My apartment complex has a large room dedicated to package concierge lockers and yet for as long as I have lived here it has been impossible to utilize the very feature that literally defines PC’s... Toon meer
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The refund experience with many companies has proved to be tedious and painstaking. But not this time. It was simple smooth transparent and quickly resolved, valuing each others time. Additionally,... Toon meer
Bedrijf heeft geantwoord
Brenda Watson was extremely helpful! She located our delivery AND an old delivery that has been sitting in the locker for 4 months…that we thought we lost. Before her assistance we exhausted 3 differe... Toon meer
Bedrijf heeft geantwoord
Having Package Concierge at my property is one of the best business decisions I've ever made! Not only is it a seamless service that is user friendly, but it is convenient to ensure all packages are s... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
Package Concierge® is the trusted provider of smart locker and access-controlled package room solutions, combining expertise and technology to seamlessly automate package management processes. As the only vertically-integrated solution, Package Concierge® products are built in the USA and powered by proprietary software to deliver on security, design and functionality. Founded by Multifamily industry leaders, Package Concierge® delivers dynamic, comprehensive solutions to simplify life and keep you connected. Our smart package locker solutions are installed throughout North America in a variety of residential and business types.
Contactgegevens
5935 Corporate Drive, 66503, Manhattan, Verenigde Staten
- 888-989-7225
- packageconcierge.com
4,1
Goed
123 reviews
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Heeft 50% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 24 uur
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Terrible Company
They charge you $5 late fees even after you have picked up your package. Terrible customer service, terrible company.
9 januari 2025
Review zonder uitnodiging
Absolute thieves
Absolute thieves, they have all kinds of hidden fees
6 januari 2025
Review zonder uitnodiging
Complaint about no permission to have my personal information/email was ignored.
12/10/2024 As I said here, I expected a reply by email.
Thank you for this information, but I cannot believe I was not at some point in your system due a notification from management that I was signed up, and then due to the exorbitant number of junk emails I have gotten since service was set up with your company.
I do appreciate your attention to this matter, however, and will at least delete the last line of my review...
12/7/2024 Have not heard a word from company's customer services, the crux of my original complaint. Hope to see a response from CS in my email inbox soon! Would go a long way to resolving my issues. I don't really need to use your service because I have my packages delivered directly to my street address. Management here told me they had requested your delete my information, but couldn't confirm you did! :(
Their reply still does not answer my request...which is for them to prove they have deleted my personal information from their systems/shares/etc. I am inundated now with ads even for their company, which I find really ironic... :)
I complained the company used my personal email, etc. information without my permission. When I contacted their support email they started a "case" then sent me an email saying the case was closed without any interchange. When I asked them again, and again, to confirm that they had deleted my personal information from their system, they would not answer. I have been getting at least 5x the spam ads before they obtained my personal email (which is NOT legal where I live if no permission is given.
5 november 2024
Review zonder uitnodiging
Antwoord van Package Concierge®
Edited reply following 12/10 edited review: Thank you for modifying your initial review, we do appreciate that. While we originally reached out via calls so that we could have a full conversation, we have also recently reached out via email. Our hope with this written exchange is to receive copies of the emails you mention as we do not show any emails being sent to your contact information in the last 30 days. You are correct that we would have initially received your information during registration, but would only have sent notifications regarding package delivery up and until the time that your information was removed from the system and that is why we would appreciate the chance to investigate the matter further.
Edited reply following another edited review: We had hoped to discuss this matter with you personally, but our calls have gone unanswered and your voicemail is not set up to allow us to leave a message. Therefore, we can share here publicly that the initial delay in getting back to you was due to the research necessary that allows us to confirm that your contact information is no longer listed in our system. Subsequent searches of current and deactivate resident lists, as well as package transaction history does not return any results with the contact information you provided and is further confirmation that you are no longer in our system. Additionally, we also reached out to your apartment community to ensure the same was true with them and they stated that they had previously shared this confirmation with you, but will be reaching out to you once again to provide another confirmation. We would encourage you to contact us directly, 888-989-7225, if there are any lingering questions regarding this issue or if you need anything in the future.
Edited reply following edited review: Thank you for responding to our separate request for your contact information, I have forwarded it to the head of our customer support team and hopefully the two of you will be able to connect to resolve the matter directly. As for the ads, since we do not send anything other than package notifications, it is possible if you visited our website that you are seeing some of our remarketing ads through Google, which are not correlated to your personal contact information. Please share examples with our team during your conversation so that we can look into that as well.
Original reply: While we appreciate you taking the time to share your experience here, we'd kindly ask that you also please reach out to us directly at 888-989-7225 to discuss the matter. While it is not our practice to send ads, we do send notifications related to delivered packages you have received. During our conversation, we'd also be more than happy to review the notification process and answer any questions you might have on how your specific apartment community has configured their system, as many management companies automatically register their residents. In the meantime, we suggest that you get in touch with your property management company to determine alternate means of package delivery as the minimum amount of information is needed for package retrieval from the locker. Finally, please do not hesitate to refer to our privacy policy which highlights the limited use of personal information.
Missing package
Got msg from post office that package was placed in locker a week ago, but no notification from package concierge. Customer service told me apt mgr can open lockers, which they tried today, one week later, and a few lockers opened, still no package for me. Have to wait another week to file insurance claim with post office. Agree with Alison, these lockers are a night mare and I can't wait to move once lease is up.
12 september 2024
Review zonder uitnodiging
Antwoord van Package Concierge®
We are sorry to learn of your package difficulties as we know how frustrating that can be. There are times when carriers accidentally select the incorrect resident and then misdeliver the package as a result (likely what happened since you didn't receive a notification from the system), but hopefully your neighbors have located your package in their deliveries. If not, in the meantime, you can always have your property management team check the system camera based on the USPS notification timestamp and see if anyone retrieved it.
Lost my package first day
First day of using it, I lost two packges, because there is no way to retrieve them.
3 september 2024
Review zonder uitnodiging
Antwoord van Package Concierge®
We apologize that you have had difficulty retrieving your packages; hopefully you have reached out to our Support Team, 888-989-7225 for assistance. Additionally, within your resident portal, you should be able to access your barcode from your account to open the solution, or submit a support ticket if you are still having issues.
Waste of HOA fees
We have had this system for a month now and it is a total waste of money. Our HOA signed up with package concierge to reduce package theft in our building, but now the delivery drivers are just dumping all the packages in the vestibule where they can get stolen by people walking by on the street. PC promised our HOA that delivery drivers are very familiar with the system and would be educated on how to use it, but none of the drivers that come here know (or care) how to use it so they just dump the packages and run. If they do get into the mailroom, the packages are not scanned individually as promised, therefore we do not get a message that we have a package and cannot get into the mailroom to retrieve it. Our owners are furious.
26 augustus 2024
Review zonder uitnodiging
Antwoord van Package Concierge®
Alison, we apologize that the installation of your new system has not met your expectations. Transitions to a new way of doing things can some times take a little extra time and therefore kindly ask that if your owners haven't already, contact us directly, 888-989-7225. We would be more than happy to look into this situation and provide some additional guidance. For instance, depending upon how your system is currently configured, we have some solutions we can easily implement for the residents to be able to access the package room, and that simplify the carrier access.
They aren't 24/7 they run a voicemail…
They aren't 24/7 they run a voicemail that says they are on the other line. That voicemail plays all weekend until 6am on Monday morning when the new voicemail says you reached us outside of our normal business hours.
Don't believe me, try it for yourself. Call them on the weekends, call them at night.
3 augustus 2024
Review zonder uitnodiging
Antwoord van Package Concierge®
We apologize that you have been unable to reach anyone via phone during non-business hours and hope that in the meantime you have submitted an online ticket, which is monitored, or used our online resources, to resolve your issue.
Inconvenient. Open running credit card. Room not secure
My experience is not favorable, unfortunately. I live in an apartment complex that requires me to use this service, which I am not a fan of. Ok so I pay the sign up fee $15, which activates the account, remove my credit card no, and the account becomes disabled.
System requires you leave the card open for them to charge. (Learned my lesson from Uber on that) I get notified if I have a package but either have to go to the office or re-enter my credit card info each time. That’s an inconvenience not a service (I want a part of).
Personally I’d like my Amazon at my door or in a Dropbox I can access without my credit card info.
I also would point out that the door is not locked , there are packages scattered on the floors where anyone could grab what they want. That kinda defeats the purpose. Biggest problem is the company is depending upon the delivery people to do something for them, for free by the way. Heads up those Fed Ex, Amazon, and USPS delivery personnel don’t care what the address label says, (ie front porch delivery, side door) what makes you think they are going to do this the way you have planned.
Great idea/concept but should not be forced upon anyone.
15 januari 2024
Review zonder uitnodiging
Antwoord van Package Concierge®
While we appreciate you taking the time to share your experience here, we'd kindly ask that you also please reach out to us directly, 888-989-7225 so that we may gain additional insight and address any outstanding issues. We'd also be more than happy to answer any questions you might have on how your specific complex has configured their solution, as some management companies have chosen to include usage fees which are not solely determined by our company. In the meantime, if you prefer not to use this amenity moving forward, you do have the option of contacting your onsite property team to make sure you have an alternate way to receive package deliveries based on their processes.
Fix the Lockers
The Package Concierge lockers are great when they work. The set up in my building hasn't been usable for over 3 weeks so if packages are received in our leasing office, we can only retrieve them between 9 - 5 M-F.
2 oktober 2023
Review zonder uitnodiging
Antwoord van Package Concierge®
It is good to hear that you like to use the locker system Terri. Without any details provided here, we are unable to look up the location and determine if there is an issue; however, if your property management team could please reach out to us directly, we would be happy to work with them to restore service!
Why do I need to do your job?
My experience in previous years has been peppered. While the system is unreliable and is constantly breaking my experience with customer service has generally been productive and impressive. My roommate received a package notice. Then 4 days later an alert and a fee notice. He claims his package was on the counter with a note from another tenant. I urged him to call and just speak to someone. I raved about how they are great and fixing issues and can unlock his account and reverse any fees for the misunderstanding.(It's happened before to me.) I'm embarrassed. Today we received terrible service and the complications were passed off to us and the property staff at my complex! Also terrible at helping btw. How we got such a terrible monotone child who claimed he couldn't help with an issue I've had solved remotely before is a mystery! Maybe someone needs more training or possibly a manager to babysit their ignorant staff? It isn't hard to solve! The delivery was mixed up and it is not our responsibility to correct the delivery of someone else's mishandled package. If we tell you we have our delivery? Then as a business, you need to contact the property with keys to locate a package not belonging to the account holder and correct the issue. That is a forced relationship for us. We did not agree to do the heavy lifting of a concierge service. The complex did. The business is with them directly. We nolonger need anything but a clerical error fixed. Remotely. The rest is the responsibility of the two businesses.
16 juli 2023
Review zonder uitnodiging
Antwoord van Package Concierge®
Kay, your service experience is not our norm and we apologize that it did not meet either of our expectations. We have higher standards for our team than you described and so appreciate you bringing your experience to our attention so that we may use your comments in training to help make us better moving forward.
the screen never works
the screen never works, its a miracle if you touch it and it actually responds in any way. ive been trying multiple times a day to get a package of mine thats been stuck in there for four days and not once has it actually responded to my touch. the apartment says they cant help me and ive never hated a stupid metal box more.
1 mei 2023
Review zonder uitnodiging
Antwoord van Package Concierge®
Jasper, we understand the frustration when technology doesn't work as expected and we would like to ensure this issue has been resolved. If you or your apartment complex haven't already, please be sure to reach out to our support team 888-989-7225 so we can send out a tech.
not good
not good, steal your package without consent. no consent given for them to take my package. they say they're not responsible but the packages are in their machine. stuff is rotting in there. food, flowers, etc. smells horrible. i just called. no answer. i'll try again. it occurs to me that i should contact the postal service.
10 april 2023
Review zonder uitnodiging
Antwoord van Package Concierge®
Baby Rock, seeing that you have modified your review, we are also modifying our response to try and assist you further. Since your review profile does not have your real name to be able to contact you directly, we would welcome the opportunity for a conversation to resolve your issues. Please reach out to our support team, 888-989-7225 at your convenience as we would be happy to discuss how your property is handling package management, including the removal of packages when necessary.
Awful!!
Awful!!! To say the least I lived in the apartment complex for 1.5 months and already 2 packages have been “delivered” and are no where to be found.
26 januari 2023
Review zonder uitnodiging
Antwoord van Package Concierge®
It is possible Daniela that the package carrier selected by the company you ordered from made some error when entering the proper resident. If you haven't already, you can call our support team directly at 888-989-7225, or reach out to your onsite property management team for assistance in searching for and retrieving your package.
Provides no value
About 50/50 as to whether a package is actually left in a locker vs. in front of your door or in a giant pile next to the lockers. I've also had multiple experiences during which the locker is jammed shut and you can't open it. Simply an unhelpful product that's not worth any money.
17 juli 2022
Review zonder uitnodiging
Antwoord van Package Concierge®
We know how important every package is, so we are sorry to learn of your experience. It sounds like the carriers in your area may not be following the process outlined by your property. As we can't tell your location from this review and we would be more than happy to investigate further, please contact us directly at 888-989-7225 or discuss it with your onsite property team who can also reach us. Together we will work with the carriers to improve your experience. Thanks for the feedback.
They keep spamming my phone at 3-4 am…
They keep spamming my phone at 3-4 am everyday like clock work and their lockers don’t even work. Planning legal action. Seems to be the only way to deter these sorts of people.
14 juli 2022
Review zonder uitnodiging
Antwoord van Package Concierge®
David, since we don't send any regular notifications, we would like an opportunity to investigate this with you further. We do have a reminder notification if you have a package you neglect to pick up, but that reminder is sent during the day. We will try to find you in our system and will gladly reach out if you are there; in the meantime, you are always welcome to contact us directly 24/7 to discuss your experience; 888-989-7225.
Someone should look up the definition…
Someone should look up the definition of a concierge.
Terrible.
1 juli 2022
Review zonder uitnodiging
Antwoord van Package Concierge®
Your opinion is noted; if there is something specific we can assist you with, please contact us directly at 888-989-7225.
Absolutely Not
This thing is terrible. On multiple occasions, my roommates medication has been sent to my locker that she can’t access. My friend in the same complex purposely didn’t sign up for package concierge because of the bad reviews and has had her insulin locked in a random locker anyway that she doesn’t have access to. When she’s tried to contact customer support about it, they’ve been very rude. And sometimes I’ll get a text saying I have a package when I don’t, or I won’t get a text about a package I actually have. This thing is glitchy and very unreliable and I wouldn’t recommend.
16 juni 2022
Review zonder uitnodiging
Antwoord van Package Concierge®
We know how important each and every package is, so we are saddened to learn of the experiences you have shared. We would welcome the opportunity to speak to you directly so that we may gain additional insights and address any outstanding issues. For instance, as lockers are not assigned to any one person, but rather each resident should receive their own notifications, we could help ensure your roommate has what they need. We'd kindly ask that you reach out to us directly, 888-989-7225 so that we can look into the situation further. In the meantime, if there are ever any issues in gaining access, you can always have your onsite property management team assist you. Thank you Sarah for taking the time to share this detail; we will continue working to meet your expectations in the future.
Best of the best of the best….
9 mei 2022
Review zonder uitnodiging
Antwoord van Package Concierge®
We appreciate your 5-star rating, thank you! We strive every day to be the best and are thrilled we met your expectations.
Amazing staff!!! Great amenity to add to any property!
Having Package Concierge at my property is one of the best business decisions I've ever made! Not only is it a seamless service that is user friendly, but it is convenient to ensure all packages are secured. I can delay a package if I am not in town, and the system takes pictures of who picked up the package. It is date, and time stamped as well. Great system, and amazing staff that is willing to assist whenever needed.
23 maart 2022
Review zonder uitnodiging
Antwoord van Package Concierge®
Thank you Lavar for taking the time to share you experience, your kind words are appreciated!
Giving them a one is being kind
Giving them a one is being kind. This system is horrible. They continues to charge me $3 a day for a package that has been picked up. This is not the first time. In their responses to all these complaints they ask that you ‘kindly contact their support email’. They go on to say they want to work with you to resolve the situation. Don’t Waste your time. You will get an email back saying that I have to work it out with the property manager. It’s their mistake. My charges are going directly to them yet I have to be the one to handle over billing. Furthermore, the system fails quite a bit, forcing the delivery person to leave packages on the floor of the mailroom yet I am still billed for their service. Absolutely terrible in every way.
21 maart 2022
Review zonder uitnodiging
Antwoord van Package Concierge®
We understand how frustrating incorrect billing can be and we are disappointed to learn of your situation. Rather than email, we always ask to be contacted by phone so that we may walk through any outstanding issues together until they have been resolved. A conversation also provides the opportunity to review together how your specific property has set up their fee structures, as not all management companies elect to include usage fees, but those that do are not solely determined by our company. Since we do not have enough information here, we encourage you to reach us M-F at 888-989-7225 so we may review the billing issue you noted in order to make you, HappyGirl, happy once again!
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