Northskull レビュー 105

Northskull からの回答

2026年2月23日

We’re sorry to read this and would genuinely have welcomed the opportunity to assist.

We have not received any prior contact regarding this issue. Had we been made aware, we would have been happy to investigate and review the items directly.

Jewellery can react differently depending on skin chemistry, moisture, and exposure to products such as lotions, perfumes, or sweat. However, we take any quality concerns seriously and would always assess items reported as defective.

Please contact our Customer Care team with the order details and photographs so we can look into this properly and provide a resolution.

Kind regards,
Northskull Customer Care Team

Northskull からの回答

2026年2月23日

We’re disappointed to read this review as it does not reflect the full sequence of events.
After you contacted us regarding the bracelet, we apologised and offered to send a replacement free of charge, which we arranged promptly.
Tracking shows the replacement arrived at your local post office in Brossard, QC and was made available for collection. A notice card was issued and a final reminder was sent before the parcel was marked unclaimed.
The parcel was then processed for return by the postal service. However, it has not been received back at our premises.
A refund was only requested after the parcel had been marked unclaimed.
We understand this situation has been frustrating, however the replacement was shipped and made available for collection.

Kind regards,
Northskull Customer Care Team

Northskull からの回答

2025年7月21日

Hi Lisa,

Thanks for your review.
We’ve looked into this and can confirm that your order was delivered on the 14th July (before the date of this review), as confirmed by Royal Mail. They also provided photographic proof, showing the package in your letterbox — this was shared with you via email shortly after your enquiry.
We suggested that you check if another member of your household may have received it.

Since then, we haven’t received a response, so we hope the order has now reached you — but if you’re still having trouble locating it, we’re more than happy to help.

Please feel free to get in touch with us directly and we’ll do our best to assist you.

Kind regards,

Northskull

Northskull からの回答

2025年6月16日

Hi Mohamed,

Thank you so much for your kind words and for taking the time to share your experience with us. We're thrilled to hear that you loved the bracelets and were happy with our customer service, that truly means a lot to us!

We’re sorry to hear about the unexpected delay and additional charges during delivery to Bulgaria. Unfortunately, customs duties and local handling fees are set by the destination country and are outside of our control, but we completely understand how frustrating this can be.

We’re glad to hear that the local courier, InTime, was helpful and resolved the situation professionally. We’re actively looking into ways to provide more upfront information about potential customs costs at checkout for international orders, and your feedback is very helpful in highlighting this need.

Thank you again for your support. We hope to serve you again in the future with a smoother delivery experience next time!

Warm regards,
Northskull

Northskull からの回答

2025年6月10日

Hi Stuart,

Thank you for your feedback, and we're truly sorry to hear that you were disappointed with your experience.

We always aim to provide high-quality products and responsive customer care, so it’s disappointing to learn we fell short in your case. After reviewing our communication history, we can see that your return was processed and a credit note was issued as agreed. We also followed up to ensure the credit note details were received and usable.

That said, we completely understand how frustrating delays or miscommunication can be, and we apologise for any inconvenience caused along the way.

We appreciate your past support and would welcome the opportunity to restore your confidence in us.

Kind regards,
Northskull

Northskull からの回答

2024年12月11日

Hi Robert,

Thank you for taking the time to share your feedback. First and foremost, we truly value your loyalty over the past five years, and I’m sorry to hear that your recent experience hasn’t met your expectations.

We’re currently experiencing an exceptionally busy period due to increased demand from our recent sales, which has temporarily impacted our response and shipping times. I understand how frustrating it can be to wait for a dispatch notification, especially when it’s for a special occasion.

To clarify, our warehouse team and customer service team do not operate on weekends, so orders placed on Saturday would typically begin processing on Monday. Due to the high volume of orders, there has been a slight delay, but we are working diligently to ensure all orders are dispatched as quickly as possible.

Regarding your attempts to reach us, I sincerely apologise for the delay in responding. We aim to respond promptly, but the increased query volume has extended our usual response times. Rest assured, we are prioritising all inquiries and I believe we have already responded to your original query.

I appreciate your feedback about the tracking link and lack of a contact number. We’re continuously working to improve our systems and services, and your comments will help us make those improvements.

If your order has not yet been dispatched in the next few days or you still have concerns, please don’t hesitate to reply to contact our customer service team, and we’ll do everything we can to assist.

Thank you again for your patience and understanding. We hope to restore your confidence in us, and I’m confident we can turn this experience around.

Northskull からの回答

2025年1月15日 に更新

Further Update - 15th January 2025

Hi James,

Thank you for your feedback, and I’d like to address your concerns.

We can confirm that your refund has been processed successfully. According to our records, the payment of £54 was made via card and has been returned to you. Unfortunately, we did not receive any notification from Klarna regarding this matter, as the transaction was not processed through their platform.

As previously advised, refunds are processed within 7–10 business days. Given the holiday period and our office closures, this timeframe concluded on Monday, 13th January. We’ve confirmed that your refund was processed within this advised timeline.

We are proud to have served many satisfied customers who appreciate both our jewellery pieces and the service provided by our customer care team. It’s unfortunate that your experience did not meet your expectations, and we sincerely apologise if we fell short on this occasion.

If there’s anything further we can do to address your concerns, please don’t hesitate to reach out.


11th December 2024

Hi James,

Thank you for sharing your feedback. I’m genuinely sorry to hear about your concerns and regret that you felt the need to leave this review.

I understand that delays can be frustrating. I can see that this review was submitted 40 minutes ago, and I’ve been informed that our customer service team responded to your query prior to this. As we explained, we are currently experiencing an exceptionally busy period due to high demand from our recent sales, which has temporarily impacted our response and shipping times.

Please rest assured that orders are being processed, and we are working diligently to address any backlogs to ensure customers receive their items as quickly as possible, and all orders will be received prior to Christmas.

We appreciate your patience and understanding during this time, and if there’s anything further I can assist you with, please don’t hesitate to reach out to our customer service team.

Northskull からの回答

2024年9月23日

Hi Nathaniel,

Thank you for taking the time to share your feedback. I’m truly sorry to hear about your disappointing experience with us, and I’d like to apologise again for the issues you faced with one of the 3XL jackets you purchased and the delay regarding the notification of the out-of-stock necklace.

While I see that we notified you about the out-of-stock necklace within 8 business days, I understand that the delay and unanswered emails were still frustrating, and I apologise for any confusion. Additionally, I see you only had an issue with one of the two jackets you purchased, and I’m sorry that the sizing didn’t meet your expectations.

We take your concerns seriously and are committed to improving our service. I’ll be looking into these issues to ensure they’re addressed moving forward.

Once again, We apologise for the inconvenience, and I appreciate your feedback, which helps us improve.

Kind regards,
Northskul

Northskull からの回答

2024年9月23日

Hi Aaron,

Thank you so much for your kind words! We're thrilled to hear that you love our company and appreciate the care we put into supporting our customers. Your satisfaction means the world to us, and we're always here to ensure you have the best experience possible.

If you ever need anything, don't hesitate to reach out. We're grateful for your support and look forward to continuing to serve you!

Best regards,
Northskull

Northskull からの回答

2024年9月3日

Hi Szilvi,

Thank you so much for your kind words and for taking the time to share your experience with us!

We’re thrilled to hear that you found our customer service to be superb and that we were able to assist you with the delivery address change promptly. While we may not have live chat or phone support, we strive to provide quick and effective solutions through our existing channels.

Your feedback is greatly appreciated, and we’re always here to help if you need anything else.

Best wishes,
Northskull

Northskull からの回答

2024年8月26日

Thank you for your kind words! We're delighted to hear that you love our company and appreciate our products and customer service. Providing top-notch experiences is what we strive for, so your feedback really brightens our day. We look forward to continuing to serve you with the quality you’ve come to expect from us!

Northskull からの回答

2024年8月26日

Hi Katrina,

Thank you so much for taking the time to share your experience! We're thrilled to hear that Trustpilot led you back to us and that you love your new bracelet. It’s wonderful to know that our products and customer service team have made a positive impression. We’re committed to providing both high-quality products and genuine support, so your feedback truly means a lot to us. Looking forward to having you shop with us again soon!

Northskull からの回答

2024年8月26日 に更新

Last correspondence sent to customer 2nd February 2024 following other communication in response to a purchase from November 2019.

Dear Mike,

Thank you for your response. I want to express my sincere apologies again for the challenges you've encountered with our previous customer service team.

I would like to reiterate that the initial credit note of £200 was provided to cover the majority of your original order's value, which amounted to £225. The remaining balance of £25 has been offered to ensure you are not left out of pocket. I understand there might be a desire for an additional credit note for the complimentary product of £225, but unfortunately, we cannot issue this as your order value was £225, not £450 as the complimentary product has no value against your order.

Your feedback is invaluable to us, and I deeply regret any miscommunication or delays in the resolution process.

Addressing your concerns:

1. The replacement rosary necklace was not explicitly promised, as it was contingent on the reproduction of the item. If it is reproduced, we committed to sending it to you complimentary, though a complimentary gift does not increase the value of your original order.

2. I empathise with your frustration regarding Trustpilot review removal attempts. I acknowledge the importance of transparent and fair feedback. Please be aware that the Trustpilot team follows the guidelines set out by Trustpilot itself.

3. I apologise for the lack of response to your multiple attempts to contact us, and I note that our last outreach to you did not receive a response. Your communication is highly valued, and I regret any inconvenience caused by the delayed responses.

Moving forward, I remain dedicated to finding a resolution that aligns with your expectations. To address your concerns, I am providing a full credit note for the remaining £25 to cover the entire original purchase. Please find the details below:

Value: £25
Code: [REDACTED] Please see email sent to you.
Expiry: None

Once again, I extend my sincere apologies for the inconvenience and frustration caused.

Best wishes,
Northskull

Northskull からの回答

2024年8月13日

Hi Wendy, Thank you so much for sharing your experience! We’re glad we could resolve the issue quickly and get your bracelet to you without further delay. It’s wonderful to hear that you’re happy with both the service and the beauty of the bracelet. Your satisfaction is our top priority, and your feedback truly means a lot to us. We hope you enjoy your new bracelet, and we look forward to serving you again in the future! 😊

Northskull からの回答

2024年7月20日

Hi Paulo,

Thank you for your positive review! We're delighted to hear you had a great experience with us. Your feedback means a lot and motivates us to keep providing excellent service.

We look forward to serving you again!

Best wishes,
Northskull

Northskull からの回答

2024年7月12日

Hi there,

Thank you so much for your kind words!

We're glad to hear that you had a great experience with our customer service team. It's wonderful to know that we were able to resolve your issue promptly and go above and beyond to assist you.

Your recommendation means a lot to us, and we're delighted that you are happy with both the product and our service.

We look forward to serving you again in the future!

Best wishes,
Northskull

Northskull からの回答

2024年7月12日

Hi Grace,

Thank you so much for your kind review!

We are pleased to hear that you had a positive experience with our Customer Care Team. It’s great to know that the solution of adding an extra ring clasp to lengthen the bracelet worked well for you. We always strive to find the best solutions for our customers' needs.

We’re also glad we could combine your orders and refund the extra shipping fee. Your satisfaction is our priority, and we're happy we could make your experience even better.

Thank you for choosing us, and we look forward to serving you again in the future!

Best wishes,
Northskull