Reply from Mailboxixchange
[REPLY]
- Reviews (120)
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- Eric Jones
- 1 Review
Terrible return policy: You pay for their shipping and whatever other charges they can think of
I purchased a mailbox from mailboxixchange.com, opened it, realized it was way too large for the installation site, and then had a shipping company repackage it the next day in its original box less the clear plastic bag it had come in (which I had inadvertently torn). This is the email I received about a week later:
"Our warehouse received your return, but unfortunately this was not received in new condition. I have attached photos of the mailbox showing where it has been scratched. Our warehouse has agreed to accept the return back, however there will be a 30% restocking fee ($83.40) deducted from your credit." That's in addition to the $30 the company charged me for their original shipping costs and the $20 it cost me to ship back.
I did not scratch the mailbox, though in the photo the company rep attached it does appear slightly scratched on the back. Not sure when or where this occurred, nor are they, but they know who to charge: me, the person whose money they still happen to have in hand, 2 weeks after they received the mailbox.
Like night compared to Amazon or Zappos's day. Will never do business with another small-fry internet retailer again.
Update: Very nice customer service rep told me she would look into whether the package was damaged in shipment and later told me warehouse is claiming it wasn't. Company refuses to refund me any more than $130 on a $250 purchase (I've yet to be refunded anything.) Rep is suggesting I pursue a claim with the Mailboxes Etc who boxed it for shipment but of course I have no evidence they scratched it, and that's exactly what Mailboxes told me. Really terrible experience. I've certainly learned my lesson about only using reputable and trusted internet retailers.
Reply from mailboxixchange.com
We apologize for any inconveniences this may have caused you, and appreciate your patience and understanding.
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- Theresa Osborne
- Washington, US
- 1 Review
Company refusing to accept return under their "hassle free" return policy, deceptive information on SLOW timing of delivery
I purchased mailboxes from this company because of their promises of customer service, fast, free shipping, and hassle free returns. Their on line chat claimed that one mailbox would take two weeks, but in fact it is still not here and I am told it will be shipped 5 weeks after I ordered it! When I called to process a return, I was told that the mailbox I had ordered was not returnable, and that this is shown on their website. I informed the customer service representative that this is not the case -- on the contrary, the website indicates that it is returnable, and indeed that the on line chat person told me so as well before I ordered it. I first called to arrange the return on December 28th, and today, 4 days later, I still have not received confirmation. I am told that the manager will return tomorrow, but I am sending it all back with documentation of my efforts. What a pathetic excuse for an on line merchant!
Reply from mailboxixchange.com
We are processing your return and you should receive that information within 24-48 hours. We appreciate your patience.
Thank you.
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- Will Pfau
- San Diego, US
- 1 Review
Great Product! Unexpected Next Day Delivery!
Purchased a Greg Hentzi copper mailbox. The product is perfect and even better than expected. We were a bit concerned the mailbox would be a bit to flashy for our tastes, but we have found it to be just right. A high quality product that looks as if it has been there for a number of years. Fits in perfectly with the neighborhood and we constitantly receive comments about the uniqueness and how good it looks. With most other homes having the traditional black mailbox, ours really stands out. Very pleased...
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- Sobia Ahmed
- Houston, US
- 1 Review
EXtremely slow delivery have been 20 days still no delivery of mailbox.
There was no plaque involved. Nothing special . It still has not reached me.Dissapointed with service.
Reply from mailboxixchange.com
Thank you for your purchase and review. The item is noted on our site with:
Ships Within:
2 Weeks (Custom Made)
We do apologize for the additional time involved in your order during this busy time of year and are pushing to have the item shipped ASAP.
Thank you.
- George Hernandez
- 1 Review
It looks even better in reality than online
Timely delivery, very nice quality.
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- R. Ranger
- 1 Review
Great box!
Arrived sooner than expected, Undamaged. Well built, easy to install, and best looking box on the street. Heavy storm and everything dry.
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- Theresa Seaquist
- 1 Review
Mailbox looks great
The mailbox looks great - my only issue would be that the platform it screwed into, which had the exact width, had to be trimmed down because the mailbox would not fit due to the rivets used to secure the cover to the mailbox.
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- Peter Lange
- Carnation, US
- 1 Review
Great service and a great price!
I did a fair amount of research trying to find just the right locking mailbox for our house. Mailboxixchange.com was both informative and priced well. Once I ordered I received several email updates and my new mailbox arrived promptly as promised. I have already recommended them to my neighbors.
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- Sherry Sullivan
- Wonder Lake, US
- 1 Review
Great Value, Great Buying experience!
To find a mailbox that opens both front and rear is rare, but I found the perfect mailbox. It's metal, not plastic and the price was well worth this mailbox. It came in less than a week of ordering. My client is very pleased with his purchase since he was trying to find one that would allow him to have a safer way to get his mail (his mailbox is on a very busy roadway and has poor visibility). I ordered numbers for both sides and when these didn't come with the order, I phoned and was told these came from a different company and that they would track the order. Within minutes, they sent me the tracking number and I know that they are on the way. Thank you to their customer service!! I will do business with this company again!
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- Bobbie Kelly
- North Wildwood, US
- 1 Review
My order fell in a Black Hole!
My credit card has been billed $1400+ but the promised delivery date passed two days ago and the web site tracking system says
"no order found." How worried should I be?
Reply from mailboxixchange.com
Thank you for your purchase and review. We see that you placed your cluster mailbox order on 10.3.12. Our site indicates that customized engraving takes 2-3 weeks for processing and because your order requested engraving the lead time was accurate. However, I show that your order shipped 10.10.12, which is 1 week ahead of schedule. The estimated delivery date is 10.15.12 and we have sent you your tracking.
Would you please consider revising your review based on these updates?
Thank you again for your purchase and patience.
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- Mara M Rankin
- Miami, US
- 1 Review
Wonderful!
Wonderful quality & great design. Received my mailbox sooner than expected.
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- Joseph Kapanoske
- New Milford, US
- 1 Review
EXTREMELY SATISFIED WITH THIS PRODUCT!
I recently ordered a mail box on line and have installed it. It was manufactured in my home state MI and as most people know, MI has severe unemployment. The mail box is of top quality and your company customized it to my exact request. The superior quality of this product could not be purchased in the "Big Box" stores.
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- Annette Scott
- 1 Review
It was more beautiful than I expected!!!
I loved it and I even caught the mailman staring at it for a long time with a smile on his face.
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- Dr. Andrea L.
- 1 Review
Vapid customer service!
It has been two months and I STILL have not received my order. First, they sent it to the wrong address. It was returned to them and they wanted to charge me again for shipping; I paid again and they sent it to the incorrect address AGAIN. It is two months and I'm still waiting for my order! Also, they constantly address me as "Mr. Dr. Andrea ______" This is not a big deal, but it points to their vapid customer service and poor customer relations.
Reply from mailboxixchange.com
*REMOVED FOR PRIVACY/SENT TO YOU VIA EMAIL
The tracking shows this cleared customs on 9-18-2012, and you should be receiving your shipment in the next few business days.
We do apologize the incorrect prefix was on your order, this has been updated.
Please let us know if we can assist you further. Have a good day.
- Veronica
- 1 Review
This mailbox fits nicely into our rural setting!
I like the looks, the sturdy build and the magnetic closure. However. I was disappointed to learn that it was made in China.
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- Dennis
- 1 Review
Great looking mailbox
The mailbox is very nice and will loook wonderfull on the house.
Thank You
- viki
- 1 Review
exactly what i ordered and needed,
go check if they have what u need.
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- Diane
- 1 Review
Still haven't received my order.
I really can't say much about this company. Except I ordered my mailbox over a week ago and thought I would have it by now.
Reply from mailboxixchange.com
Thank you for your mailbox purchase. This item takes approx. 2-3 weeks to manufacture and then approx. 1-2 days for transit. We are still processing your order and will promptly email you a UPS tracking# when the item leaves our Michigan facility.
Have a great week and please consider revising your review upon receipt.
Thank you again!
- robert
- 1 Review
I was satisfied but ............
I was very happy with the service and the product that I ordered. One minor glitch. The nuts that were sent to attach the mailbox to the cross member were not correct. What was sent was cap nuts which didn't allow me to tighten the unit completely. I had to go out and find the correct nuts in order to attach the mailbox. Also I did not receive the end caps to cover the nuts. Minor issue but annoying. However; I would still recommend you to a friend.
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- Steven
- 1 Review
lack of communication
I e-mailed on 9/14 to find out the status of my order and have yet to received a reply. Order #98826
Reply from mailboxixchange.com
Thank you for your purchase. Your order is scheduled to ship on 9-24-2012. Due to the color chosen, this does add to the lead time. We will email the tracking once it is available.
Have a great day!
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- Ali Amirteymour
- Transylvania, US
- 1 Review
Customer service is lagging in response to return inquiry
It would be nice for a person to follow up on e-mails. After all a job of customer service is to take care of customers.
Reply from mailboxixchange.com
Thank you for contacting our staff regarding the status of your return/credit. We do see that a contact was made on Friday at 10pm. Because this request was "after hours" we were not able to begin assisting until this morning when we opened. A customer service associate is assisting and does understand the priority. You should receive a response in 24 hours or less.
Thank you.
- Susan
- 1 Review
Easy ordering & quick delivery
This was the 2nd order I've placed through Mailboxixchange, both were good experiences. Products arrived quickly and as described.
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- Al
- 1 Review
Lousy delivery
I ordered the mail box on 2nd Sept by sending a personal check as of today 15 Sept I have not received my mail box although the ground transportation as advertize is only 5 days.
Reply from mailboxixchange.com
Have a great day!
- Roger
- 1 Review
arrived in great time.
Order arrived in a very short time and product was just what I ordered.
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- Jayne
- 1 Review
So beautiful, love it.
I wish it had come with a system to attach it to our post but I do realize there are many different post sizes, types etc.
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- Joy
- 1 Review
I was expecting a lot more from a $350 mailbox!
Maybe I'm wrong but this mailbox does not look or feel like it is worth $350. The main thing that is wrong with it is the lock. The keys were stuck in the lock when it arrived. I couldn't get them out. When My husband got home he was able to remove them but there is a really loud clunking sound when you turn the key to lock or unlock and I can't even turn it. The way it works is that there is a slot where this metal hook goes in. Everything about it looks so cheap! I can't believe someone didn't test this to see if the lock worked before it was sent out!!!
Reply from mailboxixchange.com
Thank you for your purchase and review. Although, we have no intentions of sending faulty product this situation can occur in the normal process of manufacturing. We are going to have the manager of customer service contact you regarding the issue to work towards a sensible resolution.
Thank you for your patience.
- Upset
- 1 Review
Don't use
Mailbox was shipped with a manufacturing defect. I contacted the service representative who asked that I e-mail photos of the problem. I did this immediately and was promised a response in 24 hours. Seven days later and three e-mails from me I was told they would issue a tag to recall the product- still no response on when or how. I finally installed what was shipped since there was no timely resolution.
Mailboxixchange has poor customer service and I wouldn't use again.
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- Brenda Peppers
- 1 Review
High quality products and very good customer service.
High quality products and very good customer service. Customer service reps are very helpful and patience. I love my burgundy mailbox. I will and have recommend Mailboxixchange to family and friends.
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- Douglas
- 1 Review
Exceeded my expectations
Mine was a difficult order and they worked with me to fill it. Thanks for the service and a great, great product
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- Valerie Dolese
- Greeneville, US
- 1 Review
Exceeded expectations
Representative that worked with us - placing order - went above and beyond - absolutely would recommend - product excellent -extremely satisfied -
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- Gary
- 1 Review
Very pleased.
I was very pleased with the selection, ease of ordering, and fast delivery. I am very happy with the product that I purchased and would definitely recommend and make future purchases from this company.
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- Janice
- 1 Review
Love my new mailbox.
Mailbox and house numbers are sturdy and beautiful to look at.
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- Michael Qualizza
- 1 Review
Mailbox was fine but Mayne post is a piece of junk
Like I said Mayne post is junk. What you call a full kit is far from it. You have to modify the post and but your own bolts to attached mailbox. My post moved 3 or 4in in each direction and yes sold 4x4 wood post is straight and does not move. Very disappointed would never purchase anything from your company again. Mike
Reply from mailboxixchange.com
We appreciate your business and for taking the time to express your thoughts. Your return request is being handled promptly by our Customer Service staff and we apologize that you were not happy with the post. This is a vinyl product and does require installation over a 4x4 post. Additionally, this package is very popular and we have not yet experienced this complaint. If you are interested in swapping out the Mayne post for a Whitehall Products matching post, please let our staff know.
Thank you.
- Andy Nash
- 1 Review
Best customer service ever
Fine product, quick shipping, excellent customer service, quick, helpful responses to all queries that arose about the order.
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- Diann
- 1 Review
Coolest Mailbox Ever
I order my mailbox and house numbers with instructions not to arrive before a certain date. My instructions were followed perfectly and I love my product.
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- Patricia
- 1 Review
Have not yet received our product!
I would love to write a review. This is the second time you have asked but I will need to receive my product first. I wish delivery was as fast as your opinion request. Thank you!
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Have a great day!
- jami
- 1 Review
Twenty Bucks Less Than Lowe's!!!
I found the mailbox I wanted at Lowe's online and during check out, I saw they did not ship that item. I used the model number to do a google shopping search and found Mailboxixchange had the same mailbox for $20 less than Lowe's and they would, of course, ship the item. I got my invoice right away, got my mailbox right away, packed well - no dents, perfect. Great shopping.
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- Diane Lackey
- 1 Review
Everything was perfect and arrived on time except the lettering which I paid significantly for and have yet to receive.. According to customer support I was supposed to Reece
Lettering was promised last week and tomorrow is Friday of this week and still haven't received. Mailbox and post are perfect just as described. Disappointed in delay of lettering
Reply from mailboxixchange.com
Our customer service department is working on your request and you should be hearing from them if you haven't already.
Thank you for your purchase and review.
- Michael
- 1 Review
Sloooooooooooow
Maybe I'm used to larger online companies when it comes to ordering merchandise. Mailbox Exchange was, in my opinion, very slow in in the order processing and shipment of my mailbox. The site did not let me track the status of the order and they didn't let me know the we're shipping direct from the manufacture.Bottom line, it took six business days to finally get confirmation the order shipped and then a another 4 days to recieve it. It would have been helpful to know current stock inventory at time of ordering so tha t expectations are known up front. Make sure you plan out weeks in advance for your mail box replacement project.
Disappointed in PA.
Reply from mailboxixchange.com
Thank you for your purchase and review. Your order was placed on Thursday, Aug-30 at 6pm, but our warehouse was closed at that time. Your order went into production on Friday, Aug-31, which was the day before a holiday weekend. Most businesses, including our warehouses, are closed during this time. Your order shipped on Tuesday, Sept-4, which was the first business day after the holiday. Our site states that the item ships in approx. 2 business days and we were within this time frame. Further, we also post that shipping time frames are estimated between 1-5 business days, depending on where you live and based on the arrival date of Monday, Sept-5 we were also within that time frame.
In regards to communication, we show you contacted for status on Labor Day and we responded to you the next day with the lead time. Additionally, you contacted us on Wednesday, Sept-5 and we promptly provided tracking that same day. We appreciate your patience and understanding of shipment and delivery times especially those around holidays.
Customer Service | Mailboxixchange.com
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- Pattie S. Christensen-Ellis
- Sandy, US
- 1 Review
Great Company
Mailbox arrived right on time. Installation instructions were great. Good job
