AS
Avon S
1 reviews | Active since Jan 2012
12 May 2026, 10:56
Urgent order, repeated promises, late delivery
LexisNexis South Africa failed to deliver a time-sensitive legal text despite repeated assurances, causing professional prejudice and forcing alternative arrangements.
I placed Order #*** with LexisNexis on 20 April 2026 for a legal text urgently required for Labour Court leave-to-appeal research.
At the time of ordering, I was advised the book was on back order. I specifically informed LexisNexis that I required delivery no later than 8 May 2026, as the text was needed for urgent legal research linked to strict court deadlines.
I was initially assisted by Anelisa Shosha, who advised that she would escalate the matter to editorial and revert with a delivery timeline.
Despite numerous follow-up calls, I was repeatedly told she was “busy on another line,” and no return calls were ever made.
On multiple occasions, when I requested to speak to a manager to escalate the matter, I was never transferred to one and no manager ever contacted me.
I was first advised that delivery would occur by 25 April 2026. When that date passed, I was then informed that only the book cover had apparently been received.
I again followed up and on 5 May 2026 was assured that delivery would take place by 7 May 2026, yet no delivery occurred and the service ticket was closed despite the order remaining outstanding.
A new ticket was subsequently opened by Keziah Elisha Didlof, who apologised and advised that the order was being couriered urgently.
Tracking reflected that the parcel was received by KNP Logistics on 5 May 2026.
It was then reflected as out for delivery but was returned to depot on 7 May 2026 at 17:15, with the reason stated as “not enough time.”
This was particularly unacceptable given that LexisNexis had already missed multiple promised delivery dates and had been expressly informed that the order was urgent and required for a strict legal deadline.
Tracking further reflected that the parcel again went out for delivery on 11 May 2026 at 07:42, yet no delivery took place that day.
It was only ultimately reflected as delivered on 12 May 2026 at 09:27, well after the critical period for which it was required.
Because of LexisNexis’ repeated broken assurances, poor communication, failure to provide managerial escalation, and failure to properly prioritise the matter despite explicit notice of urgency, I was forced to make alternative arrangements at my own inconvenience and expense in order to meet my professional obligations.
This caused avoidable professional prejudice and reputational harm.
Professionals purchase legal resources from LexisNexis because reliability and timing are critical. This experience was neither professional nor acceptable.
I therefore request:
A full refund for Order #***; and A formal explanation as to why multiple delivery commitments were made and repeatedly missed despite repeated assurances that the matter had been escalated and marked urgent.
Based on this experience, I have serious concerns regarding LexisNexis South Africa’s order fulfilment, escalation handling, and customer service processes.
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LexisNexis South Africa's replyOfficial
20 May 2026, 07:55Dear Mr Singh,
Thank you for raising your concerns with us. We apologise for the inconvenience caused by the delay in fulfilling your order.
We acknowledge that the experience did not meet the level of service expected from LexisNexis South Africa, particularly given the time-sensitive nature of the legal research you were undertaking.
Following an internal review, we can confirm that the title ordered on 20 April 2026 was out of stock at the time of purchase and was placed on backorder. The expected stock arrival date was communicated as 5 May 2026. However, this should have been more clearly explained as the anticipated date for stock to be received by LexisNexis, not a confirmed delivery date to you. We sincerely apologize for this miscommunication as it created an expectation that was not met.
Once the item became available, the matter was escalated with the courier for urgent delivery. The courier attempted delivery on 7 May, but delivery was only completed on 12
May 2026. We have addressed the courier-related delay and are reviewing our internal communication process around backorders, urgent escalations and customer follow-ups. This is to ensure that customers receive clearer information upfront and that urgent matters are managed with greater consistency.
We recognise that this was later than the date you required the text, and that communication around the escalation process should have been clearer and more consistent.
Our courier has confirmed that the item was collected yesterday, our team will accordingly process the credit and refund this week.
Thank you again for bringing this to our attention. Once again we sincerely apologise for any inconvenience caused by this experience.
Kind regards,
LexisNexis South Africa
Best regards,
LexisNexis South Africa's reply20 May 2026, 07:55
Official
Dear Mr Singh,
Thank you for raising your concerns with us. We apologise for the inconvenience caused by the delay in fulfilling your order.
We acknowledge that the experience did not meet the level of service expected from LexisNexis South Africa, particularly given the time-sensitive nature of the legal research you were undertaking.
Following an internal review, we can confirm that the title ordered on 20 April 2026 was out of stock at the time of purchase and was placed on backorder. The expected stock arrival date was communicated as 5 May 2026. However, this should have been more clearly explained as the anticipated date for stock to be received by LexisNexis, not a confirmed delivery date to you. We sincerely apologize for this miscommunication as it created an expectation that was not met.
Once the item became available, the matter was escalated with the courier for urgent delivery. The courier attempted delivery on 7 May, but delivery was only completed on 12
May 2026. We have addressed the courier-related delay and are reviewing our internal communication process around backorders, urgent escalations and customer follow-ups. This is to ensure that customers receive clearer information upfront and that urgent matters are managed with greater consistency.
We recognise that this was later than the date you required the text, and that communication around the escalation process should have been clearer and more consistent.
Our courier has confirmed that the item was collected yesterday, our team will accordingly process the credit and refund this week.
Thank you again for bringing this to our attention. Once again we sincerely apologise for any inconvenience caused by this experience.
Kind regards,
LexisNexis South Africa
Best regards,