UNIVERSAL SURPLUS レビュー 

UNIVERSAL SURPLUS からの回答

2025年4月15日

Hello Sir,

We’re truly sorry about your experience and everything that happened throughout your order. After carefully reading your message and reviewing the situation, it’s clear that our service wasn’t at the level we aim to provide—and we fully acknowledge that.

From the confusion around the flat-rate shipping to the delay in our response and the condition in which you received your beanie, this is not the standard we strive for. The way your case was handled is not normal and absolutely not acceptable by our internal standards. We’ve since worked hard to address the gaps in our customer service to ensure this kind of situation doesn’t happen again.

What really stood out to us is your attitude throughout the exchange. Despite your disappointment, you remained respectful and constructive in your tone—and that’s something we deeply value and want to highlight. Your fair message helps us see clearly where we need to improve, and we’re genuinely grateful for it.

We know we’ve made mistakes, and we’re committed to doing better. Our goal is to provide a service that reflects our values—transparent, fair, and respectful of our customers’ expectations.

Thank you again for taking the time to share your experience.
The UNIVERSAL SURPLUS team

UNIVERSAL SURPLUS からの回答

2025年3月24日

Hello Jones,

We’re truly sorry to hear about your experience — this is absolutely not the level of service we aim to provide. We understand your frustration, especially given the delivery fee and the unexpected delay.

Please know that we’re actively working on improving our shipping options to make them not only more reliable but also more affordable, as we want every part of the experience to meet your expectations.

Don’t hesitate to come back to us so we can look into this more closely and do our best to make things right.

Thank you for your patience and for bringing this to our attention.
The UNIVERSAL SURPLUS Team

UNIVERSAL SURPLUS からの回答

2025年4月28日

Hello Sir,

Thank you for your detailed feedback, and we’re truly sorry for the experience you’ve had.

We fully understand how frustrating it must have been to face delays, receive incorrect items, and experience difficulties reaching our customer service. This is clearly not the experience we want to offer, and we sincerely apologize for all the inconvenience caused.

At the time of your order, we were facing internal disruptions that unfortunately impacted our service quality, including shipping delays, communication lapses, and return handling. While this is not an excuse, it explains some of the disorganization you encountered, and we deeply regret that it affected your experience.

Regarding the return costs: if the error was on our side (wrong items or wrong sizes sent), you should absolutely not have been charged for the return shipping. We apologize for this misunderstanding. Please contact us directly at info@universal-surplus.com, and we will make sure you are properly refunded for the return shipping costs.

We also take your feedback about our website very seriously. We are actively working on improving our structure, product descriptions, and overall shopping experience to better serve our customers.

Thank you again for bringing these issues to our attention. We are committed to learning from them and improving.

The UNIVERSAL SURPLUS team

UNIVERSAL SURPLUS からの回答

2025年4月28日

Hello,
Thank you for your feedback, and we're glad to hear that the issue was eventually resolved.

We sincerely apologize for the inconvenience caused, receiving the wrong size and a damaged item is clearly not acceptable, and we completely understand your frustration.
We also recognize that our response time was not up to standard at that time, and we have been working hard to improve both our communication and the accuracy of our shipments.

Thank you again for your patience and for bringing this to our attention. We hope to offer you a much smoother experience in the future.

The UNIVERSAL SURPLUS team

UNIVERSAL SURPLUS からの回答

2025年4月28日

Thank you, Paul! We're happy to hear that you’re pleased with both the GATs and our customer service.

The UNIVERSAL SURPLUS team

UNIVERSAL SURPLUS からの回答

2025年4月17日

Hello,
We’re truly sorry to hear that your experience didn’t meet your expectations.

After reviewing our records, it appears we did not receive any email from you prior to your return. The only message we can find is from our customer service team, who contacted you after receiving your returned item, asking whether you preferred a refund or an exchange for a different size. Unfortunately, that message remained unanswered.

We completely understand your frustration and regret any confusion or inconvenience this may have caused. Please don’t hesitate to reach out if you have any further questions or if there’s anything we can do to assist you.

The UNIVERSAL SURPLUS team

UNIVERSAL SURPLUS からの回答

2025年4月17日 に更新

Hello,

We're truly sorry for the frustration and inconvenience you've experienced.

Regarding the sizing, it’s important to note that Adidas sizing can be quite specific and typically runs small. For example, a true EU 42.5 in foot length usually corresponds to an Adidas EU 44.5. This can easily cause confusion when comparing with other brands. That’s why we always recommend checking the CM (centimeter) measurement printed on the inside label of your shoes and using that as your reference, it’s the most accurate way to choose the correct size across different brands.

As for the delay in refund and communication, we sincerely apologize. While it’s not an excuse, we want to share that during the time your return was being processed, we were in the middle of relocating our warehouse. Unfortunately, the move took longer than anticipated and disrupted our operations, causing delays in processing returns and responding to inquiries. Again, we are very sorry that this affected your experience.

We take your feedback seriously and will use it to continue improving our service. If there’s anything else we can do, please don’t hesitate to reach out.

The UNIVERSAL SURPLUS team

UNIVERSAL SURPLUS からの回答

2025年4月17日

Hello,
Thanks for your feedback, and we're glad the refund was finally processed.

Sorry again for the delay and the lack of communication. We were in the middle of relocating our warehouse at the time, which slowed things down more than expected. That’s not an excuse, just some context.

We understand it was frustrating and we’re working to avoid this kind of situation in the future.

The UNIVERSAL SURPLUS team

UNIVERSAL SURPLUS からの回答

2025年4月28日 に更新

Hello,

We’re very sorry for the bad experience you had and sincerely apologize for the inconvenience caused.

At the time of your order and return, we were in the process of changing our warehouse, which unfortunately delayed all our operations, including refunds and customer service responses. Even if this is not an excuse, we fully understand how frustrating the situation must have been.

We are happy to confirm that a refund of €120.94 EUR was issued on September 10, 2024.

If you have any further questions, feel free to reach out to us at info@universal-surplus.com, we’re here to help.

The UNIVERSAL SURPLUS team

UNIVERSAL SURPLUS からの回答

2025年10月6日

Bonjour Adrien,

Merci beaucoup pour votre retour et pour vos mots sur la qualité de nos produits !

Nous nous excusons sincèrement pour le délai d’expédition, qui a été impacté par un changement d’entrepôt.

Nous prenons vos remarques très au sérieux afin d’améliorer notre communication et nos délais à l’avenir.

Nous sommes ravis que votre commande corresponde à vos attentes et espérons vous revoir bientôt parmi nos clients.

Bien à vous,
The UNIVERSAL SURPLUS Team

UNIVERSAL SURPLUS からの回答

2025年4月17日

Hello,

We’re truly sorry for the frustration and disappointment you’ve experienced.

After reviewing the situation, we can confirm that you returned the jacket without first contacting us. Unfortunately, at that time we had just changed warehouses, so your return couldn’t be delivered to our old address and was dropped off at a pickup point instead. Since we hadn’t been informed of the return, we had no way to track the parcel or know it was waiting.

Once you reached out to us, we replied a few days later, and we fully acknowledge that this delay is on us. We're sorry for the lack of communication and the confusion this caused.

That said, we did collect the parcel and your refund has now been issued.

We understand how upsetting this situation was and we're taking steps to improve how we handle returns and communication in the future. Please rest assured that we are not a scam, just a small team that had some operational issues during our warehouse move, and we take full responsibility for that.

Thank you for your patience, and don’t hesitate to reach out if there’s anything else we can help with.

The UNIVERSAL SURPLUS team

UNIVERSAL SURPLUS からの回答

2025年4月28日

Hello,
We’re very sorry for the delay and for the disappointing experience you had.

At that time, we were facing some structural issues and preparing for the move of our warehouse, which unfortunately impacted the processing and shipping of orders. Even if this doesn't excuse the situation, we truly apologize for the inconvenience caused.

We are happy to confirm that your refund was processed on August 4, 2024.
We’re also sincerely grateful to see that you decided to give us a second chance by placing a new order after this experience.

Thank you for your trust, we’ll do our best to make sure your next experience is much smoother.

The UNIVERSAL SURPLUS team

UNIVERSAL SURPLUS からの回答

2025年4月28日

Hello,
We’re truly sorry for the experience you had and for the frustration it caused.

After reviewing the conversation, it’s true that you returned the items within the correct timeframe, and we also acknowledge that we took too long to answer at first, we sincerely apologize for that. However, our team did try to resolve the issue, but unfortunately, we never received a reply from you afterward.

Please feel free to contact us again at info@universal-surplus.com so we can fix any remaining issues as quickly as possible.

The UNIVERSAL SURPLUS team

UNIVERSAL SURPLUS からの回答

2025年4月28日 に更新

Hello,

We’re very sorry for the delay in our response and for the bad experience you had.
We fully understand your frustration and sincerely apologize for the inconvenience caused.

Since then, we have made significant improvements to both our customer service and our logistics to offer a much better experience to all our customers.
We appreciate your feedback, as it helps us continue to grow and improve.

The UNIVERSAL SURPLUS team

UNIVERSAL SURPLUS からの回答

2025年4月28日

Thank you for your kind message Paul !