Accessfobs レビュー 11

Accessfobs からの回答

2025年9月30日

Thank you for your feedback. We’re genuinely sorry to hear that you were unhappy with your experience — that was never our intention, and we regret that it escalated the way it has.

We do feel it’s important to share some context, as this situation is complex and involved several steps. Your chargeback request via Klarna came as a complete surprise to us, as we had not received any prior communication regarding a problem with the key, nor had the item been returned at that point.

As a small team, we acted quickly and reached out via phone to understand what had gone wrong and how we could resolve it. We acknowledge that the initial call did not go well and apologise for any miscommunication or upset caused.

To try and move things forward more constructively, another team member followed up to help clarify the situation, and because the key had still it been returned we continued cooperating fully with Klarna during their investigation.

The order was placed on 5th August, and the chargeback was submitted on 6th September — at that time, the item still hadn’t been returned, which placed it outside of our 30-day return policy. Klarna reviewed all the evidence we provided and ultimately ruled the case in our favour.

When the item was eventually returned, 26th September we still issued a refund as a gesture of goodwill. However, we later discovered the chargeback had been reopened, which unnecessarily further prolonged the case.

Due to the disruption and impact this case has caused our small business, we have since made the decision to stop offering Klarna as an alternative payment method.

We’re sorry if our communication came across as passive-aggressive — this was never our intention, which is always to be clear and direct about our policies, and we appreciate the opportunity to clarify what happened from our side.

We understand that policies may not always align with customer expectations, but we always aim to handle every case fairly and respectfully.

Accessfobs からの回答

2025年9月26日

Thanks so much for the fantastic review! We’re thrilled to hear our products and Dawn’s advice have been so helpful. Your recommendation means a lot – we look forward to supporting you with all your car key and locksmith needs!

The Access Fobs Team

Accessfobs からの回答

2025年9月24日

Thank you so much for your kind review and for being a repeat customer—we truly appreciate your continued support! Feedback like yours not only makes our day but also reminds our team why the work they do matters.

Every member of our team puts in incredible effort to provide the best service, and your recognition helps lift their spirits and motivates them to keep doing their very best.

We’re looking forward to serving you again soon!

Accessfobs からの回答

2025年9月23日 に更新

You first emailed us on Thursday afternoon, 18 September and left this Trust Pilot review Friday 19 Sept! We do not open over the weekend, and you emailed again Monday 22 Sept. For urgent queries we recommend phoning us, as we normally need more than two working days to investigate and reply.

Your email enquiry was immediately passed to our technician for advice on the VCDS diagnostic programmer and its suitability for key programming. He has since tried to contact you several times via phone without success.

To clarify, VCDS is a diagnostic tool; it can pair the remote side of the key but cannot programme the transponder chip to start the vehicle. This is why the key wouldn't work, not because of the battery. From the photos provided it appears the battery-holder prongs were bent—likely during handling. This is not a manufacturing fault: the key case would not close if it were.

We offer a 30-day return policy, the link is available on every page of our website in the help centre. If you are not satisfied, you can simply return the item for a refund or exchange. There is no need for a chargeback or negative review—this can be resolved quickly with a little patience and direct communication.

We remain committed to resolving this matter.

Accessfobs からの回答

2025年9月23日

Thanks Nasim for your custom and support, we are very grateful.

Accessfobs からの回答

2025年9月23日

Thank you Paul, yes this was Mark and we will pass on your kind words. I am sure he will appreciate your feedback.

Accessfobs からの回答

2025年9月23日

We’re sorry to read this, Nathan, and apologise for your experience. As the business has grown, we are continuously improving our infrastructure, though this can still be challenging. In May 2025 we expanded our team to three members to help manage the high volume of communications we receive, and we hope your experience has improved since leaving this review in Dec 24.

We always encourage customers to call us, rather than email, if they experience any issues. Occasionally things still go wrong with picking, packing, and inventory—but we are only human, and there is nothing that cannot be resolved at Access Fobs.

Accessfobs からの回答

2025年9月23日

Thank you Ian for a such a positive review, much appreciated.

Accessfobs からの回答

2025年9月23日

We have confirmed that you have never purchased keys from us. Your friend did make a purchase and was refunded. Leaving a review on Trustpilot as a non-customer is misleading and violates Trustpilot’s guidelines. This appears to be a deliberate attempt to harm our business. We take false reviews seriously and have reported this to Trustpilot for removal.