Customer service appalling

Nigel O'Hara -  www.nigelohara.com
★★★★☆
3.9
73.0% of users recommend this
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Guest's review of Nigel O'Hara - www.nigelohara.com

“Customer service appalling”

★★☆☆☆

written by on 22/02/2013

I ordered 5 items from Nigel O'Hara on 28 December 2012 (one from their ebay shop, the remaining items from their website). 3 of the items were despatched quickly ( 2 despatched next day, 1 just over a week later which given the time of year is understandable) and as it's free postage I can't really complain too much.

I also received a 4th item very promptly, although it wasn't anything that I had ordered and emailing the customer service department provided no response. This was the item I purchased from ebay and so with the assistance of ebay's dispute resolution process I was able to obtain a refund on the 22 January. In compensation, Nigel O'Hara did issue me a generous gift voucher.

The 5th item has as yet not been received. Thankfully I paid using Paypal for this item and so, after the customer service department again declined to respond to my queries, I opened a dispute case via Paypal. Today (nearly 2 months after the initial order was placed!) I have received a message from Paypal telling me that the seller has offered to refund me the cost of the missing item, and that it has been discontinued and so they were unable to supply it.

I understand that items may become discontinued, but what I find difficult is that when they (presumably some time ago?) discovered the item was discontinued, why did they not contact me and promptly arrange a refund of the missing item?

The 3 items out of the 5 that I have received were in perfect condition and were sold at a very good price, however, the lack of communication when anything isn't in stock as expected, and having to resort (twice) to opening a dispute resolution with a third party means that I will certainly think twice before purchasing anything from them in future.

  • 5 items of jewellery - total cost £180

    Goods purchased & cost

  • Customer Service

  • Quality of website

  • Value For Money

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