“Bought online a e-scooter. Son wanted in time for wknd ride with friends. Click & collect Fairfield. We went to collect on the Saturday they advised it was a delivery. Said possibly as late as Thursday, not happy. Def did not request delivery when went to pay it asked us for billing address deets that was all
Was told via text for 3 days delivery coming to us that day. Wasn’t. Didn’t. Finally received it. Item perfect but the delivery service a joke. Not impressed”
Hi Vu,
Thank you for your feedback! We're glad to hear you had a great experience with our online customer service.
We truly apologize for the issues you encountered with the shipping company. We take your concerns seriously and will work to improve our shipping process to ensure a better experience in the future.
If you have any further issues or need assistance, please don’t hesitate to reach out, and we’ll do our best to resolve it!
Best,
The Scooter Hut Team
Hi Lisa,
Thank you for your review! We appreciate you taking the time to share your thoughts, and we're glad to hear you're preparing a birthday surprise.
Once you get a chance to open it and try it out, we would love to hear your feedback. If you have any questions or need assistance, don’t hesitate to reach out!
Wishing you a fantastic celebration!
Best,
The Scooter Hut Team
Hi Joel,
We appreciate your feedback. We sincerely apologize for the delay and understand the frustration of not having received your order yet.
We would like to help you check this order. If you haven't received the order by now, please feel free to contact our Customer Support team at info@scooterhut.com.au, and we will work to provide you with an update and resolve any issues as quickly as possible. Your satisfaction is our top priority, and we appreciate your patience during this time.
If you have any other questions or concerns, don’t hesitate to let us know.
Thanks,
The Scooter Hut Team
“Click and collect service was good but when it came to returning the item that’s another story. Staff are inexperienced unfortunately and their customer service just as bad! It took me a few calls and a visit to the store to get my money back and this was weks after I returned the goods. Sorry not a very good review”
Hi Fran,
Thank you for your feedback and for highlighting your experience with our click-and-collect service. We're glad to hear that the collection went smoothly, but we truly apologize for the hassle you encountered during the return process.
We sincerely would like to apologize for the inconvenience regarding the waiting period for your refund. Our refund process typically takes up to seven (7) business days to reflect in your account, depending on your payment provider. However, due to the previous public holiday, some of our team were on leave which caused the delay of the process. We sincerely apologize for the inconvenience and appreciate your understanding.
We strive to provide excellent customer service, and your comments and feedback will be addressed internally to ensure our team is better equipped to assist our customers in the future.
If you still need further assistance with this, please don’t hesitate to reach out to us at info@scooterhut.com.au. We appreciate you bringing this to our attention and hope to improve your experience next time.
Best,
The Scooter Hut Team
“Hello, The tube i purchased was based on the size of the actual tube of the scooter, but when i tried to put it in it ended up being bigger, which i dont know why its the case because i based it of the actual one”
Hi Hadi,
Thank you for your feedback regarding the tube you purchased. We're so sorry that the product doesn't fit as expected, especially when you based the size measurements on the original item.
We would like to review this order and help you. Could you please reach out to our Customer Support team at info@scooterhut.com.au with your order number and the make of your scooter? Our team is always ready to assist you in finding a suitable solution to this issue.
We appreciate you sharing your experience with us and hope we can make things right.
Best,
The Scooter Hut Team
“Was harder than expected to get the scooter to sports mode from eco mode on Christmas Day, still waiting for someone to contact me. I’m dreading when something goes wrong the scooter as doesn’t seem to be any online help.”
Hi Nicole,
Thank you for sharing your experience with us. I’m sorry to hear that you're still waiting to hear back from our team regarding this matter. We appreciate your patience during this time.
Please know that Scooter Hut is committed to safety and legal compliance, ensuring all electric scooters are sold with speed limiters that cap speeds at 25 km/h, as per regulatory requirements. Modifying or bypassing these limiters is strictly prohibited.
If you still need further assistance or have further questions, please reach out directly to our Customer Support team at info@scooterhut.com.au and we're here to help.
Best,
The Scooter Hut Team
“I buy from them for a long time and it was always good. This year bought online to pick up at Robina store on 23rd. They gave my scooter to another person. My kid got a photo of the scooter on Christmas! I was ok about that and was nice with them, but I felt like they didn’t care much about their mistake. After many emails back and forward ( they want me to cancel the order or pick up the scooter in Brisbane 😳) the scooter arrived on 31st. They good till there is a mistake! Not so good to solve problems. Nothing was given to my child as a sorry. Very disappointed.”
Hi Daiane,
I do apologise again for the mishap! We did offer to upgrade the scooter free of charge so you could have a scooter on Christmas Day, however as you wanted the gold colourway, we were simply trying to offer solutions for how to get it in your hands before Christmas (hence the Brisbane option).
So glad you have the scooter with you now though!
Hi Reza,
Thank you for your feedback! We’re glad to hear that you like the scooter. We understand your concerns about the speed and range, as these aspects are important for your riding experience. Regarding speed, each electric scooter sold by Scooter Hut includes a speed limiter set to a maximum of 25 km/h as per regulatory requirements and to maintain legal compliance and safety. For the scooter range, several factors may influence this, including: Speed, Rider Weight, Terrain, Riding Style, Tire Pressure and Condition, etc.
We always appreciate hearing from our customers, and your input helps us to improve! If you have any more feedback or questions, please feel free to reach out.
Happy riding!
Best,
The Scooter Hut Team
Hi Shaun,
Thank you for your review. We completely understand your concern about not receiving your scooter yet, and we sincerely apologise for the uncertainty this has caused you.
Please know that we're here to help! If you reach out to our Customer Support team, they can provide you with updates regarding your order status. Your satisfaction is very important to us, and we truly appreciate your patience during this time.
We hope to resolve this matter for you soon!
Best,
The Scooter Hut Team
Hi there,
Thank you for your review. We completely understand how worrying it can be to have an order delayed, especially at this time of the year, and we sincerely apologize for the inconvenience. We want to assure you that we are here to help resolve this matter.
Please feel free to reach out to our Customer Support team for any updates regarding your order. Your satisfaction is important to us, and we’ll do our best to assist you.
We appreciate your patience and hope to get this sorted out for you soon!
Best,
The Scooter Hut Team
“Whilst I don’t think its scooter huts fault after ordering and paying for my daughters scooter on 23 November we are yet to receive it Therefore I can’t review the product just yet but will do one we have it”
Hi Phil,
Thank you for your review and for your patience during this wait. We sincerely apologize for the delay of your order. Due to the high volume of orders during this busy period, processing times have been slightly extended and couriers have led to unexpected delays.
We completely understand how important it is to receive your daughter’s scooter in a timely manner and we truly appreciate your understanding regarding any delays.
If you have any questions or need assistance in the meantime, please feel free to reach out directly with our Customer support.
We hope to provide you with a better experience soon!
Best,
The Scooter Hut Team
Hi Jessie,
Thank you for your feedback. We’re truly sorry to hear that you haven't received your order 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. This is not the experience we aim to provide our customers and we are working hard to fulfill all of our orders as quickly as possible.
Please reach out to our customer service team, and they'll be more than happy to assist you in tracking your order and resolving any issues.
We appreciate your patience and look forward to making this right for you.
Best,
The Scooter Hut Team
Hi There,
Thank you for your review and for sharing your thoughts with us. We're sorry to hear that the repair service booking did not meet your expectations. We understand that timely service is crucial, and we will work on improving our scheduling process.
Your comments about our customer service have also been noted, and we strive to enhance that experience. If there's anything specific we can assist you with in the future, please don't hesitate to get in touch.
Best,
The Scooter Hut Team
Hi Alison,
Thanks for your feedback regarding the online ordering system. We're sorry to hear that it was not user-friendly for you and that you faced difficulties in placing your order. Your experience is important to us, and we will be sure to pass your comments on to our team for improvement.
If you have any further suggestions or if there's anything we can help you with, please don’t hesitate to reach out.
Best,
The Scooter Hut Team
“Charger itself works well but unfortunately was shipped with an Australian power plug!! Luckily I had not yet thrown out my original charger and was able to use the wall plug part of it with the new charging block.”
Hi Simon,
Thank you for taking the time to share your thoughts. We're glad to hear that the charger works well, but we apologize for the mix-up with the power plug. We understand how inconvenient that can be.
Your feedback is important to us, and we will look into this matter to avoid similar issues in the future. If you have any other concerns or need assistance, please reach out.
Best,
The Scooter Hut Team
Hi There,
Thank you for taking the time to share your feedback.
We're so sorry to hear about the issue you're experiencing with the grip tape on your scooter. It’s important to us that our products meet high-quality standards, and we appreciate you bringing this to our attention. Your comments will help us improve our quality checks in the future.
If there's anything else we can do to assist you or if you have further concerns, please don’t hesitate to reach out. We hope to provide you with a better experience moving forward.
Best,
The Scooter Hut Team
“I recently purchased an InMotion S1 online through ScooterHut. Within a week of owning it the rear mudguard/tail light assembly came off due to two screws being missing where it affixes above the rear wheel. After multiple phone calls to different ScooterHut locations around Australia to try and resolve it under warranty, I was finally told that it’s not covered by warranty because it’s a ‘non-essential’ item and doesn’t affect the ability to ride the S1. To be fair, the dude in the Fairfield store, Massimo, was a super friendly bloke who helped me understand the warranty policy, but ultimately he couldn’t help except to say i can buy a new guard and replace it myself.
I understand that the quality control for products like this is the remit of the manufacturer, but quality customer service ultimately rests with the retailer and Scooter Hut are definitely deficient in this regard.
David.”
Hi David,
Thank you for your review and for bringing this matter to our attention. I’m sorry to hear about the missing screws and the frustration it caused while trying to resolve it under warranty. I completely understand how disappointing it can be to feel like customer service hasn’t met your expectations.
While we do rely on our manufacturers for quality control, we always aim to provide the best support possible. Your feedback is invaluable, and we’ll certainly take it into consideration for improving our service going forward. If there’s anything else we can assist with, please don’t hesitate to reach out.
Best regards,
The Scooter Hut Team
Hi Lluke,
Thank you for your feedback! I'm sorry to hear that your order didn't come with the lid. We aim to provide everything you need with your purchase, and we're sorry we missed that.
Your experience is valued, and we appreciate you bringing this to our attention. If you need further assistance with this, please feel free to reach out to us. We hope to have the opportunity to improve your experience in the future.
Best regards,
The Scooter Hut Team
“My delivery was terrible, the box arrived absolutely destroyed and the other part of the delivery took nearly a month to arrive and the banquet that was offered to buy together with the scooter doesn't fit. Good price but disappointed.”
Hi There,
Thank you for sharing your feedback. I'm truly sorry to hear about the delivery issues you encountered and that the banquet doesn't fit as expected.
We strive for quality and timely deliveries, and it's disappointing to know we missed the mark this time. Your experience is important to us, and we appreciate your input.
We hope to improve and provide you with a better five-star experience in the future.
Best regards,
The Scooter Hut Team
