Mytopia Avis 

Réponse de Mytopia

13 mars 2025

Hi Andy,

I sincerely apologise for the delays and any frustration this situation has caused you. We understand how important your scooter is for your daily transportation, and we regret that the process has not met your expectations.

Although we are truly sorry for the inconvenience, please know that we have been actively responding to your emails and ensuring that you were kept informed throughout the process. That said, we acknowledge that updates alone are not enough, as we understand you urgently need a working scooter.

To resolve this, we have previously offered a replacement, but we have not yet received a response from you. We are reaching out again to confirm if you would like to proceed with the replacement so we can arrange this as quickly as possible. We will also send the offer again to your nominated email address and wait for your response.

​We truly value your feedback and are committed to turning this into a positive experience for you.

Thank you for your patience and understanding.

Regards,

Mitch
Mytopia Social Media Team

Réponse de Mytopia

20 févr. 2025

Hi JB,
Thank you for the great review! We’re so glad to hear that you continue to choose Mytopia for your purchases. We work hard to keep our prices competitive and ensure fast shipping, so it's fantastic to know you’ve had a positive experience. We really appreciate your continued support and look forward to serving you again soon!
Regards, Jim

Réponse de Mytopia

6 févr. 2025

Hi Lachlan,

We appreciate your feedback regarding your recent order.

Upon reviewing our records, we confirmed that the stainless steel water bottle you attempted to purchase originally had a $31.24 shipping fee based on the correct postcode for your address. Our records also indicate that you initially provided an incorrect address, which resulted in the system displaying free shipping. Specifically, you entered 2000 as your postcode instead of 6**1. This discrepancy triggered an error in our system, prompting our customer service team to contact you via email to confirm your correct shipping address and inform you of the $31.24 shipping fee.

For your information, this shipping fee is readily available on the shipping fee calculator located on every product listing page on our website. This allows customers to easily check shipping costs before checkout. We strive for transparency in providing this information. While we understand the default postcode on the calculator may be 2000, you could've easily clicked the calculator and entered your postcode (you are well aware that your postcode is not 2000) to ensure accurate shipping costs and set appropriate expectations.

Furthermore, I reviewed your email exchange with our customer service team and noted their attentive responses. Standard email communication generally allows for a 24-hour response timeframe. However, your 12 consecutive empty emails caused your ticket to be repeatedly pushed down our queue, delaying our team's ability to see your email promptly. While I am unsure if sending numerous empty emails is normal, I can assure you that I tried calling your registered phone number multiple attempts, but these calls were unanswered.

It is disheartening to receive your feedback, especially considering the error originated on your end. As a one-time courtesy, we were willing to waive the shipping fee, understanding that this oversight likely contributed to your feedback. We always aim to provide good customer service to our customers and make sure that all possible solutions can be offered to them. I manually tested your postcode with a dummy order and confirmed that our website is functioning correctly. Our checkout page clearly displays the shipping fee in the order summary, making it virtually impossible to miss before proceeding with payment, unless the address was entered incorrectly.

Regards,
Jay

Réponse de Mytopia

27 janv. 2025

Hi Peter,
Thank you for your fantastic review! We're so glad to hear that you were happy with the quick delivery and the great price. We really appreciate your recommendation to friends and family—it means a lot to us! If you need anything else, don't hesitate to reach out. Thanks again!
Regards, Jake

Réponse de Mytopia

20 janv. 2025

Hi Donna,

Thank you so much for your 5-star review! We're thrilled to hear you're happy with our prices and fast delivery.

We hope you enjoy your new sofa bed once you've moved!

Regards,
Jay

Réponse de Mytopia

12 janv. 2025

Hi Jeff,

Thank you for your wonderful review! We're thrilled that we could meet your expectations. Your satisfaction is our top priority, and we're grateful for your support.

Regards,
Jay

Réponse de Mytopia

6 janv. 2025

Hi there Twiggy,

We apologise for the negative experience you had with your order and for the lack of communication you received.

We've double-checked our records and confirmed that all our automated notification systems were active and functioning correctly during that period. We're puzzled as to why you didn't receive any updates regarding the supply issue and cancellation of your order. We also verified the email address associated with your order and confirmed it matches the one you're currently using, further adding to the confusion.

While we can't explain why the automated notifications didn't reach you, we want to assure you this is not typical of our service.

If you decide to give us another chance in the future, we would be more than happy to assist you with your order personally to ensure a smooth and positive experience. Please don't hesitate to contact us directly if you have any further questions or concerns.

Regards,
Jay

Réponse de Mytopia

16 déc. 2024

Hi B G,

Thank you for such wonderful feedback and for choosing us. Your satisfaction is our utmost priority, and your feedback serves as a great encouragement for our team to continue delivering outstanding experiences to our customers with our products. We hope to serve you again soon!

Regards,
Jay

Réponse de Mytopia

4 déc. 2024

Hi Darryl,

We sincerely apologise for the unfortunate experience you had with your e-scooter. We understand your disappointment, and we want to assure you that this is not the standard of service we strive to provide.

We've carefully reviewed your case and understand that a partial refund of $60 was offered to cover the cost of the damaged inner tube. While we appreciate your understanding of the situation, we know that this doesn't fully compensate for the inconvenience and time you had to invest in resolving the issue.

We value your feedback and hope you'll reconsider your review. Your honest opinion helps us identify areas where we can improve and provide a better experience for our customers.

Thank you for your understanding and patience.

Warm Regards,
Jay

Réponse de Mytopia

24 nov. 2024

Hi there Glenda,

Thank you so much for your kind words and 5-star rating! We're thrilled to hear that you're happy with your shopping experience.

We appreciate you taking the time to share your positive feedback. It’s customers like you who make our work worthwhile. We look forward to serving you again soon!

Kind regards,
Jay

Réponse de Mytopia

18 nov. 2024

Hi Belinda,

Thank you so much for your 5-star review! We're thrilled to hear that our knee scooter has made your recovery process easier and more comfortable.

It's great to know that it's also convenient for outdoor use. We're committed to providing quality products that improve our customers' lives.

Thank you again for your kind words and support.

Kind Regards,
Jay

Réponse de Mytopia

12 nov. 2024

Hi Shane,

Your kind words mean a lot to us. Thank you for sharing your positive experience. We're committed to continuously improving and providing you with the best service possible.

Regards,
Jay

Réponse de Mytopia

10 nov. 2024

Hi Tony,

Thank you for your wonderful review! We're thrilled that we could meet your expectations. Your satisfaction is our top priority, and we're grateful for your support.

Regards,
Jay

Réponse de Mytopia

6 oct. 2024

Hi Nev,

Thank you for recognizing our efforts in providing excellent delivery service! We appreciate your support and look forward to serving you again soon.

Regards,
Jay

Réponse de Mytopia

17 sept. 2024

Hi Harry,

We're pleased to receive your positive feedback! Thank you for taking the time to share your thoughts. It's customers like you who make our work truly fulfilling.

Regards,
Jay

Réponse de Mytopia

19 sept. 2024

Hi there,

We value your feedback and take all customer concerns seriously.

We understand that you've encountered issues with your order. To better assist you, we attempted to reach out to you to gather more information about your specific concerns. Unfortunately, we haven't received a response.

Our website provides clear and accessible terms and conditions, including our return policy. We encourage all customers to review these policies before making a purchase to ensure they understand their rights and responsibilities. Our company is committed to complying with the ACL. All of our policies are publicly available, and we strive to provide transparent information to our customers before making any purchase.

We would be happy to investigate your specific concerns further if you could provide us with your order number or any additional details. Please feel free to contact our customer support team at https://www.mytopia.com.au/contact/ if you need further assistance.

Kind Regards,
Jay

Réponse de Mytopia

27 juin 2024

Hi Phillip,
Thank you for the 5-star review! We are so pleased that you are happy with our delivery and service, this means a lot to us. As for the invoice, kindly email us at https://www.mytopia.com.au/contact/ so we can send it to you. Be sure to shop with us again soon, we’d love to see you again!
Regards,
Jane

Réponse de Mytopia

12 avr. 2024

Hi there Marisol,

We appreciate you taking the time to share your experience with us.

Upon reviewing the sequence of events, it appears there was a miscommunication regarding the delivery address, which unfortunately led to complications with the shipment. Allow us to provide some clarity on the matter:

1. You originally provided an address that is outside the coverage area of our courier services, and we promptly informed you of this limitation.

2. After being notified of the coverage issue, you provided an alternate address via webchat. We acted swiftly to update the shipping details in our system to reflect this new address, as the order was still on hold at that time due to the invalid first address.

3. Subsequently, you contacted us again via webchat, indicating that the tracking number showed an incorrect address. Upon investigation, it was revealed that the second address provided was not accurate. However, this was the information provided during the chat interaction.

Given the urgency to ensure timely delivery, the information provided during our conversations is crucial for us to process orders accurately. Unfortunately, in this instance, the incorrect address led to the dispatch of the package before the discrepancy was discovered.

Please know that our customer support team strives to assist our customers to the best of their abilities. However, timely and accurate information provided by customers is essential for us to fulfil orders efficiently.

Should you require further assistance or have any additional concerns, please don't hesitate to reach out to us through our customer support team with this link: https://www.mytopia.com.au/contact/

Regards,
Jay

Réponse de Mytopia

2 avr. 2024

Hi Liv,

Thank you for your wonderful review! We're thrilled that we could meet your expectations. Your satisfaction is our top priority, and we're grateful for your support.

Regards,
Jay