“Guys.. this is obviously a Xmas present.. has no one else ever complained about you delivering in a box with the brand and model name all over it so obvious what it is... also got no notification it had arrived so my kid got home from school and found his Xmas present 3 wks early 😪”
Hi There,
Thank you for your review. We're so sorry that your kid found his Christmas present earlier than expected. We understand your frustration regarding the packaging, especially with an item intended as a surprise. We always strive to deliver exceptional service, and we will take your feedback into consideration.
Please feel free to reach out to our customer support team if you have any other concerns or if there's anything we can do to assist you.
We appreciate your understanding and hope to do better next time.
Best,
The Scooter Hut Team
“Perhaps the worst after care service I have ever encountered. Scooter Hut in WA is completely under-resourced and staffed. To get my scooter in for a warranty issue/ service was a 4 week+ wait; thus could not ride my scooter in this time. Dropped off my scooter for the Tuesday service and did not receive a call or any update. So I called them the day after on Wed arvo for an update, and they noted the technician was sick on Tuesday they noted he has just started looking at it and to call back on Thursday. I called back on Thursday and still nothing - no update. Very clear it has not been looked at. Called on Friday only to be lied to, again telling me he has looked at it but they are waiting for some screws to come in and test the issue. Reading the notes on his computer was the exact same notes as was read to me on previous calls. I know that they have struggled to get a technician in and it seems they are still struggling. I would never buy from these guys again. As it's a warranty complaint I cannot take it anywhere else. Stay clear or before you buy, ensure there is after sales care. They promise the world and completely under delivered. Huge regrets.”
Hi There,
Thank you for sharing your experience, and we are genuinely sorry to hear about the inconvenience you've faced with our aftercare service. We understand how frustrating it can be to have delays, especially when it's related to warranty issues and maintenance of your scooter.
We recognize that you've encountered repeated communication gaps, which is not the level of service we strive to provide. We are continuously working on improving our staffing and ensuring timely updates for our customers regarding their service requests.
We truly appreciate your feedback. If you could provide further details about this concern, please reach out directly to our customer support team so that we can resolve this situation more effectively. Your experience is important to us, and we want to do everything we can to make it right.
Thank you for your understanding.
Best,
The Scooter Hut Team
Hi Angelina,
Thank you for your review. We’re so sorry to hear that you haven’t received your scooter yet. We want to let you know that some of our recent orders have been affected by high demand following our Black Friday sales. This has led to unexpected delays, and we are truly sorry for the inconvenience. Please know we are working hard to fulfill all the orders as quickly as possible.
Please reach out to our customer support team at info@scooterhut.com.au. They’ll be able to assist you with locating your order and provide you with the help you need.
We appreciate your patience and are here to resolve this for you as soon as possible.
Best,
The Scooter Hut Team
“I'm just curious if you guys are ligit and trust worth of the delivery service l. Cause I don't want to spend $2,500 on a scooter that doesn't even show up and I can't get a refund on the scooter. Cheers”
Hi Sam,
Thank you for your message. We understand your concerns regarding the reliability of our delivery service, especially with a significant investment like a scooter.
Rest assured, we strive to provide a trustworthy and transparent experience for all our customers. If you have any questions about our shipping process or need assistance, we’re here to help.
Feel free to reach out directly, and we’re happy to provide any information you may need to feel more confident about your purchase.
Best,
The Scooter Hut Team
Hi There,
Thank you for reaching out and sharing your concern. We’re truly sorry to hear that you haven’t yet received your scooter, and we understand how distressing this situation can be.
For faster assistance, please reach out to info@scooterhut.com.au so our team member can further assist you and provide quick actions.
We appreciate your patience and look forward to sorting this out for you.
Best,
The Scooter Hut Team
Hi Julie,
Thank you for your feedback. We're genuinely sorry to hear that your experience with us has been so disappointing. It’s never our intention to provide anything less than exceptional service and care.
Your comments are important to us and they help highlight where we need to focus our efforts to improve. If there's any specific aspect of your experience you'd like to discuss with us, we encourage you to reach out directly.
We hope to have the opportunity to make things right.
Best,
The Scooter Hut Team
“As soon as you have paid their service is terrible.
Rude, uninterested with a very poor service and repair process.
The few interactions I have had since purchase in March 2024 have been underwhelming.
Never again will I seek to buy a product from them.”
Hi Silvana,
Thank you for taking the time to share your experience. We're truly sorry to hear that you've found our service lacking after your purchase.
Our aim is to provide a supportive and engaging experience for all our customers, and it's clear we missed the mark with you. We appreciate your feedback, as it helps us identify areas for improvement.
If there’s anything specific you’d like us to address or discuss further, please reach out. We genuinely want to make things better.
Best,
The Scooter Hut Team
Hi Bryson,
I’m really sorry to hear about the pricing change on your recent purchase. We understand how disappointing it can be when prices adjust shortly after a purchase.
We value your feedback and want to improve your experience. I encourage you to reach out so we can look into your concerns further. We're here to help in any way we can.
Best,
The Scooter Hut Team
“The basket doesn't fit on the scooter. It shouldn't be advertised as being suitable for that type of scooter. The scooter is fine, but the basket is useless.”
Hi Robert,
I’m sorry to hear that the basket didn’t fit your scooter as expected. We appreciate your feedback and take your concerns seriously.
We’ll be sure to review our product descriptions to ensure they accurately represent compatibility. If you’d like to discuss further or need assistance, please get in touch. We want to do our best to make this right for you.
Best,
The Scooter Hut Team
“Scooter was delivered damaged. Best option I was offered was for me ring around stores and find who had it stock and go exchange it while being on night shift. Which meant driving with no sleep to exchange it, which I explained. Weren't really interested in going out of there way to get another posted to me in a suitable time frame. I'll just stick to the big stores like Kmart or Rebel sport next time.”
Hi Nicholas,
I'm really sorry to hear about your experience with the damaged scooter. It’s frustrating when delivery issues arise, and I completely understand your concerns about having to manage a return while on night shift.
We always aim to support our customers in the best way possible, and we would like to apologise that we didn’t meet your expectations this time. Your feedback about our service is valuable, and we'll use it to improve our processes in the future.
If you’d like to discuss your concerns further, please feel free to reach out. We genuinely want to make this right for you.
Best,
The Scooter Hut Team
“Disgusting service. Sent 4 emails, heard back from 1. Scooter arrived with cracked rear guard. Never buy from them again. Absolutely no support network 😠🤬”
Hi Lisa,
I'm truly sorry to hear about your experience with our service. It’s unacceptable that you faced difficulties getting a response and that your scooter arrived damaged. We aim to provide support for our customers, and I regret that we fell short in your case.
Your feedback is important to us, and we are always looking for ways to improve our communication and support network. Please feel free to reach out, and we’ll do our best to address your concerns.
Best,
The Scooter Hut Team
“Fitted the plug and play motor (2 nuts and motor plug)which failed after 3 months. The fault happened inside the motor. Refused to replace under warranty as motor was self installed. $239 for new motor. Disappointing to say the least, even a discount on New motor would of helped retain the customer. Customer retention may not be this companies priority.😞”
Hi Simon,
Thank you for sharing your experience with us. We're genuinely sorry to hear about the issues you encountered with your motor. We understand how disappointing it is when things don’t go as planned, especially after a short period.
While we strive to offer support for every situation, self-installation, altering, and opening sealed components can complicate warranty claims. Your feedback regarding customer retention is valuable, and we will take it into account as we work to improve our services moving forward.
If there's anything more we can assist you with or discuss further, please don’t hesitate to reach out.
Best,
The Scooter Hut Team
“We visited Scooter Hut Cockburn twice in the past 3 days. Sadly the customer service of the girl working there on Friday and Sunday left a lot to be desired. She mostly ignored us at the counter when I was asking questions she didn’t want to leave the desk or computer she was glued to. Answered my questions with single word answers and wouldn’t leave the desk to come and help us with the queries we had. Very disappointing”
Hi Megan,
I'm so sorry to hear of your experience in store, I will be sure to follow this up internally.
I hope you're loving your new scooter though. If there is anything that we can help you with, or if you have any questions, please feel free to reach out :)
Adelle and the Team at Cockburn
“Cockburn store very rude
Everyone standing around doing nothing waited over 1/2hr and asked for help and was completely ignored
Go to Cannington a lot better service”
Hi there,
I'm sorry to hear of your situation and would like to hear more about this. Please email us on info@scooterhut.com.au.
Kind regards,
Scooter Hut Customer Care
“Do not have your scooter serviced by Scooter Hut!
I took my scooter to Scooter Hut Balcatta to replace my tyres. When I got my scooter back I realised they did not reconnect my front brake. This is in itself a massive safety issue and not acceptable, but there were also some other issues.
I took my scooter in again over the weekend to have the brakes connected. The manager is aware of the situation and assured me it will be addressed urgently. When I called the store today the person I spoke with told me the scooter has been sent to another store for repair, and told me I can phone that store to get an update, telling me that "their systems are not connected so they can't give me a status update". So basically the Balcatta store cannot be bothered to phone the other store, and is again making their incompetence my problem.”
Hi Glenn,
I'm so sorry to hear this! I have had a look into the emails that you've sent, and we're just waiting for you to submit a warranty claim via the link we provided so that we can begin the process! If you need further help with this, be sure to reach out to info@scooterhut.com.au
Thanks,
Tianna
“I regret having purchased through Scooter Hut. It took two weeks for the courier to delivery, with limited information and updates on where the item was currently at. Then we discovered that there was no charger or changing cable in the box and it has taken another two weeks for this to finally be sent after speaking to three different people. The Boxing Day sale discount was not worth the trouble that we have experienced and in highsight I should have purchased a similar item closer to home.”
Hi Yelena,
We're SO sorry for the misunderstanding. As discussed, the replacement charger was shipped out via express post last week and should now be with you! Please reach out if there is anything else I can help you with!
Thanks,
Tianna
Customer Care Team
Hi Safak,
I'm sorry for the delay in this delivery! As the scooter has a lithium battery, it needs to be sent via road, not air. I can see that this was delivered on 9th December, so I do hope that you're loving the new scooter!
Thanks,
Tianna
Hi Shane,
I'm so sorry to hear this! I have had a look into your order and can see that it's held up in an Australia Post sorting facility. I have lodged an enquiry with them to see what is happening.
Once I have more information, I will reach out to you via the email address that we have on file.
Again, I am so sorry for the delay on this order.
Thanks,
Tianna
