BrightSky Australia / ParaQuad NSW

Every time I call to place an order for my NDIS clients, I am on hold for over an hour. Very poor.

Yes brightsky has had issues and takes a long time for them to answer the phone ill give it to them, they are getting better and i have never had an issue with delivery, they have updated their system, all you need is patience, listen i am in a wheelchair for over 30 years and suffer from multiple sclerosis i have plenty of patience and time so all you out there, brightsky has all my needs and yours too i have been with them for over 15 years, just be thankful they still operate, merry christmass to all put in an order today waited 10 minutes give them a chance they have all in order now more likely better management regards happy client

I found BrightSky's staff to be very informative, efficient and overall, they provided a great service.

I found the whole experience very helpful and respectful.
Thanks BrightSky Australia

Have been forced to deal with this company for 3 years. It is either very good or very bad. They do not believe in answering the phone quickly. In 2022 did not answer for months.

Terribly slow delivery, terrible, unresponsive customer service and dismissmive and uncaring management. The worst supplier I have ever dealt with.

I cannot recommend you enough to go literally anywhere else for your consumables and nutrition products.

Update 3 months later - just as terrible as ever. Claim to have stock and happy to take your money, then call you the next day and tell you they do not have the stock. Multiple products across multiple orders.

After waiting hours on the phone over three days, I finally gave up and looked for another supplier. I found and can recommend ParaQuad Association of Tasmania. Phoned them today to enquire about a product and the phone was answered within 6 rings and I was able to talk to someone who then phoned me back and I was able to order my requirements. The invoice was then emailed to me and the goods are on the way. It was a pleasure doing business with them. I would highly recommend all BrightSky customers having trouble getting through to them on the phone to change suppliers and try ParaQuad Tasmania. Good luck folks in changing suppliers.

Ridiculous waiting time over the phone after more than 1 hour waiting got disconnect.

Called again and same thing after 1 hour.

For some months now, haven't been able to place an order as NDIS orders are by phone only. Just tried again, and was on hold for 30 minutes with no answer.

I have MND and waiting for life saving equipment since 7th November
When are you open to public so my wife can pick up delivery

Long wait time, at least 1.5hours, items not delivered on time or not delivered at all. Prompt with payments though. Raised concern, they said they are short staffed due to increased demands and recruiting more staff.

I want to order my sons pull-ups so I called this morning waited over a hour no pick up then I tried again waiting 2 hours still no pick up. What is happening to this company u guys should hire more staff to pick up phone calls. Some of us can’t stay on the phone all day. I have a autistic son that needs my attention. Please please please guys get this sorted out asap

If you have all day to waste on hold, then do it. This company has no respect for its customers. Calls on hold for over an hour consistently. No alternate way to order. They’re living in the last century.

I am calling and waiting for an hour already but still music. This is customer service quality of Brightsky

一間讓客戶打到他們的客戶服務多達2小時乜沒人接電話的公司。如果有comment說他們提供好服務，這一定是他們自己寫。不能接受這公司的上人敗客戶服務。垃圾公司。

Only one word to describe their service pathetic. I waited for 7hours and 45 minutes waiting for someone to answer my call. Tried multiple times over the last 4 weeks to get entral feeds and have been out of them for the last 3 weeks. Finally talked to someone today only to discover instead of my order of 10 they placed 0 in the quantity. If I could get it elsewhere I would. Blamed the wait time on staff starting at different times and waiting for new staff.

The worst place to shop from for people who are in great need. Terrible order system that doesn't get updated so your order shows some weeks after. They don't inform you if the products you order are in stock. The order never gets dispatched let alone delivered so you have to cancel and ask for a refund for which you have to wait for accounts department to give you a call supposedly in 3 days and doesnt even happen two weeks after. You can only imagine why! So many people send the items back or have to cancel and expect for a refund. Still waiting on their call. Will definitely report them to Fair Trade.

Impossible to get onto anyone regarding orders that were placed 10+ days ago. Considering brightsky stock many important products for people in need, it's a truly sad and disgraceful experience to put them through. I will no longer be using, nor recommending brightsky in the future. Not sure what has happened to this business, but they need to take a good hard look in the mirror.

UPDATE - I have contacted them through Facebook as requested and have not been responded too. It's sad that a negative review gets responded to within a day, and yet emails and phonecalls take weeks.

If I could rate this company 0 stars I would. I have been trying to call them for days (waiting 1+ hours on hold every time) and have emailed them wanting to place an order for nutritional supplements my family needs. They used to be okay but nowadays, absolutely useless. I understand covid has impacted businesses but it’s been nearly 3 years, surely your company would have it’s act together by now, instead of the constant excuse of “low staff, high call volume”. HIRE MORE STAFF THEN?

Worst company ever to deal with.
Been waiting since end of February for a rep to contact me back via numerous emails and calls for over an hour on hold every time only for messages to be taken and told someone from the returns team would call me back. Well ive been calling weekly ever since end if March after those calls were daily and still no one.
Deliveries take at least 4 weeks.
Steer clear and hopefully ndis de register you.

My father is running out of thickener and I placed an order a week ago, credit card was charged immediately, however there's no delivery, no response to my email, no one to pick up the phone, and no one to response my voice mail. What's going on with BrightSky?