User Experience

12.12.2018
„Muy buen servicio, muy contento. Sorprendentemente rapido y eficaz.“ Jose M. , Barcelona, España

11.12.2018
„hola tengo un paquete que no puedo pagar el envio por no tener id de iva he creado otro buzon como se puede relacionar para poder pagar el envio y mandar el paquete box: 95725 y donde esta el paquete es en el box: 91378 y el nº de envio entrante 22656545 gracias“ teresa lu

Answer:
Dear Teresa Lu, my colleague will contact you via e-mail. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

10.12.2018
„ottimo servizio, bravi.“ Franco P. Cuccaro Vetere

10.12.2018
„Desde el 30 de noviembre mi pedido está en su almacén y todavía no ha salido la verdad es que es un poco frustrante pues he visto que pedidos como el mío de un robot cocina mcc les ha llegado ya. Yo he seguido todos los pasos y rápido , porque me urge. No voy a poder dar buenas opiniones. Si tenía miedo usar el sistema de envío.“ Nieves

Answer:
Dear Sir or Madam, I strongly apologize to you for the mistake, the stronger packaging was not processed correctly in our system, I have released the shipment now. Our fee for the stronger packaging has been removed. You can confirm the shipment now. Do not hesitate to contact us for further details. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

10.12.2018
„ciao, o usato mailboxde sono soddisfatto. Vorrei un aiutino: se ordino 2 articoli e li mandano separatamente a mailboxde, Voi potete unirli in un solo pacco , per pagare una sola spedizione? Grazie“ Franco P. Cuccaro Vetere

Answer:
Hello, shipment consolidation is a paid service and it costs 12.50 Euros for 12 months from its payment. You buy this service by clicking on „Buy consolidation for 1 year“ button and then you will be able to see on your account the button „Consolidate all shipments“. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

7.12.2018
„Hello During the registration, I accidentally indicated the wrong type of user: Company registered in the EU But I am not a company and I need the type of user: Account for shipments to the EU (private person) I understand perfectly that I am wrong At the moment I can not change the type of user. Because of this, I can not reload the account because I do not have VAT ID. How can I change the type of User in my account? Thanks for understanding Best regards“ teresa lu

5.12.2018
„I just wonder how long it takes for you to process a package. My DHL tracking says that the package was delivered to your warehouse and accepted by your employee at 11:07 but the package is still not in my Mailboxde account. I also sent you an email but no response. Kind Regards“ Tine, Slovenia

Answer:
Dear Tine, The goal is to offer you the possibility of shipping the same day when the shipment arrives at the warehouse in Germany. Some days before Christmas there was a delay. However, your shipment was uploaded the same day. Have a nice day! Sincerely, Ondrej Krabs, Mailboxde.com GmbH

30.11.2018
„My registered package 22630420 is lost.“ mailboxde user

Answer:

Dear Sir, I would like to ask you if you have received your shipment last week? I apologize to you for the waiting. Thank you. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

27.11.2018
„It has been my first shipment with them and in my case there is only one word to describe it: AWESOME! It was a shipment to Belgium, it took less than 1 week to have it at home. The transaction was smooth and they provided a very accurate tracking information. I will use their services again if needed, no doubt on that. Thank you mailboxde!“ Roberto Rodriguez Ramos (Spain)

18.11.2018
„Hi Ondrej and team, big fan of your service! But lately I keep running into websites where I cannot enter a secondary address (for my Mailboxde ID number), so have always gotten stuck with just specifying Äußere Weberstr. 57 at best. The auto-fill on these websites likes "Äußere Weberstr. 57" but does not like it when I try to add my ID number. So as a result, I've had a number of mail (mostly letters in envelopes, not packages) that were returned to sender (and the sender notified me via email). I have asked them to carefully add my ID number and resend the mail but many times they are unable to or decided not to respond to me. Are you still rejecting mails that do not have ID numbers? Unfortunately there's nothing to track at this point since the envelope is no longer at your warehouse. Any tips for one of those websites where they auto-fill the address but allows nothing else to be added, or perhaps you can offer a separate service where you would accept ANY envelopes without ID number (and we as customer would email you to claim the envelope? For a small fee?) Please help - I'm sure others may be in the same boat. Thanks!“ James W.

Answer:
Dear James, Thank you for your feedback. Actually, we dont send back shipments, which miss the ID number. We just send back shipments, which are here at the warehouse 70 days and longer. If there is not your ID number but there is your name, we can recognize your account and we add it. If there is not your ID number and also your name is missing, we dont know for who it is and we direct it into the unidentified shipments section, where shipments are 70 days. After 70 days we send it back because the free storage period is over. I am sorry you have some shipments returned and I hope that you can manage next time to have it all correct. Sincerely, Martina, Mailboxde.com GmbH

15.11.2018
„Up until now I've used about 10 times the service from Mailbox.de. All in all really satisfied. Fair prices, fast and reliable service, nothing to complain. Thumbs up guys, maintain the quality now that it's at satisfied levels.“ David K

15.11.2018
„Hi Ondrej and team, big fan of your service! But lately I keep running into websites where I cannot enter a secondary address (for my Mailboxde ID number), so have always gotten stuck with just specifying Äußere Weberstr. 57 at best. The auto-fill on these websites likes "Äußere Weberstr. 57" but does not like it when I try to add my ID number. So as a result, I've had a number of mail (mostly letters in envelopes, not packages) that were returned to sender (and the sender notified me via email). I have asked them to carefully add my ID number and resend the mail but many times they are unable to or decided not to respond to me. Are you still rejecting mails that do not have ID numbers? Unfortunately there's nothing to track at this point since the envelope is no longer at your warehouse. Any tips for one of those websites where they auto-fill the address but allows nothing else to be added, or perhaps you can offer a separate service where you would accept ANY envelopes without ID number (and we as customer would email you to claim the envelope? For a small fee?) Please help - I'm sure others may be in the same boat. Thanks!“ James W.

9.11.2018
„Hello During registration, I accidentally indicated the wrong type of user : Company registred in the EU But I'm not a company , and need the type of user : Account for shipping to the EU (private person) I fully understand that I made a mistake. At the moment I can not change the type of user. Because of this, I can not do recharge of the account because I has no VAT ID. How can I change the type of User in my account ? Thank you for understanding Best Regards U.Yarotski“ Uladzislau Yarotski

Answer:
Dear Mr. Yarotski, Your question was answered via e-mail. Have a nice day! Sincerely, Ondrej Krabs, Mailboxde.com GmbH

4.11.2018
„Everything was super fast, professional and the way that is described on the website. Forwarding to Poland. They got the package, the same day they sent me an email, I paid the fee (the same as calculated before in the calculator) and the next day they forwarded it my way. I recommend this service!“ Marcin

15.10.2018
„Using mailboxde.com frequently since years and everything works well. I can recommend this service! Thank you.“ Josef S. OR-Team Switzerland

13.10.2018
„Used the service to forward a product only sold in Germany. Extremely straightforward, understandable and very reasonably priced. Customer support was helpful, very fast (same or at the latest next working day responses in my case) and pleasant. If I ever need to forward something from Germany, I now know where to turn.“ NT

11.10.2018
„How do i terminate my account? Can't seem to find an option to do that. Appreciate all the help on this issue. Thank you.“ Daniel

Answer:
Dear Daniel, Just send us an email from your registered address, we will cancel your account. Thank you. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

11.10.2018
„Hi, my package has been received by mailboxde but it says i would require a power of attorney letter to send my package over? What is it for? Is there any way to send my package without it? Am quite concerned. Thank you.“ Daniel

Answer:
Dear Daniel, The reason why we need the power of attorney document from you is that the address details are missing the company name Mailboxde.com GmbH. Sign in to your account, click on My Account and upload this completed and signed document. The sending of power of attorney is one-off and is valid for all other shipments. You can upload your power of attorney within 7 days at the latest. The system will allow confirmation of this particular shipment after uploading the power of attorney. Sincerely, Jan, Mailboxde.com GmbH

10.10.2018
„Hi, I've been happy using your services. I have a question about the Stronger packaging (5,00 EUR) Individual Request. How does this work? Is the item removed from the original packaging material (e.g. the original envelope or amazon.com cardboard box that arrives to you) and placed in a stronger packaging box? Or, is the package that arrives to you placed in a bigger stronger packaging? Best“ Steven L.

Answer:
Dear Steven, Thank you for your feedback. Yes, the shipment that arrives is placed in a bigger stronger packaging. Do not hesitate to contact me for further details. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

21.9.2018
„Overall a great experience using Mailboxde.com 8/10 10 shipments arrived without a hitch and got consolidated within a day after my request went out. The package arrived with everything I ordered in it undamaged (Germany to the Netherlands). Small things can always be improved though. -The helpdesk was really quick to respond, but I think some of my questions could've already been answered in the F.A.Q. if that contained more information. -I am, like probably the employees of Mailboxde.com, not an english native speaker, but this was the first time when contacting a helpdesk I really wasn't sure if the employee completely understood what I was asking and the answers seemed a bit vague. Maybe some mandatory english lessons? -The website isn't always to clear, when you're logged in, either. Again, more information (and a clearer design) would be nice.“ Wouter van R, The Netherlands

21.9.2018
„it's second time i'm using this service for last 3 years. both times - very pleasant transactions. if i have questions - the girl from the customer service (sorry, didnt got your name) was very helpful and understanding. my rate is 10/10. keep going and thanks!“ Sergiu T.

21.9.2018
„I was not able to receive a tree from Germany thanks to you it was so easy and cheap I regret I did not used before ! All was so easy to use , assistance from you in real time and all worked perfectly ! Really satisfied !“ Angelo B Siena Italy

10.9.2018
„I'm happy to report that my package has made it safely to my house in the US! Everything looks great! I'm so thankful for your services. I can't wait to use you again soon!“ Crystal

15.8.2018
„Hi, I can not recharge by using Paypal. When i tried to log in, its shows the page is not working.“ Luk

Answer:
Dear Luk, I do not know the reason. Can you try to use another internet browser, please? Sincerely, Ondrej Krabs, Mailboxde.com GmbH

13.8.2018
„Would like to tell you that I haven't received the tracking number for my shipment, Shipment nr: 22608993, Box: 83662. Could you please email it to me? Kind regards“ Soren, DK

Answer:
Dear Soren, The e-mail with your tracking number was forwarded once again. Have a nice day! Sincerely, Ondrej Krabs, Mailboxde.com GmbH

27.7.2018
„I am really disappointed why Mailbox did refund my money and send the package I received back to the sender. They said I have to verificate ID instead of letting me do it. They just instantly send it back like completly retards. Bad service Use an other packet forwarder“ Andre

Answer:
Dear Sir, You can upload your power of attorney within 7 days at the latest if the address of the recipient is inadequate and the name of our company is missing. The power of attorney may only be sent by the account holder. The shipment has been shipped after 10 days at our expense back. You can withdraw from the contract and return the item within a period of at least 14 days without giving a reason. The seller is obliged to return your money. For these reasons, we can not wait longer. Thank you for your understanding. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

27.7.2018
„Literally it was so fluent, will be using again in future.“ Olli Kyllönen

21.7.2018
„Hi I pay for all services through PayPal. Do I need to confirm my identity?“ Alexey Shishov

20.7.2018
„Amazing service, awesome support and great experience. Really fast delivery, great shipping price and the package was handeled good. Would definetly reccomend and will definetly use ypur service again.“ Luka Godec

9.7.2018
„User beware- Red tape, hidden processes, costs, difficult to understand, stressful dealing with them. Unreasonable requirements like Power of Attorney if parcel not addressed to Mailboxde.com GmbH. Cause great inconvenience to all parties. Very strict and bureaucratic. Use another mail forwarder if you can help it.“ Angry user

Answer:
Dear Customer, The situation with your account is not indifferent to me. In the beginning of the business, we have proceeded quite differently. Similar steps were not necessary. Unfortunately, the security situation on the Internet has changed for 10 years. I am bound by the confidentiality of the Postal Law, and I can not answer publicly to your case. But even so - what would you do in my place? I'm happy for any constructive response from any customer. I can offer you a discount on every shipment if we can jointly remove this bureaucracy. German officials are very strict and we are controlled very often by German authorities. Yours faithfully, Ondrej Krabs, Mailboxde.com GmbH

8.6.2018
„Brilliant service which absolutely fits my needs of getting goods in Germany through to New Zealand with no hassle. Have used 5+ times with no issue and quick service. Will continue to use!! Thank you“ Ella

7.6.2018
„Absolutely great service! Thank you so much for making my life easier.“ Jiri F.

5.6.2018
„My first time using a forwarding company and it went really smooth! The service was top notch, an email arrived as soon as my package was delivered and it was shipped to me within the hour! The service fees are very accommodating and there's no hidden fees and such. I'm very pleased and I certainly recommend mailboxde.“ Renaldo Rasa, Durres AL

1.6.2018
„Easily the best forwarding service I've ever used! A variety of options to arrange the shipments or reduce the costs. Excellent support staff. Package delivered promptly. Thank you very much!“ Mehmet

28.5.2018
„My package came safely to Croatia today. Something was weird with a forwarder, Czech post - it took it two full weeks to appear which is way too long and I was worried. I must thank mailboxde for professional support. Keep up the good job!“ Danijela

25.5.2018
„Customer service is very responsive, friendly and patient even with people like myself :) Only downside was missing the 2pm cutoff date by 6 minutes which delayed my package from Friday to Monday (also courtesy of German public holidays). I think my only suggestion would be to maybe mention that more clearly on more steps. My package was ready at 13:45 but not knowing the cutoff date I did not check my phone right before the as I was a work and could only check for new mails every so often. I even clicked the combine shipment options while standing in line for lunch :|“ Vito

21.5.2018
„The shipment you sent me by Czech Post (tracking number ​RR954612955CZ) apparently was sent on Monday, May 14 from Depo Liberec 70. However, its status has not been changed since Monday (May 14), i.e. for seven days. The Track&Trace service (https://www.postaonline.cz/en/trackandtrace/-/zasilka) lists "The consignment was sent for transportation.", but no further action is taken, that is, it is still not sent to the country of destination (Croatia). The same information is available at the web page of the postal service of the country of destination. Is there a way to find out why the shipment is still not sent further? Is there a way to“ Danijela

Answer:
Dear Danijela, Thank you for your email. It is unpleasant not having any information about the moves of your shipment. In many cases shipments arrive with the delay, sometimes are delivered without any detail online about it. Unfortunately, I can not check if a shipment is lost or why it is stuck in a short time. I would need to start the official investigation with the carrier, which has 4 - 8 week to get any outcome. Please, be patient and wait one more week. If you dont have it by the time, let me know and I will start the investigation with the carrier. Thank you for your understanding. Sincerely, Martina, Mailboxde.com GmbH

30.4.2018
„DHL sent a package with tracking number that your company received on Tue, 24.04.18 10:25 Germany by your representative. The package contained a Mobile phone. I already contact support and give all the details they needed. But it has been more than 48h and I didn’t hear from you anymore. 6 days as passed since you received the package, no feedback from you. Where is my package? What are you doing about it?“ Fernando

Answer:
Dear Fernando, The shipment was never scanned in our warehouse. We will start a claim. I would like to ask you if you can send me the copy of your order and your invoice. We will send this amount to your account. Send me your IBAN and SWIFT code as well. I apologize to you for the waiting. Sincerely, Ondrej Krabs, Mailboxde.com GmbH
Update:
The shipment was delivered on 2.5.2018 once again and was succesfully processed (see the DHL tracking - DHL "delivered" your shipment twice).

24.4.2018
„My parcel was shipped through czech post(6-12day) but i found out that through tracking that it leave from Deutsche post(DHL paket), now i wonder where is it now and how long should it arrive to my destination?“ Mika.L

Answer:
Dear Sir, I did start a claim by the forwarder. May I kindly ask you to send me detailed goods description and the invoice? Thank you in advance, Lucie, Mailboxde.com GmbH

3.4.2018
„Dear administration of mailbox I was paying for ups on 29.03.2018. Please inform me when are you going to send order number 22561101 because I am going to go to work to another city on 9th of april. Waiting for your answer.“ veronika

27.3.2018
„I would like to express my sincere thanks for the speed and professionalism. It is my first time to use this type of services and I will repeat.“ Francisco

25.3.2018
„Dear Mr. Krabi, I have paid Express service for two shipments and they haven't been shipped yet, both are in Czech Republic. Where are my shipments? You now have placed a claim for one of them. Can you place a claim for the other one? FWD. ORDER No. 22556941. Did you ship them incorrectly? Why they haven't been shipped yet? Please take it seriously. How long will it take to receive my shipments? My box is 61718.“ Roberto

Answer:
Dear Mr. Maria, Your shipments were sent by EMS offered by Czech Post from the Czech Republic. I have found these details in the tracking:
EM321177837CZ- Mar 17, 2018, 02:16 AM, En zona de intercambio int. hacia el país destino, previo Aduana Correos de Mexico.
EM321177752CZ- Mar 09, 2018, 08:04 am Depósito del cliente Correos de Mexico.
- 08.03.2018 00:00 Electronic notification of shipment, 1,5 kg, Em
- 08.03.2018 00:00 Accepted from sender Depo Liberec 70 46307
- 09.03.2018 00:00 Send item abroad (Export)
We have claimed both shipments, however the Czech Post informed us regarding the delivery time. On their website is this information: Your item will be carried as fast as possible and delivered within the guaranteed delivery time after arrival to the destination country (2 - 3 working days in Mexico). We will inform you, when we receive more details. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

23.3.2018
„Are you selling an economical service as Express Mail service? It is not fair... I paid Express Mail Service and you are shipping economy service. Typ zásilky MZ EMS Hmotnost zásilky 1.5 kg Priorita zásilky ekonomická Podací pošta 46307 Depo Liberec 70 Datum podání zásilky 08. 3. 2018“ Roberto Maria

Answer:
Dear Roberto, all EMS shipments are express shipments and this status is unvalid. I have checked the tracking as well but I can not see it. Our information will be confirmed by Czech Post (info@cpost.cz). There is no other economy option for EMS shipments. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

23.3.2018
„Thank you for the fast service. This was the first time I used this sort of service, and everything went well, thanks again!“ Kamiel M., Belgium

22.3.2018
„Hello friends! 19.03.2018 I have received the parcel (tracking number 53---- ) from Mailboxde. On the parcel was my address but in the parcel was wrong shipment - an electrical skuter E-twow – because I am waiting used Cassette deck Yamaha k-1020. Also on the parcel I found the label from Amazon to Mailboxde for ---- (ID 6----3). I think mr ---- is waiting this e-scuter. And I am waiting used Cassette deck Yamaha k-1020. When I made an order in the forwarding order № 22551257 I wrote "Cassette deck Yamaha k-1020" (See Description of goods) and attached the photo of the cassette deck. But the mistake is happened. Photos of the wrong shipment I sent on the Mailboxde.com - Support <support@mailboxde.com> yesterday. Additionally - the link for download it - On the photo 8 and 8-1 You can see the name and ID who is waiting the e-skuter - ---- ---- ID 6----3. About my correct shipment. My ID on Mailboxde - Sergei Krupenich, ID 48---- Tracking number from the seller (U---- K---- ) to Mailboxde - JJD---------. The address of the seller as shown on e-bay - Verkäufer: U---- K---- Ut---- Str. 26624 S----merland How will we correct this situation? I think very soon You will receive e-mail about the Cassette deck in the parcel against the e-skuter. Or may be my cassette deck still on the your warehouse. Sincerely Sergei K.“ SERGEI KRUPENICH. Moscow Russia

Answer:
Dear Sergei, We will inform you via e-mail, some parts of the message have been hidden for privacy. We apologize to you for this problem. Thank you for your feedback. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

22.3.2018
„Hello, the following shipment, FORWARDING ORDER No. 22552807, is experimenting a considerable delayed. I would like to make a Consignment complaint, a complaint of delivery of an international shipment. My ID # 61718. Please reply ASAP.“ Roberto Maria

21.3.2018
„Dear mailbox support, On the 17th March I have oredered one item (picture in attachment) that was dispatched on 19th March and ready for delivery yesterday on the 20th March. This is the transcript from amazon tracking: Latest update: Tuesday, 20 Mar 18:00Your parcel was delivered Bautzen, DE Carrier: DEPOST, Tracking #: 9999/85/0809543 05:04Parcel left the carrier facility Bautzen, DE Monday, 19 Mar 06:59Parcel has been handed over to the carrier and is in transit The tracking number shows that the item was delivered but I haven't recieved any information from mailbox.de site. May I ask you to check out what happened to this item?“ Vedran

Answer:
Dear Vedran, My colleague will contact you via email. I would like to ask you if you can send me a valid tracking number. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

20.3.2018
„So far, after 4 shipments, everything worked smooth. A fifth is in progress... Very good service. A+++“ Joel E. MQ

20.3.2018
„I have ordered an mobile phone with battery in it from ebay, but i wonder if it can be accepted?“ Mika.L

Answer:
Dear Mika, Thank you for your interest in our services. Unfortunately li-ion batteries are on the list of prohibited goods.See the link below, please:
https://www.mailboxde.com/?action=mailboxdecom/prohibited-goods
bb) Electronic devices containing lithium batteries (such as mobile phones or digital cameras) - Deutsche Post banned shipping by air anything containing a lithium battery. Shipment with lithium battery up to 5 kg can be sent via UPS (see UPS instructions). May I kindly ask you if you can send your shipment with UPS?

6.3.2018
„I had and item in german ebay whith a seller that dont accept international shipping. With Mailboxde.com I worked things out and I'm very happy with the service! They were very fast sending my item to Portugal. Top service! Great communication too! I'll recomend it to all my friends!“ Luís, Portugal

 
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