Torpedo7 Reviews 360

Torpedo7 used to be great, I have had some excellent experiences with their customer services a long time ago, e.g. price matching and honouring sales prices after the fact. They also used to stock some great gear at great prices.

I had high hopes for the new management to continue this trusted brand but at the moment they are making major cut backs and one such cutback seems to be to their after sales customer support. I notice many other people provide the same reviews that it is difficult to get in touch with Torpedo7.

I'd be very reluctant to purchase anything from them now and warn others to consider if they are likely to need refund/warranty/ other after sales support, to be cautious too...

Offer great deals they do not honor. Don’t allow you to complete. Think they are scammers.

Bought a tent had missing poles and a broken pole. This could of been easily resolved but the customer care is atrocious. No one answers the call center. They leave you ringing for a hour then hang up on you. I tried this multiple times. It toom them nearly six weeks to reply to a email. I ended up having to go to the store to get help. I used up my time as in hours , my gas and even though they refunded there was no compensation for all the muck around

Ordered fitness equipment online and the box was damaged in transit resulting in missing items. Not necessarily Torpedo 7's fault, but trying to get hold of them to arrange a replacement has been impossible. They just don't answer their 0800 customer service number and I'm still waiting for an email response to resolve this nearly a week after contacting them via their customer care email. Expected better from a 'big' retail company like this. Buyer beware!

Disappointing shop service in Napier. I tried to purchase a longboard online during sale. Website said not available in Napier. I went to shop next day and they had 2 intstock but because the sale finished at midnight they would not sale me at previous day price. I contacted customer services and got the same answer. I've been a customer for years so very disappointing. When I was in the store there was only 4 people there, me the manager a sales assistant and only 1 other customer and they did not take a sale. I went to Backdoor Napier got great service and more than happy to take my money. Not how to look after your customers. Have not heard back from. Them so here is my review.

Terrible Customer Service No Help at All I expected better service from a well them, but after this experience, I won’t be shopping here again

Absolutely terrible. Ordered a click n collect 12 person tent on 7th Jan, numerous calls, emails, to the customer service team and it turned up just under a month later and only after I requested a refund.
First camp with the tent, not fit for purpose.
Very cheap stitching job, zips not stitched-in at the end so they run off and become useless. Some zips are unable to be closed due to poor stitching. One peg tag just fell off when we were packing up. One of the main structural poles bent and has a large kink in it with another also looking like it’s slightly bent. All of this with great weather and no wind. Tent is too cheaply made to last even 1 season.

Bought a mtb tyre. They took so long to ship it that I had to call to get them to change the address.

Failed to update it and sent to original address.

Tyre turned up with a hole in it. Emailed customer service about that. Never got a response.

It's like they've given up on trying to provide any level of customer support. Will not shop here again.

We purchased 2 inflatable paddle boards. One of the boards side seems pulled apart after very little use and they were not cheap boards at $1200 each
Customer service never answer their phones even after hours on hold. Emailed and no response was received.
Eventually went into the store and after 3 weeks they tell us no replacement or repair would be done. Thanks for your money, see ya!
We will never use this company again and I'm surprised they can stay in business.

Bought a faulty tent that leaks. Have emailed multiple times and called the customer support line numerous times. I’ve spent over 3 hours on hold and no one answers the phone. Have heard nothing in a month. Absolutely appalling customer service.

DO NOT TRADE WITH Torpedo7 Bought a rowing machine in May 2024 seat broke after 16 uses. New seat provided which broke about 6 weeks later. The wheels appear to be defective as they show heat damage. Customer Care team in particalur Michaela unresponsive, asked to speak with manager twice no callback. A rep was sent in November didnt have the parts contradicted what Michalea had advised. No response since and I have been without a rowing machine since Sept24(Jan25 as at review) About to lodge a claim with the Disputes Tribual company details are here: T7 RETAIL LIMITED (9085712)

Brought two kayaks on line both damaged one has split on hull and is completely unusable. Been trying to get a response regarding their return for 4 weeks. Don’t ring the helpline they don’t answer. Should have read the reviews before purchasing. Only give 1 star because I have to will never purchase anything on line from them again

I’m extremely disappointed with Torpedo7. Waiting three weeks for an item to be delivered is completely unacceptable. To make matters worse, they charge $15 for delivery, which is what I’d expect to pay for overnight shipping, not for a painfully slow service. Even more baffling is that they charge $15 for click-and-collect! How does that even make sense?

Their customer service is just as poor. I had the misfortune of speaking to someone on their 0800 number who sounded far too young and inexperienced to handle complaints effectively. It felt like they had no proper training and no interest in resolving the issue.

Since the Tahua Partners acquisition, this business has gone downhill rapidly. I used to be a loyal customer, but this experience has left me questioning whether I’ll shop with them again. They need to seriously rethink their delivery times, fees, and customer service standards if they want to retain customers.

Absolutely the worse, do not use click & collect, check if store has stock. If ordering online expect a two week delay. You try & shop local but shipping from china would be faster, how is torpedo7 still in business?

This company is just ridiculous!
Order dies nit arrive, no answers to our emails or phone calls!
DO NEVER BUY ANYTHING OF THEM!

Customer service is very poor. I won some vouchers on the 21st November. After following up with NZ post, it appears nz post have lost them and said torpedo7 must claim through their insurance and reissue them. I have been emailing Torpedo 7 since mid December asking if they can cancel the vouchers and reissue them....4 emails to them and not one response. The excitement of the win has been deflated. Really hung out and didn't buy some Christmas presents once I knew I had vouchers coming, needless to say it became very stressful a couple of days out from Christmas and I hadn't got 2 grandchildren presents. Very disappointing

Do not order anything from Torpedo 7. Unless you can visit a store and pick the item up with your own hands.

Three times this year I've had terrible experience with T7. 1st time, ordered an item from the website. 3 months and multiple emails later, I find out they never had the item in stock in the 1st place. That's when I decided I'd only go in store to buy.

2nd time, they had some MTB shoes on sale, checked stock levels and Albany showed plenty of stock. Tired ringing first but no answer. Went to store and no stock, ended up buying another pair full price as I needed in a hurry.

3rd time. Purchased a Trek Marlin bike 8th December for sons xmas present. Once again the website showed phatom stock in store. Staff member in store assured me the bike would arrive within 3 days, so against my better judgement I went ahead with the sale. Multiple unanswered calls to the store to follow up (do they ever answer the phone?) We went in to find out what's going on. Girl we delt with was very apologetic and helpful, but said she couldn't guarantee we would get it before xmas (we did appreciate her honesty), she did also offer free accessories and further discount if we did want to wait. But given its an xmas present and going MTBing at xmas, we really needed the bike. Had to go for a refund and frantically ring around Evo stores to source the bike from them. Ended up costing more (T7 had it on sale but no use if you can't actually get it).

Torpedo 7 used to be good and purchased many things over the years. But if they carry on like they have this year, I can't see how they will be in business much longer. I will never shop from them again.

If I could give this company negative stars I would! Bought Christmas presents in the black friday sale, finally were shipped on the 16th Dec and as of the 20th Dec the track and trace has an estimate of 6th January. Useless!

Non-existent (literally) customer service. I actually don't think they have any staff in customer service. Filled out a web form with a product enquiry (misleading headline for online product) and no reply. So tried to phone 0800 number. 1 hour on hold and then disconnected. Perhaps Torpedo 7 is about to go under? I certainly wouldn't buy anything of any worth there in case I needed support, which I now know I won't get...

No communication for customer service over a month