ComplaintsforGBE Packaging

• Initial Complaint

  05/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order and waited couple days and no response . After reaching out to them and being told order was on back order we received an email and this is what it said .We found you have an order pending in our system during a recent upgrade. We have two new larger main suppliers that have a better record of product availability. We went to issue a refund to you but the order has been pending too long a time and we cannot issue a refund on this card. I was not sure if you would still need this product so I will issue a gift certificate for the amount of $368.84 We were then told they have new supplier and would send us order to order again . Once we tried claiming this credit we got ignored and answering machines .They can take your order but nobody to help with fixing their false claims .We called and emailed multiple times given more broken promises . We talked to another person today saying they are a 3rd party answering service more run around . This company is a scam their website is down when you call and says to call back during business Hours . Don't get caught in their lies and scamming . Save the Bs reply as your excuses don't hold water .

  Business response

  06/17/2024

  We apologize for this miscommunication. We would like to get this issue resolved for you asap. Please let me explain what may have happened with this order. We were having supply issues during most of last year into this year and we have replaced our main suppliers now and orders are moving very quickly now. Yes we too have had a shortage of customer service reps and for a period of time we tried to rely on an answering service to fill in but that just did not seem to work very well. We have now added customer service reps and have new suppliers that are happy to provide good quality packaging supplies to distributors like us.

  I have sent 3 emails in response to this order and I am waiting for a reply. We could not issue a refund to the card used as too much time has expired since the charge. We did issue a gift certificate in April for the full order amount that they can place a new order at their convenience or we have the option to offer a full refund via PayPal , we just need a a valid email from them so we can send the refund.
  

  You business is very important to us and I would like to fix this issue for you please respond to my emails or feel free to place a new order and we will get this shipped asap. 
  

  In business we are all partners! We have been the low price leader on the web since 1998 and we are growing now to serve you all better. 

   

• Initial Complaint

  10/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On September 7th, we ordered $1,475.30 worth of items from GBE packaging. We were told that it would take less than 2 weeks to recieve. When the items never showed up, we started calling. Every time we called (3 different occasions) the automated line said that their call volume was high and we needed to call back. Instead of doing that we pressed the extension for sales and explained the issue. Each time they took are number and promised that someone would call us back. No one ever called back and we never recieved what we ordered. We we forced to order from another company. We are a non profit that serves children in ****** care - we just want our money back so we can serve more children in care. Please help us resolve!!

  Business response

  10/12/2023

  We apologize for the way this order was handled. We ship hundreds of orders each week and 98% of them are shipped the same day or next business day. We are working on adding additional customer service reps so we can answer all calls but at this time we are short ***'s. No way around that. It appears no one needs a job or wants a job. Not sure which?

  We apologize for this entire situation. Product was on back order and once it became available our new *** sent an email asking if the customer still wants the product but no reply was received from that email. Looking back the order should have been shipped asap but the *** was new and thought he should check with you before shipping. He did not understand that during Covid many orders were delayed and many customers were patient and waited for their order to ship in the order received but asap.  
  

  
  We do have a serious personnel shortage we are working to correct asap so I apologize if you called and could not get thru. I cant seem to hire anyone at this time for any salary! Never have seen this in my life until now. I apologize again for any inconvenience. Normally we had very few back orders but after Covid we have not returned to 100% or even 95%availability for all products and some products are showing increasing signs of shortages again.
  
  This is not how we want to operate and again apologize. If we can do anything to win back your business please let me know.
  
  I have issued a full refund for this order. 

  While current situations may limit how many employee's we can find, we are still the low price leader on the web since **** and will continue to deliver the lowest prices. It has taken 25 years to get to this level and its valued customers like you that made this all possible and we will never stop working to save you money. 
  

   

  
  
  
  

  
  

• Initial Complaint

  07/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On June 12th I submitted an order from GBE Packaging. I received an order confirmation but no follow up on shipment status for the next week. After attempting to find out a status via the order confirmation section on the *** website, the comments section listed the item as discontinued. Repeated emails and phone calls went unanswered. As of July 4th they have yet to provide an update, status, delivery or a refund for the item.

  Business response

  07/18/2023

  We would like to apologize for this matter. Customer had placed an order and it was for a product that was being discontinued. After careful investigation it appears this was an issue of coding that was only half removed from the site and it caused the site to accept the order and not complete the order process and it just hung in our system. We apologize that we also did not find this and act on it quicker. Order has been cancelled and refunded. We are experiencing a personnel shortage currently and are short some customer service reps that we normally have available daily. We are actively looking for additional customer service reps to get us back up to speed. We will be offering our customer a discount code for any future purchases. We know this does not excuse poor service and please know we are working hard to make sure this does not happen again. We have been a low price leader since 1998.    

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