NIS America responds to store complaints but ignores key issues

Ben Parfitt
NIS America responds to store complaints but ignores key issues

Gamers angered by the recently opened NIS America online store in Europe have reacted badly to the company's response to the complaints.

MCV reported earlier in the week that consumers were unhappy with the pricing, selection and the need to pay immediately for pre-orders. In a response on its Facebook page the company had outright ignored two of these concerns.

“We strive to deliver world class products and experiences to our customers,” it said. “We recognise that this transition has been difficult for a number of our customers, and offer our sincerest apologies for any difficulties that this transition has caused.

“We would like to ask you to bear with us during this transition, as we are confident that opening the European Online Store Is in the best interests of our customers. The goal of our European Online Store Is to provide these Limited Edition Products to this region with better service, quicker, more efficient shipping, and better support.

“There have been difficulties with the launch of the new store - as there are for any international venture - but we sincerely believe that if you stick with us, the European Online Store will provide an overall better experience and better access to our products for our loyal customers in the European region.

“We Recognize that the limited anime and merchandise selection is disconcerting to some of you, but rest assured that we are doing our best to ensure access to all of our products. In The meantime, our anime products may still be purchased from other select online retailers.

“To provide a little peace of mind for our existing European customers, and calm at least some of the concerns that we have heard, we would like to let you know that we will be honouring the point system used on our US Online store for existing European customers at a one to one ratio as soon as the system merge has been completed. This Means that if you have 500 Points on the US Online store ($5.00 value) we will be transferring those points to the EU Store at a £5.00 value.

“We are here for our customers, and we are doing our best to live up to your high expectations.”

The reaction on Facebook has, once again, been less than positive.

“Wow, they say they're here for customers, and yet they completely ignored the main issue which is the ridiculous prices,” said one respondent, with another adding: “Guys you perfectly know what the issue with this store is. Please don't treat us like we're dumb.”

Another said “that's nice but the problem never was the number of items or a point system - the prices are” while one customer simply stated “lower prices or go home, you're drunk”.

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Tags: online , store , response , prices , european , complaints , europa universalis IV , NIS America

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