Anza F.
My order hasn't arrived
My order hasn't arrived, the tracking isn't provided, the emails aren't being responded to. Awful experience so far. While they did send a replacement, it was not "as soon as they healised". When I said tracking is not updated, they said they could look into it although it seems to be a glitch from royal mail which they can't help with. The hassle I went through should've made them give me the product for free. The customer support is nonexistent, loving the product is not enough when there's so much uncertainty around it. Product 10/10, customer experience and reliance on the brand 0/10 and traumatising. Won't be buying from your brand again.
Response from Nimah | Arabic JewellerySep 26, 2024
Salaam Anza, Thank you so much for your feedback. I’m really sorry to hear that this whole experience has been such a hassle for you—I completely get why you’re frustrated. As a small business, we try our absolute best to get back to every email within 48 hours, but I know the tracking issues with Royal Mail just added more stress to the situation. Unfortunately, we had to wait for Royal Mail to confirm that the issue was on their end, and that delay made things harder on both sides. I totally understand how unsettling it is when tracking doesn’t work, and I wish there was more we could have done faster. We wanted to make things right for you as quickly as we could, and even though sending the replacement cost us an extra £40, we did it because we truly care about our customers. I just wish it had made a bigger difference for you, and I’m really sorry it didn’t feel like enough. It makes me so sad to hear that you won’t be shopping with us again, especially since you loved the product itself. I hope you’ll reconsider in the future, as we’re always trying to improve and learn from experiences like this. Thank you again for sharing your thoughts. I really hope we get the chance to give you a better experience next time<3 Much love, Nimah