For clarification here is a history of communication between ourselves and Stuart.
12/02/2018 - Stuart emails us asking to reactivate an expired voucher. We replied and reactivated the voucher. We also extended the voucher for a new product ordered, the Nismo 350z HR intakes.
21/02/2018 - We get a new email from Stuart confirming his order was delivered and complaining that the intakes are not new
Pictures attached by Stuart:
We replied to Stuart asking if any other item in the kit looks like it has been used, apologising for the inconvenience. Stuart also claimed that some fitting parts are missing.
22/02/2018 - We get a reply from Stuart, confirming that all parts in the kit are included, nothing missing:
We then replied to Stuart to say we've highlighted the problem with Nissan USA and I think I wrongly assumed that Stuart was happy to keep the kit as it is, as it seemed that only the shields had some nuts marks on them, everything else in the kit was new.
26/02/2018 - We had a new email from Stuart chasing us for an update, my replies below.
As you can see I've asked Stuart if he would like to return the kit, in order to rectify the situation, for a full refund.
Further communication below, asking Stuart to open a RMA in his account. Note the hours at which the replies went back to Stuart, most of the time within minutes, even at very late in the evening, outside any normal working hours.
12/03/2018 - We get another email from Stuart chasing for a refund, after posting the items to us, according to his receipt on 5/03/2018
My reply below:
The same day, 16/03/2018 a full refund for the Nismo intakes is issued via WorldPay by my colleagues, closing down the RMA and considering the case closed.
No further communication received from Stuart afterwards via email, telephone, text messages, WhatsApp, Facebook or by any other means, until 21st of Feb 2018 when he posted a 1 star review on Facebook, screenshot below:
We replied as shown in the screenshot below. He also posted on some other Page posts to whom we replied to further emails received and he should send us a message or post publicly the content of the emails he sent to us. No reply to that. Seeing his further messages, we can assume he was asking for a refund for the shipping cost to return the items to us.
He then went on Google and here on the forum leaving more negative reviews:
He seemed to be very happy with the exhaust and springs part of the same order, and with the reactivated discount voucher that he hasn't mentioned anything about here. If this is "worst customer service in years", I can only apologise once again.