Bad communication and lack of expertise
Bad communication and lack of expertise
I cannot overstate how frustrating and disappointing trying to work with Hero Packaging was. After almost 100 emails, we were left with an unusable, poor-quality order of packaging - that instead of elevating our product, made it look cheap. Details were constantly forgotten. The people we spoke to had no knowledge about the products they were trying to assist in selling.
We tried countless times to escalate and speak to someone who could help us, to try to figure out a solution, a redo, or even to just feel heard. Ultimately, the team lead told us they stood by their team's communications. Supporting your team no matter what is nice in theory, but surely not at the expense of the quality of service you provide.
If you are a small business looking for a packaging expert, this is not it. We wasted almost six months, so much energy on frustration and confusion to be left with nothing.
Reply from heropackaging.com.au
Hi Angeleen,
Thank you for taking the time to leave your feedback.
We're sorry to hear that the final product didn't align with your expectations.
Throughout your project, we worked with you across multiple packaging developments, including several product concepts, quotations, artwork revisions, samples and production. This naturally resulted in a large volume of correspondence as each stage required review and approval before progressing.
The scarf boxes supplied were manufactured to the approved specification as premium 300gsm folding cartons. Folding cartons are a different packaging category from rigid boxes and have different structural characteristics, including the appearance of folds, die-cut edges and the level of rigidity. The product delivered was consistent with the approved production specifications.
We appreciate that your expectations for the finished product differed from the characteristics of this style of packaging. Packaging materials, finishes and construction methods all involve different trade-offs, and we're always happy to discuss alternative options where a different outcome is required.
While we're disappointed that we weren't the right fit for your business, we appreciate the opportunity to have worked with you and wish you and Meltdown Studio all the very best moving forward.
The Hero Packaging Team