EasyOrder is anything but easy - still waiting for refund appalling service

Nespresso sends out a mail about a monthly delivery where you can sign up for them to deliver on the date you select as your start and every month at that time. I sign up as this will be helpful and as I had just placed an order, and it has just been delivered, I selected the start date for the end of the month. My card got charged immediately, which was unusual but I accepted it. Then the same gentleman from the courier who had delivered four days before arrived with the monthly delivery and even he was confused as to why there was another one so quickly. I said there must be an error as I only have one coming out a month later. He took it back and said he would return it to the Nespresso branch. I then contacted Nespresso: To Whom It May Concern, This should not be sent know. I signed up for the monthly delivery and selected the end of the month as the first date. If the monthy option doesn’t even work with the first reservation then I guess I will be cancelling it as what is the point?

Their response comes back:

Nespresso Membership Number : ***XX

Thank you for contacting the Nespresso club.

We would like to apologise for the inconvenience caused.

I have requested for the order to be returned back to us for a refund. Please also note that the matter is escalated to the relevant department for investigation and advice.

Should you require further assistance please contact the Nespresso Club

Followed by: I escalated your query to our E-commerce department for advice. Herewith their feedback on the Easy Order function. The 1st order is dispatched on the day or next day order is placed. This counts as a normal order and cannot be allocated a specific date. Only the 2nd order and onwards (recurring orders) is dispatched per your selection (1st of every month).

Your Easy order was placed on the 13th October and was dispatched then. Your next order (2nd and 3rd) will only be dispatched on the 1st of December and 1st of January as indicated monthly. Basically, when setting up an Easy Order, the 1st order is dispatched straight away, and any recurring order thereafter will be done as per the schedule customer selected. We are working on updating the website to avoid confusions in the future.

I then included screenshots in my reply, in which the very advert sent out said that you choose the first day. It does not say what they say above. My response: Thank you for the response. No the advert which is attached does not say any of the things you mention below. In fact you select the dates and my first date was the end of the month. It does not say, nor online that your first order will be sent immediately, in which case I would not have signed up for it. This is critical information as there is a calendar where you supposedly select when you want it, but that is not what will actually happen. I am not trying to challenge Nespresso, I don’t need the headache of pilots while you try and sort it out. So I am cancelling it. It’s all about how we communicate something to a client and the process that you follow as a client. I had just ordered coffee fro you, when this came through, there was no need to have more at that time. Thank you for engaging with me, that is positive customer service and I appreciate it.

I include the screenshots from their own ads into the mail which says, "2 Schedule your order Select a pre-defined frequency and the start date for your EasyOrder"

I receive the following back: Thank you for your email.

Once the order is received, a credit note request will be processed. An email will follow requesting for your bank details to process a refund.

And then nothing, no refund. I then send another mail: I am still waiting to be refunded.

I get the following response: I can confirm that your order was received and credited. Please allow 1-14 working days for the refund. The same card that was used for the Easy Order will be refunded.

14 days come and go and send another mail: Still no refund. Will now be sharing this experience including all communication on HelloPeter. You have now lost a customer who has been with you for over ten years. This service is absolutely unacceptable.

And I get another mail saying it will be refunded: We would like to apologise for the delay and inconvenience caused.

After following up with our accounts department, they have confirmed the refund was paid yesterday. The same card used for the transaction will be refunded.

For the record there is still no refund. I cannot understand that the problem lies on their process and system and they don't refund the money.

You decide if this works for you but I can confirm with this experience that EasyOrder is anything but easy.