Viabox
Reviews and Complaints

On the 2019/05/29 I opened a new customer account at www.viabox.com for their package forwarding service, particularly because of their advertisement to offer worldwide shipping with "DHL".
This could be seen by the displayed text on their website as well as with pictograms of the DHL brand logo at numerous places on the front page and at the footer.

Note: DHL is the global market leader as largest logistics company and an US funded company.

For test purposes 4 items have been ordered at different retailers and send to "Viabox".
After all 4 items arrived with "Viabox" a regular attempt has been made by the website form to forward these items to the forwarding address as provided at the registration.
The website did not offered to choose for DHL, but quoted prices for other logistical carriers ranging between 114.00 to 484.00 USD.

Note: DHL quotes on his own website www.dhl.com a price of 49.90USD for a parcel up to 10lb with dimensions of 120x60x60cm. This box would easily fit all items.
"Viabox" claims on the front face of his website to be the "Global leader in package forwarding" and to only charge for the shipping costs - nothing else. This suggest that the final price of DHL with "Viabox"would be close to the 49.90USD.
(See Screenshot 1 from the 2019/07/10)

Because of the missing solution with DHL the "Viabox" Customer Support was contacted on the 2019/06/14, explaining them the situation and asking for a solution.
Since than numerous mails have been send with in the conversation without any agreement, as you can see in the attached files with a copy of the whole conversation.
(See Email Customer Support)

Since the first reply, different Viabox Staff stated that
a) DHL is "temporarily" not available
b) there is no information when DHL will be available again, or if it will be available ever again at all
c) they are not willed to ship with DHL for this one instance
d) I can pick from one of the options on their website
Note: The next cheapest option is more than 200% more expansive, 49.90USD vs 114.00USD

Because of this outcome I stated that them that their service is obsolete to me by this. Because of that I asked them to please close my account and send the items within the US to an alternative address - to an US citizen and friend who agreed to forward the items for me with DHL.

"Viabox" stated that changing the forwarding address would need me to proof my identity for security reasons as explained by the terms upon registration. To do so they demand to fill out an USPS Form 1583 and send two copy's of Identity Cards, or multiple other documents.
After disagreeing to use the service of USPS and explaining that I do not want to have any business with USPS but with DHL, FedEx and with "Viabox" themselves,
they continued asking for this USPS Form 1583 as well as the identification method.

Another solution proposed by "Viabox" was to return the parcels to the sender.
My question if they would cover for the initial shipping costs they caused never got replied or agreed, so this was not an option to accept.

Options made available by "Viabox" to the latest day:
1. Return the 4 items to the sender - without refunding the shipping costs of 30.05 USD for shipping it to "Viabox" first

2. Using the regular website form and ship the items for a rate of 114.00 - 484.00 USD compared to the approx. 49.90USD to be expected with DHL

3. Hand over multiple files like forms and copy's of sensitive information to change the address to an alternative forwarding address - without any cover of the shipping costs to this location.

Because my private property is already stored with them, the solutions available by "Viabox" are trapping me to decide between
a) charging myself to cover costs I was not responsible for
or b) accepting the contradictory situation to hand over more information's about my person - copy's of my private documents like the ID - to proceed deleting exactly these information's I provided by that!

From the customers perspective "Viabox" was not offering the service they advertised and claimed to offer on the date of my registration.
Only because of this reason the service got obsolete at all without my action.
So "Viabox" should show intrinsic motivation to find a solution if they understand how to act lawfully,
which they do not - even after repeating multiple times exactly this.

Solutions I made available because of this:
1. Return the 4 items to the sender and
a) cover for the shipping costs to return them
b) refund the shipping costs caused unnecessarily in the first hand:
Total: 30.05 USD

2. Ship the items with DHL as advertised to the regular forwarding address

3. Cancel the account, delete all private information as far as allowed by law, use an alternative forwarding address within the US, cover for the shipping costs to this location.

To this date I am not willed to accept any the the illegal options as proposed by "Viabox",
neither does "Viabox" show interest into agreeing for any solution proposed by me,
further communication in general is rarely, time delayed and lacks response to many open questions.

I'm ordering parts which can only be found in the US for a restoration project I'm working on, I checked the list of restricted goods to check that what I was buying can be shipped on and the answer to this found on the ViaBox website was that I could ship this. However, when it came to repacking the multiple orders into one package, the item that I had checked and reasearch about the shipping of has been flagged as restricted, and cannot be sent onto, despite the couriers (FedEx, UPS etc.) all stating that it can be shippped. I will now have the pay to have it returned or sent on to another company to get my product. I have found this very disruptive and misleading as I chose this company on this basis that it said it provided everything I needed. I would like to get a refund, or at least part of the pay for the extra shipping i will have to pay in order to be able to complete my shipment of this part for my project. My Suite is STE 829819

The ebay seller ships my parcel under my friend's paypal account name.
The Viabox said it cannot be shipped due to different name and need to submit 1583 form.

Ok i did everything accordingly as they requested and i did it very fast.
They dragged me almost 3 months and still didn't ship to me.

Until now i still keep waiting, i think they have stolen my things.

Today Client number: SUITE 543781 Description of the incident: www.viabox.com they say they provide reshipping service to overseas.
very bad company and customer service .
they won't to ship my packages and wasting time.There is no phone number and no way to communicate except through live talk which is actually a misnoma as there is generally nobody there. 20 minutes between written responses is not unusual. 3 days is the avagage response time for emails.
They refused to ship one item which they said can not ship to the provided address ( and its the same address which they shipped 6 shipments before )
every 2/3 day's they reply and ask for new thing like
ID's after that USPS form ..
or they can not ship to the provided address ( the same address which shipped already before )
and now they are saying they see package in my account has another name ( not my name )
and this not correct and wrong after i asked what name on package ?
they don't reply

Please, don't spend your money to ship items with this company.
I used them twice and lost 500 dollars paying for their endless additional fees.
Everything costs money, each correction (in case you make a mistake), each direction. Everything. And it's expensive.
I really can't advise this company to anyone at all. I really don't know what's the point of its existence. There are so many similar businesses for lower prices and better quality.

Hello my name is Mr. Ithamar Hizikijah Charles I am from saint Vincent and the Grenadines. I had opened a mailbox with your agency and need to check it ... Having difficulties doing so. As it's not accepting my pass word as was given . I have purchase a number of items and me need to track such, indeed need to know there local ion and the cost for the transshipment to Saint Vincent and the Grenadines. The mail box address received is 1812 NColumbia Suite C15-659633 Portland Oregon 97217 USA.
Please contact me urgently at email [protected]@gmail.com or telephone number [protected].
Thank you.

Hope you all can help.

I have seen on the website of the forwarding firm Viabox in OREGON that forwarding a 1 Lb parcel from the US to Europe costs USD 13.28. On the basis of this advertising, I have bought an item on eBay.com that was delivered to my Viabox address. After the receipt by Viabox of my item which weighs less than 1 Lb, Viabox has asked me USD 28.20 - at the mininum - to forward it to Europe. Further to my claim re false advertising, Viabox's website still mentions today that forwarding a 1 Lb parcel from the US to Europe costs USD 13.28.

Date of incident: Today
Client number: SUITE C15-594343
Description of the incident:
www.viabox.com
they say they provide reshipping service to overseas.
They call me a frauder and confiscate my received items. I have a evidence that I paid these items and actually it's them true the frauder.
Last week I asked them to repackage items which I bought from Amazon. They then confiscate them saying the vendor sent them a report that I am a frauder. This is totally false!
They asked my copy of my passport then responded me their "decisions."

Evidences including copy of my passport and credit card statements are too sensitive, I am not publishing them here.

I signed up for Viabox thinking it was a trustworthy company. I saw many positive reviews and decided to give it a try.
Unfortunately I had a negative experience with these guys because they lost my parcel. I still haven't received it and Viabox can't provide me with any information. When I contacted their customer service they said they'll resolve my issue as soon as possible, but nothing was done. I heard nothing but empty promises and lies. I'm very disappointed with Viabox and will never use their service again!

I have purchased a camera which was quite and expensive one ($700) and it was sent to me via Viabox service. The store I bought it from promised free shipping to my country.
So my order was shipped and later I received a message directly from Viabox stating that I need to pay for the shipping service. They said that shipping to my country would cost $150! I'm a frequent only shopper and used many shipping service and this Viabox is the most expensive one! $150 is a robbery! That is too expensive! I refused to pay and they said that they will not be able to ship it. So in the end I had to waste extra $150 to get my camera.

As a new customer, I arranged for two packages to be sent to Viabox with a view to them being forwarded on to the UK. One package was delivered to them on
8/11/2016 and the other on 8/16/2016. I requested that they be shipped together to cut down on shipping costs. However this did not happen and I was advised that
the fault was mine and, that a second payment was needed to ship the remaining package. I duly paid but then discovered that the first shipment clearly stated it should have contained two items. When I raised this with Viabox Customer services they first claimed that they had received 3 packages and that two packages had been in the first shipment.
When I pointed out that hasn’t been the case they then changed their story and claimed that although the shipment stated it contained two packages it had only contained one and that I had not overpaid. When I then pointed out that the cost of the first shipment had been more than enough to cover two packages and that they’d had no right to ask for a second payment they stopped responding to emails.

As a result of all of this I have been hit with a customs tax for the first shipment as the documents state it contains two packages instead of just one. Having read the experiences of other victims of Viabox, it seems to me that this is a scam they have pulled on more than one occasion in order to con customers into making extra and unnecessary payments. I have no hopes of recouping monies I’ve laid, not to mention the customs charges I must now pay but think it is about time this company is brought to book and prevented from continuing with these practices.

Good Day,
Can you tell me the status of my insurance claim which was submitted 8 months ago?
I insured the package through viabox and feel you should honour the claim.

1) what is the purpose of paying via-insurance? Your web site says its extra coverage and claims will be processed as quickly as possible - this has not been the case at all.
2)Since I do not seem to qualify for extra insurance even though I paid for via-insurance, could you please explain what the purpose of via-insurance is?
3) Why have you ignored my last two e-mails?

Regards.

Terrence Holmes.

Good Day,
Can you tell me the status of my insurance claim which was submitted 8 months ago?
I insured the package through viabox and feel you should honour the claim.

1) what is the purpose of paying via-insurance? Your web site says its extra coverage and claims will be processed as quickly as possible - this has not been the case at all.
2)Since I do not seem to qualify for extra insurance even though I paid for via-insurance, could you please explain what the purpose of via-insurance is?
3) Why have you ignored my last two e-mails?

Regards.

Terrence Holmes.

My first time using this company will also be my last. I was never contacted after I mailed them all the forms so I didn't even know if the system was set up. Anyway, to make a long story short, a 10 pound shipment that I paid $15 to ship there magically turned into a 15 pound shipment, and their lowest shipping price was $93.00 US dollars for what they said would be 2 to 4 day shipping to Canada! But when I paid for that the estimated delivery date came back as 15 days later! Here we are 15 days later and the TNT Tracking shows the last update was December 28 and the package was still in the USA! What a rip-off and what a waste of time this has been! Furthermore, it took them 5 days to re-package and ship the goods by 2 to 4 day shipping! So why pay for express shipping when it takes them 5 days just to put it in the mail, and then it takes another 2 weeks or more to get the package?! At this point I'm wondering if I will ever get my package as many other people are saying they were lied to and their package never came through. LAST OF ALL, THEY OBVIOUSLY POST MANY FAKE 5 STAR REVIEWS on TRUST PILOT TO COMPENSATE FOR THE MANY REAL 1 STAR REVIEWS! Bye bye ViaBox and I will never again rely on Trust Pilot for real reviews!

I bought a phone and sent to my suite, two days after it got there and I was immediately notified. I made payment for shipping the same day which was quite expensive ($149), few hours later I was sent a DHL waybill number for tracking. The package arrived in 5 days, and about 6 days after DHL was still to deliver so I picked up the phone to call them, the lady told me its either my package was missing or an empty box was sent so they could not deliver. I called Viabox and they said my package was still in the suite, and there must have been a mixup. I called back an hour later and they were no longer picking my calls. Viabox reps contradicted their statements. So I called with another number, they picked up and said I should go ahead and resolve my problem with DHL. I refused and told the lady to file a claim with DHL herself. $499 phone + $149 shipping fee. Their support no longer responds to my ticket. Update : Dhl just confirmed an empty box was shipped.

Hi sir, I am a frequent online buyer, especially US websites such as Amazon, Ebay, Walmart etc. Lately I have been using several shipping addresses in the US, lately I searched for a new shipping company that I could ship my stuff to then to my home country, UAE. I found viabox as an option, I subscribed and started shipping to the address they provided to me. I purchased 3 items from Ebay and have them shipped to viabox, I placed my order to viabox and paid the shipping cost to UAE through Aramex . It showed me that I would receive my shipment between 3 to 7 days . Now 10 days have already passed and whenever I check the order status, its still gives me processing . I sent many messages and emails to viabox to inquire about my shipment but unfortunately no response so far .Now almost 20 Day's that I am communicating with them and yesterday i realize the are scam company. My stuff cost around $400 (it's from my daily expenses also i fully trust US company ), I got this email ID from social forum, I hope this is right Please here below I attaching my ebay tracking number I want retrieve or return to eBay that my item . Kindly help me to get this Item 1.http://www.ebay.com/itm/381137900421?_trksid=p2060353.m2749.l2649&ssPageName=STRK%3AMEBIDX%3AIT Tracking #: 9405511898489822442557 Carrier:USPSParcel Item Number : 2 http://www.ebay.com/itm/131440001438?_trksid=p2060353.m2749.l2649&ssPageName=STRK%3AMEBIDX%3AIT Tracking #:9474810200881756855079 Carrier:USPS Item number :3http://www.ebay.com/itm/271973994906?_trksid=p2060353.m2749.l2649&ssPageName=STRK%3AMEBIDX%3AIT Tracking #:9400116901588981961215 Carrier:USPS

Be very careful of viabox. They will not always provide you with receipts showing your purchase, only in their webpage can you see your item's details.

If you check bbb.org, which is an established consumer protection agency, viabox or Viaddress has a F rating. F being the lowest from A to F.
"BBB file experience shows a pattern of complaints alleging that the firm did not deliver the packages as agreed"
This is also what ive experienced, in that they lost a costly item, but refuse to provide a refund in a reasonable time.

https://www.faa.gov/news/press_releases/news_story.cfm?newsId=18175
"$70, 020 civil penalty against Viabox of Elkhart, Ind. The FAA alleges that on July 19, 2014, Viabox offered two containers containing flammable aerosol automotive products to FedEx for shipment by air to Montreal, Canada. FedEx employees discovered the aerosol cans and notified the FAA."
"Viabox did not respond to the FAA’s notice of proposed civil penalty within the required 30 days. The FAA has issued a final notice to Viabox. In response to the final notice, Viabox may pay the amount proposed, pay an agreed-upon amount, or request a hearing."

Again, lack of prompt and proper response to serious matters and lax business standards and employees. Be prepared to spend months settling an issue with them. Also be prepared to handle vague responses and blame shifting. Be suspect of those 5 star reviews, when the FACTS show otherwise.

Even though the Viabox site says that you can send items to your suite by Fedex, FedEx refuses to deliver to Viabox. Can't find out why, but after reading reviews after my experience, mine is NOT an isolated case. Viabox do not inform customers that this is a recurring problem. .
I had an item shipped to Viabox twice (costing me shipping TWICE) and eventually lost the item because FedEx refused to deliver to Viabox. Viabox will not forward my items to another address within the U.S., citing "fraudulent activity ".
The only fraudulent activity going on here is the lack of transparency and deceptive conduct by Viabox.
In retrospect, after reading the numerous negative reviews about Viabox and the positive ones, from my experience the negative ones are more truthful. 20/20 vision in hindset.
Should be renamed "liar box".
RECOMMENDATION - STAY WELL AWAY FROM VIABOX

My experience was unbelievably bad. Not only did they open my package, but then they refused to ship it to me, offering instead to ship it back to the sender.

But not at a discount rate. See I had paid for fedex service to me. Now that they refused, they wanted to charge me the same $62 to ship it back to sender ... UPS.

It's a good business to be in if you're a scam artist, I guess, because that's a spread of like $30 between Fedex and UPS, and you make $30 per package just pissing customers off with empty promises.

If you hear about Viabox, run. I am writing this in the hopes that people who are thinking of using Viabox read it and change their minds. I wish I had merely googled Viabox first, but somehow I fell into their trap.

Don’t use the company www.viabox.com. I was furious with them. They didn’t deliver my package and told that it was lost in the warehouse. After that they provided different fake excuses, but tipped toed around me and my order. I told them to provide it or return money back, ‘coz I was sick of waiting. But they did nothing. The worst company, so please stay away from them and don’t use their services.