ComplaintsforBoxhub Inc.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 9, 2024, 2:229 pm via text I reached out to ******** to follow up on the storage container that we spoke of months ago. Looking for new pricing and discounts for seniors. I gave her my old phone number as a reference for texting. I also had information for her about a new customer. April 11, 2024 ******** texted me the pricing for 40' High Cube container of $2270 + tax including delivery. We texted about colors of the containers.Pictures were sent about a vehicle that was sitting in the driveway and I confirmed via text that this would not be a problem. She texted me back and said no problem and the someone had given her the go ahead for delivery. I asked how to make payment. She texted me back, I was driving. Made payment in the morning. April 12, 2024 at 2:52 PM I texted for delivery Wednesday or Thursday of next week. It was to rain on Friday.April 16, 2024 at 11:01 am texted picture of the pad for the container to ********. We talked and she confirmed by text all was good by her logistic team.April 16, 2024 ***** called to deliver the next day. As the pad was prepped, approved and staked off, I agreed to delivery. April 17, 2024 at about 11:23 am Tre was here to deliver the container. Three of us heard Tre mention that it was not on the correct truck, the space was too tight. I attempted to call ******** to see what else we could do. No answer left message, I also called my neighbor to see if ***, could come across his property. No answer.Container was placed *** missed the pad in the front left corner, blocks were put under it but it is not on crush and run w/3" to 4" inches of stone. Tre, cracked front sidewalk as this is how close to the mobile home, trip and fall hazard for all, 84 year old Mother who paid the bill.C-Service sent me an email that there would be a charge for getting the container placed properly. Issue container being level, no its crooked. Need address to send high resolution pics of before, after pics. Pics sent to seller.

  

  Business response

  05/17/2024

  This was resolved. 
  
  The customer's spacing requirements were not adequate for a regular delivery. This caused the container to be dropped partially off of her pad, because of spacing the driver also cracked the customers sidewalk. 
  
  We paid out for the damage to the concrete, and as a gesture of good will offered to pay for the container to be towed into place on the pad. 
  
  There is nothing left to resolve with this order.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Essentially, I ordered a product that was new and one time delivery , it is a storage container. Its a 20 unit. The unit arrived to site damage, dented, and rusted. I contacted the vendor, and they strong armed me in the fact, if I dont accept Delivery, they are going to back charge me for the delivery cost. I do not feel that I received what I paid for, which is a new unit and not a scratch and dent unit

  

  Business response

  02/16/2024

  Dear *******,Thank you for taking the time to share your feedback with us. We understand from your purchase that you selected a "1 trip unit," which, as you may be aware, refers to containers that have journeyed across the sea.These units often bear very minor signs of wear, consistent with the condition of the unit you received.We recognize, however, that the product did not align with your expectations. Following our conversation, we have proceeded to issue a full refund to address your concerns.Should you have any further questions or require additional assistance, please do not hesitate to reach out to us. We are here to help and ensure your satisfaction.Warm regards,*************
  

  Customer response

  02/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Although I was refunded 100%.... I was first given the ultimatum of being stuck with it or playing a costly return fee for a dry-run-shipment.  My expectations for the product BoxHub offers to consumers should be vetted and approved by a BoxHub agent.  BoxHub is selling a product to consumers are damaged.  I'm guessing these come directly from a Port and BoxHub takes first available.   It is a waste of time & money for both parties if the unit(s) arrive damaged.  BoxHub's website displays boxes that are not dented and a misrepresentation of their service/product; Its a facade & is deceptive.  The sales agent was asked by me if I would be receiving a scratch and dent unit and I was assured I would not; however, I did receive a scratch and dent... multiple of them.  When I texted photos and called... I was told someone would get back to me ASAP, and someone did in less that 10 minutes.  This conversation felt like a scripted speech and was status quo tactical operations... The Agent went on to explain, these are ******************* and essentially saying - I get what I get... and if I would like to return it... I would not be refunded the shipping cost which was understandably a large portion of this purchase.  This did not set well, as I previously mentioned, I was assured my unit would not be a scratch & dent.  Worse is, when I  corresponded with the shipping company... they also took photos and shared them with BoxHub prior to taking it... they were instructed the same... "industry standard" & to send it.  This is not a fair tactic to ship a costly item without regard for the consumer's buy-in/approval.  So for the Record - Buyer Beware when it comes to working with BoxHub.  Although is all only opinion, I feel part of my complaint is to ensure other consumers are aware of this transaction/experience with BoxHub... or any **************  I am still in need of this product; sadly, I am left feeling trigger-shy and leery.  If a Conex Agent can't share photos of the Box-iD Tag and its condition on all sides... I will not buy one and suggest other consumers cautiously request this service.

  BoxHub wants to close this case... prior to that, I feel BoxHub should help myself and others understand why BoxHub cannot inspect and share photos with Buyers; and how/why BoxHub would want to disregard the buyer's expectations leading to disappointed customers?

   In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,
  *************************
  
  
  
  
   
  

  

  Business response

  02/28/2024

  We value your feedback and wish to provide a detailed, chronological overview of the journey and inspection process for each container, emphasizing the operational realities that shape our procedures and standards.
  
  Chronological Process Overview:
  
  Sea Journey: Each container begins its journey loaded with cargo, embarking on a voyage across the sea. This phase subjects the container to various elements, including sea water, which can cause wear such as scratches, dents, or rust. Containers can be on the sea for over a year, the lower on the stack they are the more sea water can access the the container, leading to some rust.
  
  Arrival and Unloading at the Destination Port: Upon reaching its destination, the container is offloaded from the ship and placed at the port, by a machine.
  
  Mandatory Port Inspection: Immediately after arrival, the container undergoes a mandatory inspection by port authorities (this is not a Boxhub inspection but a customs and shipping line inspection). This crucial step grades the container based on its condition post-voyage, taking into account any wear from the sea journey.
  
  Stacking and Restacking at the ***********inspection, the container is stacked with others in the port area. It may be restacked several times as part of the port's logistical operations to organize and manage space efficiently, again by a machine. Often being banged, scratched, or dented in the process.
  
  Selection and Classification Confirmation: We specify our requirement for a particular grade (e.g., "one-trip") to the depot, which then confirms the availability of a container that meets our criteria, based on the port's inspection.
  
  Driver Inspection at the Depot: Following this confirmation, our driver arrives at the depot to conduct a thorough inspection of the container. This step verifies that the container's condition aligns with the "one-trip" grade classification provided by the port.
  
  Operational Challenges at the Depot:
  The depot often experiences significant congestion, with wait times ranging from 4 to 6 hours. This congestion is due to the high volume of containers being processed and the lineup of dozens of trucks waiting to access the depot for pick-up or delivery. Given these conditions, it is not reasonable to expect that photos can be taken, sent to customers, and then wait for a confirmation response. Such practices would exacerbate the already lengthy wait times and disrupt the logistical flow of the depot, affecting not only our operations but those of other businesses as well.
  
  Acknowledgment of Container's Wear:
  It's important to understand that the container's journey, including loading, unloading, and exposure to the elements, will lead to physical wear. These conditions are considered during the grading process to ensure the container meets the "one-trip" standard despite its journey.
  
  Conclusion and Commitment to Quality:
  The journey of a shipping container is inherently robust, involving multiple loadings and unloadings, exposure to the elements, and potential for wear such as scratches, dents, or rust is a part of the process. These conditions are an integral part of the container's lifecycle and do not detract from the "one-trip" standard we guarantee.
  
  The container sold to you was indeed a "one-trip" unit, meeting the stringent criteria set forth by both the port's initial inspection and our subsequent verification. Our records and processes confirm this classification. The discrepancy appears to stem from a misunderstanding of what the "one-trip" condition entails, given the rigorous journey these containers endure.
  
  We emphasize that post-delivery issues, such as the one you brought forth are exceptionally rare within our operation, constituting only 1.6% of our total transactions. This statistic underscores the reliability of our grading and inspection process, and it signifies that the issue at hand is not indicative of a systemic problem within our business model.
  
  While we understand your concerns, it's crucial to recognize that the condition of the container upon delivery accurately reflected the "one-trip" grade as verified through our comprehensive inspection process. Our commitment to transparency and quality remains unwavering, and we stand by the integrity of our inspection and grading system.
  
  Please let us know if any further explanation is required.
  
  
  
  

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a storage container from Boxhub. They attempted delivery at night. The driver got stuck when he drove on my neighbors property. I tried to help by shoveling for 4 hours and using my truck to try to help. They left it there for 10 days!!! Each day they told me it would be addressed so I had to take several days off from work. Ow that they removed the box from my neighbor and took it away, they stopped communicating with me. No refund, no reimbursements, no container. They have lied about what they are Ill offer me and have given me nothing.

  

  Business response

  08/17/2023

  This has been refunded in full + we sent an amazon gift card for his trouble.

*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. ↩