Comment · Fri, February 11, 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
Nemesis_Ra_Algoras · 2 points
In a hypothetical case, if a shipment is returned to ND by the courier for reasons that are not the customer's fault(courier fucked up), should ND:
(1) automatically reship, or <--- base on the info in this thread I guess this would be the case.
(2) refund the customer and ask the customer to re-order?
~~~
I'm having the same issue as OP, but with a different vendor(NOT ND) atm, 2.5 months later I'm still waiting for my Black Friday order.
The courier fucked up for unknown reasons, they automatically returned the parcel to the sender. Instead of reshipping, the seller refunded me and asked me to re-order before I answered. I did, which caused me to lose 2x4 = 8% in Paypal currency conversion fees (4% for refund, 4% for re-order).
Then the courier fucked up again (DHL express), now seller is trying to refund and let me re-order the same thing, which will be another 8% loss for me.
Does that sound fair? It's not related to ND but I'm curious how ND would handle it. I guess I should escalate my issue to their manager.
u/MisterYouAreSoDumb · ND Owner
We would personally just reship you the order, as long as we thought the order would get to you through customs. If we thought something in the order might not get through, we would remove that item, credit your account for the cost, then reship without that item.
In your specific case, since it was just a courier issue, we would just reship it to you. We would have to pay for the shipping again, but we would try to get the cost back from DHL because they screwed up. Refunds also cost us money. It's $5 every time we issue a refund, and we don't get the processing fee back. So it is between $6 and $7 to refund a customer's order. Then if you place the order again, we have to pay the processing attempt fees again to the card processor. If you are going to just order the same thing again, there is no reason to refund it. Just process a reship and make it easy on both the customer and us. This is especially true if you are getting charged currency conversion fees each time as well. Then both you and the vendor are being nickel and dimed by the banks/card processor. No reason for that. It sounds like the vendor you bought from is not looking at the whole picture clearly.