Unfortunately Nisbets has a bad case of bureaucracy and pettiness and very little understanding of customer experience. That should be evident by all the other reviews here.
After over a week of not getting my order I tried emailing and calling to get my order sorted out. They lied to me about contacting me and then multiple times told me they would call me back and never did. After two days of calling and talking to about 10 different people, I'd had enough. Although some of the people I talked to were pleasant and trying to help, it was obvious that the management of the company hadn't given any of these people the authority to actually resolve my issue. After talking to a 'supervisor' who was the rudest person I talked to there, I canceled my order. If I had seen these reviews, I wouldn't have made one in the first place.
We called Nisbets to ask if they offered a credit facility whereby we could pay for items on DD over a period of time, a HP agreement effectively! They replied that they could. we were offered a credit facility of £700 and bought items to the value of £1300 - we paid the rest up front. I then heard nothing from Nisbets for literally weeks. No invoice, no DD letter, nothing so i called them to chase up when they would be commencing with the DD. They advised that the full outstanding amount would be taken out on 15th july. I advised them that i was told we were allowed to pay the remainder in installments but was told that this wasn't the case! Had not recieved an invoice either.
When i told them that we could not afford this and that we went with their company because the credit facility could be offered, they didn't want to know. Advisors w ignorant, arrogant, rude and insulting.
I made further calls, expecting a call back within '5 minutes' that never happened, leaving me to constantly chase them about this issue. Then got sent a rude solicitors letter demanding payment before the day it was even due!! Rang up to find out why and was advised that they had decided to stop my DD facility as i told them the funds would not be available in full, however they failed to tell me they were stopping it?!? (Penny credit control)
I have now logged a formal complaint to the finiancial services ombudsman as their tactics are seriously questionable... I thought the mis-selling of contracts was now highly illegal regardless of whether you have t's and c's. You put your trust in a company as big as nisbets but it has taught me a valuable lesson, you are better off buying from the little guys...
To add insult to injury, the fridge we bought won't hold temperature. I have called regarding this too and as yet am still awaiting a callback. Still waiting for my invoice and still waiting some sought of human being at Nisbets to speak to me with some courtesy being that they are meant to be providing 'a service'.
If anything goes wrong with equipment that you have purchased through their ebay shop, they really cannot care less, and hide behind the fact the item may have been used.
We had a problem after three months with a commercial Kitchen Aid Mixer, Nisbets did not want to know, in fact they were blatantly rude, which is such a shame as for a very small fee KitchenAid have agreed to repair the item, which they advised is totally out of warranty - Nisbets sold me something that had no warranty as it was so old.
Suggest you look for other suppliers, have had other issues with them over the last year, front end is good, customer service is appalling!
Very bad customer service. We have ordered for the pub a prep counter and we paid extra £120.00 for the item to be deliveried on the 1st floor. When the courier arrived he was by himself and not told he needed to bring the item up. As of course it is humanly impossible for a single person to carry a 150kg item we decided not to sign for this item and return it. It's been almost 3 weeks already and no refund was processed because they still have not received the item back from the courier company. It is unacceptable the customer has to be out of the money paid for a service which was not firstly provided as agreed because of the mess of the courier company. Who can garantee they have not received the item back? On the customer service line they say it is only a process I have to wait but they have no idea when the courier company will deliver back the item. How can we trust a company like Nisbets as they treat customers with such disrespect.
I really want my money back as I have no item and I could also have the service.
I really advice all of you not to purchase a thing from this company.
Jan found this review useful
Refrigerator delivered other company than I was told over the phone two days before.
When the driver arrived, he told us: ‘’you have a refrigerator in a car, you must to take refrigerator yourself by own hands, I have no trolley and I'm alone, I am just driver...’’
This is absolutely unacceptable, refrigerator weighs about 100 kg and we had to remove refrigerator from car by own hands (could become a serious injury)!! And a driver parked the car 30 meters from the restaurant!! When we told to driver that it is not normal, he told us: ‘’it is not my problem, it does Nisbets ...’’ I was shocked!
Another problem was with customer service on the phone. I complained the method of delivery, but I was told that it's my problem! Your ''clever'' an employee told me that I should go buy a trolley and than I can remove refrigeratort from the car!!!!!! Arrogant and stupid answer! I paid my money Nisbets, so Nisbets is responsible for the correct and safe delivery!
I have been a good customer to Nisbets over the years, however it seems the larger this company gets the worse the customer service has become. I have sent back a faulty item within warranty and they will do absolutely nothing about it and trying to say that the fault is through overloading which is just not true. I am now going to a small claims court to try and get some recourse there as the smug customer service representatives take great delight in telling you what they won't do to help you.
Mike found this review useful
We ordered £330 of new linen to be delivered for our cottage which was to be rented out within days. It arrived in filthy bags and when opened was not only creased but covered in dust and stains. We made the mistake of not checking all 40 odd pieces of linen until it was all used because I believed that if goods are faulty they can be returned at anytime. When I complained, after about 6 weeks of delivery, they sent a courier and picked some of the pieces up. When I checked on the progress I was told that the warehouse manager had brushed off the marks and sent the goods back!!!!! They came back even dirtier and had not been folded into a package but scrunched into a bag. That was that, I have called several times, the staff have agreed that this is appalling but they can do nothing.
We ordered £100 worth of stock for our cafe and paid an extra charge to have it delivered on a saturday. The sales staff advised that we could contact Nisbets on the saturday morning and they could contact delivery drivers and advise a time to deliver as we couldn't be onsite til 11.00am. delivery was left outside and we found 2 boxes of smashed crockery which staff opened and cut fingers on. complaint made to customer service team who passed it to another team who couldn't respond or deal with complaint in any satisfactory way. They passed the buck saying that the delivery company were a separate company. We were advised that we would be refunded when broken crockery was collected (although we had to chase this up) and someone would be in touch regarding our complaint. We're waiting to hear outcome.
We put in a huge order with Nisbets (around £900 worth of kitchen equipment) - they delivered around half of the equipment the next day and said the rest would be delivered shortly. The rest of the equipment was delivered over the following WEEKS, around three or four items at a time. After around 5 weeks there was still outstanding items to be delivered, and Nisbets refused to credit us, stating that it was outside the 28 day period whereby this can occur. The fact that we never received the items and were used to the fact that delivery from them was appauling seemed to be of no issue.
I would avoid this company at all costs and will happily warn others against them. We are a charity that deals with unemployment and homelessness, and Nisbets have well and truely screwed us over.
Catering Equipment found this review useful
A Kenwood Major KM020 bought from Nisbets started to make strange noises within two days of purchase and the engine started to turn hot even at the lowest load of 250g. During a phonecall with Kenwood customer services I was advised that this should not be the case and given that I only had had the machine for two days should return it to Nisbets.
I emailed Nisbets to that effect and although I got a 'read email' confirmation no action was taken on their part. I then phoned customer services who said that the machine had to be collected for repair and could not advise how long this might take - they could not send an immediate replacement as all their stock might be faulty. Pointing out that they could check the replacement machine prior to sending it I was informed that this was not possible. Obviously completely unimpressed with their service
Catering Equipment found this review useful
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