★☆☆☆☆ Extremely disappointing…
★☆☆☆☆ Extremely disappointing experience – around six weeks for NOVA
My experience with Warid Logistics was extremely frustrating and financially costly.
My Toyota Esquire's NOVA process took approximately six weeks. HMRC specifically requested an itemised breakdown showing the vehicle value, freight charges and other associated costs. I was copied into the email correspondence, so I could see HMRC's request and the responses being sent.
My case was initially handled by Kulsuma Parvin. From the correspondence I was copied into, I became concerned that the specific itemised information HMRC was requesting was not being provided in the form requested. I tried to raise this and explain that I could obtain/provide the proper itemised invoice from the shipper, but I found the response dismissive. Instead of being given an opportunity to properly explain my concern, I was effectively told not to teach them their process.
This was particularly frustrating because HMRC continued requesting further information while the case remained unresolved. Eventually, the requested supporting documentation was provided and the NOVA was issued.
During this delay, I had to continue renting a vehicle at approximately £300 per week for around six weeks, leaving me with a substantial additional expense.
I do, however, want to specifically thank Nathan Drake. Once Nathan became involved, I found him professional and helpful. He repeatedly followed up, kept me updated and ultimately helped bring the matter to a conclusion. I genuinely appreciate his assistance.
My criticism is therefore not directed at every member of the company. Nathan provided good service, but unfortunately the earlier handling of my case, communication and documentation issues resulted in an experience I cannot recommend.