My Experience with Nesbits
My Experience with Nesbits
We received a generous donation from charity for table and chair sets, prompting me to browse Nesbits website for furniture suitable for our café, which is dedicated to supporting individuals with autism in their transition into the workforce. Unfortunately, I found the website lacking in information, which necessitated a phone call for further assistance.
During the call, we were informed that the furniture would arrive fully assembled. After receiving a delivery date and time, we removed all the old tables and chairs from the café, necessitating a temporary closure.
On the scheduled delivery day, we did not receive any communication from Nesbits or the delivery service. Upon contacting Nesbits customer care, I learned that our order had been placed on hold for no apparent reason. This oversight resulted in a loss of a day's revenue, despite the payment having already been made.
Nesbits assured us that we would receive our order the following day, which meant another day of lost income. As a Community Interest Company (CIC), two days without revenue had a significant impact on our operations.
On the delivery day, only one individual arrived in a small delivery van, despite our order consisting of ten tables and twenty chairs. Upon opening the doors, I was met with a disorganized array of boxes strewn throughout the van. The delivery person appeared frustrated, indicating that this was typically a two-person job.
As I peered into the van, I was taken aback by the chaotic scene, and I remarked that the items should have been assembled prior to delivery. He responded that this is how they are supplied, leaving us with the responsibility of assembling everything ourselves. Consequently, we experienced another day of lost revenue due to missing screws and misaligned pieces, resulting in a frustrating situation.
The complaint process often entails extended hours on the phone as we seek compensation for our lost earnings.
We received a total of £210, of which £10 was allocated for the loss of screws that cost us £12. Consequently, we incurred a loss of £408.
We created a shopping list on the Nesbits site to order new teapots using the vouchers. However, the vouchers were not processing correctly. After contacting customer service once again, I learned that only one voucher can be used at a time for online purchases. As a result, the order had to be placed over the phone.
The order has arrived, and the team is excited to use the new teapots. However, when a team member filled one of the teapots with hot water, the bottom disintegrated, resulting in a burn on their hand. It is important to note that this individual is on the autism spectrum and is currently developing skills in the café.
On the same day that I submitted a complaint to Nesbits, a handle from another teapot detached; however, there was no incident to report as the issue was identified prior to lifting the teapot.
The complaints have resurfaced. I submitted a photo of the teapots and the associated issues to the representative, who requested the return of the teapots for further evaluation.
The Warehouse Team conducted an investigation and concluded that, although it was challenging to ascertain the exact cause of the damage, the teapots appeared to have small hairline fractures. They suspect that these fractures may have resulted from transportation, either from the manufacturer to our facility or from our facility to you. (so the teapots are faulty.
I was subsequently presented with a replacement for the teapots, which I accepted. The email indicated that we would discuss compensation or a voucher for the distress caused by the individual involved. However, I find this offer to be rather insulting in light of the circumstances.
With regards to the voucher, would £20 be a suitable amount for you? Although we understand that this has caused harm and inconvenience to you / your team, this however, does not mean that we take responsibility for the injury sustained. As discovered, it seems it may be due to hairline fractures obtained during transit, rather than a product fault.
I’m very disappointed with Nisbets due to ongoing issues since ordering table chairs, donated by a reputable company, and I want to provide feedback. I find your offer unsatisfactory and would like clarification on its justification. This situation has caused distress, particularly for a team member with autism. I plan to leave a detailed review on Trustpilot and share my experience on social media. Additionally, I have consulted an advisor from Café Track for guidance moving forward.
Sharon Measures (Manager)
