Package Concierge®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.
Package Concierge® (packageconcierge.com) has 123 customer reviews on Five Star Index, with an average rating of 2.9 out of 5.
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Jenson F.
First day of using it, I lost two packges, because there is no way to retrieve them.
Response from Package Concierge®Sep 16, 2024
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.
Alison T.
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.
Response from Package Concierge®Aug 28, 2024
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.
James
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.
Response from Package Concierge®Aug 12, 2024
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.
me
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.
Response from Package Concierge®Jan 23, 2024
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.
Terri
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.
Response from Package Concierge®Oct 30, 2023
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!
kay S.
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.
Response from Package Concierge®Jul 18, 2023
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.
Jasper J.
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.
Response from Package Concierge®May 15, 2023
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.
baby R.
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.
Response from Package Concierge®Apr 14, 2023
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.
