I regularly use Westpack for my small…
I regularly use Westpack for my small business and have always loved their packaging — especially the Santiago Rose boxes with black inserts, which make my jewellery look so special.
Recently, I decided to move over to the Frankfurt Rose boxes. They’re lovely, more compact, and even cheaper to post — but the foam inserts are pink, which really doesn’t complement my jewellery the same way. I reached out to Westpack to ask if I could swap the pink inserts for black ones, but was told I’d need to order 8,000 boxes to do that.
As a small business, that’s just not possible. It’s disappointing — why can’t we live in a world where the answer is “of course, we can help with that”? Small businesses deserve flexibility too, not to be penalised for ordering in smaller quantities.
I’ve also noticed that I used to receive discount codes, but now there are none. I can’t help but feel these are reserved for larger businesses, which is a real shame. Supporting small businesses should be just as important.
Reply from Westpack A/S
Dear Sarah
Thank you for your feedback.
I am very sorry, that the latest experience you have gives you a feeling, that we do not have focus on small customers.
We really do a lot to make sure to never focus on customer sizes. A customer is a customer no matter if they need 48 boxes og 48000 boxes. All customers deserves a good experience.
We have a high focus on smaller businesses. Therefore you are able to buy 48 boxes with logo. We handle all the custom when entering UK, so it is as easy as possible to order.
In our web shop we do a lot of effort to have a huge range of different boxes, sizes, colours, designs etc. But when a box is designed (for example a rose box with rose insert) then the boxes are produced and stocked like this.
If a customer want this to be altered it is correct we can't just take out the foam and change to another foam.
This will be a total different box in our system and therefore a special box.
I will contact you by mail also, as I prefer to have the dialogue and solution by mail.
Thank you.
Kind regards
Henrik Hansen
CCO Westpack