Nisbets Limited
View company profile →
Refund not paid & cost of calls to customer services
We bought a grill for over £200 which worked great until it packed up. It went back for repair and was then returned to us. It was working but had been dropped in transit so Nisbets offered us a replacement or refund. The grill was out of stock so we agreed to buy an alternative (also good) which we paid for. The first one was delivered damaged then the second one was delivered safely to us. They emailed to offer us a full refund. It didn’t come. We followed up and they said as the purchase was over six months old, they could not refund to the original credit card as we had used PayPal. So they requested a document on headed paper stating our bank account details. As a domestic customer we could only send a bank statement with that information- sent 16/01/26. Since then we have heard nothing. This saga began 13/12/25 with the full refund promised on 16/12/25 (within 5-7 days). We currently remain £219 out of pocket. Also, note that calls to customer services are charged at an exorbitant rate. We made several phone calls trying to sort this out and got billed £56 by our phone company. Most of the call was on hold - 14 minutes on one occasion. Yes it’s an 0845 number and no, we won’t dial that again!