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Business Profile

Packaging Service

The Custom Boxes, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Packaging Service.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/19/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered boxes from The custom Boxes back in 2024. I sent them an example of the boxes I needed made and requested that they send me a sample of the boxes they were going to provide. In order to get the samples, they required that I paid for the boxes in advance. I paid them $3,625. They ran me around for several months, and when I finally got samples, the samples were inferior to the ones I sent to them to be copied. I ended up going to someone else for the boxes. *** ******* accepted that fact that they had not been able to provide the services that I paid for and agreed to have me refunded my money. They credited my credit card back one installment of $1,208 back in February, with the promise of doing the same over the next 2 months. I still haven't received the other two installments. We still have an outstanding balance of $2,427. Please read the attached email thread.

    Business Response

    Date: 06/20/2025

    Hi ****,

    Good day, I am *** **** Director Sales at The Custom Boxes. Firstly i am extremely sorry for the inconvenience you have faced. i will have to go through all the details and get back to you on this. Meanwhile it would be nice that you connect with me directly at ********************************* so i make sure your issue is resolved in timely manners. And i can rest assure you that this will be taken care of. 

    Regards,

    *** ****

    Customer Answer

    Date: 06/20/2025

     
    Complaint: 23492346

    I am rejecting this response because:

    In a sense, I am accepting the response.  All I am asking for is for the money to be returned in a timely manner.  They promised me that this would be resolved, paid off, by March of 2025.  They  sent me a receipt showing that they credited $400 to my credit card.  2427-400=2027.  They still have $2027.00 to go.  Once all of the funds are returned, I will be satisfied.  I don't wish any ill will on anyone.  I just want my money back.

    Sincerely,

    **** *****

    Business Response

    Date: 06/23/2025

    Hi ****, I will make sure you get your complete refund. This is also against our policy also this matter was escalated to me now so i will take care of it. rest assured the remaining balance will be refunded back at earliest. this case was bit old so i have to go through bit of work at my end. but i will make sure it will be closed in amicable way and at earliest. 

    you can also reach me directly at ********************************* or can call me directly at *********************. 

  • Initial Complaint

    Date:11/22/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed and paid for an order of custom boxes on October 28th. I was quoted ***** days for processing and delivery and followed up several times to confirm that the packaging would arrive in this time frame as the order was time-sensitive. On November 8th, I asked if the boxes would be delivered by the end of the week and I was told they would be. Because I was reassured the boxes would come by the end of the week, I did not make other arrangements and relied on the company's guarantee. They were not delivered by the end of that week and I received several, varying excuses for this. On November 20th I received a package from the company and more than half of the boxes that were ordered were missing. I contacted the company and was told that the rest of the boxes were on the way. As of today (November 22nd), the boxes still have not shipped and I have been given a number of excuses for the delay. Today someone from the company spoke to an employee at my retail store and told them that the boxes were in the ***. I checked the tracking number provided and the package is in *** and has not even been picked up. When I emailed the company about this, I was told that they never said that and they had a recording of the conversation. I asked them to provide the recording and they did not. I have been clear throughout the ordering process that I needed the boxes for a date that was within the quoted delivery time and I believe that they intentionally misled me about the delivery time to get my money and then continually misled me. Because this order was not fulfilled in time, I have missed out on thousands of dollars in revenue. This could have been avoided if they were honest.The only reason that I placed an order with this company was because of the delivery time that was provided. I received one part of my order late, and the other part has not been received and does not even appear to have been shipped.

The Custom Boxes, Inc. is NOT a BBB Accredited Business.

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