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MX Store Online store
Malcolm A.Perth, WA
- Online store
- Verified customer
Poor customer service and return policy
Bought new gloves from MX online through Ebay.
First ride on new bike of 24klm they shredded.
Complained online through Ebay and no answer, left it for a few days.
Phoned directly and emailed photos of proof, but requested more 'evidence'
Final straw was MX customer service promised to phone me back Friday with an outcome, no call...
1 comment
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Oost
- 2 reviews
- 1 like
- Online store
- Verified customer
Terrible customer service..
B Bi ought gloves online that were faulty. Returned them as requested and they acknowledged receipt of the glove and promised a refund. The only way I got back my money was by raising a PayPal dispute and even then they didn’t respond. Very disappointing experience. I would recommend to shop elsewhere.
1 comment
Customer ServiceMXstore
Hi Michael,
Thank you for taking the time to leave us a review! ... Read more
We are truly sorry to hear that your experience with our team wasn’t as epic as we had hoped! Our mission here at MXstore is to provide “Customer Service Beyond Expectations” so we apologise if this wasn’t the case this time around. We are continuing to use our customers’ feedback to grow and better our team! I have had a look through your orders and communication with our team to get up to speed! Looking through the emails I can see that you reached out to our team to set up an exchange for the faulty pair of gloves you had received. Our team were more than happy to help and got your return sorted straight away and created a new order for the new style of gloves you requested. I understand there was an issue with using PayPal for the new order so you requested for the gloves to be refunded instead. I do apologise that this refund request was missed in the email when our team responded to you, as soon as we realised, we adjusted your return for you! :) I can see that you, later on, reached out to our team with concerns that you had not received your refund! Upon investigation, our team noticed that your refund was set up to be pushed back to your credit card, rather than your PayPal. Our team was happy to help and adjusted this for you. I can see that your refund has now been processed back to your PayPal account for you which is great news! I truly do apologise for the confusion with your refund!! Unfortunately, we are human which means that mistakes can happen but we are continuing to always train our team and work on ways to improve for the future! :) If you can please reach out to our Customer Experience Manager Cara at cara@mxstore.com, we would love to hear more of your feedback and work towards turning your experience around! :) Thank you so much for your time and I hope you have a wonderful afternoon! Kindest Regards, Shenae | MXstore | Customer Experience RepresentativeSimilar opinion? Write a review on ProductReview.com.au!
JaseoGreater Melbourne (Inner), VIC
- Online store
- Verified customer
One star is about the best I can give... unfortunately!
In my view I’ve been a good supporter of MX Store over the past 12 months, however, I will never, ever buy from them again!! An incorrect item was shipped to me and the amount of time and effort spent trying to get a refund was exhausting and unnecessary! Then to be penalised $8 for sending back the wrong item doesn’t seem fair?! Support your local dealers I say! ECom might have some benefits but from what I’ve experienced... Forget about it!!
3 comments
Customer ServiceMXstore
Hey Jaseo, thanks for taking the time to leave us a review!
I'm sorry to see your experience hasn't been a positive one. My name is Cara and I look after Customer Experience here at MXstore, I have ... Read more
tried to have a look into what has happened here but I can't seem to find much based only on your username.Hi Cara, I have since sent two follow up emails to MX Store Customer Service (last one was Wed, May 6, 6:10 PM) - as yet I have had no response??
Customer ServiceMXstore
Hey Jayson, thanks for getting back to me and thank you for reaching out to me via email!
I hope you have received my response to clear this up - If you are yet to receive this please let me know right away :) ... Read more
I'll talk to you soon!Similar opinion? Write a review on ProductReview.com.au!
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Matthew G.South East Queensland, QLD
- 2 reviews
- 2 likes
- Online store
- Verified customer
Faulty Clark 14.4 LT fuel tank
Purchased a new Clark 14.4 LT fuel tank for my Honda XR400 2004. After my first ride of 3 hours it developed a leak. MX store who I purchased the tank from after 14 days have no answer for a warranty claim. Why by local ? MX store says no answer from supplier. I bought from MX Store not supplier direct? Does Australian Consumer Law ring any bells!!! 14 days?
1 comment
Customer ServiceMXstore
Hi Matthew,
Thanks for taking the time to leave us a review, I'm sorry to see you didn't have a positive experience with us! ... Read more
My name is Cara and I am the Customer Experience Manager here at MXstore. I have had a look into your order and communication with our customer service legends to get up to speed on what has happened so far. I can see after you contacted us about your tank, our customer service team reached out to our external Clarke warranty specialists for further information to be able to get to the bottom of this. They are currently located in a geographical location that has since gone into full lockdown and unfortunately, they are being affected quite badly by COVID-19. With this in mind, we did not want to keep you waiting any longer and last week our team have set up a return for you so that we can visually assess and test the tank to determine the fault and get this fixed up for you :) I trust that you have received our email with your return information and a pre-paid postage label to get the tank returned to us for inspection. If you have not please reach out to us as soon as possible and we will resend this for you! We look forward to having this resolved for you as soon as possible, we do apologise that it has already taken some time. We are trying our best to power on through these difficult times with little impact to our customers but it certainly is proving to be tricky. We appreciate your patience through this and we'll be speaking with you soon! Thank you, CaraSimilar opinion? Write a review on ProductReview.com.au!
Questions & Answers
Chrisasked
Hi MX Store
I have been trying for nearly a week to get a response from you about a faulty item I purchased from you on ebay. I sent messages via ebay, via paypal and filled out the contact us page on your website but have had no responses. How do I get you guys to respond?
Chris
1 answer
Customer ServiceMXstore
Hi Chris,
Thank you for getting in touch!
First of all, I would just like to apologise for the delayed response on Product Review!
This one landed in a different section on our page and we didn’t get a notification for it. I stumbled across this one today while I was scrolling through our other reviews! :(
I am sorry to hear that you have had some trouble getting a response from our team in regards to your warranty case! Unfortunately, due to the current global pandemic, we have seen an extremely high increase with all of our customer enquiries. We are currently hiring and training new team members so that we can get more of our legends responding to our awesome customers as soon as possible! Thank you so much for your patience during this crazy time, it is very much appreciated. :)
I have tried to have a look through our system in hopes of helping you further, however, without an order number, email or your full name, I haven’t had much luck! I am hoping that due to the time frame, your issue has been resolved, however, if you are still waiting on an outcome, please let me know your order number and I would be more than happy to follow this up for you! :)
If you are unsure of your order number, please send through your full name and email address to our Customer Experience Manager Cara at cara@mxstore.com.au and we will track that one down for you and look into this further! I hope that once we know more, we can make your experience with us an epic one!
I hope you have a wonderful day and we look forward to hearing from you soon!
Kindest Regards,
Shenae | MXstore
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Customer ServiceMXstore
Hi Malcolm,
Thank you for taking the time out of your day to leave us a review! ... Read more
My name is Shenae and I am a part of the Customer Experience Team here at MXstore. I am truly sorry to hear that your last experience with us wasn’t as epic as we had hoped. :( I have had a look through your communication with our team to get up to speed on your warranty case. I can see that you reached out to our team on the 30th November after you had experienced a fault with your gloves after a short amount of use. eBay has recently changed the way their messages are received into our system, because of this, we received multiple emails in different threads. Due to these multiple messages, I think there may have been some miscommunication and confusion on our end, so I truly do apologise for this and the delays it caused. It looks like you spoke to our team again on the 3rd of December. They reached out to our Suppliers for you straight away and began a warranty case for the gloves. This warranty was approved for you on the 8th of December and our team has since spoken to you in regards to organising the return and your refund for you, which is great news! :) I truly do apologise for the length of time it took to create your warranty case and get the issue resolved. One of our Core Values here at MXstore is Kaizen which means Continuous Improvement in Japanese. The feedback from our customers is what we use to help us grow and improve every day, so thank you for reaching out to us! We would love to know more about your experience and how we may be able to work towards turning it around for you. Please reach out to our Customer Experience Manager Cara at cara@mxstore.com.au, we would love to hear from you! I hope you have a wonderful day! Kindest Regards, Shenae | MXstore