Yes, that is my carpet. Yes, that is an NI polish. And yes, somehow the glass bottle has come apart round the top. It didn't smash, it literally came clean apart. It went all over the products in the top left picture. Thanks to a fabulous girl I met at uni, I managed to get the majority of the polish out of the carpet (eventually) but some of the products are still covered in the stuff.
Anyway, Nails inc don't have a customer service line that operates at weekends (this incident occurred on a Friday evening) and their website tells you to send complaints in via email. Not that it was easy to find out how to send a complaint... I had to google it in the end. For anyone wondering, it's under Terms and Conditions on their website. This section also states your complaint "will be acknowledged within 3 working days". So, I emailed in my complaint and attached the above photo along with an explanation of what happened on the 3rd of May. I finally received a response on the 14th of May. That is definitely not 3 working days.
My reply (which, to be fair, was from a lady who sounded genuinely lovely) stated a couple of relevant things:
1. "This is the first problem we have encountered with our polishes breaking without force" - False, I know someone who experienced the same problem AND emailed to complain.
2. "I am pleased to send you a fabulous gift box full of goodies worth over £200 including bestselling products and just-launched items as well as replacing the Nails inc products you had purchased." - What a great response to receive, right? I should add here that the faulty bottle damaged products that I had also received in an online order from them that very same day, hence "products you had purchased". I was pleased with this response and thought it was very good of them to handle it so generously.
On the 20th of May, I received this package...
After doing some research, I found the total value of this box to be roughly £68. None of these products are replacements for those damaged either. So, on the same day I emailed the lady I had been in contact with to ask if I should expect another package, given that it did not match the description she gave me.
I didn't receive a response.
Because it was a week day, I tried to ring the two numbers I could find - the number she attached to her email, and the number on their website - nobody answered.
Someone finally answered the phone on Monday. I explained that I had emailed because I hadn't received the package promised and the response I received was "I'll get some additional products sent out to you today." So, I'm now waiting for a package that I'm doubtful will actually arrive. And on a side note, I've been having to get up early everyday to wait for said package because last time it arrived first thing in the morning. Because it's not an order I've placed, I can't track it or get an ETA for it. Brilliant.
I know every company has customers who unfortunately are on the receiving end of terrible customer service, but seriously. It's been over a month since my initial email and in five days it will have been a month since I received that box. I've spent a lot of money with Nails inc over the years and if you took a peek into my polish collection you'd find a whole drawer dedicated to their polishes. I doubt I'll be spending any more money with them after this experience. I certainly won't be dealing with their customer service team again anytime soon if I can avoid it, though I have a feeling I'll have to.
Have you ever experienced terrible customer service from Nails inc? Or from any other company too? Let me know in the comments below.
Thanks for reading,
Rachel x
Twitter: rachelizabethxo
Personal blog: estoy mejor sin ti
Instagram: iRachey
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