Macfarlane Packaging Reviews 1,320

As a older customer who isn’t the best with new technologies I really appreciate the time and effort that Sarah Ellams took today in placing my order, thank you Sarah👏and to the rest of the team
Best regards paul

I have a great experience with sales associate Jamie prentice, I bought a cardboard boxes today, he was a excellent and a very professional guy with his help to buy the product. All in all excellent service and highly recommended at Macfarlane packaging.

We have used Macfarlane for many years and always receive a fantastic service. Kayleigh Spooner at customer services is second to none, she is always cheerful and goes out of her way to do what ever she can to help. Thank you

Sarah Ellams returned my call super quick when I couldn't get hold of customer service and asked for a call back. I had lots of questions on packaging and how best to do it, needed to reorder and couldn't find what i last had, nothing was an issue, she went over and above which isn't something you get a lot of these days, everyone is in such a rush to get you off the phone, so thank for the helpful, friendly service.

We have bought from this company a fair amount over the last few years and every time they fail to deliver my goods to my address, after battling back and forth it seems they arent interested in customer service or customer retention? they seem to think its acceptable to deliver my goods to a completely different town and business without notifying me, they claim its due to a lack of access for thier 7 tonnes truck, we currently have an 18 tonner sat outside our building and regularly deal with 40 ft containers at the same address, im baffled if I am honest, it's amazing a business would be willing to pass up on custom because thier driver can't be bothered to drive up our road. what a shambles. please do not use this company and spend the small amount extra you may have to pay to recieve a service as expected.

misleading info on the bags
on the front page give you one size on the details in the bottom description give entirely different size !

6 years on since my last review and i'm back. I've been a Macfarlane Packaging customer for years, possible well over a decade as a very small ebay business, now feel like been taken for a mug! I phoned orders in and collected locally. A way back, I did have issues with delivery to residential areas, but since found it less of a head ache to collect, which I’ve done for many years, even as they move location twice and overall would give them 3 to 4 stars, they still had plenty of room for improvements. Very recently, Nov 2022, phoned to place order (sales staff are excellent), only to be told there is now a £12.99 small order fee for orders under £150 if collected (they used to welcome small business) , so decided to check their website, there is a £12.99 charge for delivery for orders under £150, not a fee and free delivery if over. While on website, found most of the items I purchases regularly, where cheaper on their website, even though I was supposed to be getting a discount, having had a account with them for over a decade, fairly annoyed at myself for not checking, thinking they where looking after me, now want to charge me a delivery charge to uplift – I was shocked at fee and having overpaid for boxes for years, would have given 1 star, except I gotten to know staff fairly well. Now shop elsewhere as there are much better deals and I've learned my lesson.
Update 4 Aug 2023. received reply from MacFarlane to this review saying they would contact me. Lets say, I've hear nothing from them, just a reply to make it look like they are interested in resolving, when they aren't. Such a shame

Been using them on and off for cardboard and plastic packaging.
They've never been the cheapest but their website is easy to use and they have a good range of products.
However, bought paper bags recently and thought the sizing was misleading. Really confusing size guide which led me to believe bags were 30cm heigh and were described as "large" bags. Not even close to large, would be used in a cafe for a couple of croissants

Anwyay customer service responded after about a week and redispatched - but it was the same size, so i refused delivery
Contacted again and nothing for about a week. About a week later contacted again and got a response, to which i responded but again nothing, over 10 days later.

Sorry, but you've lost a regular customer. Prices aren't that competitive, and service, while always friendly, is a bit slow

Hi quality products delivered by professional team at Macfarlane Company. We are very grateful and happy to cooperate further. The only one thing we think it would be perfect if the company goes 100 % plastic free :)

Rude delivery driver. So disrespectful. Will never recommend or use this company.

I found macfarlane packaging very efficient and quick. Would definitely recommend this company .

Euro crates are great but their courier service tends to damage the crates

The product is good and at a reasonable price. My only gripe is that for a second time they offered next day delivery only to email the next day to say it would be over a week before they were sent.

Very poor quality. I did order double layer box and all box are thin and like single layer.

Placed an order on Friday for some bubble wrap for next working day and it arrived first thing Monday morning, great service. Thank you very much.

We have always found Macfarlane Packaging an excellent company to deal with both in service and product quality.

Needed something urgently, spoke to Nicki who was incredibly helpful and swiftly processed the packaging we required.

Not good first impressions.

I raised an order for some Champagne bottle packing kits via their website online store and paid extra for next day delivery. The items were not marked as "out of stock", yet the day after my order they advise me that the items are "out of stock". A 22 hour delay in order "processing". The specific goods will not be in stock for a minimum of 10 days. So, in effect, a two week delay on supply at best. Not good for a "Next Day Delivery"!

They really should fix their stock control/ordering system to warn people when items are out of stock. In this day and age it is not rocket science.

It is my experience that this company do not place high value on customer service. I use this company because they supply good products at a reasonable cost and because I use to be able to collect my items, but with Covid restrictions they only do deliveries now and sadly this is where it all falls apart. I have experience significant issues with the deliveries of my last 4 orders, so much so I cancelled part of an order I placed in November 2020 because I still hadn't received the items in January 2020. Although their order system states 3 day delivery for items in stock, my experience is that this is rarely met. For example I placed 8 days ago, Macfarlane confirmed that it has been with a local courier for 7 of those days but I still haven't received it, even though I have stressed that these items are urgent. They cant shed any light on why the courier company have it in transit for 7 days and keep fobbing me off with the same excuses. On the face of it it appears they place more value in their relationship with their courier company than they do with their customers. Whilst all other factors with this company are good, if they cant deliver the products to you when you need them it is all pretty pointless! On all occasions I have contacted your customers care department but was left unsatisfied with the responses. All I get is false promises that my order will be delivered; on the current order so far I have waited in 5 full days for the delivery but nothing!