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coffeeparts.com.au - Customer Service Experience

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  • coffeeparts.com.au - Customer Service Experience

    I tried to buy some Rancilio parts on coffeeparts.com.au.
    There was an error on the postage calculator so I had to email info@coffeeparts.com.au.

    I haven't received a reply for over a day now. I could email them again.
    But I'm wondering if this is a reflection of their customer service and if I should be concerned to carry out my order.

    What is the customer experience like for you folks who have used coffeeparts before?

    Unfortunately they carry parts that I can't locate locally in Perth or on ebay.

  • #2
    Coffee parts have always been great. In the past amazingly quick postage and service. Give them a call, I'm sure they will put it right.

    Cheers

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    • #3
      Definitely ring them, rather than rely on their web interface or email. They'll sort you out.

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      • #4
        I've used Coffee Parts plenty of times before and always had good service. However I've experienced something similar when emailing them and I have a feeling their email system might dump a lot of emails in the spam folder. So as artman suggested just give them a call on their free call number, they'll sort it for you straight away I reckon.

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        • #5
          Bought stuff from them, not online admittedly. But the people I met there were really helpful and nice.

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          • #6
            Firstly, a public forum like this one is NOT the way to get your Rancilio parts.
            I agree with others that a phone call would be the logical and efficient way to see this through.

            They are really busy people.
            Pedro will, no doubt get back to you.

            I have bought 3 machines and many parts from Coffeeparts over the years and each and every exchange has been a great experience.

            Call them...

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            • #7
              Yes agreed. Take the time to call them.

              If they're anywhere like us, they probably receive 200 or more emails a day. Some occasionally get buried. Some are nonsense and get binned and a surprising proportion of replies bounce when people typo their email addresses.
              Last edited by TC; 21 April 2016, 09:30 AM.

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              • #8
                Also advise to phone - I've spoken a few times with them and they're lovely to deal with. I always check their site before other companies when buying because of that feel-good thing about them.
                Last edited by simonko; 21 April 2016, 08:21 PM.

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                • #9
                  +1 give em a call... I've bought a few little things, all completely hassle-free. Haven't needed to contact them by email.

                  I do think it's a good idea for businesses to set up an autoresponder with estimated response times if their inbox is busy and only monitored by one person etc... but that said as a customer I'd generally allow at least 48 hours before following up.

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                  • #10
                    I've found Coffeeparts a great company to deal with.

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                    • #11
                      Can only reflect what many others have written above...
                      The Coffee Parts team are terrific to deal with and I've been dealing with them for the better part of a decade and a half.
                      Service has always been superlative, courteous and expeditious...

                      Pedro and his Mum are great people.

                      Mal.

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                      • #12
                        I've been using them for 12 yrs now and never had a problem. I have never emailed them though.

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                        • #13
                          Always excellent service with Coffee Parts. Never had an issue with them ever.

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                          • #14
                            You're jumping the gun. Rather than posting here you should have called them.
                            Never had issues with coffee parts

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                            • #15
                              Originally posted by trentski View Post
                              You're jumping the gun. Rather than posting here you should have called them.
                              Never had issues with coffee parts
                              +1.
                              Wow. You must really be desperate for those Rancillio parts. A day? I'd wait 3 then call. Unnecessary to post this here.

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