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coffeeparts.com.au - Customer Service Experience
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Sometimes people can get so many emails that one is missed, i would have sent another email within a couple fo days.Originally posted by Toad View PostI have been a coffeeparts customer for many years, and have always been happy with their service.
Until now.
One of the parts received does not fit my machine.
I initially rang them, and although I tried to explain my problem to the lady, she rather curtly told me to send an email.
I emailed a week ago, and still haven’t heard back.
Not impressed.
Like you i have been shopping there for years and have had nothing but very good service, and only just recently i wanted to ask about a certain product so sent an email.
Had a response within the same day and was very helpful, and even today when i asked about another product not on their site, received an email back straight away saying they will see if they can get it in for me.
Hope its all been sorted now for you
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Always had good service on orders. Phoned a couple of times to discuss an item or two and have only ever received friendly and helpful responses.
Sounds like you may have emailed on Monday. I'd imagine the influx of weekend orders were being processed.
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Just to eliminate one possibility.....I assume that you've checked your junk email folder?Originally posted by Toad View PostJeez, touchy people.
Happy to accept praise, get shirty when someone dares to call out less than ideal service.
Apart from phoning, emailing and sending a PM, what more can I do?
At least by airing my grievances on here, I can alert others to the fact that just because they are a site sponsor does not guarantee that you will get platinum service every time.
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OKay, folks,
I have been involved in retail in various ways for quite some time.
I don't think there is anything wrong with someone mentioning a bad experience here. Further, I would like to see how this is resolved.
Just to get told curtly once to send an email maybe for a myriad of different reasons, language, having a stressful and bad day, not being good at handling some customers on the phone (my weak point BTW) maybe they needed an email to confirm you were serious and not kicking tyres, or a heap of other reasons.
Just to make you feel better I've had a very close relationship with my bank and even just the other day I've had a series of days where I've had to email and call for a couple of days to get a response. I eventually did get a response and was able to quickly resolve the situation.
Even after sending an email one should not stop there. I would do two more things at a minimum. I would call them again and explain in a friendly manner that you called last week and got told to send an email which you did and you still haven't received an answer back and you wish to resolve this situation quickly, could they please help you now? Or words to that effect (you never know, they may of had a death in the family or something bad) Remember the old proverb "Honey catches more flies than vinegar does". Maybe if you used this approach you might get results rather than pull up stumps after a couple of shots at it. I don't think you will resolve your situation like this. Then I would follow up with a friendly email.
Now you've mentioned your bad experience here I would expect you to mention how this was resolved (Weather it was handled well or not after keeping a cool head and giving it a few more tries) By all reports, it seems like you will eventually get the desired result.
Let's know how you get on.
Cheers.
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Yelta's reply was not to the OPOriginally posted by doobs View PostThe OP certainly didn't bag the sponsor, he stated what was wrong and asked for advice. In the majority most people said to ring because they're lovely people to deal with. Maybe you don't need to resort to veiled insults in your responses.
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The OP certainly didn't bag the sponsor, he stated what was wrong and asked for advice. In the majority most people said to ring because they're lovely people to deal with. Maybe you don't need to resort to veiled insults in your responses.Originally posted by Yelta View PostWhy the need to bag a sponsor publicly? thankfully most of us have the ability to sort these things out personally without having to resort to these tactics.
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People are not being touchy, just sensible. Why you would want to winge on here without at least giving one more call, or even sending a PM to Coffee Parts is beyond me. That was no lady you were talking to either.Originally posted by Toad View PostJeez, touchy people.
Happy to accept praise, get shirty when someone dares to call out less than ideal service.
Apart from phoning, emailing and sending a PM, what more can I doAt least by airing my grievances on here, I can alert others to the fact that just because they are a site sponsor does not guarantee that you will get platinum service every time.
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That's a bit harsh. It does sound like this user has done what everyone has suggested (making a call). They were apparently treated poorly on the phone and still haven't had a response despite trying every available channel.Originally posted by Yelta View PostWhy the need to bag a sponsor publicly? thankfully most of us have the ability to sort these things out personally without having to resort to these tactics.
Part of the reason forums exist is for consumers to share their experiences of vendors. In the long run, this kind of feedback makes businesses stronger, and the really bad ones get weeded out. (Not saying that Coffeeparts are bad - I've only had good experiences).
Based on that principle though, it's fair for Toad to share what happened in this instance. By the same token, if Coffeeparts subsequently makes a good service recovery in this instance, it would be good for Toad to update the thread accordingly.
Any business can stuff up <cough> Optus. That's human and forgivable. It's how they do service recovery that matters.
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Have always found Coffee Parts to provide exemplary service and support over very many years of doing business with them.
I treat them more like the friends they are, to the CoffeeSnobs community, rather than just another business.
Just for your information, English is not the first language of the proprietors and is perhaps why you were requested to send an email to them, although I have never had any difficulty explaining myself over the phone. Give it another try with perhaps a bit more geniality thrown in for good measure.
Mal.
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Jeez, touchy people.
Happy to accept praise, get shirty when someone dares to call out less than ideal service.
Apart from phoning, emailing and sending a PM, what more can I do?
At least by airing my grievances on here, I can alert others to the fact that just because they are a site sponsor does not guarantee that you will get platinum service every time.
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Why the need to bag a sponsor publicly? thankfully most of us have the ability to sort these things out personally without having to resort to these tactics.
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It might not be the way to get his parts, but he's had at least half a dozen people saying to ring and expect good service.Originally posted by Paolo View PostFirstly, 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...
It's also not unreasonable to expect to get prompt email responses.
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