"Avoid working with this company"

The Sales director has been amazing from start to order date, actually till the date we made the payment.

Due to working with well-known brands and their mission, we felt like we were in good hands but it all turned to disaster.

This situation has going on for over 2 months and we regret working with Ace Packaging & time-consuming company strategy. 

The conditions were all agreed at the beginning with the sales Director who was well aware that we had limited time. First, we had to keep sending reminders for both the artwork and the delivery situation to be able to get an answer. We sent a ready artwork to them and got it wrong at the end, their designer had to re-work on the artwork!

The first delivery of luxury carrier bags has been delivered to the wrong address and non-quality bags received with manufacturer smell on them. As soon as unfolding the bags, big holes appeared on the side of each bag and they were not able to re-use second time. We were at the stage of branding and introducing our first pop-up store in Central London and It was a terrible experience having returns from customers complaining about the smell of the bag, which is spread inside their room and on its clothing that they've purchased. 

The Sales Director confirmed that it was an issue with the cutting plate that put too much pressure along what become the fold lines and damaged but at the same time they refused to cancel the rest of our order. 

The second delivery of luxury carrier bags has been delivered to the wrong address again. The bags didn’t tear when we first opened the folders at least but when we refold and opened the bags again, they started tearing from the same side. 

How can a carrier bag not do its job and what we paid for? 

Clearly, we could see that Ace Packaging was not going to stand behind their job. We requested a good compensation for damaging our brand reputation or collecting the items from us for a quality check. They preferred to arrange a collection from us to conduct a quality report. Never happened unfortunately. They confirmed 2 times that he arranged the collection, but then when we asked the exact date of the collection, we found out that it's never arranged. Still no response from Sales Director..


Update on 19/10/2023
Just a couple of days after submitting our review, Ace packaging got back to us. At the end, we were in contact with the Owner and MD of Ace Packaging. Even a basic meeting or a phone call could not be arranged due to the health problems they stated. Still no response from none of the team members!

"Small Businesses Beware"

When our packaging finally arrived (after long delays and haulage company issues) the colours on our packaging didn't match our branding. We got in touch with our account manager and requested that Ace Packaging arrange collection of our order and issue a refund. Our complaint was then forwarded for internal review. When he came back to us his reply was along the lines of - We have conducted a review with our team on the colour difference between your previous tubes and the tubes we produced for you and I’m afraid we cannot authorise a refund for these tubes based on this. He mentioned that with all CMYK printing there is a degree of variation due to a variety of factors such as different printers, material etc and therefore it is very difficult to exactly replicate an existing colour. He went on to say that if the colour is to be 100% accurately matched it is best to use a Pantone reference.

It is important to note that the first time Pantone was mentioned as an option was in the reply to our complaint and, when we replied to this email to ask whether the company had a formal complaints procedure, our email was ignored.

We sent a follow up email to confirm that this was their final response on the matter and pointed out that we had previously asked if it was possible to get a sample before moving ahead with our order of 1000 tubes. A service they do provide but didn't feel it was necessary to offer as, in their opinion, an online mock-up was more cost effective. At this point the sales director got involved and confirmed that it was their final response and that he didn't know what more we wanted from them. No apology, no effort to see if we could find a resolution - nothing.

As a small start-up that repeatedly asked for assistance and advice we feel the service was substandard and the company really couldn't care less. We might not be able to recoup the £2800+ we spent, nor can we use the packaging but hopefully this review helps others from making the same mistake.

"Good customer service and quality product"

George and James produced branded greaseproof paper. The quality was spot on and exactly what I needed. Great service and will definetely be using these guys again.

"James was very helpful with the order…"

James was very helpful with the order and chase it through to ensure we receive it in time despite the complications. Product was great looking and professionally made and wrapped - this place offers the best deals of wrapping/ packaging paper!

"Great customer service"

Great customer service. James was so helpful sorting branded tape for us.
Will be placing another order with them.

"James and the guys at Ace packaging are…"

James and the guys at Ace packaging are a breath of fresh air. really responsive and on top of things... Pricing is some of the best Ive come across in the UK for what we need... all round 5 stars

"Superior quality tissue paper!"

Thank you for the lovely tissue paper, that printed beautifully and was delivered fast. This is clearly of superior quality and I would definitely recommend. An additional thanks for putting up with my last-minute change- clearly great customer service!
Thank you James!

Esther

"Will use again"

We had a difficult design that another company couldn’t complete, very glad we found Ace packaging and very pleased with the product and delivery. Highly capable, individual service and nice people to deal with

"Great costumer service from James and…"

Great costumer service from James and the team as well as very quick turn-around with very competent advice throughout the process. Would highly recommend for anyone looking for a reliable supplier of packaging.

"Delighted with my new boxes from"

Delighted with my new boxes from
Ace packaging. Brilliant quality and really prompt, professional service from the team