I don’t usually leave reviews
*Edit following company response*
After receiving a reply from Elev8, I feel it’s important to clarify and stand by my original experience, while adding further context.
Initially, the sales process was positive communication was prompt, clear, and helpful. However, once payment was made, the level of communication declined significantly.
I frequently had to chase for updates, with responses often delayed or lacking clarity. At one stage, due to the lack of communication, I was genuinely concerned that I may have been scammed.
It’s also worth noting that my bank’s fraud team intervened and temporarily stopped the payment, contacting me to confirm I was certain I wanted to proceed due to a flag on the receiving account. This added to my concerns at the time.
Regarding the points raised in your response:
• The “additional verification” and refund situation only arose because of the concerns I had shortly after payment, largely due to the sudden drop in communication. Requesting a refund was a direct result of that experience.
• The pre-order and lead time were not communicated in a way that reflected the actual delay experienced. My understanding at the time of purchase was that delivery would be within a reasonable and comparable timeframe to other suppliers.
• On delivery, I ordered a second lift from another company nearly a week later, and it arrived almost a week before the Elev8 order — which speaks for itself in terms of expectations versus reality.
• While I acknowledge that registered addresses can differ from operational sites, discovering that the listed address was a virtual office did raise legitimate concerns for me as a customer purchasing large, high-value equipment.
Overall, while Elev8 may feel their processes were followed correctly, my experience as a customer was one of poor post-payment communication, unclear expectations, and unnecessary concern around the transaction.
I appreciate the response, but my review reflects my genuine experience, which I believe is fair and relevant for other potential customers to consider.
Reply from ELEV8 Garage Equipment
Hi Matt,
Thank you for your review.
While we appreciate your initial comments regarding our sales process, we do need to clarify several key points to ensure an accurate account of events.
• Payment & verification: Your order required additional verification due to inconsistencies during the payment process. This is standard procedure for high-value transactions and was handled appropriately before your order was accepted.
• Refund request: Shortly after placing your order on Friday afternoon, you requested a refund the following Monday to a different bank account. For security and fraud prevention reasons, we are unable to process refunds to accounts that differ from the original payment source. This was clearly explained at the time.
• Order type & lead time: Your lift was purchased on a pre-order basis, with stock scheduled to arrive the following week. This was communicated prior to purchase and reflected in the discounted price offered.
• Communication & delivery: We provided updates throughout, including haulage booking confirmation and reference details from Wrefords Transport. Your order was processed and delivered in line with the agreed schedule for incoming stock.
• Business address: Our registered address is an administrative office, which is standard practice. For security reasons, our operational and stock keeping premises are not publicly listed but are available to customers by arrangement.
At no stage was your order unaccounted for, and all processes followed were in line with standard business and security procedures.
We take feedback seriously, but it’s important that reviews reflect the full and accurate context of a transaction.