Nutrition X Order Experience

Supercell

Hope the mods here are ok with this.

I ordered a couple of tubs of Pro Matrix from Nutrition X just before the Easter break.
I was off for the week so put my home address instead of my usual work one for deliveries.
The order never turned up so emailed Nutrition X on Wednesday evening and got a reply back next day from Mark apologising for the inconvenience and explained they were changing courier and they would refund my order right away and if by chance the original one turned up I could keep it free of charge.
I got an email from Worldpay later on Thursday to say they were going to refund me for the transaction so was happy enough, can well understand that couriers can be a challenge sometimes as I deal with them a lot in work and things don't always go to plan.

Today, I got a call from Karen who left me a long voice mail apologising for the delivery issue and that the money should be refunded by now and reiterated again that if the original courier turned up they would be happy for me to keep it free of charge and that they hoped I would order from them again in the future.

Well I have to say that I'm blown away by such wonderful customer service! They've turned around a negative experience into a very positive one for me even though they are presumably out of pocket for the Pro Matrix I ordered from them originally.

Mark and Karen I take my hat off to you!, you are a credit to Nutrition X and the industry, I will certainly be buying from you again and I hope this post gets read by some others and maybe gets you a sale or two.

eclectichoney

Indeed, I had the exact same experience as I placed an order on the 18th and it didn't arrive. Top, top customer service. Longfield I couldn't make out from the email / voice message if they actually have a new courier sorted now and if it's ok to place a new order??? I'm still dying to get my pro matrix!

Supercell

Yep, Karen said that they do (she left a long voice message detailing it all, I was very impressed, I hate talking into answering machines myself so was doubly impressed!!), i've already placed a new order

Gillo

Great experience, I normally buy my stuff from a store in the UK and after hearing that I'd be tempted to give them a try.

Jimmy Bottlehead

Gillo wrote: »

Great experience, I normally buy my stuff from a store in the UK and after hearing that I'd be tempted to give them a try.

I'm still waiting for the stuff I ordered last Wednesday and I don't have a contact number to ask what stage its at... it would be very handy to have a contact number on the site.

Ginny

Can yolu not log into your account and track the order, although my was ordered on Thursday and is still pending .

Jimmy Bottlehead

GinnyJo wrote: »

Can yolu not log into your account and track the order, although my was ordered on Thursday and is still pending .

I've done that already and it says it's still processing... my girlfriend ordered hers an hour before me and received hers on Friday.

EDIT:

**it arrived just there**

Ginny

I sent an enquiry yesterday and Eammon replied this morning, promised it was dispatched and on its way would be here today or first thing tomorrow.
My mum just rang to say she forgot to ring me, the package turned up at 9am this morning...
Yahy!

tk123

I order off them last week and had delivery in 2 days!! I'll def use them again