MR
Mikaila R
1 reviews | Active since Jan 2020
22 Feb 2021, 14:43
Poor service
I am a bit disappointed in LexisNexis South Africa. I have placed an order and wanted to follow up on its progress so tried calling the main office. Low and behold the main Office was down so tried all the other Offices which were not answered either. Then tried to call the escalation of orders helpline and that too went straight to voicemail. Basically playing a waiting game, because their website does not update with order details. Just really disappointed with the poor service unfortunately as i still have not received much assistance with my very expensive order!
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Replies (2)
LexisNexis South Africa's replyOfficial
23 Feb 2021, 15:15Dear Mikaila R
Thank you for the opportunity to investigate your query and we apologise for the disappointment you have experienced with your order.
Further to your order placed on 16 February and your subsequent email to our customer care team on 18 February requesting feedback, our records show that an email reply was sent on 19 February from Catherine P. of LexisNexis to your Gmail address. This email confirmed that the item had been released for dispatch on 17 February. A tracking number was provided in that email with confirmation that delivery could be expected within 5-7 working days of that date.
Thank you for the opportunity to investigate your query and we apologise for the disappointment you have experienced with your order.
Further to your order placed on 16 February and your subsequent email to our customer care team on 18 February requesting feedback, our records show that an email reply was sent on 19 February from Catherine P. of LexisNexis to your Gmail address. This email confirmed that the item had been released for dispatch on 17 February. A tracking number was provided in that email with confirmation that delivery could be expected within 5-7 working days of that date.
Should you not have received the order within the 5-7 working day time-frame allowed up to Friday, 26 February, kindly email customercare [AT] lexisnexis.co.za
.
LexisNexis is currently working remotely due to the Covid-19 pandemic. We have communicated to customers that the preferred method of communication over this period is via our customer care e-mail above, as well as our live chat feature which can be found on our Corporate Website. However among the telephone numbers you reported having called is our Customer Support number +27 (0) 31 268-3007 / +27 (0) 860 765 432. This remains in operation and we have no recent records logged from your cell number.
We trust that you will soon have your order. Please do not hesitate to contact us with any further queries.
Regards
Neliswa Mncube
GM: Corporate Communications & Brand
LexisNexis is currently working remotely due to the Covid-19 pandemic. We have communicated to customers that the preferred method of communication over this period is via our customer care e-mail above, as well as our live chat feature which can be found on our Corporate Website. However among the telephone numbers you reported having called is our Customer Support number +27 (0) 31 268-3007 / +27 (0) 860 765 432. This remains in operation and we have no recent records logged from your cell number.
We trust that you will soon have your order. Please do not hesitate to contact us with any further queries.
Regards
Neliswa Mncube
GM: Corporate Communications & Brand
LexisNexis South Africa's reply23 Feb 2021, 15:15
Official
Dear Mikaila R
Thank you for the opportunity to investigate your query and we apologise for the disappointment you have experienced with your order.
Further to your order placed on 16 February and your subsequent email to our customer care team on 18 February requesting feedback, our records show that an email reply was sent on 19 February from Catherine P. of LexisNexis to your Gmail address. This email confirmed that the item had been released for dispatch on 17 February. A tracking number was provided in that email with confirmation that delivery could be expected within 5-7 working days of that date.
Thank you for the opportunity to investigate your query and we apologise for the disappointment you have experienced with your order.
Further to your order placed on 16 February and your subsequent email to our customer care team on 18 February requesting feedback, our records show that an email reply was sent on 19 February from Catherine P. of LexisNexis to your Gmail address. This email confirmed that the item had been released for dispatch on 17 February. A tracking number was provided in that email with confirmation that delivery could be expected within 5-7 working days of that date.
Should you not have received the order within the 5-7 working day time-frame allowed up to Friday, 26 February, kindly email customercare [AT] lexisnexis.co.za
.
LexisNexis is currently working remotely due to the Covid-19 pandemic. We have communicated to customers that the preferred method of communication over this period is via our customer care e-mail above, as well as our live chat feature which can be found on our Corporate Website. However among the telephone numbers you reported having called is our Customer Support number +27 (0) 31 268-3007 / +27 (0) 860 765 432. This remains in operation and we have no recent records logged from your cell number.
We trust that you will soon have your order. Please do not hesitate to contact us with any further queries.
Regards
Neliswa Mncube
GM: Corporate Communications & Brand
LexisNexis is currently working remotely due to the Covid-19 pandemic. We have communicated to customers that the preferred method of communication over this period is via our customer care e-mail above, as well as our live chat feature which can be found on our Corporate Website. However among the telephone numbers you reported having called is our Customer Support number +27 (0) 31 268-3007 / +27 (0) 860 765 432. This remains in operation and we have no recent records logged from your cell number.
We trust that you will soon have your order. Please do not hesitate to contact us with any further queries.
Regards
Neliswa Mncube
GM: Corporate Communications & Brand
MR
Mikaila R's updateReviewer Update
23 Feb 2021, 17:53Dear Neliswa @LexisNexis
I hope you are well. Please note that it is not appreciated when a customer is unprofessionally reckoned with online. To bring to your attention: the calls made and hello peter comment posted were subsequent to the email response on 19 February from Catherine P (referenced in your response), as no response was provided post 19 February. I appreciate the aforementioned hello peter response but it seems extremely unprofessional to accuse a customer of crying wolf before you have made sure of your accusation and investigated the timeline of events explained in detail below.
For your records, please view the attached call logs that have been date stamped and made to your customer care centres from my work line 041 5** 19*7. Furthermore, please note that I sent a follow up email to Catherine P requesting further information after the response on 19 February, to which a reply had not been received, hence the calls to the land lines. This lack of response has also been included for your records, in the attached photo.
Furthermore, post your aforementioned response on hello peter, the (0) 31 *** quoted in your response was retried and still came back with an automatic answer that "the number you have dialed does not exist."
I do however, acknowledge that post the lack of response via telephone and email on 19 February a further email was sent and good service received from Ms S Pooran. Since then my order has been received.
I hope you are well. Please note that it is not appreciated when a customer is unprofessionally reckoned with online. To bring to your attention: the calls made and hello peter comment posted were subsequent to the email response on 19 February from Catherine P (referenced in your response), as no response was provided post 19 February. I appreciate the aforementioned hello peter response but it seems extremely unprofessional to accuse a customer of crying wolf before you have made sure of your accusation and investigated the timeline of events explained in detail below.
For your records, please view the attached call logs that have been date stamped and made to your customer care centres from my work line 041 5** 19*7. Furthermore, please note that I sent a follow up email to Catherine P requesting further information after the response on 19 February, to which a reply had not been received, hence the calls to the land lines. This lack of response has also been included for your records, in the attached photo.
Furthermore, post your aforementioned response on hello peter, the (0) 31 *** quoted in your response was retried and still came back with an automatic answer that "the number you have dialed does not exist."
I do however, acknowledge that post the lack of response via telephone and email on 19 February a further email was sent and good service received from Ms S Pooran. Since then my order has been received.
MR
Mikaila R's update23 Feb 2021, 17:53
Reviewer Update
Dear Neliswa @LexisNexis
I hope you are well. Please note that it is not appreciated when a customer is unprofessionally reckoned with online. To bring to your attention: the calls made and hello peter comment posted were subsequent to the email response on 19 February from Catherine P (referenced in your response), as no response was provided post 19 February. I appreciate the aforementioned hello peter response but it seems extremely unprofessional to accuse a customer of crying wolf before you have made sure of your accusation and investigated the timeline of events explained in detail below.
For your records, please view the attached call logs that have been date stamped and made to your customer care centres from my work line 041 5** 19*7. Furthermore, please note that I sent a follow up email to Catherine P requesting further information after the response on 19 February, to which a reply had not been received, hence the calls to the land lines. This lack of response has also been included for your records, in the attached photo.
Furthermore, post your aforementioned response on hello peter, the (0) 31 *** quoted in your response was retried and still came back with an automatic answer that "the number you have dialed does not exist."
I do however, acknowledge that post the lack of response via telephone and email on 19 February a further email was sent and good service received from Ms S Pooran. Since then my order has been received.
I hope you are well. Please note that it is not appreciated when a customer is unprofessionally reckoned with online. To bring to your attention: the calls made and hello peter comment posted were subsequent to the email response on 19 February from Catherine P (referenced in your response), as no response was provided post 19 February. I appreciate the aforementioned hello peter response but it seems extremely unprofessional to accuse a customer of crying wolf before you have made sure of your accusation and investigated the timeline of events explained in detail below.
For your records, please view the attached call logs that have been date stamped and made to your customer care centres from my work line 041 5** 19*7. Furthermore, please note that I sent a follow up email to Catherine P requesting further information after the response on 19 February, to which a reply had not been received, hence the calls to the land lines. This lack of response has also been included for your records, in the attached photo.
Furthermore, post your aforementioned response on hello peter, the (0) 31 *** quoted in your response was retried and still came back with an automatic answer that "the number you have dialed does not exist."
I do however, acknowledge that post the lack of response via telephone and email on 19 February a further email was sent and good service received from Ms S Pooran. Since then my order has been received.