ComplaintsforCollege Boxes

• Initial Complaint

  07/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I requested service from college boxes for multiple deliveries. I filed 4 claims: 3 deliveries contained fragile items and one was lost. I have attempted multiple times to file a complaint and only one went through on their website. I have spoken to ***** and employees at the locations to no avail. Following the most recent claim submission my account was deleted. They are avoiding a refund of the delivery and claims. Reason for going through BBB 1. employees are not helping 2. account was terminated following submission of complaint to avoid communication 3. Avoidance of payout for the damages 4. website failure to allow for timely and proper submission 5. receive a refund for the shipping of the damaged boxes and receive the claim amount that is owed for the damages to the items within.

  

  Business response

  07/15/2024

  The customer has a package that stopped tracking on 6/20 and Collegeboxes team member filed a trace with ***** on 6/24. 

  Customer filed a lost claim on 7/8/24 for tracking# *************** in the amount of $409.96. The claim was approved on 7/12/24 for $185.49 ($100 declared value + $85.49 shipping). Customer did not respond to approval email on the 12th.
  

  Collegeboxes missed an after hours chat from customer. Our team responded during business hours with "What questions do you have regarding filing a claim?" - no response from customer.
  
  

  Customer response

  07/15/2024

  I have contacted about 3 additional tracking that were damaged. I have called ***** for help and emailed in regards to these 3 damaged deliveries. I have submitted the claim for the 3 damaged tracking with pictures which were not responded to by college boxes. Even the driver on delivery said these items were mishandled and same for ***** employees. I want the 3 additional tracking that were submitted to also receive the full compensation similar to this. 

  

  Business response

  07/16/2024

  Here is what we sent to customer this morning: 

  Hello ******,
  
  Thank you for bringing this matter to our attention. Please be informed that there have been no additional claims filed against other packages. The only claim on record is for tracking number 9612019996263116931233. 
  
  We understand that there may have been some miscommunication with our live agents and would like to clarify that claims and customer support are handled by separate departments. All claims are processed based on the tracking number filed at the time of the claim.
  
  You are more than welcome to file for the additional two boxes, using this link: *************************************************************************
  
  We apologize for any inconvenience this has caused and appreciate your understanding. Should you have any further questions or concerns, please do not hesitate to contact us. 
  
  Best,
  Claims Department

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired College boxes to ship my sons computer. i had it laying down, wrapped in bubble wrap along with clothing to help cushion it. I also wrote FRAGILE all over the outside of the box. I ALSO purchased extra insurance, jsut in case it got damaged. I have SEVERAL photos of it completely shattered inside the box when he upacked it. They refuse to reimburse me, i supplied all docs as well as the photo of shattered glass from, the cover of the *** invoice of purchase etc. They CLAIM that it wasnt wrapped properly. How they knew that by the the photos i supplied of the ALREADY unpacked box with the shattered glass at the bottom.... It was a HEAVY DUTY ********** shipping box that was used. This is a complete scam of "Insurance" and refuse to reimburse me for a new PC. 2 1/2 months with only emails as there is no one to physically speak to.

  

  Business response

  10/26/2022

  Dear *******,

  I'm sorry that this has dragged on so long.  Even though ***** deemed that the breakage was due to insufficient packing, Collegeboxes will take the loss and provide you with $300 check to cover the amount of declared value you took out on that box.    

• Initial Complaint

  12/10/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My belongings were packed in storage due to the pandemic. I was assured repeatedly that CollegeBoxes would deliver my items to campus at no cost to you, when the time comes, and that Stanford had paid for this. Im told that now I have to pay an extra 200$ for delivery. I point out that my university has paid for shipping, forward those emails I had received to that effect, and they just dodge and give me excuses. This is in addition to them trying to charge me left and right and changing the terms of storage once they have already taken my belongings (leaving customers in an awful position). I want them to honor their agreement and the initial purchasing contract we had, which explicitly stated that delivery to campus was included in the price paid. This is predatory and they are taking advantage of broke students while holding our belongings hostage. Just look at the attached chat transcripts - they are clearly lying and trying to charge me extra money. First they said that Stanford hadnt paid for delivery; then after seeing the email that explicitly stated they had, they told me that shipping and delivery werent the same thing. When I asked then to have them ship my items to campus, as they implied was covered, they said, oh no, that was a long time ago, we dont know if that still is in effect. Never, at any point, was there anything communicated to me about a deadline for delivery. And then in subsequent emails CollegeBoxes throws out other arbitrary dates (e.g., 1 year from the email, 9/1/2021, 9/30/2021.. anything but todays date). They keep trying to change their terms so as to try and get out of holding up their end of the agreement.I just want my stuff back, on the terms that was agreed to by the parties.

  

  Business response

  08/18/2022

  We're sorry for your frustration.  We worked directly with ******** on providing packing, and ******** provided the dates they wanted us to deliver to campus. All the dates selected by ******** provided free delivery, and there were dozens of them.  When students needed other dates that required special delivery, there was a $200 fee to deliver.  Students were also able to select date and time to come by the **Haul storage location and pick up their stored items at no cost.   If you have any questions, please contact us at ************.    

• Initial Complaint

  10/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Used College boxes to ship two boxes from **************** to ****************************** in August. We used moving boxes, bubble wrap and packing paper and packed the boxes securely. Insurance was purchased on the order and the boxes arrived damaged (looked like they were dropped from tall distance) and taped back together. There were multiple items damaged in the boxes. I filed a claim and provided pictures. They denied the claim even though their service damaged the boxes. Our boxes were not handled properly. Would like a refund on the shipping and storage of our items.

  

  Business response

  08/18/2022

  Thank you so much for reaching back out to us. Unfortunately, we were not able to ***** you a refund for the shipping fees. Per our previous communications your claim was denied due to insufficient packing. We always recommend utilizing double-wall boxes for shipping to ensure the safety of your items. Storage boxes are ideal for palletized transport, not individual transport with ***** and must be reinforced prior to shipping. When packing odd items like dry erase boards and books all corners should be bubble wrapped and packed away from the sides and top of the boxes this will minimize sharp edges from damaging the corners of boxes, preventing contents from shifting during transit. We understand your frustration and we sincerely apologize for any confusion this has caused. 

  Customer response

  08/18/2022

  Just another excuse to get out of paying for the damages caused by you. In case you didn't realize it, insurance is to cover for damages. Otherwise why pay for it? Do us a favor and go out of business scammers.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩