Mail Boxes Etc. Holborn — Local services in London

Simply Awful. Do not answer the phones, they just cut you off after a couple of rings or if you are lucky a couple of minutes. If the online chat is a real person then they are the worst customer service person ever as they don't help at all and just copy paste responses. The tracking number provided by the US embassy does not work on the website. No contact or useful response whatsoever.

I cannot think of a way they could make the customer experience worse.

UPDATE: How can people reach out to directly when you don't answer the phone, respond to emails or provide anything other than copypasta via live chat?

UPDATE 2: Visited the store and was able to get my passport. The service from the 2 staff was fine and were clearly doing their best, but the place was heaving. Nearly 40 people crammed into a tiny waiting area. Difficult to tell where the queue actually was to give your code to the chap and nowhere to sit while you waited for your documents to be bought to the counter. The premises is completely unsuitable for the numbers they are serving. Never got any further responses digitally in the end. I won't be changing my review score.

FINAL UPDATE: EDIT: One of the reasons i was trying to get in contact was to find out if I could collect my passport on a Saturday. I have now found out that you CANNOT do this. Luckily I decided not to risk it and go in the week so didn't waste 6 hours and £100 on travel costs, but I easily could have done. Mailboxes inc: This is why you need to answer enquires instead of ignoring them! This doesn't need an "investigation" it just requires you to do your...

Had visa appointment on 7th march and passport is sent and ready to be picked up within 7-10 days. It is now 25th march and I don’t have my passport. I received an email with the tracking number which was really unclear but still went to pick up my passport. I waited for two hours and they came out and said the tracking number is wrong and said to leave. Sending people away who have come to collect their personal passports is insane. This also happened to numerous others who would’ve been there all day or come days before aswell. They said the numbers were wrong so they couldn’t find the passports so they would rescan and send out emails with new tracking numbers. Still yet to receive this email. Scanned passport number wrong? Weird. Correct for some but not others. There were people there that were more forceful about their passports because of upcoming flights and they would go down and conveniently find the passports a to others they were lazy and rude. They just wanted to close early inconveniencing people. It’s an important place to work with important documents not a regular place. Do not trust them with my documents. Will probably not hear or they will say they’ve lost the passports. I’m shocked. Really disorganised and disgraceful customer service. Sent an enquiry form, called many times all without response before and after going to pick up passport to check reference numbers and now to call about my new number which I still have not received. Needs to shut down or new people....

Awful! Appalling. Unimaginably awful. MBE Holborn is a complete joke. My documents arrived at their facility on Tuesday April 22nd, and were delivered by DPD. I got a notification from DPD that my documents had been delivered to ‘Name Withheld.’ I have the evidence of this. A whole week passed by without any acknowledgement of receipt, nor confirmation that the documents had been dispatched to the U.S consulate. I emailed MBE Holborn five times but didn’t get a response. I rang their phone almost 10 times everyday for a week. It went unanswered. I finally went there on Sat April 26th, and found 10 people squashed like sardines in their stuffy office. All of them were complaining about the same issue. Some had received emails to come and collect their passport on that Saturday, but upon arrival they found a notice inscribed at the door, informing customers that ‘No Visa Services over the weekend.’ One guy said he had to change his flights. Others, like me, had sent in their documents but received no acknowledgment of receipt from MBE. My question is very simple here: How did the United States Embassy end up partnering with such an incompetent organisation. As it is I’m not even sure if my documents are somewhere in their untidy office, or they were shipped to the consulate, or if I’ll ever get my documents back. I’ll never know. I’m just waiting, as if I’m waiting for Jesus Christ’s second return. Please do better. You are completely useless, unhelpful, indifferent and...