After 7 years of running a small business, I like to think I’ve learnt a few things about dealing with suppliers and making sure we don’t get screwed over… Man was I wrong!
I thought long and hard about sharing this story, but thought that my experiences might prove useful for other small business owners and stop them from making the same “mistakes” that I did!
Why I wanted to switch to bespoke branded packaging
As a company we have made massive progressions with our branding, after we decided to give our monthly subscriptions a makeover I decided this was the perfect time to commit to branded packaging that would take the “unboxing experience” up a level!
The design
We experimented a lot with options for the box design, but decided on a black all over print, that we hoped was fun and playful, just like our brand, but not clash or distract from the colours of the contents of the boxes.
Our biggest priority was a letterbox sized box that would contain the Themebox subscription, but also be used for shop items.
As our grid guides and journal kits are slightly larger than A5 we couldn’t use an “of the shelf” C5 box (C5 is the envelope size that is designed to contain A5 items). So we went about experimenting with different box sizes.
We found the “perfect” supplier
We found a supplier that already created a letterbox sized box that was slightly bigger than a standard C5. What was even better is that they were a UK based small business, and they had the ability to print onto the boxes in house.
We ordered some unbranded boxes and used for 3-4 months to ship our existing monthly subscription. While these weren’t the most luxury of boxes, the price was reasonable and the company were great to deal with. They replied quickly to emails and delivered on time.
At this point I approached them about creating a bespoke printed box, a fairly simple design, black ink printed onto a white box, outside printing only.
Commissioning a branded sample (24th Jan)
We decided that as this was such a big leap for us, and that we would have to order in bulk, paying for a printed sample (£36 inc. delivery) made perfect sense and would provide peace of mind.
After a couple of changes we confirmed the design proof. The sample was delivered on 16th Feb and on the whole we were happy with how it turned out. (see the images below)
Taking a leap and making the order (21st Feb)
At this point we made the order for a delivery of 1000 boxes. We were told that the lead time for these was 2 weeks, so we hoped to have everything delivered in time for our next monthly box subscription (March 14th 2024).
The problems begin
On 4th March I sent a quick email to check on the ETA, at this point I wasn’t overly worried, (we were still within the original time frame), but had asked if the branded boxes weren’t ready, could I order some unbranded boxes for the March sub box – no response was received.
Two more emails were sent on 6th and 8th March. – and received a response on 8th March saying the boxes should be expected on 11/12th March. This would be cutting it very fine for the March sub box dispatch but, as we had been reassured, we awaited delivery.
The boxes arrive (well some of them) – 11th March
On Monday 11th March we received a delivery of 343 boxes. Somewhat short of the 1000 we had paid for!
The boxes were printed onto a completely different material to the sample, more of a low quality corrugated board, white on the outside but brown/kraft on the inside. There was a massive variation in the materials used across all of the boxes we received – Like they had just used whatever was to hand!
In addition, the print quality was patchy and had lines through it, overall a totally different item to the sample we approved!
As the sub box was due for dispatch in just 3 days, it didn’t leave much time to get things resolved.
I was in the wrong?!
I reached out to the company and told them of my concerns.
I asked about the material change – They said I had approved “White E-Flute” material which I should have known was brown on the inside!
I asked why the sample was completely different – They said this was for printing purposes only, not to see the box material.
I asked about the print quality – they said they would ask the print team for feedback (despite multiple follow up emails, no feedback was received).
They said I should expect the remaining boxes should be with us on 18/19th March.
We discover a bigger problem
After going back and forth with the issues, I decided we would have to use the boxes for the March box dispatch as we had no time to get a replacement. Jordan went ahead packing the boxes…
The ink on the boxes was not print fast! The picture shows Jordan’s hands after packing just 30 boxes… Not ideal when we are dealing with paper products on which the ink can transfer.
Again I contacted the company…
“Re feedback, the feedback I’ve had today was that the Boxes were tested as soon as they came off the machine- One of our guys was checking for ink transfer. There was no ink residue on their hands so they are a little bemused of this being reported. They advise the only thing that they can think of is if hands are wet or a little sweaty perhaps.”
I can assure you, each member of the team handled the boxes and had the same issue. This was not a case of “sweaty hands” which is actually very rude!
Jordan packed the remainder of the boxes wearing disposable gloves, switching them out between building boxes and packing items. NOT IDEAL.
The company…
After multiple emails, and many rude responses, the company in question showed no signs of budging. At this point I checked Trust Pilot reviews, it seems that they have history!
In addition, taking a look at the Companies House records shows a long line of failed companies under the same ownership… That tells a story in itself!
From bad to worse
On the 18th March the remainder of the order arrived. When I opened the box I couldn’t do anything but laugh. After all the feedback we sent from the first batch, the remaining boxes were even worse!
The print scale was completely different to that approved, the “white” of the front of the boxes looked discoloured. (Image below: Top box is the sample box, bottom box is second half of first batch).
Radio silence
I have sent multiple emails from 18th March onwards, all have been ignored. The company have absolutely no interest in rectifying the issues.
After reading the reviews it seems that this company need to be taken to court in order to stand any chance of getting your money back, something I quite honestly don’t have the time or brain capacity to deal with!
What I have learned
Check Reviews: With hindsight, I clearly should have checked the reviews prior to making the purchase.
Having ordered unbranded boxes from the company on multiple occasions, I had a false sense of security. When making big purchases in future, or building relationships with suppliers that I hope to be long term, I will definitely be hopping on to Trust Pilot!
Don’t Assume: I incorrectly (and I think understandably) assumed that the boxes I received would be the same as the sample.
Ask Questions: Don’t be afraid to ask a lot of questions, at the very least you will have a paper chain to fall back on.
Know When To Give Up: I have made the decision that we will use the remaining boxes to ship our sub boxes for the next couple of months. It doesn’t sit well with me to waste packaging, so as frustrated as I am that this will not be the bright shiny packaging I hoped for when launching Themebox, I know that this is a short term situation.
The future of branded packaging
I have been in touch with multiple packaging suppliers, with one in particular standing out. I have given them the third-degree about everything to do with their boxes, have received a sample and think I am ready to press the button again… Oh and of course I have checked their Trust Pilot review and it is a healthy 4.5!
Big Love
Jo xx (aka @oopsadaisyuk)
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Oof, what a nightmare! I’ve had many small biz friends have similar issues with manufacturers for all sorts of things, but usually things that are made abroad. It’s such a frustrating part of being a business owner! I have had really good luck with Eco Enclose for my branded packaging, but they are in the USA so I don’t think that will help you much.
It’s so frustrating isn’t it! I was hoping by using a UK manufacturer things might be simpler… Oh well, back to the drawing board 🙂