Pixel Burn Custom Laser Creations

Hi Jade, This review contains several statements that do not accurately reflect the situation, and it is important that the facts are clarified publicly.

Firstly, the claim that Pixel Burn has taken payment and done nothing or that you have been “[Content Removed]” is incorrect. A full refund has already been processed through our payment gateway, and the refund confirmation, including the RAN reference number, has been provided to you. This reference number allows your financial institution to locate the refund transaction within their system. As explained previously, once a refund has been issued, the receiving bank is responsible for locating the funds on their side.

Secondly, the order was remade and dispatched twice, and those shipments were sent using two completely different courier networks, not the same delivery provider. Both deliveries were recorded by the respective courier networks as successfully delivered.

We also advised you that the courier network is currently providing GPS delivery logs along with the photographs taken at the time of delivery as part of the investigation process, however you have indicated that you are still not satisfied with this outcome. In addition, we were only notified by you that the second order we resent had not been received more than a week after the delivery scan was recorded, despite the courier already confirming the delivery in their system.

Despite this, we continued assisting and remained in contact to resolve the matter.

The suggestion that Pixel Burn has ignored communication is also inaccurate. We have been in active communication with you throughout today and during the previous week, and the matter has been discussed directly via email.

It is also important for readers to understand that multiple one-star Google reviews relating to this same order have been posted from separate Google profiles, including profiles belonging to individuals who appear within the same email thread but have never had any direct dealings or transactions with Pixel Burn. These reviews relate to a single order dispute, yet create the appearance of multiple independent customer experiences.

In addition, your recent correspondence via email confirms that the reviews will remain posted until certain outcomes occur in your favour, effectively tying the reviews to the resolution of the dispute. This has also been documented and reported.

For transparency: • The order was remade twice • Shipments were sent via two different courier networks • A full refund has been processed • Communication with the customer has been ongoing

Pixel Burn has made repeated attempts to resolve this matter in good faith and will continue to address the situation professionally.

Pixel Burn Custom Laser Creations

Hello Dave, We’re sorry to hear about your experience and understand how frustrating delivery delays can be, particularly over the Easter holiday period.

Your order was dispatched from our warehouse and collected by the courier, which is why a tracking number was issued. While delivery scans can occasionally be delayed or may not update immediately within the courier network, our dispatch records confirm the parcel left our facility and is currently showing as in transit.

A member of our team has responded to you directly regarding this matter and will continue assisting while we investigate the shipment with the courier. To avoid any further delay, our team has also offered to organise an immediate replacement order to be dispatched today via our fastest overnight delivery service.

We have also responded to the feedback that you have posted across the other review platforms so that updates on this matter are available publicly.

We remain committed to resolving this matter with you and ensuring you receive your order as quickly as possible.

Warm regards, Pixel Burn Team