heropackaging.com.au Recenzje 

Odpowiedź od heropackaging.com.au

9 lip 2026

Hi Angeleen,

Thank you for taking the time to leave your feedback.
We're sorry to hear that the final product didn't align with your expectations.

Throughout your project, we worked with you across multiple packaging developments, including several product concepts, quotations, artwork revisions, samples and production. This naturally resulted in a large volume of correspondence as each stage required review and approval before progressing.

The scarf boxes supplied were manufactured to the approved specification as premium 300gsm folding cartons. Folding cartons are a different packaging category from rigid boxes and have different structural characteristics, including the appearance of folds, die-cut edges and the level of rigidity. The product delivered was consistent with the approved production specifications.

We appreciate that your expectations for the finished product differed from the characteristics of this style of packaging. Packaging materials, finishes and construction methods all involve different trade-offs, and we're always happy to discuss alternative options where a different outcome is required.

While we're disappointed that we weren't the right fit for your business, we appreciate the opportunity to have worked with you and wish you and Meltdown Studio all the very best moving forward.

The Hero Packaging Team

Odpowiedź od heropackaging.com.au

Zaktualizowano 20 maj 2026

Hi Esther,

Thanks for your feedback.

We’re sorry for any confusion regarding delivery addresses. We can absolutely ship orders to Parcel Lockers, customers simply need to email our team with the Parcel Locker details so we can arrange this correctly prior to dispatch.

Due to recent global events, we’ve had to make some changes to our shipping carriers in order to help keep delivery costs as low as possible for our customers. As a result, Parcel Locker deliveries now need to be arranged directly through our team prior to dispatch.

I couldn't find any orders you've placed. If you’d still like to place an order, please feel free to contact us and we’ll be happy to assist.

Odpowiedź od heropackaging.com.au

26 mar 2026

Hi Monique, thank you for taking the time to leave feedback.

We're sorry to hear you felt misled - that's never our intention, and we'd love to clear this up.

Your order confirmation clearly shows 1 custom sample box for $65, which is exactly what was produced and sent to you. The "65" you may have seen refers to a unit quantity used internally for pricing calculations on our end and we understand that could be confusing if visible, and we're sorry for any lack of clarity there.
I can see that your order states Sample Box.

Custom sample boxes are printed and manufactured specifically for each customer, so we want to make sure every order is right before we go to full production. If you have any questions about your order or how our sampling process works, we'd genuinely love to help.

Please reach out to us directly at hello@heropackaging.com.au.

Odpowiedź od heropackaging.com.au

8 sie 2025

Hi Samantha

My name is Anaita and I’m the co-founder of Hero Packaging. I thought I’d reply to your message personally. I’m really sorry to hear about your experience, and I completely understand how frustrating it must have been to have products arrive damaged, especially when you’ve invested so much in your stock and your customer relationships.

I wanted to clarify a few things we’ve already discussed over email, just so there’s no confusion for others reading this review. Our Herobubble mailers are designed to be lightweight, compostable, and water-resistant, but like all soft mailers, they still need extra internal protection (such as hexwrap or a small box), particularly for delicate items like jewellery. We’ve been selling these mailers for over six years, and thousands of businesses successfully ship with them every week when paired with internal protection.

You mentioned that your orders were going overseas - unfortunately, international freight can be rougher and less predictable than domestic shipping. That’s why we always recommend boxes for fragile products going abroad, as they offer the best protection against crushing.
We offered you a complimentary roll of hexwrap to help with future shipments, but I understand you decided not to take this up. As for the refund, our policy allows this only if all items are returned in their original condition, and since 86 of the 100 mailers were returned, we could only give you a refund for 86 mailers.

I’m genuinely sorry this experience wasn’t what you hoped for, and I appreciate you taking the time to share your feedback. It helps us improve and also highlight to other small businesses how important internal protection is for delicate products.

Anaita

Odpowiedź od heropackaging.com.au

21 lis 2024

Hi Jo, Thanks for your recent review. We're very sorry for any frustration caused. What your describing is what happens after 9-12 month shelf life which are mailers are designed to do. Unlike plastic, they're designed to not be around forever. Unfortunately, it's likely the mailers you're using have started the process of degrading. We always recommend purchasing in 6 month increments. We would love to send you some new mailers, to show you how strong they are! We pride ourselves on having the strongest mailers. If you send an email to hello@heropackaging.com.au - we'd be happy to send you some free samples. Thanks so much :)

Odpowiedź od heropackaging.com.au

13 lis 2024

Hi Chris,
This is Anaita - I’m one of the founders of Hero. I wanted to reply to this personally to say that we are genuinely sorry for the experience you’ve had. The team refunded you immediately in full for those mailers because we know how frustrating that situation would be.
The reason we suggested that the mailers you were using were old is because of the photo you sent us which showed a different size to the ones you purchased. Looking at the correspondence between you and the team, I do stand by what my team has said. We pride ourselves on exceptional customer service and I don’t think we strayed from that in this situation.
I know we have refunded you, but if you’d like to try any of our other mailers so we can show you how strong they actually are, then I’d love to send you samples.
Thanks,
Anaita

Odpowiedź od heropackaging.com.au

24 mar 2024

Hi Emma. We tried reaching out to you but haven’t heard back. I know you mentioned that you emailed us but we can’t find any emails related to your account. The only order we can see is 1 order back in 2021 for 25 mailers and some samples. I’m not sure if you saw the information on our website prior to purchase but as our mailers are home-compostable, they’re designed to degrade over time. So they have a shelf life of 9-12 months when stored in cool and dry conditions out of direct sunlight. On our website we recommend purchasing for 6-9 months usage to avoid the mailers degrading. Your mailers have started the process of degrading. Unlike plastic, they’re designed to not be around forever. If you would like to reach out please feel free to email hello@heropackaging.com.au