Order received with broken frame – No response from customer support
I placed an order (order no 40735) with nestroots.com and received my frame earlier this week. While the artwork itself is decent, the frame arrived broken on three out of four corners. The wooden edges are split and cracked, and there are also stains on the frame. This is extremely disappointing for a brand-new product.
As soon as I opened the package, I took photos and videos of the damage and contacted the company:
Tuesday: Sent all images and videos on WhatsApp immediately. No response.
Wednesday: Sent an email with the same photos and videos. Received an automated reply saying someone would respond within 24 hours.
It is now well past 24 hours and there has been absolutely no follow-up.
The customer-care number listed does not accept incoming calls, leaving no other way to reach anyone.
If there was an option I would have liked to attach photos and videos of the damaged frame, as well as photos of the packaging in which it arrived.
The carton box used by NestRoots.com is extremely thin and flimsy.
For comparison, I also had photos of the carton used by another brand I purchased a frame from recently, their packaging is far thicker and sturdier, and that product arrived perfectly.
It is obvious that the poor-quality packaging is the reason the nestroots.com frame reached me in a damaged condition.
Since there has been no response through WhatsApp, email, or phone, I am now left with no option but to post this experience publicly on various platforms.
I am doing this only so that someone from the team finally notices and contacts me.
All I am requesting is a replacement for the broken frame.
At this point, the lack of customer support and the packaging quality make the entire experience feel like a scam, and I do not want other customers to face the same issue.