Comment · Sat, February 12, 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 · 1 points
Thanks MYASD for the clarification! I always appreciate the good customer support from ND.
Yea, issuing refund is a lose-lose.
I didn't choose DHL Express during purchase because I knew DHL would likely bone me and charge me insane processing fees at customs. However the seller chose DHL Express, ignoring my initial choice when I placed the order. The specific reason for DHL Express failing was my order contains 4 items, and mildly exceeded 1000 CNY limit to clear the chinese customs as personal items(if it's just 1 item, it's ok if it exceeds the $ limit). Therefore it must be cleared by some other company on my behalf, and requires the seller to provide more documents. DHL won't help me with this. The weird thing is that before my parcel arrived at the final destination Beijing, it has pre-cleared the customs and cleared the customs again in Hong Kong. Yet DHL still wants me to clear the customs in Beijing. Neither their system was lying or I'm actually facing adhoc physical examination. This has happened multiple times before, so I doubt it's the latter case. I wasn't even aware of this $ limit, and neither did the seller.
u/MisterYouAreSoDumb · ND Owner
Yeah, that sounds like a mess. Customs can be such a hassle sometimes. India and China are especially so.