Caffeluxe follow up

I placed my order on 12th August and it was only when I followed up on it on 19th August was I told that they were out of stock of one of the products. I had not been informed of this.

I then cancelled the order and didn’t hear from Caffeluxe until I contacted them on 27th August. I was told that Caffeluxe would do a refund. I was asked to supply my banking details which I did that day.

On 8th September I again phoned and was told that the matter had been sent to the Finance Department and would be resent. On 10th September I received the following email. “Our finance department has come back to me as to why you have not yet been refunded and CANNOT FIND A PAYMENT ON THE SYSTEM FOR YOU.

Please can you forward your proof of payment for us to do your refund.” I contacted my bank to confirm that the payment had come off my account – it had. I also requested a rundown of payments going out of my account. Again, it reflected the payment. I also sent a snapshot from my phone of the payment.

I sent all of these through to Caffeluxe and received this reply:

"Thank you Elisabeth I have sent this to the finance department, and they will have it done by the end of today.”

I did receive my refund that day.

I’m am extremely unhappy with the service I received. It took 2 ½ weeks from the time I cancelled my order till I received a refund and I had to chase them down at every stage to find out what was happening.

The money was paid into my account with no accompanying response from Caffeluxe. And I have not received either an apology or explanation for such poor service.

I will not support Caffeluxe in the future. There are a number of companies that produce coffee capsules that are not affiliated with them. And if I had realised that there are Caffeluxe products that are cheaper in supermarkets than direct from them I would certainly have not gone through this palaver.

An example of price differences:: Nespresso Compatible 10 Capsules Lungo Dark Roast Espresso Caffeluxe: R45.00 Checkers: R39.99

A well deserved 0/10.