Sparesbox Reviews 

Antwoord van 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)

Antwoord van 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)

Antwoord van Sparesbox

Geüpdatet op 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)

Antwoord van 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)

Antwoord van Sparesbox

Geüpdatet op 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)

Antwoord van 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