BeanOnline shocking lack of customer service

Visited BeanOnline today, who is part of Famous Brands. Probably one of the worst shopping experiences I've had in my entire life. Took nearly 45 minutes to buy 2 * 1kg bags of Mugg&Bean coffees.

Nobody at the counter, waited about 10 minutes for the salesperson to arrive. Meanwhile the lady manning the coffee machine is making herself a nice cup of coffy, never once asking if I want some as well, or if I want to buy a cup, or if she could let me try a new product (it's called sales, afterall). When the sales guy eventually arrived I stated what I wanted, and he again dissapeared for about 10 minutes. I specifically stated that the beans should be not be from 2025, I am only interested in fresh beans (they had display bags from Oct 2024 available). Any guesses as to what year he brought me? Jip, you guessed it, 2024. So I sent him back to find a 2025 bag, which, after another 10 minutes, he couldn't find.

Ok, well, then let's swap it out for another variaty. Big problem as the guy didn't seem to know how to do the paperwork and get the accountingwork sorted for this massively complex task. Mmmh, ok, let me pay in the difference in cash. Sorry, they don't take cash. He then wanted to do a reversal of the entire procedure, and re-issue the invoice with the correct products and amounts. I offered to simply pay in the difference and he could then sort the massively complex paperwork issues out at his leasure, as I had to get back to work. Nope, settling the difference is impossible as the system can't do this. By this point I've had about enough of this guys incompetence and told him to cancel the entire transaction, at which point he all of a sudden managed to find a way whereby I could just pay in the difference.

While all this is happening, 4 staff members arrived at the counter with their mugs in hand. Must say, staff at Bean Online seems to be treated way better than customers.

It was my first visit to Bean Online, and I can assure you, it was also my last. There are many coffee shps around, and in my experience they all deliver better service than Bean Online.

I also note with interest that Famous Brands doesn't respond to any of the customer complaints listed on Hellopeter.com. They are clearly not interested in customer service. Dear Famous Brands, keep chasing enough customers away and you will eventually close your doors. There are many other coffee roasters and resellers who would gladly accomodate the customers you lose.