www.pixelburn.com.au Reviews 

⭐ 1 STAR – An absolute masterclass in how NOT to run an online business!

I genuinely don't know whether to laugh or cry at this point.

My experience with Pixel Burn has been nothing short of ridiculous.

I placed an order for two items. The original parcel was apparently dispatched but mysteriously stopped moving after being collected by the courier. No investigation, no updates and no proactive communication.

After struggling to contact customer service (partly because Pixel Burn had published an incorrect phone number in its automated emails), I eventually received a response from Ryan Ellison, Acting Manager of the Operations Team.

Ryan sent a very apologetic email acknowledging the company's failures and promised to personally ensure a replacement order was dispatched as a priority on 27 October via StarTrack Premium Express. He also promised a $14.49 gift card within 24 hours as compensation.

A week later, I had received absolutely nothing. No replacement, no tracking information, no gift card and no further communication.

I then sent another email expressing my frustration and asking for some actual answers rather than more empty promises.

And here's where things get even better...

Five days later, a parcel finally arrives!

Naturally, I thought the issue had finally been resolved.

Nope.

Inside the parcel was ONE item instead of the TWO I had ordered, and to top it all off, the item that did arrive was DAMAGED.

You honestly couldn't make this stuff up.

So, after all the delays, missing parcels, incorrect contact details, broken promises and assurances from management, Pixel Burn has managed to deliver an incomplete order containing damaged goods.

Let's recap:

Original order: Never properly delivered.
Customer service: Difficult to contact.
Management's promised express replacement: No clear communication or tracking.
Promised $14.49 gift card: Never received.
Eventual delivery: Five days after my follow-up complaint.
Contents: One damaged item out of the two ordered.

At this stage, I'm genuinely wondering what the next surprise will be.

What makes this particularly disappointing is that I was initially quite reasonable and appreciative of Ryan's willingness to personally look into the matter. I gave the company every opportunity to put things right.

But repeatedly apologising, making promises and then delivering yet another problem is not customer service.

Pixel Burn has managed to turn one simple purchase into an ongoing administrative nightmare.

I still don't have what I paid for, and the amount of time I've wasted chasing this company is completely unacceptable.

If you're considering ordering from Pixel Burn, I would seriously reconsider. The challenge apparently isn't

Good service friendly staff who went above and beyond to get my order delivered on such short notice very good communication though out the process.

Ordered an anniversary gift for my husband, parcel turned up smashed to pieces! Was asked if I wanted a replacement which I declined and asked for a refund. Was told they would pick up parcel and when it was received I would get my refund? Still waiting on refund but have photo evidence of refund promise and confirmation of parcel being sent back. If you’re going to try to scam people at least cover yourself! Have forwarded dispute to both my bank and fair trading. Biggest scam company around

Had an order cancelled as fraud back in June. Reached out to their customer service and dealt with their ops manager Cody who was assisting me getting it resolved with assurances the order was being processed then ghosted me. I wouldn’t recommend them at all!

Arrived on time exactly as expected. Communication was excellent from staff. Top quality products will be a returning customer. Great work.

Disappointed, did not get my order.
Ordered a laser machine and another attachment and paid mid June . Only payment for attachment went through, but was assured both orders would be sent. After many emails and promises of delivery, complimantary gift certificates and false delivery up dates, nothing has arrived and it’s now late August. Their tracking site even said that delivery was attempted, but no one home and would try next day, that was four weeks ago. And to top it off was told over two weeks ago that what I had paid would be immediately refunded and then invoice on delivery. The funds have yet to appear!
And now there is no reply to my emails or text messages.

The product arrived on time, great work with the engraving.

Sent the wrong product and are not responding to emails or taking action.

When I wrote to them they promised to replace via express post but over two weeks later they are refusing to respond to emails and still have not sent a replacement.

Seems like a scam business, do not be fooled.

N.B. The information provided by the business in the response is inaccurate, further proving my point. No email was received on the 16th, in fact I hadn't even received the original shipment by that date.

I will post back if they at least come good on their promise for resolution

I have tried to order paint twice from Pixel Burn and have not had the order fulfilled. I need the paint to complete some orders for my business and now I am running behind thanks to Pixel Burn's incompetence, failure to communicate and apparent dishonesty.
The first order placed on 25 June was updated on 27 June with the email notification stating "Your order has been packed and a courier collection has been scheduled." I did not receive any tracking information so I checked my order number on their website, to find out that at some point the payment had failed. Despite placing orders with other businesses on the same day with the same payment method and not having any difficulties.

I then repeated my order on 12 July. By 20 July the order was not yet dispatched, so I called and was told someone would call me back. I didn't receive a callback, so I messaged via WhatsApp. I then received an email to say that they had just received replacement stock and that they would upgrade me to startrack premium and give me a $20 gift card for the delay. They said they they had emailed me about the delay on 17 July but I hadn't received an email.

On 22 July I received an update email that the parcel would arrive the next day, and on 23 July I received an update email that the parcel was onboard for delivery. The parcel did not arrive, and when I checked the order on their website it said that the parcel had been rescheduled for delivery as there was nowhere safe to leave it, despite my being home the entire day and not receiving a "we missed you" card in the mailbox.

On 27 July I contacted pixelburn via WhatsApp as there was no delivery date scheduled and the actual tracking number wasn't provided in order for me to chase it down myself. Their virtual assistant said that the item was on track to be delivered on 28 July, but that the tracking number was not available. The virtual assistant told me that someone from Pixel Burn would contact me with the tracking number, and that the order was both dispatched and also refunded due to the delay.
On 28 July I had not received the tracking number. I messaged via WhatsApp and didn't receive a response. I then called and spoke to "Josh" who said that he would chase it up and call me back within half an hour. I mentioned to him that maybe there is an issue with their system as I've not even got any updates in my spam folder and he said he was going to chase it up with IT. It is 31 July and I haven't received a call back or the tracking number. The order did not arrive on 28 July and again no calling card was left in my mailbox.

I then messaged via what's app on 29 July and did not receive an acknowledgement or response.

I texted their provided mobile phone number on 31 July, a support ticket was supposed to have been created but I did not receive an email with my support ticket number over 12 hours later.

I just need to know whether the paint will actually arrive or if I need to order it from elsewhere. It's been a massive waste of time chasing the order up as well as copping flack from my understandably irritated customers who should also have had their orders over a week ago. I don't care about getting my order for free or a gift card, I just need the paint that I ordered - twice - whether pixel burn sends it or I have to try ordering from another business.

I'd not recommend pixel burn to anyone on the basis of my experience to date.

EDIT: less than 24 hours after posting this review I received an email from Marcus, a manager. An AI generated overly apologetic email promising that the parcel was scheduled for delivery on Monday and that he would also personally oversee sending the original order through as well. Nothing arrived on Monday. I still don't have the tracking number.

Excellent communication with swift delivery .

Exactly as I ordered very quick delivery also.

Still waiting for an order that was placed weeks ago. Paid for express post and still not here. Have had very little communication about the whereabouts of the item

Top Service by Pixel Burn. Communication has been great. We love that we are able to receive order status updates each step of the way through out the design and production steps. We will be back for further order.

Top notch very quick and smooth process start to finish.

Customer service from Luke was amazing he helped me pick a gift for my partner he also communicated with the whole time giving updates and very transparent with everything and delivery was super quick and the quality is amazing I’m still in awe of it
Thank you again

Could not recommend them enough! Great company to order from communication was excellent and kept me updated the entire time plus delivery arrived exactly as promised. I honestly couldn’t recommend a better company when it comes to ordering a personalised gift. You can definitely tell they take care in the quality of their work. To the staff member that was dealing with me throughout my order massive shout out thank you for being so kind!