PS
Phoebe S
1 reviews | Active since Dec 2020
24 Dec 2020, 08:58
Nu Skin DO NOT BUY FROM THEM!
I purchased online from Nu Skin on the 8th December. They unfortunately use the worst courier service ever, Dawn Wing. After my purchase I was advised that it should expect my delivery on the 21st December. Which already is a ridiculously long wait but I did. The 21st came and went and no delivery. I called Nu Skin who said I should call the courier company. Thanks for caring Nu Skin. The you’re on your own attitude is noted.
So I call up Dawn Wing who tell me the parcel is out for delivery and delivery was expected in the afternoon of the 23rd December . They also said the driver would call before delivery. Nobody called and no delivery.
Today 3 days after expected delivery date I call again and the day that the delivery was out on the 22nd and I was not available on my phone that’s why they parcel went back to the depot where it is right now. Nobody called me from Dawn Wing. I’ve been doing all the calling. Now I’m told I need to wait until the 28th December for my delivery. This is totally unacceptable!! I’ve now have to wait a total of 20 days for a delivery!
Will never recommend this courier provider or Nu Skin to anyone. The worst customer experience ever!
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Replies (2)
Nu Skin's replyOfficial
24 Dec 2020, 18:00 We are truly sorry for the issues you have experienced. If ordered from Nu Skin directly we have full transparency of the order. Our Customer Services Team will be able to help you locate your parcel or issue a refund if you would prefer. First, we do need to understand what exactly transpired as in general orders in regional areas are delivered 3-5 working days (a few more for orders outside of this area as advised on our website) unless there is perhaps an issue with the parcel such as an incomplete address. We can confirm we did have a slight delay which we communicated due to our Festive Promotion on 8 & 9 December but this back log from our warehouse was resolved within 2 working days.
You issue is completely outside our normal and we are so sorry you have had such a poor experience. We will request that one of our Nu Skin Customer Services Agents reach out you to get your order number so we can fully investigate and ensure this issue does not happen again. Unfortunately we cannot speak about the experiences you had with Dawn Wing but we do offer an alternative courier service with RAM depending on individuals preference.
You issue is completely outside our normal and we are so sorry you have had such a poor experience. We will request that one of our Nu Skin Customer Services Agents reach out you to get your order number so we can fully investigate and ensure this issue does not happen again. Unfortunately we cannot speak about the experiences you had with Dawn Wing but we do offer an alternative courier service with RAM depending on individuals preference.
Nu Skin's reply24 Dec 2020, 18:00
Official
We are truly sorry for the issues you have experienced. If ordered from Nu Skin directly we have full transparency of the order. Our Customer Services Team will be able to help you locate your parcel or issue a refund if you would prefer. First, we do need to understand what exactly transpired as in general orders in regional areas are delivered 3-5 working days (a few more for orders outside of this area as advised on our website) unless there is perhaps an issue with the parcel such as an incomplete address. We can confirm we did have a slight delay which we communicated due to our Festive Promotion on 8 & 9 December but this back log from our warehouse was resolved within 2 working days.
You issue is completely outside our normal and we are so sorry you have had such a poor experience. We will request that one of our Nu Skin Customer Services Agents reach out you to get your order number so we can fully investigate and ensure this issue does not happen again. Unfortunately we cannot speak about the experiences you had with Dawn Wing but we do offer an alternative courier service with RAM depending on individuals preference.
You issue is completely outside our normal and we are so sorry you have had such a poor experience. We will request that one of our Nu Skin Customer Services Agents reach out you to get your order number so we can fully investigate and ensure this issue does not happen again. Unfortunately we cannot speak about the experiences you had with Dawn Wing but we do offer an alternative courier service with RAM depending on individuals preference.
Nu Skin's replyOfficial
04 Jan 2021, 09:18 Hi Phoebe, our Customer Service Team have been in touch already. Your order placed on the 8th was done so using backordering which would have shown when you placed you order on the website’s page, at the order confirmation screen before payment and on your order confirmation email should have confirmed the ship date as 21 December. The ship date refers to the date to which your product will be shipped from our warehouse and does not include the Economy 3-5 working days it would take for our Courier Company to deliver your parcel. We are really sorry for the misunderstanding and we will look at ways to try and make this clearer.
Proactively on the 21st we did see there was an issue with your order whereby we noticed due to a mix up at our warehouse the wrong product was sent to you (Polishing Peel instead of a Polishing Bar) we did contact you in advance with the email address we had linked to your account to apologise for the issue and let you know we would be sending out a replacement and that as an apology for the inconvenience you could keep the incorrect product when you do receive it from the courier.
Our Team has shared the new order number/tracking number so that you can see when you will receive your product.
Again, we are really sorry for the Customer Experience you have had.
Proactively on the 21st we did see there was an issue with your order whereby we noticed due to a mix up at our warehouse the wrong product was sent to you (Polishing Peel instead of a Polishing Bar) we did contact you in advance with the email address we had linked to your account to apologise for the issue and let you know we would be sending out a replacement and that as an apology for the inconvenience you could keep the incorrect product when you do receive it from the courier.
Our Team has shared the new order number/tracking number so that you can see when you will receive your product.
Again, we are really sorry for the Customer Experience you have had.
Nu Skin's reply04 Jan 2021, 09:18
Official
Hi Phoebe, our Customer Service Team have been in touch already. Your order placed on the 8th was done so using backordering which would have shown when you placed you order on the website’s page, at the order confirmation screen before payment and on your order confirmation email should have confirmed the ship date as 21 December. The ship date refers to the date to which your product will be shipped from our warehouse and does not include the Economy 3-5 working days it would take for our Courier Company to deliver your parcel. We are really sorry for the misunderstanding and we will look at ways to try and make this clearer.
Proactively on the 21st we did see there was an issue with your order whereby we noticed due to a mix up at our warehouse the wrong product was sent to you (Polishing Peel instead of a Polishing Bar) we did contact you in advance with the email address we had linked to your account to apologise for the issue and let you know we would be sending out a replacement and that as an apology for the inconvenience you could keep the incorrect product when you do receive it from the courier.
Our Team has shared the new order number/tracking number so that you can see when you will receive your product.
Again, we are really sorry for the Customer Experience you have had.
Proactively on the 21st we did see there was an issue with your order whereby we noticed due to a mix up at our warehouse the wrong product was sent to you (Polishing Peel instead of a Polishing Bar) we did contact you in advance with the email address we had linked to your account to apologise for the issue and let you know we would be sending out a replacement and that as an apology for the inconvenience you could keep the incorrect product when you do receive it from the courier.
Our Team has shared the new order number/tracking number so that you can see when you will receive your product.
Again, we are really sorry for the Customer Experience you have had.