Luisa Clarke´s profile

Reviews (1)

Nature Shop

Poor customer service

Arrived promptly - but when I needed to make an exchange due to a faulty sole in the snow boots it went downhill from there. No exchange notice included in package, so I had to type out a letter explaining what I needed to do. Did try multiple times to call all day, but instead received answer machine saying 'you are calling out of office hours' (on a Friday). Emailed, no response. Left a message on the 'contact us now' button on the website, but there was a 'we'd love to chat another time' message there.

Did get a call the following week and told exchange would be made asap. Note explained I needed the boots to go away ... but am still waiting. Just called now, only to be told you are behind on exchanges. They have been sent out, and fingers crossed will arrive the day before I'm due to go away. Here's hoping...

1) More staff at customer service centre
2) Enclose a returns notice in your packaging
3) Read returns notices promptly
4) Take down very irritating 'chat to us now' button on website

21 December 2012

Reply from Nature Shop

Thank you for your review and I'm sorry to hear that you are disappointed with the service.

In keeping with our environmentally friendly policy, we do not send any invoices in the parcel, just a returns slip with the order number. We ask that our customers pop us an email to notify us of any exchanges/returns so that we can process these straight away.

We're sorry also that you couldn't get through on the phone. We have been extremely busy due to the lead up to Christmas. The hold message should have asked you to hold or leave a message as our customer support representatives are currently on other calls, so I'm sorry that you received an out of office message. I have asked our web team to look into this issue so it will not be a problem in the future.

We are always looking for feedback on how to improve our services so thank you for your review.

Nature Shop

Luisa Clarke´s profile

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Luisa Clarke
Berkhamsted, United Kingdom