Nest.co.uk Opiniões 181

Resposta da Nest.co.uk

3/08/2021

Hi Dee,

It’s really great to hear your comments, thanks for taking the time to leave us a review!

If you need any assistance in the future, our team are always happy to help.

Team Nest

Resposta da Nest.co.uk

13/07/2021

Hi Gina,

It’s wonderful to hear your comments! We’re so pleased that Ashlee could help with your enquiries, the team are always on hand if you need any more assistance in the future.

Thank you and have a great day!
Team Nest

Resposta da Nest.co.uk

12/07/2021

Hi Vincent,

Thanks so much for taking the time to share your comments with us, your kind words are greatly appreciated!

We’re very glad to hear your order arrived safe and sound and we really hope your new lights from Atelier Areti look great in their new home.

We’ve passed your lovely comments back to Ashlee and Jake who will be delighted to hear your feedback. Please don’t hesitate to contact us again in the future if you need any help or advice.

We hope you have a lovely day.

Team Nest

Resposta da Nest.co.uk

2/07/2021

Hi Andrew,

Thanks for taking the time to leave us a review. We’re delighted to hear you had a great experience ordering at Nest.

We hope you love your new lights and bathroom accessories and please don’t hesitate to contact us for any queries in the future!

Thanks again,

Team Nest

Resposta da Nest.co.uk

2/07/2021

Hi Dave,

Thanks so much for your review. We’ve passed your comments back to the team, who were delighted to hear such positive feedback!

We hope you enjoy your new items and we can’t wait to welcome you back to shop again with us soon.

Team Nest

Resposta da Nest.co.uk

17/05/2021

Hi Alison,

Thanks so much for your kind words. We pride ourselves on our customer service so our team will be delighted to hear your feedback.

We’re so happy to hear you had a great experience with us and that you received your order so quickly. We look forward to welcoming you back to Nest again very soon!

Team Nest

Resposta da Nest.co.uk

Actualizada a 17/05/2021

Hi Helen,

Thanks so much for taking the time to leave us a review. We’re delighted to hear you had a great experience with us, and that you received your order so quickly.

Our team pride itself on being approachable and helpful in all circumstances, so they will be delighted to hear your feedback. We can’t wait to welcome you back again soon!

Team Nest

Resposta da Nest.co.uk

17/03/2021

Hi Muzafar,

Thank you for taking the time to leave us a review, we really appreciate it! We’re so glad to hear you had a great customer support experience - as we pride ourselves on offering an exceptional customer experience, this is music to our ears.

We look forward to assisting you on your next journey with us!

Team Nest

Resposta da Nest.co.uk

24/02/2021

Thank you for your feedback, whether good or bad, it is very valuable to us so we can celebrate the wins and make improvements where necessary.

I am sorry you are unhappy with our delivery charges.
To respond to your frustrations, we are a small independent business and unfortunately, we’re unable to fund free delivery. We work hard to ensure our delivery partners offer the best service for our customers and treat our products and customer orders with due care and diligence. We understand that you may find other businesses offering free delivery however we aren’t privy to their business models and margins, to understand how they are funding this and therefore we cannot comment on what other businesses do.

We have looked back through today’s chat history and we can see that your initial query was responded to within 2 minutes which is well within our 24 hours promise.

We note that almost all of your reviews on Trustpilot are of a negative nature and we’re sorry you have decided to include Nest in this list. Unfortunately, no matter how hard we try we will not be able to please all customers / potential customers.

We wish you all the best during this testing and challenging time.
Take care and stay safe.
Team Nest

Resposta da Nest.co.uk

22/02/2021

Thank you for your feedback, whether good or bad, it is very valuable to us so we can celebrate the wins and make improvements where necessary.

I am extremely sorry to hear you feel our service has been unacceptable.

The new procedures put in place for Brexit and the restrictions that are in place for COVID-19 safety come with their challenges and are causing delays to production and shipping, whilst we do our best to minimise the impact, I’m afraid in most cases, this is beyond our control.

You mention that you feel the contact we’ve made with you felt like we were ‘fobbing you off’, without knowing any more details it is hard for us to investigate this matter further and check your contact history. We understand it is frustrating to hear that your order has encountered delays. We always strive to be polite, courteous and deliver order updates with the utmost respect.
If you wish to share further information with us so we can investigate your case in full please send your full name and order number to info@nest.co.uk.

Take care, stay safe and all the very best, Team Nest.

Resposta da Nest.co.uk

Actualizada a 22/02/2021

Thank you for your feedback. Your feedback, whether good or bad, is very valuable to us as this allows us to celebrate the wins and make improvements where necessary.

I am extremely sorry to hear you feel our tone was rude. As the Customer Experience Manager here at Nest, this saddens me as we pride ourselves on the excellent customer service we provide to all our customers. Rest assured, I am investigating this internally.

To provide a response to your frustrations, the stock information shown on our website is live and will auto-update as items are purchased and stock is no longer available. It may be that as you made your purchase, another customer was doing so at the same time and unfortunately managed to secure the last remaining one before yourself for which we can only apologise.

The new procedures put in place for Brexit and the restrictions that are in place for COVID-19 safety come with their own challenges and are causing delays to production and during the shipping process, whilst we do our best to minimise the impact, I’m afraid in most cases, this is beyond our control.

We hope that this experience will not prevent you from shopping with Nest again in the future.

Resposta da Nest.co.uk

Actualizada a 31/08/2021

Dear Pasquale,

It saddens us to see you have downgraded your experience rating.

We pride ourselves on the excellent customer service we offer and so are extremely disappointed to see you have rated your experience with 1-star only.
The circumstances are unfortunate, I can only apologise that we cannot assist you further on this occasion.

Due to the reasonable length of time the product has been in use, this must be dealt with under the manufacturer's warranty. I understand it is disappointing that this is not covered but for the reasons we have discussed previously, I hope you can understand why we cannot provide a better response.

You as our customer are our top priority, we will always do all we can to help. I have looked back over all email threads and am not able to see the condescending tones to which you refer. I feel our emails have been misinterpreted, for which I apologise.

It’s a shame to hear that you do not wish to continue working with us to resolve this issue but I do understand your reasons.

If you have any questions or would like to discuss this further, please feel free to contact us.

Kind regards,

Nest

Resposta da Nest.co.uk

17/12/2020

Hi Cari S, thank you for sharing your feedback with us. We’re so sorry your experience didn’t match your expectations of us.

I am very disappointed to hear that your lamp arrived with an EU plug. This should not have been the case and I apologise unreservedly. We are reviewing our procedures to ensure that this does not happen again.

The item you purchased was from our outlet store whereby all items are stock items sold at a reduced price for various reasons, ie. the item is discontinued, ex-display, etc. We can only supply the number we have in stock at the reduced rate. Unfortunately, as all discounted stock had been sold, we could not replace the item for you in this instance. A full refund was provided as a result.

Once again, thank you for your feedback and we’re very sorry you had such a frustrating experience. I hope you may reconsider shopping with us again in the future.

Resposta da Nest.co.uk

9/12/2020

Thanks for getting in touch.

Your kind words are greatly appreciated! Thank you so much for taking the time to share your comments with us.

November and December are especially busy months in retail and our Warehouse Team are currently working hard picking and packing larger quantities of orders than usual. It’s great to hear that despite this, your items have been received promptly and in perfect condition. Customer experience and satisfaction is of the highest priority for us, and your review reaffirms the hard work we put in every day.

We’ve passed on your comments to our Warehouse Team who will be delighted to hear your feedback.

We hope you’ll shop with us again in the future!

Team Nest

Resposta da Nest.co.uk

24/09/2020

Thank you for getting in touch.

Your feedback, whether good or bad, is very valuable to us as this allows us to celebrate the wins and make improvements where necessary.

I am very sorry to hear that the delivery of your order was not as pleasant as we strive for, I can only apologise that this was the case. Tine, who is looking after you, has raised your feedback with Furdeco and a response will be provided to you following investigation.

In regards to the service provided by Nest and Tine, I am so pleased that this has lived up to, if not exceeded your expectations. Your kind words are wonderful to hear and we will continue to provide you with excellent customer service.

You are a pleasure to work with and we do hope that the delivery issues will not prevent you from shopping with Nest again in the future.

Thank you,

Sarah Lee
Customer Experience Manager
nest.co.uk

Resposta da Nest.co.uk

27/07/2020

Thank you for taking the time to provide a review.

Here at Nest, we welcome and appreciate all feedback, good and bad. This allows us to see what we are doing great and also allows us to see where improvements are needed.

We are very sorry that you have received poor service and a below expectation experience. Your feedback has been provided to our Logistics Team and Delivery Partner, we are working to resolve this for you as quickly as possible.

Our Customer Experience Manager will be in contact with you directly by email to provide further information at the earliest opportunity.

Resposta da Nest.co.uk

29/01/2020

Hi Ollie,

Thank you for getting in touch.

We are so sorry to hear you had issues with your order at nest.co.uk.

We understand there have been several disappointing moments for you through your order process and would just like to let you know that we take customer feedback very seriously, and we are always striving to improve our services. We welcome any additional feedback you may have.

To acknowledge the points which you have raised, sale discounts/promotional offers will run for a set period of time. For goods purchased outside of these dates, unfortunately, these offers would not be valid. It’s great to hear that on this occasion we were able to assist you further with the price of your new order.

Available offers and their validity dates can be found on our offers and promotions page, please see the below link:

https://www.nest.co.uk/offers-and-promotions

The defects to which you refer on the furniture you received, the manufacturer confirmed to be manufacturing/moulding markings which sometimes are visible, however, this is not unusual. We will do all we can to help however as this was a normal aspect of the production of the chair, it proved difficult for us to supply you with new chairs that did not hold the same markings. The severity of these markings will vary per batch produced, we feel this is why you were able to source these elsewhere without the same markings you had seen on those supplied by us.

It's great to hear that you managed to source the chairs you love, without these markings in the end.

We do hope that this experience will not prevent you from shopping with us again in the future, we would love to have the chance to restore your faith in us.

Please do not hesitate to contact us if we can be of any further assistance.

Kindest regards,

Team Nest