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Réponse de Thriftyfox

2 juin 2026

Hi Debra,

Thank you for reaching out, and please accept our sincere apologies for the frustration this has caused. We completely understand your concern regarding receiving the incorrect size and the trouble you've had getting in touch.

We want to assure you that we are aware of the mix-up with your order. We actually received your initial message and replied to your email last week to help get this sorted out. Occasionally, our responses can be accidentally filtered by email providers, so please check your spam or junk folder for our message.

We are fully committed to making this right and are happy to offer you either a replacement in the correct size or a full refund, whichever you prefer.

If you are still unable to locate our email from last week, please let us know by replying directly to this message or reaching out to us at support@thriftyfox.co.nz, and we will prioritise getting this resolved for you immediately.

Réponse de Thriftyfox

2 juin 2026

Hi Richard

First and foremost, please accept our sincerest apologies for the incredibly delayed response to your feedback. I realise it has been over a year since you left this review, and it completely slipped through the cracks on our end. There is no excuse for missing this, and I am so sorry for leaving you hanging.

Regarding your original order, you are absolutely right. It is extremely frustrating to go through the process of purchasing an item, only to find out after the fact that it is unavailable. We completely agree that the watch should have been marked as "out of stock" on the website before you were able to check out.

While we occasionally experience a lag in our inventory syncing system, we understand the frustration it causes when the system doesn't sync correctly, or if a supplier sells out of limited stock. We genuinely appreciate you taking the time to point this out, as it highlights areas where we need to improve our website's real-time accuracy.

Thank you again for your patience and your honest feedback.

Réponse de Thriftyfox

12 déc. 2024

Dear John,

We deeply apologise for the inconvenience and frustration caused by your recent experience with ThriftyFox. Your feedback highlights a significant shortcoming on our part, and we are truly sorry for letting you down during such an important occasion.

The cancellation of your order without notification or explanation is entirely unacceptable, and we take full responsibility for this failure. While it was indeed a system glitch within Shopify that prevented the notification from being sent, it is ultimately our responsibility to ensure seamless communication with our customers, regardless of the tools we use. We deeply regret that this oversight caused your son to miss out on his 21st birthday gift, a milestone that deserved to be celebrated without such stress.

We understand and accept your review and the 1-star rating. Your frustration is justified, and we sincerely appreciate you taking the time to detail your experience. It serves as an important lesson for us to improve not only our systems but also our processes to ensure customers are kept informed and valued at every step.

We are already reviewing our notification and order management processes to ensure that this does not happen to any other customer in the future. Your feedback will drive us to work harder to provide the excellent service we strive for and that our customers deserve.

Once again, we deeply apologise for this experience and the disappointment it caused. Thank you for bringing this matter to our attention, and we truly appreciate your honesty and feedback.

Sincerely,
The ThriftyFox Team