Spoke to your Staff re what De Caf…
Spoke to your Staff re what De Caf Coffee I needed and to be fair after Lady consultated somebody she came back and told me I put my order in which came to nearly £200 when it arrived the De Caf Coffee was not on order So I rang spoke to Customer Services and explained my problem. She came back to me 15 mins later and informed me ye had delivered what I ordered I again explained the process I had gone through but apparently it was my fault I had ordered the wrong Coffee not sure but I accepted the Ladies word for it. I then asked if I could exchange this Coffee for DeCaf no rush but next time delivery was in area No as it was my mistake I could return the Coffee at my own expense but could not be exchanged. Now as all calls are recorded you should listen to this call and tell me how this person is good for your Company. New Customer nearly £200 order I am now an ex Customer as I will never order from you again and frankly that member of Staff is no asset to
your business. Probably in the job too long I would imagine. Regards. John O. Leary
Antwoord van Summit Coffee
Thank you for your review, John.
We have reviewed the details of your order and the telephone conversation that preceded it, and we would like to clarify the position.
We acknowledge that you contacted our team before placing your order and discussed your requirement for decaffeinated coffee. However, the subsequent order was placed via our website, and the product selected and submitted on that order was not the decaffeinated coffee discussed during the telephone conversation.
Website orders are processed automatically according to the items selected by the customer at the point of checkout. Our team therefore dispatched the products exactly as they appeared on the order received. There was no decaffeinated coffee included on that order for our staff to substitute.
When you contacted our Customer Services team after receiving the order, you were advised that the coffee supplied was the coffee ordered and that, should you not require it, you could return the unopened product to us for a refund. Unfortunately, we were unable to arrange an exchange as this was not an error in the fulfilment of your order.
We are sorry that you were dissatisfied with the way your concerns were handled, but we do feel it is important to make clear that the coffee you received was correctly supplied in accordance with the order placed.
We value every customer and regret that you have decided not to order from us again. Nevertheless, we hope this clarification explains the circumstances surrounding your order.
Kind regards,
Customer Services
