Poor Customer Service
On 7 Oct 25 I ordered and paid for an electronic cart that was online as available. A day later I got an email to say the inventory was not up todate and the cart was not available and they apologised, offered a 5% discount, put me at the top of the waiting list and would notify me as soon as it becomes available. On 30 Oct an email said the cart would be sent next week in early Nov followed up with the 5000 mAh battery early Dec.
Apart from innumerable emails suggesting I would receive it soon its now the 10 Jan 26 no delivery details have been received, I've tried ringing a number of times leaving my details for a reply, again nothing heard.
For a company that talks about customer satisfaction on the phone message they need to live up to their supposed ideals
Reply from leafliving.com.au
Hi Barrie,
Thank you for taking the time to share your experience. We genuinely understand your disappointment, and we appreciate the opportunity to clarify the context around your order.
At the time of purchase, the model you selected, our motorised camping cart with battery and electric assist, is a product we exclusively offer in the Australian market. Due to unexpectedly strong demand, the specific variant you requested was temporarily unavailable. To minimise disruption, our team arranged a temporary alternative unit so you would still have access to a cart while waiting, and we kept in regular contact to discuss options as stock movements evolved.
Unfortunately, the Christmas and New Year period placed additional pressure on logistics and carrier schedules nationwide. While the original unit did arrive on the day of your planned trip, the timing understandably no longer worked for you. Once this was clear, we processed a full refund promptly, as we always do when a solution no longer aligns with a customer’s needs.
It is genuinely disappointing that the timing did not come together, particularly as this cart is designed specifically for customers who value powered assistance and ease of use while camping and travelling. We believe this is still a product that offers something quite unique, and for transparency, we have included a link to product images below so other customers can clearly see what the unit offers in real world use.
https://cdn.shopify.com/videos/c/o/v/d1497d6674d8460c9ad36b0f21ca9f0e.mp4
We appreciate that your feedback comes from frustration rather than ill intent, and we are grateful for the constructive nature of your communication throughout our exchanges. Should your circumstances change in the future, we would be more than happy to assist again and ensure the experience runs more smoothly from start to finish.
Thank you again for your patience and for engaging with us respectfully.
Kind regards,
Mark
Customer Care Manager
Leaf Living