A courier delay has affected a batch of Nexus Retail online orders this week. Some customers may contact us about late deliveries.
What to do if a customer gets in touch:
- Acknowledge the delay and apologise for the inconvenience.
- Check the order status and give a clear, realistic delivery date.
- Offer a follow-up text on the day of delivery.
- Log the contact as customer feedback so we can track the impact.
If a customer is upset or the order is time-critical, escalate to a Team Leader — don’t promise a remedy outside the Customer Charter.
We’ll update this notice as the backlog clears. Thanks for looking after our customers.