Nuve Anmeldelser 135

Besvarelse fra Nuve

1. nov. 2022

Hello Edel,

Thank you so much for taking a moment to share your experience with us!

We are very sorry to hear about this situation! Indeed, we have had some issues with shipping. We have made some changes and hope to improve the shipping speed.

I hope that you have received your order by now. However, if this is not the case, I would be happy to assist you personally.

Please contact me at christine@mynuve.com so we can find out what happened here and provide you with a satisfactory solution.

Best regards,

Christine

Besvarelse fra Nuve

12. okt. 2022

Hi Flor,

Thank you for taking a few moments to post your review here!

We are so sorry to hear that it took a long time for your Hypersoft Sneakers to arrive, only to find out that they do not meet your expectations, as you found them to be hard and wobbly to walk in.

We understand that everyone has different needs when it comes to shoes, and finding the right ones can definitely be challenging especially when dealing with issues like the ones you just described.

Just to let you know, we do offer free exchanges. If getting sneakers in another size can help solve the issue, please contact me at christine@mynuve.com anytime so I can assist you with the exchange process.

Best,
Christine

Besvarelse fra Nuve

6. okt. 2022

Hi Joy,

Thank you for taking a few minutes to share your thoughts with us!

We are sorry to hear that our Hypersoft Sneakers did not meet your expectations, and that you were not satisfied with our return policy.

As a general rule, our customers indeed have to shoulder the cost for return shipping. This is because we are only a small company. We already offer free worldwide shipping, so we cannot afford covering the shipping costs for returns as well.

However, we highly value customer satisfaction, so we also offer free exchanges and partial refunds in case our customers don't want to go through the trouble of returning their products back to us.

Regarding our policy for returns, since we will be issuing a full refund for the product when it is returned to us, we require our customers to return the product back to us in good and resellable condition.

However, for damaged items, we have a different exchange and refund procedure for that. This is because we believe that even though we implement strict quality control, due to the high volume of orders, we understand that there are some exceptions - and our customers do not have to pay the price for that.

Lastly, our product is designed in Europe and manufactured in China. This business approach allows us to ensure reliable quality control at every stage of the manufacturing process.

We understand that you have already filed a dispute with PayPal for your refund, but should you ever require future assistance, please email me anytime at christine@mynuve.com and I will be happy to help.

Best,
Christine

Besvarelse fra Nuve

6. okt. 2022

Hi Antonio,

Thank you for taking a moment to leave your feedback here!

We are sorry to hear that the product you received did not seem to fit you well.

As for the sizing issue, unfortunately, there is no official or universal conversion system out there that we could use to describe the available shoe sizes with total accuracy.

We have done a lot of research before coming up with our current size chart; however, we recognize that some of our customers are having trouble getting their correct size. We definitely understand what a nuisance that can be, and we are sorry for the inconvenience!

We are currently working on updating the information available on our website to make it easier for our customers to pick the best-fitting size for themselves.

As for your order, I can see here that a free exchange is no longer possible, as the size we sent you is already the biggest size we have. Ot seems that you have already received an email containing our return policy, where we explained that you can either keep the product and get a partial refund or return the product back to us and get a full refund.

I can see that you have yet to send your response on which option you prefer. If you ever need further assistance with your order, you may respond to the most recent email you received from us or send me an email at christine@mynuve.com so I can assist you myself.

Best,
Christine

Besvarelse fra Nuve

29. sep. 2022

Hi Conder,

Thank you for taking a few moments to leave a feedback here!

We are sorry to hear that it took quite some time before you received your order, only to find out that they do not fit you well and that they did not meet your expectations.

We have to admit that we have been ill-prepared with the high volume of orders. We have recently made changes to our shipping department, so we expect our shipping speed to improve soon.

As for your other concern regarding returns, we do allow our customers to exchange or return their items, as long as they are able to contact us within the prescribed period.

In the meantime, if you would like further assistance regarding your order, kindly contact me at christine@mynuve.com and I will be more than happy to assist you.

Best,
Christine

Besvarelse fra Nuve

29. sep. 2022

Hi Douglas,

Thank you for taking the time to share your thoughts with us!

We are sorry to hear that it took a while for your order to arrive, only to find out that they were too small for you.

Indeed, we have had quite a few issues when it comes to shipping. Fortunately, we have found better transportation solutions, and our shipping speed should be improving soon.

Regarding the products you returned, as a general rule, that is true. We accept product returns in exchange for a full refund, but we require our customers to return the item in its original packaging and in resellable condition (meaning, the item should be unworn, unwashed, and with all labels and tags attached).

In the meantime, if you have more questions or require further assistance, kindly send me an email at christine@mynuve.com.

Best,
Christine

Besvarelse fra Nuve

28. sep. 2022

Hallo Anna,

es tut uns sehr leid, das zu hören und noch mehr, dass wir Sie enttäuscht haben.

In der Tat hatten wir einige Probleme, wenn es um den Versand ging. Glücklicherweise haben wir bessere Transportlösungen gefunden, und wir sehen bereits Verbesserungen in unserer Versandgeschwindigkeit.

Wir verstehen Ihre Enttäuschung jedoch sehr gut und möchten alles in unserer Macht stehende tun, um Ihnen zu helfen.

Ich verstehe, dass Sie bereits einen Fall bei PayPal eröffnet haben, aber wenn sie diesen Fall aus irgendeinem Grund nicht zu Ihren Gunsten abschließen, können Sie sich jederzeit direkt an mich wenden: christine@mynuve.com, und ich werde Ihnen persönlich helfen.

Beste Grüße,

Christine

Besvarelse fra Nuve

28. sep. 2022

Hello Edward,

Thank you for your feedback!

While we regret to see that we have let you down, we appreciate having the opportunity to learn what our customers most like and dislike about our products. It helps us grow.

But more importantly, we wouldn't want you to be stuck with a product that doesn't meet your expectations. So we'd also like to take this as an opportunity to make it up to you.

Please contact me at christine@mynuve.com, and I will do my best to find a satisfactory solution for you.

I'm looking forward to hearing from you!

Best,

Christine

Besvarelse fra Nuve

22. sep. 2022

Hello,

Thank you for bringing this issue to our attention!

I am very sorry to learn that you waited so long for your order only to find that the shoes did not fit. We apologize for the inconvenience!

Just to let you know, we always offer free exchanges, and we would love to send you a better-fitting pair of shoes at absolutely no extra cost. Plus, you wouldn't have to send back the shoes you have already received.

Please reach out to me directly at christine@mynuve.com, and I will make sure you get a new pair of shoes.

Best,

Christine

Besvarelse fra Nuve

22. sep. 2022

Hello Holly,

Thank you for taking the time to write a review!

It seems like you've had a terrible experience with our company. Please accept our sincerest apologies for all the trouble we have put you through up until now. We would love nothing better than to have the opportunity to make it up to you!

My name is Christine, and I am Customer Support Supervisor. I'm not familiar with your particular situation, but my team and I can certainly do some investigating and find out what went wrong here.

Please contact me directly at christine@mynuve.com. I'd like to get to the bottom of this and provide you with a satisfactory solution, regardless of what the initial problem may have been.

I look forward to hearing from you!

Sincerely,

Christine

Besvarelse fra Nuve

18. sep. 2022

Hello Jos,

Thank you for taking a few moments to write a review!

It seems like you've had a horrible experience with our company. I'm sorry to hear that delivering what you ordered and paid turned out to be so much more difficult than it should have been.

Please accept our sincerest apologies for the inconvenience and give us a chance to sort this out together! All we want to do now is make it up to you. Please reach out to me at christine@mynuve.com. I will personally look into this for you and find a satisfactory solution.

I'll be looking forward to hearing from you!
Best,
Christine

Besvarelse fra Nuve

13. sep. 2022

Hello Luu,

Thank you for taking a few minutes to write a review!

We are so sorry to learn about your experience with our company.

I understand how frustrating that must be for you to receive the product that does not meet your expectation. Although it's not easy for us to read criticisms about our Cozi slides we completely understand that everyone has different needs and that our product may not best choice for everyone.

Regarding our return process, indeed, it is the customer's responsibility to pay for the return shipping cost. The truth is that small businesses like ours cannot afford to cover both the cost of the initial shipping and the cost of the return shipping. Most companies of our size transfer one of these two costs to the customer. A smaller number of companies will even put both of these costs onto the buyer. In our case, we decided to offer everyone free worldwide shipping. Not only that, but we also offer free exchanges.

If there is anything I can do for you at this point, please reach out to me at christine@mynuve.com and I will be more than happy to assist you further!

Thank you for your understanding!

Best,
Christine

Besvarelse fra Nuve

29. aug. 2022

Hello Rosa,

Thank you for taking the time to write a review!

It seems you had a terrible experience with our company. Please accept our sincere apologies for all the trouble we have caused you. We would love nothing more than to have the opportunity to make it up to you!

My name is Christine, and I am Customer Support Supervisor. I'm not familiar with your particular situation, but my team and I can certainly do some investigating and find out what went wrong here.

Please contact me directly at christine@mynuve.com. I'd like to get to the bottom of this and provide you with a satisfactory solution, regardless of what the initial problem may have been.

I'm looking forward to hearing from you!

Best,

Christine

Besvarelse fra Nuve

27. aug. 2022

Hi Sharon,

Thank you for taking a few moments to share your thoughts with us!

We understand that you were not satisfied with our products and that it took a long time for them to arrive - and on top of that, you couldn't cancel your order when you wanted to. We are sorry to hear that!

We are glad to say that we have found better transportations solutions, and hopefully, this will put an end to such shipping delays.

As for our cancelation policy, indeed, once an order is processed, we can no longer cancel it. That's just because once we get a package ready for shipping, we hand it over to a delivery company, and it is effectively out of our hands.

We understand that you already opted for the the partial refund of your order, as you did not want to shoulder the cost of the return.

If there's anything else we can do to help, kindly send me an email at christine@mynuve.com, and I will gladly assist you.

Best,
Christine

Besvarelse fra Nuve

27. aug. 2022

Hi Fran,

Thank you for taking a moment to leave us a feedback!

We are sorry to hear that you found our Hypersoft Sneakers to be uncomfortable to wear, and when you tried contacting us regarding refund options, you did not receive the information that you needed.

As for our return policy, you can find it on our website, and in that page, we have stated that our customers have to contact us through email in order to receive our return form and the complete information and requirements regarding returns.

If you still haven't received your needed information, kindly send me an email at christine@mynuve.com and I will assist you myself.

Best,
Christine

Besvarelse fra Nuve

19. aug. 2022

Hi Jan,

Thank you for taking a moment to describe your experience with our company!

I understand that shopping with us has turned out to be quite disappointing. We have to admit that we have been underprepared for dealing with the ever-increasing volume of incoming orders. As a result, processing orders has been taking longer than usual for some models.

As a general rule, it takes about 10-15 days for an order to be delivered. That is the timeline that we usually provide our customers. However, despite our best efforts, exceptions can definitely occur. Our shipping partners have also had a hard time the past year.

The reason why we were not able to provide you with the tracking details you had requested was that we probably didn't have them. The shipping company responsible for delivering your package hadn't provided us with those details.

I definitely understand how frustrating this whole situation must be for you, especially since you mentioned that you haven't been able to get any information to find out what was going on with your order.

I'm not sure if you decided to get a refund via PayPal in the end, but if you haven't been able to get a refund, or if you still want your order, please reach out to me directly at christine@mynuve.com, and I will be more than happy to speed up the process for you.

Best,

Christine

Besvarelse fra Nuve

19. aug. 2022

Hello Livia,

Thank you for bringing this situation to our attention! I am sorry to hear that we have disappointed you on so many fronts.

Something as simple as getting the correct shoe size turned out to be a much more difficult task than it should have been. Then, to top it all off, trying to contact Customer support to return the product and get a refund ended up being even more complicated. Please accept our sincerest apologies for all the trouble we have put you through!

Regarding returns, generally speaking, customers do have the possibility of sending a product back to us. Of course, terms and conditions may apply, as can be seen in the "Return Policy" section of our website.

Nevertheless, customer satisfaction is a top priority for us. Therefore, I want to make sure that we can offer you the best solution available in the shortest time possible. Please reach out to me directly by email at christine@mynuve.com, and I will assist you myself.

I look forward to hearing from you. Your feedback makes us better.

Best regards,

Christine

Besvarelse fra Nuve

Opdateret den 17. aug. 2022

Hi Verv,

Thank you for sharing your thoughts with us!

What you're describing sounds like a terrible experience: the Cozi Slides took ages to arrive, it did not meet your expectations, and trying to get your money back turned out to be a headache. Please allow us to apologize for all the trouble we have caused you!

Indeed, we have had quite a few issues with shipping over this past year. We are working on finding better solutions, and our delivery speed is improving.

Regarding the product itself, we understand that you were extremely disappointed by it. It's difficult to read negative opinions about your own product, but we take our customers' comments very seriously. It's your feedback that helps us understand what features the new, updated version of our Cozi Slides needs to have.

Now, I am not familiar with your particular case, but if you haven't received your refund yet, you can contact me directly at christine@mynuve.com. I will be more than happy to personally assist you.

Best,

Christine