PACK & SEND Edinburgh East appears to maintain a predominantly positive reputation among its customers, with a few instances of negative experiences that impact its overall standing. Customers frequently praise the professionalism, responsiveness, and exceptional packing skills showcased by the staff, emphasizing the security and integrity of their shipped items upon arrival. Feedback signals that items such as artwork, fragile glass objects, and antiques are handled with care, resulting in undamaged goods reaching destinations as far as the USA and New Zealand. Notably, some reviews attribute their pleasant experiences to individual staff members, specifically citing names and emphasizing the contributed advice and assistance. However, negative feedback also emerges, revealing experiences of subpar packaging, delayed shipments, poor communication, and higher than expected costs. The primary concerns are centered around items not being packed as agreed, insufficient protection for fragile items, and lack of responsiveness, which has led to dissatisfaction and financial loss for some customers. These divergent experiences suggest a potential inconsistency in service quality, signaling a need for closer attention to service reliability and customer communication.