Pixel T-Shirt Reviews 162

Reply from Pixel T-Shirt

Jun 10, 2020

Celine, we are really glad to hear you appreciate the quality of our products! Thanks for taking the time to share your feedback here on Trustpilot. Enjoy your stuff! 🚀
- SpaceNeil

Reply from Pixel T-Shirt

Jun 9, 2020

Hello Tyler,
we are sorry to hear there is a problem with your purchase.

Here is a recap of your orders and support request status:

Our records show your first order #SN-2002322 was received on May, 4th and shipped on Wednesday, May 6th via PostaPriority Internazionale (Priority Saver) as chosen at Checkout. Tracking number is 5IUP0013006372.

Your second order #SN-2002486 was received on May, 29th and shipped on Wednesday, June 3rd via Postamail Internazionale (Super Saver) as part of a promo which granted free shipping on all purchases. As states on our website, please notice there is no public tracking available for Super Saver. This parcel is currently on transit to destination and is expected to be delivered next week or shortly afterwards.

Despite a huge increase in demand, I am glad to say processing on both orders has been on par with average order processing time on orders to be delivered to the USA.

Regarding your support request, we received your email on May, 23rd to which I can see we promptly replied in a matter of hours. We stated that your first order was shipped on May, 6th and therefore completed. Tracking info was included in the email. Please notice order completion simply means the parcel has been shipped to destination.

On June, 2nd when you sent us an update to the email conversation stating the parcel had not been delivered. We replied in less than 1 hour to report we opened a support request with both carriers involved: Poste Italiane and USPS.

There have been no further updates from us after June, 2nd we did not receive any reply from either Poste Italiane or USPS since we opened the tickets with them. I personally pushed Poste Italiane on Friday, May 5th to provide updates on the matter to no avail. They just notified us that further information may become available later this week, but there is no info available as of today.

I am heavily disappointed to reckon your first order has not been delivered yet despite our efforts to make sure carriers sorted out the situation. I have reason to believe the first parcel is late but still in transit to destination, just a the second one which has been shipped just days ago.

I am sorry to hear you are unable to retrieve or reset your My Account credentials. I have informed our IT dept to investigate on the matter, as far I can see no attempts have been made for your account.

I understand your frustration as well, but I would like to point out we did everything in our power since we do not have direct control on parcels shipped via regular mail (Super Saver / Priority Saver) once they are collected from our warehouse. I also believe we did reply to your support requests in a timely and precise manner.

Despite our policy, we definitely want our customers to be happy and have hassle-free shopping with us. We have just contacted you via email to offer a resolution.

I am sorry to hear you have been unhappy with us thus far, I genuinely hope this resolution will make up for the inconvenience.

Feel free to reply to this message for further assistance with your purchase.

Have a great day,

SpaceNeil Customer Service Team

Reply from Pixel T-Shirt

Jun 9, 2020

Hi Sheldon, we are super happy to read our Customer Service team did a great job with your order. We did our best to make sure your order was delivered to you as soon as possible. Highest product quality and great customer experience are out top priority! 🚀
- SpaceNeil

Reply from Pixel T-Shirt

Jun 9, 2020

Hi there Yvonne, thank you very much for your review! We are glad to hear product quality and customer service have been consistent if not better through the years, we strive to keep improving! 🚀
- SpaceNeil

Reply from Pixel T-Shirt

Jun 9, 2020

Hi Jeff, DHL Express shipping is the way to go for fast, hassle-free delivery to the USA, we are glad to hear the varsity jacket was delivered in no time. Enjoy! 🚀
- SpaceNeil

Reply from Pixel T-Shirt

Jun 9, 2020

Jayme, we are really glad to hear you appreciate the quality of our products. Thanks for your review. Enjoy your stuff! 🚀
- SpaceNeil

Reply from Pixel T-Shirt

Jun 9, 2020

Hi Steven, we are glad to hear you are very happy with your purchase. Enjoy your stuff! 🚀
- SpaceNeil

Reply from Pixel T-Shirt

Jun 3, 2020

Thank you very much Nuno, we appreciate your words! We are glad to hear you like our product quality! 🚀
- SpaceNeil

Reply from Pixel T-Shirt

Jun 1, 2020

Hi Nancy, we are glad to hear our Customer Service team has been helpful. Enjoy your stuff! 🚀
- SpaceNeil

Reply from Pixel T-Shirt

Jun 1, 2020

Courtney, thank you very much for taking the time to review SpaceNeil here on Trustpilot. We are so happy to hear you like our products, we do our best to provide a nice customer experience! 🚀
- SpaceNeil

Reply from Pixel T-Shirt

Jun 1, 2020

Thank you very much, Jaxon! We strive to make sure all our customers are happy with their purchases. Quality products and services are our top priority 🚀
- SpaceNeil

Reply from Pixel T-Shirt

May 19, 2020

Thanks Karen for taking the time to share your feedback. It's a pity the parcel was originally misplaced in transit via Super Saver, but eventually we managed to resolve the situation by issuing a complimentary replacement and ship it via DHL Express. That's so great the stuff has finally reached you! 🚀
- SpaceNeil

Reply from Pixel T-Shirt

May 18, 2020

We definitely appreciate your kind words, we strive to provide the best customer experience to all our customers, it means a lot to read your great review. Thank you very much! 🚀
- SpaceNeil

Reply from Pixel T-Shirt

May 14, 2020

Thanks Xavier for your feedback on your most recent order, we are glad to hear we are doing great! 🚀
- SpaceNeil

Reply from Pixel T-Shirt

May 14, 2020

Thank you Paula for your review, we are glad you appreciated the complimentary shipping upgrade to DHL Express, enjoy your stuff! 🚀
- SpaceNeil

Reply from Pixel T-Shirt

Jun 1, 2020

[UPDATE #2]
Thank you very much Michael for taking the time to update your review and giving us 5 stars! We did everything in our power to resolve the issue and makeup for the inconvenience. We are so happy to hear you appreciated our efforts, it means a lot to us. 🚀
- SpaceNeil


[UPDATE]
Hello there Michael,
DHL Express shipping records show the parcel has been delivered in just 1 business day from dispatch. We tried to get in touch with you via email the day after delivery for your feedback but we have not received a reply as of today. We have reason to believe that the issue has been resolved so we are going to close your support ticket for now.

Please do not hesitate to get in touch with you for any further assistance.

If you do not mind, we would also like to invite you to consider taking the time to update your review.

Have an awesome day,
SpaceNeil Customer Service Team


[ORIGINAL MESSAGE]
Hello Michael,
we are sorry to hear there is a problem with your purchase.

My colleagues and I have investigated on your order #SN-2002261 as our records show the order is still marked as “Processing”. We determined that due to an unexpected error on our automated online platform the order has been delayed without our team noticing the issue. Coincidentally, we have just noticed your support request email dated May, 5th was wrongly marked as SPAM. Unfortunately these events has prevented us to fulfill your order in a timely manner.

Please accept our most sincere apologies for the inconvenience.

We have pushed the order to be dispatched as soon as possible. We are also reaching you via email to arrange a refund for express shipping costs in order to mitigate the inconvenience. I will also make sure you receive some complimentary freebies along with your order.

You will receive an automated email with tracking details once the parcel is picked up by DHL from our warehouse.

We hope you appreciate our efforts to resolve the issue. Once again, our apologies for the delay in processing the order.

Feel free to reply to this message for further assistance with your purchase.

Have a great day,

SpaceNeil Customer Service Team

Reply from Pixel T-Shirt

May 8, 2020

George, we are really glad to hear you appreciate the quality of our products. Thanks for your review. Enjoy your stuff! 🚀
- SpaceNeil

Reply from Pixel T-Shirt

May 6, 2020

Thank you very much Luca for taking the time to review SpaceNeil here on Trustpilot, we are glad to hear you dig our T-Shirt Making History collection, enjoy! 🚀
- SpaceNeil

Reply from Pixel T-Shirt

May 6, 2020

[UPDATE]
Hello there Stéphane,
thank you very much for taking the time to update your Trustpilot review! We are happy to hear you are enjoying the products!

Have a great day,
SpaceNeil Customer Service Team


[ORIGINAL MESSAGE]
Hello Stéphane,
we are sorry to hear the COVID19 emergency has impacted your order.

Due to Italian Government regulation we have been forced to temporarily suspend operations on March 11th, 2020. On the very same day we posted an highlighted alert on our website (with a red top bar across all products and pages including Cart and Checkout) stating all orders received after Mar. 11th, will be processed as soon as possible. As of today April 6th, 2020 the alert message is still visible on spaceneil.com since the regulation is still enforced nationwide.

Our records show your order #SN-2002229 has been received on March, 23rd so we are confident the alert was there when the order was placed. We are sorry to hear you have somehow missed the information or perhaps we failed to highlight the alert in a sufficient manner. We will investigate furtherly on the matter.

We have also spent some time to review all customer support request received since you placed the order. I can confirm we did not receive any support request in regard to the order #SN-2002229 either via email at customerservice@spaceneil.com or via our FB and Twitter accounts.

Please accept our most sincere apologies for the inconvenience and the delay in processing your order which, unfortunately, are not under our control. We are doing our best to make sure all orders will be dispatched as soon as we are allowed back to work.

In order to make up for the inconvenience, we will update your order shipping method to DHL Express 1-day, our fastest and premium option. This will allow you to receive the parcel in no time once we are able to ship it. Also, I will make sure freebies will be added to your order as well. Of course these are complimentary upgrades at totally no cost for you.

Please get in touch with our Customer Service Team for further assistance on your purchase.

Have an awesome day,
SpaceNeil Customer Service Team