The worst and most unpleasant customer experience I've ever had, by far, and still ongoing. Box have turned what should have been a simple purchase into a stressful, drawn out ordeal that remains unresolved to this day over 6 months later.
In October 2025, I bought 4 hard drives from Box for 2-3 day delivery. The courier claimed to attempt delivery to a completely unrelated house and finally delivered after 1 week - however the box was in an extremely shoddy condition, the packing tape had clearly been opened and resealed with sellotape, and there were only 2 drives. I immediately reported that there were missing drives on the day of delivery to their online customer support. They advised they would raise an investigation with the courier but that it would take up to 30 days. This should have been a red flag but I waited patiently for nearly a month before asking for another update. They simply said they were still investigating and would chase with the courier.
(I have since learned that the courier in question typically requires evidence within 14 days of delivery for missing item claims, or by default they do not accept liability. At no point was I made aware of this by Box.)
I had to keep chasing and eventually they requested photos and proof of the tampering which I immediately provided. They assured me they were fighting my corner, but then proceeded to completely ignore me for 44 consecutive days despite numerous chases, during which there were no updates or even attempts at communication from them.
I felt forced to resort to PayPal Buyer Protection at this point in January after nearly 3 months since raising the case with Box and no solution in sight, simply requesting a refund for the 2 missing drives. It was at this point that Box Support decided to start replying again, only to now take the position that all 4 drives had definitely been delivered and that they had now closed my case - which obviously came as an extremely unpleasant shock. Nonetheless we each provided our evidence in the PayPal case. PayPal reviewed this impartially and ruled in my favour, awarding me the partial refund I requested. (Massively grateful to PayPal by the way, their support has been stellar and I would highly recommend them.)
I had naively hoped that would be the end of it and enjoyed a brief period of relative peace, but Box Support contacted me out of the blue over a month later (apparently forgoing any further dispute with PayPal) demanding that I either return the drives that I never received or pay them for the refund which they viewed as unauthorised. Against my better judgment and PayPal's advice to ignore Box, I have tried explaining the situation to Box multiple times in good faith, to no avail.
After ignoring and stringing me along for so long, being completely opaque about the 'investigation' they were carrying out, likely missing crucial deadlines for the successful investigation of any potential case with the courier, and providing the bare minimum of tracking information during the PayPal case, the service representative who once claimed to be trying to help me is now claiming that the courier refusing to accept liability is now my responsibility and demanding I return the money refunded to me by PayPal, also effectively attempting to bypass PayPal's Buyer Protection scheme and recoup their losses directly from the customer - all the while offering no apologies or explanations, giving incoherent and self-contradicting arguments, and refusing to provide any meaningful evidence.
Please ask yourself after reading all of this if at any point this could be considered even vaguely acceptable customer service. Imagine how you would feel if you had ordered these 4 hard drives for a 4 bay NAS in October, expecting them to arrive in a few days well in advance of Christmas, only to still find yourself with only 2 drives 6 months later and the vendor saying it is your fault and demanding money back from you. Stressful doesn't begin to describe it. I normally don't feel the need to write reviews for sub-par experiences, but as Box Support went out of their way to continue to make this experience worse for me, I see no other option.
I initially turned to Box because I thought they were a reputable and trustworthy vendor, but based on the horrendous experience at every stage and their anti-consumer practices, I couldn't possibly recommend them to anyone else or consider doing business with them ever again.
I will update this review if/when I receive any resolution from Box, but otherwise consider the matter still unresolved.
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