Business ProfileforPackage Solutions, Inc.

This is the most unprofessional and ineffective company that I have ever had the misfortune of having to use. I live in an apartment complex that requires residents to have our packages and shipments delivered to our package room via HelloPackage. Over the past 10 months of living here 80% of the time they fail to notify me that I have a package delivered. If the package is not delivered by Amazon it seems virtually impossible to gain an OTC to receive the package. I frequently have to go through my leasing office just to receive my packages, which in turn defeats the purpose of the company. Not only are they ineffective for their sole purpose BUT their customer service is next to nonexistent. In order to get a phone number you have to thoroughly search and half of the numbers tied to this business are disconnected. This past week my partner and I both had expensive items delivered so we were adamant in tracking their delivery. When we were notified that they were delivered (not by HelloPackage) we got an OTC to receive our packages (within an hour of delivery). Our packages were nowhere to be found. We had searched through every single package in the room. I have attempted to contact them via phone and email and have not received ANY response as to where my packages may be. The idea of having a package room is to prevent theft, but they do not protect our packages nor do they respond when having issues. They also continuously fail to notify residents when packages are delivered. In short, HelloPackages fails to deliver on any of the ***** ideas the company was founded on. I will now consider my next residence based on whether the complex uses HelloPackage because this company is so terrible.

On 1/23/24, the resident called Customer Support three times, during a high call volume period. Each call was placed within 4 minutes of each other, creating tickets #******, #******, and #******. A voicemail was left on one of the calls, but no package tracking information was provided. Customer Support researched what they could, but found no evidence of any packages delivered for this resident. A call was made back to attain more details, but they were forwarded to voicemail where a message was left. To date, there has been no response.HelloPackage provides customers with a convenient self-service feature that allows access to the package room in cases where Delivery Drivers may not scan their packages. Utilizing details from this BBB Claim, we confirmed the resident used this feature three times, most recently 45 minutes before reaching out to Customer Support.By accessing video footage, we observed the resident using this feature to access the room and leave with one package. However, lacking the specific package tracking information, we couldn't definitively confirm if it was the package in question.Further investigation revealed only one Amazon delivery on 1/23/24 at 12:13 PM. The Amazon Driver scanned all packages, and after reviewing images for each scanned package, we verified none were addressed to this resident.Considering our findings, the resident's inability to locate the package and Amazon's advice to wait 48 hours before reporting a potentially lost package (See: Missing Amazon Package - ************************* we infer the ********************** likely wasn't delivered to the HelloPackage Room. A ticket has been opened for the resident to provide us with the actual tracking number, ************** of delivery so we can confirm for certain.The "basic mission" for the HelloPackage service is to offer a centralized point for Delivery Drivers to drop off packages and provide residents with 24x7 access, without being constrained by leasing office hours. Acknowledging the unfortunate reality of theft in the package industry, HelloPackage employs robust security measures, including (but not limited to) access restrictions, multiple video cameras, and system tracking to help deter theft. Notably, this location has had no reported theft incidents, to date.HelloPackage customers can opt for alternative support channels like our webform and chatbot, especially during peak call volumes in the afternoons. Given the resident's history of engaging with us (10 times in 2023), we encourage and welcome them to utilize these alternate channels but in the meantime, we eagerly await their response for an opportunity to provide further assistance in this matter.HelloPackage Customer Support Manager