website). Your gift was delivered on the 4th business day—meeting the carrier’s schedule perfectly.
We are disappointed to see our service described as 'unhelpful' when our team worked so diligently to fix an incomplete address and ensure an on-time delivery and kept in touch with you the whole time. We stand by our commitment to reliability and proactive communication.
Best,
Paula and the ekuBOX Team