Mytopia Opiniões 204

Resposta da Mytopia

Há 4 dias

Hi Sharon,

Thank you so much for your kind feedback!

We’re really glad to hear that you were happy with how your concern was handled and that the replacement process went smoothly. It means a lot to us to know that our team was able to respond quickly and provide the support you needed.

If there’s anything else we can assist you with in the future, please don’t hesitate to reach out. We’re always here to help.

Thanks again for your support!


Regards,
Shai

Resposta da Mytopia

Há 3 dias

Hi Erdin,

Thank you for sharing your feedback, and we sincerely apologise for any inconvenience this may have caused you.

We have reviewed your case and note that you were advised your order had been placed on hold, while you have mentioned that you were considering purchasing a different model. To clarify, our intention in asking about your preference was to determine how you wished to proceed, whether to arrange a cancellation or to assist you with selecting an alternative unit that may better suit your needs.

We confirm that there was an error in our system at the time, and your order had already been dispatched despite the advice provided to you. We recognise that this conflicting information contributed significantly to your experience, and we accept responsibility for this error.

Following your cancellation request, our team coordinated with the logistics provider to initiate a Return to Sender to have the item redirected back to our warehouse.

To resolve this matter, we confirm that your refund has now been processed and forwarded to our Accounts Team for final processing. The funds will be returned to your original payment method in accordance with standard processing timeframes.

Please be assured that there has been no intention to withhold your funds at any stage. Our process is to ensure that returned items are received and assessed appropriately so that the correct resolution can be provided.

We appreciate your cooperation in speaking with us to resolve the issue with you. We are committed to assisting you and ensuring this matter is addressed appropriately.

Kind regards,

Daisy
Social Media Team

Resposta da Mytopia

1/04/2026

Hi John,

Thank you for your feedback and for your kind words about our service we truly appreciate it!

We’re sorry to hear about your experience with the delivery team, as this is not the level of service we aim to provide. Your feedback has been noted, and we’ll be sharing this with our delivery partners to help improve future experiences. We hope to have the opportunity to serve you again and provide a smoother overall experience next time.


Thank you for your support!

Regards,
Shai

Resposta da Mytopia

29/03/2026

Hi Mark,

Thank you so much for your kind review!

We’re really glad to hear that the product met your needs and provided great value for money. Your feedback means a lot to us and helps us continue delivering quality products and service.

If you ever need any assistance or have further questions, please don’t hesitate to reach out. We are always happy to help.

Thank you again for your support!

Regards,
Mich

Resposta da Mytopia

Actualizada a 3/03/2026

Hi Justin,

Thank you for taking the time to update your review.

We’re pleased that the matter was resolved before the scheduled tribunal date, including full refunds for the relevant purchases and reimbursement of the filing fee. We also appreciate your confirmation that all funds were received and that the application has been withdrawn.

We would like to acknowledge and thank you for your cooperation in updating your reviews and withdrawing the case against us.

Thank you again for helping bring this matter to a close.

Regards,
Mich

Resposta da Mytopia

9/02/2026

Hi Sam,

Thank you for taking the time to share your experience.

We recognise that this situation was disappointing and frustrating, particularly given the safety concerns raised and the scooter's intended daily use.

We've been in direct contact with you through email and are actively following up on this. All feedback of this nature is reviewed carefully, and cases like this are taken seriously by our team.

We appreciate customers bringing concerns to our attention, as it allows us to review our processes and make improvements where needed. Our focus is always on ensuring products meet expectations and that concerns are addressed appropriately.

Customer feedback plays an important role in helping us improve our service and ensure issues are handled with care and accountability.

Regards,
Mich

Resposta da Mytopia

25/01/2026

Hi Peter,

Thank you for your feedback and for choosing Edisons.

We’re pleased to hear that you found the transaction easy and the delivery fast and prompt. It’s also great to know the gazebo was straightforward to set up and met your expectations.

We appreciate your support and are glad you’re happy with your purchase.

Regards,
Mich

Resposta da Mytopia

26/01/2026

Hi Steve,

Thank you for your feedback regarding your recent order and delivery experience.

We would like to confirm that we have already contacted you via email to address your concerns directly and to discuss this matter further.


Your feedback has been noted and is being reviewed internally to improve the clarity of our delivery information and ensure more consistent communication moving forward.

We appreciate you bringing this matter to our attention and look forward to continuing the conversation with you via email.

Regards,
Mich

Resposta da Mytopia

22/01/2026

Hi Nikki,
Thank you so much for the 5-star review! ​
We’re thrilled to hear you found the experience easy and fast, and it’s fantastic to know you like the wheelchair so much that you’ve saved our site to your favourites. That really means a lot to us!
If you ever need any assistance or have questions in the future, we’re always here to help. Thanks again for your support and enjoy your wheelchair!
Regards,
​Hana

Resposta da Mytopia

20/01/2026

Hi there,

Thank you so much for your 5-star review! We’re thrilled to hear that you were happy with the price and quick delivery.

Your feedback really means a lot to us, and we’re glad we could provide a smooth experience. If there’s anything else you need in the future, please don’t hesitate to reach out.

Kind regards,

Charlotte
Social Media Team

Resposta da Mytopia

16/01/2026

Hi JD,

Thank you for taking the time to share your feedback. We’re sorry to hear about your frustration and appreciate the opportunity to clarify and assist.

We understand your concern regarding post-warranty servicing for your Valk Primal 9 scooter, particularly for routine maintenance items such as tyre reseating and brake adjustment.

As an additional clarification regarding the tyre concern, a flat or damaged tyre is not considered a manufacturing defect and is therefore not a warrantable fault. Tyres are classified as consumable components, meaning they are subject to wear, punctures, and damage through normal use and external factors such as road conditions, debris, and riding environment.

As clearly stated on its product manuall on page 21, it is essential to regularly inspect tyre inflation in order to reduce the risk of punctures and to extend the lifespan of the tyres. This is standard maintenance to ensure the proper functioning of your product.

Please understand that maintenance of the tyres falls outside the seller's direct control and responsibility, which is why the manual specifically mentions the need for regular checks. Given that this issue pertains to maintenance rather than a manufacturing defect, it does not qualify as a warrantable fault under our warranty policy.

It appears that the issue with the tyre may have been caused by misuse or external factors, rather than a fault with the unit itself.

We also note that your scooter has been in use since July 2024, during which time normal wear and maintenance requirements would reasonably be expected to arise. For this reason, the tyre issue is no longer considered a parts-related matter but is instead a routine maintenance requirement.

That said, we are still happy to assist where possible. We hope this clarifies the position regarding the tyre issue.

Should you require spare parts, they can be obtained via our website.

Regards,
Mich
The Social Media Team

Resposta da Mytopia

29/12/2025

Hi Mark,

Thank you for taking the time to share your feedback.

We sincerely apologise for the frustration this experience has caused, particularly given the importance of receiving your BBQ in time for Christmas. We understand how disappointing this situation was and appreciate you bringing your concerns to our attention.

Your order was placed as a pre-order, and the delay was impacted by stock being held and transferred from an external warehouse during an exceptionally busy Christmas period. At this time of year, we experience a significantly higher volume of orders, along with increased pressure on logistics and courier networks.

While these factors contributed to the delay, we acknowledge that our communication throughout the process did not meet your expectations, and for that, we apologise.

We can confirm that your BBQ cover has now been delivered. The remaining item, the BBQ (9 Burner Double Hood), is currently still in transit. Please be reminded of the standard delivery timeframe of 5–10 business days. We are actively following up to ensure it is delivered as soon as possible. While this does not lessen the frustration experienced prior to delivery, we appreciate your feedback and welcome the opportunity to assist further toward a fair and positive outcome.

Please be assured that your case is currently under review by our senior management team, and a senior representative has already contacted you by phone to discuss your experience.

Once again, we are sorry that this experience fell short of expectations. Thank you for bringing this matter to our attention and for giving us the opportunity to review and improve our service. We look forward to speaking with you again soon.

Kind regards,
Mich

Resposta da Mytopia

15/12/2025

Hi there,

Thank you for sharing your experience with us.

We are truly sorry to hear about your husband’s situation, and we completely understand how difficult this time must be for you.

We would like to clarify the timeline of your order. It was dispatched on 3 November 2025, just a few hours after your purchase. While we understand that you contacted us shortly after to request a cancellation, our delivery policy advises that once payment has been completed and an order has been processed for dispatch, it can no longer be cancelled.

We always aim to assist our customers wherever possible and have reviewed your request. However, due to our fast dispatch process, the order had already progressed beyond the point where it could be stopped and therefore had to be handled in accordance with our policy.

Our standard Change of Mind policy applies to returns when a customer decides they no longer want an item. This normally allows for a store credit with a 20% handling fee. We processed the return in accordance with our policies to ensure it was handled fairly and promptly. You can review all the information here: https://www.mytopia.com.au/customer-service#returns

Beyond the policy, we aimed to support you during this difficult time, and we are disheartened to see your experience reflected in a 1-star review. Our intention has always been to act fairly while assisting with your situation as much as possible.

Given the exceptional circumstances surrounding your order, we wanted to support you beyond the standard policy. As a gesture of care, we have processed a partial refund of $615.20 instead of store credit. This was done to acknowledge your situation while still adhering to our processes and policies.

Our intention has always been to act fairly and assist wherever possible, and we are disheartened to see your experience reflected in a 1-star review. We hope this message demonstrates that we took proactive steps to accommodate you despite the constraints of our policy.

Thank you for your understanding.

Kind regards,

Charlotte,
Social Media team

Resposta da Mytopia

11/12/2025

Hi Ronda,

Thank you for your fantastic review! We truly appreciate you taking the time to share your positive experience.

We understand how crucial timely delivery is right now, and we're delighted we could meet your needs quickly and efficiently.

We wish you and your family a wonderful holiday season and look forward to serving you again soon!

Regards,
Ace
Social Media Team

Resposta da Mytopia

Actualizada a 8/10/2025

Hi Frank,

Thank you so much for taking the time to update your review and share your positive experience following our recent communication.

We’re genuinely sorry for the initial issues and frustration you faced, and we truly appreciate the opportunity you gave us to make things right. It's incredibly fulfilling for our team to know that our efforts to resolve your concerns were well received, and we’re very happy that you’re now satisfied with the outcome.

Your feedback is extremely valuable, and your willingness to reassess the situation means a lot to us. We’re especially grateful for your kind words and are pleased to hear that you’ll consider purchasing with us again.

Thanks once again for your patience, understanding, and trust. We look forward to serving you again in the future.

Regards,

Mich
The Social Media Team

Resposta da Mytopia

12/09/2025

Hi Vernessa,
Thanks for the review! We're glad to hear your delivery was quick — that’s what we aim for! 😊 We look forward to serving you again soon!
Regards, Jane

Resposta da Mytopia

8/09/2025

Hi Consumer,

Thanks for the great feedback! We’re glad to hear your order was processed and delivered quickly — that’s exactly what we aim for. If there’s anything else you need, we’re always here to help.
Regards, Jane

Resposta da Mytopia

4/09/2025

Hi Jason,
Thank you so much for your kind words! We're glad to hear that communication and delivery met your expectations. It was a pleasure assisting you, and we look forward to helping again in the future!
Regards, Jane

Resposta da Mytopia

17/08/2025

Hi Laurence,

Thank you for your feedback—we’re glad to hear you had a good overall experience with us!

We understand your frustration regarding the postage limitations. While our courier partners currently don’t offer direct delivery options to some remote areas, please know that we are actively working on improving this to provide broader coverage in the future.

Thank you again for your honest review, and we hope to serve you better in the future.

Regards, Jane