Customer service was an embarrassment

On 12th August I placed an order for coffee capsules with Caffeluxe. I paid for the items but didn’t received a confirmation of my order.

After a week I phoned Caffeluxe and was told that because they were out of stock of one of the things I had ordered, the order had been placed in the Abandoned Checkout. I said that I would still like to go ahead with the order. I was asked to send in the online order details.

By this time, I had run out of capsules, so I went to the supermarket and stocked up. I did notice that the capsules I bought were exactly the same price as those sold at Caffeluxe.

I mailed Caffeluxe on 22nd August to say that because I now had capsules, I would like to cancel the order. I did not receive a reply.

I contacted the company on 27th of August. I was asked to provide my banking details, which I did. Yesterday I mailed and was told that the matter had been handed over to the finance department and the request would be resent.

It is now 2 weeks since I asked for the order to be cancelled.

The person I spoke to on the phone was very cold and gave me the impression that she wasn’t interested in dealing with me.

When Caffeluxe wasn’t able to fill my order at the time, I should have been contacted and not left not knowing what was happening and having to follow up myself.

And I do think that it shouldn’t take 2 weeks to get my money back.

I won’t be purchasing Caffeluxe products anymore – neither direct nor in supermarkets. The service I received should be an embarrassment to the company.