Futurizta Tech Pty. Ltd. Reviews 28

Reply from Futurizta Tech Pty. Ltd.

Jan 24, 2024

Hi Dominik,

I hope this message finds you well. Regarding your experience with our company, and I sincerely apologize for the inconvenience you've faced.

Upon investigating your case, we acknowledge the delay in the delivery of your power bank, and I want to clarify a few points:

1. We did not resend the product after your initial complaint. The tracking number, as shown on your parcel, was the original one from our end.

2. Our customer support mistakenly provided you with the international shipping number, causing confusion with the local courier's tracking system. We deeply regret any misunderstanding this may have caused.

3. We did actively assist you in tracing the parcel and did not ignore your messages. However, we understand that the delay and miscommunication were frustrating.

I want to assure you that we take customer feedback seriously, and we are working to improve our communication and shipping processes to prevent such incidents in the future.

I have attached the evidence sent to your email , as the evidence include your home address, we does not want to show in here which is public. We hope that that can clarify that we did not reship after you claimed that you have not receive the parcel , and we're actively helping you to communicate with the local courier. We sincerely apologize for any inconvenience caused during this process.

Once again, we apologize for the inconvenience and appreciate your understanding. If there's anything more we can do to rectify the situation or if you have additional concerns, please feel free to let us know.

Thank you for your patience and for bringing this to our attention.

Best Regards,

Rachel
Customer Service Team
Futurizta Tech

Reply from Futurizta Tech Pty. Ltd.

Feb 6, 2024

Hello Bart,

Thank you for sharing your feedback on the Trustpilot platform. We appreciate the opportunity to address your concerns.

Regarding your comment about reviews being blocked on our website, we would like to clarify that our website automatically filters reviews to ensure they are from verified customers who have purchased directly from our official store. This measure helps maintain the integrity of our review system and ensures that feedback is based on genuine experiences with our products.

We understand your desire to provide feedback and want to assure you that your voice is valued. While reviews may not appear on our website if the purchase was not made through our official store, we encourage customers to share their experiences on platforms where they have made their purchases. Additionally, if you have any concerns or issues with our products, we encourage you to reach out to our customer support team at info@futurizta.com. Our team is dedicated to addressing any concerns and providing assistance, as most of our products come with a warranty.

Thank you for your understanding and for bringing your feedback to our attention.

Best regards,
Rachel
Futurizta Tech Customer Support

Reply from Futurizta Tech Pty. Ltd.

Updated Jan 24, 2024

Dear Marcin,

Thank you for your feedback, and we apologize for any inconvenience.

Our communication emphasized confirming orders on Pledgebox for efficient processing and shipping. We noticed your order hasn't been confirmed, likely causing the delay.

To expedite, please confirm your order on Pledgebox. We appreciate your understanding, & we had sent an email to assist you on your order. Kindly check your email to ensure smooth delivery.
(Reply to updated review)
Dear Marcin,
We appreciate your updated review. Upon reviewing your updated feedback, It appears there may be some miscommunication, and we want to ensure a transparent understanding of the circumstances.

We have indeed reached out to you and provided a link to Pledgebox for finalizing the confirmation of your order. We understand that this process may seem unusual, but it is a necessary step for backers on Kickstarter, where the product development and delivery are handled differently than traditional retail transactions. We want to emphasize that your purchase is not from our official store, but rather, it is a crowdfunding project on Kickstarter.

In fact, we are pleased to share that we successfully turned the project into reality and have shipped a significant number of products to backers who confirmed their orders correctly, excluding those who haven't confirmed their orders, such as in your case.

Regrettably, as of now, we have been unable to ship your order due to the absence of your confirmation and the necessary information. We have sent multiple reminders and have also provided the link for confirmation after your initial review.

In light of your inquiry about a refund, we want to clarify that Kickstarter policies generally do not allow refunds after backing a project especially when the project is successful and had produced it. However, we are more than willing to work with you to find an amicable resolution. We genuinely value your satisfaction and apologize for any confusion that may have arisen during this process.

Please check your email for our correspondence, including the link for order confirmation, and feel free to reach out to us directly to discuss any specific concerns you may have. We are here to assist you and aim to ensure a positive resolution to your experience.

Best regards,
Rachel
Futuritza Tech Customer Support

【Reply to your reply】
Dear Marcin,
Upon reviewing our records, we acknowledge that you had used 2 different emails to back our project and you have not confirmed the other pledgebox yet. We had also promptly unlocked your Pledgebox after receiving your message about the status being 'locked.'

By confirming this Pledgebox, you'll enable us to process and ship your order immediately & you can expect to receive your tracking number within the next 3 days.

Best regards,
Rachel
Futurizta Tech Customer Support

（REPLY ON 24/1/24)

Dear Marcin,

I hope this message finds you well. I sincerely apologize for any confusion and appreciate your prompt action following our recent customer service discussion.

I'm pleased to inform you that we have successfully shipped your product three days ago. Regrettably, it seems there was an oversight in providing you with the tracking information in a timely manner. I apologize for any inconvenience this may have caused.

To track the status of your parcel, kindly check your email, as the tracking number should have been sent to you yesterday. If you encounter any issues or have further questions, please don't hesitate to reach out. Your satisfaction is of utmost importance to us, and we are here to assist you.

Once again, I apologize for any inconvenience and appreciate your patience in this matter.

Best regards,

Rachel
Futurizta Customer Support Team

Reply from Futurizta Tech Pty. Ltd.

Jan 10, 2024

Dear Ercan,

Thank you for sharing your experience and providing honest feedback. We value your appreciation for our product and want to address the concerns you've raised.

We acknowledge the delay in your order's arrival and the unfortunate handling by the delivery company, resulting in an unpleasant consumer experience. We sincerely apologize for any inconvenience caused.

While we strive to ensure smooth deliveries, external factors such as a high volume of parcels during the Christmas season can impact shipping times. We empathize with your frustration and are actively working on improving our shipping processes.

Regarding the delivery issue, we encourage you to reach out to the local courier directly to voice your concerns. We have also emailed you a solution and compensation to make amends for the inconvenience.

Your feedback is crucial in helping us enhance our services, and we are taking steps to establish our own warehouses in various countries to manage orders more effectively.

We genuinely appreciate your understanding and patience as we work towards providing a better customer experience.

Best regards,
Rachel
Futurizta Tech Customer Support