User Experience

29.1.2016
„Hi, Ondrej, this is just a heads-up concerning the e-mail I send to your support staff a couple of days ago concerning an issue with my last shipment (which I\'m sure will be sorted out considering my positive experience with you in the past). Many thanks. " Sebastian

29.1.2016
„I have made until now 13 forward shipments on Mailboxde.com to Slovenia. All have been delivered as it was specified in Postage terms. The Consolidation Service by Mailboxde.com is very professional, Economical and they always answer on additional wisher. I just want that Mailboxde.com continue to do so good job. Thank you for now. " Andre, Slovenia

29.1.2016
„all my items had arrived in time, the most honest and integrate mail service that i have been using in the last years. honest, integrate, precise, excellent prices and services. RACCOMANDED" alsafadi

26.1.2016
„why you keep ignoring my email??? pls answer me asap!" Talor

Answer:
Dear Talor, our experience is visible in the pricelist to your country. The usual transit time is 5 - 7 working days (priority, our experience: 7 - 15 working days, not guaranteed). However we will start a claim. I apologize to you for the waiting. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

26.1.2016
„Please get someone who can speak proper English on your support telephone line. Considering most of your users are international user who speaks ENGLISH as the main language.It is frustrating your support line keeps hanging up on me." Kenneth

Answer:
Dear Kenneth, I'm very sorry, we have not heard your voice when you called this afternoon. Can you send me your e-mail to [email protected], please? Sincerely,Ondrej Krabs, Mailboxde.com GmbH

26.1.2016
„where is my order 22310914? I did not received it a while ago...." Talor

20.1.2016
„Hello, i want to know that do you open my package if i ask to consolidate them. Thanky you." Chiara H.

19.1.2016
„Hello, I still haven\'t received the item/the item hasn\'t arrived at my country... Sent by Czech post on 13/01/16 Order 22310914" Talor

15.1.2016
„Perfect service: reasonable price, reliable processing times, flexible approach. Highly recomended. Working with this team is fantastic: between 26.11.2015 and 30.12.2015 they received for me more then 20 packages from EU and sent 15 shipments to Montenegro by DHL and Czech Post without any issue. Great opportunity for shopping in Europe from outside the EU! Thank you." Igor Tolstonozhenko

14.1.2016
„Hello, i want to buy something from a german e-shop who accepts german credit cards only. Is there any service, trasnfering money to make the payment you, instead of me?" Kirlabis

Answer:
Dear Kirlabis, Unfortunately, we dont offer the purchase assistance. Thank you for your understanding. Sincerely,Martina, Mailboxde.com GmbH

6.1.2016
„Dear Ondrej, I want to congratulate you with your excellent entrepeneurship: very good value for money ! Much better than some other parcel forwarding services which are charging much more money for the same service. The website looks a little bit overcrowded with info and might scare off some people, but soon I found that there is a very customer oriented team working behind it trying to please the customer. My package arrived flawlessly. Keep up the good work !" R. Jansen

2.1.2016
„Do you offer this service in other countries?" Talor

24.12.2015
„Hi, I\'ve got a package that was sent by the Czech Post, from October 8th (shipment #22284833). Still didn\'t receive any note about it, and you do not respond to mails for the last 2 weeks. That\'s really not a good way to treat your customers. I\'m still waiting for explanation what is the status of it, and assuming that I will never get the package - what about the insurance and refund for the services?" Omri

Answer:
Dear Omri, Your shipment arrived at the central postal unit in Haifa on 31.12.2015. Due to its size and/or weight it will be forwarded to the Netiv Chen postal unit to be delivered there. We have stopped the cooperation with Czech Post to Israel. I know about this problem and I apologize to you. Our fee was refunded on 17.12.2015. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

22.12.2015
„Hi! What is customs rates for smartwatch?" Ewan

Answer:
Hello, I can recommend this duty calculator: dutycalculator.com. Sincerely, Martina, Mailboxde.com GmbH

14.12.2015
„I have sent a couple emails and they never got any reply. This is my shipment 22298901 tracking number 961200077366. The item was shipped out by your company on 1 Dec and left the Deutsche Post facility on 3 Dec. It has been almost 2 weeks and my item still does not show up on my local post tracking website Singpost.com. I was advised by Deutsche Post to contact my seller to conduct an investigation. I need my item urgently for my upcoming holidays. Can you please kindly advise on this matter? Thank you." Charles Lim

Answer:
Dear Mr. Lim, Your shipment has been delivered on 19. 12. 2015. Did you receive this package, please? I apologize to you for the waiting. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

11.12.2015
„I want to thank you for the service you provide. Everything worked flawlessly, from the fast responce to the mail I send you, to the delivery of my packege. Keep up the good work, and I will surely use your service again in the future." Vassilios Pilatis

11.12.2015
„War am Anfang sehr skeptisch aber habe es ausprobiert. Habe mir 2 Pakete nach Italien weiterleiten zu lassen. Hat super funktioniert, Pakete wurden noch am gleichen Tag weiter verschickt und 2 Tage danach ware sie schon bei mir. Einfach genial!!!" Hannes, Italien

10.12.2015
„I see in the comments that I am not the first client having experienced a delay using the Czech Post. I wouldn\'t have minded using a different carrier but I thought that Ceska Posta was reliable since you use it, however it is not at all. It has been 8 working days since they sent the parcel to Spain and it hasn\'t even showed up yet in the spanish post system, which I find unacceptable. A parcel within Europe shouldn\'t take more than a few days or a week maximum. You shouldn\'t use Czech Post or at least advice that shipping can experience long delays. Lesson learnt. I hope anyway that you do your best to locate my parcel asap." JC

9.12.2015
„Hi! I\'m your customer with Box: 42491‏. I have received 4 packages as follows: Package, 0.43x0.36x0.15 m, 2 kg Package, 0.34x0.4x0.04 m, 1.44 kg Package, 0.37x0.34x0.07 m, 0.96 kg Package, 0.4x0.31x0.31 m, 1.92 kg After paying 10EUR for consildation option and choosing to consolidate these 4 packages I have received the confirmation email. 22301732 Continue Freight: (selected carrier: Deutsche Post Weltpaket - Economy, Insurance up to 70 EUR)48,79 EURChange the carrier Total (shipping + sum of process. fees + box or other costs):54,18 EUR VAT free Received: 9.12.2015 Please check the shipping cost because my package weight is something above 6kg and you invoiced me 12kg shipping costs as per Deutsche Post Economy Welt Packet Price List." Granit

7.12.2015
„buonasera avevo chiesto informazioni su come richiedere l\'invio non separato dei due pacchi da me ricevuti ed in attesa di consolidamento. con una nuova scatola attraverso lo stesso corriere , ma non ho avuto risposta , o almeno non sono stata capita , nel frattempo ho richiesto il consolidamento dei due pacchi , ma risulta sempre collegato , ma separato. spero sia possibile ricreare una nuova spedizione che comprenda i due pacchetti in una sola scatola 4.60 kg 22300868 +9.15 kg 22300832 con lo stesso corriere spetto mail di conferma con nuovo preventivo perche\' l\'altro e\' troppo costoso . saluti Maria " Maria

7.12.2015
„Hallo, erhielt ich eine E-Mail informiert mich, dass ein Paket angekommen, aber mit einem sehr hohen Preis Transport Sie können eine einzelne Lieferung der empfangenen Pakete? grazie " Maria

2.12.2015
„Hi, I received an email informing me that a package arrived but with a very wrong and unreasonable weight - thus , a very high shipping price. I send you an email with a proof of weight yesterday to [email protected] right after I received the email for payment from you. Still didn\'t get any reply back from you though. Can you please help and answer me?" Dor A

Answer:
Hello, We will reweight your shipment, there is probably a mistake. I will let you know within today. Sincerely, Martina, Mailboxde.com GmbH

28.11.2015
„Hi, I just ordered from samsung.de but made a mistake with the address. Their form didnt allow me to enter Mailboxde.com GmbH as the first line. I am trying to contact them to change it but the website is not working. The first line is my name followed by my ID number, will that be enough to get it to you?" zzleezz

Answer:
Dear Sir, No problem, your shipment was received already. Sincerely, Martina, Mailboxde.com GmbH

23.11.2015
„16-11-15 I e-mail Support and asked to replace my e-mail address because I had changed the ESP. After that I stopped receiving any e-mail from Mailboxde. I sent several requests to Support from my new e-mail adsress - no any reply. Today I have checked my account on Mailboxde and found out that there are three more items in the warehouse. I chose one of the items and ordered re-forwarding, and... I have got a confirmation message concerning the reforwarding order to my old e-mail! What is actually going on?" Alexander V.

Answer:
Dear Alexander, We have informed you, however all e-mails are returned as undelivered (The error that the other server returned was: 550 5.1.1 : Recipient address rejected: User unknown in local recipient table). These shipments are uploaded with your old e-mail address. All other activities are connected with your new e-mail address. New shipments will be uploaded with your new registered e-mail as well. Thank you for your understanding. Sincerely, Ondrej, Mailboxde.com GmbH

15.11.2015
„Why can I not just click on Paypal and pay that way, as I can for eBay and other sites. I signed up on Paypal especially to pay you this way." Murray McLachlan

15.11.2015
„I\'ve used this service for the first time and I\'m really impressed with the useful and kind support that helped me very quickly. Also the service is really top notch and fast. Will use it again, thanks! I would definitely update the website design though :)" Sandro A.

4.11.2015
„You guys are awesome! I\'ve never used any other reshipment service because I have no reason to! 6 days to the US through Customs is *amazing*, and you even repackaged my parcel for me without any extra charge. I especially appreciate that you didn\'t open it before repackaging it. That kind of concern for your customer\'s privacy will not go unnoticed. I will be a customer for a long time!" Wesley Cartwright

29.10.2015
„Please answer on my e-mail " Marek K

27.10.2015
„ciao , come faccio a sapere se l\'acquisto effettuato su ebay e in consegna il 26 /10/2015 e\' stato ricevuto al mio indirizzo mailboxde?grazie" Maria

23.10.2015
„Guten Morgen, machte ich eine Gebühr von 10 Euro durch paypal, aber die Kredit Null, Weil ich 10 € bezahlt? kann ich mich informieren? dank Gruß" Maria

Answer:
Guten Tag, das Geld haben wir per PayPal erstattet. Leider können wir diese Gebühren nicht kombinieren. Mit freundlichen Grüßen Ondrej Krabs, Mailboxde.com GmbH

21.10.2015
„My shipment still not back to system. Please check. Now I ready to ship all item only waiting for this shipment back to process." Ekkapol

Answer:
Dear Ekkapol, Your shipments have been exceeded the free storage period. It has been stored in our warehouse over a year. We have contacted you on the 12th of August 2015 asking for making the Forwarding order so we could dispatch it. There was no response from your side so we returned that shipments to the senders in September 2015. The proof of delivery is attached in the e-mail. Sincerely, Martina Shejbalova, Mailboxde.com GmbH

12.10.2015
„My shipment that keep with you is Lost! Please find out for me." Ekkapol

10.10.2015
„I\'ve collected 8 shipment now send to me 5 shipment still with mailboxde 3 shipment but now I lost 1 shipment. **** I still don\'t know why my shipment suddenly lost from you **** Another bose speaker has ship to my place but it broken. Your staff tell me they will claim for me but last contact from them is ask me to claim my side. This very trouble if claim in destination because our post said I have bough insurance from origin. very headace now." Ekkapol

Answer:
Dear Ekkapol, We strongly apologize for the inconvenience. Your shipment has been shipped to another customer by mistake. It will be at our warehouse by tomorrow. As compensation, we refund processing fees back to your credit. UPDATE 22.10.2015: The woman has sent back different shipments. Unfortunately it was not yours. So I made the investigation again and I have found out that we asked you to send that shipment out from our warehouse in August. The free storage period has been exceeded. We have sent that shipments back to the senders in September 2015. We have claimed your package, however it is important to go to the local post office with the damaged shipment and its packaging. The staff of the post office give you a copy of CN 08 form, which we need from you for the claim in our country. It is neccessary to go to the post office in 2 working days from receiving the package (this period may vary by country of delivery). Your postal office can send the inquiry via Internet-Based Inquiry System (IBIS). Please, send me a copy of the CN 08 form. Providing Proof of Loss or Damage (Universal Postal Union) Missing Contents If a claim is filed because some or all of the contents are missing, the addressee must make the mailing container available to the postal service for inspection, including any wrapping, packaging, and any contents that were received. Failure to do so will result in denial of the claim. Proof of Damage If the addressee files the claim, the addressee must make the damaged article and mailing container available to the postal service for inspection, including any wrapping, packaging, and any other contents that were received. If the mailer files the claim, the postal service will notify the addressee by letter to present the damaged article and mailing container to the postal service for inspection, including any wrapping, packaging, and any other contents that were received. Failure to do so will result in denial of the claim. Thank you for your cooperation. Sincerely, Martina Shejbalova, Mailboxde.com GmbH

5.10.2015
„Very fast and reliable service. Already received my items. Surely a service I will use more often in the future." Luis F., Amadora - Portugal

3.10.2015
„The experience has been perfect. It appeared on the Mailboxde website 3 minutes after UPS told me my package had been delivered. One week after my package was safe at home. I would advise against using GEIS for the shipment since their tracking experience is really poor. Will use the service again" Jorge Izquierdo

28.9.2015
„The shipment was forwarded on the same day it had arrived in Mailboxde.com Zittau facility. Shipping and handling prices seem to be reasonable. I selected the insured DHL Weltpacket. In four days, the packet arrived to my address in Finland. Based on this experience I will use this service again." Timo H., Finland

4.9.2015
„I received the address but what line is the street1/2 and what line is the name? How do I add it to eBay?" Afonso Muralha

Answer:
Adding address to eBay.de: Mein eBay > Zusammenfassung > Mitgliedskonto > Adressen > Bevorzugte Lieferadresse > Ändern (or Neue Adressen hinzufügen) > Land oder Region: Deutschland > Name der Kontaktperson: Mailboxde.com GmbH > Straße: Your name, ID .... > to field Strasse (Teil 2) type: Äussere Weberstr. 57 > Postleitzahl: 02763, Ort: Zittau. Do not hesitate to contact us for further details. Sincerely, Ondrej Krabs, Mailboxde.com

3.9.2015
„I have used Mailbox.de in the past, they are very fast and even helped me with some special delivery that needed a high insurance rate. I shipped expensive items with mailboxde to Romania without problems.excellent service." Michael P.

18.8.2015
„Hello , I want to change account to Account for shipping to the EU (private person) because i creat account i depost 10$ and pay 10$ for consolidation , but i do Account for shipping outside the EU , i want to change account to Account for shipping to the EU (private person)‏ , please " Yassine

Answer:
Hello, Ok, it is not a problem. I have just change the type of the account for the private person in EU. Sincerely, Martina Shejbalova, Mailboxde.com

23.7.2015
„I\'ve been using Mailboxde.com for several months now and I\'m very satisfied with both reasonable prices and customer service. My last package has been registered in mailboxde.com system just 15 minutes after being delivered to their warehouse and been sent to me 2 hours later. I highly recommend using their services." Kamil, Warsaw

17.7.2015
„What is the deal with consolidation yearly fee?? I want to consolidate my stuff as it was before per each not on yearly basis.I was not notified of this change so its a kind of trap really. I will not pay yearly fees, no way. This will be our last business." Goran

Answer:
Dear Goran, I can offer the consolidation without our yearly fee for your shipments already received to our warehouse, if you wish. We charge the consolidation fee because of high number of consolidation requests, our colleagues were not able to process them within maximum working hours possible and we were forced to accept new employees only for the consolidation to avoid delays. So after four years of working and exceeding of particular critical amount (e. g. working at night), originally a secondary matter unfortunately became also unprofitable. That is why we decided to establish an annual fee to maintain or even improve the level of our service. Sincerely, Ondrej Krabs, Mailboxde.com

16.7.2015
„Mi primera experiencia con vosotros ha sido todo un exito. En 10 dias el paquete en casa. Precios muy buenos. 100% Recomendable. Mi experiencia con vosotros solo ha hecho que empezar. Un Saludo" David R.

15.7.2015
„website looks prehistoric, it\'s not intuitive, not splitted into so called \"steps\" that you can follow. You are well known in Poland due to forums facebook groups etc but believe me if you ever have competition with better GUI i will choose them :) fingers crossed for you to change it" Michal

28.6.2015
„Great and fast service ! Highly recommended !" Antonio B

22.6.2015
„5 días laborables han tardado, perfecto servicio, volvería a utilizarlo." Sabadell

22.6.2015
„Great company! fast service and very reliable! highly recommended, thank you !!!" Mark Alberda, Amsterdam

18.6.2015
„Some problems because of a bad labeled package. Properly solved, good job." Juanan D., Euskal Herria

18.6.2015
„I wonder how long does it usually take to register package in your system? I have info from DHL Shipment tracking that you receive the package today at 11.30 am." Kamil Dąbrowski

Answer:
Dear Mr. Dąbrowski, All shipments are processed the same working day. However, this may take several hours. Thank you for your understanding. Sincerely, Ondrej Krabs, Mailboxde.com

17.6.2015
„I can\'t send my package, I says \"Insufficient credit, shipment can not be sent now. Please recharge your credit. Thank you.\" Do I need to inset some credits? I left corner, where it says \"Credits: 0,00 EUR (Recharge)\"?" Simon

Answer:
Dear Simon, When you choose the carier and the price, you recharge the credit. You do it by clicking the "Recharge" button in the left side under the main panel. When is your credit recharged, you go to the list of shipping options again, you choose one of the carrier, confirm it and fill in the Forwarding order. When you do it correctly, the shipment moves from the Received shipment section to the Ready to send section. At this moment we dont need any further actions from you nad we will send it out. Sincerely, Ondrej Krabs, Mailboxde.com

15.6.2015
„Write the adress like: Mailboxde.com e.K.
Phone number
My name and ID. number
The fake adress
Germany
My own adress
Zittau 02XXX
Is that correct? I\'m afraid the package don\'t get to you guys.." Simon W. Larsen

Answer:
Dear Mr. Larsen, The consignment should come, but I do not understand the line with "fake address". Can you contact me via e-mail? Sincerely, Ondrej Krabs, Mailboxde.com

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