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June 2021 by Tanesia
They never answer their phones or respond to emails when you need them. Our boxes were misdelivered and they didnt communicate with us at all. Everything they told us as far as when to expect our boxes, when they would get picked up again and redelivered to the correct place, was not true. I understand a mistake was made but they handled communication with us extremely poorly. (It took 3hrs of being on hold to get someone on the phone to let them know they sent us the wrong boxes). Once they have your money they do not care about you as a customer any more. I caution anyone against using smartbox. The money we saved was not worth the headache.
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June 2021 by M Gar
Hard to get a hold of anyone to see where your things are. I was told that we were scheduled to unload them and when we got to the facility, they had no idea who we were. The storage facility was nice and pulled our box after waiting an hour (which was understandable and they had other work to do). Once we saw the box, it wasn't our box. I've been sitting on hold for 2 hours and no one is picking up the phone. We dont know where our things are.Edit: In response to the company replying. I called that number and no one ever picked up. After 2 hours of holding I gave up.To follow up, Smartbox shipped my things to New Jersey! I'm in Tennessee. I start a new job and now I will have to ask for time off to unload the boxes. I ordered a uhaul for the day to unload them and now I'm stuck with the bill.I do not recommend anyone use this company ever. Pay a little extra for the peace of mind.Update: 4 days later and I have yet to see my box. Someone eventually called but they couldn't do much to help. They cut the lock on my box in New Jersey and will be mailing me a key. The main lady laura, has yet to contact us by phone to explain and apologize for the mistake. Please please pay a little extra on another company to have them ship your things.I want to share what you have to look forward too when this company messes up like this. I have spent about $1,000 preparing for a new job I start in a couple of days. If I had my box here I wouldn't have to spend all this. Mainly clothes, shoes and other things to keep a professional appearance at work.
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August 2018 by Hopey Jackson
I had a pretty good experience with SmartBox. I will use them again if the need arises. They took good care of me and did everything they promised on time. The gentleman that picked up my boxes was very friendly and called before he arrived.
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October 2017 by P. Bontrager
Idea is great. But box was broken and I had to fix it myself going to home Depot because they would not come out that day or the next and fix it. Called the help center and they transferred you to the Nashville office. The Nashville office acted helpful but they would either hang up on you or say they would get back to you but they never do. Called several times but got no help. Would use pods next time.
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July 2017 by Paul Passman
We ordered 4 smart boxes initially and they were a day late being delivered. We ordered an additional 3 smart boxes and they were also a day late being delivered. We scheduled all 7 smart boxes to be picked up on May 31 (gave two weeks notice) and 5 of the boxes arrived on June 1, and the remaining 2 boxes were delivered on June 2. All 7 boxes were emptied on the 3rd and were originally scheduled to be picked up on the 5th. Today is the 8th and all smart boxes are still on my driveway. The most frustrating thing is when you call the customer service number the people who answer the phone have no information. They tell you they will contact the local office and have someone get back to you. That does not happen. I was calling the customer service number earlier and the representative hung up on me while I was describing the lack of follow-up from the local office. This business model is a good concept, but the delivery is poor, and the customer service is abysmal. Ok, today is June 20th and the empty boxes are still in my driveway. That is 15 days past the original pick-up date!!! I honestly don't know how they stay in business. We keep calling the 877 number and those people are nice, and they say they see all of the email messages they sent to the Nashville office that have been unanswered, and they have no update to give me other than to say they will send another email to Nashville. When I call the Nashville office I've been told there is no one available to help me. Frustrating beyond all belief! Now it is June 26 and still no reply from the corporate office in Richmond, VA or the Nashville office. These smartboxes have been in my driveway for 21 days!!! I did call the Nashville number after seeing the "Response from Owner" message after my first post, but there still has been no response or removal of the smartboxes. I called Coleman World Group (parent company of Coleman World Group, LLC dbaSmartbox of Nashville and was told a manager would call me back...still no response. How does this company stay in business??? July 17, 2017. Final comment. The smartboxes were finally picked up on June 30. That is 25 days later than scheduled. No one from the Nashville office ever called. Terrible experience!!! I'm so glad those damn boxes are finally gone...
