Comment · Thu, February 10, 2022 · ND Owner
Very dissatisfied with ND's reship policy
Original post in this thread
Mental-Ad-40 · 39 points
EDIT: This was resolved to more than my satisfaction really quickly. The main problem wasn't their policy, it was miscommunication with the support staff.
I made a big order on Black Friday, which got held up in customs due to ND not including an invoice. It's now on the way back to ND. The package includes several racetams that are now sold out, so I naturally asked ND to re-send my package when they get it back.
However, support tells me that they won't re-send it, because "customer support does not handle returned items as they are assessed by quality control". They instead ask me to re-order, which leaves me without the racetams. I think that's really lazy - I made a good faith purchase which they can still fulfill, but they won't bother. Instead, I guess they are going to re-sell the single racetam powders to one other customer?
To add insult to injury, I planned carefully to get the 20% discount on Black Friday, and now they are offering me as "compensation" a 10% coupon so that I can buy back what I already bought, this time at a higher price. It's literally a negative compensation for having to wait 4 months for my products due to a mistake on ND's side.
What they were answering
Mental-Ad-40 · 5 points
I apologize, but I think you have me confused with another person. My order number is #1388941, and the subject of the support request is "November order hasn't arrived".
It would indeed be very rude of me to make that post if my situation was as you describe :)
u/MisterYouAreSoDumb · ND Owner
Okay, this makes a lot more sense looking at the real case. You were dealing with Christie on my team. She should have escalated this a long time ago. I apologize for that. Looks like we are going to have to have a discussion with both Rachael and Christie tomorrow...
It looks like Christie already refunded you. She did that unilaterally. Management has not been involved in this situation yet. That is NOT the normal course of operations. When an issue like this happens, the customer support representative is supposed to escalate it to their manager, who would then get higher level management involved if needed. That did not happen here. Christie decided to handle this whole thing unilaterally. She also was not listening to what you were requesting, which is clearly frustrating. Again, I am sorry it was handled like this and not escalated as they are trained to do.
So the hard part now is that she already refunded the order. I can definitely get you a code to give you the same % off, but we are out of stock on the racetams. Also, as you probably read in my initial (now removed) response, Norwegian customs has been acting more strict lately with some items. I am not sure we would even want to include those items in your order even if we had them in stock, as we might be risking them seizing and destroying the whole package. Norwegian customs has been a bit unreasonable as of late. I would hate to make you wait all this time, then have them seize and destroy everything anyway. We are pretty powerless when they decide to be strict.
So I will definitely get you taken care of. Just let me know what you would prefer. The situation is complicated because of the refund and us being out of stock on a few things you ordered, along with the fact that those things are causing some orders to Norway to get destroyed.