Nickay Production

Extremely frustrating experience with Nickay Productions.

Extremely frustrating experience with Nickay Productions. Our graduation photos were made available for selection approximately six weeks after graduation. I then placed and paid for my order around the beginning of July. According to Nickay Productions’ own terms and conditions, image processing takes approximately 5–8 working days from the date an online order is placed. It has now been over a month since I paid for my order. So naturally, I am beginning to wonder what exactly the 5–8 working days were referring to. When I followed up regarding the delay, clients received an automated message essentially asking us not to keep emailing because enquiries take the team away from processing photos. Which would be a perfectly reasonable request if the photos were actually being processed within the timeframe promised. The latest communication was particularly interesting. After already waiting over a three months for an order, we received an automated message thanking us for our patience while informing us that the team would be taking an extended break and would attend to enquiries upon their return. So, just to make sure I understand correctly: the order is significantly overdue, customers are discouraged from contacting the company to ask about their overdue orders because we are apparently distracting the team from processing them, and we are now being informed that the team will be taking a well-deserved break while customers continue waiting for products they have already paid for. I completely understand that backlogs happen. Businesses get busy. Staff deserve breaks. None of that is the issue. The issue is continuing to advertise a 5–8 working day processing timeframe when orders are taking well over a month, failing to proactively provide realistic updates, and then making customers feel as though following up about a product they have already paid for is somehow an inconvenience. If the actual turnaround time is a month or longer, just say that. People can then decide whether they are willing to wait. But giving clients one timeframe, exceeding it by several weeks, discouraging them from asking where their order is, and then sending an email essentially saying “thank you for your patience, we’re going on break” is honestly wild. At this point, I am not asking for a special favour, expedited service, or anything unreasonable. I would simply like to receive the photos I paid for, preferably before another automated email arrives thanking me for my continued patience. The photos might be worth it, but the customer service experience has been genuinely shocking. I sincerely hope the company improves its communication and gives future clients more realistic expectations.