Sparesbox Anmeldelser 7.724

Besvarelse fra Sparesbox

4. mar. 2024

Thank you for taking the time to share your feedback with us. We truly regret any inconvenience you've experienced, and I want to personally address your concerns regarding the availability of our products and the status of your order.

We strive to maintain accurate stock information on our website, and the item you ordered was in stock and dispatched within 48hrs. However, we've encountered an unexpected delay with the courier, which has resulted in the lack of additional tracking updates. Please know that this is not the standard of service we aim to provide, and we share your frustration.

To ensure you're not left in the dark, we've initiated a thorough investigation with our courier partners. We're committed to locating your parcel as swiftly as possible. In the event that the package cannot be found, rest assured that we will offer a replacement or a full refund, according to your preference.

We sincerely appreciate your understanding and patience as we navigate this situation. Rest assured, our team is fully committed to resolving your issue promptly and efficiently.

- Luke (Head of Customer Experience)

Besvarelse fra Sparesbox

4. mar. 2024

Thank you for sharing your feedback, and I sincerely apologise for the delays you’ve experienced with your order. We understand how important it is for our customers to receive parts promptly.

The part you ordered is custom-made, requiring an estimated 90-day lead time as stated on our website. We aim to keep our customers well-informed and set accurate expectations for such unique orders. However, we acknowledge that there was an unforeseen delay in receiving the stock from our manufacturer, which subsequently pushed back our dispatch date. Our team is actively working to minimise such delays and improve our communication regarding order status updates. We genuinely apologise for this additional wait and the inconvenience it has caused.

If you have any further questions or need additional support, please don't hesitate to get in touch with us. We're here to help.

- Luke (Head of Customer Experience)

Besvarelse fra Sparesbox

21. feb. 2024

Thank you for taking the time to share your feedback. Anyone who has purchased a product online only to learn it is not available would be upset. I am truly sorry to hear that this was your experiences with us. This is not the level of service we aim to provide, and we apologise for the inconvenience caused.

We strive to keep our inventory information as accurate as possible; however, in this instance, there was an unforeseen error in the stock level for that particular product's supplier feed. This led to the unfortunate situation you experienced. I have identified the error and have escalated it to be resolved by our IT department.

As soon as we became aware of the issue, we processed a full refund to ensure you were not left out of pocket. Please know that we are actively working on improving our systems and processes to prevent such issues from occurring in the future.

Once again, we apologise for the inconvenience and hope to have the opportunity to serve you better in the future.

- Luke Byrnes (Head of Customer Experience)

Besvarelse fra Sparesbox

12. feb. 2024

Firstly, I want to extend my sincerest apologies for the inconvenience and frustration you've experienced with your recent purchase of brake pads from our Sparebox eBay store. It's disheartening to hear that they did not fit your car and that you've faced challenges in getting in touch with us for a resolution. We strive to make every customer's experience positive, and it's clear we've missed the mark in this instance.

I've taken note of your situation and am genuinely sorry for the delay in our response. I can confirm that a member of our team did reach out on the 31st of January via eBay, apologising for the mistake in our fitment data and requesting further vehicle information to assist us in rectifying the issue. However, you may have missed it.

To ensure we resolve this matter to your satisfaction, I'm stepping in personally. Please rest assured, I am committed to making this right for you.

- Luke (Head of Customer Experience)

Besvarelse fra Sparesbox

Opdateret den 31. jan. 2024

Firstly, I want to extend my sincerest apologies for the issue you've encountered with the rack end for your Lexus IS200 2001 model. It's concerning to hear that the part is not matching up correctly, and I understand the frustration and inconvenience this has caused.

Upon reviewing what's happened, it appears that the name that populated for your email address flagged our spam filter which led to your initial contact with us being closed prematurely. I want to assure you that this fault has now been identified and resolved. Your experience is extremely important to us, and I'm going out to you personally to ensure this matter is sorted out promptly and efficiently.

- Luke Byrnes (Head of Customer Experience)

Besvarelse fra Sparesbox

23. jan. 2024

I’m truly sorry to hear about the delay in receiving your order. A 13-day wait for a delivery within 200km is far from our standard, and your frustration is completely justified.

I completely understand your concerns regarding our courier service. Our commitment to delivering across Australia involves collaborating with multiple courier partners, each with a track record of very similar success and failure. It's important to acknowledge that, in handling a high volume of deliveries, challenges are inevitable. However, please be assured that we take every customer experience seriously. We consistently review and assess the performance of our courier partners, and your feedback about this unfortunate incident will be a part of our ongoing evaluation process. Rest assured, we are dedicated to continuously improving our service.

In light of your experience, I want to make sure we address this matter quickly. I will reach out to you to offer you a choice of either a full refund or a replacement for your order.

Your feedback is crucial to us, and I appreciate you taking the time to share your experience.

- Luke Byrnes (Head of Customer Experience)

Besvarelse fra Sparesbox

22. jan. 2024

Anyone who has purchased a product online only to learn that there was an inventory issue would be upset. I hope you can accept my most sincere apology that this was your experience.

At Sparesbox, we strive for excellence in serving our customers, and we deeply regret that your experience did not meet our usual high standards. The miscounted qty of the product you purchased was an unfortunate error, and we acted in good faith by promptly issuing a full refund upon realising the problem. Please note: the inventory issue was resolved and the single qty of the product is available for purchase. (You cannot add two to cart now thanks to you bringing this to our attention).

The error that occurred in your case was a rare mishap. We have robust systems in place to ensure the accuracy of our inventory, and we are making continuous improvements to these systems to prevent similar issues in the future.

Your feedback is invaluable to us, and it has already led to discussions on how we can enhance our customer service and inventory management. We are committed to learning from this experience and improving our processes.

Thank you again for bringing this to my attention.

- Luke Byrnes (Head of Customer Experience)

Besvarelse fra Sparesbox

12. jan. 2024

I want to extend my sincerest apologies for the inconvenience and frustration you experienced with your recent order. I understand how disappointing it is to receive only part of an order, and the added frustration of the remaining items being cancelled.

The issue you faced was due to the discontinuation of a product by Nulon. Unfortunately, this product should not have been listed as available on our website. We recently launched a new website, and amidst this transition, there have been some challenges, including previously discontinued products erroneously reappearing on our site. This oversight led to the delay in communication and subsequent cancellation of part of your order.

Please know that we have already taken the required steps to rectify this issue. Your experience has highlighted areas where we need to improve, and we are grateful for this feedback.

I would like to personally reach out to discuss how we can make this right for you. Please expect an email from me shortly. I am committed to turning this experience around for you.

- Luke Byrnes (Head of Customer Experience)

Besvarelse fra Sparesbox

Opdateret den 28. dec. 2023

Firstly, thank you for taking the time to share your feedback. I want to sincerely apologise for the frustration and inconvenience you've experienced with your recent order. It's clear we've fallen short of the high standards we set for ourselves and our service.

I'm glad to see that Dean was able to assist you with the cancellation and refund. Rest assured, we are taking a close look into what went wrong with your order. It's important for us to understand and rectify these issues, not only for you but for all our customers.

While we strive to maintain seamless communication and prompt order fulfillment, it's evident that we've missed the mark in your case. We are actively working to improve our processes, including how we handle high-demand items and backorders, to prevent such situations in the future.

Your experience has been shared with our team, and it will be a catalyst for the improvements we are committed to making. We value your business and hope to have the opportunity to serve you better in the future.

- Luke (Head of Customer Experience)

Besvarelse fra Sparesbox

11. dec. 2023

Thank you for taking the time to leave a review. We’re sorry to hear that your order has not been fulfilled as expected and that you're still waiting on an item. This is not the level of service we aim to provide, and we understand your disappointment, especially given the delay.

To help resolve this matter quickly and efficiently, could you please reach out to us at support@sparesbox.com.au? When you send your email, kindly attention it to Luke and include your order number. This will ensure that I personally review what's happened and assist you in the best way possible.

We are committed to making things right for you. Once we have your order information, we will investigate what occurred and explore all possible solutions to fulfill your order promptly or provide an alternative resolution that meets your needs.

I appreciate the opportunity to address your concerns. I look forward to hearing from you and thank you for your patience and understanding.

- Luke (Head of Customer Experience)

Besvarelse fra Sparesbox

Opdateret den 7. dec. 2023

Thank you for taking the time to share your feedback regarding your recent order with Sparesbox. We understand your frustration regarding the delay in dispatching your order. Please accept our sincere apologies for any inconvenience this has caused. We strive to deliver the best service possible, and in this instance, we recognise we fell short.
 
Your order was placed during our Cyber Weekend sale, which although planned, was much more popular than we had anticipated. This surge significantly impacted our usual processing times, resulting in the delay you experienced. We're continually working to enhance our systems and processes to better handle such peaks in the future.
 
Rest assured, we are committed to ensuring a smoother experience for you and all our customers moving forward. Your patience and understanding in this matter are greatly appreciated. If there's anything further we can do to assist you, please do not hesitate to contact us.

- Luke Byrnes (Head of Customer Experience)

Besvarelse fra Sparesbox

29. nov. 2023

Thank you for taking the time to share your concerns with us. We're genuinely sorry to hear about your disappointment with the Bilstein shock. At Sparesbox, we aim for the highest quality in our products, and it's concerning to hear that your experience doesn't reflect that.

We have stringent quality assurance processes in place to ensure that such issues are rare. However, given that we cannot open and inspect every product before dispatch, there are instances where the quality of a product may not be fully known to us. Without the product being returned, our ability to investigate and understand what has occurred is limited.

I understand that you chose not to return the shock absorber and installed it due to the immediate need for your vehicle, which unfortunately means we're no longer able to accept it as a return, as we'd need for it to be returned in the condition that you received it. This is essential for us to quickly assess the product you received and once approved provide a refund or a replacement.

Should you have any questions or wish for us to clarify our policies regarding returns, please reach out to our Customer Support Team.

Luke Byrnes
Head of Customer Experience