Torpedo7 Reviews 360

Received home gym 5 months late. Used equipment for 3 weeks and product had faulty issues and broke. Contact Torpedo 7 and we are into 5 weeks unresolved and counting

If I could give this company zero stars I would. Absolutely disgrace of a company. I placed an order in Feb and I have only just received a response now to tell me my beach umbrella is out of stock and they will process a refund. Thank god I am getting a refund honestly, I thought I was going to be out of pocket because of this company. The phone lines were down every time I tried to phone, emails seem to go nowhere. So disappointing. Quite frankly this company is a scam, and somehow they are getting away with it. Honestly I wouldn’t waste your money on this company. They don’t deserve it. The customer service is atrocious too. No compassion or understanding as to how frustrating it is to have no contact about a product you have purchased. They just don’t care.

Copy and pasted another comment as this exact below scenario occurred to me.

An absolute joke of a company. In early April, I made a purchase on their website and received an order confirmation promising dispatch within 15 days due to the oversized nature of the item. Three weeks passed by with no communication whatsoever regarding the status of my order. Despite numerous attempts to reach out via live chat, email, and phone, I encountered constant frustration: online assistants were never online, emails bounced back undelivered, and calls to the store went unanswered. After persistently seeking an update through their website's email enquiry form, I was finally informed that the item I had ordered (three weeks prior) could not be delivered as it was now out of stock. Why couldn't they have notified me of this sooner (i.e. a day or two after the order was made)? It's been a complete waste of my time, and has been the worst experience I've ever come across in retail. Definitely would not recommend.
Using another company which I will name actually “Hyperide” had the product at my door within 2 days. And were very informative, so I will continue to use them in the future!

An absolute joke of a company. In early April, I made a purchase on their website and received an order confirmation promising dispatch within 15 days due to the oversized nature of the item. Three weeks passed by with no communication whatsoever regarding the status of my order. Despite numerous attempts to reach out via live chat, email, and phone, I encountered constant frustration: online assistants were never online, emails bounced back undelivered, and calls to the store went unanswered. After persistently seeking an update through their website's email enquiry form, I was finally informed that the item I had ordered (three weeks prior) could not be delivered as it was now out of stock. Why couldn't they have notified me of this sooner (i.e. a day or two after the order was made)? It's been a complete waste of my time, and has been the worst experience I've ever come across in retail. Definitely would not recommend.

***Update 01/05/2024***
I didn't opt for a refund and instead opted to get the item exchanged for something of similar value (as per the options Torpedo 7 provided me). Correspondingly, I told them which product I wanted as an exchange for the item that wasn't in stock, and was told that 'the exchange was done'. At the time, I was happy with the outcome. I waited for any confirmation that the exchange had taken place, however a few days later, I was instead provided a refund with no notice at all; I was then subsequently told that the replacement item I chose was also out of stock (despite it being shown on the website as 'IN STOCK').

In essence, this is the second time in a row I was led to believe I was going to get something, when in actuality, I wasn't. Fix the bloody website and show the stock levels you actually have! I don't even know how this company is still running in all honesty.

Ordered some shoes online. Wrong shoes delivered. Three months later and after numerous e-mails and phone calls and repeated promises to collect the wrong shoes/send the correct ones (I think I have three 'case numbers' for my complaints - e.g. CAS-41135-K9Z4J6 if you are reading Torpedo 7. Fat chance!) - I have got nowhere, and they have now just stopped responding to e-mails. Suggest avoid like the plague!

Zero stars. Order placed 19 March, delivery supposed to be in 5 days. Not received and company is impossible to contact. Email enquiry bounces back as undeliverable, phone not answered, Facebook messenger has an out of office auto reply and online chat is a bot with an out of office message. Charge back requested through my bank. Lying thieves.

I placed an order for click-and-collect three weeks before Easter as a gift. Although the order initially went through smoothly, I was disappointed by the lack of communication and updates from the company. It turned out that there was an internal system failure, and my order had to be reprocessed just five days before Easter.

Despite my attempts to reach out and inquire about the status of my order, I received minimal information and was left feeling frustrated. When I asked for a replacement product with the option to pay the difference, the company was not willing to negotiate. As a result, I had no choice but to request a refund.

This experience was incredibly disappointing, especially considering that I've been a customer for eleven years. The level of customer service provided was, unfortunately, the worst I've encountered in New Zealand. I hope this feedback helps the company improve its processes and communication to avoid similar situations in the future.

I ordered a part for my bike in March with a note that dispatch times are 3-5 days. 3 weeks later still no part.... sent customer service a note asking for a refund, no response. Ended up getting the part a week later. Really poor customer service, won't be buying from them again

Click and collect waited 5 weeks for item with no contact, all phones were switched off no one in store could help, visited the store 5 times over this period. Once I had received goods they were incorrectly labelled and sold as the wrong product. Worst experience I have ever encountered as a customer.

I bought a pair of cycle gloves online, on sale. It cost me an additional $5.21 to send them to my local store. When they arrived I found they were too small and asked for a bigger size, but I was told they couldn’t supply that. I asked for a refund, which they agreed to, but minus the postage. They then went on to sell the gloves at full price in store.
Abysmal customer service. I will never buy anything online from Torpedo7 again.

Wouldn’t/ couldn’t sort out an issue with a store credit.

It took me getting the directors home addresses and telling them I was filing a dispute tribunal directly to the directors. Was then sorted in 1 day.

To celebrate almost 7 weeks since my order was placed and money paid, i wanted to share my experience with the click and collect service. It's embarrassing that despite knowing they have an extensive backlog, Torpedo7 still has the gall to promote on their website that delays will cause a maximum wait of 15 days.

I ordered an SUP from Torpedo at the beginning of March, with an estimated latest pickup of 15th. This date came and went, so I reached out to the customer service desk by email. I was fortunate to receive a reply a week later - many haven't had my luck - where they explained that the order was coming in from Tauranga and would be sent out as soon as possible.

For context, I live in Rotorua. This is an hours drive away from Tauranga and when I asked if I could instead drive up to collect it from the store there, they went silent on me.

Hitting a dead end, I went to the Rotorua store to see if the team could help there, and it didn't escape notice that several others were also in line to ask about missing online orders. The team leader explained that since Torpedo7 changed hands, they've now taken online orders out of the responsibility of the stores themselves and changed it to an overarching system where someone in an office coordinates it. When these orders come through, there's no notofication for stores to take that product off the floor, and can continue to sell them.

Some of the biggest unseen victims of this is the store staff themselves. For something that isn't in their hands, they have to field complaint after complaint. They were fantastic for me, advising that if I contacted the online team by phone and requested a refund, they would match the online price for any instore stock. Unfortunately, the SUP I ordered (a smaller length board for a smaller human) wasn't available in Rototua, so figured I would call again and chase the order.

At this time, curiosity struck and I jumped online to see if that SUP was still available in the Tauranga store. Surely it must be, I mused, as that was where they allocated the order as it still had stock. By the time of my checking, there were none of same type available in Tauranga, meaning they had sold the entire stock off the floor.

As I write this, Torpedo7 has shut down its customer service phone line while email and website support are silent. I have no way of contacting them to request a refund, and was informed today by the Rotorua team that Torpedo is not offering any refunds right now for online orders that haven't been fulfilled. The legality of this is questionable, and I feel the only way I can get my money-back now is to request a charge back from my bank.

To those of you still with me, learn from my mistakes. Avoid click and collect. Just don't take it out on the store team - they don't deserve the hate for something they haven't got control over.

Torpedo7 customer care makes me want to never buy anything from them again. It has been well over a month since my warranty case was generated and I've had next to no communication from them whatsoever.

Waiting now for 10 days just to get a simple order confirmation. Tried chat - no help, tried calling - no answer, tried emailing - no answer.
How can a company provide such poor service? do they simply not care?
Will never buy again - prefer to spend my money at Hyper Ride or 99 Bikes - at least you can communicate with them.

The customer service experience provided by the company was regrettably substandard. Despite purchasing a scooter for a child's birthday present more than a month ago, the item failed to arrive. Upon contacting the company, I was informed that the scooter was not in stock. While the option of a refund or replacement was presented, opting for the replacement yielded no results. Despite persistent efforts over the past four weeks to seek resolution through email and phone communication, no response has been forthcoming. Additionally, attempts to seek assistance from physical store locations were met with refusal, citing the matter as beyond their purview. This lack of responsiveness and accountability has been disappointing, exacerbating the already frustrating experience. I stand without my initial deposit to this day.
Highly recommend to NOT deal with this company.

Avoid, torpedo 7 is toast, the new owners won’t be able to turn this around and the hand over has been executed so poorly that online shoppers who have seriously been messed around so bad will never shop there in this lifetime again. My order was fulfilled three days ago and the order was placed in Feb, I picked up the item took to the counter and asked for a refund … supposedly the refund worked but five days later the money isn’t back in my bank. Great staff who you can see are frustrated and over this mess, T7 Goods are questionable it’s stock generic alibaba type fair from CH rebranded to torp7. torpedo may or not be open tomorrow it’s pot luck it’s that dire so anything could happen don’t tie up your money in this titanic. I’m out never to return this handover sale was handled with an absolute lack of remorse for your customer base who got caught in this quagmire and messed with over summer waiting for orders that didn’t come with zero correspondence and no way to contact an online presence. You may have paid a dollar for this biz but before you go under you’re gonna lose a lot of money, I’m sure the warehouse group threw you under the bus with the hand over etc but you could have prioritised and fulfilled existing orders with a respect instead of the f you approach to us. Let it be your karma we in droves aren’t coming back,

Worst online experience ever!!! After 20days of calling and attending the local store I asked for a refund for a $790 product. I can absolutely see why they cannot make money because their systems and focus on customer service is dismal. I won’t be shopping here again

If I could choose 0 stars I would. I placed an order which is pending, nobody replies to e-mails or the on line assistant. Basically Torpedo 7 have stolen my money.

0 stars, online order is still pending for over 6 weeks. No support or response from Torpedo7.

order pending 6 weeks,
zero online support, emails bounce, no way to contact a human, cant track the order, cant refund the order.
DO NOT BUY ONLINE GOODS FROM THIS COMPANY
Really this company should halt its online sales - halt trading altogether given its current precarious trading position-ComCom need to investigate-how a company can take $ sales, not fulfill orders ...cant image it will get any better with the new Tahua Partners Limited
Make a ComCom Complaint