HOVEROO Omdömen 231

Svar från HOVEROO

Uppdaterad 6 dec. 2025

Hi Courtney,

Thank you for your feedback. We’re sorry to hear about your experience and would appreciate the opportunity to look into this for you. At this stage, only the first name “Courtney” has been provided. For privacy and accuracy, we’ve requested your order number via Trustpilot so we can locate your order.

Regarding communication: messages are answered strictly in the order received. When multiple messages are sent across different platforms in short intervals, each message is logged as a new enquiry and re-enters the queue, which can unintentionally extend response times for everyone. This is a system-based process applied equally to all customers. We respond to all enquiries; however, during peak periods the volume of back-to-back messages significantly increases overall queue times.

Next-day dispatch applies outside of peak periods. During high-volume periods, dispatch timeframes can be extended due to demand and courier capacity.

Once we’re able to locate your order, we’ll be happy to review the status and assist with the most appropriate resolution.

Svar från HOVEROO

6 dec. 2025

Hi Ann-Marie,

We strongly refute the claim that this is a “scam.” Your purchase is a valid, confirmed order currently being actively managed by our support team.

Regarding communication:

During peak season, enquiries are answered strictly in the order they are received. When multiple messages are sent back-to-back across email, social media, and live chat, each new message is logged as a fresh enquiry and goes to the end of the queue again. This can unfortunately slow down the response time—not only for the sender but for all customers during high-volume periods. This process is system-based and applies to everyone equally.

Contrary to your claim that you were ignored, your case has already been responded to with clear options provided. We respectfully ask that you check your email, where our resolution has been fully outlined.

We remain committed to resolving this matter fairly and in accordance with Australian consumer law.

Svar från HOVEROO

Uppdaterad 5 dec. 2025

Hi Esra,

We’re sorry for the frustration this delay has caused, and we’d like to clarify a few important points, as your review contains some misunderstandings about the order and our process.

1. Your order is not a scam — it was accepted during a peak-season inventory mismatch.

As explained in our email, the item you purchased sold out within minutes due to Black Friday demand. Your order was accepted after the last units were already allocated — something that can happen when thousands of customers are checking out simultaneously. This is rare, but not unusual during Black Friday and Christmas.

2. The “fake tracking number” claim is incorrect.

A tracking number has not been generated yet because your order has not shipped — and we were transparent about that in our email to you.

A scam website does not communicate delays, offer options, or have customer support at all.

3. You did receive replies from our team.

We responded to your enquiry, explained the stock situation, and offered two solutions:

**Wait for restock mid-December, plus
A complimentary helmet + protective gear set (worth $99.90), or

**A cancellation and full refund will be provided immediately if the delay does not suit you. **

Businesses running scams do not offer refunds, free products, or continued communication.

4. Your son’s birthday disappointment is understandable — but the delay is due to peak-season demand, not deception.

We completely empathise with your situation. It’s frustrating when a gift arrives later than planned, especially for a child’s birthday.

But this is not a scam — it is a high-volume seasonal stock issue, which we explained as soon as your support request reached the front of the queue.

5. We can finalise this for you immediately.

Simply reply to our email confirming whether you’d like to proceed with the cancellation or wait for the mid-December restock.

We’re here to resolve this — and your purchase is fully protected.

Svar från HOVEROO

5 dec. 2025

Hi Tiffany,

We’re sorry to hear you’re feeling frustrated, and we’d like to clarify a few important points to ensure your concerns are properly addressed.

1. We haven’t been able to locate your order.

You posted this review under the name “Tiffany,” but without an order number or matching email, we have not been able to find any correspondence from you in our system.
We’ve asked you on Trustpilot to provide your order number so we can bring up your file.

2. About your claim of “3 emails sent with no response.”

During peak season (from early November through Black Friday and into Christmas), we receive an extremely high volume of enquiries. Our system responds in the order messages are received — but when multiple follow-up emails are sent, the ticket automatically gets a new timestamp and is pushed to the end of the queue each time.

This is why repeated messages can delay a reply, not speed it up.

This is only a peak-season effect — outside this period, replies usually go out within 24 hours on weekdays.

3. Phone line clarification

Our phone number is not a live call centre.
All warranty and support requests must go through email or chat so we can properly record photos, videos, and documentation for our technical team.

4. Warranty support is always available

A hoverboard failing after 3 months is still under warranty, and we absolutely honour warranty claims.
We simply need the order details and a short video of the issue to begin a proper assessment.

Once you provide your order number and a video, we’ll fast-track your claim.

5. Your total spend does not affect support priority

Whether a customer buys one item or four, every enquiry enters the same queue and is handled in the order received.

We treat all customers equally — especially during peak season.

Svar från HOVEROO

Uppdaterad 5 dec. 2025

Hi Mrs Curtis,

Thank you for your feedback. We'd like to clarify a few points, as your experience was affected by the timing of your order and the current peak-season volume.

1. About stock availability

During sales, events, Black Friday, and Christmas, thousands of customers are shopping at the same time. When multiple people complete checkout within minutes of one another, stock can sell out while payments are still processing.

This can temporarily cause an item to appear available until the very last unit is taken.
This is not intentional — it is simply how real-time inventory behaves under extreme high traffic, and it only occurs during peak periods.

2. About communication delays

We respond to messages in the order they’re received.
When multiple messages are sent back-to-back across email, chat, and contact forms, the system assigns a new, later timestamp each time.

That means:

**the enquiry goes back to the end of the queue,
**response time becomes longer,
**and it affects response times for other customers too.

One message on one channel is always the fastest way to be assisted.

Outside of peak season, our response time is typically within 24 hours — but during Black Friday and Christmas, volume is significantly higher than normal.

3. About the phone line

Our phone number is not a live customer service line.
It is listed for verification purposes, while email and chat remain our support channels so we can:

**track communication accurately,
**keep everything documented,
**and ensure proper follow-up by the correct team.

4. About delayed email replies

Our team does respond to every enquiry, but as mentioned above, multiple follow-up messages automatically re-queue the ticket with a new timestamp. This extends the wait time — especially during Black Friday and Christmas, when message volume is extremely high.

Since we were unable to locate your order under the name “Mrs Curtis,” we’ve asked you directly on Trustpilot to provide your order number so we can review the exact timeline and assist you properly.

Once we receive your order details, we’ll check your file and provide a clear update.

Svar från HOVEROO

5 dec. 2025

Hi Katie,

Thank you for your review — we understand delays can be stressful, especially during the Black Friday period, so we’d like to clarify exactly what happened with your order.

1. Your order was shipped — the delay was due to an address issue

Your order was placed on 26 November, and when our team attempted to dispatch it, the carrier system flagged your address as incomplete. Your own message to us confirmed “my address sometimes doesn’t come up”.

We cannot ship until an address can be validated — otherwise the parcel risks being returned or lost.
Once you confirmed the correct format, your order was fulfilled and shipped on 5 December, which is still a normal turnaround during the Black Friday/Christmas peak.

2. Tracking updates were delayed — which is normal during peak season

Your parcel did not show scans until 8 December, but this does not mean it wasn’t shipped.
Carriers routinely have delayed first scans when handling thousands of parcels per day.
Your latest tracking now shows an ETA of 8 December, meaning it is in the network and moving as expected.

3. Our team did reply to you multiple times

We’ve checked your communication history — our team replied four times to assist you, including addressing the address verification issue.

A scam website does not respond repeatedly, verify addresses, or ship orders.
Black Friday simply produces extremely high enquiry volume, which is why responses take longer than usual.

4. No false advertising — just a very busy seasonal period

Our standard dispatch time of 1–4 business days applies outside peak sales periods.
During Black Friday/Christmas season, every retailer in Australia — including us — experiences delays due to high volume. This is why we encourage early ordering for time-sensitive events.

Svar från HOVEROO

5 dec. 2025

Hi Lauren,

Thank you for sharing your feedback. We understand how frustrating delays can be during the holiday period, so we’d like to clarify a few key points about communication and fulfilment.

1. About response times

Our team replies to messages in the order they’re received. When multiple messages are sent across email, Facebook, chat, or contact forms, the system automatically assigns a new timestamp, pushing the enquiry to the end of the queue.
This isn’t unique to your case — it’s how our system manages fairness during high-volume periods.
During peak season, one message on one channel is always the quickest way to receive help.

2. About “24/7 customer service”

Our website states that you can contact us 24/7 — it does not mean instant live replies around the clock.
Black Friday and Christmas bring an extremely high surge in orders and enquiries, and response times may be longer than usual. Outside peak periods, our replies are typically much faster.

3. About positive reviews

We want to assure you that our positive reviews come from real customers. Many people experience fast dispatch and fast communication — especially outside the seasonal rush.
Your experience reflects peak-season volume, not a lack of support or “bots.”

4. About dispatch times

Orders placed during the busiest weeks of the year can take longer than the usual 1–4 business days. Carriers and warehouses nationwide experience the same seasonal pressure.
That said, we understand the delay impacted your expectations, and we sincerely apologise for the inconvenience.

If you still need assistance with your order, we’re here and ready to help — simply share your order number, and we’ll provide the latest update right away.

Svar från HOVEROO

5 dec. 2025

Hi Chantel,

Thank you for your feedback, and we’re very sorry for the frustration this delay has caused — especially when your order was meant for a birthday.

We’d like to provide a clear explanation of what happened.

📌 Peak-season communication delays
We are currently in peak season (Black Friday → Christmas), and order/enquiry volumes are significantly higher than usual.
During non-peak seasons, we respond within 24 hours and dispatch orders within 24 hours on weekdays.
Right now, service times are longer due to the surge — not a lack of care.

📌 Important clarification about your order’s dispatch

Your order was submitted on Saturday, 22 November.
We processed and fulfilled it the very next day, Sunday, 23 November.
Your shipping label was printed on Nov 23 to prepare it for courier pickup the next business day.
The parcel was handed over to the courier on Monday, 24 November — the earliest possible pickup since carriers do not collect on weekends.
Your order was dispatched well within normal timeframes, especially during peak season.

📌 Why communication seemed delayed

We reply to messages in the order they are received.
When multiple messages are sent back-to-back, like in your case, the system assigns a newer timestamp each time — pushing the enquiry to the back of the queue.
This affects our response time and slows down the queue for everyone.
A single message is always the fastest way to get support.
Our records show that our team did reply multiple times, but each new message you sent automatically re-queued your ticket. We aren’t able to prioritise one customer’s messages over others in the queue, as this would be unfair to everyone waiting for assistance.

📌 Carrier delays outside our control
Once parcels leave our warehouse, delivery timeframes are handled by the carrier.
During peak season, it is normal for:
**First scans to be delayed
**Parcels to sit in cages awaiting processing
**Tracking to appear “stuck” or “pending.”
**Updates to only appear when the parcel reaches a local depot

As of today, tracking now shows:

Latest scan: Arrived in depot date & time: Wed 3 Dec, 4:13 pm
📍 Estimated arrival: Tuesday, 9 December

This confirms the carrier had the parcel, but the first scan was delayed due to peak-season volume.

📌 For urgent gifting dates
We always recommend ordering ahead of peak periods for time-sensitive events, as both fulfilment and carrier networks experience seasonal delays nationwide.

We appreciate your patience during this exceptionally busy time, and we’re here to help if you need anything further.

Svar från HOVEROO

5 dec. 2025

Hi Mrs Marsellos,

Thanks for sharing your feedback. We always encourage customers to review our Returns Policy before purchasing so expectations are clear — and we’re here to help with any questions about it anytime.
If there’s anything specific you’d like us to look into or clarify, please feel free to reach out to our support team, and we’ll be happy to assist.

Svar från HOVEROO

21 nov. 2025

Hi Yuri. We’re truly sorry to hear about your experience and understand how frustrating this must feel.

During peak season, our response time can extend to 24–48 hours due to the high volume of enquiries. We reply in the order messages are received to ensure fairness for all customers, and while it may take a little longer at this time of year, every customer always receives a response and full support.

We’ve checked our system and found one order under the name Yuri Huerta. If this is your order, a shipping confirmation email with tracking details was sent shortly after dispatch, allowing you to monitor the delivery directly or contact Australia Post if you have questions about transit times — as once the parcel leaves our warehouse, the carrier controls its movement.

According to Australia Post, your parcel was successfully delivered to EMERALD VIC on Fri 21 Nov at 3:35pm.

Tracking link for reference:
https://auspost.com.au/mypost/track/details/36U8E500072701000935103

If this is your order and you haven’t received the parcel, please respond to our direct message on Facebook so we can assist you in lodging a missing-parcel investigation with Australia Post.

We’re absolutely here to help and want to resolve this for you as quickly as possible.

Thank you for bringing this to our attention — we’re committed to supporting you.

Svar från HOVEROO

6 dec. 2025

Hi Rob,

Thank you so much for your kind words and for taking the time to share your experience with us. We’re absolutely delighted to hear that everything from communication and pricing to delivery to country Victoria met your expectations — and even more so that your grandkids are loving their new rides!

It truly means a lot to our team to know that you were happy enough to come back for another purchase. Your support and trust are greatly appreciated.

Thank you again for choosing Hoveroo, and for your encouragement — we’ll certainly keep doing our best!

Svar från HOVEROO

6 dec. 2025

Hi Sarah,

Thank you so much for your amazing feedback—we truly appreciate you taking the time to share your experience! It’s wonderful to hear that your hoverboard is still going strong after 3 years, and we’re glad we could quickly help with the scooter order and refund before shipment to save you the hassle.

Your trust, loyalty, and recommendation to family and friends genuinely mean the world to us. Thank you again for choosing Hoveroo—we’re always here if you need anything!

Svar från HOVEROO

6 dec. 2025

Hi Bonnie,

Thank you for your feedback. We’re sorry to hear about your experience and appreciate the opportunity to look into this properly for you.

At this stage, only the first name “Bonnie” has been provided, which isn’t sufficient for us to accurately locate your order. For privacy and accuracy, we’ve requested your order number via Trustpilot so we can review your case and provide you with a clear update.

Regarding communication: enquiries are answered strictly in the order received. When multiple messages are sent across phone, email, live chat, and social platforms in short intervals, each new message is logged as a fresh enquiry and re-enters the queue, which can unintentionally extend response times. This is a system-based process that applies to all customers, with enquiry volumes significantly higher in peak season than off-peak periods.

Once we’re able to locate your order, we’ll be happy to confirm the current status and advise on the most appropriate resolution, including delivery expectations.

Please reply with your order number, and we’ll assist you as quickly as possible.

Svar från HOVEROO

Uppdaterad 27 nov. 2025

Hi Li,

Thank you for sharing your feedback.

Your hoverboard was covered by a 12-month warranty, which applies to manufacturing defects. During that full year, the unit functioned normally with no reported issues. When a product performs as expected for the entire warranty period, it indicates that the device did not have a manufacturing fault — rather, any issues arising after long-term use are generally related to wear, usage conditions, or natural component fatigue, which is normal for all electric ride-ons.

Many of our customers are still using our hoverboard for several years without issue, and longevity depends not only on the price, product quality but also on how the device is used, cared for, and the conditions it has been exposed to. These factors have a significant impact on battery life and internal components.

Regarding the scratches from the kart attachment:

Hoverkarts connect tightly to the hoverboard frame for safety and stability. Because of that secure fit, cosmetic scratches or rubbing marks are unavoidable — not just with our hoverboards, but with any brand when paired with a kart attachment.

Once your device reached 13 months and was outside the warranty period, we offered a 20% courtesy discount toward a replacement. This is not required under warranty policy, but we provided it to support you with an affordable solution.
We always stand behind our products and do our best to help customers even beyond the warranty terms. If you’d like assistance choosing a model or discussing the replacement option, we’re happy to help.

Svar från HOVEROO

15 sep. 2025

Hi Joshua,

We’re truly sorry to hear about your experience and the disappointment this caused, especially on your daughter’s birthday. We understand how frustrating it must be to have paid for express delivery and not received your order as expected. Please know we take situations like this very seriously, and we never want any customer to feel let down or unheard.

Our team is reviewing this matter to see what more can be done to help resolve it for you as quickly as possible. We greatly appreciate your patience and the time you’ve taken to share your feedback with us.

In the meantime, feel free to reach out to us if there are any further questions or concerns.

Svar från HOVEROO

15 sep. 2025

Hi Donna,

Thank you so much for your kind review! We’re thrilled to hear that you found the online shopping and payment process easy, and that your delivery arrived on time with clear tracking updates. Your feedback means a lot to us, and we’re so glad you had a smooth experience.

In the meantime, feel free to reach out to us if there are any further questions or concerns.

Svar från HOVEROO

3 sep. 2025

Hi Debbie,

Thank you so much for your kind words! We’re absolutely thrilled to hear that your first Hoveroo experience has been a great one. It really means a lot to us that you took the time to share your feedback.

We always do our best to make sure every order arrives quickly and with great service, so it’s wonderful to know we delivered that for you.

We hope you enjoy your new Hoverboard, and we’d love to see you back again soon.

Svar från HOVEROO

22 aug. 2025

Hi Taryn,

Thank you so much for your kind words! 💙 We’re so glad to hear your order arrived quickly and that everything is working well for you. We really appreciate you taking the time to share your experience with us. Enjoy your new Hoverboard! 🚀

Svar från HOVEROO

19 aug. 2025

Hi Jodie,

Thank you so much for your wonderful review! We truly appreciate you taking the time to share your experience. It’s fantastic to hear that the transaction was easy, the deal was great, and your order arrived promptly and faultlessly. Your kind words mean a lot to our team and really motivate us to continue providing the best service and products possible.

We hope you continue to enjoy your purchase and look forward to serving you again in the future!

Svar från HOVEROO

18 juli 2025

Hi Greg,

Thank you so much for taking the time to leave us such a wonderful review!

We truly appreciate your kind words and are so happy to hear that you were pleased with the support you received. Our team always strives to provide quick and effective solutions for our customers, and it’s great to know that we were able to resolve the issue with your hoverboard efficiently and get a replacement out to you straight away.

Your feedback means a lot to us and motivates our team to continue delivering the best possible service and backup support. Thank you again for your trust in us.

If there’s anything else you ever need, or if you have any questions in the future, please don’t hesitate to reach out. Enjoy your hoverboard and have a fantastic day! 😊🛴💙