Sparesbox レビュー 7,728

Sparesbox からの回答

2024年12月8日

Thank you for sharing your feedback. I want to personally apologise for the frustration and disappointment this situation has caused you. It’s clear we’ve fallen short of your expectations, and I take full responsibility for ensuring we address this properly.

When you emailed us on Friday, our team was working through a higher volume that unusual post the Black Friday and Cyber Monday promotions. Hopefully you received my response from Friday which explained that your missing cabin filter was the result of an unusual error in our system. I want to assure you that this issue has been escalated to our IT and Development Team to prevent it from happening again. In the meantime, I’ve upgraded your shipping to express and prioritised your order with our eFulfillment Manager to ensure it is dispatched on Monday.

If there’s anything more I can do to assist, please don’t hesitate to reach out directly or reply to my earlier email.

Thank you for your patience and for giving us the opportunity to make this right.

- Luke Byrnes (Head of Customer Experience)

Sparesbox からの回答

2024年12月1日 に更新

Thank you for sharing your concerns. I’d like to provide some clarity about how our pricing and shipping policies work.

Product Pricing and Shipping Costs
Our products are listed without shipping costs included. Shipping charges are calculated and added during checkout based on your location. This approach allows us to provide accurate shipping rates tailored to each customer's address.

Free Shipping Policy
There is no general reference to free shipping on our website, except during specific promotions like our current Cyber Sale. As part of this promotion, orders over $99 qualify for free shipping. Unfortunately, the orders you referenced were below this threshold, which is why the standard shipping cost was applied.

Commitment to Transparency and Integrity
At Sparesbox, we operate with transparency and integrity. We do not engage in false or misleading advertising, and we take any such claims very seriously. I can also confirm that we have received no warnings or notices from any regulatory body regarding false advertising.

We appreciate your feedback and understand the importance of clear communication. If you have further questions or need assistance with future orders, please don’t hesitate to reach out to our customer service team.

Sparesbox からの回答

2024年11月28日

Thank you for sharing your honest feedback, Warwick. I’m truly sorry for the frustration and inconvenience this delay has caused. I completely understand how disappointing it is when an order takes longer than expected to arrive, especially when clear communication is so important during these times.
 
We understand how important it is to receive your order quickly and so we worked hard to ensure your order was dispatched promptly, leaving our warehouse the next day. However, as this falls during the start of peak courier volume with retailers offering Black Friday promotions, I can see that delivery is taking longer than estimated. Given that it's been 10 days since you placed the order and it's beyond the initial delivery estimate, I’ve reached out to Couriers Please to determine when your order will be delivered. I’ll update you personally as soon as I have more information.
 
We take your concerns about communication seriously and will be reviewing this internally to ensure we’re better balancing speed with detailed, personalised updates for our customers. Your experience matters to us, and we’re committed to learning from this to improve going forward.
 
Thank you for your patience while we work to make this right.

- Luke Byrnes (Head of Customer Experience)

Sparesbox からの回答

2024年11月24日

Thank you for reaching out and sharing your feedback regarding your recent experience with our Drivetech 4x4 semi-flexible solar panel. I’m sorry to hear about the challenges you've encountered, and I truly understand how frustrating this situation must be for you. At Sparesbox, we aim to deliver high-quality products and a seamless customer experience, so it's disappointing to learn we’ve fallen short in meeting your expectations.

Regarding your warranty claim, I’d like to clarify that in order for us to process a warranty claim with the supplier, the panel does need to be returned for assessment. I completely understand how inconvenient this process may feel, especially given the permanent nature of your panel’s installation. However, this step is essential for initiating the evaluation required by the manufacturer.

Additionally, after reviewing your case and the nature of the damage, I wanted to provide some guidance on solar panel care to prevent issues in the future. Specifically, we strongly advise against using a pressure washer to clean solar panels. This is because:

Damage Risk: The high pressure can scratch, crack, or puncture the surface, impacting both the functionality and longevity of the panel.
Warranty Implications: Many manufacturers, including this supplier, caution against pressure washing as it can void the warranty.
Water Intrusion: High-pressure water may force moisture and debris into delicate wiring or electronics, potentially causing irreversible damage.

For routine cleaning, we recommend using a soft cloth or sponge with mild soapy water and gently rinsing with a low-pressure hose.

We’re here to support you through the warranty process as smoothly as possible. If you have any questions regarding the return or the warranty process, please don’t hesitate to reach out to us directly.

Luke Byrnes (Head of Customer Experience)

Sparesbox からの回答

2024年10月24日

I want to start by offering my sincerest apologies for the frustrating experience you’ve had with this order, David. I completely understand your disappointment and frustration. What you described is far from the standard of service we strive for, and I’m deeply sorry for the inconvenience this has caused you.

After investigating the issue, I’ve identified that this was caused by an error in the way our systems processed your order, specifically between eBay and our fulfillment software. I’ve escalated this to our IT department to ensure this issue is fully resolved so that it doesn’t impact future orders.

I’ve taken action to resolve the immediate issue by ensuring your remaining headlights are being express-shipped to you as we speak. I've replied to your eBay message with all the details.

I’m glad to hear that the dispatch time surprised you positively this time around as we've been working hard to improve our performance over the last 12 months. That being said, I understand that the choice of courier can sometimes be hit or miss. While Couriers Please worked out this time, we appreciate your thoughts on their past performance and will consider this as we review our shipping partners.

I genuinely appreciate your patience, despite everything, and I want to make this right. If there's anything more I can do to help, whether that’s providing updates, offering further assistance, or ensuring the final delivery is seamless, please don’t hesitate to reach out directly.

Once again, I apologise that we missed the mark this time, but I hope we have the chance to regain your trust in the future.

- Luke Byrnes (Head of Customer Experience)

Sparesbox からの回答

2024年10月18日

Thank you for taking the time to speak with me about the challenges you faced with your recent order, Kalon. I truly appreciate your patience and the opportunity to understand what happened.
 
We take every bit of feedback seriously here at Sparesbox, and I’m genuinely sorry for the delays and the inconvenience caused by the stock issue. We’re passionate about what we do at Sparesbox. While we're human and don’t always get it right, we are committed to making it right every time. I’m glad we found a solution that I hope works for you, and I’ll be keeping an eye on your future orders to make sure things go more smoothly.
 
Thank you once again for your understanding. We look forward to providing you with a better experience in the future.

- Luke Byrnes (Head of Customer Experience)

Sparesbox からの回答

2024年10月9日 に更新

Thank you for your feedback, and I'm truly sorry to hear about the delay and the frustration it's caused. 
 
We understand how disappointing it must be to have your order take longer than expected. Our original 10-business-day estimate included both procuring the product and having it dispatched on time, which occurred on time.. Unfortunately, Australia Post encountered an issue with missorting your parcel, which has added an unexpected delay.
 
While we can't control every aspect of the delivery process, we take responsibility for keeping you informed and doing everything we can to resolve this as quickly as possible. We're in contact with the courier to ensure your order gets to you without further delays, and we will continue to monitor the situation closely.

Again, we sincerely apologise for the trouble this has caused, and we appreciate your patience as we work through this. If you have any further concerns or would like more information, please don’t hesitate to reach out to us directly.

- Luke Byrnes (Head of Customer Experience)

Sparesbox からの回答

2024年9月11日 に更新

We’re truly sorry to hear about your experience, it's certainly not what we aspire to.

I think it's important that I provide some clarity regarding your experience. You purchased a special order product. This type of product requires additional time for procurement as it’s sourced directly from the supplier. This is why the product is listed with a 10-day delivery timeframe which is communicated via the product page, at checkout and in the confirmation email. That delivery timeframe includes 7 days for the product to be secured from our supplier, transferred to our warehouse, and prepared for dispatch. The remaining 3 days were allocated for the courier delivery to you.

When you reached out to us via email, our support team responded within three hours and provided a full refund shortly after your request.

This situation highlights a gap in how we handle special orders, and it’s something we’re actively working on. We’re in the process of redesigning how these products are listed so that customers like you have all the necessary information to make informed decisions.

I regret that we’ve caused you to lose trust in us, and we’ll be using your feedback to improve. We hope to have the opportunity to make things right in the future.

If there is anything else we can do for you, please reach out and let us know. We are here to help.

- Luke Byrnes (Head of Customer Experience)

Sparesbox からの回答

2024年7月8日

Thank you for taking the time to speak with me on the phone today. I want to sincerely apologise for the inconvenience you've experienced with your radiator order from Sparesbox. I understand how frustrating it is to wait for an item without any tracking updates, especially when you were expecting it within 2-4 days.

We dispatched your order on the 26th, but unfortunately, there have been no scanning events since it left our warehouse. Given this situation, we will provide you with a full refund for the radiator.

I also want to acknowledge your feedback regarding our customer service and eBay's handling of your claim. Your experience has highlighted a need for additional coaching regarding the investigation of tracking events and when to deem a parcel lost in transit.

Again, I'm truly sorry for the inconvenience this has caused. If you have any further questions or need assistance with anything else, please don't hesitate to reach out.

- Luke Byrnes (Head of Customer Experience)

Sparesbox からの回答

2024年7月4日

I am truly sorry to hear about your experience with our product and the delay in processing your refund. Your frustration is completely understandable, and I sincerely apologise for the inconvenience this has caused you.

We are aware of your open warranty claim and regret that the manufacturer has not yet provided an outcome for assessing the product. We assure you that we will follow up with them immediately and emphasise the urgency of resolving this matter, given the time that has elapsed since your claim was submitted.

Please know that we are committed to ensuring our customers receive the quality service they deserve. Your feedback is invaluable to us, and we are working diligently to rectify this situation.

- Luke Byrnes (Head of Customer Experience)

Sparesbox からの回答

2024年6月21日

Anyone who has received a product and it is not the right part would be frustrated. I am sorry that this has been your experience, Jac. Rest assured, we'll do all we can to make this right.

We'd like to investigate what went wrong here but don't have enough information to identify your order just yet. To protect your personal information, we've placed an information request via TrustPilot. If you could please supply the necessary details there, it can be supplied to us here at Sparesbox.

Once we receive your information, I'll reach out to you directly so we can discuss what has occurred and seek to resolve this with you.

Thank you for your patience and understanding.

- Luke Byrnes (Head of Customer Experience)

Sparesbox からの回答

2024年6月20日

Anyone who has purchased a product online and it was not what they expected would be upset. I hope you can accept my most sincere apologies for this poor experience.

You are right, there was an error in our listing, and a replacement part for a product was listed as the complete product. We strive to resolve these issues quickly and we have offered a return for a full refund as a remedy in line with consumer protection guidelines. However, we understand this may not be the solution you were hoping for.

We may not always get it right but we always act to make it right. I have reached out to you personally to try and resolve this with you.

- Luke Byrnes (Head of Customer Experience)

Sparesbox からの回答

2024年6月20日 に更新

I'm sorry to hear about the trouble you've had with your recent Narva purchase and the difficulty in reaching us. I apologise for any frustration this has caused.

The only way an eBay return is authorised and a return label provided is through our support team's action, so we'd like to investigate what went wrong here. To protect your personal information, we've placed an information request via TrustPilot. If you could please supply the necessary details there, it can be supplied to us here at Sparesbox.

Once we receive your information, I'll reach out to you directly to resolve this issue promptly.

Thank you for your patience and understanding.

- Luke Byrnes (Head of Customer Experience)

Sparesbox からの回答

2024年5月31日 に更新

I’m sorry to hear that you’re unhappy with our service, Richard. We do have a dedicated customer support team that is here to help. Unfortunately, we haven't received an order under your name and without any other details it's difficult to address your specific concerns about response times or cancellations.

If something went wrong with your order, I would greatly appreciate the opportunity to review it and make things right. I have sent you a TrustPilot request for information which is a secure way for me to obtain details that will allow me to investigate what happened without it being posted publicly to protect your privacy.

Rest assured, I will get to the bottom of what happened and will reach out to you to discuss your feedback in full, should you wish it.

Again, I am sorry that we've let you down on this occasion but I hope we have the opportunity to rebuild your trust in us here at Sparesbox in the future.

- Luke Byrnes (Head of Customer Experience)

Sparesbox からの回答

2024年5月17日

Thanks for shopping with Sparesbox, I can see what the confusion is, Layne. The transmission oil you purchased was a special order product that was not in stock at our warehouse and needed to be ordered in. It was listed on our website with a delivery expectation that would see it arrive in 11 business days, not calendar days.

The longer delivery time is to account for the lead time from our supplier to our warehouse. That lead time is why the delivery expectation detailed on the website listing might be longer than you expect. Our mission is to become Australia’s one stop shop for all things automotive. There are over 1 million different car parts that are available for the vehicles driven here in Australia so we simply couldn't stock every part available on the website. So some of those products are special order and through our partners and suppliers, we have a view of what car parts are available with all our suppliers. We then source it from that supplier and the time it takes to arrive from them to our facilities, the lead time, is factored into the delivery expectation. We don't dropship but I can understand given the confusion with business days vs calendar days how you might easily make that assumption.

We'd recommend waiting for the parts to arrive before booking your mechanic. That way there's no chance anything outside of your control can cause disruption for the booking.

I have good news though, I can see your order is dispatched and on it's way to you. Hopefully you receive it soon and your car can be serviced promptly.

In the meantime, if you have any questions or concerns, please let us know and we'll be happy to help.

- Luke Byrnes (Head of Customer Experience)

Sparesbox からの回答

2024年5月8日

Thank you for sharing your feedback regarding your recent experience with Sparesbox. I'm sorry to hear about the issues you've encountered with your Autometer oil pressure gauge.
 
I also want to thank you for taking the time to speak with me this afternoon about your experience and what's happened with the Autometer gauge. We now have a plan in place to resolve the issue for you with a little bit of investigation to ensure it's the right solution. I'll be looking after the issue moving forward, and you can reach out to me anytime if you have any questions or concerns.

Thank you for your patience and understanding.

- Luke Byrnes (Head of Customer Experience)