I found them rude and not very helpful..
Very rude on the phone and on email, i was missing items and I had no response on email, so I made a call and I got shut down with them telling me the item is out of stock and that they had emailed me at 8am but I had not received any email and made them aware on the phone, I did not receive any email apology or anything, just them repeating that they had sent the email. I still have not received an email. Not good customer service at all. Only thing I would say is that the order came quite quickly but it said next day on the website but I got told on email that for my items it wouldn’t be, it says next day on the website. I had a missing item that was out of stock which is totally fine, but the other item I ordered nothing was described on there so I just assumed it wasn’t put in or maybe it was misplaced? Hope that this isn’t something that happens again, I’m not really considering ordering again.
Réponse : NSI UK LTD
Hi Amelia,
Thank you for sharing your feedback. I am sorry to hear that your recent experience left you feeling disappointed, this isn’t how we want our customers to feel.
I have looked into this and I can see we did receive two emails from you which were out of our working hours, we do aim to respond to emails within 24-48 hours but our offices are only open until 1pm on Friday and we’re closed over the weekend.
Any communications we receive are worked through in the order we receive them and I can see an email reply was sent at 8:47am on Monday morning to advise that items were out of stock. I’m sorry it did not reach you and I completely understand how frustrating that must be.
The information regarding the out of stock items should have been included on your packing list within your parcel and I have already spoken to our warehouse team to ensure this step is not missed in future. I apologise for the confusion this has caused.
In terms of delivery, the kit order form states a dispatch time of 3–7 working days and this is also mentioned in the description of the kit on our website as college kits are a bespoke item. Our parcels are sent on a next working day delivery service which means they arrive the day after they have been dispatched. While your parcel was sent using this service, I appreciate that this may not have been as clear as it should have been and we will review the wording to avoid any future misunderstandings.
Although the situation was handled in line with our processes, I regret that it was not communicated as clearly as it should have been.
Please be assured that your feedback has been taken on board, and steps have already been put in place to prevent this happening again.
We truly value your custom and hope we may have the chance to provide you with a much smoother experience in the future.
Kind regards
Nicola
