Dommage que je puisse pas mettre 0
Dommage que je puisse pas mettre 0.
Commande passée le 7 mars pour un amortisseur de la même marque, 50€ et 25€ de port quand même.
Le transport est beaucoup moins cher chez AliExpress par exemple, sachant que ça vient du même endroit
Pris en charge le 23 mars par DPD qui renvoie sur un numéro de tracking CHRONOPOST.
Le marchand annonce une livraison entre 10 et 20 jours, c’est plus une fourchette mais un râteau comme dirait un certain humoriste.
Donc mon article est en transit depuis le 23 mars au fin fond de la Chine.
Première relance le 29 mars : ils ne retrouvent pas commande et demande de préciser.
Je précise et maintenant ils ne trouvent pas mon numéro de tracking qui est dispo depuis le 23 mars !!
Je ré-précise et là ils me répondent en s’excusant que l’article n’est pas dispo et qu’il va falloir attendre encore 25 jours.
Tous ses échanges se font en anglais par contre l’argent est universel, ils n’ont pas oublié de me débiter 75€.
Au final, je l’aurai peut-être un jour, j’ai pris chez eux car j’avais pas le choix ailleurs.
Heureusement que j’ai pas commandé une trottinette à plusieurs centaines d’euros.
Réponse : Nanrobot
Thank you for taking the time to share your detailed feedback, and we sincerely apologize for the immense frustration, inconvenience, and uncertainty this entire order experience has caused you.
First and foremost, we want to formally correct the critical misinformation you received: your ordered shock absorber was never out of stock. The false notification of a stock shortage and an additional 25-day wait was entirely caused by a mistake from our newly onboarded customer service staff, who was not fully trained on the order and logistics query system for our European site, leading to this serious and unnecessary misunderstanding. We have immediately addressed this gap in our team training to prevent similar issues from recurring, and we unreservedly apologize for the significant stress this false information caused you.
We have fully verified every detail of your order, which was placed on March 7th for the brand-specific shock absorber, with a total charge of 75€ . Your order was shipped from our factory on March 13th, immediately after we processed your payment.
Once the goods are handed over to the freight forwarder, the subsequent international transit, customs clearance procedures, and final delivery coordination with local carriers fall outside of our direct control. Our stated delivery window for this European route is 10-20 days, and minor, occasional delays can occur due to unforeseen factors such as customs inspections or international logistics adjustments. At this time, your shock absorber is fully within the normal delivery timeframe, and the shipment is progressing as scheduled through the standard delivery process.
We also deeply apologize for the unprofessional support you received when you first reached out to us on March 29th. It is completely unacceptable that our team failed to locate your order and your valid, active tracking number, and we are retraining our entire frontline support team on European order management to fix this systemic gap. We hear and understand your frustration regarding our shipping fees, and we are actively reviewing our European shipping pricing structure with your feedback in mind.
As the Trustpilot platform does not allow us to share or request your personal order details via public replies to protect your privacy, please contact our dedicated senior support team directly at support@nanrobot.com at your earliest convenience. Our team is standing by to prioritize your case, provide you with real-time, detailed tracking updates for your shipment, and address any further questions or concerns you may have immediately.
We truly appreciate you bringing these critical issues to our attention, as this is essential for us to improve our processes and service for all our customers. We are fully committed to making this right for you, and we await your message to resolve this without further delay.
Best regards,
GuLee
Nanrobot Customer Support Team
