Is this site a scam? I ordered and paid for product mid June with advertised delivery 12-17 days. Still not arrived and they have not replied to any of my correspondence.
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Once again I ordered 5 scarves and when received only one was what I ordered and I received 2 of that scarf when only 1 was ordered. This is the second time this has happened with Smartbuy so I am hes... See more
Company replied
Thanks, I love my little 2 seater garden bench as it was just what I was looking for and I fell in love with it as soon as I saw it. It fits perfectly into my decorating scheme and is a lovely deco... See more
Company replied
I brought an outdoor seat set of Smart Buy Direct AU, the website was easy to navigate, and they had a variety of products in stock to choose from. I reached out to the Smart Buy customer service team... See more
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Company details
Written by the company
We appreciate your visit to our online store. Thank you for taking the time to read a little bit about us. We believe that knowing who you're purchasing from and having a little bit of background into our ethos and goals, go a long way toward building good customer relations and service. Who are we: Smart Buy Direct AU. As a rapidly growing Australian-owned and proud player within the Australian Online Shopping space, Smart Buy Direct AU has been experiencing unrivaled growth. Our commitment to meeting Australian consumers' needs, with a service-based approach and human philosophy, sets us apart. We are a team of experienced professionals, who have been working in the retail and e-commerce industries for well over 15 years. Our dedicated staff have years of experience working in the retail supply industry and looking after all types of retail products, from clothing and fashion to electronics and technology. We pride ourselves on being the trusted alternative to other large online global marketplaces as we truly know what Australians are after for their online shopping needs and also customers abroad. Our Retail Side: We are an online-based retail company headquartered in Sydney, Australia, and have a global supply chain spanning from Australia to Asia. We engage primarily with authorised Australian suppliers of quality brands and goods with warehouses located in Sydney, Melbourne, and Brisbane and also have partnerships with manufacturers and wholesalers from China, Taiwan, and Japan. Our staff are all knowledgeable about everything retail and are always happy to help. OPEN 7 DAYS A WEEK/ 24 HOURS A DAY with our Customer Success Team available for phone calls Mon-Fri 9 am - 5 pm AEDT on 1300 367 097. Smart Buy Direct AU Pty Ltd is a registered Australian Private Company with the following Australian Company Number (ACN) 652 641 042 and Australian Business Number (ABN) 92 652 641 042. Find our company registration on the Official ASIC Registration Website, Smart Buy Direct AU Pty Ltd. Where are we Located: Our office is headquartered in Sydney, Australia, and large warehouses in Sydney, Melbourne, and Brisbane, Australia allow us to operate a purpose-built online retail business that is able to service the whole of Australia and New Zealand. This allows us to keep high levels of stock, and have storage and buying power to keep prices low. Our warehouses/dispatches are not open to the public. All of our advertised products can be found on our online store. What is our Goal: Our main goal is to provide good old customer service. Coming from a retail background and helping people with their wants and needs on a daily basis gives us the experience of helping people. Send us an email, we're happy to help where we can.
Contact info
63 Sailors Bay Road, 2063, Northbridge, Australia
- 1300 367 097
- sales@smartbuyau.com.au
- smartbuyau.com.au
3.4
Average
35 reviews
No recent history of asking for reviews
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excellent communication and product.
February 15, 2022
Reply from Smart Buy Direct AU
Hi Pamela,
Good evening, I hope you are having a lovely week so far!
I am so glad you were pleased with our service and we will be more than happy to assist again in future.
Every bit of feedback we received enables us to continue in improving our product and service offerings and this is our goal.
Thanks again and if any any time you do require anything please do feel free to reach out at any time and our customer success team will always be more than happy to assist! :)
Best regards,
Rhys
Customer Success Manager
It took a month to deliver
It took a month to deliver. But the response to my question is quite fast.
Regarding broken A1 bolt, I had a spare one so please do not send a new bolt.
February 13, 2022
Reply from Smart Buy Direct AU
Hi Hyunsoo,
Good morning, I hope you are well and had a lovely weekend!
Thank you so much for the feedback, as this enables a continued improvement of our product and service offerings.
I am however, sorry to hear that your first experience with us was not the best!
Please be advised, as indicated earlier there were delays across the courier networks due the recent surge in COVID and natural disasters being flooding across WA. As such, both are outside of our control.
Regarding the brown part, I am on top of this for you and we shall have another sent out shortly!
Thanks again and have a great start to the week :)
Best regards,
Tina
Customer Success Manager
Haven’t received my order and it has…
Haven’t received my order and it has been over a month and I am getting no response from the emails I have sent
February 7, 2022
Reply from Smart Buy Direct AU
Hi Tanya,
Tina here again, I hope you had a lovely weekend!
Thank you so much for your feedback and for bringing this to my attention.
Upon review and as advised earlier, there have been delays across the courier networks due to the ongoing COVID situation across the states and recent natural disasters which are both outside of our control.
I am however not sure what you are referring to regarding email responsiveness given that your last email to me directly was over the weekend in which I had responded to :)
In any case, I have issued a 20% off discount for you to be used at any time on orders fulfilled by us and with no expiry.
Again, I do sincerely apologise for any delays outside of our control and please do feel free to reach out again at any time should you have any further questions or concerns.
Looking forward to hearing back from you soon and have a great evening!
Best regards,
Tina
Customer Success Manager
Product arrived and looked very very…
Product arrived and looked very very different from the one advertised. Poor quality also.
February 7, 2022
Reply from Smart Buy Direct AU
Hi Annette,
Good afternoon, I hope you are well and had a fabulous weekend!
Tina here, speaking on behalf of Rhys's account.
Thank you for your continued feedback as this enables in continuing to improve our product and service offerings.
I am however so sorry to hear that you have had a negative experience with us!
Please be advised, we have discontinued such products as for such issues previously with various suppliers and we now only source and hold products domestically.
This not only enables faster shipping times now but also better oversight of our stock in ensuring only quality products are sold through our various channels going forward.
Thank you again for your purchase and your feedback and I do hope we hear from you again some time in future and as always, please do feel free to reach out at any time should you have any further questions or concerns and I will be more than happy to assist again :)
Best regards,
Tina
Customer Success Manager
Once again I ordered 5 scarves and when…
Once again I ordered 5 scarves and when received only one was what I ordered and I received 2 of that scarf when only 1 was ordered. This is the second time this has happened with Smartbuy so I am hesitant to deal with them again. The redeeming factor is that they immediately refunded the full purchase price including postage.
February 4, 2022
Reply from Smart Buy Direct AU
Hi Lynne,
Good afternoon, I hope you are well and it's fabulous to hear from you again!
Tina here, speaking on behalf of Rhys's account.
Thank you for your continued feedback as this enables in continuing to improve our product and service offerings.
I am however so sorry to hear that you have had a negative experience with us but I am glad to hear you were pleased with our fast refund. That is our policy, if you are unhappy with your purchase we will go ahead and provide a full refund as we want a positive experience for all of our customers.
Please be advised, we have discontinued such products as for such issues previously with various suppliers and we now only source and hold products domestically.
This not only enables faster shipping times now but also better oversight of our stock in ensuring only quality products are sold through our various channels going forward.
Thank you again for your purchases and your feedback and I do hope we hear from you again some time in future and as always, please do feel free to reach out at any time should you have any further questions or concerns and I will be more than happy to assist again :)
Best regards,
Tina
Customer Success Manager
I placed an order on the 29th of Dec…
I placed an order on the 29th of Dec and I ve never received it until now 3rd of February
PS. Thanks for the refund , I finally got the dress. Thanks for the quick response
February 3, 2022
Reply from Smart Buy Direct AU
Hi Elena,
Good afternoon, I hope you are well and having a lovely week.
Thank you so much for your first order with us and for your feedback!
We take all feedback constructively and in enabling us to continue to improve our product and service offerings.
However, I am so sorry that you are yet to receive your order from us and upon review, your ordered product was from one of our international warehouses which has since been phased out and due to the recent surge in COVID, this has had an effect on our courier networks.
Most of our products are now locally obtained with expected shipping times of 2-8 business days.
I have reviewed your orders tracking and I can see you should be expecting very shortly as it has passed through our couriers sorting centre.
As a way to apologise for the delay, I have just gone ahead and processed a full refund on your order due to the inconvenience and have also issued a 20% off discount code that you can use at any time with us and without expiry on all orders fulfilled by us.
Again, I do sincerely apologise for the delay and thank you again for your feedback today!
Please do feel free to reach out at any time should you have any further questions or concerns and I will be more than happy to assist.
Best regards,
Tina
Customer Success Manager
I was very impressed with Rhys he took…
I was very impressed with Rhys he took care off everything from start to finish with our order . Because of Rhys I will happy to purchase from smartbuy again . Cheers
January 28, 2022
Reply from Smart Buy Direct AU
Hi Brett,
Great to hear from you again and I am so glad that you were happy with our service provided and thank you so much for the positive review.
Looking forward to hearing back from you and assisting you again.
Have a lovely weekend!
Best regards,
Rhys
Customer Success Manager
The products I bought were good quality…
The products I bought were good quality at a good price and even though we had a bit of a delivery mishap the customer support sorted it quickly.
January 28, 2022
Reply from Smart Buy Direct AU
Hi David,
Good afternoon, I hope you are well and having a lovely week.
Thank you so much for your review and I am so glad I was able to resolve your issue earlier.
Please do feel free to reach out at any time should you require anything in future and I will be more than happy to assist.
Until next time :)
Best regards,
Rhys
Customer Success Manager
Awesome
Awesome - item arrived a few days early. Not quite the finish that we wanted, but it is priced accordingly.
January 23, 2022
Reply from Smart Buy Direct AU
Hi Derek,
Good morning, I hope you are well and happy Monday!
Tina here from the Customer Success Team at Smart Buy Direct AU speaking on behalf of Rhys.
Thank you so much for you review and I am so glad your order had arrived earlier than expect and that you are pleased with our service.
I have also sent you a 20% discount code in which you can use at any time with us on orders fufilled by us and without expiry.
I do hope we can able to assist you again in future and thank you so much for your order with us!
Unitl next time and please do feel free to reach out at any time should you have any questions or concerns in future :)
Looking forward to hearing back from you soon.
Best regards,
Tina
Customer Success Manager
my product never arrived
my product never arrived. track number is not eligible on the Australian Post. No one has ever replied to my msg
January 6, 2022
Reply from Smart Buy Direct AU
Hi Rodrigo,
Good evening, I hope you are well and having a great start to the New Year!
I am so sorry to hear you have had this bad experience with us.
Upon review, your order is currently in transit and ready for delivery shortly.
I will send you an email shortly to inform you of your tracking.
Previously, how did you try to contact us as I cannot seem to find any communication from you.
In any case, I will have Kurt from our Customer Success Team give you a call tomorrow if that suit to follow up with you.
I have also now issued you a full refund for your bad experience with us
Again, I do sincerely apologise for your first bad experience with us and I will ensure to be on top of this for you.
I will be sending out an email with your detailed tracking for reference.
Please feel free to reach out to me at any time should have any other questions or concerns.
Looking forward to hearing back from you soon.
Best regards,
Tina
Customer Success Manager
I haven't received my purchase
I haven't received my purchase. I called the number on the website and left a message. There's been no response. Very poor service.
November 30, 2021
Reply from Smart Buy Direct AU
Hi Kelvin,
Good morning and thanks you so much for bringing this to my attention.
We always strive to respond to queries as soon as possible. Can I please confirm whether or had sent us a direct message or email and regards to calling us, did you call within our customer success contact hours between 9am-5pm Monday to Friday?
In any case, I will have Kurt from our team call you this morning on your mobile to follow this up for you.
Upon review your order is currently in transit, apologies for any delay.
Thanks again for your feedback as this enables us to continuously improve our service.
Kurt from customer success will call you today.
Thanks again!
Best regards,
Tina
I was concerned about my parcel that…
I was concerned about my parcel that hadn’t arrived and by contacting you you got onto it straight away and I received a refund which was very prompt, even though I didn’t get my item I was still very satisfied with your quick response thank you.
November 30, 2021
Reply from Smart Buy Direct AU
Hi Jennifer,
Good morning and thank you so much for the review!
Every bit of feedback helps us to continuously improve our servicing and product offerings.
I am however so sorry to hear that your item has not arrived as yet, that is why we have provided a full refund.
In any case, what I will do for you is send another one for you so that you can still enjoy your product.
Thanks again for your feedback and have a great day!
Best regards,
Tina
Great Customer Service experience
Great Customer Service experience.
The team at SmartBuy was ready to answer any question I had in a professional and efficient way.
November 23, 2021
Unprompted review
Reply from Smart Buy Direct AU
Hi there!
Good morning and thank you so much for your review!
We are so happy you like your product and the service you received.
We look forward to being able to assist you again in future!
Best regards,
Tina
Reply from Smart Buy Direct AU
Hi Albert,
Good morning and thank you so much for your review!
We are so happy you like your product and the service you received.
We look forward to being able to assist you again in future!
Best regards,
Tina
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