Bojan

Delivery was on time. I would have given the sound system five stars. However, I feel that the manual pairing instructions could have been better (e.g. how long to press and hold down the pairing button for). It took me a number of attempts before being successful and then only after going online for guidance.

Delivered on time. Good fit and pleasantly surprised by the quality of boots.

Would have been five stars but one of the plastic nuts to adjust the level of the freezer was broken in transit which I only discovered after unpacking the freezer. I didn't think it was worth complaining about at the time.

I ordered and received a Gevril watch in August 2024. The order was placed on the NastyGal website; payment taken by Debenhams.Com and the watch was shipped by DBZ brand partner - Watch Boutique.

Some three and a half months after receiving the watch, it developed a fault. I raised the matter with NastyGal customer services on 26/11/24, providing all the information requested including a video of the fault. My complaint was immediately acknowledged and I was subsequently advised of the following:

‘where you place an order on our site for a Product sold by a third party seller (a "Concessionaire Brand"), NastyGal acts as the Concessionaire Brand's disclosed agent and not as principal. This means the Contract for the sale of such Products is made between you and the relevant Concessionaire Brand’.

‘Please rest assured that I am committed to resolving this matter to your satisfaction. Thank you for bringing this to our attention, and I truly apologise for the inconvenience caused’.

(abstracts of email from NastyGal Customer Services 29/11/24)

Since then there has been no further communication from the author of that email and there is now radio silence from customer services on the matter. The third party seller has not contacted me.

From the email communications between myself and customer services I have realised that I could spend an awful lot of time on this matter and get absolutely nowhere. I have lost near on £400 but having read a number of the one and two star reviews, consider myself lucky that it wasn’t more.

Update - 12/12/24. I have been exchanging emails with the Group Escalations Team since posting my review, in the genuine spirit of seeking to achieve a satisfactory resolution. To get a resolution to my case I will have to do all the running, will incur costs and be inconvenienced with uncertainty of the outcome and not knowing whether it will be to my satisfaction or not.

In this period, I have asked twice for confirmation that I have been sold a brand new, genuine Gevril watch, to which there has been no answer.

In an email from the Group Escalations Team I have been advised that ‘our seller receives a high volume of returns’. Read into that what you will but now I can’t help wondering, was my watch brand new or was it a repaired, refurbished and repackaged as a new watch?

This is the kind of situation I might expect to find myself in, if I had gone to some backstreet outfit. I’m just lost for words. I note that another disgruntled reviewer will be passing their details and all correspondence onto trading standards to investigate. I may follow suit.

Duncan was great. No fuss or problems, he just got on with the job in fairly quick time and talked me through what he had done after completing the test drive.

So far call quality, connectivity and service have been consistently good. Would have been 5 stars but the porting over of my mobile number was no where near as smooth as my previous experiences.

Delivery was scheduled between 10:01 hrs and 11:01. The parcel was delivered 10:01 on the dot and the driver took a parcel which was to be returned. Very impressed 👏.

Delivery crew were punctual and extremely helpful in placing the fridge freezer where requested. The fridge freezer was well packaged with protection. It took the best part of an hour to remove all the protection the unit came with. First impressions, a solid five stars. Too soon to provide a review on the performance of the unit itself but it looks as described and so far so good.

Friendly, efficient and punctual service.

Sensible packaging and quick delivery even through COVID-19. Product was as advertised and competitively priced.

Excellent product, well packaged.