Review Time
This has been my worst experience. I can't comment on their performance on other platforms, but my experience on their website was terrible. They misled me into thinking that a certain address type was acceptable and then demanded nearly $100 more for shipping, despite guaranteeing a much lower fee on their order page. Their lack of understanding of shipping options and their aggressive tactics are unacceptable. There is no place for businesses that thrive on deception. I advise avoiding them entirely.
The service has been unreliable regarding the delivery of pre-order items. It wouldn't be as frustrating if it were solely due to the manufacturer's delays, but the figures are available elsewhere, and they simply didn't order enough to fulfill their commitments. I was informed that orders are processed on a 'first come, first serve' basis, which means my orders are lower on the list. Although I was directed to use their tracking system, it was ineffective for most orders. After some back and forth, they did cancel an order that was causing issues without a cancellation fee, which I appreciated. While the delays remain a concern, at least they were accommodating in addressing complications.
Ordered from them a while ago and went to take a look at their Padstow warehouse and to do a pickup. They had a wide variety of items there, including a lot of ex-display models. Realised that the item I bought was way too large for me to take back, but since it cost over 200, they were willing to ship it to my address (Which is what I should've asked for in the first place) free of charge. The order arrived, but was missing an accessory pack that was packaged separately by the manufacturer. I contacted them, and they apologised and sent that package, free of charge.
I've been buying from them heaps, their prices are usually quite cheap compared to other local and international stores. However they do get things late sometimes but are legit. I've pre-ordered items from them and so far i've received them when they had their ETAs. Customer service in person is pretty good but if you email them it's quite lengthy takes a couple of days to reply however when a solution is needed they're actually pretty good. 4/5
Had a pre-order that had only a rough date estimate, tried to bundle something else in by contacting them through their support ticket on their website within 24h of them sending an email sending they are preparing to process my email and did not get a reply until I contacted them via messenger. By then, which is about 4 days later it had already been shipped so I missed out on free shipping and getting the other product I wanted as I was told there was nothing they could do. Other than their god awful response time to support requests, there is nothing wrong with ordering here.
Sugo Toys: A Review Highlighting Misleading AdvertisingI purchased the Loona PetBot from Sugotoys in Australia, and I have since discovered that the product does not meet the expectations set by both the manufacturer and the store's advertising. This review highlights the numerous ways in which the advertising was misleading, breaching several Australian consumer protection laws.Misleading and Deceptive ConductUnder Australian Consumer Law (ACL), businesses are prohibited from engaging in conduct that is misleading or deceptive, or that is likely to mislead or deceive. The store in question copied and pasted the manufacturer’s marketing material verbatim, including exaggerated claims about Loona’s capabilities, which are not reflected in the actual product.For instance, the marketing promised advanced voice recognition, seamless navigation, and lifelike emotional expressions. In reality, the voice recognition is highly unreliable, navigation is problematic, and the emotional responses are limited and repetitive. This clear disparity between advertised features and actual performance breaches the ACL’s prohibitions on misleading conduct.False or Misleading RepresentationsSugo Toys also made false or misleading representations regarding the quality, performance, and functionality of the Loona PetBot. Specifically:Voice Recognition: Advertised as highly responsive, but in practice, it is inconsistent and often fails to recognize commands.Navigation: Promoted as smooth and capable of avoiding obstacles, yet Loona frequently bumps into objects and struggles in more complex environments.Auto-Recharging: Marketed as an autonomous feature, but it only works if the robot is kept in a very small area near the charging dock, rendering the feature nearly unusable.These representations are not only misleading but are also in direct violation of Australian laws against false representations regarding a product’s capabilities.Failure to Disclose Material InformationThe advertising also failed to disclose material information that would have influenced my purchasing decision. For example:Manipulated Marketing Videos: The promotional videos were clearly sped up to make Loona appear more lively and responsive than it actually is. This manipulation is a deliberate attempt to mislead consumers about the product’s true nature.Incomplete Features: The marketing did not make it clear that many of the features, such as customisable interactions and updates, are either incomplete or underdeveloped.Under Australian law, failing to disclose such critical information is considered deceptive and misleading.Unconscionable ConductSugo Toys promotion of the Loona PetBot could also be considered unconscionable conduct under the ACL. By linking to the manufacturer’s YouTube video, which further exaggerates Loona’s capabilities, the store acted in a manner that exploited consumers' trust, knowing that the product does not deliver on these promises.Conclusion and Request for RefundGiven the significant discrepancies between the advertised features and the actual performance of the Loona PetBot, I believe that the store has engaged in misleading and deceptive conduct, made false representations, and failed to disclose material information, all of which breach Australian Consumer Law. I am therefore requesting a full refund for the product, as it does not meet the advertised standards and was sold under misleading pretenses.
The online side of sugo could to with a little tweaking, like around end of ordering window for first release items to avoid any confusion, my experience wasn't the best at the start and the was a lack of any way to communicate to someone, altho the site has been updated and since I had not trouble getting all of my issues resolved promptly
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