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Business Profile

Retail Stores

Nena & Co.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/28/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ********************* merchandise will be delivered. Usually, however, they at least give a head's up if it's a pre-order. Now I feel like I'm not even sure I will receive my product. I am filing this complaint to bring this to your attention, and I wouldn't be surprised if you get additional complaints given how they are handling their customers currently. Thank you for your time.

    Business Response

    Date: 06/28/2024

    June 28, 2024

    To whom it may concern,

    Our customer service team was contacted by the customer on Thursday, June 28th at *******. Her inquiry:
         I have not received shipping on this order from last week.  Was this a pre-order bag?  I can be reached at xxxxxxxxx. thank you

    A response was sent on Friday, June 29th at 9:36am, less than 24 hours from her original inquiry:
         I apologize for the delayed shipping on your order. The shipment from ********* that contains these items has had a customs delay, but as of this morning the projected delivery to the US is 7/3. Once received by the team at our fulfillment center, your order will be shipped ASAP.  Thanks so much for your patience, and have a wonderful weekend!

    On Thursday, June 27th at 6:26pm we received a dispute from AfterPay that was not seen until after the response above had been sent to the customer. The dispute was reviewed and a follow-up email to the customer was sent at ****** on Friday, June 29th:
         I just received notification that your order has been disputed through AfterPay. I just wanted to confirm what your wishes are for this order. I'm happy to cancel it for you and issue a refund if that's your preference, or you can expect shipment next week. Let me know!

    The customer responded at ******:
         At this point my preference would be to cancel the order.  Thank you

    Customer service responded at ******:
         Thanks for getting back to me. Your order has been canceled and a refund issued. An automated email with refund details should arrive shortly. 

    It is true that we occasionally release product on our website that is still in transit to our warehouse due to keeping our marketing schedule. In the past we have notated an expected ship date on the product pages of affected items, and that was not done in this case as we expected that the product would arrive in time to ship within the promised 5 days. This was an error on our part as the shipment will not arrive for a couple more days.

    When contacted by the customer, her request was answered in a timely manner, less than 24 hours. She did not ask for a cancellation and refund when conversing with our customer service agent. It wasnt until we saw the dispute on AfterPay that we knew thats what she was hoping for, and her request was honored right away. Shortly after the refund was issued, we received a complaint notice through the BBB at 5:48pm.

    The customer stated in her complaint that orders cannot be canceled, which is untrue unless the items are purchased during a sale and marked as Final Sale or custom orders. Neither of these conditions applied to her order. Once confirmed that a cancellation and refund was what she was hoping for, her refund was issued and she was notified. 

    We regret that the shipment is late and that an expected ship date was not included on the product pages. We own that mistake and will take extra precautions in the future to more appropriately manage customer expectations.

Nena & Co. is NOT a BBB Accredited Business.

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