Back in April I sent my Jorg Gray 5600-23 to Trackpack for repair. After not hearing anything I emailed May 14th to which I received a response 5 days later saying the watch had been received and apol... See more
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See what reviewers are saying
After ordering a ride on toy for my sons birthday in May from rideontoy4u and it not arriving, we found out this company is it’s main company’s name. Trackpack may have gone into liquidation but ride... See more
Company replied
Cannot thank these guys enough. I ordered through amazon and the tent arrived from Trackpack. There was something missing and they solved right away. I then contacted them direct after 2 months regard... See more
We bought a scooter from them and a part of it broke after a few months, totally not their fault as its a product by a company called Globber that they import. I contacted Globber UK directly about... See more
Company details
Written by the company
We are a website specializing in products for home & garden, sports & leisure, electronics, jewellery, health & beauty and children toys.
Contact info
United Kingdom
- trackpack.co.uk
2.8
Average
112 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
"Childs metal detector"
"Childs metal detector" delivered on time item as stated, recieved text to say item was out for delivery, well pleased
August 7, 2020
Unprompted review
Reply from Trackpack Limited
Thank you for the review, hope you find some treasure!
Reply from Trackpack Limited
Many thanks, we try our best to do this for every customer.
I made an order 2 days ago and have…
*LATEST AND LAST UPDATE* thankfully I received our trampoline intact and only a couple of days later than promised. In current Covid supply chains I think that is reasonable. The company were very responsive via TP due to my previous poor review which I now amended. So at least they are prepared to engage and help. Customer service response still needs work and I would love it if they could pick up the phone. In hindsight I think if I had had that and their assurance via phone I would never have reviewed here. At least they are trying my mum wrote a review on AEG which they ignored completely, so travkpack seem to care what you think. Anyway thankfully my experience worked out and my son got his birthday trampoline. Smiles all round. Phew!!!! PS I bought a Garg trampoline more expensive than some but the quality is excellent, totally worth the premium!!!
———/////———////———/
I made an order 2 days ago and have since read the poor reviews. I'm now concerned that the trampoline I ordered won't arrive. I've called several times and also sent an email twice asking questions about compatible ladders with the product but getting no reponse. It's my son's birthday present I'm now really concerned it won't arrive. I've a confirmation of the purchase (order #3000020387). The site advises to create an account so I can track the package, which I've done but then it says no order exists on my account and there is no facility to add an order. I'm a bit perplexed, so I'm writing on here in the hope I get an answer!!!!
*NEW* Further to your note below I got a reply to the 2nd query the day after you replied to me on trustpilot, I didn't get it before and I checked my SPAM just incase. You advised on your reply I would receive by middle of this week. It's now Thursday, I've had not despatch notification thus far. I will email you also at the company address and hopefully you can confirm. Phone wise I didn't use my mobile I'm currently WFH so on a 'soft phone' I don't think it leaves a caller ID. I left one msg with my moby number on answer phone but didn't leave further messages. My son's birthday is next Tuesday if it arrives before I will eat my words and edit this review but for now I'm still waiting.................fingers crossed!
August 6, 2020
Unprompted review
Reply from Trackpack Limited
Dear Ms Smith, I am head of Customer service for the company and want to tell you categorically that we deliver over 1000 orders every day, of which the reviews you have read represent less than 2 orders per day. I am not just saying this for the sake of responding to you, but to put into perspective a reality that at the moment one is more likely to leave a bad review rather than a good review and that leaves an impression of a situation that does not exist. On every page of our website is a delivery message which clearly states that the customer service team will respond to you during the working week and within 48 hours of you contacting us. You asked a question about a ladder to go with the trampoline which was answered the same day, followed by a question of the compatibility of the ladder to the 9ft trampoline you were thinking of buying, which again was answered on the same day confirming the information that is stated on the product page of the ladder in question, that it is compatible with 9ft trampolines; followed by a question about the delivery time which too was answered the same day as well, and then you placed your order the next day which was 2 days ago. Firstly, thank you for your order, and secondly I want you to know that I don't write this response to embarrass you, but to point out to anyone else reading the reviews that there is a perspective to public reviews that can unfairly distort a situation. You chose to make this a 1 star review for responses you say you never received, but i can prove you did; and telephone calls you say you made that have not been returned, yet when I checked the voice mail logs which are text converted for my team to deal with, I cannot find any message nor is there any record on the incoming call logs against the mobile phone number you have provided with your order. As regards your delivery , that particular Trampoline you have bought comes from our Netherlands warehouse, and you will get an email as soon as it is collected by DPD couriers who will deliver it to you. The product page states that "Important: Due To The Size And Weight Of This Product Delivery Could Take An Extra 2-3 Days" and you will receive your delivery by mid next week. Please do not be upset by my response, it is not intended at all to do that. I have to do my job and I have to put in perspective a 1 star review that you have left. We are forced to respond by nature of the your review. We are very proud of our service record which is that 99.9% of our orders are all delivered on time and we are here to help every customer as we want happy customers who return and buy again because the service they received was excellent and the products we offer are good value.
We have no intention to respond further other than to say you have been emailed by our CEO, a copy of the transport document !!
Ok, but not great
I cam to collect my parcel, which was an hour drive. Staff had forgotten about it and gone home. Luckily the man unloading the lorry was kind enough to find it for me.
I have then been harassed with e mails to write a review.
August 4, 2020
Unprompted review
Reply from Trackpack Limited
Many thanks for your review and comment. There is always a staff member available to help with collections during our office hours which are 9am to 5pm Monday to Friday.
Excellent service arrived promptly and…
Excellent service arrived promptly and well packaged
August 4, 2020
Unprompted review
Reply from Trackpack Limited
Thank you for your review which we appreciate
Quick delivery of product
Quick delivery of product . My 18 month year old loves his magnetic dinosaurs. Would definitely buy again.
August 3, 2020
Unprompted review
Reply from Trackpack Limited
Thank you for your review which we appreciate
Quest double digital induction hob
Very happy with the item i ordered. Fast delivery too.
August 3, 2020
Unprompted review
Reply from Trackpack Limited
Thank you for your review which we appreciate
Super service!
Super service!
The package was delivered to us promptly, and the packaging was excellent, so that the potentially fragile contents arrived in perfect condition.
August 3, 2020
Unprompted review
Reply from Trackpack Limited
Thank you for your review which we appreciate
Good service .We were directed to this website from…
We were directed to this website from another one by a telephone operator. All went well and we are very happy with the goods and the delivery system.
August 3, 2020
Unprompted review
Reply from Trackpack Limited
Thank you for your review which we appreciate
Customer service needs work great otherwise
Was okay customer service could do with work, as I didn’t receive any tracking as I was waiting for a gift for my little girl, emailed as stated tracking information would be available and got a rather snotty reply back This needs work as from reading reviews I’m not the only one with issues regarding customer service, other than that was all great product was great arrived fine
August 3, 2020
Unprompted review
Reply from Trackpack Limited
Thank you for your review, your comments are noted
very easy to look and order products…
very easy to look and order products and happy with the quality and delivery thankyou.
August 3, 2020
Unprompted review
Reply from Trackpack Limited
Thank you for your review which we appreciate
I ordered 2x yellowstone garden…
I ordered 2x yellowstone garden chairs,as a birthday present for a family member over a week ago. Delivery was shown as 3-5 days,which would have been perfect.
Still waiting, ...have left messages on email,requests for telephone response, nothing !!!
our order 3000019268 ??? should I cancel
July 31, 2020
Unprompted review
Reply from Trackpack Limited
Please can kindly forward a copy of your email to customerservices@trackpack.co.uk as there is no record of one being received. You order has been shipped!!
Speedy delivery
Was a little sceptical to order after reading the reviews but I’m so glad I did. Ordered swing set for my boys birthday and it arrived 2 days later. Great efficient service
July 31, 2020
Unprompted review
Reply from Trackpack Limited
Thank you for your review which we appreciate, especially on Trustpilot where we are not paid subscribers to their service; so reviews from any customer on this review site are from a very small minority of the 1000+ orders we deliver every day on time. Unfortunately in the current pandemic
climate, it appears across all review sites not just for us but most companies, that customers are more likely to leave a bad review than a good one. Nevertheless, we still value every opinion. Thank you for taking the time to review.
Absolutely useless - do not order with this company!
I placed an order two weeks ago which has still not been dispatched, absolutely useless. I would not recommend using this company
July 29, 2020
Unprompted review
Reply from Trackpack Limited
Many thanks for your review. The order was held up pending credit card checking procedures we have in place, which together with the reduced manning in the warehouse meant your order could not be dispatched as expected, however this was notified as follows by email:
"Thank you for your recent order, Nothing is more important to us than the well being of our team, customers and community therefore we have had to reduce our warehouse team down to only a few operating at one time. Unfortunately, such working operations has caused a delay with the dispatch of your order. I can assure you we are working hard to get all our valued customers their items, we simply ask for a little patience during this difficult time.
We are aiming to get this order dispatched by the end of this week. Thank you for your patience and sorry for any inconvenience. Stay safe!"
Absolutely horrendous customer service…
Absolutely horrendous customer service waiting days at a time for emails back from them I purchased a trike for my little girl and the control handle broke meaning we couldn’t steer the bike so eventually I got a part sent out and fixed it myself now it’s broken again and I have to package the item to send back b4 they will either repair it or replace it but they have continued to bring up the fact it may be the customers fault.. I’m not qualified to fix bikes and I fixed it best I could with the item they provided.. my little girl is nearly walking unaided so I purchased the bike rather than a new pram for convenience as soon she’ll be walking more on her own but right now I’m stuck with no transport for her and the bike hasn’t even been picked up yet so I’m guessing it’ll be another few weeks.. I would shop elsewhere as you can’t get through on the phone it just sends you strait to voicemail and emailing is pointless as even when you get through to them it takes days between emails.. oh and when originally ordering they didn’t have my colour available so rather than tell me that or email me I had to chase them up and after picking another colour I received my order
In reply to below this is rubbish it shouldn’t be my responsibility to package anything but it told them right away I would wrap it in bin bags like they said .. I also don’t specialise in fixing bikes so I should never have been sent a replacement part that needed to be fitted as I have no idea how to fit it correctly.. it’s funny how it takes less than a few hours to respond to this rating but 48 hours between every email for anything else I emailed this morning saying I could have it packaged and ready today and I haven’t had a reply from them but you can reply on here publicly you do realise how that looks?
July 23, 2020
Unprompted review
Reply from Trackpack Limited
Immediately upon receipt of your issue, the manufacturer sent a replacement part, but then the same issue happened again. The manufacturer is at a loss to understand this, especially happening twice and so we requested to get the item collected for a mechanic inspection to ascertain if this is a product or user issue and have this resolved for you. Our team have been trying to arrange collection with you, but packaging has been your delay. As regards email response time, this was done within hours even though we have advised that we have a max 48 hours response time.
We are sorry that you do not see that we are here to help you not argue with you and that we welcome any review good or bad, but these need to be balanced by offering both sides the right of response and the opportunity to put the facts in writing if they are misrepresented, which is why we have responded to you.
Disastrous customer services department
My sister-in-law purchased a gift for my 2-year old daughter, which we received without its original packaging, with worn out batteries, and defective to boot. Obviously a product that has already been tried and returned by another customer. Can't get through to customer services, despite trying to call several times. I left a voice message with my contact details but I still haven't heard from them. My sister in law has also tried contacting them by email, asking for a replacement, but was only offered a discount, which needless to say is of little interest to my daughter.
... UPDATE: since writing this, I have received an email saying that a new item will be sent out shortly. Let's hope it is a new item this time and not another return... to be continued...
A final note in response to trackpack's update: please note that the defect is a high-pitched screeching sound, quite difficult to show in a photo as requested... Had you aswered or returned my calls, I could have played it to you. My comments and rating will of course be updated when I receive the new product and will take this into account.
July 21, 2020
Unprompted review
Reply from Trackpack Limited
Please provide an order number or name of person who purchased the item to enable us to respond to you. We can do this in public on Trustpilot or you can email customerservices@trackapck.co.uk. We can assure you that we do not supply any customer with any item that has been returned used, as these items are all donated to various children's charities.
You have placed a review in your name for something that our systems will have your sister in laws name; and therefore impossible to respond to you if your review does not include either an order number or full name that can be searched in our systems!
UPDATED RESPONSE: Hi, I am Steven CEO, and having looked at the correspondence and phone records between you and the customer service team, you have been responded to timely and courteously and with a solution to your satisfaction; there is a two way conversation between you and the customer service manager ongoing from when you first contacted us, to being offered to replace the item in good faith as the photos received do not show any issues as reported. Your last message response to us was sent by you on Saturday evening and you received an immediate out of office response. The customer service team works from Mondays to Fridays from 9am to 5pm and to anyone reading this review, they will ALWAYS respond and resolve any issue any customer has. This review was a complaint "that you received the item without its original packaging, with worn out batteries, and defective to boot" and that our customer service team did not respond, but now has been updated to an issue of a screeching sound. In fairness to our customer service team who have dealt with you, responded to you and replaced the item, a sense of balance and fairness should prevail.....
AVOID!!!!!
Bought on item on here and received my order confirmation. No dispatch email to follow.. after a week of chasing they reply to tell me it is “lost in transit” they took my money haven’t even bothered to send the product which probably doesn’t even exist and use that as an excuse! They do not answer their phone and do eventually email you back! I’ve just been offered a refund let’s see how long this takes! Do not buy from here they’re a fraud.
July 13, 2020
Unprompted review
Reply from Trackpack Limited
Thank you for your review which we take very seriously, especially on Trustpilot where we are not paid subscribers to their service; so reviews from any customer on this review site are from a very small minority of the 1000+ orders we deliver every day. Our company uses Yotpo to request reviews for both service and product and the scales are very much tilted in our favour for the good service and good product quality and value we offer. Nevertheless, we still value every opinion.
We understand customers can get frustrated; we are online shoppers ourselves and we do take note of every comment made, however it still seriously upsets us when we see a 1 star review like this. It goes without saying that we would much rather have a happy customer who returns and buys from us repeatedly. The fact is there will always be some orders where problems arise and although there is always a solution to every problem, not everyone may like that solution. Regardless that you were emailed with information of dispatch, that we did respond to your voicemail and that the courier has mislaid your parcel, somehow we have managed to upset you and we can say whatever we want but we have not met your expectations and it is noted and we are truly sorry. We cannot unfortunately post the evidence here as Trustpilot does not allow us.
Difficult to order
The web site is not functioning and they will not answer the phone.I need an item urgently and have resorted to email. I will review again according to their response
July 6, 2020
Unprompted review
Reply from Trackpack Limited
Thanks for the review, however without you name or contact details we are unable to respond. Our systems data shows no issues on the day reported.
Very disappointing service
Very disappointing service. They do not respond to emails or phone messages. I need to return a heavy item that arrived damaged and unusable. It appears to be a waste of time and money.
Avoid this company.
July 3, 2020
Unprompted review
Reply from Trackpack Limited
Many thanks for the review. We provided a free post business reply return on the same day that you emailed us your request to return the hot water bottle you had received .
Better than I imagined
Having seen some of the reviews I thought it would be a gamble dealing with them. I ordered a swing but it did not turn up after 10 days (twice the stated delivery estimate) so I emailed them. They responded quickly and informed me that it got damaged in transit and that was the last one (probably true as most other sites had no stock). They wouldn't know as the courier had not yet informed them but she found out once I enquired. They gave me the option to wait some weeks or a refund. I chose the latter which was quick. Perhaps they need to do set up a system of following up deliveries but they were quick in refunding.
June 24, 2020
Unprompted review
Reply from Trackpack Limited
Many thanks for your comments which are duly noted.
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