Solippy レビュー 23

Solippy からの回答

2日前

Hello,

we’re truly sorry for the frustration this has caused and we understand why seeing “label created” can feel worrying, but we want to reassure you that we do not take payment without shipping orders, and we have hundreds of thousands of customers worldwide who receive their devices.

There is also an important clarification about timing: we do not claim “delivered in 48 hours”, we state that we dispatch/ship within 48 hours, meaning the label is created and the parcel leaves our warehouse within that time. The delivery time is separate and is clearly indicated on our website in the dropdown “What are your shipping times”; for the UK, the delivery time we announce is 4 to 8 business days after dispatch.

Regarding the wording you were given, when support says it’s “not our issue”, what they mean (and how it should have been explained) is that once the parcel has been dispatched and handed to the carrier, the tracking scans and last-mile movement are handled by the carrier, in your case Royal Mail, which is why updates can sometimes lag behind even though the parcel is already in their network.

If you share your order number with us privately via Trustpilot, we will check your shipment right away and give you a clear update on its status.

John Edgar
Customer Experience Manager, Solippy

Solippy からの回答

2日前

Bonjour Nathalie,

Nous sommes désolés que cette expérience vous ait inquiétée et nous comprenons parfaitement votre réaction, mais nous tenons à vous rassurer, il ne s’agit pas d’une arnaque, vous avez bien reçu votre commande et la différence de nom vient d’une confusion liée au branding.

Concrètement, le Appy et le Loop sont le même appareil, issu de la même entreprise, avec les mêmes caractéristiques, mais selon le pays d’expédition le nom et le packaging peuvent varier pour des raisons de droits de marque, car certaines marques sont déjà déposées localement et nous devons nous adapter pour pouvoir livrer légalement.

Concernant le chat en ligne, il est bien actif et notre équipe vous répond du lundi au vendredi de 9h à 19h (heure française), et si vous nous contactez en dehors de ces horaires vous pouvez écrire à support@solippy.com
, nous répondons sous 48h.

Enfin, pour le numéro de téléphone, vous avez raison de le signaler, nous avons actuellement un léger souci technique sur cette ligne et notre équipe est déjà en train de le corriger.

Si vous le souhaitez, vous pouvez partager en privé votre numéro de commande et nous vérifierons votre dossier pour vous confirmer tous les détails.

John Edgar
Customer Experience Manager, Solippy

Solippy からの回答

2日前

Hello,

We understand why this looks concerning, but it doesn’t mean the order is fake or that Solippy is a scam.

Solippy has hundreds of thousands of satisfied customers, and a company running a scam wouldn’t be processing hundreds of thousands of orders — it would be shut down by payment platforms and providers very quickly. You can also see this directly from your order number, which reflects how many customers placed an order before you.

When a tracking number doesn’t show on Royal Mail, it’s often because the parcel is still with the initial carrier or on an route before it is handed over to Royal Mail for the final leg, or there is a delivery/tracking issue that needs a carrier update.

At the moment we can’t verify your specific order status from this review because we don’t have your full name or order number, and “Sarah S” isn’t enough to locate your customer file.

We’re going to contact you privately via Trustpilot now to request your order details so we can investigate immediately with the carrier and provide you with a clear delivery update.

In the meantime, you can also reach us via the live chat Monday to Friday from 9am to 7pm (French time), and outside of those hours you can email support@solippy.com
and we reply within 48 hours.

John Edgar
Customer Experience Manager, Solippy

Solippy からの回答

2日前

Hello,

we’re sorry this surprised you, but it’s not a scam and you did receive the correct device, it’s the same product with different branding.

The Loop and the Appy are the exact same device from the same company; the name/packaging can change depending on the country of shipment because of trademark constraints in certain regions where brand names may already be registered.

If you share your order number privately, we can confirm your order details and reassure you fully, and our team is also available on live chat Monday to Friday from 9am to 7pm (French time), or by email at support@solippy.com (reply within 48 hours).

John Edgar
Customer Experience Manager, Solippy

Solippy からの回答

2日前

Ciao,

Ci dispiace davvero per la tua esperienza negativa e prendiamo la tua segnalazione molto seriamente. Abbiamo preso nota del tuo messaggio e, grazie al nome del profilo con cui hai pubblicato la recensione, possiamo avviare un controllo interno per capire cosa è successo con la tua email e perché non hai ricevuto l’assistenza che ti aspettavi.

A nome del team Solippy ci scusiamo per il disagio, e ti chiediamo di contattarci di nuovo in privato con il numero d’ordine così possiamo riprendere il tuo caso subito e trovare una soluzione concreta.

John Edgar
Customer Experience Manager, Solippy