Sparesbox Opiniões 7730

Resposta da Sparesbox

17/05/2024

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)

Resposta da Sparesbox

8/05/2024

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)

Resposta da Sparesbox

Actualizada a 3/05/2024

I'm very sorry to hear about the frustration and inconvenience you've experienced with your order, Aaron. We always aim to deliver the best possible customer experience, and it's clear we've not lived up to that promise in your case.
 
The items you ordered were special order parts, which have a lead time as they need to be ordered from our supplier. This was listed on the product and the delivery estimate provided at checkout and via the confirmation email.
 
I can confirm the refund was processed on the 23rd and the funds were transferred successfully. We recommend reaching out to your bank as they may be able to investigate why the funds are not available in your account.

Again, we apologise for any confusion and sincerely hope we have the opportunity to rebuild your trust in us here at Sparesbox in the future.

- Luke Byrnes (Head of Customer Experience)

Resposta da Sparesbox

23/04/2024

I'm really sorry to hear that you've been disappointed with the dispatch times at Sparesbox. We aim to provide clear and accurate information about dispatch times on our website, noting whether a product is in stock on our shelves or with a supplier. This is to ensure our customers have realistic expectations based on our supply chain processes.

It seems we may not have met your expectations in this regard, and for that, I apologise. I'd really appreciate it if you could reach out to me directly via email or our website contact us form. I'm keen to review your orders and investigate what has occurred. I would like to address any issues to improve your experience with us.

Thank you for your feedback, and I hope we can rebuild your trust in us here at Sparesbox.

- Luke Byrnes (Head of Customer Experience)

Resposta da Sparesbox

Publicada a 22/04/2024

We sincerely apologise for the inconvenience you experienced with your recent order. We acknowledge that there was an inventory error and despite our efforts to rectify the situation promptly, we regret that we could not meet your expectations this time.

Please know that we value your feedback and are taking steps to improve our processes to ensure a better experience for all our customers.

If there’s anything further we can assist you with or if you wish to discuss this matter personally, please don’t hesitate to reach out to me directly.

Thank you for your patience and understanding.

- Luke Byrnes (Head of Customer Experience)

Resposta da Sparesbox

23/04/2024

I'm sorry to hear about your concerns regarding our online reviews and customer service. I want to clarify that we do not delete any reviews we receive; transparency with our customers is incredibly important to us. It’s concerning to hear that you feel this way, and I'm committed to addressing any issues you've experienced.

Unfortunately, without further details, it's challenging to fully understand and resolve the situation. I've noticed we haven't received a response to our information request via TrustPilot. Could you please reach out to me directly via email, or through our 'Contact Us' page on our website? I'd really appreciate the opportunity to review what has happened and ensure your concerns are addressed properly.

Thank you for bringing this to our attention, and I look forward to hearing from you so we can make things right.

- Luke Byrnes (Head of Customer Experience)

Resposta da Sparesbox

4/03/2024

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)

Resposta da Sparesbox

4/03/2024

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)

Resposta da Sparesbox

21/02/2024

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)

Resposta da Sparesbox

12/02/2024

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)

Resposta da Sparesbox

Actualizada a 31/01/2024

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)

Resposta da Sparesbox

23/01/2024

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)

Resposta da Sparesbox

22/01/2024

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)

Resposta da Sparesbox

12/01/2024

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)

Resposta da Sparesbox

Actualizada a 28/12/2023

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)