NorsespiritReviews of norsespirit.com

Reply from NorsespiritAug 5, 2024

Hello Andrew, Our team responded to you within a few hours and explained that the Chat facility was not manned 24x7. They also explained that your order had only been dispatched a couple of days prior to your message and so was very much still 'in transit' and that it was too soon to class it as lost. They advised that they were seeing nothing unusual in the tracking info and that the package seemed to be making progress - although we admit that the message in tracking regarding an update in 1-3 days did cause confusion and add to your frustration. You were assured that everything seemed ok and that we expected the package to be delivered within a few days, as indeed it was. I also believe it was delivered before you went away on your trip. Based on all of this, we hope you may now reconsider your response and rating of our service. Thank you.

Reply from NorsespiritJun 24, 2024

Hi Jessica, we are sorry your experience was not what you hoped it would be. Our axes are hand forged and very occasionally go through a redesign process to improve them. We reached out to you the day you placed the order to explain that the axe you had chosen was being revised. You replied about a week later from a different email address but confirmed you were happy to wait to see the re-design. Once the new design was ready, we sent photos and full dimensions and asked if you still wanted to proceed. You confirmed that you were happy to do so, so we went ahead and placed the order which was delivered some days later. As stated on all our axe products, these are handmade and therefore non-refundable unless there is a manufacturing fault. We are sorry you don't feel you have had a good experience with our store but I'm not sure what else we could have done. Response to Edit - We do try and make it clear that some items are made to order and therefore non-refundable but we'll take another look and try and improve the wording

Reply from NorsespiritSep 12, 2022

Very sorry you have left us a poor review. You contacted our support team early September to request a return of your item. We replied that this was no problem and that you could return it to us for a full refund providing it hadn't been worn. You then requested that we pay for your return postage. This is outside of our published returns policy so we politely declined but reiterated that you could still return your item for a full refund. You then replied using abusive, threatening and offensive language; this is completely unacceptable and we will not reply to such messages. You are still welcome to return your item to us for a full refund but as is clearly stated on our website, you are responsible for the cost of sending items back to us.

Reply from NorsespiritFeb 4, 2022

Hi Becky, we're really sorry to hear that one of our products didn't live up to your expectations. We want to make things right for you so we will arrange our support team to contact you (or feel free to reach out at [email protected]) in order to try and rectify things

Reply from NorsespiritMay 2, 2021

This customer brought a bronze ring from us and then contacted us and claimed that it was not bronze but was pure copper. This is completely untrue. Bronze is an alloy consisting of about 80% copper with the remainder made up primarily of tin plus additional metals to make it harder and more resilient than copper on its own (a pure copper ring wouldn't have the strength to withstand daily wear and tear). Even though pure copper would cost more to manufacture than bronze, he was adamant that we were trying to con him so to try and keep him happy we said he could return it for a full refund even though he told us he had worn it. Unfortunately he seems to have taken this gesture as more 'evidence' that we were in the wrong. We did our best to help this customer and we have many thousands of customer reviews attesting to both our products and our customer service but in this instance there was unfortunately nothing more we could do. UPDATE : After another update from this customer we felt we had to set the record straight as again it contained many inaccuracies. We never claimed and certainly do not claim that we are a 'big' company. In fact we're a small company run by a small team who try desperately hard to stand out against the competition with excellent customer service. Our other reviews will attest to that and it's the only reason why we tried to keep this customer happy. This customer then goes on to accuse us of being 'new' which is untrue (we've been going for four years now) and of buying fake reviews. This last comment is not only insulting to our customers but is totally untrue and libelous and we intend to follow this up. We have thousands of reviews from real customers not only on Trustpilot but also Shopper Approved and Site Jabber. We have never and will never pay for reviews.

Reply from NorsespiritDec 6, 2020

Hi, we source our products from a large number of suppliers around the world. Other shops may well carry similar products to ours but we do not dropship - all of our items are shipped out directly from our US warehouse.

Reply from NorsespiritNov 30, 2020

This reviewer has unfortunately left multiple, totally unjustified poor reviews for us. We shipped the necklace to the customer which was delivered within a couple days. We have obtained a confirmation of receipt from USPS. The customer has been rude and abusive from the start and continues to be so. To take her comments one at a time: There are no reviews from other buyers with the 'same complaint' that we are aware of. We are a small business and therefor do not have the resources to have multiple support channels. Our support desk handles everything via email because that way everything is centralized and we can keep better records and members of our team can pick up existing tickets in the full knowledge that everything about the case is there in front of them. Previous customers will also attest to the fact that support tickets are checked and responded to even at weekends. Our address is on our website. Finally she claims all our positive reviews are fraudulent. We have close to 5000 reviews in total across multiple independent review sites so this is clearly nonsense. We are a small family business trying to do the best for our customers. I would urge anyone who is still in any doubt to reach out to us directly if you have any concerns.

Reply from NorsespiritJul 27, 2020

Hi Hayley we're sorry you're not a satisfied customer. We've sold literally hundreds of these rings and generally the feedback is very good. If you would like to return you you are welcome to do so. Please contact our support team at [email protected] and they will arrange an RMA for you.