Jim Hansen
Google
I'm writing a review here on Google, because I can't get their Customer Service to answer the phone, return my calls (left voice messages), or answer my emails.
I placed an order on their website and was sent the wrong items. They sheets I received do not match the description on their website (the SKU on the order sheet and packing slip match the item I ordered). The sheets are too large for my oven, and I cannot get this company to respond to my inquiries about possible replacements or return. At this point, I seriously regret doing business with them.
UPDATE - RESPONSE TO NORDICWARE REPLY: I'm going to update this in lieu of the reply from Nordicware below. The error with the order ultimately turned out to be my mistake. I didn't read the production description carefully (internal dimensions are posted on the web description - I missed that detail).
In light of that I was going to take this review down, but the statement you made about not receiving any email is an outright lie. I have a reply to that email that was sent to me at about the same time you replied to my review here. I tried calling a half dozen times yesterday and again today -- no answer. Both times I was calling just a few minutes before your advertised customer service hours end. Your return call to me didn't come until after I posted this review (after I left the VM on your customer service line).
Finally, you state that you pride yourselves in your customer service. That may be true. My situation could have been an anomaly, but I think the fact that your CS hours are east coast/central time based, makes it very difficult for someone who lives on the west coast and has a day time job to contact you. 3pm CST (2pm CST on Friday) weekdays is too late for people on the west coast with day jobs to reach you.
It's also worth noting that you respond to negative google reviews faster than your customer emails.
Lastly, the person I spoke to on the phone was very pleasant, and was understanding to my situation even though it was my reading comprehension that failed here. I was offered for paid return shipping, even though my situation wasn't covered. I declined it, and in fact instead of returning my mis-purchase for a refund, I will gift it to friends who have a larger oven than me.
