Lundy B.
I had a very disappointing experience…
I had a very disappointing experience with Kalaxo Packaging, particularly with Nick Walters, who is listed as a Sales Manager. I initially worked with one of their sales associates via email regarding custom packaging, and the information I received about pricing, discounts, shipping, and sample costs was very different from what Nick later told me. Essentially, nearly every important detail changed when I spoke with him, which immediately made me question the consistency and reliability of their sales process. I was told that they would charge a $600 refundable fee for a single sample, even though I was prepared to place a full production order for two different box styles. The sample fee was actually more than the cost of approximately 2,000 production boxes, which I found unreasonable. More concerning, I was not given confidence that the sample fee would be credited toward the eventual order in the way I expected. Nick also told me that the realistic shipping timeline was around 8 weeks, citing potential printing errors and quality-control issues. He explained that their packaging costs can also fluctuate from week to week and could increase at any time. Again, this was very different from what I had previously been told by their sales associate. What bothered me most was the way the conversation was handled. Rather than helping me understand the quote and find a reasonable path forward, I felt belittled for being a small/new business and for ordering a relatively small quantity. Being a new business should not mean receiving dismissive customer service. For a company specializing in custom packaging, I expect transparency, consistency, and confidence in the quality of the product. If a company cannot provide a reasonable sample process or maintain consistent information between its sales representatives and management, it makes it very difficult to trust them with a significant production order. Unfortunately, this experience did not give me confidence in Kalaxo Packaging, and I ultimately decided not to move forward. Based on my experience, I would not recommend this company to other small businesses looking for custom packaging. A company cannot expect customers to trust them when their own sales team isn’t providing consistent information and the sales manager’s response to legitimate purchasing questions is to make the customer feel small. I hope someone in Kalaxo’s leadership team reads this review and looks closely at this experience. There is a major difference between losing a one-time small customer and losing a potential long-term customer because of poor sales service. The latter is what happened here.