Xsolar Avis 

Réponse de Xsolar

27 juil. 2026

Thank you for taking the time to leave your feedback.

We sincerely apologize for the experience you had with your order. We completely understand your frustration and acknowledge that the delays and communication fell below the standard of service we strive to provide.

Unfortunately, the courier mistakenly mixed up your order during the delivery process. Before we could dispatch the correct replacement, we first had to establish exactly what had happened and coordinate the exchange with the courier. Regrettably, this process took longer than anticipated.

Once the issue had been confirmed, we arranged a replacement order, which according to our courier records was successfully delivered. However, we fully appreciate that the overall experience did not meet your expectations, and for that we sincerely apologize.

We'd also like to address your comment regarding our reviews. We take pride in earning genuine customer feedback and do not write or fabricate reviews. This year to date, we have processed over 4,300 online orders and currently maintain a 4.7-star Google rating based on 132 customer reviews. While we're proud of the positive experiences many customers have had, we also recognise that your experience did not reflect the standard we strive to deliver.

Your feedback has highlighted areas where we need to improve, particularly around communication, courier coordination, and order management. We are actively implementing improvements to help prevent similar situations in the future.

Once again, we sincerely apologize for the inconvenience caused and appreciate you bringing this matter to our attention. We wish you all the best.

Réponse de Xsolar

22 juil. 2026

Thank you for taking the time to leave your feedback.

We sincerely apologize for the experience you had with your order. We completely understand your frustration and acknowledge that the delays and lack of communication fell well below the standard of service we strive to provide.

Unfortunately, your original parcel was lost in transit. Once we became aware that the parcel could not be located, we worked with the courier to investigate the matter before arranging a replacement. We then experienced additional delays due to replacement stock availability. While these circumstances contributed to the delay, we acknowledge that we should have communicated with you more proactively throughout the process, and for that we sincerely apologize.

As we were ultimately unable to fulfil your order within a reasonable timeframe, we processed a full refund. We appreciate your acknowledgement that the matter was resolved through a full refund and thank you for your understanding.

While we fully acknowledge your experience, we would also like to provide some transparency for future customers. This year to date, we have processed over 4,300 customer orders through our website and currently maintain a 4.7-star Google rating based on 132 customer reviews. While we strive to provide every customer with an excellent experience, no business processing thousands of orders is completely immune to the occasional unforeseen issue. That said, this is not the standard we set for ourselves, and we sincerely regret that your order was one of those affected.

Your feedback is invaluable and has highlighted areas where we need to improve, particularly around communication and order management. We are actively implementing improvements to ensure a better experience for all of our customers.

Once again, we sincerely apologize for the inconvenience caused and thank you for bringing this to our attention. We wish you all the best.

Réponse de Xsolar

Actualisé le 22 juil. 2026

Thank you for taking the time to leave your feedback.

We sincerely apologize for the delay and for the lack of communication during the delivery process. We understand how frustrating this experience must have been.

According to our records, the delivery address used for shipment was the address entered during checkout. Unfortunately, an issue with the delivery details contributed to the delay. While this affected the delivery timeline, we acknowledge that we could have communicated more proactively throughout the process, and we sincerely apologize for that.

We are pleased that your order was ultimately delivered, although we fully understand that the delay did not meet your expectations.

This year to date, we have processed over 4,300 customer orders through our website and currently maintain a 4.7-star Google rating based on 132 customer reviews. While we strive to provide every customer with an excellent experience, no business processing thousands of orders is completely immune to the occasional unforeseen issue. That said, this is not the standard we set for ourselves, and we sincerely regret that your order was one of those affected.

Thank you for your feedback. We are continually improving our communication and delivery processes to provide a better experience for all of our customers.

Réponse de Xsolar

22 juil. 2026

Thank you for taking the time to leave your feedback.

We sincerely apologize for the experience you had with your order. We completely understand your frustration and acknowledge that the delay and our communication throughout the process fell well below the standard we strive to provide.

A waybill was generated for your order, however the parcel did not progress through the courier network as expected. Despite our efforts to resolve the issue, we were unable to fulfil your order within a reasonable timeframe. As a result, we processed a full refund.

While we fully acknowledge your experience, we would also like to provide some transparency for future customers. This year to date, we have processed over 4,300 customer orders through our website and currently maintain a 4.7-star Google rating based on 132 customer reviews. While we strive to provide every customer with an excellent experience, no business processing thousands of orders is completely immune to the occasional unforeseen issue. That said, this is not the standard we set for ourselves, and we sincerely regret that your order was one of those affected.

Your feedback has highlighted areas where we need to improve, particularly our communication and order follow-up procedures, and we are actively implementing improvements to provide a better experience for all of our customers.

Once again, we sincerely apologize for the inconvenience caused and appreciate your feedback.