Overall rating
4.6
Counts per rating level
  • 89% of ratings are 5 stars
  • 6% of ratings are 4 stars
  • 1% of ratings are 3 stars
  • 1% of ratings are 2 stars
  • 4% of ratings are 1 stars
What merchants think

Feedback submitted

Merchants appreciate this app for its user-friendly interface, competitive shipping rates, and seamless Shopify integration. They value the variety of courier options and the ability to handle multiple shipments, saving them time. The customer service, especially from account managers, is praised for its efficiency and promptness. Merchants also commend the app's reliable performance and the support team's quick problem-solving skills, which have helped reduce shipping costs and automate shipping processes.

March 30, 2021

The worst customer service i have ever experienced in my life!!!! My customer made an order and just the delivery its self costed £20 as he wanted it express delivery. I find out that apparently the delivery company did not have the information regarding my delivery (I don't know if this was Pack links fault or not) which then led for them to pick it up late, then the 1 day express delivery turned into 7 days. My customer obviously cancelled the order and was not happy. I then tried to contact pack links customer service department via the chat to sort out the cancellation/ diverting the parcel back and they either ignored my messages or took 24-48 hours for an automated random message that didn't answer any of my queries or concerns. The customer service department (or the person i had at least) does not care or want to help. It feels like, after they have taken your money that's their part done. I requested my case to be passed onto someone else but that suggestion had also been ignored. I really do not recommend using pack link - you spend more hours trying to sort out the deliveries yourself and is a complete waste of time. Overall for this one delivery I have been on messages or on the phone for over 4 hours and still not got to the end of it. On another note - they have taken money out of my account without notice or any information to why they are doing it, and I'm still waiting for a reply... assuming I will have to wait another 24-48 hours time due to the lack of care from this company. 1 Star in generous!

RoRoClothing
Gibraltar
3 months using the app
AUCTANE S.L.U. replied March 30, 2021

Thanks you for your review. We apologise for the issue with your shipment. Please could you comunicate us the Packlink reference UN2021.....in order launch an investigation with the carrier and our support team will come back to you urgently with a resolution. One of our team will contact you tomorrow in order to give you full support on this incident. We will do as much as we can to solve this issue.

Packlink Team

Edited December 9, 2020

Ottima app e buon servizio clienti. La uso per spedizioni con poste italiane, facile da impostare e usare. Purtroppo poi è successo che ho avuto problemi con una spedizione (andata in giacenza) e non ho più ricevuto assistenza. Una persona mi dice il pacco è in consegna l'altra mi dice che è in sede (a 90 km di distanza dall'indirizzo corretto). Ho riscritto per più chiarimenti ma nessuna risposta. Le risposte che ricevo sembrano robotiche. Unfortunately, had to update the review because the first one was peer pressured (the guy called me more than once to tell me to leave a 5 star review, even though he didn't help much). After using this platform for a while, I realized there is literally zero customer service and assistance. You have to wait ages on the chat and they close it after two words. No telephone available for calling and getting help.

Oishii Planet
Italy
3 months using the app
October 16, 2020

Il servizio è buono ma se c'è un problema l'assistenza è praticamente ASSENTE. The service is good but if there is a problem the assistance is practically ABSENT.

UFFstore
Italy
3 months using the app
September 2, 2020

servizio clienti ottimo, ti mettono un referente che ti segue dall'inizio.Ma ho provato 2 spedizioni e il corriere non è mai passato per il ritiro o mai chiamato per sapere l indirizzo per il ritiro.

valentina rio
Italy
2 months using the app
AUCTANE S.L.U. replied September 3, 2020

Grazie per la sua recensione.

Ci dispiace per il disservizio causato in merito al ritiro non effettuato. Le comunichiamo che dalla sua area privata puó comunicarci questo tipo di disservizio, affinché il nostro ufficio di attenzione al cliente possa mettersi in contatto con il corriere ed effettuare il ritiro nel minor tempo possibile.

Per qualsiasi chiarimento puó contattarci a business@packlink.com e La richiameremo quanto prima

Packlink Team

June 27, 2022

Bonjour, Ca fait une quinzaine de jours que nous avons installé l'app sur Shopify. Certes avoir les livraisons à un tarif plus avantageux c'est une super idée MAIS l'app est une catastrophe pour toute la partie de choix de point de retrait!!! Ce n'est pas du tout abouti !
Nous avons pu faire un recettage complet et c'est une tres tres grosse déception. On oubliera le fait que Shopify ne permet pas d'inclure le choix du point de retrait avant paiement (PackLink subissant comme tous les prestataires de Shopify) ce qui rend le parcours client désordonné et déclenche beaucoup d'oubli des clients de sélectionner un point de retrait (donc obliger de passer du temps à recontacter les clients pour les faire choisir).
Quand un client doit choisir le point de retrait :
1- Impossible de choisir le point de retrait que l'on veut. Impossible de choisir un point qui serait du coté de son travail par exemple.
2- Impossible pour le client de changer de point de retrait s'il le désire.
3- La liste des points de retrait (ici pour notre utilisation Mondial Relay) n'est pas complète par rapport à tous ceux qui existent sur le site de Mondial Relay. (test en demandant la meme adresse depuis packlink et depuis mondial relay au meme moment)
4- La liste n'est pas trié par distance par rapport à l'adresse postale du client d'ailleurs on se demande comment elle est triée compliquant encore plus la recherche du point relais qui convient.
5- Pas de plan qui s'affiche pour visualiser les points relais autour de l'adresse de contact. Par contre on peut cliquer sur un lien qui ouvre Google maps avec des coordonnées GPS qui malheureusement ne montrent pas toujours correctement le bon lieu !! 6- Pas de lien à donner au client par mail pour qu'il puisse sélectionner son point relais apres coup et que ce soit associé à sa commande.
7- Le bouton "Sélectionner le lieu de dépôt." met trop de temps à apparaitre sur la page récapitulative. Ce qui génère encore plus d'oubli des clients.
....
Et on retrouve exactement les mêmes problèmes dans le back office de Pack Link. L'app pour Shopify n'est pas UX, elle n'est pas pratique ni pour le client de la boutique ni pour nous client de Pack Link. Regardez simplement ce qu'a fait Mondial Relay. Pourquoi n'avez vous pas développé la même chose ??? Il suffit juste de les copier. MAIS vous savez quoi avec votre app, vous pourriez avoir un énorme avantage sur Mondial Relay et Shop2shop (à condition de régler les dysfonctionnements cités ci-dessus). Ca serait que le client puisse choisir le point relais qu'il veut non pas en fonction du transporteur mais en fonction de la distance la plus proche du lieu qu'il choisit.
Le client dirait seulement qu'il veut voir les points de retrait autour de lui et il choisirait simplement sans distinction entre ceux de Shop2shop ou Mondial Relay. La cela serait un vrai + ! En attendant je ne peux laisser cette app dans cet état sur ma e-boutique. L'UX et le parcours client n'est pas respecté. Or c'est une grosse part de la satisfaction/insatisfaction pour fidéliser... ou pas !

AtZohras
France
26 days using the app
AUCTANE S.L.U. replied June 27, 2022

Bonjour.
Nous vous remercions pour votre retour. Nous allons prendre contact avec vous afin de revoir ensemble les axes d'améliorations.
Cordialement
Packlink Team

October 12, 2021

VERY VERY BAD COMPANY. STAY AWAY FROM THEM. Pessima esperienza. Avevo ordinato due ritiri (la domenica per il lunedi) e non passano a ritirare. Avevo chiamato il lunedi mattina per conoscere gli orari e un operatore maleducatissimo non mi da alcuna informazione se non ripetermi che il ritiro verra' fatto il giornata. Martedi chiamo e mi dicono che la causa e' stata uno sciopero e che per riavere il ritiro devo rifare la pratica e ci vorranno altri due giorni.
Quindi se io non avessi chiamato, nessuno sarebbe mai venuto nonostante il servizio era stato pagato. Inoltre, nella chiamata di lunedi, nessuno ha avuto la decenza di informarmi dello sciopero. Very bad experience. I bought two shipping for monday morning but no one came to pick it up. I called on monday to get info about the time of the pick up but i got no answer, just that it would be that day The day after, since i did not received any picked up, i called and they said it was a strike. Fine. But to get the pick up i should have ordered another one but it will take again 2 days to come. So if i didnt called no one would tell me that i spent money and for no service. On top of that, on the monday call, no one told me about the strike.

Figaro Cats Store
Italy
3 days using the app
AUCTANE S.L.U. replied October 12, 2021

Good afternoon,

Thank you for your comment and sorry for the inconvenience.

We will contact you to help you to resolve this issue.

Thank you in advance
Regards
Packlink Team

July 4, 2021

Clonky and buggy app. Had to add sender details three times as it failed to save or accept it. It couldn't find the post code until you try multiple times. And when we try to add delivery service, a fixed popup comes up that will not go away ("With your Shopify pricing plan, you can generate shipments from the orders tab, but you cannot display our shipping prices to your customers.").
Who's got the time to constantly be in touch with support for all these buggy apps if basic features fail?

LUXX
United Kingdom
14 minutes using the app
AUCTANE S.L.U. replied July 5, 2021

Hi,
Thank you for taking the time to leave a review. I am very sorry to hear about this situation.
Please contact us through business@packlink.com, make sure to send your Packlink user email, as it wasn't specified in your review, and I can ensure you we will do our best to find a solution to your problem.
Thanks
Packlink Customer Service team

April 8, 2022

Sehr schlecht API Schlüssel funktioniert nicht mal richtig nud fordert noch auf sich auch der Seite zu registrieren, No GO!

Anime Figuren - Genkidama.de / Anime Figuren kaufen u. vorbestellen
Germany
10 minutes using the app
AUCTANE S.L.U. replied April 19, 2022

Good afternoon,

Thank you for your comment and sorry for the inconvenience.

We will contact you to help you to resolve this issue.

Thank you in advance
Regards
Packlink Team